To stop using Ocado

[Foodshoppingonline]

NC. I've used Ocado for over a year because they seem to more reliable than Waitrose in that they turn up on time and essentials are not endlessly not being delivered because they're out of stock.
But a friend of a friend has told me a worrying story. Basically unknown to them their Ocado account was hacked, the phone number changed and over a £1500 of alcohol was ordered. A delivery time was made for very late at night, when this friend of a friend was asleep, and it appears when Ocado turned up someone came out their side entrance pretended to be them and took the order and then drove off with it. The same thing was done again this time for a very early in the morning delivery this time, again when they'd be asleep and ordered £3000 worth of alcohol but luckily their bank got suspicious (not Ocado) and blocked the transaction and contacted them. When this friend of a friend contacted Ocado and said his account had been hacked etc apparently they couldn't care less, and because you don't sign for the delivery (unlike Waitrose) it couldn't be proven that they didn't order it and we're just trying to pull a fast one! I just find this really worrying and it's put me off using them. I can see that Ocado would have to take their word for it, but surely they should at the very least do some in depth investigation. Or am I just being unreasonable and unnecessarily paranoid maybe it a very rare occurrence?

[Pipbin]

I think it is very important to make sure that you use a secure and unique password for any online shopping.

I would want to know how people managed to hack her account and lived close enough to be able to get to her address as well as know that she had a suitable house where they could hide and intercept the delivery.
Also, I think the latest that ocado deliver is 12 so how do they know she would be asleep?

Sorry but I think this is not true and either your friend is winding you up or perhaps you are trying to spread untrue rumours about them.

[Pipbin]

I also notice that this happened to a friend of a friend. This is known as a 'foaf' tale or, more often, utter bollocks.
I wonder if her friend also helped a Muslim woman who was £1 short at the till and told her to keep away from Birmingham city centre on Christmas Eve.

[ceeveebee]

There was a thread on here not long ago from a mumsnetter about a similar scam, except the scammers went into the account, changed the email address, added a new delivery address and ordered £500 of alcohol. Because the payment details are stored, and the app doesn't use verified by visa.

[Foodshoppingonline]

Someone at work told me this story, she's very genuine and credible and knows these people well, she also use Ocado and knows I do that's why she told me. The delivery was for 11pm apparently they were asleep.
I have absolutely no reason to spread untrue rumours about Ocado, I really like them and their food and use them weekly. Computers are not my thing so I know nothing about hacking accounts so I guess that's why I'm concerned.

[WhereYouLeftIt]

Yep, 'friend of a friend= 'urban myth' IMO.

[MiddleClassProblem]

But your precious deliveries are just there? How do you not notice? How do you not notice that amount coming out? This sounds fake to me. £4500 gone and you didn't know, the bank caught it?

No idea how this affects you op

[Foodshoppingonline]

ceeveebee that what she told me "it's because payment details are stored and the app doesn't use verify by visa" and not signing for the delivery means anyone can take it but you can't prove you didn't take it in.

[ceeveebee]

www.mumsnet.com/Talk/legal_money_matters/2540628-Warning-to-all-on-line-shoppers-not-a-joke

Found the thread

Seems more typical that they add a new delivery address

[Akire]

£3000 of shopping and alcohol? That's a good few trips up and down the path with trolley. Loads of unloading of bottles and bags. Trying explain why you doing it in the dark within no sight of a doorway and then after driver gone you carry it all back down the path in silence in a car and drive away!

[MiddleClassProblem]

If someone does credit card/bank card fraud in a shop, it's the bank/card company that cover you (part/all) not the shop though, right?

[Foodshoppingonline]

I find the reaction on here bizarre. I was told this story by someone I work with who's very sensible, I have no reason not to trust them and who has no reason to lie. It is a friend of this work colleague and it was £1500 taken as the bank stopped the second amount!
Why would I want to spread untrue rumours about Ocado? I like them they are exceedingly efficient and I like their food very much. I'm just shocked that this could happen, or maybe those who say it can't or didn't and that I (or my work colleague are making it up are right (why anyone would think I am making this up is beyond me).

[Foodshoppingonline]

Akire the £3000 shopping order was not delivered because the bank blocked the payment.
The bank did refund the money.
Should Ocado not be worried? AIBU to expect Ocado to be more concerned?

[MiddleClassProblem]

But it could happen in any shop... Why would you not go to a shop because they got given a fraudulent card? I think you might find it hard to shop anywhere

And yes it sounds fake. Why do you take that comment personally if it's come from a friend? It's not you saying it happened to you and we say it's fake. Like pp said, all that booze going straight into someone's car then the delivery man would have to see it

[Akire]

Thought the £3000 was too much! Thanks for putting me straight. Let's hope they sort it out. I shop at asda they ask for a signature if I asked for my shopping to be delivered on the pavement not my flat door they would get suspicious! But these are the bad lands here

[Foodshoppingonline]

ceeveebee thanks for the link to the other thread. It appears this sort of thing has happened before so obviously I'm not for some unknown reason being wound up or trying to spread untrue rumours about Ocado. Is it just the APP does anyone know usually I use their website.

[MiddleClassProblem]

Yup, ignore what I said. This can happen and does happen at any shop, online, high street, supermarket, petrol station, mail order

[HolesInTheFloor]

I imagine people are doubting this story for.several reasons. Firstly it seems a strange thing to change your username or set up an account just to talk about an ocado theft. Also the way it was done - as pp said why not just change the delivery address? Bit weird to wait outside a house of a random victim, pop out the (helpfully unlocked and silent) side gate and hope they'd be asleep and not hear a very noisy delivery. Then reload said noisy delivery

Currently twiddling my moustache Poirot style.

But if you don't want to use Ocado, don't.

[ceeveebee]

The website uses verified by visa; the app doesn't. Doesn't ask for the 3 digit code on back of card either.
Also it forces you to store card details if you have a monthly pass (which I do).
And it doesn't force passwords to be strong or to be changed.

[schbittery]

why would you NC to tell this story? rhe atest delivery times are before midnight hiw would the third know thyed be sound asleep I rarely go to bed before then.

[schbittery]

thief!!

[Foodshoppingonline]

MiddleClass maybe I'm not making this clear its late. Apparently according to the delivery driver when he arrived at the house, someone came out of their side gate obviously looking like he was expecting the delivery and accepted it, as Ocado unlike Waitrose who only have three or four drivers, have so many different drivers he didn't know that it wasn't my colleagues friends, They are assuming when the driver had gone he loaded the stuff into his car/van or however else you move £1500 worth of alcohol and went off with it.

[MiddleClassProblem]

Didn't wonder why the front door wasn't open and the lights were off. You know those Ocado guys who offer to take it to the kitchen.

Do Waitrose really only have a few drivers? That doesn't sound right

[Foodshoppingonline]

TBH I don't know why I name changed. I never post on AIBU, I doubt I will again after this but post a lot on another section I just wanted to keep the two things separate nothing more sinister or weird than that.
Anyway ceeveebee answered my query in that this kind of thing can happen and I'll stop using the app thank you .
I suppose I shouldn't be surprised people are sceptical, a friends new car was stolen in what I initially thought was a bizarre and a completely unbelievable way.

[Foodshoppingonline]

MiddleClass we live in the countryside, Waitrose deliver from our nearest shop, they only seem to have a few drivers, who seem over worked and are usually late which is why I stopped using them, and I have the shopping delivered about the same time every week so get the same drivers, they know me so well they always say smile and hello when I actually go to the shop.
Yes Ocado offer to bring the shopping in, but I for one don't let them because my dogs will jump all over them so I take it in myself.