Ocado delivered my order half an hour late, and as a result, I had to rush to put the frozen stuff in the freezer and then had to leave to make an appointment on time. The drivers don't require a signature and leave as soon as they have delivered, so there isn't time to check an order at the time anyway.
When I got back (3 hours later), I was putting the rest of the order away and noticed that I had 4 bottles of wine missing. I rang them straight away, expecting them to be apologetic, but instead they have advised that they need to do a "high value investigation" which involves interviewing the driver. I agree that they need to investigate - but not that my refund should depend on this investigation! The supervisor that called me back said, very politely, that they could not just refund people without investigating, or they would go out of business.
So basically, it seems that when they interview the driver, unless he says he took it, I am unlikely to see my money back. Not only that, but they have to wait for the driver to be back at work - and haven't given me any idea when that will be! Has anyone else experienced this?