To be Furious with Ocado

[FedUpWithOcado]

Bear with me, this is long; but I would like to know if anyone else is having this problem as well..
I have a reserved delivery every Saturday morning.

Every Friday morning, I menu plan and then add items from the kitchen notice board of stock items that the family record, as we run out.

I then go onto Ocado. You edit the order, as the trolley shows items you're likely to want ascertained from previous shops. I edit it and then check out.

I later picked up DD from school bus, and she asked me to make something she really likes. I tried to edit the order, but the checkout box had disappeared, so abandoned it.

Last Saturday the delivery arrived and DH came upstairs (I've just had a knee operation) and says "How many boxes of Cook's matches do you think you need exactly? ". I said I hadn't ordered any. He then brought the Ocado paperwork and it wasn't what I'd ordered. It was the bog standard suggested shop; unedited.

Very long story short, shopping had to be hauled back out of cupboards, packed, and they eventually collected it at 8pm that evening. Had to rearrange our Saturday as DH had to go shopping.

They said we wouldn't be charged and then charged our bank account. On the Sunday I had done the family finances and transferred excess funds to a saving account. Ocado then took the money for the shopping THAT I HAD NOT HAD on the Monday. There were insufficient funds in the bank account to cover the cost of DH's main Xmas present; and as they weren't paid they wouldn't ship; so I had to pay £52 for express shipping and do all the bank transfers to meet the payment.

They still haven't refunded me. (Say they have, but it will take 5 days)

And then they've done the same today. Unpacking/putting away, hauling it back out again, going shopping ......

I'm furious and having dreadful pain in my knee. I didn't for a moment think to check, before DH had unpacked, as didn't think lightening would strike twice.

Spoke to a manager and he said he would collect it again but "We'll be wasting about £60 of food" Suggested it was my fault (have been using Ocado for over 6 years)

By this time I had seen red and said the very least he could do was donate this to any local supermarket that has an Ebola collection point, or a homeless shelter.It would at least bring some positive result from their ineptitude.

I am incandescent with bloody rage.
Has anyone else had problems with Ocado lately ???

I would delete the cookies and temporary internet files on your PC. It sounds like something has got in a knot and it's much more likely to be at your end than the Ocado end as it would be nation news if they were cocking up everyone's shopping. :-)

(7 year weekly Ocado user, never had a problem)

FedupwithOcado
I know how Ocado works! I use it all the time. I have never had the edit shop button disappear, so that does sound unfortunate.

But ... I'll say it again, as you hadn't managed to edit your shop, what did you think would turn up?

I haven't much experience of ocodo as I tried them a few years back but found them a bit pricey.

Wouldn't it have made sense to keep the £136 worth of shopping which was delivered seeing as they are items you use regularly even though not exactly what you wanted that week? Then complain and probably get a discount or vouchers and just do a top up shop. If they didn't offer vouchers I would take my custom elsewhere. Sounds a right performance sending it back and then you have to do the whole shop again!

Mintyy, I think the OP had shopped and checked out but then went back in to edit her order. As the extrachanges weren't saved she would expect the shop she had checked out previously to be delivered. Thats how online shopping usually works anyway but as I say as I say I have little experience of ocodo..

Ocado even!

Ah, I see, I missed it. That's what happens when you skim read a very very long post!

Concise is always better imvho.

I agree with Mintyy that when complaining you need to be more concise and stick to only fact that are relevant and under their control.

They had a computer glitch and delivered the wrong stuff - their fault.

Your DH packed it all away before realising it was wrong - not their fault.

Sounds like a complete cock up but the bit I can't follow... Surely if they have delivered you the wrong stuff, you can see that as it is brought to your door (on the paperwork and in the bags) so you can sort it with the driver who is there? So NOT take it inside, unpack it all and put it away, then have to get it all out and repack to be collected again hours later?

OP said her DH unpacked it, WaroftheRoses. She wasn't in the kitchen and didn't see what was delivered.

What Trills said.

What browser are you using?

I've been an Ocado customer for about 5 years and never had a problem. In fact I can't recall the last time I had anything missing or substituted.

As said above, look through you emails and text messages to confirm the final shop.
Sorry, but you said yourself that the website went tits up when you were halfway through editing. Why did you leave it rather than either going back to it or calling customer services?

unless we manage to live on Cointreau and Kitchen roll
Sorry, not seeing the problem here.

Pipbin
I did my order at 5.30am on Friday morning for 8.30am to 9.30am delivery on the Saturday. Came to £178.00. Went thru' checkout and got all the email confirmation. Had until 5.30 pm to edit this order.
Went in a 4.30 pm to edit the order (to add two packets of digestive biscuits, marshmallows and chocolate); and the site loaded OK; search was OK; adding to trolley was OK, and then when I went to checkout again.... no checkout button.

Then (so Ocado inform me), instead on just reverting back to my actual order of 5.30am; which is what it does normally, it did my "suggested shop" instead.
They agreed it was their fault; and allowed me to keep the bits I DID actually want, at no charge; and return those items I didn't want.
After they took the money for the whole order, they gave me a £50 voucher to use against yesterdays order and cover the shipping of the gift.
I used those vouchers on the shop; but got the reserved order again, and the money has come off my bank again.
I too have never had problems with Ocado, in over six years.
I use google chrome as my browser, and the comp is scheduled to clear cookies, internet history, disk clean up and back up every Sunday. Just checked log and it completed it last Sunday.
Concise is good Minnty/Trills ... but then one gets accused of drip feeding.

Love Ocado. Not company infallible tho - always found them incredibly helpful if something gone wrong.