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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
MarginalGain · 26/03/2020 16:56

I've been an Ocado customer for about 8 years, I have the smart pass, but I didn't receive this email. Have I missed it?

Redglitter · 26/03/2020 16:57

Ocado seems a nightmare. I've got a Tesco order coming tomorrow I was pleasantly surprised to find things like pasta. Toilet rolls, hand wash etc all in stock. Their 'shelves' look lots healthier than they did even a day or 2 ago.

I've noticed Asda have had slots appear in the early hours

WindFlower92 · 26/03/2020 16:58

Do people not realise they're trying their best? I get that it's annoying to not have your special slot but obviously they're trying to navigate a huge uptake of customers, some of whom will fall into the vulnerable category and need prioritising. Give it another week and I'm sure all supermarkets will have sorted their system out. Meanwhile, if you can go to the shop, do so. Stop moaning about not being treated specially when everyone is in the same boat as you, pass or no pass.

PicaK · 26/03/2020 16:59

Im cheesed off too. Another 15 year customer and my reserved is coming next week and week after and then that's it.
I am not feeling the love anymore

evespudding · 26/03/2020 16:59

They have suspended Ocado Reserved it because of technical problems. Hopefully will be fixed and then up and running again.

Monstercruch · 26/03/2020 17:00

I haven’t had that email

Original poster
Neednewwellies · 26/03/2020 17:01

The email came this afternoon. I’m sorry for those of you who are vulnerable and were reliant on your delivery. For me it’s because I’ve been working all week and hadn’t heard it wasn’t coming so assumed it was all fine. Now I’m stuck. What I should have done was buy an extra feeezer and stockpile like every other bugger. Instead I thought I was been sensible and measured by just getting what I needed as I needed it each week in my regular order.

OP posts:
Original poster
Neednewwellies · 26/03/2020 17:04

@iVampire, do you have a local FB page offering help for those in vulnerable positions? I’m already supporting 2 of my elderly neighbours but I know others are being put in contact with those willing to shop and pick up medicines from the chemist etc. May be worth looking if you’re on FB.

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CottonSock · 26/03/2020 17:04

Ah, now I understand what a reserved slot is. I can kind of get that is being withdrawn. I've just been booking as and when, but pay monthly. I can an order frozen last week, all I had in basket was wine and chocolate. At least I managed to get in cancelled by emailing.

Minta85 · 26/03/2020 17:09

As other posters, Ocado Reserved is having technical issues. They didn’t say anything about cancelling it to be fairer to vulnerable people.

Original poster
Neednewwellies · 26/03/2020 17:10

&CottonSock, why withdraw it? There was no mention of those slots being used for vulnerable people just being made available to all. So the fact I spend £150-£200 with them each week means nothing. Just to clarify, if I’d received an email saying my slot was being reallocated to a vulnerable person for the next couple of weeks then I would not be angry. But there’s no mention of that. They’re just taking them back and chucking them back into the pot. So they cannot expect me and the thousands of others to stick around after this.

OP posts:
Chocolateandwineplease27 · 26/03/2020 17:11

How far ahead are people able to book? I've got a delivery for a week on Sunday but then no slots even seem to be released after that?? I've got a smart pass so usually can book 3 weeks ahead

Original poster
Neednewwellies · 26/03/2020 17:12

@Minta85, the email I received an hour ago doesn’t say technical difficulties. It says it’s being suspended indefinitely as they’re trying to make slot booking fair to all.

OP posts:
MarginalGain · 26/03/2020 17:14

I queued (virtually) for about 3 hours today and there were no slots.

iVampire · 26/03/2020 17:15

‘ Meanwhile, if you can go to the shop, do so. Stop moaning about not being treated specially when everyone is in the same boat as you, pass or no pass‘

For avoidance of doubt, I cannot go to the shops

Yes, I am eligible for assistance, and also have friends who will help. I won’t starve. But 12 weeks minimum is a long time ahead of me.

Nothing is normal, and a little thing (which would still be safe for me to do) such as choosing my own groceries online just as I did before COVID, has become important in a way I did not expect

I’ve just written a begging email to a different supermarket

I’ll try others, maybe

I still have that shred of hope that Ocado have been working on it after all and I’ll get a helpful response

Writing on this thread has helped. I now realise why the inability to do my own shopping is upsetting me so much. I’ll get over it. I just wish it hadn’t come to that

mynamesmrdiggety · 26/03/2020 17:16

I sort of agree about cancelling the reserved slots. But they should honour deliveries already booked as people will have planned to receive those.

Minta85 · 26/03/2020 17:17

@Neednewwellies That is interesting; it seems that two different emails have been sent out to customers.

Hadjab · 26/03/2020 17:18

From a logistics point of view, have you considered that not only are the overwhelmed by customers, but staff will also be going off sick, from drivers to the warehouse team that actually picks the orders. I’m sorry, but I just can’t find fault with them, they are doing their best in overwhelming and unparalleled circumstances.

RicStar · 26/03/2020 17:20

I am confused - I have booked and checked out my reserved order - so it is a full normal order in my opinion but I have no clue if that means it will come or not come. When I go in (no queue) it is still showing as I have an order on that date. Very confused by it all. No slots are showing as able to be booked.

EnglishRain · 26/03/2020 17:21

I feel like click and collect is the area all the supermarkets should focus on. Much better than people going into store, and it's a nice middle ground for people who can drive to a supermarket.

Ocado don't seem to be coping well at all. I use Tesco mainly, but am struggling to get another click and collect slot. I managed 19th, 30th and 8th April. My DM is driving an hour bless her and leaving things on the doorstep that I can't get, and I'm leaving stuff on the doorstep that she can't get!

Marieo · 26/03/2020 17:22

Cancelling tomorrows slot is savage. Unfortunately I think supermarkets trying to police and prioritise bookings isn't working, rightly so there is going to be local council and government support for the shielding group, they don't need them really trying to determine who is worthy and who isn't. Try Asda, they release slots daily for the coming days (it seems like they get extra drivers in as a shifts worth appears), maybe log in every now and then and have a go. Most have had limited subs and they have been reasonable.

Original poster
Neednewwellies · 26/03/2020 17:23

@WindFlower92, as I said, they have not once asked if I’m in the vulnerable category (I’m not) so how would they know? My slot has not been taken tone given to someone vulnerable. It’s been taken to through into the pot and create a free for all. I was expecting and depending on the order due to come tomorrow. I find out 1h ago that it is not. Last week they said they were prioritising existing customers over those who only signed up and booked slots recently. They’ve now abandoned this. I really hope like us, all loyal customers who’ve been shafted by this decide to leave as soon as this goes back to normal and all those new customers decide they no longer want a regular Ocado order.

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Ginpalacequeen · 26/03/2020 17:23

I think all supermarkets are struggling more than they are letting on and its only going to get worse, Tesco have just cancelled my order 3hrs before delivery.

EveryDayIsADuvetDay · 26/03/2020 17:24

There is a pandemic - priorities change, and the vulnerable, elderly and those at risk are deemed more of a priority than The Entitled Ones.
A colleague who is in an at risk group has been prioritised by ocado, so that us clearly what they are doing.

/

WindFlower92 · 26/03/2020 17:28

Obviously it's bad about your order tomorrow @Neednewwellies, of course anyone would be right to complain about that. With the pass however, I'd assume they're working on a system where, in a week or so, vulnerable groups can book with priority without people with passes taking up slots first. Vulnerability beats loyalty at the moment!