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.

Yes I can get in straightaway and book orders up to end of april

They've really not handled this well.

I joined earlier this year as a smart pass customer so I do understand that I am not counted as a loyal long serving customer.

Nonetheless I would expect some form of communication.

Nothing since over a week ago.

Zilch.

Nada.

Just checked to see what the availability was, and there’s several slots for later today! Nothing else available at the moment.

We consider you one of our most loyal customers, so we’re currently offering you one delivery every 7 days. You will also see slot availability up to three weeks ahead of time – so we encourage you to book multiple slots in advance to avoid disappointment.

As part of this group, you will go straight through to the website every time. If you have to queue at all, it won’t be for long.

Interesting I have not had any communication from Ocado since this whole thing started bar my receipts and delivery texts but it seems I am a loyal customer, I don't have to queue and I can book slots for up to 3 weeks ahead - they are just being a bit shy about telling me. Must admit I am relieved as I can't wash my hands at the minute - they are blistered cracked and raw from eczema...so I've been avoiding external contact for bloody ages now.

Ive had the email last night. Only my deliveries are every ten days, so again no consistency at all

The cost of my shop has also gone up, with amongst others things a massive 40p on a bottle of Pepsi.
As soon as this is over I am done. Lack of communication, inconsistencies in policies across customers, price rises. Poor show really.

The email I got says i can have a delivery every 14 days. This is what I'm used to having, perhaps they're looking at previous ordering patterns.

My previous email said every 14 days.
Then I got an email yesterday saying every 10 days.
I just happened to check a couple of evenings ago and suddenly the 18-22 was available to book. Which took it to 7 days after the order I placed for my mum.

(As an aside she is hugely excited about getting an Ocado delivery and is going to make a lot of noise so all the neighbours see. She lives in a tiny West Country village and is one of the only locals there now. The woman next door has a London house in Kensington and the people over the road have a massive Manor House as their second home.)