I used to have food delivered by Ocado and was really impressed - always on time or early (but phoned to warn if they were early), no substitutions, often extra freebies thrown in.
After a couple of year's gap I'm using them again (it being impossible to shop with 2 young dcs), and I'm a bit disappointed. They've only been on time once (out of about ten occasions), which seems to make choosing a specific hourly slot pointless. Usually they're an hour or more late. Today they're going to be 8 hours late (power cut - out of their hands, I guess). I get lots of substitutions (usually decline most as they're not what I want, but it throws meal planning out of the window). A fair number of damaged packets and broken eggs (which get refunded, but I want to eat them), etc. And delivery charges have gone up a lot this week.
I still keep using them because I want the products that they sell, but am curious to know if this was a general trend?
Hmm. I ordered an apple pie last week and they bought a frozen banoffee pie instead. I had to let it defrost as I have no space in the freezer. I had to eat it myself as ds didn't like it and it was more expensive. They have never substituted before. I was annoyed.
I've never had massive problems with out of stock stuff, only a couple of items the odd time. And they are very rarely late for me, in fact they often ring to ask if they can deliver early.
Their delivery charges do seem to have hiked but I just prepaid a years delivery charges for £99. Quite useful as have had broken foot so have been having deliveries every 5 days, plus you get one free Christmas week delivery at £9.99. I know it means I have to keep shopping with them for a year but I wasn't planning to change anyway.