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'm not sure what the point is in this thread OP

Because we've got nothing better to do and who isn't obsessed with getting food right now? I know I am.

I do actually have better things to do, but I can't properly relax unless I know I have safe access to some food. I'm an introvert and I would be like a pig in shit if I could hunker down with some food in the fridge. Now I have an Ocado shop every 14 days I'm much more content.

Also i's nice to hear from others in a similar pickle. Makes you feel less alone.

@onceuponatimethen Thanks for the reminder about the calendar too!

@snog how long is your pass for? Mine is 6 months. £10!

@snog blimey I thought I was the worst so far. We are paying just shy of £80 per year. Some on here are paying just under £24 per year. Are you paying £130 per year?

This has really opened my eyes to their pricing!

Snog I'm also wondering if this has anything to do with when we signed up. I started using SP about 4 years ago and it's a rolling subscription. I never have to renew it. It just comes out of my account every month.

If others aren’t interested please do just hide the thread

Ocado tweet just now says they are making deliveries today. I hope the drivers and packers get overtime.

Oh £10 for 6 months then? That's good.

Another tip apparently from Twitter that next day slots are released after 6pm for those without priority.

@Wordofwarning You obviously have a particular technical issue with Ocado. Either sort it out with them or shop elsewhere. You're one of the ones that just wants to slag off and bitch rather than just get some shopping! I'm sure they'll refund your smartpass if you can't use it because they've said they will.

My Ocado driver was lovely yesterday- he says he has been really busy and the number of people placing orders had increased so much they were working extra hours to keep up. He said they were doing their best! He did say he was able to make more deliveries in the time he had as well because the roads were so quiet and he could complete his rounds quicker- every cloud and all that!

I wonder if it's easier to get slots in the north as Ocado is thought of as being quite posh and expensive here and not that popular?

When you go to the site make sure you click the calendar button- the white ones are the available slots. If it's greyed out- don't lose hope- keep checking!

They seem to have placed smartpass customers into groups by analysing your shopping habits. I have always had a weekly delivery and spend quite a lot each week so am in the best customer-every 7 days-group. My friend was a less frequent shopper- every 2-3 weeks but spends quite a lot each time and she has been put in the 14 day group.

This is what I have found.
Calendar will be greyed out for the 6 days after your last slot (or 14 if they have told you you are a once every 14 day customer).
Slots are now coming up for me 3 weeks in advance of the date we are on now, but only for one particular day at a time.
They are cutting off editing about 48 hours before order due.

When I needed to contact them I got a quicker response by PMing them on their facebook page rather customer services.

Hope these tips help anyone struggling!

No, £10 per month. I wrote that badly. Sorry

Thanks for clarifying Milky. That seems a bit steep. When did you sign up?

So you are paying £120 a year, @Milky77 ?

I pay 1.99 per month but then I signed up for a free trial before and didn't continue after the trial ended, just refuse to pay the 'high' monthly charges when I could usually get a delivery later at night for free (I would often order for delivery between 10 and 11 and more often than not, the driver would call after 9 asking if they could deliver early)
I got the 1x 14 days email the other day, but went on the site earlier today and have the whole week starting 20 April available to select from. Ordered for a 7-8pm delivery on 24th
I havent experienced any queuing for the past few days

I joined Ocado at least 12 years ago but mine is still just under £80/ year

No sorry I can’t add up - mine is £49.99 for 6 months so just under£100 per year

I signed up about 18 months ago. Yep I'm paying £120 per year. We order weekly so £3 per delivery doesn't seem that bad.

Im one of the very long term customers (2006) full smartpass 2013 . Weekly deliveries of around £100 for 99% of the time and now get a booking every 7 days . My issue was always the lack of communication in the early days of this and mixed messages on whether previously placed orders were actually coming or not

To clarify, I didn't continue after my previous smart pass trial, so I think they used a 1.99 deal to tempt me, and it worked!

Well I'm definitely going to ask for a reduction in my £10.99 a month once things have settled down again!!! I would never have known how much I was being overcharged without this thread. I used to pay annually which I think was about £120 a year, then changed to monthly about a year ago at £8.99 a month and I don't know when it was increased to £10.99 but that's definitely what I am paying now.

Has anyone else noticed a huge increase in their grocery costs? I used to spend about £120 a week and we don't buy takeaways or meals out of the home except occasionally - now I am spending £200 a week 😯 partly I think because there are no offers and the cheapest versions of items are often unavailable (and £5-£10 is on extra feel good treats )

I am going to experiment with the new local suppliers that have started delivering as I think they will be no more expensive than current ocado prices. Our local "craft" butcher is now on deliveroo!
If I'm going to spend £200 on groceries I'd rather spend it locally.

My chief gripe with Ocado has been their truly dire communication which has made me super anxious about food supplies.

I wonder if they are letting all passes onto the site so they can book and then start offering the night before slots after 6pm? That would make sense IF all the anytime passes had access

I have an annual smart pass which I have had for as long as they have been in existence.

I pay £100 per year. I have been a customer for 15 years, weekly deliveries.

I have a priority slot.

@snog I agree with all of that. I also want to support local places.

Yes prices have been going up since before covid and they have stopped the specials as well. Greedy fuckers

@FreakStar- yes I’m bitching. Byes I’ve pm’d them on Facebook and DM’d on twitter. I’ve given them my details MULTIPLE times and had cut and paste responses. I’ve cleared cookies, done different devices and used chrome and safari to try and get access.

I’m trying to buy for someone vulnerable, not NHS vulnerable but in the govt category of vulnerable. Not for me. I don’t particularly CARE about me. I do care about having to try and get food to my relative!

I’m confused as to why a majority of customers receive bulk email communications from them and yet I’ve received nothing after 26/3. I’m not alone in that and those of us with no communication are doing so on here.

But yes I’m just a whiny little bitch/fool/Insert insult. Rather than being unpleasant you could show a little empathy. Something that Ocado clearly lack.