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

Ok, that can't be the difference then. I am blue too but can only book the one. It is all very confusing.

What date is your delivery booked for, crazydiamond?

I can only see dates to book that are 7 days after my existing delivery, @crazydiamond222

@crazydiamond222

I go straight through to the website each time now, so I don't have a line (but will keep an eye if I do). I have 3 upcoming deliveries booked (16/4, 28/4, 5/5).

@crazydiamond222 You have to wait until after your existing delivery before you can book a new slot I think.

I was originally getting weekly orders (booked through reserved before lockdown) until 8th April.

I got the 7 day email, then check for slots from Wednesday, then the 14 day email.

Before my final reserved delivery on the Wednesday 8th, all days on calendar were greyed out. I assumed I’d be able to see slots again once I had my delivery, but I couldn’t until 4 days later.

But at that point, I could see loads of slots, for weeks ahead, but the first available one was exactly 14 days after my last delivery. As soon as I booked one slot, all the other days because unavailable.

Now I have a slot booked, I can enter the site whenever I want with no queue. No slots are available to book again, but assuming they’ll suddenly be available to book 4 days after my next delivery, with no slots available for 10 days to maintain the 14 day rule.

I got this text today:

‘Dear xx as one of our best customers we have made 2 slots available for you to book over the next 14 days. Go to ocado.com to secure your next few deliveries as soon as possible, the best slots are getting snapped up. Remember, mornings are always less busy on the site.’

I’d previously had the 14 day email, but can only see the calendar for the next 3 days. Obviously followed the link etc but no slots... nothing like a bit of false hope!

Sofia, sorry if I’m repeating something you know, but did you try clicking on the ‘calendar’ button above the three days the website shows you as standard?

When trying to book a delivery, I’ve only seen the standard three days on the first screen, always with no slots available. But if I click on the calendar button, then it changes to show the whole month, with the three days highlighted, but other days viewable. It’s from here I’ve been able to book deliveries ahead - they show as white days when they are available to me (7 days after my last delivery, but bookable ahead; I currently have deliveries booked for this Sunday, and the two Sundays following. The last of these I booked earlier today)

@crazydiamond222 For a while now I've not had to queue to get into the site.

I can't always get a slot- they are all grey and blocked out for around the next 5 days- but , as other posters have said once my delivery has arrived, if I wait about 4 days I can see some slots for the next few days.

Thank you, I did click on the calendar, the three days are still highlighted but all other days are still greyed out with no white days at all.

Might give it a go on a computer as well as phone :)

I’ve got a blue line. Does that mean I’m special?

It’s just so confusing
I had the 14 day slot email, could book my next slot the day before my order arrived, for 14 days later, so booked one for 27th ( although that was as clear as mud but worked it out from this thread !)
Then today had the “ best customer, we have reserved two slots for you in the next 14 days” text. Out of interest followed the link and no slots available. It’s like a cat playing with a mouse !

I'm supposed to be an every 14 days customer and have a delivery booked for this coming Saturday, which is exactly 14 days since my last one. Out of curiosity I just went on the site and could book a slot every 7 days for the next 3 weeks. No idea how that happened, but I'm incredibly grateful.

Our SmartPass is 2.99 a month, always has been....

@knittingadict exactly the same for me.

@ElfDragon
It is booked for tues 21st april.

@EveLevine & @ jinglinghellsbells

That sounds like my experience. I guess I have to wait 4 days post delivery too to book another slot.

Do you know what is really infuriating?
My sil that lives 10 miles away is able to place an order every 7 days. She’s only recently joined Ocado and prior to this pandemic had only placed one order with them.

I’m w regular customer and smart pass holder. I’m only able to book a slot every 10 days.

Does anybody know why Ocado have done this?

On the very rare occasion that I don't get straight in now, this is what I see. We've got deliveries booked weekly on Thursdays at the moment.

@aurorie11 not sure where you live or how far this operates but see if this can help your vulnerable people secretldn.com/morrisons-shopping-hotline/

So there's a green line and no lines too? Blimey. Not going to attempt a colour line pattern now.

The only time important put in a queue to get onto the website is just before 6pm and I get a blue line. Otherwise I just get straight on

I usually get straight on but just now I got a purple line. I have a delivery booked for next week and the week after but couldn’t get one this week. So I have no idea when I can book or even when to check

I have just successfully placed an order for my dad!

I have been in "correspondence" with Ocado customer service by email, which consisted of me asking them when i was going to get priority access and whether I had been missed out, and them sending a generic email about the vulnerable patients list (I think because in my first contact with them I mentioned wanting to order for my dad - though I ever said he was vulnerable, just old). I kept replying to their generic email saying I wasn't asking about vulnerable patients but about my lack of access. They have not told me I have access or in any way mentioned my access and lack of it, but I went onto the website about 5.30pm today and it did not immediately throw me back to the page of doom. I tried clicking book delivery and got thrown out but only as far as a queue, rather than the page of doom, which was very exciting. A couple of minutes wait and I was in.

The line on my queue was blue, and the text said I can have a delivery every 7 days. I probably only actually need one every couple of weeks for my dad as I don't think he will want the cost of a weekly Ocado shop, but it will reduce how often he has to go out to the supermarket.

I just logged on out of habit. Let me straight in and had slot choices up to 3 weeks away. Managed to get a slot at the last of the 3 weeks 🙌🏻

@Milky77 and @Wordofwarning it sounds like it’s getting better have you had any joy?!