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 found the app glitchy when they were launching their Christmas slots and everyone was trying to book them.

I’ve always been happy with Ocado and I don’t think that Waitrose would sell all the vegetarian stuff I want.

I boycotted them over a year ago due to their stance on women. I've used waitrose delivery ever since. It's free and I can always get a delivery the next day.

The app sometimes freezes when you're trying to add products so if you press it more than once you'll end up with duplicates. You really should check your order at the end and your receipt, but it is annoying

I have been getting multiples of stuff too, plus the odd item that I was sure I hadn't ordered.

I had been assuming it was a case of slippery fingers on screen. Now I'm not so sure. Are there really lots of us making frequent typing mistakes of that kind? I mean, everyone has probably done it at least once but when it's happening to many orders, when you are being more careful?

I'm just cross that substitutions might be more expensive/smaller items than the one you ordered And if one item in a multibuy is missing, you might not get proportional refund (as you used to).

I'm thinking of trying Waitrose Direct

The app does freeze so it is easy to add multiples

I still use them so far but am noticing the ocado stuff all being moved to beginning of search as options and they are burying the waitrose options which really annoys me.
I assume its in preparation for the changeover to M&S.
I'm not sure how long I will stick around then but delivery so handy for me as I get my bulk/heavy stuff delivered and top up with walk to shops as I live in the centre of a busy town.
I also don't think I have gotten any money back in price matching in a very long time.
To be fair I haven't had the duplicate problem but tend to order exclusively on laptop and have always had any problems quickly resolved-the best way for an immediate response is twitter!

We had an issue with multiples too but quite a while ago. The same items each week. It turned out to be invisible items permanently in the basket area that we'd once ordered using the Amazon Echo (Alexa) app, which is irritatingly overfamiliar anyway. After finding and deleting them we stopped using Alexa for Ocado purchases.

I’ve had all the issues mentioned above apart from early delivery. I thought it was me I’m not great with technology.but this week I knew it was Ocado as I got a whole bag of shopping that was incorrect I only noticed because on the top were things I definitely eat. The driver took the whole bag back then I realised some of it must have been my stuff as about 8 things were missing. I rang them and they were really apologetic about it and I got a refund and the inevitable £10 voucher. But it was a total pain because I live in a village and therefore would have to drive to the nearest supermarket to get the missing items but I’m at work.
I also stoped buying their fruit after receiving too many times bananas and apples so damaged that they were inedible.
I also hate M and S food and am currently trying Ocado own brand to wean myself off Waitrose food. I used to use Waitrose delivery but they’re time keeping was shocking they regularly turned up 2 hours late and kept giving me gifts of chocolate or wine I once said to the driver that I didn’t want either I just wanted my shopping on time. Waitrose also always run out of essentials milk etc which I found annoying or would replace organic milk with Cravendale and then look surprised if so said I didn’t want it.

That's interesting, bruffin. I don't remember Waitrose having a delivery service round here back when I first started using Ocado, which is probably in the region of 15 years ago, but there was no Waitrose anywhere near at the time. I do use Waitrose sometimes now but I find the range on the website is much more limited than the Waitrose options on the Ocado website, oddly enough.

I used Sainsbury's website once, a long time ago, and didn't rate it at the time. I used to use Tesco before Ocado but found I got lots of substitutions. Ocado hardly ever substitute anything.

It might be no bad thing to drop Ocado, actually, for our household. I could probably manage perfectly well with an occasional online order for the heavy stuff and get everything else we need from frequent visits (I work part-time) to one of the half a dozen supermarkets and two street markets we have in walking distance, and get a bit more exercise too pulling my shopping trolley back. I might even spend a bit less.

The big difference between Ocado and places like Waitrose and Sainsburys is that Ocado have a warehouse to supply orders so are much better equipped to see if an item is in stock.
When someone going round supermarket and picking your order it's much harder to predict if an item is in stock. Someone could have just bought the last just before the member of staff was going to so it will have showed in stock when you ordered but they can't fulfil it.
Makes a huge difference!!

I still like Ocado, and have never had issues. We used to have delivery pass, but they often do free or discounted slots, so I usually use those now. We alternate with Waitrose which has free delivery over £60

They had their delivery service before ocado, I used to use it, but our closest waitrose wasnt very big and the choice was fairly limited.

Ocado was the Waitrose delivery service until Waitrose started its own.

They’ve just put my smart pass back up to full price so I’ve cancelled this evening

As people say I’m going to see if I can get free or discounted slots or try Waitrose which is one of the main reasons I used Ocado

I don’t like M&S food I find it far too rich and sickly

It’s a shame as I had no issues with Ocado delivery itself

I stopped using them a few months ago, as I was planning to bin them ahead of the switch to M&S anyway. Who on earth does their family food shop in M&S anyway?

I wasn’t cancelling my smart pass to get a better deal (like I obviously do with Sky) it was because of the dropping of Waitrose and replacing of M&S which I’m not a fan of

I was surprised Ocado didn’t try to convince me at all to sign up with smart pass for another year. Couple of quid off you know I might have carried on

They cancelled straight away - they must be really confident of ongoing commitment from customers......

OMG is this why loads of my usual Waitrose items have been out of stock lately?!
I've been a customer for at least 10 years but I've noticed that since they announced the M&S tie up that they've been putting their prices up. I more or less do the same shop every week and my shopping has gone up from around £80 a week to £120. I also used to get a competitive pricing voucher pretty much every week, but over the last six months I rarely get any at all.

It's all very odd, I've switched before but always have gone back to Ocado but I think they're hiking prices to make it seem more reasonable when they start charging more for M&S food.

I used to use Waitrose but found their quality has gone down while prices have gone up.

I generally don’t have any problems with them (literally just had a delivery).

However, someone upthread said that edited order didn’t go through. I have had that happen to be twice in the last few weeks.

Re-opening a zombie thread, but this week I'm leaving Ocado. Went to do my shop and despite being cheaper than like for like at Sainsburys, nothing was in stock, loads of products unavailable! So gutted. Sainsburys app just nowhere near as good.