Annoyed at OCADO?

[AvrielFinch]

Okay mildly irritated really.
I had an Ocado home delivery and did not notice until the delivery that I am now being charged 10p a bag on top of the delivery charge. Fine probably my fault for not reading the small print properly. And if you hand back your carrier bags to the driver with your next delivery you get 10p back for every bag.

But the amount of bags they charged me for is way more than the number provided. I asked online for a refund and am still waiting for a reply.

But if you are going to charge 10p a carrier bag at least get the number right. Even a stranger looking at my order would realise that the amount of bags makes no sense unless you were putting 1 carrot in each bag.

Ocado stuff is robot packed so the robot will dictate how many bags are used. Sometimes they put one thing in a bag so the driver leaves it in the van.

For every 10p bag they've missed I've had far more extra bags refunded e.g. when I've said 7 bags they have refunded 10.

I’m sorry to say that Ocado seem to be shit. I always had Tesco deliveries before but tried Ocado. I liked the fact that it came in bags as it’s so much easier to take into the house.

I’ve done three orders with them though and each time they have been significantly late (more than an hour once).

Also the packing just seems to be done really carelessly, squashing some items and eg putting ice cream next to salad leaves so they freeze a bit and get ruined.

They don’t really seem bothered if you complain either. I’ve more or less given up on them and back to Tesco.

If items are damaged they will give you a refund. There is an option on the app.

I've always found them to be generous with the bag returns, making up for any overcharging.

If you think you’ve been overcharged, fill in the form online or on the app. From experience, they don’t quibble any refunds.

I don’t have any issues with Ocado; on the odd occasion anything has been damaged/missing, it’s been refunded immediately with no issue.

Me too. I hand back bags every week and say "there's about 12 there" and the driver almost invariably replies something along the lines of "I'll call it 15".

I hope they are generous.
I am wondering whether to order from elsewhere though. I want somewhere reliable. I can't be bothered with the hassle.
I have found Iceland to be the most reliable, but sadly they do not do many things I want to buy. I did use them during the pandemic as it was hard to get anyone else.

I think they have stopped that now.

I always get over-refunded on bags.

It hasn't been refunded immediately though. It is sitting in limbo. They said a member of staff will look at my refund request and get back to me. I have no idea how long it will take.

Ocado are really reliable, with hardly any subs. Refunds normally take about 2-3 days and I've never had one refused.

A refund has never taken longer than a day.

I got under refunded on bags once before when I told the driver how many bags there was. But as it was only 10p I didn't even bother following it up. But this time its over a £1.

Not that I've noticed. I'm sure the guy last Friday (or maybe the Friday before) said it because we have a bit of a running joke in the house about how we'll invest the extra 30p (or whatever) so it always gets a comment.

Happens almost every single delivery we have. So I’ve got into the habit of counting each delivery and requesting a refund. Never had an issue with refunds.

@MrsBrightsidde that is interesting. Yes I will do that in future.
Hopefully should get refund by tomorrow then if it takes up to 3 days.

There was a damaged item in my shop last Thursday and they have confirmed that they are refunding, although ti won't hit my account for a day or 2.
I always give the bags back and they ask how many and I guess but its usually around double whatever I say.
I get very few subs from them so they are my favourite to use,less so since they stopped doing Waitrose stuff though

They started delivering in my neck of the woods about 4 years ago and have always charged for the bags.
They’re fairly generous here too, I handed 10 bags last week and got £2 back.

I only use Ocado very occasionally but the bags thing irritates me. Loads of bags used unnecessarily and many of them ripped so they can't be reused (which I would rather do than recycle - it doesn't sit right with me to hand back ripped carrier bags to then have to buy other bags for lining bins, emptying litter trays etc).

Plus it feels petty to tell them I was charged for 8 bags but there were only 6.

So if packing is done by robot how can it get the amount of bags used so wrong?

Plus it feels petty to tell them I was charged for 8 bags but there were only 6

Except it all adds up. We get 1-2 deliveries a week and 2 missing bags per delivery can turn out to be a lot over the course of a year!

It does feel petty. So I would probably just stop using Ocado if it kept happening.

The delivery drivers usually put some of the bags together so that there’s not loads to carry with only one thing in each. I’ve always had them refunded though, and they always refund more than I give them too. Any damaged items have always been refunded quickly without argument and it’s the only delivery place where I never get substitutions. I think I’ve only had one item subbed in four years of using them. Their stock control seems really accurate and tells you as you order if something will be out of stock on your delivery date.

I used Ocado a few times to take advantage of 20% off a shop offers and was really impressed, delivery was on time, food was fresh. I also ordered some home/kitchen items and when I requested a refund, they called me back the same day and arranged for the items to be collected the next morning and refund to be issued.