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AIBU?

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Original poster

Ocado are suspending their reserved order system

532 replies

Neednewwellies · 26/03/2020 16:28

I’ve been using Ocado for 12yrs. We pay extra for a reserved pass. A week or so ago they emailed to say existing customers were priority and especially those with a reserved slot. Made a thing about supporting loyalty etc. Now today I’ve received an email telling me that not only is the delivering expecting tomorrow not coming but they’ve decided to suspend the reserved slots and it’s every (wo)man for themselves. Of course, there’s no slot available for weeks.
I’m angry and worried. Why not continue to prioritise those who have a set slot. Surely adding those thousands into the traffic of people desperately trying to get a slot will just make the situation worse? As soon as this is over I’ll be leaving them. No way will I continue to pay extra when they’ve behaved like this. How can they leave it until the day before to drop this on us? £150 a week plus the monthly fast pass fee to be treated like this. I wouldn’t even mind if they were on twitter holding their hands up but they’ve gone silent.

OP posts:
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7
mooboy · 27/03/2020 14:45

I would but I jumped out of the queue, so now I've got

You have now left the queue
You have now left the queue. However, you can get back in the queue by clicking the button below.
Click here to get back in the queue

Ocado are suspending their reserved order system
RogueV · 27/03/2020 15:20

I’m still on pause. Does it look like I won’t be able to amend tomorrow’s order?

Original poster
Neednewwellies · 27/03/2020 15:26

@ShagMeRiggins, I’m an anytime smart pass holder and I haven’t received any priority emails.

Look, the fact is, we all know their website has been under massive pressure but that is not an excuse for poor communication nor lack of any communication in some cases. Lots of long standing customers both on here and the FB page receiving random emails and some none at all. It’s chaos but it’s their handling of the chaos that’s most disappointing.

On two occasions, we’ve been unfortunate to have 24h+ flight delays. With one we had virtually no communication but on the other we had very regular updates from the pilot even when he didn’t have very much to share with us. I can tell you without question that passengers were far less stressed and cross with the second pilot. Him and his staff were regularly applauded and we all felt it was just one of those things and we’d get through. In contrast, on the other flight the anxiety and stress boiled over to shouting and general anger. It was horrible. I think this is common and widely understood and indeed is why No10 have chosen what they refer to as 5pm full daily disclosure.

OP posts:
FranGoldsmith · 27/03/2020 15:53

@ShagMeRiggins thank you - I hadn't noticed that link, and that's worked. However it looks like I've left it too late as there are no delivery slots available now. It's not a huge issue for me as I have a delivery coming this weekend (I hope!), but I hope others get sorted out.

APatchyTomCat · 27/03/2020 16:30

Weird. Still no emails and I’ve just been on the site and been able to book a slot for Sun 5th, which is only two days past when my usual reserved slot would be Confused

cantdothisnow1 · 27/03/2020 16:30

I've had an email to tell me I can't edit my Sunday order now so it is very unlikely that a Saturday order can be amended.

PickleBottomNo3sMum · 27/03/2020 16:39

FFS they have to prioritise the elderly so unless you fall into that category or have serious health issues, stop complaining and just go to the shops like everyone else has to.

RogueV · 27/03/2020 16:41

I have had an email from Ocado stating that I will not be able to edit tomorrows order. Fingers crossed it will still arrive

Dozer · 27/03/2020 16:43

YABU. These are extreme circumstances and they should prioritise the vulnerable.

bruffin · 27/03/2020 16:44

FFS they have to prioritise the elderly so unless you fall into that category or have serious health issues, stop complaining and just go to the shops like everyone else has to.
Unnecessary and mean spirited, stop the virtue signalling, you have no idea about the situations of the posters.

cantdothisnow1 · 27/03/2020 16:52

Picklebottom how do you know who is vulnerable and who is shopping for the vulnerable?

supadupapupascupa · 27/03/2020 17:35

I wonder if there are regional differences. No emails here. Confirmation received of tues reserved order. Says there's a problem with the one following but I can't think about that now. We are isolating so relying on this service. I'm in lincolnshire.

iVampire · 27/03/2020 17:41

As I have said many times on this thread, I am in the exceptionally vulnerable ‘shield’ group? With letter and registered on the govt hub,

Ocado are not giving any priority (in any way that I can discover), so these slots aren’t being cancelled to give to the vulnerable.

It is not mean sprites to point this out, it to criticise how Ocado are going about things, especially ad it does not appear to be a measure to prioritise those with exceptional need

bruffin · 27/03/2020 17:55

Picklebottom was criticising posters not Ocado.

LadyTiredWinterBottom2 · 27/03/2020 18:11

They should prioritise the vulnerable. But l haven't heard anything to say they are doing that, has anyone else? Sainsbury's are, l believe.

DameXanaduBramble · 27/03/2020 18:20

I managed to secure a slot for April 10, my vulnerable aunt is having it, she’s so happy and its a weight off my mind. I can shop physically.

JaneEyre7 · 27/03/2020 20:03

I've managed to check out both of my next reserved orders by manually creating them. If you click the reserved tab, then edit settings you can manually generate them. I've had the confirmations via email so fingers crossed. I did get the priority access message but there were no slots at all.

If they are cancelled, then they get can stuffed.

bruffin · 28/03/2020 10:07

I got my order this morning, with sensible substitutes and then went on, no queuiing and managed to book a delivery for 10th april

supadupapupascupa · 28/03/2020 10:22

No emails arrived here. But I got straight in just now, edited my order and booked for next week no problem! I am so grateful this has saved the bacon for us and my folks all of us having to isolate

mooboy · 28/03/2020 10:38

I had to rebook for next week, reserved function did not work and no mid week slots - they were quick enough to take payment for our mid week delivery pass, last week! So we had to pay for a weekend slot, at least we have a slot.😏

RogueV · 28/03/2020 10:45

This is good news, I have however an order due tonight but have had no email receipt yet!

TheFuckingDogs · 28/03/2020 10:51

Surely some of you can just go to the fecking shops?! Obviously there are vulnerable people who need deliveries and there’s absolutely no way they can do it any other way. I have a good friend who falls into this category. . . But it does seem a bit like the people desperately trying to say they’re key workers to keep the kids in school. . . Surely not everyone all of a sudden falls into that category. The OP sounds like someone who just has the hump cause she was a long-standing customer and is no longer a priority.
It’s a new world out there, gonna have to get used to it 😉

eddiemairswife · 28/03/2020 10:57

I'm vulnerable due to age and mobility problems and am a non-driver, but I'm not eligible according to NHS guidelines, so cannot have priority.

Westfacing · 28/03/2020 10:59

RoqueV I've just received the text and email for my delivery 1-2pm no subs or missing items.

Good luck with yours!

mooboy · 28/03/2020 11:01

Think Ocado might find their loyal customers jumping ship to Waitrose after this virus passes - Ocado might be the ones who have to get used to the New World. 😏