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To expect a refund from Ocado for missing wine?

(53 Posts)
NuttyMacaroon Mon 19-Mar-18 14:40:22

Ocado delivered my order half an hour late, and as a result, I had to rush to put the frozen stuff in the freezer and then had to leave to make an appointment on time. The drivers don't require a signature and leave as soon as they have delivered, so there isn't time to check an order at the time anyway.

When I got back (3 hours later), I was putting the rest of the order away and noticed that I had 4 bottles of wine missing. I rang them straight away, expecting them to be apologetic, but instead they have advised that they need to do a "high value investigation" which involves interviewing the driver. I agree that they need to investigate - but not that my refund should depend on this investigation! The supervisor that called me back said, very politely, that they could not just refund people without investigating, or they would go out of business.

So basically, it seems that when they interview the driver, unless he says he took it, I am unlikely to see my money back. Not only that, but they have to wait for the driver to be back at work - and haven't given me any idea when that will be! Has anyone else experienced this?

takeTheRestJustForALaugh Mon 19-Mar-18 14:44:22

Sounds perfectly acceptable to me.

Why do you think it should be handled differently? As the person on the phone said, it's high value. Likely £60+.

The driver may even have it in his van; I'm sure they don't need a confession before a refund.

OutyMcOutface Mon 19-Mar-18 14:51:12

They always do an investigation when items are missing. I’ve never not been refunded before.

hmcAsWas Mon 19-Mar-18 14:51:19


I've not had this with Waitrose when I was missing items worth £16 (not specified as 'unavailable' on the order, just missing)

I suppose they may have had some bad experiences

falsepriest Mon 19-Mar-18 14:53:12

Sounds fair enough. Something went wrong, you’ve notified them, they’ll double check what might have happened and get back to you.

NuttyMacaroon Mon 19-Mar-18 14:53:17

It was £30 worth. The driver had already returned to the depot and finished his shift by the time I called, no wine had returned to the depot with him. It has made me wary about ordering groceries online in future, to be honest. The entire order came to £175. What if the driver had failed to deliver any of it? I would be in the same position as I am now - his word against mine.

MyKingdomForBrie Mon 19-Mar-18 14:54:55

I don’t know how you can expect a refund without them checking? It’s not about the driver ‘taking’ them (he’s hardly going to risk his job for four bottles of wine) it’ll be that they were packed wrongly etc.

Why do you think they should just hand money out without checking? You wouldn’t get a refund in a shop without returning the item, so they need to check where the item is..

Don’t take it personally they don’t know you so they’re hardly being insulting!

NuttyMacaroon Mon 19-Mar-18 14:55:14

Thanks Outy, that gives me hope that I may still get my money back!

I probably won't order from them again though. I recall having one missing bottle of wine last year at some point and I have had to report 3 or 4 damaged egg boxes. Therefore I expect I am now on their dubious customer blacklist!

MagicFajita Mon 19-Mar-18 14:55:29

Tweet them your complaint.

ShatnersBassoon Mon 19-Mar-18 14:56:42

He's probably accidentally handed it over at another house, or it didn't get put on his van. They'll have video footage to check etc.

It can take a few days to get your money back for a squashed loaf, so don't assume you're not getting a refund just because it isn't instant.

NuttyMacaroon Mon 19-Mar-18 14:58:11

Yes MyKingdom, you are probably right, I should not take it personally! 😳

They did do a fair amount of checking whilst I was on the phone though, including looking at the photos of the items sent out on the van. They can clearly see the bag with the wine in it, so they know it left the depot. Hence me wondering what more they needed to know - other than I didn't receive the bloody wine!

hmcAsWas Mon 19-Mar-18 14:59:22

Do you have a Waitrose near you? Could you order from them rather than use Ocado? Your ordering relationship will then be with the one Waitrose store that delivers your order and you are much less likely therefore to encounter a similar scenario

omBreROSE Mon 19-Mar-18 15:00:54

Interestingly l’ve been refunded by both Tesco and Waitrose when this happened.
It wasn’t wine though.

NuttyMacaroon Mon 19-Mar-18 15:03:36

I do have a Waitrose near me, quite small, but that is a possibility, thanks for the tip hmcAsWas 👍🏻

I even told them the number of bags I received (9) versus the number they charged me for (10). Although I admit they probably need more proof than that to prove my innocence 😂

nemno Mon 19-Mar-18 15:12:57

If you ever do use them again and get any problems just do the online refund request, it takes far less time than ringng, is far less personal and I've never not been given a refund. I never actually was aware they investigated so have never felt under suspicion.

WobblyBanana Mon 19-Mar-18 15:13:32

Ocado have always been fine at refunding things before, no questions asked. I can't remember if I've ever not received wine though, maybe it's a particular thing they do for that?

WobblyBanana Mon 19-Mar-18 15:15:44

Don't they usually send wine in one of those cardboard wine carriers though, rather than a bag? Especially if it's 4 bottles?

SleepingInYourFlowerbed Mon 19-Mar-18 15:20:10

I've had missing items refunded from them, no question, too. But then it's never been more than a couple of quids worth. I wonder if they have an issue with people claiming that they didn't receive wine when the did. I can understand why they'd want to investigate first although I also see why its annoying to you OP

purplegreen99 Mon 19-Mar-18 15:21:13

Did you answer the door yourself? Just asking as I know they've taken wine back before when my 13 yo answered the door (as obvs they can't hand over alcohol to a child). They've always refunded missing or damaged items to me no questions, but I've never had something missing that was worth more than about £6.

Gruach Mon 19-Mar-18 15:21:35

That’s unfortunate - I’ve never had any problem with refunds, on the very rare occasions when something is missing. Have used both phone and online refund request - the latter is better when you’re feeling annoyed! I wasn’t aware of their investigatory process.

I’ve certainly never experienced anything that would prompt me to stop using them (after several years). I’m sure they will eventually refund you OP.

YetAnotherNC2017 Mon 19-Mar-18 15:23:06

I had the same problem with asda. £48 worth of shopping missing. Because it included wine, they refused to refund.

I’d spent £150 a week with them for several years so I was hardly going to lie. They never saw my business again after that!

MyBrilliantDisguise Mon 19-Mar-18 15:25:15

I wonder whether they have cameras inside their vans, too. Is that likely?

JaneEyre70 Mon 19-Mar-18 15:25:50

I've never not had a refund from Ocado, including a smashed bottle of expensive gin. I'd let them investigate first.

Sleepinghooty Mon 19-Mar-18 15:29:41

Surely most likely is it's on the van still or went to somebody else by accident? You can't automatically assume the driver took it

MollyHuaCha Mon 19-Mar-18 15:32:33

I use Ocado a lot and I complain a lot about damaged items.

My money is on you getting a refund, especially if you spent £175.

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