Ocado Delivery Mega Fail or AIBU?

[BobblyDollocks]

My shopping has arrived and most items are ruined or contaminated by spilt cream. Even my front porch and door mat did not escape unscathed and I have have spent half an hour cleaning it all up. (I'm convinced I can still smell sour cream though)

Even the delivery man said it was the worst spoilt shopping he had ever seen and he took photos to show his bosses. WIBU to ask for a good will gesture as well as refund for contaminated items?

I am increasingly receiving a below standard delivery when once there was no one to touch Ocado for choice, value, good dates and general good service.

I know in the scheme of things it's a minor problem but it's still very frustrating when for convinience & health reasons I have shopping delivered to only find I have to venture out and buy missing/damaged stuff.

I think the time has come to part company. What's been your biggest home delivery fail?

They've replaced a whole bag for me before, no questions asked. The lack of quabbling make them worthwile

I suppose I'm extra annoyed due to a few issues with last few deliveries. One delivery drinking glasses arrived broken, another delivery 5 meat & fish items had use by dates all with 3 days and another irritation is stuff arriving damaged and spoilt like it did today. Generally stuff being sent that I would not take of a shelf to buy.

Charlotte ive previously had the monthly pass but did not renew as I don't want to be tied to them, especially with the delivery service failing so often.

I have found ocado to be very good with refunds. I would simply send a list of any items that were spoiled and/or unusable through the website and was always sent an apologetic email and refund.
Also, I think you can get free delivery in certain days or when spending over a certain amount.

Do you think you are having the same driver? This is really unusual for them.

No gran, Ocado have responded to my tweet and are looking into it for me, so hopefully will be resolved.

Each' the driver is different each time. When I first started having Ocado deliveries they came from Guildford. Now there is a depot further North which is where I get my deliveries from. I think there are quality control and staff issues in the Northern depot.

I would ask for refund. Plus tbh the driver should have reported to boss first and got the matter resolved before it even arrived to you - maybe write a letter of compliaint saying that you shouldnt have had to clean it up

@Ocado have responded via email... They have refunded items and given me a voucher for £7.00. Better than a poke in the eye with a rusty nail.

Spilly' they have refunded the spoilt items and offered a voucher for £7.00.

I've had tescos deliveries recently due to health issues, they are often late as traffic near me can be awful, but each time they've refunded any delivery charge and given me either £5 or £10 on top, and when it's been a 4 hr slot hasn't even been a delivery fee. Last time a bottle of sparkling water had split, and even though only water, he'd wiped any damp items off, checked nothing was damaged and refunded the crate of water not just the one split, so I've been pretty happy with their delivery service, more than I expected to, so maybe give tesco a try if they deliver to your area

Ah well at least you got a refund and a good will gesture! 7.00 an odd number though lol

Ocado have always been great where I am. Once they omitted to deliver a pack of kitchen towel which was free as part of a deal, I emailed and they refunded the cost of it.

To be honest I would have refused to accept the shopping in your pictures.

Adara' that sounds like great service from Tesco I think I will give them a whirl.

Britta' that's what I thought £7.00 is an odd number.

Waitrose deliver for free. I found them more reliable than ocado.

Waitrose deliver for free. I found them more reliable than ocado.

Oops

A bottle of bleach leaked slightly in my ocado shop once and when I phoned to tell them they even asked whether it had gone on my clothes as they were willing to refund for those too. Have always had great customer service from them so surprised that you have had repeated problems.

I've had fantastic service from Tesco too.
Refunds applied with minimal fuss.
Waitrose, on the other hand...

I had an asda home delivery once. In the order were 4 bottles of cider. One of the bottles smashed and leaked. But only over the other bottles, so no damage as such. The driver apologised profusely and immediately (using a wireless pdq machine) refunded me for all 4 bottles without a word of complaint from me. Fab service.

Wow that looks messy!
I must say ive had no issues with ocado in 5 years. Its incredibly rare for me to have any substitutions and the one time I had a problem with a delivery, I sent a photo and had a refund for the entire bag, aswell as a £10 voucher within half an hour. Later that day I also had a new delivery of the spoiled goods!

You can ask for a refund online on the website as well, if you go into Your Account. I have done this occasionally for items that weren't right (rotten strawberries etc.) and always had a refund within a day.

Also, I got a goodwill gesture of a voucher when there was a mixup that meant my shopping wasn't delivered. It turned out in the end to be my fault (!) but they still gave me the goodwill gesture, which did indeed give me a warm feeling of goodwill! I do spend a LOT of money with them though.