To be really unimpressed with Ocado

[thereinmadnesslies]

I placed my first ever Ocado order to thus, which was due to be delivered today between 4-5. I got a call at 4 to say they've had some problem, so actually they will deliver at 7pm or so. Which is a huge problem as DS1 has a friend over and the order included food for their dinner, and I can't bring myself to drag three kids to the supermarket. I've found something to feed them in the freezer, but it's pretty moderate, and if Ocado do get sufficiently organised to deliver at 7 it will disrupt bedtime.

So would I be unreasonable to tell Ocado a) that they are crap and b) to cancel the order

I would be VERY surprised if they don't give you a voucher as compenstaion - ime they have been excellent.

Annoying. Repeated incidences like yours, OP, are why I changed to Sainsbury's. Touch wood all good so far!

I am with camperfan Ocado are rubbish at the moment. Over the past year they have gone from fantastic with excellent customer service to 'couldnt give a shit'

The last 3 orders I have had were late. 2 I knew about and the last one I had no idea about. They turned up at 11.45PM and I was livid to say the least. Driver woke the dogs up, they started barking which woke DS up. I was trying to sort out shopping, bring it in, and then had freezer things to put away - in the dark - freezer is out in the big shed.

I complained and they just didnt give a toss. So - I have not shopped there again and wont. Will stick to Waitrose and M&S and pop to local Tesco for little things when needed.

Hurrah! The delivery has arrived, with no substitutions. The driver said that the packing system at the warehouse had broken, so products were being put into wrong orders. He was polite and apologetic, but no offer free delivery next time or anything. Maybe I'll try Ocado again, but I'm a bit underwhelmed at the moment

I've used them for four years and never had a single problem like that. We've lived in opposite ends of the country in that time and so I think it's worth you giving them a go again as you have clearly just been very unlucky. That said, they got it to you!

Ring the call centre and ask for 'compensation' as you had free delivery.

The drivers can do it but it's at their discretion and Head office are really arsey about them doing it.

Try contacting them by email. I contacted them about badly packed items recently and they sent a personalised apology and refunded x2 delivery fees.

YABU. I think it's pure bad luck. I've been using them for 3 years and their service has been exemplary. The very few times things have gone wrong, I've received vouchers and even a bottle of good quality wine.

Today they had a major operational glitch and most orders were delayed. Mine was due at 1-2pm. I got a text saying they'd be an hour late but I was due to go out so I called them. They said as I wouldn't be in they'd deliver at the end of the driver's shift so I told them no can do as I'd be putting DD to bed. So he called the driver and the driver adjusted his route and came to me at 1.30.

To be honest, this is exactly what I expected of Ocado and is why I continue to use them.

My delivery was at least an hour and a half late last week. Poor driver looked stressed. It happens, at least they call you to tell you they are going to be late. I get a bottle of wine every year on the 'anniversary' of my first order. They mean well and they are going to have the occasional problem.

You can't go to the nearest store to collect an order, the base is in Hemel Hemsted and they send out the vans from there. It's not a store, just a bloody great warehouse. I think there's another, smaller one, in Coventry.

Give Peas a chance. I like the Strawberry van.

I want to post AIBU that anyone thinks this is acceptable?! Ocado are in financial difficulty and cutting corners everywhere. I received £25 compensation for an order that arrived 8 hours late, notified after it was meant to be here by the delivery driver. Technical difficulties obviously happen but the way they dealt with a catastrophic day will have an impact. I've never had many gripes with them, far better than our Sainsbury's lot who don't want to bring the groceries in. Never again though.

Well, I'd also be annoyed. I'm also surprised you didn't get compensation. That's not good enough. When Sainsbury's (who deliver to me most weeks) are even a couple of minutes late, they offer a £10 voucher. Excellent service and they always bring in (as do Ocado and Tesco, I hasten to add).

To the person up-thread who recommended Waitrose home delivery: I woudn't touch them with a barge-pole. I tried them once: half the items were missing and I had to rush out to get basics such as milk and bread that anyone with an ounce of common-sense would have thought to substitute. The driver was exceptionally apologetic and asked me to send feed back to HO as He too thought their service was abysmal!