Ocado are suspending their reserved order system

[Neednewwellies]

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.

I was an Anytime customer and have been for 12 years. I couldn’t get any slot at all despite having the priority email 😡
I have cancelled my pass and will go elsewhere- Asda and Morrisons had slots for week after next.
I am housebound, 8 miles from nearest shop, let alone supermarket.

@mooboy. They’ve sent out plenty of emails and social media info.

@Neednewwellies, interestingly when I went to book, a good few hours after the email, there was a full day of slots both where I live and where my mum lives. We are about 300 miles apart and certainly different depots.

@DameXanaduBramble to you they may have sent out loads of emails - but not me. I have seen 2 media releases since this started - wouldn't call that loads. I am getting weekly update emails from Sainsbury's and Tesco, I've only shopped with them once or twice! Even Asda and Lidl have emailed me - don't know when I shopped with them!

Well most people seem to know what’s going on.

And i didn't say ‘loads’

And i didn't say ‘loads’ My apologies you're correct you didn't say loads - you said plenty turns the whole point around doesn't it? Let me rephrase

@DameXanaduBramble to you they may have sent out plenty of emails - but not me.

Don’t be a twat.

@mooboy. Most people seem to be well aware of the current situation with ocado. What are you after? A personalised phone call? A postcard? A letter from the MD? Stop being so entitled.

Perhaps they could commission a @mooboy ocado van? Would that make you happy?

@DameXanaduBramble you sound lovely - spreading the joy are we?

@mooboy. I am, thank you. I also don't have time for entitled fuckwits like you.

@DameXanaduBramble jog on then 🤣

@mooboy - as I said. Twat.

@Strawberrycreamsundae

But did you wait for the email telling you it's now your group's turn to book a delivery?

There is a first email to say you're a priority customer and then, at some point in the coming days, you'll get another email to say it's your turn.

I've attached screenshots of the 2nd email. It's this email you need to wait for before trying to book.

If you are an Anytime SmartPass customer, and have been since before 2020, you will get priority access for 1 delivery per week. Access to book a delivery is being given in groups to help them spread out the load on the website and warehouses

There must be a regional element to this I guess, because I haven't received any mails since the one saying they couldn't give me next weeks Reserved slot, and one this morning to say they've taken my Anytime Smart Pass payment . I'm not complaining, I've been able to log in and choose a slot for next Sunday.

@DameXanaduBramble Love you more 🥰

@DowntownAbby I received the second email but when I got onto the website there were no slots left!

They’ve sent out plenty of emails and social media info. they havent hence the frustration.

@DameXanaduBramble, but this is a thread, started by me, complaining about lack of communication and Ocado deciding to cancel my regular slot because they cannot cope with the unprecedented demand for their services. Now the shielded aside, I do think I should get priority over those who’ve joint in recent weeks. How is that overly entitled? Certainly it’s entitled but I do feel entitled to that slot after 10yrs+ of spending over £150 a week and paying for a fast pass on top of that.
People recently joined should not have equal access unless they are in the vulnerable category.

They’ve sent out plenty of emails and social media info

They haven’t, and what they have sent has been inconsistent, late or unclear.

Morrisons cancelled my delivery on Wednesday night. But didn't officially cancel it until midway through Thursday. They charged me (though the refund has now been applied). The frustrating bit is, they sent me an email with a lost of.missing items and subs just 90 minutes before my delivery was due. I understand things are stretched. I understand the need to prioritise the most vulnerable. But how do they know who is vulnerable of existing cancelled orders? And shouldn't they really send a quick text email to cancel before you delivery is due? At least give people the option to make alternative food and grocery arrangements. Especially those who are shielding or self isolating and cannot leave the house.

I won’t be staying with Ocado after this...because they’ve not prioritised fast pass customers over those just joined due to CV.

Neednewwellies if you mean Anytime SmartPass customers, yes they have.

If you mean Mid-Week SmartPass customers, I don’t believe they’ve extended priority yet.

If you mean Reserved Weekly customers, no, they haven’t.

I didn't receive the email DowntownAbby posted but when I logged on I found that I had been given priority access - but only found out by accident.

And yes, bruffin is correct. The biggest problem is that they’ve sent random emails to some customers. Others have had different emails and many none at all. Personally, I’ve had one cancelling my order and nothing saying I have priority access. Others above have received an email saying their regular slot has been suspended but they’ll be given priority access. As said, communication has been dire.