Reasonable failure rate for online supermarket shop

[Fluffsmum]

What do you expect to be a reasonable failure rate for your online supermarket shop. As in not turning up, being cancelled, damaged broken stuff (e.g. not the food not being in stock).

There's obviously a back story to this, but I want to know if I'm expecting too much before I give more info.

Use Tesco regularly I think it’s been late twice in several years. Some odd substitutes until I changed it to no subs and now very rarely anything missing.

I like the short-date warnings on things and the opportunity to return them if you aren’t happy.

Never had a broken item or any really bad fruit/ veg yet.

Tesco all the way here - since dial up modem days - can you imagine doing a non picture based order nowadays!! 20 years!

In those 20 years we have had one cancelled order - due to snow. I have had no late orders and maybe 20 where they have rung and asked if I can take it early as they are in the area.

We have had the odd substitution here and there that the driver took back as unsuitable, but I generally have set up my own substitution rules for the items I usually buy.

We tried Waitrose once - they forgot our chilled goods, delivered them 6 hours later by taxi after I complained that I had no actual "meals" to eat and yes I'd like them now please.

Ha! How are the mighty fallen. Having praised Waitrose upthread, yesterday they left all my chilled goods in the delivery van. No, person on the phone, I don't want a bloody refund, I want my shopping. Arrived last night at 6.30, 8 hours late. Barely an apo!ogy. Generally, though, they're very good but if it happens again, they're gone.

Ocado - had my first substitution yesterday in probably over a year. More often than not, I get a phone call saying they will be early if that’s convenient. Once didn’t turn up at all.

Tesco - reliable, sometimes have substitutions.