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Ocado Anytime Smart Pass holders - have you received priority access yet?

(1000 Posts)
Milky77 Fri 27-Mar-20 12:45:06

Email sent to anytime pass holders (at least) on Thursday

We have experienced such extraordinary levels of demand in recent days that despite our best efforts, we simply have not had enough capacity to serve all our customers.
To put it into context, practically every Ocado customer, no matter how infrequently they may have shopped previously, is now looking to place an order every week. At the same time, with families at home, the average size of orders has almost doubled. This means there is an unceasing level of demand several times our current delivery capacity.
We’ve already taken decisive steps to manage this demand, closing our doors to new customers, and limiting customers to one delivery slot every seven days. However, despite these measures, we can see that not all Smart Pass customers have been able to book a delivery.
As an Anytime Smart Pass member, we consider you to be one of our best customers, so we’ve set up a temporary priority queue to enable you to book a delivery slot each week.
How you will get access:
We have divided all paying Anytime Smart Pass members who joined before 2020 into a number of equal-sized, randomised groups. You will be placed in one of these groups.
At spaced intervals, we will give each group access to the priority queue, enabling them to quickly get in and choose a slot for their weekly delivery. We will do this by sending each group an email and text message between the hours of 9am and 5pm, starting tomorrow.
Once you get your email, you’ll have the rest of the day to place and check out your order. Please wait for your message, as you won’t be able to access the priority queue at other times.
Please be aware that there is still high demand for slots, and you may not see full availability for all time slots. But, because we can now prioritise the customers we let on to the website, and each customer can only have one slot, you can be confident that there are enough slots – and groceries – to go around.
Our developers continue to work on a better solution which will allow us to manage this in a simpler way but, for now, this fix at least helps us to prioritise you in the short-term. It makes access fair, and helps to keep traffic to our website at manageable levels, ensuring you the best possible shopping experience in the circumstances.
Please note: our usually all-knowing Customer Service team can’t set-up or change this temporary process, so they won’t be able to tell you which group you are in, or when you will get your email.
Thank you for your continued understanding and patience. We all understand the huge responsibility placed on us, and we are working tirelessly to help feed the nation at this challenging time.
Your Ocado team
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Whilst in place, these measures override the relevant provisions of our Terms & Conditions.
You’ve received this message as it contains important information about your ocado account.
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Will be v glad to have a slot confirmed. I would have cancelled my Ocado subscription otherwise. As a customer who orders weekly and should also be screened, I was getting quite concerned what the next few months would be like.

Anyone had their priority access yet?

OP’s posts: |
BookShop Fri 27-Mar-20 12:46:14


GiantKitten Fri 27-Mar-20 12:47:00


GiantKitten Fri 27-Mar-20 12:48:11

Just answering this here from previous Ocado thread


Does anyone know, if you go in an actual supermarket how far they police whether you are buying 'essentials'? What even is an essential really? Are there things you can't buy?

A few days ago DH was buying non-alcoholic wine in our smallish Tesco - he had 4 bottles, but had to put 1 back as the limit was 3 of anything.

Another time I had to buy loose onions when there were no bagged - I had 6, & wondered if they’d make me put 3 back, but no grin

So on that basis I think they’re being strict but sensible!

sar302 Fri 27-Mar-20 12:59:21

Not yet - waiting for that magical text....

bookgirl1982 Fri 27-Mar-20 13:00:55

No message as yet

viccat Fri 27-Mar-20 13:02:40

No. I do have an existing order confirmed for Monday so I imagine they won't prioritise me just yet (rightly so).

defthand Fri 27-Mar-20 13:03:50


jeffgoldblumlovespenguins Fri 27-Mar-20 13:05:11

Nope !

SurpriseSparDay Fri 27-Mar-20 13:09:34

Yes to the email.

No code yet.

Lifesbetterwithwine Fri 27-Mar-20 13:11:24

Not yet. Have been checking all morning,

QueenPashley Fri 27-Mar-20 13:13:29

Yes, I have received the email but nothing further yet.

SteakFrites Fri 27-Mar-20 13:14:04

Still waiting!

ihatethecold Fri 27-Mar-20 13:17:20

I already have a delivery booked for the 3rd so I imagine I won’t receive one until the following week.

theneverendinglaundry Fri 27-Mar-20 13:17:33

Got my anytime smart pass in November 2019.

Have heard nothing yet.

Can't even get in the queue to edit my delivery for Monday. I spent 4 hours queueing this morning and when it was my turn, the site crashed.

TowerRingInferno Fri 27-Mar-20 13:20:02


mumsiedarlingrevolta Fri 27-Mar-20 13:26:50

no but I have an order coming tomorrow.

I order weekly and have been for years-now trying to balance feeding 5 adults with (fair enough) product limits-I wish they would explain the categories-for example is anything frozen the same category?
I couldn't order cream cheese because I had cheese (I think) and I tried to swap and put something back to add something in same category and it wouldn't let me cake not cake

Raindancer411 Fri 27-Mar-20 13:27:33


Bluntness100 Fri 27-Mar-20 13:31:08


WeKnowFrogsGoShaLaLaLaLa Fri 27-Mar-20 13:31:54

Yes. I got a text telling me today was my day. You still can't get on or get anything done.

Bridgeofpies Fri 27-Mar-20 13:33:44

Yes I got it and just posted the following in another thread. It’s as @WeKnowFrogsGoShaLaLaLaLa says!

Yes I had it. Got the email to say I was good to go this morning but it’s not working very well!

Waited in the queue for half an hour, which was fine, then the site was super slow. Finally managed to get on and out my groceries in the basket but then found I couldn’t check out because no delivery slots at all. Not a single one. I checked a few times.

Then, as I was contemplating what to do next I got kicked out of the site and seem to be back at th back of the queue with a wait time of “more than an hour”

I mean, is it even worth the effort. Am tempted to just go to the bloody shops!!

Tartyflette Fri 27-Mar-20 13:36:54

Yes, got the text this morning and it said i had priority access today. Am currently 10,000 - odd in the queue, half an hour to wait, it days. Was over an hour when i first got on so not too bad.

Tartyflette Fri 27-Mar-20 13:38:50

I already have a 'reserved weekly' slot for next week so i just have to edit my regular order - it has more than i need on it.

winningwhilstlosing Fri 27-Mar-20 13:39:56

No text or email here - checking my emails constantly. I am giving up hope. sad

Chosennone Fri 27-Mar-20 13:43:19

Not yet 🤷‍♀️

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