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).

I had a free fruitshoot too the other week - thought of MN. Also had a strangely shaped coconut as a freebie.

I'm glad that those that have a positive experiences with Ocado continue to do so and they don't let you down on a crucial day like they did with me.

If you spend £600-800 a month with a company, £50 is nothing. I just want to released from their smart pass as I don't think you can provide awful service and have to continue to pay for them for months. I want out.

thanks - I was offered a voucher today - think I will give it a miss, easier to just go and collect my shopping form Aldi and lidl it is quick and easy plus a darn site cheeper

It's always been excellent here.

I would hope that you are treated the same whether you spend £800 or £250. I suspect you probably are.

So a customer for Apple should be treated the same whether they order 1 ipad or 1,000?

I had the coconut as well. I couldn't work out what it was at first, I thought it was a bloody candle.

In the last year with ocado, and that's a delivery every week, I have only ever had one missing item.
And 1 instance where the delivery was late, but they called me to explain.

Tesco on the other hand are terrible.

They once have me 14 value chickens in place of 1 free range
They were either late or early for every single delivery
And the drivers were rude.

And yes, £50 is laughable.

Slightly different! You buy more food. That's all. We are all customers.

And they aren't going to release you from the year contract, which is very clearly stated when you sign up btw for one bad experience. That's also ridiculous

I have stopped shopping with waitrose after appalling service and have found ocado brilliant. Always on time and only 1 substitution so far. A joint of lamb which was really fatty. I rang and complained and was refunded no quibble!!

Another here never had an issue. Smart pass user for 2 years, can count on one hand the times they have been late. Subs are always sensible, rare and can be handed back if not wanted. Absolutely brilliant service and I wouldn't go to another supermarket.

OP, how do you quantify £50? I appreciate a round trip to the supermarket will cost you a small amount in petrol, perhaps even parking. But £50?

If I know I have a crucial day coming then I order my shopping for the day before that event, that way should they not be able to deliver something (because these things happen) I can still go and and source what I need. For example, I wouldn't dream of ordering my Christmas Shopping for 5pm Christmas Eve.

Our order on Saturday had some odd subsitutions and was missing a chicken, milk and carrots. I phoned to complain as it seemed really unlikely to me that they had no carrots or milk in the whole warehouse, particularly given that I checked my order out the night before so there wasn't time to run out. Apparently they had a technical glitch and had lots of problems on Saturday.

We have been promised a £10 voucher, which I agree is nothing, given the £500 ish per month that we spend with them.

However all my previous experiences have been great. Last week I had to change my plans and wouldn't be in for our order. I phoned them up and they managed to move it to a later slot. The driver who delivered our order to our holiday cottage gave us some fab local tips that led to a wonderful holiday. I know it wasn't my DD's birthday, but this one poor experience won't be making me ask for a refund on our smart pass.

I have used Asda, Tesco and Sainsburys home delivery in my time I have to say Ocado is fabulous in comparison!
They are any more expensive than Sainsbury IMO.

You are being silly saying you didn't know the Smart Pass was for one year. It is made abundantly clear that that's the duration, Ocado are very transparent about such matters. You shouldn't be signing up for things if you don't understand that you will be locked into contract for a certain amount of time.

I love Ocado (as much as someone can love a company, not in a crazy name my kids JesusinaCabbageVan way), never had a problem with them.

They didn't have any peanut butter once, mildly annoying.

£15 sounds like ample compensation..and what Juice (love your name, and SOA!) said.

I did an Iceland home delivery last week and the feckers didn't deliver any of the (£5 worth of) ice cream I ordered. Now that's £50 compensation worthy

Must be dependent on whe you live, I think. I whore around between Tesco, Asda and Ocado, and keep going back to Ocado because even though its vastly more expensive, they always, always come when they say they will and rarely ever have any items from my shop missing.

Asda has been appalling for me on ridiculous substitutions, and Tesco cancelled my delivery last minute three times on the trot, so just gave up with them and their pathetic '£5 off your next shop' compensation.

I love them. In ten years they have hardly ever messed up our orders and we have at least 2 deliveries a week. Have tried Sainsburys and Tesco for holiday deliveries and we ended up loving Ocado even more.

May I ask why you placed an important order on the day of the party? Talk about cutting things fine!

If I'm do

There's a huge difference between Apple and Ocado. You can live without an iPad. You can't live without food.

But you also don't have to shop at Ocado.

Are you old enough to be signing such contracts?

Gah! iPod failure!

If I'm doing an ocado order for a big event then I get it delivered for a day or two in advance so I can go to the supermarket to buy odd items if need be.

The worst problem I have had in 10 years is one delivery being about 5 minutes late. I think I had a thread on Mumsnet about it . Guess I must be lucky.

I've never had a problem with Ocado. I love it. It has improved my life considerably.

BobaFetaCheese returning that compliment, huge Star Wars fan , but yes, Juice would be my guilty pleasure. SOA is marvellous!

Never had a problem with ocado to be honest. Hardly any substitutions, always on time, excellent website.. Tesco was quite good, but had lots of substitutions for every delivery. Asda was by far the worst one, never using them again.

I had ocado phone up apologising for a delivery that was late, that wasn't actually late. No idea what happened there.