To have expected Ocado to offer some compensation?

[Primafacie]

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.

Update - I emailed customer services yesterday and explained the situation. I just got a call from a Rep who has offered a £15 voucher as an apology for the disastrous delivery on Friday.

So all in all, a good outcome I think.

I will see how the next few deliveries go and will decide whether we want to stay on or go back to good ol' Tesco.

PS - Despite the lack of cupcakes, Primababy had a lovely first birthday party :)

And this kind of attitude is contributing to our society becoming the way it is. Everybodies mentality to complain and complain to get something for nothing. They made a mistake, they apologised, you still were not happy because you did not get compensation, now you are!! Does the compensation mean they will not deliver on time and in full, no, I suggest you go elsewhere if you are not happy.

Use Sainsburys home delivery from now on. Our last order was missing a bag of cat litter which the driver brought to us 25 minutes after the first delivery and they give us £10 voucher for the inconvenience. We didn't even complain in the first place!

Lovely Sainsbos.

I always shop with Ocado spending about £160 every week we used to do Waitrose on line but they were bloody hopeless they regularly turned up three/four hours late and we don't live in a big city with heavy traffic and at least 5% of the stuff was out of stock! Every time they were late or cocked up they would give me an £10 voucher it became a joke they would ring and apologise and give me a voucher number. But I don't want vouchers I want my shopping on time and what I ordered! 9 months ago I changed to Ocado they are brilliant no substitutions always on time and usually at the beginning of the hour slot helpful drivers and any mistakes quickly rectified. I am surprised at you experience OP I think you should ring up and say you were not happy I pretty sure they will offer you a £10 voucher!

I don't think that this is a simple case of a poster bring grabby and attempting to get compensation.

In many countries, customers are treated with a lot more respect than in Europe. (You'll know what I mean if you've been to Japan where "Customer is God")

If your local Ocado delivery isn't good enough then vote with your wallet.

Most importantly Happy Birthday Primababy.

ohh, I love Waitrose's online delivery service.

I have always had a refund for any missing/damaged items, and once when the missing items were clearly a whole bag which had been not delivered, the delivery guy game straight back with it.
they gave me a £5 voucher to apologise for the very rude Ocado delivery guy who brought the delivery in and then asked where his tip was!

"A tip"?!
I dont tip although I always help them carry the shopping in and put the dogs out the way! Apparently many people don't help with the bags. Our Ocado drivers are all super and very efficient, the Waitrose driver was about 80 (i dont exaggerate) lovely but kept delivering me someone else's shopping!

Tip?

My ocado driver carried my whole weekly shop up to my house in the snow from the main road (could not get the truck, even with its snow tyres, to my road anywhere near my house)
I sent OH to help him carry these bags up the road

he wouldnt even accept a tip as he wasnt allowed to.

In fact he thanked us for helping him bring the stuff in!!!!

anyway, i took his name and emailed ocado singing this guys praises... we live on the edge of the middle of no where (peaks start about 100meters from our front door) and i would not want to drive in the heavy snow we were having.
I got a reply saying thank you for the feedback..... that driver deserved a medal IMO
(none of the other supermarkets were delivering either)

Saturdaygirl "And this kind of attitude is contributing to our society becoming the way it is." What, with better customer service?

I fully understand the concept of voting with my feet, but surely it is better for Ocado to keep us as customers than lose us over this? Which must be why they sent a voucher.

I love this person^

hardasfuc Why don't you actually start a thread? I'm sure we'd all be interested to read it...

I could be on the wrong track here, but I'm wondering if hardasfuc might be an Ocado driver or closely related to one. What does anyone else think?

allmimsy you may be onto something there.
Come on then hardas, tell us your story. what's this all about? where do you deliver (just so we know which specific driver to tip for tonight's entertainment).

Ahahahahaha.

Ocado drivers spend way too much time on MN to do a decent job IMHO.

quick let me get on t'internet and order us all some wine whilst we wait for the update from hardas. I'll get Ocardo to deliver

Why are there 4 Ocado threads on here this evening?
Some are zombie threads. It's very odd

This is a 2012 thread and another Ocado one - ?????

YANBU OP, and its inconsistent with the customer service you usually get from them. A £20off voucher and everyone would be happy.

Ocado drivers should have been given the Nobel Peace Prize this week. Probably all the others as well. I don't know if that would have satisfied hardasfuc who has revived at least 4 zombie threads to tell all us posh people to respect our Ocado delivery drivers and give them a tip.

Lovely Ocado gave me a lovely bottle of lovely wine when they ballsed up my order (think 9/12 eggs smashed and a squashed and exploded bottle of non bio...what a mess)

I agree with you. Whilst they should have offered, they didn't. You could still ask?