Bad experience with Ocado. Has this happened to anyone else?

[OldieMum]

Having heard on MN so many times that Ocado are the best internet shopping site (they were also voted best by Which? magazine), and having found that they now deliver in this area, I started using them recently. I have been very disappointed. Many products are out of stock, the variety of stock is much less than offered by Waitrose and the service itself is unreliable. A few weeks ago, they lost one of my orders and retrieved it only after several hours. The final straw came today. I placed an order on Wednesday, for Thursday. It failed to appear. I checked the site - it looked as though I had not checked out (which I had). I e-mailed them this morning and they finally phoned me back this afternoon. Not only no apologies, but the man I spoke to implicitly accused me of lying about having checked out (I am absolutely clear that I did, and got the confirmatory message on my screen). Has anyone else had a negative experience with them, or am I uniquely unlucky? I just wonder whether they have overstretched themselves by starting to deliver beyond the M25.

[sparklygothkat]

I hope it wasn't my brother who was rude to you, though I think he is on inbound.

[kittywits]

We've always has excellent service from them. Their stock is more limited it's true but other than that, no. Hope you find a supermarket you like.

[shhhh]

We have used them once and they were really good..unlike TESCO , who, atm I find shocking BUT suppose they have me by the balls as they stock all I need/want which I don't find with ocado/waitrose...these I find just stock items I need now and then iykwim...

I got a mailing off ocado asking for me to return as a customer..offering £50 if they didn't deliver on time or had any item out of stock and no substitue...

I would use them more often tbh if they stocked more.....I liked the bag idea btw..red:freezer Purple:cupboard etc....

Tesco could do with looking at competition and the customers needs/wants imho..Too laid back.

[dassie]

Did you get an email confirming your order?

If not, maybe it didn't check out properly.

Personally I find them fab and their customer service people listen to the complaints (I complained that they always sent me dented tins and they refunded all my tin purchases from the previous 5 shops - all I wanted was for them to be more careful in the future!)

Did you call or email your complaint? Email goes to head office so may be better.

Also, Ocado is not actually part of Waitrose so will not have all of their products. Have you tried using waitrose online instead?

[Chelseamum]

never ever had an issue with Ocado...

always brill, always on time... i am in London though...