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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

Let down by ocado. Order cancelled literally in the middle of the time slot I'm waiting for it.

50 replies

Morethanthisprovincallife · 01/09/2018 14:11

Supposed to deliver between 1pm and 2pm and I got text from driver at 13.30 saying sorry can't deliver x y z. Confused
. It had our lunch in it, bread, milk etc.

I was told to call to re arrange. No apology from staff or care that we have been so let down... And all I was offered was a 4 hour window to re deliver tonight ie... We have to cancel plans and put 4 hours aside for re delivery.

I have been let down before but with far more warning and constant updates on when a new driver could deliver. I felt very happy with the service.
This time it feels very lacking in care and service at all.

OP posts:
DGRossetti · 01/09/2018 14:13

Unless their backend is spectacularly shite (because it would suggest they knew well before 13:30 they couldn't deliver) maybe the van had an accident at 13:25 ?

Fattymcfaterson · 01/09/2018 14:13

I had this and they couldn't rearrange to suit me, they gave me a £25 voucher for the inconvenience!

NancyDonahue · 01/09/2018 14:15

No reason? Van breakdown, refrigeration issue etc?

It's annoying buy alwats s risk with online shopping. Ocado are usually excellent though.

Bobbybear10 · 01/09/2018 14:16

Maybe the driver just had a heart attack.

Maybe the driver has just been invited over in an accident.

Maybe the van has broken down.

Maybe they will send you a full refund and vouchers as an apology by this evening.

Bobbybear10 · 01/09/2018 14:17

*invited over = involved in

🙄

EdinaMonsoon · 01/09/2018 14:17

I’ve only been let down once in the 10yrs I’ve used them & that was due to the motorway being closed by an accident. It could be the same in this case or perhaps the driver got sick? Sudden onset illnesses are not uncommon.

ChelleDawg2020 · 01/09/2018 14:18

It's the risk you take when ordering anything online - from time to time, it won't turn up. Annoying but nothing you can do, you just have to factor the occasional missed delivery into the equation when deciding whether ordering online is easier than going to the shop yourself.

Original poster
Morethanthisprovincallife · 01/09/2018 14:18

No the van driver texted me to say there were traffic delays.

No accident.

I would expect someone to understand traffic delays and time etc. Not leave someone waiting in the middle of the slot.

It's not just that but I would have expected profuse apology from Cs then action to see where other people were to deliver to me at a convenient time.

OP posts:
Original poster
Morethanthisprovincallife · 01/09/2018 14:19

The last time I was let down there was more notice and far more Cs to get the shop to me, keeping me in touch.

This time. Zilch.

OP posts:
nhssecretary · 01/09/2018 14:19

It's shit
Email them they will give you a voucher
Go and get lunch in the corner shop
You will live 😺

I use Ocado every week and I moan at them all the time because sometimes I get bruised fruit or brown carrots or squashed bread
They all ways give me money

laptopdisaster · 01/09/2018 14:21

Very unusual, I haven't had something like that and have used them for over 10 years.

PattiStanger · 01/09/2018 14:24

Go and get lunch in the corner shop

Not all of us have corner shops you know, I'd have to drive to the nearest supermarket which would defeat the purpose of having a delivery.

Imo they should carry on as best they can with delayed deliveries rather than miss people out altogether

Bobbybear10 · 01/09/2018 14:27

So between the van driver telling you there was no traffic and when he was supposed to be at your door he couldn’t have been involved in an accident, had a sudden illness, broken down, wife gone into labour etc etc

How close was he to you when he told you about traffic?
Are you sure the texting you didn’t actually cause an accident?

It’s shit but that’s life and getting your knickers in a twist will only make you feel worse.

Something serious could be happening to the driver or a member of his family hopefully that makes you feel like he is serving penitence for not delivering your lunch. HmmSad

halesie · 01/09/2018 14:29

I've used Ocado for years and rarely have issues, they're generally great for us (and so much better than any of the other online supermarket offerings).

It may be that your slot is the cut off between early shifts and afternoon / evening shifts and the driver isn't legally allowed to keep driving beyond a certain number of hours on the road? Hopefully you can get your shopping later today and a voucher for the inconvenience as PPs have suggested. There's not a lot they can do about unexpected traffic delays though.

HunkyDory69 · 01/09/2018 14:35

This reply has been deleted

This has been deleted by MNHQ for breaking our Talk Guidelines.

IHaveBrilloHair · 01/09/2018 14:37

This happened to me with Sainsbos yesterday, the drivers wife had gone into labour!

thorragnarok · 01/09/2018 14:40

This happened to me. I got a very generous voucher from them. Their customer service staff were pretty good.

TomHardysNextWife · 01/09/2018 14:42

I've never had an issue with Ocado, and have been using them for 5 years or so. I'd say that's very unusual and if they are offering to re-deliver, it's not really a big issue..........

Madcats · 01/09/2018 14:43

I've used Ocado for quite a long time (they give me free wine every anniversary, which is lovely).

I don't really like call centres so I tend to contact them via Facebook/Messenger. They are usually pretty prompt at replying...minutes.

Once in a while things go wrong. Usually it is because a driver has asked a colleague to cover his shift because he is away or they are stuck in snow!. I am guessing that a lot of families are trying to get home on motorways this weekend for school next week?
Annoying, but you could always scrap the order and go to a terrestrial supermarket. Like people did before the internet existed.

Xmasbaby11 · 01/09/2018 14:44

That's annoying. It was probably unavoidable as they wouldn't risk bad reviews for nothing. But the timing of the slot was risky if you needed the food desperately. Hope it's not too disastrous.

Panicmode1 · 01/09/2018 14:45

I've been using Ocado since they started and they have been excellent but in the last year, I definitely think things are less good than they were. I would complain to customer services - they are usually very good about vouchers/compensation.

Bombardier25966 · 01/09/2018 14:45

On behalf of Ocado, I would like to offer my profuse apologies.

Feel better now?

adviceonthepox · 01/09/2018 14:54

Asda did this to me the other week. Just cancelled said the van had broken down and I could go click and collect instead. The whole point of having delivery was that I didn't have a car! They offered the next day but a 7hr window as they would be squeezing me in Angry I cancelled and walked to my local Iceland to get some food to cover us for a couple of days until I could do shopping. They staff were totally rude and unapologetic and the customer service helpline was a nightmare. I had to wait 9 days for them to actually refund me the money because they had already taken it even though the goods were never delivered.

MsHomeSlice · 01/09/2018 14:56

pretty sure that anyone with access to an ocado delivery is really not that far out in the back of beyond tbh

OP you will just have to starve until suppertime! Have you seriously not got a single thing in the house to eat?

GetAwayFromHer · 01/09/2018 14:58

Are there no shops where you are? Are you disabled?

If neither of the above: shit happens

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