Ocado "closing slots early"

[monopolymadness]

Ok so for the past six weeks ago I have thought I was going slightly mad as I've been locked out of checking out an order before my slot has closed. Meaning I've ended up with a useless order and a trip around the supermarket with three kids (which no one wants).

Ocado call center guy has now admitted to me that they regularly close slots early "due to demand" ie well before the cut off time set out in my booking email or text message.

I don't know whether I am most angry about this at a time when people are relying on online supermarkets or just the fact that they have made me feel as if I was incompetent when I called and had just imagined it.

Anyway, fair warning - don't take the cut off time as gospel or expect them to admit cutting customers off early.

They are closing the slots earlier than usual but this is clearly communicated plus they always text the day before the slot closes to remind you of the upcoming closure.

Don't see the issue, they are busy and I'm glad to still be having my deliveries as usual.

Perhaps you need to check your account details to be sure they have your mobile number and can text you updates?

It’s a pain in the arse.

@ChequerBoard, no let me be clear - they are closing the slots earlier than they are advertising. So my slot was due to close (two days before my order at 11:30 pm tonight), as set out on their website, my booking email and text message, instead they closed it at 11:20.

Sounds irritating but how many people actually make changes 10min before the slot is due to close? Surely you would have just updated the order earlier after being burnt the first time?

You left it until 10 minutes before your slot was meant to shut?

What if you'd had Internet issues? Or some other reason you couldn't get online?

I noticed this over the last few weeks too. I guess they’re trying to limit traffic to their website to avoid it crashing maybe.

I'm about done with Ocado now. I really struggled to find something to buy today. I need my regular slot through lockdown but once its all over I'll be leaving them.

I am disorganised and was just caught out by this too, despite the texts etc. I procrastinated and then forgot to edit before 11:30pm tonight. Luckily they answered their live chat at 12:15am and cancelled the whole order for me...actually pretty impressed.

How can you end up with a useless supermarket order 10 minutes before slot closure time? Were you really going to add a full shop in those last 10 minutes?

I don't tend to put in a full order until the evening before delivery closes as I want to check what we have in the cupboard and fridge so I don't over or under order. I wrote out a meal plan and had been going through this and adding ingredients. I'd also been up and down with the baby, I didn't check it out earlier as it clearly states in the text message that I have until 11:30, I went to check it out about 11:22 and it said the order had closed.

Ideally I would have checked it out earlier but I don't have that luxury and I didn't need to because they had told me in two texts and an email that it closed at 11:30. When I rang the call center they admitted they have been closing it before the cut off time. It wasn't a system problem or a tech error - it's a deliberate policy. If I had internet difficulties then that's on me, but this is a deliberate policy.

So now me and three kids who touch everything will be trawling around the supermarket on Tuesday.

I keep a saved order will all the basics I want and start each order with that, then add extras and subtract things I don't need the day before the order.

Still can't see how 10 minutes would make a huge difference. Sure you may not have added a couple of last minute things or been able to take off a couple of bits you don't need but you wouldn't be able to complete a whole order to the extent that you need to go out shopping in that last 10 mins anyway?

Thanks for letting us know about this... i can be a last minute order alterer too.

My advice is to constantly save and check out inbetween tweaks. So even if it closes earlier you still get most things you need.

I think you were cutting it pretty fine leaving it that late, tbh. I also don't understand how you ended up with a completely useless order with only 10 minutes to spare!

Thanks for the warning. I do an instant shop for about 3 weeks ahead and then tweak it on the last day. I’ll do that earlier in light of your posts.