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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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PrincessHoneysuckle · 01/04/2020 11:26

My ocado delivery came today with just hot cross buns missing.I have had my order for 2 weeks time cancelled though.

Gasp0deTheW0nderD0g · 01/04/2020 12:17

My Ocado delivery also came today. One missing item, several substitutions, all sensible. Relieved. Can't book another one, but we'll manage.

hope40 · 02/04/2020 10:42

Update from me - so a week after I received the email about getting a priority slot as a smart pass holder, I've still not heard anything further by email or text.

Has anyone actually got any idea what these groups are that they said we'd be placed in? Based on area you live maybe?

Love how they still automatically took my smart pass payment as usual the other day. They should offer to suspend them if smart pass holders are no longer able to book any deliveries.

I have no issue with the vulnerable being prioritised, I just think if Ocado can't take orders from people who pre pay for delivery smart passes they should either refund them or put taking payments on hold at the moment. If things aren't sorted in the next few weeks then I'll cancel my direct debit before they take the next one. I can't afford to keep paying for a service I'm not getting.

scoobyd2 · 02/04/2020 10:48

@hope40 I came here to see if anyone had any idea either, as there's no other way of finding out it seems. I got the priority email last Thursday as well, but nothing since. The message up on the screen is still from yesterday and telling people to come back this morning if they ant to edit existing orders, suggesting they would open the site up today. I think the promised 'there are enough slots to go round' has backfired so badly they know the site is going to get hammered when they open it up.

PowerslidePanda · 02/04/2020 11:09

Today is my priority access day (which I found out by chance - no email) but I've been refreshing all morning for slots and no luck yet.

lizzie1970a · 02/04/2020 13:00

I think only about 7% of food shopping is online so the infrastructure just isn't there to cope.

knittingaddict · 02/04/2020 13:29

hope40

The groups were supposed to be random. No idea how they do that, but the whole system has been one big mess.

I got my priority access email on Saturday and when I went on there were no slots available. I seemed to have priority access for a few days after that. However from a couple of days ago I try to log on as a priority customer and get booted straight out again. No idea if or when I will be allowed to get a delivery.

To add insult to injury they took out the money for my smart pass and they aren't communicating with their customers at all. If I thought vulnerable people were actually getting a delivery I wouldn't be so annoyed, but that doesn't seem to be the case. So fed up with them.

I think most of us would be happy with a slot allocated to us by Ocado, maybe every 10 days or so. I doubt many of us would care if that was in the middle of the night. It sounds simple, but I don't suppose their systems could do that

Gasp0deTheW0nderD0g · 02/04/2020 13:55

By sheer good luck I just clicked on the site for the umpteenth time today - not because I'd had an email or any other form of communication from Ocado, of course! - and got straight onto the site and found slots available for the end of next week. It's like winning the lottery. We are eating a lot more with all being at home all the time.

My advice to other Smart Passholders is therefore keep trying, who knows?

knittingaddict · 02/04/2020 14:23

The problem is I'm not sure "keep trying" is good for people's mental health. It certainly isn't for mine and could easily become a time wasting, frustrating obsession. As an introvert I'm fairly well equipped to deal with social diatancing. As someone who is a natural born feeder, it's driving me potty.

scoobyd2 · 02/04/2020 14:31

I keep trying, it lets me in, long enough to see it telling me there are slots tomorrow, then it boots me out again! I have tried from so many browsers now, and 2 different devices! Clearly not my day to be let in. Not that I want a slot tomorrow, but frustrating when you can see there is availability but not been able to get access for a week!

scoobyd2 · 02/04/2020 14:33

@knittingaddict
I think most of us would be happy with a slot allocated to us by Ocado, maybe every 10 days or so. I doubt many of us would care if that was in the middle of the night. It sounds simple, but I don't suppose their systems could do that

Yep I'd settle on a set slot of 5:30-6:30am every other Sunday morning if needs be!

crikeycrumbsblimey · 03/04/2020 13:57

I haven’t been able to get into the site for over a week - just kicks me straight out.

Had a smart pass since December (I took out again as had been ill for months - I have lung problems - and wanted to make my life easier).

Have a reserved slot.

Sent polite emails two weeks ago and last week and no response.

This isn’t about not being able to get a slot - I get the demand etc but I can’t even get on the site to try. It also about the total lack of communication.

Thank goodness I could get slots for elderly relatives (200 miles away) with Tesco. Interestingly no queueing on their site and hardly ever any slots but they at least seem to be a functioning business. Ocado seems to have collapsed

TheFutureMrsHardy · 03/04/2020 19:27

Lots of slots available today, after their site went down for maintenance.

Hopefully they've cracked the software now.

The reserved is still down but I managed to book 3 shops (1 per week) ahead up to 22nd April (in Gloucestershire, so think our deliveries come from Coventry).

There was an email today about priority customers being able to book one shop a week, and when you've had that delivered, more slots will open up.

supadupapupascupa · 03/04/2020 19:55

Just to note...... I went in and it was saying no more slots. I didn't realise I had to click on calendar. Then it showed the days and I chose a slot.

Yellowbutterfly1 · 03/04/2020 21:10

I’ve still. It received any emails

Yellowbutterfly1 · 03/04/2020 21:10

I’ve still not received any emails

Aragog · 03/04/2020 21:12

8 days after getting the original 'you're important, you pay a fortune every month, you'll get priority' email I've had nothing more. I've checked junk email box and I've tried the site every day just in case but nothing.

bruffin · 03/04/2020 21:49

I just got an email tonight that explains a bit better and apologising for poor communication

Aragog · 03/04/2020 21:51

Well actually after reading this I thought I'd check and all of a sudden it put me in the queue. 15 minutes later I was in and got a slot.

I've booked for a week on Monday, 13th, as we have a fair bit in.

However I could have had two slots tomorrow, the. There were one or two days with the odd slot next week too.

Lots of stuff out of stock even for a week and a bits time.

ChipsAreLife · 03/04/2020 22:14

I've just gone in too. 15 min wait and I got a slot for tomorrow 🥳 there were quite a few slots over the next few days too! I do have a smart pass though so that may have helped!

Fuss · 03/04/2020 22:33

Interesting stuff here.....

Been checking all day to try and add bits to my order for the 11th and met with the screen of doom. This is in chrome on my mac.
Say in bed on my ipad, we this thread pop up and tried again. Chrome, ipad. Again a 'not your turn' message.
Decided to try with safari and it let me straight into the site and book a slot for tomorrow evening.

Strange things afoot. May I suggest trying different browsers?

Jagz87 · 03/04/2020 23:30

This is ridiculous! I’m a Smart a Pass holder and have a Tuesday morning 6:30am slot, so hopped on to do my shop and now I don’t have a slot.

We are self-isolating as my son has symptoms and now can’t get a delivery.

How successful has everyone else been?

bruffin · 04/04/2020 00:04

I went on after email above. I have slot booked for next Friday (2 weeks since my previous delivery) and found I could book 17th. I had to press the calendar because it said no slots this week then found full days of slots from 17th onwards. Very longterm smartpass customer

mooboy · 04/04/2020 04:34

I’m a mid week smart pass holder of years - still haven’t had an email and I am no longer given a midweek option of a slot - all slots are weekend and £6.99. I got one though, I’m grateful for that but I suspect profiteering is at play. Food shopping has become very expensive.

Standrewsschool · 04/04/2020 04:38

Yesterday kept getting the Queue-it message. As I’m awake at 4.30am, thought I would try now. Same message comes up.