Ocado smart pass trials, tribulations and tiers

[Milky77]

Background

On March 23, Ocado divided anytime and midweek smartpass members into random groups for access then realised that didn't work so divided us again into most loyal, loyal and near to miscellaneous tiers with having different levels of frequency for order delivery and indeed how many slots you can book in advance.

Certainly the most loyal and probably generally high average spend compared to local populations are the only ones being treated well. They are allowed to still book every seven days, can book 2-3 weeks in advance and are encouraged to book several slots over this time.

The rest of us are being treated with varying levels or service, disappointingly some have not had a single email since March 23 and still don't have access.

Those anytime pass members on the extremely vulnerable list by NHS England should be able to book every 7 days though aren't given the ability to book 2-3 weeks in advance. A few are apparently being called for fortnightly orders.

Ocado has been too greedy. They blame poor service on helping the extremely vulnerable but actually they let too many new and infrequent shoppers place orders putting too much stress on the system.

Complaints on social media are typically met with cut and paste replies. Both the call centre and chat comms have been shut down.

Those with weekly Reserved slots have had their places cancelled. The technology failed, or maybe actually wasn't fit for purpose anyhow

Here was our first thread
www.mumsnet.com/Talk/coronavirus/3862959-Ocado-Anytime-Smart-Pass-holders-have-you-received-priority-access-yet

Let's hope we don't go to a third

Top tip is to try other companies including Morrisons who also deliver from warehouses.

Good luck to all

I don’t get a queue page, let alone a colour.

I wonder if it's a question of perception, Bathonian2020. In terms of result the past few weeks have been pretty much the same for me as for you. But I wouldn't describe the experience as fantastic. I've found the uncertainty and confusion and feeling compelled to seek out clarification here and anywhere disconcerting and moderately stressful.

Blue queue ...

@Milky77 yes I’m an existing customer and a delivery pass holder, but they won’t link me to the two vulnerable addresses I’m shopping for

I've also not had a single email from them on any subject apart from order confirmation emails when I have managed to bag a slot, even though I pay for smartpass. So I have no idea about the 7 day/14 day email thing apart from what I've read on this thread!

@Aurorie11 it's difficult, I'm shopping for vulnerable family members too, however I don't expect to be on the vulnerable list because the relatives aren't customers. Most of the country would be on the vulnerable list if it was just knowing someone vulnerable or helping someone vulnerable that counted.

@aurorie11 I have to understand Ocado's position then. You could use your slot, which I realise you won't want to but otherwise I think you are best off see what other supermarkets can do to help them esp once they've registered on the Gov website for extremely vulnerable people needing extra help.

Yes I agree with that Freakstar. They can't possibly deliver to everyone who wants it.

@Milky77

Of course, this does assume that there's some kind of logic behind it, which is possibly giving Ocado too much credit...

@freakstar I’m just really struggling, I’m doing all the shopping and meds collection for two separate vulnerable households that are 5 miles apart, plus I’m a key worker working from home attempting to educate two children as well as work. I’m asking for one vulnerable slot to serve two extremely vulnerable households (Incl one which is gluten and fat free), as I have to take their shopping and drop it off, as neither trust online shopping, and only deal in cash and cheques. In my simple brain it’s a bogof on vulnerable people by giving me one slot for the two of them

@Aurorie11 Have you got smartpass priority access for yourself? I'm just using my own slot to order for relatives and then delivering it them myself. My MIL is coeliac too- getting gluten free pasta has been impossible- she's had to do without I'm afraid but got some in my next order for her.

@powerslidepanda that's a fair point too. 😂

@aurorie11 sorry you are struggling. Esp ad they live so close though I can understand why they haven't given you another slot when there aren't enough slots as there is. I also shop for two other houses.

aurorie you poor thing, you're being a hero but that sounds completely unsustainable, Ocado slots or no - can either of those households reach out to neighbours or other family members to help spread the load? At least the medications, if not the shopping? Our local pharmacy and local corner shop are taking orders by phone which are then delivered via volunteers. Or contact their local church or councillor to see who's coordinating the local aid in their area? I mean, god forbid you got sick yourself - it can't all rest on your shoulders, I would try and put other systems in place that you can supervise/be a fallback.

@Milky77 they’ve not said if I’m very local - what does that mean? Well done for this thread it’s helping loads of people

Great idea about the pharmacies @xiao

@aurorie11 I really think you shoukd try the other supermarkets even for one of the families so you have 50% extra less

Glad the thread is helping you @action. That very local comment was particular related to a pp.

I got a seven day email on 26th. Then I was a yellow line, now I’m a black line. I am dead to them.

It's just so bizarre @GrizzlebumsMum. I hope you've been able to find other ways to shop.

Blue liners - The 3rd has opened for me. Quite a few slots were available but not all times.

I too now have the black line of doom. Just ffs send me an email saying you made a sodding error. That’s all.’ it’s only polite.

I don’t want to shop with you now anyway . Arses. 😂

I complained and got this charming response.

I am not seeking a refund for March FWIW but some acknowledgement of their total lack of communication and no slots in April would have been nice.

From your account information, we can see that you received 3 deliveries in March. Your Smart Pass membership therefore saved you £13.98 in delivery fees last month. 

As a Smart Pass member, you will have also continued to enjoy at least 10% off the prices of hundreds of our biggest brands as well as exclusive access to sales and discounts, allowing you to save further. 

We, therefore, will not be able to refund your Smart Pass for last month. We apologize for any disappointment caused and thank you for your continued patience as we respond to the ever-changing situation."

I'm now yellow, telling me that there are no general release slots available

I think black might be than yellow, but who knows.

Black is definitely at the very bottom of the pile.
So how many tiers are there:
Blue
Red
Purple
Yellow
Black

Is that right?

It should say "Black better than yellow"

I'm not even allowed to queue at 6pm, and my sneaky allowed look says Saturday is the next available slot.

This is what I get. Maybe black and yellow are fairly equal.

Is yellow for people with passes that have been booted?

The red is apparently purple so it goes

Purple
Blue
Yellow / black

That's just terrible @missfliss
They aren't at all sorry otherwise they'd do something better