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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

To be annoyed with Ocado?

33 replies

LorelaiVictoriaGilmore · 11/03/2016 18:23

Ocado have sent me a driver with a prosthetic leg. Just to be clear, I have nothing against the driver having a prosthetic leg. But I had an email from Ocado saying that the driver was not able to manage the 40 steps at my property and could come back later at 7pm. The driver has asked me to meet him at the top of the steps and to carry the shopping down myself. I have a 7 mo baby who I should be putting to bed at 7pm, but instead I'll be carrying the baby and the shopping up and down the steps. Hmm

OP posts:
Gizlotsmum · 11/03/2016 18:35

I would ring and say that time doesn't suit you. Could you put baby to bed for the time it takes to bring the shopping in? Could they come later/ earlier if it works better for you?

FishWithABicycle · 11/03/2016 18:37

So say "no" and get a refund?

Original poster
LorelaiVictoriaGilmore · 11/03/2016 18:41

I really need the shopping! And I asked for a different time and they can only do 7pm because they are delivering to someone near by at that time. The only time they can do tomorrow is 11am when I have an appointment. I would leave ds in his cot but at this time he is so tearful he can't really be left.

OP posts:
TattyDevine · 11/03/2016 18:42

I'm glad Ocado will still employ someone with a disability, and make "reasonable adjustments" to accommodate him in many ways, probably, though the extent to which the adjustments should affect you are questionable - I suppose there is not a single run with no flats or issues which they could regularly put him on (Ocado do not put the same driver on the same run because of the refund powers they have, apparently, and they feel it is dangerous to have drivers build personal relationships with regulars for this reason, according to a driver I once had, which could be complete made up bullshit for all I know).

I don't think I've ever had the same Ocado driver twice and I use them often!

Anyway. I agree it shouldn't inconvenience you personally - you may well choose them because they state they bring the shopping in, and as a person with a young baby, this service is worth paying for, and you do pay.

So you are not being unreasonable, yet I'm very glad this chap could get a job with Ocado nonetheless.

Not much help really! Grin

TattyDevine · 11/03/2016 18:42

(PS: Apologies if a prosthetic leg isn't a "disability" and I have assumed it to be so. But I imagine it probably is, though to what extent, I don't know)

TattyDevine · 11/03/2016 18:43

Just read your update. I'd be inclined to suck it up this time, on the basis that you probably won't get this driver again and it wont' be a regular problem. No, you shouldn't have to , and if you ring them after, you might be able to get a refund on delivery or a voucher for the inconvenience.

TattyDevine · 11/03/2016 18:46

And I might be a completely different parent to you, but I'd probably leave him to yell in his cot for a couple of minutes - I'm not suggesting you should be comfortable with that, but I had a very pragmatic "needs must" approach to this kind of thing. It's character building Grin - never did controlled crying or anything, but I figured if I was doing something that benefited them (washing bottles, carrying shopping, etc), and they weren't in actual danger, then they could yell for a bit.

My children could be very different to yours though, if it took you an hour to calm him down after that then of course I can see why you dont want to and shouldnt' have to! Grin

Original poster
LorelaiVictoriaGilmore · 11/03/2016 18:46

Of course he should be employed by Ocado and I am not at all annoyed with the driver. More annoyed with Ocado... I think it's conceivable that the people who will have difficulty assisting the driver with carrying the shopping are old people, people with disabilities themselves, people with babies...

OP posts:
TattyDevine · 11/03/2016 18:48

Totally. (Sorry keep crossed-posting with you OP).

It's a tricky one, but almost definitely a one-off.

Buckinbronco · 11/03/2016 18:49

I'm with tatty just leave him in his cot and pick up the stuff, it will only take a minute. I think it's great that this man hasn't been forced into q life of unemployment by This happening to him

We had a Sainsbury delivery once and I couldn't understand the man at all. I keep asking him to repeat what he was saying and getting confused. He eventually explained that he'd had a stroke. Did I ever feel crap Blush

EachandEveryone · 11/03/2016 18:49

I would also put the baby in the cot. I have lots of stairs too and always pop down to help the driver I generally order 12 two litre bottles of water though!

chantico · 11/03/2016 18:50

Actually, as one of the Ocado service promises is that they will bring your shopping in to the place you request in your home, I think you should get on to their customer services by phone or email, pointing out that because of the steps and your tiny baby this was an aspect of the promised service to which you attach importance.

Add that you hope they can find DriverX a suitable selection of routes which will not involve (near as dammit) housebound customers with flights of stairs.

They should as a minimum refund the delivery charge (or a sum in lieu of that if you're on a Pass).

Gizlotsmum · 11/03/2016 18:51

It's tricky, I think I would accept it this time, write a polite but detailed complaint, as a company I would assume that people that had multiple steps to access a property wouldn't have accessibility problems themselves, the clashing with bedtime is unfortunate, I would push them to try and be either later or earlier if at all possible. Could you ask a neighbour to help, so quicken the time away from your son?

mashpot · 11/03/2016 18:51

I think YABU. You have a baby, not a disability. You can carry a few bags of shopping down some stairs. Be glad you don't have a prosthetic limb to contend with on a daily basis.

RidersOnTheStorm · 11/03/2016 18:55

YANBU. Ocado promise that it will be brought into your home and they should do just that.

kippersyllabub · 11/03/2016 18:59

Yabu a bit. 40 steps is an awful lot. Ocado should have noted that your property was hard to access and sent a driver who could get down them but you could also take the shopping in yourself.

Original poster
LorelaiVictoriaGilmore · 11/03/2016 19:04

It's quite a lot of shopping and a lot of steps and I have a bad back myself so I'll only be able to manage two bags at a time. I guess I'll out the babe in the sling - it's going to take quite a few goes up and down!

Agree that he should be employed but Ocado should make adjustments.

They've just now called me to say it will be 7:30pm not 7pm. Angry

But I might just be able to get the baby to sleep....

OP posts:
Original poster
LorelaiVictoriaGilmore · 11/03/2016 19:05

Ocado know about the 40 steps and they promise to bring your shopping in! That's the whole point of using them! If I was going to carry the bags myself I would just go to the supermarket.

OP posts:
ThatAnneGirl · 11/03/2016 19:23

It is a pain I agree and I would cancel as you will get a different driver next time. But you really need the stuff. Perhaps he can hold the baby while you carry the shopping. Not that I think you should have to carry it as obviously that's why you do it online in the first place.

Original poster
LorelaiVictoriaGilmore · 11/03/2016 19:27

Ok! Baby asleep though sheer will power as he's never gone to sleep that fast before ever Phew. I guess if the driver is at the top of the steps at 7:30pm as promised, I won't be so annoyed...

OP posts:
Aridane · 28/03/2016 07:16

Only just seen this thread and glad I did.

Five years ago, I wasn't mobile / couldn't lift items due to major surgery - and online grocery delivery who would bring grocery shopping inside and place on kitchen work tops.

Phoned Sainsburys and Tescos - normal supermarkets for me - and they said it was down to driver's discretion. I couldn't rely on driver's discretion - so phoned Ocado and had the reassuring purr from their customer service centre of 'but, madam, that's what you're paying for when you use Ocado'. So note went on my file that I was in post surgery recovery - and driver not just brought shopping in but was asking where freezer and fridge were so he could put away the items for me.

Five years on, more surgery, more convalescence. Have placed Ocado order - hadn't going to put any special instructions on delivery or phone customer service this time - but, after seeing this thread, think I had better just check driver is able to bring groceries inside and place on kitchen workspace.

So, OP, thank you for posting! (but kudos to Ocado at the same time)

purplefizz26 · 28/03/2016 11:51

I don't understand why you can't leave the baby in their cot for a few minutes? Even if they cry a bit, it's not the end of the world Confused

But ocado shouldn't send drivers on deliveries they can't manage and put paying customers out.

Damselindestress · 28/03/2016 11:57

What if you had been disabled yourself and unable to carry the shopping to the door? It's part of the service they are supposed to provide. It's good that they employ disabled people but they should employ them in roles they can do, not put the driver and the customer in a difficult position. I would go along with it this once but point out to the company why it doesn't really work.

AnchorDownDeepBreath · 28/03/2016 12:00

I always have the same ocado driver. I have for all of the last year, other than his annual leave.

I'd be in trouble if he suddenly couldn't do the stairs - I get my heavy items delivered because I can't manage them either. I don't know what we'd do... Make some kind of winch?!

Glad you got it sorted though OP, nice work on getting baby to sleep just in time!

GlitteryFluff · 28/03/2016 13:51

Did you get your shopping in the end OP?

I think I'm in the boat of don't send drivers to jobs they can't complete. So yes great that they employ people with prosthetic legs. But don't send them to a job they can't complete. I pay to have my shopping delivered from Tesco. Used to be third floor flat now first floor. I dh sometimes offer to help if it's a big shop but mostly don't because that's why we pay for it to be delivered.

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