Ocado - Extremely Clinically Vulnerable and TOTALLY IGNORED

Becles

I got binned by Ocado. I had a Ocado reserved slot, a delivery pass and I had been ordering around £50 a week with them. 

They confirmed I am on the extremely vulnerable list and confirmed that I am a regular customer. However I failed their "most loyal" criteria as I don't spend as much as others.

I think it's terrible cherry picking extremely vulnerable customers depending on what they spend. I'll definitely not be shopping with them again once this is all over.

Sainsburys have been fantastic even though I'm not a regular shopper with them. I've had a good selection of slots offered every week with them and have managed to book a weekly delivery with ease. They seem a bit cheaper than Ocado too, so I think I'll keep shopping with them.

I've also been offered slots from Iceland but haven't used them yet.

whizzywoo

I must admit that Sainsburys have been brilliant for my Stepfather who is shielding because of luekemia.

We set him up with Online Shopping with Sainsbury's the week before lock-down and since being put on the vulnerable list he is normally able to get a delivery slot within 48 hours.  Although he previously shopped with them it was not online.

outofworksch

Having phoned them  on 0800 917 7359, Tescos have added us to their priority list and while they can't guarantee  slots, we've been able to have a least 2 large deliveries . It appears to be down to timing as they do release slots throughout the day.

lincroft1710

  Little point in writing to your MP, they cannot really intervene

Robin9

It's been difficult both from the customers and suppliers view. It's a time to have as many strings to your bow as possible.  My wife is on the extremely-vulnerable list and we were immediately contacted by Asda and Ocado (who we shopped on line with occasionally) and then Tesco and Sainsbury (who we've never shopped with). We also arranged for a local delivery of fruit/veg milk/ bread. We have shared orders with neighbours; local volunteers collect the prescriptions.

No issues with priority slots, size of order. Odd swops at times and I still can't understand why if I order today for 2 weeks time they know they will be out of milk !   Yes I do miss some things - I like to see the veg I buy  -  and I took a while to cancel the emergency food boxes - but a lot of things have been put in place by a lot of people in a very short time.

My wife's been on radiotherapy and going to the hospital is a dream  - you can park (for free) appointments on time an very slick.
I don't want this situation to continue any longer than necessary but I'll put up with occasional hiccups.

Dr_Crypto

Not sure what you want. 
Let's say there are 200 vulnerable customers on the list but Ocado can only service 100. They have to chose somehow and maybe spend is the way they have chosen. They don't have to service you, just like you don't have to use them. 
Morrisons have been very good even for non-vulnerable customers. In my area they have huge availability of slots and most items are available too. 
Either use local suppliers or another supermarket. 

Undervalued

lemonreptile said:

I have been an Ocado customer since they started trading using a number of email accounts and 3 addresses (due to separation / divorce etc.). When Covid-19 hit us I had just returned from a month in hospital following a serious illness. Whereas before I was able to shop normally (I was mobile) I most definitely can’t now and, unfortunately, find myself on the government’s ‘Extremely Clinically Vulnerable’ list. I know Ocado have that list and recognise that I am on it. Being floored by my illness and treatment (I’ll happily provide details) I immediately attempted to place an order with Ocado (while bedridden!). Their IT systems failed miserably to keep up with demand in the early stages of this crisis so I gave up. For a short period I had to rely on charity and, subsequently suffered truly abysmal service from Asda. 
At that point I decided to contact Ocado to resurrect (and pay for) a Delivery Pass. They have refused me (3 times!!!) as, apparently, I haven’t spent enough with Ocado in the recent past. Ocado staff were extremely dismissive and unhelpful.
This meant that I’m left with no easy way to source groceries. I will NOT resort to charity or have friends running around after me. I need an easy, reliable and low stress source for regular shopping. You have let me down fundamentally and have actually discriminated against me as a vulnerable and disabled person. It’s disgraceful and, I believe illegal to discriminate in this way.
Ocado are perfectly able to provide priority access but choose not to based on previous spend level! My MP is fully aware.

WHAT DO I DO NEXT?

No it is not!!!

They are a business, not a charity and in any case it is perfectly lawful to "discriminate" as long as it is not for one of the reasons prohibited by law (e.g race , gender , religion etc). Any business can require a minimum level of spending to remain a customer.

Whilst I sympathise with your situation, you don't do yourself (or anybody else) any favours by trying to play the "discrimination" card when it is totally unjustified.

BooJewels

I seem to to think Ocado stated early on that they wouldn't take on any new customers during this situation in order to look after their loyal customers (which I have no issue with), but dumping regular 'pass' customers, also on the vulnerable list, purely due to spend seems a bit unfair, as @Becles reported.  That's clearly a loyal customer, but not being looked after very well.

As @Robin9 reports, after some initial issues (which I always felt sure were going to be pretty temporary - so very much has been achieved in 8 weeks) we've been very happy with the service from an assortment of sources.  We lowered our expectations, knowing that it was going to be tricky situation for all manner of reasons, and yet have been delighted with how things have worked out.  I've bought things from several different sources (2 months worth of coffee from Amazon, delivered next day for free) - sometmes at a slightly higher price - but we've not gone hungry and now have a full freezer and my usual stash which had been badly depleated in the early days, is now restored.

I am eternally grateful to the assorted workers and volunteers who are keeping us fed, medicated (a volunteer comes on a racing bike) and powered up and fuelled.  Some people maybe need to re-adjust their expectations in this rather unusual scenario.  

yksi

gettingtheresometime said:

Sometimes we have to swallow our pride & ask for help.

As someone who previously worked for a charity, I had MANY people tell me that would never accept help because there are people worse off. There are four things I would say to them. One, maybe you gave to charity in the past, and now you're in need, so take back a little of what you contributed. Or two, I am sure you will give to charity in the future once you're back on your feet, so take a little of what you will contribute later. Three, there are so many people in far less need than you, and they take, so please, you need this right now, take it. And four, we WANT TO HELP YOU, please do not take away our ability to help you, please do not deny our right to give to whoever we want, because it makes us happy to give.

If it makes you feel better, there are things you can give in return. Start with Facebook friendship groups for people in your area - there are a lot of people stuck self-isolating without anyone to talk to - and they would love to see you post a friendly greeting or a joke or a photo of your cat or a simple "Hey, how is everyone today?" Don't underestimate the kind words of a stranger, they can make all the difference.

lemonreptile

Here you go ..... thanks for any positive support. For the rest of you be prepared for Ocado to take on more customers very soon. They’re breaching the Equality Act 2010. Sorry if this upsets some of you!

https://www.bbc.co.uk/news/disability-52761291