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

Milky77 whereabouts are you? It seems odd that they would know on a Wednesday that they can't deliver 1/2 week later.

Based on my discussion with the delivery driver last week (and the 12.5kg limit for each of the 80 trays/boxes in a van), I suppose it only takes a few customers to tip over from 2 trays to 3 (or however many you all have) to use up all the space in a van.

Glad you have something sorted, anyway.

Milky that's really awful - I wonder why? Why did they have capacity when you booked it and not now? Would be better if they could offer to deliver a partial order at least?

What? Nooo sorry to hear this. I thought they’d sorted their capacity! Was it a very large order you had placed milky?

Can you tweet them milky? I don’t understand the regional differences- I am assuming it’s regional.
After not being able to get a delivery for a month, I am getting a slot every week now.

I am very grateful and I do expect to be prioritised as a loyal customer with an anytime pass, I would have left had it not been sorted.

I'm still confused about substitutions. Their webpage FAQs about it link to a special Coronavirus page url which then just gives you a 404 'Page not found' error. However I found this link which says this:

help.ocado.com/hc/en-us/sections/360002011078-Coronavirus-Covid-19-

Can I still reject substitutions?

The safety and well-being of everyone who uses Ocado, both customers and colleagues, is our priority. Following the latest advice from the World Health Organisation and UK government with regards to the Coronavirus (COVID-19) outbreak, we have changed our delivery process so this is free of any contact with the customer.

Our drivers have stopped taking shopping into people’s homes and will drop it off at your front door. You will still be able to return substitutions at the door, the only difference, for now, is that your driver will ask you first if you are happy with them and, if not, will take back the substitutions before you pick up the shopping. Unfortunately, our drivers cannot take back substitutions after this point.

If you are in self-isolation and you’ve notified us of this, then drivers will not interact with you directly when they deliver. We ask you to remain inside your home. Our drivers will leave the shopping bags on your doorstep and will call you on the phone once the delivery has been made.

Unfortunately, since there won’t be a chance for you to return any substituted products on the doorstep, any substitutes will have to be accepted. After your shopping has been delivered, you’ll be able to request a refund on any substitutes you did not want – just follow the usual refund process.

Please note that our supply chain is not functioning as smoothly as normal so please be more understanding in accepting substitutions.
-

So the last two times they've told me they MUST deliver subs - even if I tell them before they unpack it - were wrong? I'm not self-isolating. A few weeks ago they did ask and had the subs in a separate bag. The last couple of times the subs weren't separate and they wouldn't let me reject them even if I didn't touch them.

In my last delivery my subs were fine luckily.
The delivery driver left my shopping in my porch, luckily I spotted a glimmer of colour thru my front door window as the van was leaving or else I would have had no clue he had been.
No door bell ring or phone call so had no opportunity to reject subs if they hadn’t been acceptable.

I was able to reject subs on my last delivery. I generally try not to at the moment, but these were just not going to be used (yoghurts, subbed to a flavour my dc - ASD with food issues - would no way touch)

Sorry your delivery was cancelled, Milky. It is a little odd they knew so far ahead, but at least with notice there was a chance for you to reorganise something, even if it was a bit of a scramble.

I've been able to reject subs up to now as long as you tell the driver when they arrive.

Those of you with upcoming orders, are you able to edit your order and check out? I'm able to edit my order, but when I try to check out I get an error message. Very frustrating.

I have been able to reject substitutions when they leave the shop, although one poor driver had so many to find he was very apologetic.

I am still waiting for Ocado to identify us on the government list, despite numerous emails and messages. The government helpline person also said they would liaise, but I just ended up with the identical 'copy&paste' response that they keep sending without reading my query.

Iceland, who I have never used, were quick to offer me a slot for this weekend. Yet ten years with Ocado and I am still bloody waiting to hear if they can do any better than "possible delivery every 14 days+ and can't see anything in advance".

caperberries I need to do an edit, so I'll give it a go.

@knittingaddict thanks so much!

I'm not attempting to amend any orders. Don't want to jinx it. And if I have any subs & they are sensible then I'm accepting them - I'll just adapt what I was going to cook. Just still really glad to get anything at all right now.

@caperberries I have that problem - but sometimes (often(?) It has actually gone through and I get the email confirming my changes.

You'll get the confirmation email if the changes have gone through.

All my orders so far have been very early! I'm not at all complaining - one was booked for 10.30pm and came around 7.00 so that was great, and they do call to tell/ask. This morning it was due 9.30-10.30am and I had a call on my phone at 8am (I still had it on silent) saying she'd just wait outside my gate! I heard it at 8.15 so no problems, but I don't know how they can be so flexible or early if they're back to back? Maybe if people are basically always in they can change it round a bit more on the day? Must just be scrappy organisation at the moment. Again i'm not complaining, I'm glad to have a delivery! Several subs but all sensible, just didn't have mushrooms at all.

Sorry for the delay caperberries. It took longer to edit than I thought. It checked out fine. No problems.

Has anybody else noticed that there are more (& more useful) flash sale items again now, & that discount is back to 50% from 33%?
Also more offers in general.
And with an order coming up I’m getting straight in - will be interesting to see what happens once it’s been delivered.

quarantino. My delivery is due tomorrow morning 5:30am-6:30am
Interesting to see if they are early 😬

I can get straight into the site too. I had an order last Saturday and one for the next 2 Saturdays. Editing and checkout has been fine so far, fingers crossed.

Yellowbutterfly1 Quarantino
Mine was due 9.30 to 10.30 last friday and they turned up at 8.10, may just be they have another order close by at 8 and they see if its ok to save them coming back

Thanks @knittingaddict, that's good to know.

I've spoken to them today & they were very pleasant but didn't seem to know what was causing the problem, apparently, it's some sort of IT issue.

I have a couple of upcoming orders but am stuck editing the next one and can't check out.

I had a delivery yesterday evening. It is nothing new for me to get a call asking if I'd like an early delivery.

The driver asked if I was happy with the subs (mostly sensible) before asking me to pull the bags out of the crates. I think the subs were all in one bag.

I find that I can log in without any trouble. I think the orders must all be fulfilled quite early because I can see what I am going to not get that evening in the morning.

Delivery yesterday, all there. Even the driver was cheerful this week. Concluding we are getting somewhere near back to normal in my area given I'm now being offered, and managing to book, weekly slots.

They have certainly picked an interesting time to send me a satisfaction survey though

My deliveries are often a bit early, especially if they are lunchtime ones, but since lockdown they've been around 2 hours early! The driver said the roads are so quiet they are finding they can get to places a lot quicker. I'm only around 10 miles from the depot.

I’ve seen my receipt and there are 2 unsuitable substitutions so I’ve written a note to the driver saying I don’t want them and stuck it to my front door.
Hopefully that will be easier for him at 5:30am
My alarm has been set