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Original poster

Ocado delivery missing items

212 replies

burntheleaves · 23/12/2024 15:31

Is it reasonable to expect that a grocery delivery company figures out how to ensure customers get what they order?
Out of 6 packets of fresh sausage meat stuffing (2x3 different kinds ordered to ensure we got something) ALL of them have been removed from my delivery today as being out of stock.
Seriously? It's not that difficult. It's a PRE-ORDER. The order went in weeks ago. Cut off for the order was 2 days ago. How in gods name are they so crap that they ran out of ALL the stuffing FOR A PREORDER?

OP posts:
ImRonBurgandy · 24/12/2024 09:43

I've been cheeky and emailed them to ask for a refund of the fee as a long standing regular customer...

ImRonBurgandy · 24/12/2024 09:36

Oh bugger, I have probably deleted it. I have 9,726 unread emails and that's one I have deleted in a fit of organisation.

TheDowagerCountessofPembroke · 24/12/2024 09:19

ImRonBurgandy · 24/12/2024 08:46

I have a midweek pass and got my order yesterday. When roughly did the vouchers get emailed?

Just checked. Mine came on the 25 th September. It was titled, book your slot now.

TheDowagerCountessofPembroke · 24/12/2024 09:18

Gasp0deTheW0nderD0g · 24/12/2024 08:41

What! Christmas is ruined. Weekly order virtually every week for over 20 years. Clearly not the right sort of customer to get a voucher, though.

Xmas Grin
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The voucher is hidden away at the bottom of a very boring email. I only found it last year after moaning to friends that I didn’t have one. This year I nearly missed it too.

Dandeliontea123 · 24/12/2024 09:07

My Ocado order this morning was fine. It included everything I'd ordered when I had first placed the order, with just a couple of substitutions for items I'd added at the last minute.

doodleschnoodle · 24/12/2024 08:55

@HoppityBun Because the 'festive food to order' stuff that some supermarkets do is actually a preorder. It's ordered in advance specifically for you and has your name on it and you're guaranteed it, unlike the normal food order stuff that is just picked on the day like OP's sausage meat. Hers was not a preorder, she just added it to her shop ages ago, but it's not held separately by Ocado or kept on one side for her.

chosenone · 24/12/2024 08:52

Sorry to hear how mixed this has been. Pleased with ours, one Brie substituted with another, part bake rolls and a crate of IPA are the only missing items. He was 40 mins early though!

ImRonBurgandy · 24/12/2024 08:46

I have a midweek pass and got my order yesterday. When roughly did the vouchers get emailed?

Netaporter · 24/12/2024 08:45

Gasp0deTheW0nderD0g · 24/12/2024 08:42

Possibly, though, it's because I booked a slot on a Monday (i.e. yesterday) so would always have had to pay for that. Ah well.

Do you have an Ocado pass? The voucher is for pass customers I think.

Netaporter · 24/12/2024 08:44

Gasp0deTheW0nderD0g · 24/12/2024 08:41

What! Christmas is ruined. Weekly order virtually every week for over 20 years. Clearly not the right sort of customer to get a voucher, though.

Xmas Grin
Show quote history

Check your emails by just putting ‘Ocado’ in the search bar or email and ask for the credit if you didn’t get one. They are usually quite reasonable.

Gasp0deTheW0nderD0g · 24/12/2024 08:42

Possibly, though, it's because I booked a slot on a Monday (i.e. yesterday) so would always have had to pay for that. Ah well.

Gasp0deTheW0nderD0g · 24/12/2024 08:41

JewelleryCat · 24/12/2024 08:24

I have a midweek pass, they sent me a voucher so I didn’t have to pay the £9.99 delivery charge. I wonder why you didn’t get one unless it’s how often you shop with them, not sure

Edited
Show quote history

What! Christmas is ruined. Weekly order virtually every week for over 20 years. Clearly not the right sort of customer to get a voucher, though.

Xmas Grin
JewelleryCat · 24/12/2024 08:28

All in all, I’m pleased with Ocado. A couple of missing items and a couple of substitutions so that’s good and it’s coming later today

JewelleryCat · 24/12/2024 08:24

Gasp0deTheW0nderD0g · 24/12/2024 07:19

Not if you have a midweek pass.

Show quote history

I have a midweek pass, they sent me a voucher so I didn’t have to pay the £9.99 delivery charge. I wonder why you didn’t get one unless it’s how often you shop with them, not sure

myrtleWilson · 24/12/2024 07:39

Just waiting on my order - just one sub- Parma Ham for a different brand of Parma ham so jobs a good’un!

I did once (not Xmas) do a placeholder item of an expensive bottle of champagne and then completely forgot to do the rest of the shop so had to face a wrly grinning delivery drive stroll down the garden path with a solitary bottle of champagne ☺️

Sosijiz · 24/12/2024 07:31

Email has come through - no blinis, not even frozen ones. Why is everyone having a middle class Christmas? 😫

Sosijiz · 24/12/2024 07:28

My Ocado order is booked for 12 today. I checked the order over the weekend and had to go to Waitrose yesterday to replace what has been taken out of my Ocado cart. I might just have we’ll have done the full shop in Waitrose especially as it wasn’t that busy.

ImRonBurgandy · 24/12/2024 07:24

Netaporter · 24/12/2024 05:31

Tbf, you do get the £10 delivery cost refunded if you are a pass holder. They send a voucher for the same amount which you enter before checking out.

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Do you?! I never have.

Autumnblackberries · 24/12/2024 07:21

No pigs in blankets in today's order.
Email at 6.15am
Been to Asda and out again by 6.45 with sausages and bacon.
Pain in arse but saved £6.00 over the marks and Spencers version.
And they'd substituted by sauv blanc. Bastards!

Gasp0deTheW0nderD0g · 24/12/2024 07:19

Netaporter · 24/12/2024 05:31

Tbf, you do get the £10 delivery cost refunded if you are a pass holder. They send a voucher for the same amount which you enter before checking out.

Show quote history

Not if you have a midweek pass.

smileyplant · 24/12/2024 06:55

Just had the Reciept through- lots of subs and all the nibbles /party food are missing. Very disappointing Ocado!

ChannelFiveDrama · 24/12/2024 06:53

OP would you have kept all six packets if they'd been in stock or handed any of them back to the driver?

RedRiverShore5 · 24/12/2024 05:54

TheDowagerCountessofPembroke · 23/12/2024 23:26

Except that with Ocado it does.

Show quote history

Why do I have the occasional thing missing from my usual orders then if it's preordered it should be there.

SeatonCarew · 24/12/2024 05:52

I'm missing an entire bloody order. Thanks Morrisons. 😡

Do I win the thread?

NotOneOfTheInCrowd · 24/12/2024 05:52

The thing with online delivery slots is that they release them some time around October. So people reserve them by putting in say a couple of bottles of alcohol to bump the cost up high enough to check out the order, and then they go in two or three days before and add everything they want, meaning that the supermarket gets an influx of items added before it can often sensibly resource the stock.

And the way the orders are picked is down to the delivery slot. so you book a slot for first thing then you’re less likely to get as many substitutions for that day than if you book it later in the evening because the products have gone by then.

I shop with Sainsbury’s and I was fortunate that the substitutions I had were purely functional e.g. one type of foil for another etc.

But I bought my turkey crown and ham in person because I do think it’s risky to add those to the online shop, unless you’re ok with a turkey being substituted for a chicken or worse not being available at all on Christmas Eve and then having to scramble to the shops.