Ocado delivery pass rip-off

Greenshanks

My Smart pass is up for renewal. Does anyone know the current cost and have you got it discounted? I think it's probably going to be too costly for me, maybe it's better just to pick up a Sainsbury slot at .50p and Waitrose for free and just shop around for others. Although I do think Ocado give the best service, I do find them expensive. If they are going to hike the smart pass up I will have to go elsewhere 

coachman12

As seen in my earlier posts on this thread (where I also declared my interests), my family are huge Ocado fans. They are just in a different league in terms of choice, reliability and excellence. They do what they say they will do-----none of the others can be sure of doing that.
Our Ocado Smart Pass is due to expire soon; we got a mail from Ocado at end of August telling us so; and saying that if we wanted renewal ( which we always do), the price would be £49.99 for 6 months( QUOTE " lower than the standard 6 monthly fees of £54.99 "UNQUOTE). They also guarantee complete refund if you cannot use the Smart Pass in any one month period.
Waitrose , of course, take their money by making every order a minimum of £60.
Sainsburys delivery charges range from 50p to £7.
So everyone can choose whichever is best for them.
I have to say that the Ocado joint venture with M&S, which has been operating for a week or two now has been a raging success so far. It is so good to have access to all M&S food ( as well as Ocado's own delicious branded food). I think many people feel that M&S have been selling the best quality food for very many years. Now they can come to our doorstep, we are really enjoying all the new M&S choices we have.
Good luck with whatever online grocer you decide on.

Morglin

Ocado passes aren’t available at the moment, for new applicants, because of catering for vulnerable customers.

I’ve had a couple of deliveries since they linked up with M&S, and it’s been fine, on time, all I ordered, and pleasant drivers.

But, I’ve shopped online with Sainsburys and Tesco for donkey’s years, and had very few problems with them either.

Asda, on the other hand.....🙄🙄🙄😷

coachman12

Morglin said:

Ocado passes aren’t available at the moment, for new applicants, because of catering for vulnerable customers.

I’ve had a couple of deliveries since they linked up with M&S, and it’s been fine, on time, all I ordered, and pleasant drivers.

But, I’ve shopped online with Sainsburys and Tesco for donkey’s years, and had very few problems with them either.

Asda, on the other hand.....🙄🙄🙄😷

I agree with your general assessment of the online grocers, Morglin. Hope Ocado can get the smart-passes back to all customers as soon as possible because the M&S additions are really impressive.
 When we look back at all the online grocers once Covid finally disappears ( please !), I wonder in which order all the online supermarkets will be rated ? Not a question for answer now----it's too early and there is more to come since the Govt relaxed measures too soon and thus and allowed irresponsible young people to cause the large spike that is now occurring ( and can only get worse during the winter flu season). But, a year from you, it might be worth rating the online food deliverers.

Boiler_Mum

We were early adopters and have been using Ocado for approximately 20 years.  From the beginning the service was excellent, and I have always been happy to tell people how good the service is, and how it does not remotely compare with other on-line offerings.  I truly was a happy customer for all that time.

 

This year things have been tough for everyone, and when COVID stuck, as Ocado customers we accepted that things would change, that priorities needed to be made.  We did not complain when all our delivery dates were cancelled, when we could not get onto the website, when the app was removed, when we had no idea if we would received any shopping at all.  Nor did we complain when dates were released, and the site crashed over and over again, or there simply was no stock to order.  We spent hours trying to make it work, but did not complain, safe in the knowledge that Ocado were doing the right thing, helping all those vulnerable people.  Sadly, it is now clear this was not the case, they were simply swelling their customer base, and assuming their long-standing customers would just lap it up.  There has been a change, the delivery process remains the same and is just as efficient, but the customer service is a shell of its former self.  It used to be ‘how can I help’ now it is ‘computer says no’.

 

Last week we received the news that checkout time were reduced once more.  Like many on-line grocery shoppers, we load the basket and make changes close to delivery.  On Monday we logged in to our account made some changes and tried to check out, nothing, the site was struggling once again, we tried and tried to log out to confirm the order, but nothing.  We called customer service, long delays.  On the website it says that if you don’t check out the order is not confirmed, so we assumed that the order would not be received, and we would have to go shopping.  On the delivery date I receive a text to confirm delivery timings, called the customer service centre to be told, this was all my fault and I would be charged for the food regardless of the fact that they would now no longer deliver.  I was completely astonished, more than astonished dumbfounded, the Ocado that I had become fond of had gone, this was now a corporate giant with no care for its customers at all, and I would like to repeat that I have shopped with them for 20 YEARS.

Customer Service at Ocado no longer exists, there is no customer care, no understanding, no listening, customer care is now Additional Profit Generation, I am complete appalled that this valved institution could have dipped so low so quickly.

[Deleted User]

Boiler_Mum said:

On the delivery date I receive a text to confirm delivery timings, called the customer service centre to be told, this was all my fault and I would be charged for the food regardless of the fact that they would now no longer deliver. 

That sounds unlikely. 

Your delivery was always going to come as you already had it booked.  The fact you could not make later amends to it doesn't change the original booking.

If they were no longer able to deliver, you would not be charged.

coachman12

Deleted_User said:

Boiler_Mum said:

On the delivery date I receive a text to confirm delivery timings, called the customer service centre to be told, this was all my fault and I would be charged for the food regardless of the fact that they would now no longer deliver. 

That sounds unlikely. 

Your delivery was always going to come as you already had it booked.  The fact you could not make later amends to it doesn't change the original booking.

If they were no longer able to deliver, you would not be charged.

Yes, checkout times have been reduced----very nice emails from Ocado explained why they were a "bit pushed" because of the new lockdown and the panic buying from the usual suspects. That's fine with me-----I know Ocado's great normal policy to allow late changes to orders will be resumed as soon as the world can turn its head away from the most dangerous winter we have faced in my lifetime.
As for all your other rantings , they can be summed up, I think , as disingenuous----eg you say you have been customers for 20 years when Ocado has not been in existence or delivering for as long as 20 years and , indeed, its floatation on the markets was only in 2010-----and as I bought at 50p per share then and now they are worth over £23 per share today, I think they are doing everything just great. Our deliveries are still easily bookable many weeks ahead, customer services are excellent at refunds if I change my mind and wish to send an item back because I don't need it, the drivers are still on time and as polite and helpful as ever.  All that in spite of a pandemic which you didn't even mention !
You may wish to take your whining and move to another online grocer-----or there's always Lidl's if they suit your needs better and you go and pick and choose their delicious goodies right up to the last minute before you change your mind and order something else from their range.

Spank

Ocado have been around since 2000.

clive0510

I use sainsburys mostly. delivery pass expired in the lockdown stage 1. not a problem. just did click n collect instead. but then sainsburys got there act together and delivery slots were available again. so bought another delivery pass for £60. and now we got lockdown stage 2. ahhhhhhhhhh. never mind. trials and tribulations.

pulliptears

coachman12 said:

Deleted_User said:

Boiler_Mum said:

On the delivery date I receive a text to confirm delivery timings, called the customer service centre to be told, this was all my fault and I would be charged for the food regardless of the fact that they would now no longer deliver. 

That sounds unlikely. 

Your delivery was always going to come as you already had it booked.  The fact you could not make later amends to it doesn't change the original booking.

If they were no longer able to deliver, you would not be charged.

Yes, checkout times have been reduced----very nice emails from Ocado explained why they were a "bit pushed" because of the new lockdown and the panic buying from the usual suspects. That's fine with me-----I know Ocado's great normal policy to allow late changes to orders will be resumed as soon as the world can turn its head away from the most dangerous winter we have faced in my lifetime.
As for all your other rantings , they can be summed up, I think , as disingenuous----eg you say you have been customers for 20 years when Ocado has not been in existence or delivering for as long as 20 years and , indeed, its floatation on the markets was only in 2010-----and as I bought at 50p per share then and now they are worth over £23 per share today, I think they are doing everything just great. Our deliveries are still easily bookable many weeks ahead, customer services are excellent at refunds if I change my mind and wish to send an item back because I don't need it, the drivers are still on time and as polite and helpful as ever.  All that in spite of a pandemic which you didn't even mention !
You may wish to take your whining and move to another online grocer-----or there's always Lidl's if they suit your needs better and you go and pick and choose their delicious goodies right up to the last minute before you change your mind and order something else from their range.

It's funny how you and your shares always appear singing Ocado's praises, these threads are like a dog whistle for you.
Meanwhile, whilst you have your fingers in your ears doing your best 'la la la not listening' customers are loudly complaining on Facebook, Twitter and forums across the land about how shabbily they are treated.

Unfortunately people are tied at the moment and have a 'better the devil you know' outlook.  When all this is over there will be an exodus and a thoroughly deserved one at that.