To stop using Ocado

[Foodshoppingonline]

NC. I've used Ocado for over a year because they seem to more reliable than Waitrose in that they turn up on time and essentials are not endlessly not being delivered because they're out of stock.
But a friend of a friend has told me a worrying story. Basically unknown to them their Ocado account was hacked, the phone number changed and over a £1500 of alcohol was ordered. A delivery time was made for very late at night, when this friend of a friend was asleep, and it appears when Ocado turned up someone came out their side entrance pretended to be them and took the order and then drove off with it. The same thing was done again this time for a very early in the morning delivery this time, again when they'd be asleep and ordered £3000 worth of alcohol but luckily their bank got suspicious (not Ocado) and blocked the transaction and contacted them. When this friend of a friend contacted Ocado and said his account had been hacked etc apparently they couldn't care less, and because you don't sign for the delivery (unlike Waitrose) it couldn't be proven that they didn't order it and we're just trying to pull a fast one! I just find this really worrying and it's put me off using them. I can see that Ocado would have to take their word for it, but surely they should at the very least do some in depth investigation. Or am I just being unreasonable and unnecessarily paranoid maybe it a very rare occurrence?

Lol.

So the thieves changed the email address & phone number but didn't change the delivery address?!?

Hardly.

My Sainsburys online shopping account was hacked in this way. We reclaimed the money via the bank. I'm not sure how Ocado could be hacked like this though as you either need to log in to PayPal or use your Verified By Visa to check out a shop.

My aunt had someone buy some ridiculous things on her credit card to be delivered to her house and tried to intercept the packages. As she was in hospital the neighbour got there first and all was sorted with the credit card company.

The reason not to change the address on the delivery is to be harder to trace.

OTheHugeManatee - not on the ocado app you don't

On the iPhone app you need to use the finger print verification if you place a completely new order or change the delivery time or address.
If criminals were to use the app to place a completely new order on their own phone then they would need to have the target person's credit card details too.

No you don't need to use fingerprint, it asks you to but if it fails (which mine does often) then it just asks for password instead. And not all iPads have fingerprint - my old one doesn't
They should email an alternative email address like other sites do. Or use two factor verification where they send a code to the registered mobile number if you want to change address or email address

Ah, I've never had it fail, I thought you could only use that.

You must be better than me at it, I can never seem to get my thumb at the right angle!

Anything done online is open to fraud but I doubt very much Ocado wouldn't do anything about it. I've used them regularly for about 10 years and their customer service has always been first class.

Ocado doesn't take payment until after delivery so this does sound fishy.

Most online deliveries I've used send a confirmation email.
And I get a text with delivery time.
Was the f riends email also hacked.
And the phone.

I dont know about Ocado as they don't deliver up here. And we get no late night deliveries of alcohol as we Scots are not trusted before 10 am or after 10 pm.
But I reckon £1500 worth of alcohol would be many bottles , be heavy to carry rattle a fair bit, enough to make me sit up and notice if I heard it around theside of my house.
So evenif they were buying £50 bottles of whisky that would be 30 bottles...

I've never heard such a tall tale! When Ocado comes to me they email me confirmation of my order and text me to say when the van's coming.

Utter bullsh*t OP! Do you work for Asda or something?

I've just been sorting out this week's Ocado order and noticed that the first slot of the day "when they'd be asleep" is 6-7am (the first slot available to me an hour away from Hatfield isn't until 7.30-8.30am) and the last slot is 10.30-11.30pm, so your FOAFs must be very good sleepers to be tucked up asleep between 10.30pm and 7am every day!

When Ocado comes to me they email me confirmation of my order and text me to say when the van's coming.

If the baddies had changed all the contact details then the FOAF wouldn't get emails or texts. However, I suspect the FOAF would have noticed this the next time she went to place an order. So it has to be assumed that, as this happened twice, that she wasn't a regular customer. Which in my opinion makes it even more unlikely bizarre.

But why would they take the time to change email and phone details on the account and not alter the address? I sent an Ocado delivery to a friend up in Liverpool ages ago as her DD was so unwell she couldn't get out for well over a week. Ocado not only emailed me to ask for confirmation that I'd set up the new address on my account but also phoned me at the time of booking to confirm I definitely wanted to add a new address. I fail to see how any of this is at all possible or plausible. Ocado's customer service has been nothing but first rate since we began using them 7 years ago.