Ocado - no more customer care.

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 completely appalled that this valved institution could have dipped so low so quickly.

JJ_Egan

Simply take your custom elsewhere is all you can do apart from complaining to Ocado .