Ocado delivery pass rip-off

Goldust

Maybe I'm overreacting and there are plenty of bigger issues out there at the moment but I was surprised by Ocado's attitude to their delivery passes.

Just prior to the pandemic, I signed up for a 3 month "off peak" delivery pass with them as a new customer as my wife was pregnant and we didn't want to have to make trips to the supermarket if we could avoid it.  That became more important once lockdown took hold but we were unable to get a single delivery after that due to demand which is fair enough I guess.  The pass expired.

They emailed recently to say slots were available so I went back into their site.  They were unwilling to honour the unused portion of the delivery pass and now only offer the "7 day" pass which is quite expensive.  Apparently they don't do the cheaper passes at the moment.

I fully understand supply and demand but these supermarkets have done pretty well out of the pandemic and it just feels like they are cashing in.  Just felt like a rant so there you go... thanks for reading!

Bacman

Breach of contract surely...

Morbier

I understand your rant and, in that situation, I would feel similarly aggrieved. However, I'm assuming there were some T&Cs relating to your delivery pass?  Perhaps there's a 'get out' clause for such circumstances?

deanos

was it a free new sign up pass ?

if so you haven't lost any money 

Goldust

deanos said:

was it a free new sign up pass ?

if so you haven't lost any money 

No it wasn't free... it was discounted and not the end of the world.  I'll get over it and use someone else from now on, it was more a rant to point out that despite doing very well out of COVID-19, they seem determined to milk it even further.

deanos

Goldust said:

deanos said:

was it a free new sign up pass ?

if so you haven't lost any money 

No it wasn't free... it was discounted and not the end of the world.  I'll get over it and use someone else from now on, it was more a rant to point out that despite doing very well out of COVID-19, they seem determined to milk it even further.

they have ramped up the fees i no longer use them, switched to Tesco as they have started accepting delivery pass orders again 

MalMonroe

We have used Sainsbury's for a while now and carried on during coronavirus as I live with someone who is vulnerable. Their delivery people are SOOO much nicer than Tesco's rude lot. Which is a shame because every time I shopped in the Tesco store, their staff were lovely. Switch to home delivery - whole new ball game. 

We get an annual delivery pass with Sainos, it's £60 but we have a weekly delivery so it's only £1.15 a week. 

All worth it for us.

We did try Ocado once when they offered free delivery for six weeks and we loved the food and the ultra polite delivery people but of course everything was expensive and when the offer ended and we discovered we were expected to pay around £6 per week, that was the end of that.  

coachman12

I agree with everything you say about awfulTesco and good Sainsburys, Mal.
But Ocado remains the best online grocer in Britain ( IMHO of course ) and we would never change.
It's quite exciting looking forward to their link-up with M&S in September, when the very best of Ocado AND M&S will be available.

Tobysma

I got a discounted SmartPass last October. We got Ocado deliveries throughout the pandemic. Just fortnightly at first then weekly. I'm extending my Smart Pass even though it will cost more when I renew. Sainsburys and Tesco didn't want to know even though we were shielding so they won't get my custom. I'm excited about the M&S merger too!

arjar

I have noticed recently that Ocado are putting misleading delivery charge info on their site.  If you try to book some of the cheaper slots, the delivery charge increases after you have reserved it unless you buy more than £75 worth of goods.  The minimum requirement is stated as being £40 before you reserve the slot.  This seems rather underhand to me - and possibly illegal.  Does anyone out there know what consumer law says about this sort of thing?

coachman12

arjar said:

I have noticed recently that Ocado are putting misleading delivery charge info on their site.  If you try to book some of the cheaper slots, the delivery charge increases after you have reserved it unless you buy more than £75 worth of goods.  The minimum requirement is stated as being £40 before you reserve the slot.  This seems rather underhand to me - and possibly illegal.  Does anyone out there know what consumer law says about this sort of thing?

Whilst our family are Ocado's greatest fans ( and I declare an interest by stating that I hold shares in the company), I cannot help but agree with a lot of what arjar says about the confusion Ocado is causing by a very incomprehensible policy regarding delivery slots and charges.
I am a smart-pass holder so I can see slots a long way ahead of those who are not pass holders  (who I think are limited to a mere 4 days ahead) so I cannot quite match up exactly to arjars situation. However, I see his point. Ocado is making a real meal ( no pun intended) in setting out its rules. One page says QUOTE "The value of the trolley needs to be over £40 to be able to checkout your order. Delivery prices are based on a standard order size of £75 or more. For orders below £75, there is a minimum charge of £2.99 and a maximum of £6.99. This minimum and maximum delivery charge does not apply to Smart Pass customers"UNQUOTE
Another page says QUOTE "The delivery charge depends on the day and time of your slot, and the value of your order.If your order is less than £75, there's a minimum charge of £2.99 and a maximum of £6.99. For standard orders of £75 or more, you may be offered free delivery. You can view the various options when you book your delivery slot. There you will be able to select a delivery time and cost that best suits you." UNQUOTE.   ???????
My wife just did a quick check , using our second non smart-pass account (rarely used)and made orders ( which she then deleted after looking at what happened on the Ocado site) for Sat 22nd where it showed delivery costs at £6.99 till 6pm and £2.99 after 6pm. She then placed an after 6-7pm order for £40 and at the final payment page ( but before payment, so you had the chance to change) : the payment was shown as £4.99. So although she had not paid and had the option of changing slot and whole order etc, it still seems to have been misleading compared to the original offer. Ocado DO say that you are going to be paying more than you first thought----ALWAYS telling you before you pay. So there is no fraud or anything like it---just a load of junk wording. My wife put in a £75 order for same time and date and the charge was £2,99 as first indicated)-----and of course in the QUOTES above, it clearly states that delivery charges can vary between £40 orders and £75 orders.
My wife then did an order for tomorrow , Wed 19th, where the main page said cost would be ZERO for orders between 5.30pm and 10.30pm. Her order for a £40 trolley came to ZERO---there was no charge.
Being used to moving around the Ocado site and pages for over 10 years, we are well acquainted with every nuance , but what I have described above is complicated enough for regular customers and downright mindblowing for new or infrequent customers. I intend to bring this to Ocado's attention and suggest you do the same.
But please bear in mind there is no breach of any laws or illicit collection of monies. Everything anybody needs to know about the whole order ( including order amount and delivery amount) is on the final page BEFORE payment.  But it is very confusing and very annoying, and I think you have every reason to raise it with Ocado.; and every reason to raise it on this Forum,arjar.