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  • FIRST POST
    • A. Badger
    • By A. Badger 28th Sep 18, 10:50 AM
    • 5,242Posts
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    A. Badger
    0 WOW
    Ocado - are the wheels falling off?
    • #1
    • 28th Sep 18, 10:50 AM
    0 WOW
    Ocado - are the wheels falling off? 28th Sep 18 at 10:50 AM
    Although not an obvious subject for MSE, if you live in a rural location (which I do) Ocado can sometimes prove useful. With a 25 mile round trip to a decently sized supermarket, especially when I am busy, an Ocado order can be a boon and can even save money, assuming you shop carefully.

    Or rather, that used to be the case, because in the past six months the wheels have started to fall off. Large numbers of items on the Ocado site seem to be 'out of stock', orders placed arrive with multiple items missing and even the Ocado website was inexplicably down for several hours one evening this week.

    Ocado's 'customer service' (sic) is hopeless. They'll dish out a money-off coupon but not explain what is going on, nor when it will be put right. They need to try making a compliant to Aldi. Do that and someone from Aldi phones you, explaining what will be done and assuring you they take your complaint seriously. Ocado? Not so much.

    Is this a nationwide sign of Ocado falling to bits? Is it regional? The nearest I have got to an explanation was when a driver cryptically hinted they are having 'warehouse problems' but wouldn't expand on the story.

    Have any other MSE users decided it's time to ditch what was once far and away the best home delivery supermarket? Is there a more reliable alternative?
Page 1
    • sarah1972
    • By sarah1972 28th Sep 18, 2:23 PM
    • 13,357 Posts
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    sarah1972
    • #2
    • 28th Sep 18, 2:23 PM
    • #2
    • 28th Sep 18, 2:23 PM
    I love Ocado and have never had any problems, my order this week had everything included with no subs or unavailable so I would assume that it is just local to your area?

    Have you tried Waitrose deliveries?
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    • A. Badger
    • By A. Badger 28th Sep 18, 3:43 PM
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    A. Badger
    • #3
    • 28th Sep 18, 3:43 PM
    • #3
    • 28th Sep 18, 3:43 PM
    I love Ocado and have never had any problems, my order this week had everything included with no subs or unavailable so I would assume that it is just local to your area?

    Have you tried Waitrose deliveries?
    Originally posted by sarah1972

    I gather that my deliveries come from a depot somewhere near the dome, in Sarf London, which is quite impressive as I'm in deepest Kent. It seems a long journey for a few bags of groceries.

    Thanks for the suggestion. I have tried Waitrose in the past and was quite impressed. They are probably the one I will try next - anyone but Sainsbury's!
    • seashore22
    • By seashore22 28th Sep 18, 3:51 PM
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    seashore22
    • #4
    • 28th Sep 18, 3:51 PM
    • #4
    • 28th Sep 18, 3:51 PM
    I love Ocado and have never had any problems, my order this week had everything included with no subs or unavailable so I would assume that it is just local to your area?

    Have you tried Waitrose deliveries?
    Originally posted by sarah1972
    Couldn't agree more. I don't have any of the problems that the op has listed.

    My only gripe is that Ocado mashed potato seems to have disappeared from the site. I cook most things from scratch, but the ready made mash was so good and relatively inexpensive. I may not be able to forgive them for that.
    • alanq
    • By alanq 28th Sep 18, 4:27 PM
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    alanq
    • #5
    • 28th Sep 18, 4:27 PM
    • #5
    • 28th Sep 18, 4:27 PM
    When I was a customer of Ocado items were rarely out of stock.

    However, I parted company with Ocado a couple of years back. There were few things that I wanted that were at reasonable prices. I found that Ocado's offer prices tended to be around other supermarkets' usual prices.

    What finally caused me to quit was that I pointed out an issue whereby the price that appeared on the order confirmation differed from that on the bill owing to rounding in different ways. It only involved pennies but customer services strung me along for months saying that the issue was being worked on, that it would be fixed in the next site upgrade and even that the problem had been fixed. All untrue.
    • jenniewb
    • By jenniewb 29th Sep 18, 4:23 PM
    • 12,544 Posts
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    jenniewb
    • #6
    • 29th Sep 18, 4:23 PM
    • #6
    • 29th Sep 18, 4:23 PM

    I found that Ocado's offer prices tended to be around other supermarkets' usual prices.
    Originally posted by alanq

    This!

    Additionally, I also do find that about 25% of the offers I am sent in a bid to get me to shop with them again are out of stock. It's normally more obscure items rather than well known brands and etc, but the more obscure brands were the reason I used to pick Ocado- because I couldn't get them elsewhere! I could never see the point in ordering items I could get at my local supermarket where they'd either be cheaper or at best when all offers were combined, at the same price (but never cheaper).

    I liked the ethos of a friendly service which was never late and service was with a smile, but it costs too much and I don't have the luxury of opting for that any more.
    • Gnocchi
    • By Gnocchi 3rd Oct 18, 5:53 PM
    • 616 Posts
    • 1,123 Thanks
    Gnocchi
    • #7
    • 3rd Oct 18, 5:53 PM
    • #7
    • 3rd Oct 18, 5:53 PM
    I just don't recognise your tale of woe.



    That said, items on special offer DO sell out fast. Also, if you are shopping via ANY delivery service, I have found in my six years of shopping online with Ocado and others, that deliveries arriving on Friday, Saturday and Sunday do tend to have more missing items.


    When you order with Abel & Cole, you know that you will get everything, because the deadline for the order gives them even time to get more stock in.



    Do an order with a supermarket, and there will be other orders before your delivery which get fulfilled first. Food isn't specifically allocated to your order until they start packing.



    My experience of customer service with Ocado, is that it's the best. They will email or call, they do refund and every year SmartPass customers get a thank you voucher for wine or chocolates up to the value of 10


    Ocado is the only supermarket delivery service which gives you 5p for every carrier bag returned and will do same for single use bags from other supermarkets too.



    Ocado is very rarely late. ASDA has made mistakes and given the wrong product and Iceland turned up 5 hours late, once. Tesco also made mistakes and the drivers hang around like they are expecting a tip.



    Ocado is arriving tomorrow and I saved 27.11
    • A. Badger
    • By A. Badger 3rd Oct 18, 7:04 PM
    • 5,242 Posts
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    A. Badger
    • #8
    • 3rd Oct 18, 7:04 PM
    • #8
    • 3rd Oct 18, 7:04 PM
    The point of my post was to find if Ocado's service has dropped off a cliff for others MSE readers, as it has for me. If some of its customers think its service is still up to scratch that suggests the hint dropped by one of its drivers, that the company has local logistical problems, was accurate.

    I couldn't help laughing at the snatch of a BBC programme I caught last week, where one of Ocado's technical geniuses was trilling about the wonders of its implementation of AI and how OCado is about to expand into other areas using its expertise. I think I heard that as I was putting away my latest, incomplete, order.

    It wouldn't be so bad if they just admitted they have problems. Not to do so just highlights the hollowness the caring and cuddly marketing hype.
    • Timpu
    • By Timpu 3rd Oct 18, 7:27 PM
    • 282 Posts
    • 341 Thanks
    Timpu
    • #9
    • 3rd Oct 18, 7:27 PM
    • #9
    • 3rd Oct 18, 7:27 PM
    Ha! Just about to ditch my Ocado Smart Pass after many years of using them. We're serviced by the same depot as OP and talking to Ocado customer services (some of the staff are really good, others errr...not so good), I understand there are too few drivers and there has been a drive to increase the number of customers in the area.

    My experience is the same as the OP's. Ocado were fab, offering convenience and prompt delivery for 7+yrs. Now, I'm struggling to put a shop together based on available items. I'm talking about basics, eggs, bread, cereal all being difficult to get. Forget stuff on offer, this is just items priced as normal.

    I've then had multiple late deliveries, having to wait in for them to turn up. It's not a matter of 30mins but 2-3hrs late. (Absolutely not the drivers' fault, it's down to poor organisation of routes.) I've also had lots of missing items or poor subs.

    It's quicker for me to now go to the supermarket, an activity I absolutely hate. However, I'd be an idiot to pay for convenience and time saving that simply isn't there anymore.
    • A. Badger
    • By A. Badger 3rd Oct 18, 8:14 PM
    • 5,242 Posts
    • 6,636 Thanks
    A. Badger
    Thanks, Timpu. Late deliveries I haven't experienced (which is quite impressive given the distance involved in their trip) but everything else sounds familiar!
    • Bacman
    • By Bacman 3rd Oct 18, 9:33 PM
    • 17 Posts
    • 14 Thanks
    Bacman
    When there was an offer months back for introduction discount for Ocado I had a look at their prices - even with the 20% offer discount they were going to cost more than supermarket delivery companies, so I didn't bother.
    • andygb
    • By andygb 4th Oct 18, 1:59 PM
    • 12,553 Posts
    • 27,627 Thanks
    andygb
    I gather that my deliveries come from a depot somewhere near the dome, in Sarf London, which is quite impressive as I'm in deepest Kent. It seems a long journey for a few bags of groceries.

    Thanks for the suggestion. I have tried Waitrose in the past and was quite impressed. They are probably the one I will try next - anyone but Sainsbury's!
    Originally posted by A. Badger



    There used to be an Ocado delivery warehouse in Aylesford near Maidstone, but I think they moved some time ago to Belvedere North of Dartford.
    • nearlynomadic
    • By nearlynomadic 12th Oct 18, 8:20 PM
    • 20 Posts
    • 20 Thanks
    nearlynomadic
    I have found in my six years of shopping online with Ocado and others, that deliveries arriving on Friday, Saturday and Sunday do tend to have more missing items.

    When you order with Abel & Cole, you know that you will get everything, because the deadline for the order gives them even time to get more stock in.
    I tried shopping with Abel & Cole about 2 years ago, and lasted a few months. However, the deliveries came on a Friday (no choice) and almost every week I would get an email - after the deadline - telling me that the item I had ordered was out of stock, and it had now been substituted with something that I invariably didn't want. This was particularly irritating when you had chosen several items to use to make a recipe and were then unable to make that recipe.

    I got fed up of complaining to customer services every weekend, and ended up going to the local Asda there. At least at Asda you didn't select your items, take them to the checkout, have one or two snatched off you by the checkout operator and replaced with something you never wanted in the first place but were still made to pay for.
    • svince80
    • By svince80 12th Oct 18, 8:33 PM
    • 69 Posts
    • 140 Thanks
    svince80
    Ah interesting, we're also served by the South London depot and have had the same issues, lots of items out of stock and deliveries increasingly delayed. We had a slot for 8-9 last Saturday and it turned up at 11:20pm!! I get the impression that drivers are being asked to do a lot more drops than they were previously. To be fair, I called customer services and they immediately sent a 20 voucher, but with a small child I needed to be in bed by that time. I've just booked my Christmas slot as, frankly, who wants to traipse around the supermarket at Christmas, but we'll be cancelling Smart Pass in the new year.
    • MrsStepford
    • By MrsStepford 16th Oct 18, 3:05 PM
    • 161 Posts
    • 329 Thanks
    MrsStepford
    I've had Iceland turn up hours late but no-one else. Abel & Cole customer services and Ocado customer services IMO are the best in UK. Both Abel & Cole (owned by parent company of Aunt Bessie's) and Riverford (employee owned since Spring) have a different business model to the supermarkets. I have found the trouble experienced with Abel & Cole with Riverford, but not with Abel & Cole. The only annoying thing about Abel & Cole, is that the busier the rounds get, the longer the wait. Generally never get my order before 11am, has been 3pm before now.
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