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

Yes, it seems I have pretty much been booted.

Miss that is a total c&p response. They probably know there isn't a reason that can be explained, this is evident on this (and the previous) thread. I am also very uncomfortable that it is being decided on spend [alone] a couple will naturally spend less than a family of 6 even if they both have regular weekly slots. They are ducking the question as they don't actually have a method.

And I finally get Comms from Ocado - my first email since 26th March. To take payment for my smart pass.

Arses

Have you all checked other email inboxes like promotions or trash? All of my CV related emails from Ocado have gone in there, presumably because they're from a new address at their end. In fact, any new food services I've used (local veg box etc), the email has gone to spam.

How kind of them to remember you now @wordofwarning. 🤬

I am on the yellow tier, it will let me sign in and book a slot some time in early May.
Glad I'm not on the black tier but I don't know if I will book a delivery after so much being out of stock last time I tried.
I know I haven't spent enough etc, as I shop infrequently with them but was going to shop more with them due to my pregnancy and subsequent birth hence why I have the smart pass until November. No idea if I'll be able to by the time the birth occurs mind.

This HAS to be something to do with geography. I'll ask my driver tomorrow night if he hangs around for a chat (social distancing, obvs). We have really noticed far fewer delivery drivers round here (and I am possibly spending longer out walking in local residential streets now).

I logged on 11:45am and was in a queue (blue line) for under 2 minutes! We are normally "yellow" and have been able to book deliveries when we logged in on Easter Sunday and Monday before booking (I figured if there were still plenty of spaces a good 30 minutes after 6pm, one could be ours).

When getting to Ocado, I seem to be using this link:
www.ocado.com/webshop/loginDetails.go?success_redirect=%2Fwebshop%2FstartCheckout.do&dnr=y

I managed a couple of Weeks ago to get a delivery slot For the 24th, I also amazingly received an email saying I could get a delivery every 14 days.
Have any of you had the same and been able to book another slot for 14days later before you have received your delivery?
Or do I have to wait until the 24th before supposedly being able to book another slot?

I found this fascinating!! www.gizmodo.co.uk/2017/02/inside-ocado-discover-the-hidden-robotic-intelligence-behind-your-online-shopping/

It would explain the bot type responses 😂

I didn’t get access to 14 days after my slot until about 4 days after previous delivery .

Thank you wendz86. Looks like around the 28th for me then. Just hope I get another slot.

Some more info to help the detective work:

Had a delivery booked for 20th. No slots visible at all for days now. Had to cancel delivery due to work. When did that, opened up slots from 19th to 29th - loads of availability. Rebooked for another time no issue. Calendar all grey again.

The brief queue this morning had a blue stripe.
Was emailed to say in 14 day group.

I found exactly the same when I had to cancel and rebook mine, Bookgirl.

I didn't even realise there was pecking order with the colour of the emails.

Is there or is this a myth?

I have a midweek pass.

My email said that I could only have one delivery a week.
It also said I'd have to wait until one existing order had been delivered before I could book another slot.

It also told me that they would open slots for me a day or two before I was eligible for my next delivery.

So far this has worked and I was able to book this week for a mid-week delivery .

The coloured line under OCADO on the email they sent is green.

So what is that all about?

It says I can't book another slot more less than 7 days either side of the one I am expecting.
It also said that a slot would be released a day before the first day I could book again.

However, I was able to book a slot roughly 5 days after the last delivery to be delivered a week after my last one.

I have had a smart pass for years so does that mean I am a favoured one?

If you have a delivery booked can anyone book a second delivery for a week or two later or do you have to wait for the initial delivery to arrive first?

No idea what group I am in as I have not had an email but seem to have a blue line when I log in.

I am really puzzled by this colour thing.

Are you all talking about a line on the email updates or are you talking about the background colour of the website once logged in?

I've never taken any notice of either.

I have a blue line, and fairly instant access to the website - usually just wait a few minutes, if at all. Maximum 10 minute wait (and think that was at least a week ago).

I had an email saying I could book a slot every 14 days, but on my blue line Ocado wait page it says I can book every 7 days, and I am able to do this (7 days).

3rd May opened up for me today, which is 7 days after the last delivery I have booked.

Yep. I’ve got two booked.

Sorry, correction to my above post. My ocado emails said I could book every 10 days, not 14, but the Ocado wait page says every 7, and this is what I have been able to do so far (7 days)

@crazydiamond222 which blue line are you meaning?

Jingling, it’s the colour of the line on the queuing/wait page to get onto the website (and the colour of the bar which moves as the van drives across?)

One of the main differences between the groups seems to be that some can book multiple slots whereas others can only have one at a time.

@JinglingHellsBells there is a blue line at the top of the log in page when I am queuing.

What colour are those of you that can book more than 1 delivery?

I have more than one delivery booked, and my line colour is blue.