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 in the queue for nine hours yesterday before I got my slot at around 6pm

I can access the site, but there are no slots available. I'm a smartpass customer. I am pleased that they are prioritising vulnerable customers, but I'm immunocompromised and not being able to get a slot means I'll have to go to the shops and put myself at risk. I'm not angry with them, I know they're working hard to make things as fair as possible, and I don't necessarily think a smart pass should trump someone who's incredibly vulnerable.

I got an email yesterday evening explaining that they will now give me one delivery every 7 days. This is probably because I have an anytime pass rather than being vulnerable.
When I checked online, there were full days of slots to choose from , from one week after my next delivery; and once I booked one slot, no other slots available 7. So fair enough.

@penisbeakers have you tried clicking on the calendar icon - after you get into the booking page and it looks like there are no slots - you click on the calendar and they all appear.

Without a doubt I’d happily give up my slot for vulnerable customers but it doesn’t work like that.

I got an email last night saying there was slots available for me. Logged on and was given a slot for today and same slot again next week. I have also been able to go straight in and edit. So happy 🥳🥳🥳

I previously had a reserved slot. I seem to be able to get into the site only waiting 15 mins or so, but there is nothing available whenever I get in. I didn’t get an email telling me the reserved slot was no longer working. Can I check what others see when they finally manage to get into the site? The calendar outlines the next 3 days in green, and these days and the other days for future weeks are all not able to be clicked on?

I think I saw the calendar you usually see. I was in shock so cannot remember that clearly.

At the top of the diary there’s a calendar icon - you need to click on that - it’s like a video game - you need to find the key!

Thanks, but what I’ve described is what I see when I click on the calendar icon.

Can I check what others see when they finally manage to get into the site? The calendar outlines the next 3 days in green, and these days and the other days for future weeks are all not able to be clicked on?

This is what I'm seeing too. The last time I actually found an available slot, that one date was shown in white, rather than grey, and when I clicked it I could see all the times that were available.

Just got a slot for Easter Monday no problem here. On mobile Web though so can’t help with what the main site looks like.

I think it all depends on the depot they are delivering from.
There is nothing on my calendar past next Wednesday.

I'd like to see them suspending or wait fleeing partial refunds to smart pass customers.

I can see it's not working, communications are crap and most of us understand that in the grand scheme the inconvenience isn't that important for many people.

But to still be paying for that inconvenience indefinitely is not on

I'm a smart pass member and it's almost back to normal for me this morning. No queue system, with the only restriction being 1 order per 7 days.

I am smaroass anytime and got the one order per 7 days email last week. No orders available all week and now an email saying I’ll get one order every 10 days. Still no slots available but they have, of course, taken payment for the pass

I'd like to see them suspending or wait fleeing partial refunds to smart pass customers

It might come. Tesco are no longer charging current delivery pass customers their monthly fee until further notice & they refunded 50% of last months fee

Just had an email. Now it’s one order every 14 days! That buggers up my plan of one order for my mum and one for me on alternating weeks!

I haven't had that email and I'm an anytime smart pass member of old. I have a delivery booked for my elderly PIL next weekend that was reserved weeks ago. Is that why I can't see past there on the calendar I wonder?

@FlamingoAndJohn wtf?? It seems entirely inconsistent. If it’s any comfort, I’m supposed to be able to get an order next weekend. There are no slots available. God knows if I then have to chance my luck for 10 days after that? I was considering moving to Waitrose when the m&s thing comes in and this pretty much seals it

I guess there is some regional variation depending what distribution point you are nearest. Or Ocado systems are still a bit chaotic.

You see this is my problem - I haven’t had an emails from them since 26/03. Why can’t they be consistent!

For anyone who hasn't seen it - if you have a Smart Pass (either kind) and didn't get a delivery in March, you can fill out a form for a refund. It said about it on the blog, but here's the direct link to the form:
docs.google.com/forms/d/e/1FAIpQLSfnL9SshzHiFMu8nRAymVJnCIWrbgZlDmG35T5rYAwlga-N-w/viewform

My email:

^As a loyal customer, we’re offering you the chance to have one delivery every 14 days.
Obviously, if you don’t really need a delivery that often, there’s no need to book every time. It will give us the chance to offer more slots to other customers who need them.^
As there will need to be a gap of 14 days between deliveries, you won’t be able to see available slots 13 days either side of any slots you have booked.
If you are placing an order and you know someone locally who can’t get to the shops, consider adding a few items for them to your order.
We invite you to start checking for your available slots from Monday onwards. You will be able to see slot availability 7 days ahead of time.

Have any of you who have managed to get a slot got a reserved? Wondering if the fact that I have a reserved slot (which they aren’t allowing) is blocking me from booking anything else.

I do normally have a reserved slot but they are suspended and have been for a couple of weeks or so.