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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
Aragog · 27/03/2020 08:17

How does one use the shield system to get access to delivery slots?

There is a government page (Sainsbury's has a link to it) where you register that you've had the letter. The retailers can then use this.

But the letter only went to the most vulnerable, not all at risk groups.

alloutoffucks · 27/03/2020 08:30

Why would key workers get priority to online delivery? They or their partners if they have one, can still go to a shop.

DameXanaduBramble · 27/03/2020 08:36

It’s never going to be key worker based

IHadADreamWhichWasNotAllADream · 27/03/2020 08:39

This is the email they sent out to SmartPass customers yesterday. I’m able to go to the shops for now so when and if my slot comes through I’ll use it for a vulnerable relative - we can do a lot to get through this by just sharing the resources informally between families.

IHadADreamWhichWasNotAllADream · 27/03/2020 08:43

Whoops, forgot to attach it

Ocado are suspending their reserved order system
Ocado are suspending their reserved order system
Aragog · 27/03/2020 08:48

Re key workers - officially Dh and I are both key workers, and I am also in an at risk group. We have also been self isolating as dd had a cough. From this weekend we will have MIL moving in with us.

We can get out to shop if need be from the weekend but it isn't ideal due to both me and MIL being at risk, although not one of the most vulnerable.

iVampire · 27/03/2020 08:52

I am in the shield group, have registered on the government hub, and have heard diddly squat from Ocado. Despite emailing to ask frequently

So please do not hold on to a belief that Ocado are doing anything for their long-standing but currently exceedingly vulnerable customers.

I didn’t want to change supermarkets, but looks like I might have to

Neednewwellies · 27/03/2020 08:59

Ihadadream, I have not received that email.

And people need to stop telling me that vulnerable people need slots. Of course they do. I have stated that myself and agreed with it all the way through. But cancelling my order for today with less than 24h notice when they don’t even yet seem to know who is in the shielded group and without even mentioning the shielded group in the email is not on. The email they sent me said they are removing reserved slots to make it fairer for everyone to get a slot. Nothing about the vulnerable in society.

OP posts:
averythinline · 27/03/2020 08:59

my parents are both vulnerable and also ocado customers of 15yrs standing - the thing that had been holding my dm mental health together was the fact she didnt have to worry about getting food - she has a very restricted diet and Ocado has been a lifeline because she can control it........I cant believe they have done this and just pulled the rug out from under people ... am also now completely fucked with how to get food for them as they live miles away..

and they are not shield vulnerable just very vulnerable - elderly and poor mental health :(

Neednewwellies · 27/03/2020 09:02

@iVampire, you must be very worried. I think before getting rid of all the reserved slots they should ensured they kept those slots belonging to customers in the shielded group. But it would seem that lots of different customers are currently getting lots of different emails.

OP posts:
Neednewwellies · 27/03/2020 09:03

Likewise your parents @averythinline Sad

OP posts:
crikeycrumbsblimey · 27/03/2020 09:08

Mine are still there but saying there are no spaces for the time I have reserved. I just want to know but no replies to emails for days.

I’ve had the page open since 550 and still can’t get in.

Tesco however I can get and order to two sets of elderly relatives next week who live 100 of miles away.

Ocado are not coping at all when they should be the best placed.

spongedog · 27/03/2020 09:20

I am a mid-week smart pass customer and havent received that email (or any others). My Ocado delivery did come last night - substitutions good, few missing items - fine. I had managed to edit earlier in the week, so drove the 15 mile round trip to drop off stuff to my mum. But what was strange I had added a food bank voucher and that was removed. Are they no longer supporting food banks at this time or keeping a reserve fund? Driver didnt know. Thank you for the information about the govt vulnerable form. I will get my mum to complete it. Then at least that way she is on the system.

AuntieStella · 27/03/2020 09:33

No email here.

I have a delivery booked for later today, and one more that was booked with half full trolley (all stuff I want, and was intending to add to if editing window survived). I didn't use Reserved and was kicking myself, but it seems that gone and I can stop kicking.

No word on whether either/both of my deliveries will actually turn up.

No word on anything!

Their commas has been dreadful.

I'm guessing people are assuming that Ocado is changing slots around to prioritise the Shielded because they don't want to believe that a company they like and hitherto approved of has made so many mistakes and is treating customers quite badly.

I'm quite a loyal customer (in general) and have been with Ocado for yonks. I'm not feeling positive towards them, not because they are having to do quite drastic things to keep running, but because their communication with us has been so utterly shit..

There used to be a poster called AnnieOcado who represented the company on MN. Not seen posting for years, but if you're still out there and have any links with the company, you might like to read this thread @AnnieOcado

And given that Sainsbury's is prioritising the Shielded, and so many people on this thread have assumed (currently wrongly) that you do, perhaps that's something to look at quite urgently?

ClientQueen · 27/03/2020 09:35

I've still no text or letter to prove I'm in the shielded category. I could dig a consultant letter out if needed but I wonder how many others that should be included and shielding haven't had anything

alloutoffucks · 27/03/2020 09:41

@ClientQueen The government is saying if you haven't got one by the 29th, then contact your GP. But it will probably come in next few days.
I think the text comes only if your GP has your mobile number. I have had that, but not my letter.

alloutoffucks · 27/03/2020 09:45

@ClientQueen A friend who is in shielded group has had email giving her priority log in. So yes it is happening. But there is a time lag in organising this so not everyone who is in shielded group and is a customer has had that yet. I haven't, but I assume it will come.

aprilstory · 27/03/2020 09:47

@IHadADreamWhichWasNotAllADream Thanks for sharing that email. Very helpful. I have been a smart pass member for a few years but haven’t received this. Actually I haven’t had any communication whatsoever apart from order confirmation and receipts Hmm

Fingers crossed they haven’t forgotten about me.

ClientQueen · 27/03/2020 09:53

@alloutoffucks thanks. I usually get appointment/NHS texts. My GP doesn't even send me a flu jab letter so I'm not hopeful at the minute! I do have it every year Grin I just go to the chemist and have it done there

bruffin · 27/03/2020 09:55

ive received the email, but i have a nasty feeling they have cancelled my order tomorrow which was booked weeks ago and got

got this email this morning in response to an email i sent them

"we’re very sorry, but due to technical problems caused by unprecedented demand, Ocado Reserved hasn’t been functioning as it should. Unfortunately, this means that Ocado Reserved orders will not be going out for delivery – including those already placed.

We understand this is not in keeping with the high level of service you’ve come to associate with us. These are unique and exceptional circumstances and we can only apologise for the frustration caused as a result. We’re working hard to get Ocado Reserved back up and running.

We apologise once again and thank you for your continued patience as we respond to the ever-changing situation"

Why cant they actually write a clear to the point email and tell me if my order tomorrow is coming.

TheEmojiFormerlyKnownAsPrince · 27/03/2020 10:02

I’m not sure that Ocado are bothered about Waitrose customers.

They’re switching to delivering for M and S soon

bruffin · 27/03/2020 10:05

They’re switching to delivering for M and S soon That was a big mistake as well!,

iVampire · 27/03/2020 10:07

@alloutoffucks How did she get that log in? If it was through the hub, how do you get on to the right part of it? If it was with Ocado - how?????? I cannot get them to acknowledge an email

(By PM, if you don’t want to publish to the world!)

Many thanks for any help!

FlamingoAndJohn · 27/03/2020 10:33

I’ve just logged in and my order is showing as being out for delivery. @Neednewwellies have you checked your order? It might still be out for delivery.

Namechangedforthis1357 · 27/03/2020 11:12

It could be because of the 1.5 million people the Government have identified as vulnerable and will certainly die if they get the virus.
For most people, coronavirus (COVID-19) will be a mild illness but for a vulnerable person with a compromised immune system it will result in death.

The Government is compiling this list and working with the supermarkets to help the people who need it the most.
These people include:

You’re extremely vulnerable if you:

• have had a solid organ transplant

• have any cancer and are getting chemotherapy

• have lung cancer and are getting radical radiotherapy

• have cancer of the blood or bone marrow, at any stage of treatment - for example, leukaemia, lymphoma or myeloma

• have any cancer for which you’re getting immunotherapy or other continuing antibody treatments

• have any cancer for which you’re getting a targeted treatment which can affect the immune system - for example, protein kinase inhibitors or PARP inhibitors

• have had bone marrow or stem cell transplants in the last 6 months, or are still taking immunosuppression drugs

• have a severe respiratory condition - including cystic fibrosis, severe asthma or severe COPD (Chronic Obstructive Pulmonary Disease)

• have a rare disease or inborn error of metabolism that significantly increases your risk of infection - for example SCID or homozygous sickle cell

• are getting an immunosuppression therapy that’s sufficient to significantly increase your risk of infection

• are pregnant, and have a significant congenital or acquired heart disease

1.5 million letters havel already been sent to the most vulnerable, but this also included almost 10,000 letters in error, some to the deceased:

digital.nhs.uk/news-and-events/news/coronavirus-letters-sent-in-error

This is the 1 responsible thing Boris has done throughout this crisis as these people have to self-isolate for 12 weeks and if they live on their own they're fucked. He even brought in the military to help with logistics.

Local councils will be working together with the supermarkets and pharmacies to deliver food and prescriptions.
The parcels will then be left on doorsteps, so there will be no physical contact

Please use the link below to register yourself to get a priority delivery as they've obviously missed you off in error - your letter probably went to one of the deceased!

www.gov.uk/coronavirus-extremely-vulnerable

Please don't judge the people who are getting priority deliveries or the supermarkets for delivering to them.

Imagine if you lived on your own, had a physical disability so can't drive, needed to use a wheelchair or crutches, have an autoimmune disease, a muscle wasting disease, had a lung transplant or cancer, no family/friends to help and leave food for you........................you'd be fucked AND dead.

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