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(former) Ocado reserved...

(53 Posts)
thereisfreedomwithin Sat 04-Apr-20 17:29:44

I've had this email now... it's not going to be reflected by anything on the site, is it? <sigh>

"We have been working extraordinarily hard to serve our customers and we are proud that, with our tremendous frontline colleagues, we delivered more food last week than we have ever delivered to UK homes before.
However, we know that many of you are not getting as much access to our delivery slots as you would like. We also know from your feedback that we haven’t done a good enough job yet of explaining what we are doing to help. We are sorry, and we know how frustrating it must be to not be able to find slots as easily as before. Trust us, it isn’t because we don’t want to be delivering more.
We’re hoping, once you’ve read this email, that you’ll have a much clearer picture of how and when to book delivery slots.
Booking your deliveries:
We consider you one of our most loyal customers, so we’re offering you the chance to have one delivery every 7 days.
Obviously, if you don’t really need a delivery that often, there’s no need to book every time. It will give us the chance to offer more slots to other customers who need them.
As there will need to be a gap of 7 days between deliveries, you won’t be able to see available slots 6 days either side of any slots you have booked. However, we will let you see slot availability two to three weeks ahead of time – so it’s easier to plan in advance.
If you are placing an order and you know someone locally who can’t get to the shops, consider adding a few items for them to your order.
When you do book a slot, we ask you to place an order and check out everything you need in one go. The cut-off time for editing orders is now 48 hours before delivery, but given the current circumstances we may need to bring forward the cut-off time.
At busy times, you may still have to queue so we can keep the website running smoothly.
These are quite big changes so please bear with us while we iron out any kinks and get all our customers into a new rhythm with their shopping. This should hopefully improve your shopping experience going forward.
We will also be giving other special categories of customers access to delivery slots.
If you have any questions, hopefully our dedicated FAQ page can give you any more information you need.
Finally, these are unprecedented times, and we really do appreciate your continued patience and understanding."

OP’s posts: |
thereisfreedomwithin Sat 04-Apr-20 17:32:12

and...drumroll.... nope. nada. "Book a delivery" tells me the next 3 days only during which there are unsurprisingly no delivery slots.

Ah well - have got a veg box from milkman now....

OP’s posts: |
kingkuta Sat 04-Apr-20 17:47:22

I thought this too but if you click on the calendar icon on the booking page it takes you to future weeks bookings. I was able to book for 16th

MrAlyhakinsMassiveYacht Sat 04-Apr-20 17:51:14

Are you still paying? Tesco have at least suspended my delivery pass and given me a refund.

FlamingoAndJohn Sat 04-Apr-20 17:52:47

You get 7 days? I get 14.
Which is a complete arse because my plan was to send a delivery every other week to my mother.

Magic2020 Sat 04-Apr-20 17:56:22

This has just come in today I think - for the first time today I've been able to click on the calendar icon and book another slot 7 days from the one that's already booked for next week - having waited two and a half weeks for that one.

gillybean2 Sat 04-Apr-20 17:58:29

More in-depth discussion of the various ’loyal’ or otherwise emails received on the Ocado delivery thread

NotAnotherUserNumber Sat 04-Apr-20 18:58:31

What is shocking about this is that they are sending out different emails to different customers with different processes.

I am assuming this must be based on how much you spend. It isn’t loyalty because I have been an Ocado member since they first started many years ago, but perhaps are spending just isn’t as high as some families so we aren’t as valuable as customers.

My email says I will be able to see slots 7 days in advance rather than two to three weeks ahead.

FlamingoAndJohn Sat 04-Apr-20 19:35:14

I have been a customer for over 10 years and a smart pass customer for most of that. But my spend is only about £45 a week.
I’ve been told I can only have an order every 14 days.
Not impressed.

StapleMyBananas Sat 04-Apr-20 19:37:13

I thought this too but if you click on the calendar icon on the booking page it takes you to future weeks bookings. I was able to book for 16th

Me too. OP, click the calendar icon and see if more dates are then available for you...

Innitogether Sat 04-Apr-20 19:42:40

My email said I should try on Thursday and I should see slot availability for 4 days ahead. I got through to the site today for the first time in weeks but no slots were available and calendar would only let me see 3 days, which were all taken.

Strawberrycreamsundae Sat 04-Apr-20 19:45:24

I’ve cancelled my Anytime pass, very unimpressed with Ocado. Despite receiving the same emails I couldn’t book a slot at all.

Verite1 Sat 04-Apr-20 19:46:31

Yes definitely click on calendar. I got a delivery that way today

ChequerBoard Sat 04-Apr-20 19:48:23

Works fine for me, obviously the usual view only shows 3 days as that is all there is room for. Click on the calendar button and it shows you any days in the month when delivery are open to you. I have delivery booked for next Sat and the Sat after.

Ffeyone Sat 04-Apr-20 19:50:21

My email says I can have a slot every 7 days and book three weeks ahead but I spend £150 a week and have done for about 7 years

FlamingoAndJohn Sat 04-Apr-20 19:51:36

If I click on the calendar I still only get the options of days up to Wednesday.

StapleMyBananas Sat 04-Apr-20 19:55:56

My email says I can have a slot every 7 days and book three weeks ahead but I spend £150 a week and have done for about 7 years

Our email says that too. We've spent about that for several years, plus have an anytime smart pass. Not sure which bits of that mean we get the 7 day thing, though?

Ffeyone Sat 04-Apr-20 19:58:00

We have the anytime pass too, I’m not sure if that influences the 7 days? I’m just so grateful to get on the website as hadn’t been able to for a week

chickedeee Sat 04-Apr-20 20:00:14

I've been trying to cancel, they are ignoring my emails angry

Twolittlebears Sat 04-Apr-20 20:00:43

Our email said we could have a deliver every TEN days. We're smartpass anytime but had a reserve slot. Customers for eight years or so. Every ten days works for us. Strange that they're offering different things to different customers?!?

ChoporNot Sat 04-Apr-20 20:10:30

*I thought this too but if you click on the calendar icon on the booking page it takes you to future weeks bookings. I was able to book for 16th*

Me too - click on the calendar link

Meredithgrey1 Sat 04-Apr-20 20:28:34

Our email said we could have a deliver every TEN days. We're smartpass anytime but had a reserve slot. Customers for eight years or so. Every ten days works for us. Strange that they're offering different things to different customers?!?

My PIL were also sent an email saying they could only have one every 10 days. They'll be livid if they find out other customers got 7 days!

mimbleandlittlemy Sat 04-Apr-20 20:29:55

Click on the calendar link as others have said. Had no trouble getting a slot this afternoon for 16th which was the earliest I need.

mimbleandlittlemy Sat 04-Apr-20 20:30:49

Could have had one for next Saturday but don’t need it.

mimbleandlittlemy Sat 04-Apr-20 20:34:25

Don’t mean to drip feed - went back to check our email - ours says every 7 days.

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