Ocado delivery missing items

[burntheleaves]

Is it reasonable to expect that a grocery delivery company figures out how to ensure customers get what they order?
Out of 6 packets of fresh sausage meat stuffing (2x3 different kinds ordered to ensure we got something) ALL of them have been removed from my delivery today as being out of stock.
Seriously? It's not that difficult. It's a PRE-ORDER. The order went in weeks ago. Cut off for the order was 2 days ago. How in gods name are they so crap that they ran out of ALL the stuffing FOR A PREORDER?

What! Christmas is ruined. Weekly order virtually every week for over 20 years. Clearly not the right sort of customer to get a voucher, though.

Possibly, though, it's because I booked a slot on a Monday (i.e. yesterday) so would always have had to pay for that. Ah well.

Check your emails by just putting ‘Ocado’ in the search bar or email and ask for the credit if you didn’t get one. They are usually quite reasonable.

Do you have an Ocado pass? The voucher is for pass customers I think.

I have a midweek pass and got my order yesterday. When roughly did the vouchers get emailed?

Sorry to hear how mixed this has been. Pleased with ours, one Brie substituted with another, part bake rolls and a crate of IPA are the only missing items. He was 40 mins early though!

@HoppityBun Because the 'festive food to order' stuff that some supermarkets do is actually a preorder. It's ordered in advance specifically for you and has your name on it and you're guaranteed it, unlike the normal food order stuff that is just picked on the day like OP's sausage meat. Hers was not a preorder, she just added it to her shop ages ago, but it's not held separately by Ocado or kept on one side for her.

My Ocado order this morning was fine. It included everything I'd ordered when I had first placed the order, with just a couple of substitutions for items I'd added at the last minute.

The voucher is hidden away at the bottom of a very boring email. I only found it last year after moaning to friends that I didn’t have one. This year I nearly missed it too.

Just checked. Mine came on the 25 th September. It was titled, book your slot now.

Oh bugger, I have probably deleted it. I have 9,726 unread emails and that's one I have deleted in a fit of organisation.

I've been cheeky and emailed them to ask for a refund of the fee as a long standing regular customer...

Yes, midweek pass. Covers Tuesday to Thursday deliveries only. Much cheaper than a full pass.

Had my delivery on Friday. The only substitution was a shortbread assortment instead of selection. One reason I stick with Ocado is their reliability.

You're absolutely not unreasonable! You have pre planned in an effort to avoid this and the people that are meant to be professionals in this aspect have failed. It's a joke.

However I work for a supply chain/logistics company and what I've learnt is that they have no idea what they're doing and seem to be surprised when Christmas arrives... each year!

I think I got mine last month and I had the Christmas order booked (and edited a lot!) in October from memory

My morrisons is definitely from local store.

@Netaporter what!! How did I miss this!!

yes as suggested I’ve gone back to my email from Sept (I don’t delete anything) and there’s the mail telling me to book my Christmas slot and here's a voucher for your free Christmas delivery

I sympathize however I have lucked out and only missing butternut squash/sweet potatoes mix for roasting, have a butter substitute (naice french for a president) and got two lots of cranberry/brie tartlets instead of one Brie and one goats cheese/onion (that one is out of stock). Nothing major. Still better than daring the local Waitrose carnage.

Yes, but if there are problems with the supplier, weather disruption, software glitches, transportation etc then there is still a good chance that stuff you have ordered nay not turn up. You still can't guarantee that everything on your order is going to arrive even with ocado

I've never experienced this and I've mostly had 'anytime' delivery passes from them. I'm a very regular customer for 50 weeks of the year, so they possibly don't feel they need to encourage my loyalty.

I did once have a voucher sent for 'free Christmas delivery', to tempt me to book a Christmas slot. I did so and that was the third (and will be the last) time I used one of their Christmas slots.

Between the £10 charge, their £90 minimum order at Christmas and the orders having numerous missing items, it's just not worth the hassle for me.

From the horses mouth:

"Thank you for getting in touch with regards to a free delivery charge. The charge would apply to customers who are in the anytime smart pass membership.

I can see that you are currently on the mid-week one, as we did not issue the vouchers to mid-week memberships unfortunately.

I hope that clears any confusion about the issuing of smart pass vouchers."

Only one item missing (& no subs) from my shop and it wasn’t important - result!

Hmm that is odd because I’m definitely a midweek smart pass and I got one

Keep very quiet about it, @JewelleryCat! They did send me a free box of Lindor recently for no obvious reason, so I'm not complaining. They also delivered some stuff I hadn't ordered which the driver told me to keep so I am also up by 6 tins of Heinz baked beans, a pack of Tena Lady, a four pack of kitchen roll and something else I've now forgotten. (The first two went to the food bank.)