Ocado are suspending their reserved order system

[Neednewwellies]

I’ve been using Ocado for 12yrs. We pay extra for a reserved pass. A week or so ago they emailed to say existing customers were priority and especially those with a reserved slot. Made a thing about supporting loyalty etc. Now today I’ve received an email telling me that not only is the delivering expecting tomorrow not coming but they’ve decided to suspend the reserved slots and it’s every (wo)man for themselves. Of course, there’s no slot available for weeks.
I’m angry and worried. Why not continue to prioritise those who have a set slot. Surely adding those thousands into the traffic of people desperately trying to get a slot will just make the situation worse? As soon as this is over I’ll be leaving them. No way will I continue to pay extra when they’ve behaved like this. How can they leave it until the day before to drop this on us? £150 a week plus the monthly fast pass fee to be treated like this. I wouldn’t even mind if they were on twitter holding their hands up but they’ve gone silent.

[MrsGoodman]

I’ve given up on Ocado too - every time go to their website the virtual queue is between 2 and 4 hours long. I emailed them yesterday to say I want to cancel my delivery pass immediately but haven’t heard back yet.

[Neednewwellies]

Just received an email saying more slots just released but still none showing on there. Why would they dump the reserved slots other than to appease others on there hunting for a slot?

[FudgeBrownie2019]

I think in the current climate they've had to do this because some of (even most of) the reserved pass customers aren't high priority. We've been with Ocado since we've lived here (May 2008) but have accepted that they're probably a)struggling and b)trying to keep slots available for him risk customers, which we aren't.

Unless you're a high risk customer YAB a little bit U to think you should take precedent over people whose lives are more vulnerable from this virus. If you have the capacity to go to a supermarket and physically distance yourself from everyone whilst there, you should do that. Those online slots should be focussing on the people whose lives depend on not contracting Coronavirus.

[Neednewwellies]

Yes I think all reserved customers should cancel after this. Can’t believe they’ve taken a slot I’ve paid for for 12yrs just to put it into circulation. In what way does that benefit their overworked system?

[Bluntness100]

Why have they cancelled your delivery? Have they said?

[BarbaraofSeville]

Because they're prioritising people who need home delivery because they can't leave the house, rather than sharp elbowed but younger healthier people who could shop in person, but would rather not.

Not saying that this applies to you, but it will be the case for a significant number. They have limited capacity, so need to focus on people who need the service, not just want it.

[Neednewwellies]

FudgeBrownie, I’m a keyworker but not vulnerable. I just hope all reserved customers up and leave afterwards. Why send the ‘loyalty’ email last week? I don’t believe everyone who had booked an Ocado slot is in the vulnerable category. And the email didn’t say anything about vulnerable customers just that suspending the reserved made it fairer.

[CottonSock]

I have got much more respect for tesco after this. I pay monthly for both, but ocado has been pointless.

[ElfDragon]

Reserved doesn’t cost anything, does it?

Smart pass delivery has a cost - essentially prepaying delivery costs - but reserved was just a way of having your order generate each week for the same time slot, and was just a feature offered on the website to everyone.

I understand the annoyance - I’ve been an Ocado customer for 15 years, and a reserved customer for longer than I can remember, and I have no idea whether I’m getting a delivery this week or not (I wasn’t, then I was, now I might not be!) but it does annoy me when people (here and Twitter) get on their high horses about ‘paying for reserved’. It was a bonus feature there to make people’s lives easier. It isn’t working, so Ocado have disabled it.

[Covidisdrivingmecrazy]

Well I'm vulnerable and if they cancel my shop for Saturday I'm fucked. Plus I added stuff for my friend who's husband just finished chemo (was going to leave outside my door for her to collect) because she couldn't get a slot.So two "vulnerable" families fucked.

[Neednewwellies]

@Bluntness100, they’ve said they are suspending the reserved order system to make it fairer.
@BarbaraofSeville, I don’t believe that every delivery slot is being used for a vulnerable person. In fact I know it’s not as I know someone who had a delivery yesterday after booking that slot about 3wks ago.
I don’t think it’s about prioritising the vulnerable but making it a free for all first come first served. And incidentally, I had items on my order including bread and milk that I was taking to a neighbour.

[FuzzyLegs]

I need a delivery (mobility issues and vunerable) and I pay monthly for my deliveries. I have sent Ocado an email detailing all of this. I got a generic email in reply stating to look at their website for cv updates and more general delivery slots were being released to all. Completely missed the point of my email.

[Neednewwellies]

@ElfDragon, yes we have smart pass. So yes it does cost more. I can’t see them suspending and refunding that though.
Part of my anger is the email last week saying they’ve decided to support existing loyal customers.

[Chloemol]

I will also be leaving, in fact from the Facebook page lots will be, so they can make the most of it now. I have three vulnerable family members, not sure how they would know I have though? I dont want to go to the supermarket with the possibility of getting it and sharing it

Trying to get hold of them is a joke, and as for that email from the CEO, no idea what planet she is on

[FuzzyLegs]

I keep watching supermarket delivery vans drive past my window. I wonder how long it will be until people start robbing the vans, like modern day highwaymen. Stand and deliver, your pasta and your loo rolls.

[Neednewwellies]

@CottonSock, are Tesco still delivering to their existing customers?

[ElfDragon]

NeednewWellies, that’s my point.

Reserved has been suspended. The free tool which made repeat ordering easier.

Smart pass is a paid for service, which arguably is not good value for money right now since no one can reserve any delivery slots.

The two are separate things, and only one (reserved, the free one)!has been suspended.

[CottonSock]

Yes, no issues with Tesco so far. Only a couple of subs this week, and I got loo roll!

[CrumbsThatsQuick]

I have been so impressed with Tesco...

[Neednewwellies]

@ElfDragon, ok I take your point but as they are unable to provide any slots then they’re selling me thin air. Therefore they should not be continuing to take payment for a service they’re unable to provide.
I hope @Chloemol is correct and huge droves of loyal customers leave after this. I will definitely be one of them.

[Megan2018]

I’m expecting ours to get cancelled and then really will panic as both husband and I are only 3 days in to 14 days of self isolation (because our baby had a temperature). Neither of us is allowed out to the shops, so what will become of us?! Our only neighbours are in their 80’s so they can’t help us. We are rural, so shops are a 30 mile round trip away!
We were leaving Ocado when they switch to M&S but will be sooner at this rate!

[FudgeBrownie2019]

Why send the ‘loyalty’ email last week? I don’t believe everyone who had booked an Ocado slot is in the vulnerable category

I agree completely about this - I think the last couple of weeks everything they've been reactive rather than proactive and it's shot them in the foot.

Also agree about those booking slots not being vulnerable - panic breeds panic and once the press mentioned stockpiling and supermarkets everyone went a bit nuts booking slots they didn't need. It's the shitty side of human nature.

Stay safe, OP, and I hope you do get the supplies you need.

[LittleBearPad]

That’s really odd as I’ve had an email saying it hasn’t been working as it should and they are working on it and will restart it ASAP.

[iVampire]

I am a vulnerable/shield long-standing (15 or so years) Ocado customer

I have been trying and trying to see if Ocado will do as at least one other supermarket has done, and prioritise the exceptionally vulnerable. Both from when it was clear I would be in that group, when they cancelled a delivery, when they cut off editing without warning, and now that I have my governmental letter

I cannot get an answer from them

I’m not an existing customer anywhere else, so don’t expect them to prioritise me ahead of their established customers

I cannot go out to the shops, it’s just too risky, Sometimes I just want to cry about this. 12 weeks indoors is challenging enough, and I just wish Ocado would do what others are starting to do

The government hub should mean I get food parcels, but why does it have to come to that?

[ChipsAreLife]

That's rubbish! A days notice is so shit. Mine is due to come in the morning. I'm now worried it will be cancelled. I also have a reserved slot but knew they would take them away. I'm pregnant with asthmatic kids but will have to brave the supermarket now