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Original poster

Badly done Ocado

69 replies

thegrumpallo · 31/03/2020 08:14

Ocado is in a complete tail-spin. My email to cancel my order was obviously missed - and I have just had to reject the resulting unnecessary delivery on my doorstep.
At the door the customer service person on the phone to the driver refused to speak to me ( 'I can't get her another slot')...
I'm sorry I know supermarkets are overwhelmed but this is really, really disappointing. Why can't Ocado get it together - online shopping is surely what it does?

OP posts:
cornishdreams1 · 31/03/2020 09:28

Seriously op didn't it occur to you that your neighbours and friends may be desperate for a pint of milk or a loaf of bread? It didn't even occur to you to find out?

KatherineJaneway · 31/03/2020 09:32

Why didn't you cancel online?

cornishdreams1 · 31/03/2020 09:33

The community spirit hasn't quite reached everyone it would seem. Would give money to see the driver's face during the exchange. Jesus.

Scoobyboob · 31/03/2020 09:35

Fgs! Op cancelled the delivery presumably because she has enough food and doesn’t need it! Probably hoping that someone in a less fortunate situation could make use of it. Instead she had food delivered that she didn’t need and a slot was wasted that could have gone to someone else

thistimeofyear · 31/03/2020 09:36

Some people are unbelievably selfish. Can you not imagine the sheer volume of orders they are dealing with? So they make a mistake. Poor you - where is your human decency to the driver fgs! I work in customer services and I was in tears the night Boris declared the lockdown because within seconds! customers were phoning asking me how were they supposed to return their orders now if they needed to!! Whatever answer I gave them, whatever reassurance I made they didn’t listen or care. Where do you people get your sense of entitlement from - I seriously wonder!? Now I am being furloughed I can’t survive on 80% of my salary and will be looking to see if I can get work in a supermarket but I dread meeting selfish people like you.

Itsallpointless · 31/03/2020 09:38

@runrabbitrunrunrun Grin

Greysparkles · 31/03/2020 09:42

What is wrong with all you posters?
Calm the fuck down dears.

Yes OP, I don't know what's going on at ocado. Considering you can't get on their website and there are no slots open to book I can't understand how they are not coping as well as say Iceland. Who's main focus isnt online shopping.
Ocado is an online shop, you'd expect out of all the the supermarkets, they would be best placed to handle this!

MarshaBradyo · 31/03/2020 09:45

Cancelling is fine. Thinking it’s a good idea to turn away a driver so you can rebook another slot is madness. Plus is the food thrown out?

SleepWithTheFishes · 31/03/2020 09:45

Some people are unbelievably selfish.

Selfish in what way?

From the look of it, OP placed an order and than realised it wasn't needed so - following Ocado's instruction at the minute - emailed to cancel it. That cancellation didn't happen so the delivery was attempted anyway. The OP then rejected it and came online to complain.

No indication the OP was rude to anyone. Just that they rejected the order. It might not be the way you or I would handle the situation but it does not make the OP the worst person alive.

Some people may well be able to afford to give away a week's worth of shopping. Some may think quick enough (and be able to afford) to accept the order, keep what they can and give away the rest. That's a lovely idea and act, but not doing so is not the crime of century. It's not at a level I would call selfish to the point I cannot believe it.

Being furloughed is shit - how do you know the OP hasn't been and that's one the reasons for cancelling the order?

Having to field the phonecalls you did is shit. But the OP did not place those calls and is not responsible for how rude those people were. The OP may well also have a similar job. Or no job at all.

Yes, Ocado are trying hard in difficult times. They are mostly succeding. They are also putting prices up and making more profit now than they do at Christmas. I feel for their staff but the business itself is not being reproach.

SlidingIntoForties · 31/03/2020 09:49

All that food gone to waste.

Is it really? In that case Ocado need to rethink that. It's daft to throw out fresh fod just because it's been for a (chilled) ride out in a van.

viccat · 31/03/2020 09:57

How long before the delivery did you email them to cancel?

ACoupleofPeaches · 31/03/2020 09:57

What is wrong with all you posters?
Calm the fuck down dears.

Indeed. I am not following the logic of holding a poster who tried to cancel an order (which would free up a slot) responsible for the fact that some people cannot get slots because they are all booked.

www.ft.com/content/6c9c2378-5904-4cad-9c52-304157465cb8

A most interesting article on why Ocado, in particular, is struggling. Plus some details on the massive spike in their share price, as a result of C-19. Also, some details on how many more shops per week there are compared to last year and, tbh, it's not that much more and in line with yoy historical growth.

I agree with the OP - Ocado are not coming out of this as well as other online grocery retailers.

MarshaBradyo · 31/03/2020 09:58

Have you tried to get another slot online op?

NormaLouiseBates · 31/03/2020 10:01

Yes, it would have all been thrown away. Same for any substitutions you hand back to the driver at the door.

I know Ocado are doing their best in very difficult times but my shopping (that I know I am lucky to get) is at least £20-£30 more per week at the moment and I'm not sure how long I can continue with that. I haven't got the option to shop anywhere cheaper as Asda/Tesco delivery slots are like hens teeth!

farnworth · 31/03/2020 10:03

Ocado have had to cope with vastly inflated demand. I think they have done really well. They have tried to come up with new ways to cope with the demand and are trying to be fair and to address the demand in these truly challenging and bizarre times. I am really grateful to all those in food warehouses/ supermarkets and all the delivery drivers who are continuing to work to try to get food to us.

jupiterswings · 31/03/2020 10:10

Wow I just had my Ocado order cancelled. Can not get on to make another one.
I would have grabbed that delivery with both hands regardless.
Lucky you not having to worry about it so much. Ocado can't really be blamed for unprecedented circumstances can they.
All the shops are pulling their hair out at the moment.

Growingboys · 31/03/2020 10:11

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Beautiful3 · 31/03/2020 10:12

I would have a good think about what food you need and only order appropriately. I. Struggling to get a slot for food for myself and my disabled parents. Just because you can book slot every week, doesnt always mean that you should.

BraceYourselfEffie · 31/03/2020 10:12

I know Ocado are doing their best in very difficult times but my shopping (that I know I am lucky to get) is at least £20-£30 more per week at the moment

Yep, here too. I did a quick comparison because I couldn't work out why and saw price increases on about 30% of my regular buys. Plus hardly any deals now.

I absolutely feel grateful to all the workers out there busting their butts and risking being out at all. I do. But I do not feel sorry for Oado as a business and am starting to think they are taking advantage a bit with their prices to make up for the shocking profit years they've had/the warehouse fire loss etc.

BraceYourselfEffie · 31/03/2020 10:16

Just because you can book slot every week, doesnt always mean that you should

I kind of agree but there are very mixed messages.

Either you cut down on the number of deliveries and only have one to stock up. In which case you are accused of panic buying.

Or you go for more regular, smaller orders and are accused of taking all the slots.

Or you go to the supermarket and end up on a photo of how people are still going out and about plus are accused to taking spaces that key workers should get.

There is no 'winning'.

PleasantVille · 31/03/2020 10:18

These type of threads just go to re-inforce the stupidity of all of the idiots who 3 weeks ago were totally blase about the possibility of lockdown because they'd simply get their shopping delivered.

At the time I couldn't understand how anyone thought deliveries would continue as normal, I can't raise even the tiniest amount of sympathy.

coachman · 31/03/2020 10:21

Pleasantville I agree. I was shouted down when I pointed out that deliveries wouldn't be the same when everyone wanted them.

DesdemonaRosa · 31/03/2020 10:23

Yes, it would have all been thrown away. Same for any substitutions you hand back to the driver at the door.

That's awful. How can a packet of 3 courgettes (for example), still in wrapping and kept chilled in the van be suddenly unfit for sale?

PleasantVille · 31/03/2020 10:23

Exactly coachman, you didn't have to think very hard to work out what the problems would be.

Gasp0deTheW0nderD0g · 31/03/2020 10:31

Surely they don't throw away tins, jars, packets and non-food items rejected at the door? I would hope with the perishable stuff at the very least there's some scheme to give it to homeless charities or similar, or let staff have it.