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.

YABU, OP. I'm glad supermarket/food companies are prioritising vulnerable people / giving others a fair chance.Where did you get that idea from? Read the thread they aren't prioritising vulnerable customers!

I do agree that they shouldn’t be charging for passes if they’re not actually delivering to pass holders.

@iVampire I can assure you it has but it appears Ocado have gone into meltdown, they're saying on Twitter that they've contacted smart pass holders to give them access to delivery slots, seems this has been done by text to some people, email to others and to many judging by twitter to some nothing at all. I just think they've fked it operationally.

Keep contacting them.

And yes @mooboy it is their own greed in the initial stockpiling period which has lead to their problems.

Still no emails here either but I did get onto the priority queue a few days before delivery was due, and I managed to book another at the same time. I think any company in the food industry managing to just about hold it together right now is to be applauded. The logistical nightmares they are faced with would keep anyone awake. It's not about the food do much as finding the staff!

Haven’t had an email. However, tried logging on and was told I’d got a priority slot. Only slots available, 24th April!

At least you could access the website! I just get a holding page.

I’ve had a holding page for the last few days.

Who are all these vulnerable anyway? (bit confused as to why a 94 year old, wheelchair bound for past 25 years old lady with innumerable health conditions isn't, but hey ho she survived WW2 and is still cheerful, and luckily I can take her stuff)

The vulnerable need to have some pretty horrid medical conditions. I tried to see if I could register due to age and difficulty in getting around, but am not eligible.

There is a list somewhere - I can’t remember everyone who is on it.

But I’m on it because I have a cancer of my immune system, and am currently on treatment.

I have anytime smart pass, still waiting for the email about my priority booking slot (I check junk folder daily too).

I logged on yesterday out of curiosity, got in straightaway but not one delivery slot available. Not impressed with Ocado at all.

I got the email last week saying I’d receive a priority notification, still haven’t got it. Logged on about 3 times a day since then, sometimes I just got the Sod Off page, sometimes I got through but no slots available. At lunchtime I got on, queued for a few minutes and got a slot for Thursday for my vulnerable relative - those slots certainly weren’t available the last five times I looked. It’s a complete crapshoot, you just have to keep trying and cross your fingers.

Funny how all the people saying 'FFS stay at home' get miffed when Ocado removes their reserved passes hmm*

Well. indeed.

Is Ocado in turmoil right now? Probably.

I don’t work for Ocado and don’t care how all y’all choose to shop now or in future, but it’s interesting to read some of the comments, loaded with talk of customer loyalty and entitlement in some cases.

Where’s your loyalty, then? Because you’ve been a customer in one way or another for X years means you’ve been loyal? Probably not. Probably it’s just been convenient for you and works well for you and/or your family.

Ps—for those who really need help, persevere, continue to ask for help, and ask your community for Lhelp. You might not get it on MN.

Some of this does remind me of many years ago when I worked in a department store. It was quite fancy in its way (Posh and Becks, and Paul McCartney were customers) but it was on its last legs. It was a huge place and even had its own in store credit card.
One day we were all called to a meeting before opening and were told the store was going to close. By lunch time this news had been reported on the radio and local press. We were inundated with calls etc. We had all just found out we were going to lose our jobs but people just wanted to know when they could get a bargain.
One woman phoned and demanded to be told when the sale started. The poor women on the switch board was at the end of her rope by this point. The customer said ‘I am an account customer you know’, to which the switchboard operator replied ‘just because you buy it on tick it doesn’t make you special’.

Probably it’s just been convenient for you and works well for you and/or your family
Don't think I've even said "FFS stay at home" - When I have paid for a pass to get free deliveries I can't get any - what I have is more like a lottery ticket than a pass. I don't find that acceptable? No I find it a bit dishonest - can see any company getting away with it under normal circumstances (they took my payment automatically last week). . They took on too many customers - they have not prioritised vulnerable customers - they didn't have the systems to cope - they have been greedy - feel sorry for them all you want - but their share value has rocketed, the CEO and the SMT will be getting a nice bonus - they are laughing all the way to the bank.

Really should have read that last post before I sent it. Sorry

@Neednewwellies Completely agree. I’ve been a customer forever. Now there are no slots and the last order was cancelled. I don’t expect to have my usual once a week slot. Is cope with once a month. I’m a key worker and shopping for my parents, in-laws and two other elderly family members. I was disappointed wish they dumped Waitrose for M&S and now I’m done with them.

I’ve managed to get a slot for 5:30-6:30am on the 24th April
I have a mid week smart pass so have to pay for the slot but so be it.
I’ve never received any email from Ocado telling me to wait for a priority email to log on but whenever I do try it says I have priority access and can luckily log on after about 7 :mins.
I’ve never had a slot so early but am just thankful to get it, I just hope I have no problems with it.

I’m a key worker and shopping for my parents, in-laws and two other elderly family members.

So many people shopping for others on this thread .
I can understand why, but it's unrealistic to expect Ocado to just carry on as normal with a sudden massively increased workload.

Ocado are very successfully reducing their workload as much as they can and neither their tech or logistics can match even the reduced amount. My anytime smartpass is supposed to get me a weekly slot. It doesn’t- despite the email, there are no slots at all. I have a delivery today that was booked about 3 weeks ago when this looked like kicking off and despite the early order date, the number of absent items and substitutions means I’ll still have to go to a shop so defeats the entire purpose of having a delivery. They’ve also cranked prices abysmally.
Screw ‘em. We had our tenth anniversary chocolate bonanza but there is t going to be an 11th (good luck with integrating M&S, chaps - still think you’ll have that under control?)

I think they are only releasing slots to people who have no delivery booked. As soon my delivery came on Saturday I managed to get a slot next week.

I think they are only releasing slots to people who have no delivery booked. As soon my delivery came on Saturday I managed to get a slot next week.

Not here they aren't. I have no delivery slot and no longer being treated as priority, despite the fact that they say I am. Can't even get on the site at all now. Just get thrown out to the "no slots available" message.

So many people shopping for others on this thread shock.
I can understand why, but it's unrealistic to expect Ocado to just carry on as normal with a sudden massively increased workload.

I had an email on 28th March from Ocado encouraging us to shop for others. It's probably not sustainable, but it was their bright idea. What are people with vulnerable and self isolating family members supposed to do?

Sorry.

So many people shopping for others on this thread shock.
I can understand why, but it's unrealistic to expect Ocado to just carry on as normal with a sudden massively increased workload.

I have an Ocado delivery due on Friday, and since yesterday have been able to get on the site quite easily - but only to edit the order. If I attempt to book a slot the last date they I have access to is the 4th April.

I won’t be given smartpass priority as I am on 6 months free smartpass that was given to me, along with a £25 voucher when an order went very wrong in February. Seemed like a good deal at the time - lol.

It does give an indication of what disappointed customers should try for when this is all over. It will be my 15th Ocadoversary in May (been. Customer for longer than that but using a different email address) and I am not going to even think how much money I have spent with them.

No idea when my next Ocado delivery will be and I do hope slots are being allocated to those in most need.