To be fuming that Ocado have just cancelled my delivery due today.

[Astrabees]

I've had an Ocado reserved delivery for years, same stuff every week. It has carried on throughout the Corona virus time and as a social care worker with a lot on my plate at the moment I depend on it. I have had an email today cancelling the delivery this evening ! I am beyond fuming , and I can't even get access to the priority line to gt a normal booking. Instead of organising care for 100 older people this weekend I'm going to have to go out and risk contamination in a supermarket.

Its unfortunate and completely frustrating but try and remember its nothing personal and not aimed at you.
There will be so much people inconvenienced right now by various things.
My tesco is implementing rules to minimise contact between people so hopefully your local supermarket will do too and the risk will be minimal.

Maybe more and more of their still are self isolating

The longer this goes on, the more people are going off work

If they have no staff what do you expect them to actually do??

YABU

Their staff could be sick or self isolating. It's not their fault! They have brought in measures to reduce the risk of infection so a trip to the supermarket is probably no more risky than a delivery.

They don't say it is due to no staff they say that their IT has fucked up the reserved orders and they are cancelling them. They might have re-booked it from the list. they are telling us to call customer services, but that service is closed and I can't even log on to the bookings bit of the site.

I am beyond fuming

Really?

Have you missed what is going on?

It's unfortunate and it's a pain in the arse but least face it, the fact that you order every week doesn't make you special. If they don't have the manpower to fulfill the order then they don't have them.

Deliveries should be prioritised for those unable to leave the house, you're not self isolating so YABU. Many of us have to risk the shops, I'm currently shopping for 3 families, all vulnerable and who cannot get any delivery slots.

This happened to us with Tesco.
Unfortunately it is to be expected at the moment.

Happened to us with Tesco. Regular customer, had had confirmation it was going through then 30 mins before the slot was due to begin a text saying it had been cancelled.
DH is just out of hospital for chemo and we were relying on it.

Asda did this to me on Wednesday, so I did my shift at the hospital, then had to go to five different shops to try and find food, while 7months pregnant, and I have a suppressed immune system. Ended up In lidl hysterical as I can only drink tonic water due to my HG (nothing else stays down) and them telling me I could only have four bottles was just the final straw. Asda comment - you need to go online and rebook. Guess you are meant to starve in the mean time

Yes IT systems are all over the place unfortunately

There’s confusion

You shouldn’t really be relying on ANY service right now anyway

Why are people guilt tripping a carer? She needs to be able to do her (critically needed) job so I don’t blame her for her frustration.

Ocado are making plenty of money of this crisis but their future won't be quite so rosy when this is all over, their loyal customers will likely vote with their feet - they have been really shit at communicating - and there's no excuse for that!

Lots of longstanding customers are having the same problem with supermarkets OP. What I have found and also a great many other people is that local and independent shops are better stocked and are often doing deliveries or taking payment over the phone and allowing pick up of orders from outside their premises. I know it depends where you live as to what’s available but I’ve found this way of shopping has been great, it just means a couple a few phone calls and a couple of short journeys, not as convenient but still.

Yes, I'm coping with lots of self-isolating staff, changing day by day, one has a diagnosis of Covid, a lot of very vulnerable frightened older people to care for and keep cheerful. I don't suppose I will have any weekend left to go shopping too. When everything else is so very difficult I had assumed that as I don't bother Ocado much and have exactly the same food delivered each week, not logging on to change and I pay for the service they might at least have given me a b it more no;tice to let me know they had problems. they invited me to book a slot in a preferential group, so this afternoon I waited in the virtual queue for over 2 hours and was then told there was nothing.

I'm the opposite I've got an order I forgot about for the 2nd and I cant cancel

Your frustration is justified, but unfortunately there is currently no way for the online supermarkets to flag key workers and the vulnerable, because this has never been a requirement for their systems before.

Very frustrating, but people need to start realising that normal rules don’t apply now.

Very frustrating, but people need to start realising that normal rules don’t apply now. I think expecting a company that have been delivering your food for years and have had exceptional service - to go to being completely incapable of finding 5 mins to update their customers even on facebook is as my mother would say beyond the beyonds - no excuse, just simply crap! If they're lucky their customers will forgive them - I'll be moving to Waitrose - I hadn't intended to - but I don't enjoy being shafted!

@Astrabees when you mention being invited to book a slot, did you wait for an email telling you to go on the site today?

They have split their Anytime SmartPass customers into groups and will give different groups access on different days, so you need the email which says it's your turn to go on the site.

I only mention this because my elderly mum had the same problem today:

1)She got the email telling her about the new system last night.
2)She got a text message this morning telling her it was her turn to book. But it wouldn't work.
3)This afternoon she got the email saying it was her turn now, and then it did work.

So there was some disconnect between text and email and it only worked after the email arrived.

I only mention this because the first email (Thurs night) said the text message would signal that it was your turn, but it's clearly not the case.

So if you haven't had the email specifically saying your turn is today, then it may well be another day that you will get your turn.

Thank you for that, somewhat strangely I still seem to have next weeks slot booked, so maybe I just have to fill the basket and check it out, i will explore late tomorrow night when it may be easier to log on.

Good luck - but just to be clear, you only get the priority access on the day you get the email telling you it's your turn.

And when you then go to the queue you'll get to log in and then it will recognise you have priority and put you into a another small queue from where you can fill your basket and find a slot.

So you shouldn't have to wait for hours to get on, as long as you're trying at the right time.

I've attached the email you need to look for (my mum forwarded it to me so I could help her with what to do).