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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

To have expected Ocado to offer some compensation?

60 replies

Primafacie · 28/04/2012 07:43

We are having a birthday party this afternoon with about 16 guests. I placed a massive order on Ocado for delivery last night, consisting of about £40 wine, £40 household stuff and nappies, and £80 food. What was delivered was a complete shambles. Wine and household were fine, but with the food, we had:
3 packs of cupcakes, each of them damaged
2 cheeses missing
Damaged pack of biscuits
4 packs of tapas missing
Random food we hadn't ordered packed in our bags, eg rice and other cheeses. We gave this back to the driver.

The total figure for damaged or missing food was £27. That's one third of our food order! I called Ocado last night, they will obviously refund us the £27, but they did no offer any compensation. I would have thought maybe they would knock a fiver or tenner off our bill in order to keep our business? I am annoyed as I now have to run around in the shops this morning in the effing rain with a toddler and a baby for replacement food instead of getting ready.

AIBU to think this was really bad service from Ocado and some compensation was in order? A miss rate of 33% on food is really high, no? I don't know if we will keep on using them - I like their range, but the delivery service really lets down.

OP posts:
DPrince · 28/04/2012 07:47

imo, no. They are refunding. I don't get the whole 'i want compo'. If it has incurred extra costs, fair enough. But not just because.

StripyMagicDragon · 28/04/2012 07:49

YABU, they gave you the refund. You weren't really in need of compensation imo.

mistressploppy · 28/04/2012 07:51

See, I think, given the scale of the cock-ups, a gesture would have been nice. YANBU. I'd be pissed off. Hope the party goes well

catsareevil · 28/04/2012 07:54

YABU.

ivanapoo · 28/04/2012 07:54

But it HAS incurred extra costs for the OP in petrol/time. OP I would probably take my business elsewhere if this isn't an isolated thing.

Original poster
Primafacie · 28/04/2012 07:55

DPrince and Stripy, fair point. Compensation isn't the right word. But purely as a goodwill gesture, would you not expect them to offer something in order to keep our business? We spend a fortune with them every week. I'm feeling a bt let down.

OP posts:
StripyMagicDragon · 28/04/2012 07:59

If you feel that you deserve more, contact them and tell them.
I wouldn't search for any more because I'm lazy I wouldn't order from them anymore if I had repeated problems. So I would just take the refund and shop elsewhere.

DPrince · 28/04/2012 08:00

Like I said if it has, fair enough. Also why not ask say 'i now have to go shopping tomorrow which will cost x amount in petrol.' if your that bothered by it.

catsareevil · 28/04/2012 08:01

£160 probably isnt really a masive order for them (not that that means you shouldnt expect good sevice). Internet ordering just isnt reliable enough to do an order the day before a party and expect to get everything that you ordered.

wakeupandsmellthecoffee · 28/04/2012 08:05

My bosses order on a ado is £300+ weekly . So not a big order to them .

DPrince · 28/04/2012 08:10

Op I just don't get why an apology doesn't seem enough anymore. I personally think and apology and a refund is enough unless its incurring you futher cost, even then I, personally, wouldn't ask. I wouldn't use them again either way.

StealthPolarBear · 28/04/2012 08:20

Wel it is incurring her extra cost - what other costs could a messed up food order incur other than the ones the OP is having to deal with Hmm

DPrince · 28/04/2012 08:26

The op has posted twice and not mentioned extra costs. She would like a gesture of goodwill, to convince her to stay their customer. They haven't offered and she hasn't asked. They may feel an apology and refund is enough, I do. Its rubbish they got it so wrong, which is why I wouldn't use them again. A gesture of goodwill would not change that for me.

nannyl · 28/04/2012 08:27

i had major issues with ocado for 3/4 weeks in a row (each time resolved with a refund of the cock ups).... the 3rd time i made a MAJOR fuss, and what wasnt delivered in my thursday order came on Friday between 8 / 9am they had the cheek to charge me delivery but i called back and got the delivery cost back too

nannyl · 28/04/2012 08:28

i also kept the fresh stuff they had delivered wrong, after all they couldnt re-sell it

crowface · 28/04/2012 08:30

I had a similar thing with Asda. They refunded the items, plus delivery and gave me free delivery on my next order.

Zookiemay · 28/04/2012 08:35

Last time I had a problem with them they added a free bottle of wine into my next order with an apology email Grin

Original poster
Primafacie · 28/04/2012 08:36

We don't have a car, so there is no petrol cost - just the inconvenience of doing the shopping on foot in the rain with two kids. I take the point we were at the last minute in getting stuff delivered last night for a party today, but it is the magnitude of the cock up that is irritating me - I wouldn't fret for one burst yogurt pot, but it's getting 12+ items wrong that I find really sloppy.
We place at least two orders a week so it does add up to substantial business if we take our business elsewhere.

OP posts:
StealthPolarBear · 28/04/2012 08:36

She has to go out in the rain with two children and buy stuff at the last minute which may or may not be what she initially wanted and may or may not be at the price she wanted to pay.
not all costs are purely financial. Her time is presumably worth somehing.

chantico · 28/04/2012 08:37

I think Ocado are having another one of their bad patches. Several orders have been late in the last few weeks, and as you can't get delivery refunded on-line, it's meant 20+ minutes in the queue on the phone. And it's not traffic that's the cause, it's trouble at the warehouse.

Ocado used to be quite generous with goodwill vouchers, but don't seem to offer them any more. I think the phone operators do have discretion about how much they offer you: for similar 3 hour late deliveries, I've had one refund which was three times higher then the lowest.

StealthPolarBear · 28/04/2012 08:37

What I suppose I'm asking is what, in this case, could the "additional costs" be?
Would have been nice if they'd offered to re-deliver the cocked up items today for her.

Original poster
Primafacie · 28/04/2012 08:44

They offered to redeliver but they had no slots today, so that was pointless. We also have unlimited free deliveries, so an offer to redeliver isn't worth anything.

Chantico, we've had lots of late deliveries lately - I've come to accept that as standard, especially on Friday nights, and I've never complained about that.

OP posts:
BarryBumlove · 28/04/2012 08:46

That is poor service. Ive never had a problem with sainsburys. One time they forgot my ice cream and the guy came all the way back to me to deliver it at the end of his shift.

AppleCrumbleAndFish · 28/04/2012 08:48

They should have offered to bring the missing and damaged items today. I stopped ordering from Ocado because of the amount of damaged items they were delivering. I don't understand the MN adoration of Ocado.

Longtalljosie · 28/04/2012 08:52

I think when their offering is clearly not enough for your needs, they should refund your delivery charge - because that's the money you pay in order not to have to go to a supermarket - and now you're having to go anyway, so paying twice.

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