Ocado...

I use Ocado too. I am very pleased with the service. The drivers are always lovely and there are rarely substitutions or missing items. I have noticed recently however that some of the packing is a bit odd- heavy stuff on fragile stuff etc. I popped into M and S recently and noticed some of the things seemed cheaper in store- might have to pop in on occasion.

Same here my order was cancelled three times in the middle of the night, saying my card declined. There is several hundred pounds in the account so no way it declined. I placed an order with Tesco woosh as it was an emergency and the card cleared just fine. Now I'm a arec to use them again for a big shop as I will be screwed if they cancel it and we have no food. Tesco called me once as the card on file had expired and we sorted it in the phone as they charge when the shop has been picked, not the night before.

We switched from Sainsbury's to Ocado just over a year ago. We were also fed up with throwing food away that had gone off and silly substitutes (ordering 500g rice for example and getting 100g bag of rice instead at twice the price, so even with the price match it was ridiculously more expensive). The marginal price difference doesn't matter when we hardly have any waste. Very few substitutes and usually on time, although this evening our delivery was an hour late.
I also find their own brand stuff much better quality than other supermarkets and I like being able to buy M&S as their products offer a good middle ground between branded and own brand.

I've had the opposite experience! Find their customer service so rubbish and patronising.

I was helping my very disabled friend get a shop and she didn't transfer the money until the morning because we'd checked their website and it said it wouldn't take payment until the morning. They cancelled the order in the middle of the night because they didn't take payment and offered no help, just continuously telling us it was her fault. It's like they're allergic to sorry.

They're also regularly late, my husband had to go into work late twice because our order didn't come and heard nothing from the driver - although they were apologetic both times. No vouchers like previous posters have said though! Strange how it's different everywhere isn't it, maybe our local depo is just rubbish.

Also really don't appreciate them charging more for substitutions.

I agree totally with this. I have now stopped buying any prepared M&S veg from my ocado delivery. Even 2 days later it is looking really gross.

I love Ocado. We switched from Tesco and I've not noticed any real increase in our shopping bill. Even the M&S products are generally comparable to the ones I was buying from Tesco unless I'm deliberately looking at premium items as a treat.

I can only think of one occasion that they've been late. I can't remember the last time I had a substitution, nevermind a stupid one like I'd get from Tesco. So it's absolutely worth it for me.

We’ve found quite short dates in perishables with Ocado, so it’s really not been of benefit.

Like someone else mentioned, I stopped using Ocado after they stated on social media that "woman is an adult female" was not in line with their values.

I had been a regular customer before that, but couldn't continue once they started down that road. Who do you think your main customer base is Ocado?

Love ocado! Always on time, few substitutions, friendly and professional delivery drivers, easy to get refunds for dodgy packing, during Covid when I was having chemo so couldn't go anywhere, they only couldn't deliver one week. This was when the internet was groaning about deliveries not being available.

Asda, mouldy food delivered, Tesco waaaaaaaaay to many substitutions week after week, Sainsbury's didn't price match, eg pack of three for X price - these were unavailable so sent me three individuals at a huge % more 🤐. Waitrose, not until I win the lottery. There's only Morrisons I've not tried yet, but why change?

Trying to remember which of the supermarkets it was whose driver called me to say he unfortunately wouldn’t get to me that night because he’d accidentally driven off the road into a ditch and got stuck (he was fine, I did check!) Whoever it was, I did eventually get my delivery at about 11pm, as they’d sent another van out to offload all the orders. Was quite impressed with that one.

I have used OCADO for several years. All the drivers are polite and helpful (apart from one miserable git!). Always ring if they are going to be early or late; generally it is because they are early. Like that there is a wide range of goods including unusual European foods: la Vieja Fabrica conserves and d'arbo 70% sour cherry jam are the stuff of dreams. Rarely have missing items and usually all foods have a long use by date. Site is easy to navigate. M&S meal deals are good.
Occasionally I find a surprise gift in my shopping; last week it was a magnum!

I am not a "loyal" customer to any of them. I do shop online... God I hate going to the supermarket, especially the huge ones.

Ocado send vouchers if you haven't shopped for over 4 weeks, waitrose seems to be 3 weeks, tesco send vouchers from time to time, and often get an amazon voucher to use on Morrisons, so we tend to use the one that offers best.

The thing I hate with Ocado is you can be shopping away adding to the basket, get to the check out and "not available"... sometimes/often even, it is the few items you actually want to get from ocado, your reason to shop with them (m and s Chinese fakeaway box , frozen cookies, big 18? can pack of san pellegrino, and roasted garlic mayo being my "reason to shop").
Latest shop delivered today was tesco. Everything there, everything fresh.
Next week will be Waitrose... if the mozzarella stuffed meatballs are available!
Choose cheapest delivery slot each time... but have a tesco delivery plan as we do our bulk cleaning/laundry/etc etc with them. Food with everyone.

I’m a fan of Sainsbury’s but Ocado is more reliable and cheaper.

I’m with you, love Ocado
i have a voucher for money off a tesco online shop and it’s just one of those things I’ve gotta do - but genuinely wish I was shopping with Ocado!
their customer service is next to none. Always find the delivery people so lovely, makes such a difference.

The only issue I have is the beyond awful way the bags are packed - absolutely no rhyme or reason to how they are put together. I’ve complained so many times and been refunded without issue for things like damp flour, split packets and squashed cakes

Lots of it is picked by robot.
Which often seems to mean heavy stuff dropped onto lighter stuff.

I used them quite often before the AHF billboard fiasco, but only when they sent vouchers because they were noticeably more expensive Sainsbury’s.

I didn’t find the service any better or worse. However, we seem to be quite lucky in that the Sainsbury’s in our are is very reliable. It’s not the case everywhere, I gather.

That could be Ocado or it could be your bank/card security. Mine hate it when I shop somewhere new.

I am another Ocado user - mainly because they sell items I want that I cant get locally.

I have never had a substituted item and as everyone says deliveries always arrive at the time they should. Occasionally I’ve been called to see if they can deliver early which is never a problem to me.
The only issue I have is the beyond awful way the bags are packed - absolutely no rhyme or reason to how they are put together. I’ve complained so many times and been refunded without issue for things like damp flour, split packets and squashed cakes
Apparently the bags are packed in the warehouse and the drivers have no idea which bags they’re delivering until they arrive. I had always wondered why it took them so long to get out of the van and bring the bags, but we live in a very poor reception area and they often have to wait for the information they need to load.

Three times last week ocado cancelled my order saying my card declined which is untrue. I would prefer to use them as you can get same time delivery for free but I can't trust them after that.

I wouldn’t even consider using Ocado after their reaction to the woman: adult human female billboard in Liverpool.
Why support a company that doesn’t know what a woman is?

Ocado has had trouble getting in sync with M&S over fruit and veg
(particularly pre prepared stuff) over the longevity of products. I’ve had stuff that was 2+ days in date but looking like it needed to be used that day. I’m not sure why that’s happened. I’ve also noticed that the guaranteed shelf life on the Ocado website for a lot of M&S fruit and veg is down to 1+ - at least one day.

Ocado is my supermarket of choice because:

Long use by dates (warehouse)
Almost no substitutions (warehouse) - maybe 1 in every 20 deliveries
Always on time (sometimes early, but they call first)
The widest range available
Price match to Tesco (and vouchers if your shopping costs more)
Availability of delivery slots (I just looked, and I could get a shop delivered at 11am (and any time thereafter) tomorrow, if I booked it now)
The app is SO easy to use - I can do a shop in about 10 mins
Easy process for reporting any issues, and hassle free refunds
Own label products are good quality (fruit and veg, mainly, plus tinned/dried stuff)
And probably some other reasons I haven't thought of!

I do a shop with them every 10 days or so, and then go to Lidl in between for stuff I prefer from them.

I've had a couple of terrible experiences with ocado. They didn't deliver my order as they ran out of time - it was 3pm not 10pm. Then they redelivered it the next day but without any of the frozen items as they aren't allowed.

Then the standard short dates and unavailable items that every supermarket suffers from.