to think that Ocado's service is appalling

[Chestnutx3]

Yes its a first world problem but if you pay for Ocado delivery pass you expect to have your items delivered. I had the worse ever Ocado order on Saturday which happened to be my young daughter's birthday. Lots of my order was missing that was needed for a lunch and a party. I couldn't make my daughter's favourite lunch as the main meat item was not delivered. They didn't seem to manage to find any sparkling wine in the whole warehouse. I managed to salvage 4 non mouldy strawberries in a whole packet.

What do I get in compensation £15. Sorry that's not enough to compensate for a 40 minute round trip to the nearest biggest supermarket which is packed full as its on the only large supermarket for miles (yes I live rurally). Bastards won't even let me stop my Ocado pass as I signed up for 12 months (can't recollect agreeing to that).

To be honest I prefer waitrose. Cheaper as well.

So what did you ask for in compensation?

£50

I have been using Ocado for 9 years now, nearly every week. I woudl guess around 360-400 deliveries. In that time the following have happened:-

1. They have cancelled my order once due to warehouse problems.
2. I have forgotten about an order once so no-one was in to accept it. There seemed to be no adverse consequences of this, I just rebooked for next slot.
3. They have been late about 10 times. Only about twice has it been a significant delay (and one of those times was due to snow).
4. I have never had a ridiculous substitution (non-organic for organic bananas etc).
5. Well over half of the time I have had no missing items or substitutions, and never more than 1 or 2 an order. None of the missing items has been urgent/problematic but I accept that is just luck.
6. I have had very few concerns about quality/use by date. Only once have I had to ask for money back, and that one time it related to 2 items, 1 of which I did not get (but was not marked as a missing item) and one had been damaged in transit.

All in all a very good track record in my view. It is expensive though!

I agree it's not as good as it should be. I had an ocado order completely cancelled a few weeks ago, and I only found out a few hours before it was meant to be delivered. I got vouchers for compensation but that did not compensate for the inconvenience. And the fruit is often off, the cakes are packed on the bottom of bags with heavy food on top. So I am back to tesco delivery now - will see if it is any better!

Have they gone downhill since they started delivering for Morrison's maybe ? I thought everyone loved Ocado (I have never used them).

You really expected £50?!?!

That's insane.

I have had only 3 problems in 10 years - late or non-arriving deliveries- all on a Friday night. I've had great service from them.

Did you know how much the order was Tee2072 or the level of inconvenience.

I would just prefer them to stuff the £15 and allow me to stop the smart pass.

£50? ha ha ha ha ha.Good one op-you nearly had me there for a minute.

I love ocado.
In 2 years I've never had any issues with them.
I don't find them too expensive but I do search out the offers.
I think the fruit and veg is top notch. Although pricey.
The meat is very good and I will buy 3 for £10.

Worse thing I've ever had was broken eggs and they refund the whole box when even just one is broken

I love ocado! Their app is so simple to use and getting refunds is so easy! I try to avoid ocado brand fruit and veg though as even waitrose essentials is miles better.. But I've not had any problems with their service!

Should add lately a lot of produce seems to be out of stock, which I find really annoying! And if I ever left them it would be because of that.

Fifty quid.

FIFTY QUID??!!!!

I don't care how much the shopping was. No company is going to compensate you like that.

Although I would have let you out of your delivery thing just to get rid of you.

Have you tried the other supermarkets home delivery. Assuming you have, YABU.

Anything you're unhappy with they refund without question. The drivers are the most helpful without question. One hour slots. Generally on time. Very rare substitutions, I could go on...

They're certainly not perfect but they're a damn sight better than the alternatives!

9 years of practically faultless deliveries. A couple of split packages - refunded instantly. Once they didn't have the cheesecake I wanted for a dinner party. Occasional bizarre freebies. Late a few times but they have always phoned to let me know (more usually early).
I love Ocado!

Where

yy. I have had some Sainsburys and some Tesco. Way more problems with deliveries and quality

I love the freebies

I got really fed up this week when for the third time my veg box was not available and apparently they thought that no veg at all was an acceptable alternative. When I phoned to complain (and find out if there was a magic substitute with these bit on the website) I was told firstly that the crane that brings down the boxes was broken, and then that there were supplier issues. So cross. I wasn't expecting compensation, but it does really annoy me that I now have to go to a supermarket for a shop when the whole bloody point of using them was to not have to do that.

They did it once with a meat box too, and left us with no roast for the Sunday dinner!

And to cap it all - THEY GAVE ME A FREE FRUITSHOOT!!!!!!

Another one here with years of reliable service. I've had a couple of damaged packets, but that's it. Much better than any of the other supermarket deliveries. Certainly the easiest to get a refund on.

I've been using Ocado on an off far about a decade. They do seem to go through bad patches (I had an exasperating run of late deliveries at which point I nearly threw in the towel).

I don't get many missing items/substitutions. But, possibly channelling Margot Ledbetter, I don't have a big pre-Christmas delivery, just in case something important doesn't turn up. I add things from mid-November onwards.

Doesn't that illustrate how things can just go pearshaped sometimes though, ercoldesk - Things break down. Dems the breaks.