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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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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.
. 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:

Cardiganandcuppa · 01/09/2018 14:59

I can get Ocado. My nearest supermarket is 20 mins drive away. I could drive 10 minutes to a petrol station for bread and milk though.

InsomniacAnonymous · 01/09/2018 15:00

"Go and get lunch in the corner shop"

What on earth makes you think everyone has a corner shop?

mumsiedarlingrevolta · 01/09/2018 15:15

Tweet them- they respond very!! quickly.
I got a bottle of wine thrown in once as the driver was very late and we missed our train as a result.
CS very apologetic!

Original poster

Morethanthisprovincallife · 01/09/2018 15:38

On any ocado threads I have been the first to defend them.

Because they were so good when there was a problem.

The order was cancelled directly due to the driver being delayed on traffic. He called me after as well to make sure I had his message.

Last time a van had broken down they were on constant contact with me, profusely apologies, offered voucher straight off. I felt well taken care of.

As I should. Bearing in mind many customers are disabled, elderly etc and do rely on them.

The two people in Cs couldn't have cared less!

OP posts:

Original poster

Morethanthisprovincallife · 01/09/2018 15:39

Yes shit happens.

It's why companies esp those whose face is Cs and drivers are shit hot, when shit happens

OP posts:

KindergartenKop · 01/09/2018 15:42

Ring and complain!
I agree that Ocado are the best out there. Asda once had an 8-10pm slot. They rang to cancel at 11pm. Promised to deliver 8-10 next evening and it never came!

GetAwayFromHer · 01/09/2018 15:46

You are obviously an articulate person so why not talk to them rather than talking about it to us as if you are on a crusade for the less-fortunate.

nhssecretary · 01/09/2018 16:37

Calm.down.about the cornershop.

Aprilsinparis · 01/09/2018 16:53

Can only speak for myself, but I've never had a problem with Tesco. Even when the 'Beast from the East' was causing havoc, or roadworks were everywhere, they were always on time, and never missed a delivery.

Bluntness100 · 01/09/2018 17:02

I use them a couple of times a week and have for years they are generally very good. However I did have one where the driver actually came to my door and informed me she didn't have my order on the van. She then used my phone, due to lack of signal on hers, to phone ocado and schedule a redelivery the following day.

She said she'd only just realised when she went to unload.

I also had one who delivered someone else's stuff, I only realised when they were gone. They sent someone with my stuff thr next day, I'd been told to give the driver the stuff I had, which I did and he was totally confused and didn't expect it.

I. Have only once complained to them though and it was about a driver that dropped a load of beer bottles on my floor, they smashed everywhere and rhe mess was astonishing, and he just shrugged and left. No apology nothing. I was seriously annoyed about it.

HollowTalk · 01/09/2018 17:05

Why are people on here being so bitchy?

nhssecretary · 01/09/2018 17:10

@HollowTalk I think one of them is tired @InsomniacAnonymous

KindergartenKop · 01/09/2018 17:22

Blutness, was their stuff better than yours though? Some people buy some seriously posh stuff on Ocado.

buttermilkwaffles · 01/09/2018 17:46

Once I had a Waitrose early evening delivery due and it never arrived. Apparently it was a driver that was new to the job and half way through the day he decided he had had enough and so he just went home!

Would have been nice of someone at Waitrose to have let me know though, only found out why the next day when I phoned and said, my delivery driver never arrived last night, is he/she okay and what happened?

I also had a delivery where a cleaning product had leaked all over one of the trays and over several food items. The driver seemed stressed and to be having a bad day anyway, also possibly not his fault, so I didn't complain to the store and he did apologise and say all damaged items would be refunded (which they were). But I was still left the inconvenience of being without the missing items and didn't get a voucher or any other compensation, which would have been nice.

mothersanonymous · 01/09/2018 17:49

They are normally excellent and are losing money by doing this so it sounds like exceptional circumstances of some kind. I'm sure you will get a voucher, but otherwise it's just bad luck. Really annoying though.

Fightthebear · 01/09/2018 17:52

I had similar happen once with Ocado, the driver was an arse as well.

But that was a single incident in 11 years of shopping with them, realistically everything isn’t going to be perfect every time.

EmeraldVillage · 01/09/2018 17:58

I’ve used them on and off for many years and had a few cancellations. It is always annoying when that happens and it always grates generally if representatives of a company don’t give a toss. Still, Ocado aren’t immune to road traffic problems etc so occasionally this will happen. I just find problems happen less with them than competitors.

Sleepyslops · 01/09/2018 18:06

So he was on his way to you? But then decided traffic was too bad so he will drive around all day with your shopping on board and come tonight instead? I hope these vans have good refrigerators/freezers!

NothingOnTellyAgain · 01/09/2018 18:09

Been using them about 12 years - have had about 5 cancellations. Always managed to rebook for next day (we have shops nearby so not same as OP) and they have given me a £20 voucher straight off each time without asking.

OP your customer service seems out of step >> I wonder what is going on. Maybe they are going shit, hope not.

BeefyCakes · 01/09/2018 18:12

If you're anywhere near Reading, traffic is atrocious. I've had a couple of deliveries today and they've all been late.

Not keeping the customer in the loop is not on though.

MarchingOrders · 01/09/2018 18:26

Asda once cancelled our shopping AFTER our delivery slot had ended. They also didn't refund my money and 'couldn't tell me how long it would take' and their customer services treated me like shit over the phone.
I persisted and they have me a £35 voucher. I won't use them again though.

Twillow · 01/09/2018 18:31

Anywhere near Midlands M1 today? Massive closure- 5 hours and traffic affected all around obviously.

SilverySurfer · 01/09/2018 18:53

My first order with Ocado never turned up, customer service was non existent - complete rubbish and would never try them again.

Original poster

Morethanthisprovincallife · 01/09/2018 19:07

I just wish they had told me earlier and then sorted it straight off.

I was holding off hungry children until it arrived.

Anyway manager called me, gave me voucher and profusely apologised.
I'm still not happy but...

OP posts:

GetAwayFromHer · 02/09/2018 09:10

So no-one died. Phew!

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