to bin Ocado after 14 years

[SeedyM]

Have used Ocado more or less weekly for 14 years and until now been impressed with their service, products and the way customer services handle problems.
The last few months I've noticed a few duplicates and extra items from items in my regular orders. I've put it down to me not checking properly what I'm doing. This week I made a point of checking carefully what was in my trolley just before checkout. I didn't however check my emailed receipt. I received double the amount of cucumbers, butter, broccoli and eggs; and sweetcorn, yoghurts, and chocolate that I didn't want. It's £17.42 worth of stuff.
There seems to me to be a software issue. I've obviously been stupid not checking the emailed receipt but diligently removed what I didn't require and checked out. But... their customer services team have told me that it's my problem and the only items they will refund are the non-perishable items that the driver can pick up. Which is the opposite from logical as they're the items I am able to use at some point.
I'm so disappointed with them. Has anyone else had similar issues? Am I doing something daft that I just can't see? Would you change to a different supermarket?

I am an Ocado user but just binned them as they have put the cost of the pass up. Never had the problems you have had though - very weird.

I do like them but find that some of their drivers can be a bit forceful if they are early... one being over an hour early last week and phoning to ask to deliver - right at babies bedtime. I said no and he was really off with me! Stood my ground though!!!

I do like their 50% sales and deals. I’ll go back to them when they send me another x months free pass in about 6 months. I’m surprised you’ve stayed with them so long as they don’t tend to reward loyalty 😢

Are you using the app or website?

I use them weekly/twice a week and haven't had any of the issues you describe at all.

If you ignore them and don't order again they send you more vouchers and free passes, i find anyway!

I’ve had this problem with the app as well. It seems to freeze a lot, but then registers your pressing to add the item nonetheless, so you end up with two or more of the item.

I cancelled my smart pass when they put the price up - they told me how much i would save, even with the increased rate. I have not paid for delivery since! You do have to be happy to work around their free slots though.

I still prefer Ocado over all the other options, by quite some distance.

This has been happening to me too! They must have a glitch with their software.

Same here. Getting doubles and things I’m adding don’t actually go on the final list. I wondered if it was because I switch between app and desktop site.

I agree op. Midweek smart pass £1.99 this time last year, then went up to £3.99 and has just now gone up to £6.99. They are gradually delisting all the Waitrose stuff I buy and finally the flash sales are now 33% rather than 50%. Time to look for at the alternatives, probably Morrison's. Shame, I've been loyal for over 10 years.

I agree that Ocado is becoming more unreliable in terms of missing or damaged items and late deliveries. I buy a lot of the Waitrose stuff and I’m not really interested in the M&S hookup so I’ll be bailing fairly soon.

Ive noticed this before! I thought it was me being a bit of an idiot though. Never occurred to me it might be a glitch!

I just cancelled this week as i find there is just too much single use plastic

Waitrose is free delivery over £60 so works out cheaper for me

Not had this that I’ve noticed but I quite often buy several of one item so wouldn’t necessarily notice.
I love them. The best delivery for groceries imo. I wonder if everyone in same area gets the same flash sale offers, as some are v much what I buy and others really not. I assume it’s to get rid.

I tried to edit my order and twice in a row the shopping hasn’t arrived with the edited order!

Somethings glitching in their system at the moment

I don't know if I'll ditch once M+S come along but I definitely won't be buying any M+S stuff as I just dont care for it. Drivers turning up an hour early pisses me off, it was happening every week, I told one of them off as I'd been on night shift so missed an hours sleep.

I cancelled after ten years about four months ago, as it wasn't getting used enough to justify the ongoing cost, and there were more and more issues with our deliveries.
Waitrose and Sainsbury's for me now- never any issues with either.

I do loads of Ocado shops and have never had this

I’ll be annoyed when it becomes a place for ready meals re M&S but will wait before switching

I am also deciding to bin them. I agree, in recent months they've gone massively downhill. I had to phone the call centre last night - everyone I spoke to was friendly but there was a lot of buck-passing and also a kind of minimising attitude which I didn't appreciate! I will be the judge of whether the amount of items you didn't deliver is a lot, thanks!

So who is the best alternative?? I cannot go back to weekly trips round the supermarket. I can't and I won't!

I agree op. Midweek smart pass £1.99 this time last year, then went up to £3.99 and has just now gone up to £6.99. They are gradually delisting all the Waitrose stuff I buy and finally the flash sales are now 33% rather than 50%

I've noticed the Waitrose stuff disappearing - must check the smartpass price. There seems to be less choice in a lot of stuff than there used to.

I do two shops a week and never have this problem. The app don’t freeze on me either. However when I had my old laptop it froze a lot. It could a problem with your device.

I feel sorry for you, but can't help thinking what a first world problem this is! I wish I could shop waitrose and afford ocado!

Yes I ditched them about a year ago after using them for 12 years plus. Because the smart pass was increased and when I phoned to cancel it they put the hard sell on but it was no cheaper for me. I had issues where I've definitely ordered something in my trolley and it disappeared in my email/delivery. Also duplicates occasionally. But essentially I left due to the price hike. Use Waitrose delivery as it's free and had no problems.

My past two Ocado orders have arrived with broken packaging making the food inedible. They have been good and refunded me/sent a money off voucher but it makes me wary of using them again as it's such a faff. Especially, as I bought something I needed for that day. I've never had any issues with Waitrose, Morrison's, Sainsbury's, ASDA or Tesco ( I tend to get deliveries depending on what offers I've been sent) but I've not used any of them on a regular basis to judge properly.

I haven't really got any complaints about Ocado - I had one delivery where I got several things I hadn't ordered so I was eating oven-ready potato wedges for a couple of weeks, and very nice they were but I wouldn't bother to buy something I can make. I did try Waitrose at one point and every order from them had something wrong so I gave up after the third time. Wouldn't go back to Waitrose. Sainsburys are quite good, but they haven't got the range Ocado have.