New Ocado website

[QS888]

I know - first world problem - but does anyone else hate the new Ocado website? I have just used it tonight for the first time. The text size is very small and not as user friendly as the previous version. I've messaged Ocado but would appreciate any other comments from those who use the site? Thank you

My app updated a while ago and I really don't like it. The instant shop instead of letting me choose to add from the list individually, now decides what it thinks you want and adds everything and you have to go in and delete the stuff you don't need. I ended up with a giant bag of potatoes three weeks in a row because I didn't notice them. Also the ratings aren't always as easy to see. The one click has definitely improved though so I don't totally hate it.

The accessibility and ordering in the new one is rubbish my mum in her 80s has been a customer pretty much since they started can't really use it currently... Feedback to Ocado... Not interested..
Am trying to understand accessibility on ipad to see if can help her that way...think shes heading to Waitrose now as well..

The new app is terrible. It seems to freeze everytime I want to add anything to my order so I end up having to get my laptop out and using that to order instead of doing it quickly on my phone.

It’s also harder to see what’s in the trolley so I’ve had stuff delivered that I didn’t want as hadn’t spotted it in the trolley to remove!

I miss the categories when you're editting your shop - it was really helpful to look at fridge stuff, then cupboard and freezer.

I’ve had the new app and website for about a month and I love it. It took me a couple of days to get used to it but I find it quicker and easier to use. I use one click a lot and as a pp said that has improved. I suppose it depends what features you use most as to whether you like/ hate it.

I’ve emailed them to ask if I can go back to the old app. Think its area specific so not sure if that is possible.
And I’ve started to look at which other supermarkets I could replace Ocado with.

Does anybody still have the old app? I don’t know how far they’ve got with the rollout, but I’d really like a screenshot of a page - say cherry tomatoes or something - so I can figure out what it is I’m finding so difficult. I think it’s the price and the ‘add’ bit really stand out, but not what the item is… I hope that makes sense!

Sigh, I am still waiting for them to actually decide they will deliver our part of the country

I am trying so hard to adapt and not moan about change, but this is a definite backward step. What were the designers thinking and what user testing actually took place. It was 100% perfect before. I don't understand what they were trying to achieve. I know a handful of people who have already switched supermarkets as they can't adapt. I will give it a bit longer, but I am just baffled as to why they would do this to a great website.

I asked them that ages ago and they said no and that I would get used to it etc. I have not as it’s shit.

We are slowly migrating our customers to our new app and website and will be all migrated over by early July.

I'm very sorry that you don't like that app.
^^
It is a learning curve for us all even for us at the Customer Service Hub, so I do understand that the app can be awful at first.
^^
We won't be able to transfer you back to our old app unfortunately.
^^
Take care

I agree with all your negative observations. I’ve been a customer since the beginning and this is a huge step backwards. It’s so jarring.

I can no longer click on the reviewer’s profiles to see their review history, so it feels like they could all be fake like Amazon. I liked being able to see other products a specific reviewer liked (often over say - 10 years) and would try other things they liked based on their legitimacy.

If something is on offer now, but in my basket as a regular item for future deliveries, I used to be able to delete it, wait a couple of seconds for the ‘offer’ price to update and then add it again. Now it won’t give you the offer price unless you press refresh on your web browser. Very sneaky. You need to be totally ‘on it’ or you’ll be screwed on their offer prices.

Text/visuals jarring

When you press the ‘basket’ you have a summary of the top few 10 or so items, not the entire basket. That takes 2 clicks. Sooo time consuming.
I absolutely hate it, and am definitely not averse to new technology when it is positive.

My ‘favourites’ are not at the top of my searches, they are now all mixed in and obviscated with what Ocado wants me to choose. It’s taking me so much longer to make my day to day orders. I absolutely hate it.

These updates feel like a totally cynical move by Ocado to make it difficult for customers to benefit from their offers and see the wood for the trees. Coupled with the fact they have been slowly removing loads of high quality independent products, makes me feel like they aren’t really giving me as much choice as I want.

I have started using Waitrose for my second weekly shop and am looking around for alternatives to Ocado because I feel like they are taking the mick.

My gripes with the app are that you can no longer sort products alphabetically when you've done a search, and that on multi buys, when I check out, it keeps telling me the offer is incomplete when I have the correct number of items. It's really annoying.

So it’s not just me on the incomplete multi-buys thing! I went round three times yesterday checking I had got the right number of items! The new app takes up so much time. It isn’t a case of getting used to it, I’ve had it for weeks and it’s not improving.

I wonder if Waitrose is worth a go. I used Sainsburys a few years back and it wasn’t very good.

Got a response from Ocado. The old app is completely gone from next week! I can’t believe they’ve rolled out something that works so badly!

The new app has angered me so much I’ve cancelled smart pass. Ads everywhere, massive icons, horrible UI.

Ive complained to customer service and also noted the ‘developers’ are doubling down on the 1 star app reviews. Way to absolutely destroy your customer base Ocado.

Its amazing how they’re ignoring all social media, all App Store reviews and customer service complaints.

Who signed off on this piece of crap? Looks hideous and even worse to use.

Each time you review now, you can change your nickname. So I don’t think you can do that anymore.

Is it me or did Ocado really screw this up?

Other horrible changes:
Doesn't show the amount of carrier bags - you have to do the maths
Show of instant shop items on the payment page above the real shop is confusing
Doesn't recognise offers such as 2 for £7. You put 2 items in and it doesn't realise it.
No delete button on regulars, you have to put in 0. The item will then disappear
Difficult navigation when adding new products to shop. It adds it, you can see in the price, but you have to click on a specific part of the basket to move on. You can't just continue.
I also don't lik ethe small list with the small icons at the end. Very difficult to see.

Everything is even more difficult on the phone. Although the one click is a sort of improvement. It then send an email for every item you add, because it forces you to choose what day you want to add it to.

Ugh, I hate it. I told myself it's because no one likes change and I will get used to it, but it's just clunky and looks bad as well. I hate all the advertising first, I don't understand why the text and pictures are so small, it takes bloody ages to get through the checkout and comes up with 'incomplete offers' sometimes but they are not offers - like one of the suggestions is just a cabbage on sale at its regular price, no offer in sight so why is it showing up? Its like apps used to be 15 years ago.

Shall we all change our nickname to 'hate the new app'

What a great idea! 😂 viva la revolution!

Ocado have reached a whole new level of desperation - customer service now ring begging you to remain a customer whilst they get the app issues sorted!

I have threatened to leave once my current smart pass runs out.

I’m so glad it is not just me. I’ve been with Ocado for years and thought the app was so so good and now it’s a mess.

-incomplete offers is often wrong
-favourites are all muddled up
-basket not organised into categories

Why must they vex us so?

Any chance the DM will pick this story up and shame them into fixing this?????