Ocado Anytime Smart Pass holders - have you received priority access yet?

[Milky77]

Email sent to anytime pass holders (at least) on Thursday

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We have experienced such extraordinary levels of demand in recent days that despite our best efforts, we simply have not had enough capacity to serve all our customers.
To put it into context, practically every Ocado customer, no matter how infrequently they may have shopped previously, is now looking to place an order every week. At the same time, with families at home, the average size of orders has almost doubled. This means there is an unceasing level of demand several times our current delivery capacity.
We’ve already taken decisive steps to manage this demand, closing our doors to new customers, and limiting customers to one delivery slot every seven days. However, despite these measures, we can see that not all Smart Pass customers have been able to book a delivery.
As an Anytime Smart Pass member, we consider you to be one of our best customers, so we’ve set up a temporary priority queue to enable you to book a delivery slot each week.
How you will get access:
We have divided all paying Anytime Smart Pass members who joined before 2020 into a number of equal-sized, randomised groups. You will be placed in one of these groups.
At spaced intervals, we will give each group access to the priority queue, enabling them to quickly get in and choose a slot for their weekly delivery. We will do this by sending each group an email and text message between the hours of 9am and 5pm, starting tomorrow.
Once you get your email, you’ll have the rest of the day to place and check out your order. Please wait for your message, as you won’t be able to access the priority queue at other times.
Please be aware that there is still high demand for slots, and you may not see full availability for all time slots. But, because we can now prioritise the customers we let on to the website, and each customer can only have one slot, you can be confident that there are enough slots – and groceries – to go around.
Our developers continue to work on a better solution which will allow us to manage this in a simpler way but, for now, this fix at least helps us to prioritise you in the short-term. It makes access fair, and helps to keep traffic to our website at manageable levels, ensuring you the best possible shopping experience in the circumstances.
Please note: our usually all-knowing Customer Service team can’t set-up or change this temporary process, so they won’t be able to tell you which group you are in, or when you will get your email.
Thank you for your continued understanding and patience. We all understand the huge responsibility placed on us, and we are working tirelessly to help feed the nation at this challenging time.
Your Ocado team
Terms & Conditions

Whilst in place, these measures override the relevant provisions of our Terms & Conditions.
You’ve received this message as it contains important information about your ocado account.
Privacy Policy

© 2020 Ocado Retail Limited. Registered address: Apollo Court, 2 Bishop Square, Hatfield Business Park, Hatfield, Herts, AL10 9EX. Registered in England – company number: 03875000.

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Will be v glad to have a slot confirmed. I would have cancelled my Ocado subscription otherwise. As a customer who orders weekly and should also be screened, I was getting quite concerned what the next few months would be like.

Anyone had their priority access yet?

I got the email to let me in but when I got into the site there were no slots available at all (calender went to the 12th April) so if I am not even allowed back onto the site for another week then there seems to be no hope of a slot till mid/late April.

Still no email here :-( I had the initial email telling me I'd get an email (if that makes sense!), so clearly in the system, but nothing since. I can only assume it's because I have a slot on Friday already booked.

Does anyone have a scooby what the plan is going forward - ie after this wave of bookings?

@WhenDoISleep - was it easy to get back in and edit? I'd be nervous it would lock me out and not let me edit!!

I got an email this morning giving me priority access. I don't need a slot at the moment, as I had a delivery on Thursday and have enough food for a couple of weeks at least. I wish there was a way of passing my priority access to someone who is desperate.

but did you see if there was availablity Frank? I thought the same, we don't need an order for a couple of weeks so actually I was going to use the slot for my parents. I can't get an order for either of us in the next fortnight even with the priority access. By that time we will definitely be running very low.

Good idea WhendoIsleep but it specifically says on the message that I get, that you have to choose your slot, fill your trolley and check out at once and that no further visits to enable editing will be allowed.

Received email friday 27th still not received code haven't been able to get delivery for 3 weeks still paying smart pass. Don't hold much hope even when do get code reading otherpost

You have been given access to the ocado.com priority queue for today.
Here’s how to get access:
1. Go to ocado.com to join the priority queue for Anytime Smart Pass customers.
2. Once on the login page, please enter your details to go through to the site.
3. Book a delivery and place your order as normal.
You have the rest of the day to place and check out your order. After that, you may not be able to access the priority queue again until next week.
We’ve opened slots for at least the next seven days, and will continue to release new availability at regular intervals. Please be aware that there is still high demand, and you may not see full availability for all time slots.
We urge you to place an order and check out everything you need in one go. We may need to bring forward the cut-off time for editing your order if we run out of capacity for your delivery day (this may be up to 72 hours before delivery.)
We’re also making suggestions to customers to help us all across the wider community:
• Sharing: If you know someone who can’t get to the shops, consider adding a few items for them to your order.
• Caring: Shop considerately by only buying what you need. There’s enough for everyone if we all stick to buying what we usually buy.
• Giving: Did you know you can donate food to those in need through Ocado? Just add a You Give We Give voucher to your shop and we will match your donation so our food bank partners get double the value of fresh groceries.
Thank you for your continued understanding and patience.
The Ocado team
Terms & Conditions

Whilst in place, these measures override the relevant provisions of our Terms & Conditions.
You’ve received this message as it contains important information about your ocado.com account.
Privacy Policy

© 2020 Ocado Retail Limited. Registered address: Apollo Court, 2 Bishop Square, Hatfield Business Park, Hatfield, Herts, AL10 9EX. Registered in England – company number: 03875000.

I have had a different email to that one

Mine was

Dear
We’re very sorry, but due to technical problems caused by unprecedented demand, Ocado Reserved hasn’t been functioning as it should. Unfortunately, unless you received confirmation that your order had been processed, this means your Ocado Reserved order will not be going out for delivery.
We understand this is not ideal and not the high level of service you’ve come to associate with us – we can only apologise for the frustration caused.
We have made the decision to pause the service completely until the technical problems have been fixed. We will reactivate this service for you as soon as Ocado Reserved is available again.
Today we are releasing additional delivery slots, and offering you priority access to the site. This helps us to give you the best chance of booking an available slot without having to wait in the virtual queue.
We are releasing these gradually throughout the day, but demand continues to be high so we know they will still sell out quickly. Unfortunately, we can’t guarantee there will be slots available for everyone.
Here’s how to get access:
1. Go to the login page.
2. Enter your login details and go through to site.
3. Book a delivery and place your order.
Again, we’re incredibly sorry if we’ve let you down and would like to thank you for bearing with us.
Ocado Customer Service team

@Herecomethedaffodils message doesn't say you can't edit again? It says you may not have priority access

I have a delivery for my mum, due at hers at 11am tomorrow. So do you think I will get an email soon after on how to book my priority slot? That will be for us; I’m going to do it so we will have one weeks slot then she can have the next. She is 81 and cannot walk more than 25 yards, and suffers from severe arthritis. I emailed Ocado and asked if she could be put on the vunerable list, but they said that drivers identify vunerable people. I had offered to send them her blue badge but they didn’t respond to that. I feel so sorry for her. Last week she had a delivery and of course, the driver left it at the doorstep, as he should do. She has one of Those walker troller with a tray. She was putting the bags one at a time on the tray. Putting a bag away, having a rest then going back for another.

But I am really confused because I have orders placed (I “generated” as many reserved orders as I could 3 weeks ago) which I have been able to go in any edit and checkout so I think it’s is coming tomorrow but who knows!
I wasn’t able to book any more deliveries though. How far in the future does their calendar go as it was all greyed out for me?

@daffodils do you have an anytime pass? Would have thought you'd receive an email from that too, not just your order

No email but I do have priority access

@Fredastaireatemyjamsandwich your poor mum. I'm not sure the order delivery and priority emails are connected

@ceeveebee think it'll be for the next week or so as it seems we are supposed to receive a priority pass every week at the moment

I already had a slot booked for Wed 1st, which I was able to edit via the priority text at 5pm yesterday.

Today I was able to get in again, via the same text, & book a new slot for Friday 10th. Haven’t done a proper order yet, just got it up to £40 + & checked out. That was about 11.45.

We all seem to be having different experiences

I have received no emails about priority access but I have been able to edit my orders and not had to wait too long in the virtual queue. Much improved service this week.

My delivery yesterday also turned up everything present and correct other than one (reasonable) substitution. However, they did cut off the edit time a lot earlier than normal so we do have a few "surprise" items

@ceeveebee

I wasn’t able to book any more deliveries though. How far in the future does their calendar go as it was all greyed out for me?

This morning I clicked on the month box (didn’t know till somebody mentioned it here that that even exists) & for April the highlighted days were 1st, 9th, 10th & 11th (maybe 12th too, not sure). There were quite a few slots available. (I’m in Lancashire)

Milky77 ah maybe I misread/misunderstood or am just possibly losing the plot altogether!! I am an Anytime pass holder and got my priority access mail yesterday. I logged straight on and could see slots available for this evening which made me very happy. I then spent 5 minutes dithering with the family within which time the first 2 hours of slots were gone. Luckily I could still get one for 8.30 this evening. Checking out was very tense and site kept crashing as I tried to pay. Eventually did it within about 2 mins to spare. Made sure I had everything I needed as didn't think I could go back and edit. Although to be honest, I'd be too nervous to even try!! Had email confirmation that the Cabbage van is coming this evening and although I had a few substitutes, they were all sensible. Won't believe it til I see it. Have tried to get a delivery for last 2.5 weeks. Good luck everyone else.

Hi
I'm an Anytime pass holder in London and pay £75.
I received a text Friday at 4.48pm. Got on within 10minutes, edited my only order which I had previously managed to book 3 weeks ago for the 1st April.
Some out of stock so made substitutions.
Most stressful thing I've done for a while. For some reason as the original email said you would receive a text between 9-5 I had it in my head that this was the only time to get online and shop. My text came at 4.48pm so I thought I had 12 minutes!!
Food has become the most important and most stressful thing in my day at the moment. How life has changed!!

I had mine yesterday but it made no difference, I got to the front of the queue and there were no delivery slots.

I had recently changed mine to a mid week pass, from an anytime pass as they were the only slots I could ever get anyway - so obviously now won’t be eligible for any slots despite using them on an anytime pass since they started delivering here (years ago). Frustrated.

I have underlyings and really don’t want to go into a supermarket. For myself I’d live on (pre CV) cardboard, but I’m taking shopping to my Aunt who is 92 - else she will go herself and I can’t let her do that.

I’m annoyed as I’d have just kept the anytime pass had I been able to get any of the weekend slots!! & feel customer loyalty over several years should count for something!!

Got a text yesterday morning telling me I had priority access. Spent the next four hours in the queue, during which three times I got to the front only to be booted to the back again. Finally, got in and managed to get a slot...in three weeks’ time.

Today, I accidentally clicked on the website from my favourites. Got straight through and got a slot for tomorrow.

I had the email with the link and got on the site easily.

However there were no delivery slots at all and the promised 7 days.of delivery slots wasnt there at all. 4 days, no slots.

To add insult to injury I was then thrown out into a queuing page at rhe end of a queue hundreds of thousands long

Given up now. Queued 40 mins at waitrose today instead to do shopping for a friend.

I got the priority access email today, there were slots available but only for up to 5 days away, I am lucky in that I already have a slot booked for next week so not useful. Are we thinking we'll get these priority emails once a week?