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

@NotAnotherUserNumber - Keep checking - I've sometimes had that and then the items have become available closer to delivery.

@PowerslidePanda it won’t show you the next date you can book until you’ve received the delivery you’ve got lined up. They’re not letting 14-day people book more than one at a time.

My last delivery was Fri (Apr 24th) - couldn’t book until after it had landed, but was then able to book Fri May 8th - & only Fri May 8th!

So your 17th slot will show up after you’ve had your delivery on 3rd

NotAnotherUserNumber

Very few things are out of stock where we are, at least out of the items we normally buy. My last weekly delivery was almost £200 and there were 3 substitutions and they were all reasonable.

There are a few items that are out of stock when I'm doing my order, but nothing basic.

@NotAnotherUserNumber I am also finding this, so trying to put together a shop three weeks out that will do, but I am finding when I go on to remove things we don’t want and add MIL’s shop closer to the time lots of stuff is then available to be added, I guess lots of stuff they don’t know stock levels until closer to the time.

I was a customer for 16 months had smart pass

At the start could do normal booking but now can’t get one at all so cancelled smart pass 2 week ago

Only Used to spend 50 a week , pretty sure people who spend more will get the slots quite right really and every supermarket prices have gone up

And plenty of charities and food banks doing shopping for people

The actual website looks down, for me, at the moment. It was ok earlier. I'm another one who was told I could have a slot every 14 days, then it said 7, but the calendar was constantly blank until I'd received my order then I could book another for 2 weeks later (and only that day).

Oh wait, looks like the website problem was at my end.

ceara, I tried what you suggested and contacted Ocado to ask if I could change from a midweek to an anytime pass as being expected to pay £6.99 delivery each time on top of my normal delivery pass was too much but they said No.
They then went on about how people we’re ordering 50% more so there were less slots available.
They can’t seem to grasp that if you only allow some of you regular weekly smart pass holders an order every 14 days instead of their usual 7 days then of course they will be having to order more.

What did they expect would happen?
Back to constantly checking if a midweek slot becomes available but it probably won’t because they’ve given them to their favourites already.

I am also finding that the issues with out of stock items are getting worse every week. Today I got a delivery with so many missing items and inappropriate subs that I can't cook three out of the seven meals I'd planned. And it still cost a bloody fortune!

@ GCAcademic
Have you tried Sainsbury’s click and collect for next day , nice produce

I think Ocado has been overwhelmed but it really isn't treating customers well.
If it carried on treating regular customers as normal people would be getting their normal slots but they aren't
They are giving extra slots or allocations to certain customers without rhyme or reason, I'm a fairly regular customer who has so far only managed to get one slot whereas others are seeing loads of availability and those who haven't shopped with them for years are getting texts to say there are slots.
It's not to the shielded or vulnerable getting the slots, I am a shielded regular customer and they recognize my shielding status and my regular customer orders but I'm not currently considered a priority to them as there is high demand in my area.
So much as I was looking forward to the M&S merger I'm not sure I'll be rushing back to Ocado when they have the capacity for me.

Mancity - we can't get any deliveries or click and collect around here, from any supermarket. Only managing to Ocado because of the smartpass and previous big weekly spend. I think I'm going to start using local farm shops, cooking more simple meals, and just using Ocado for non-fresh items.

Having been a 14 day, one delivery at a time category since this started, today it has opened up every seven days and can book multiple slots.

No communication (of course) and it may not last...

I can get one a week too until mid May.

I still seem to be 14 days/one at a time, but my queue colour has changed from blue to green...

I don’t have to queue at all to get on to the site- am I a super elite Ocado shopper? I hope so.

Today I got a delivery with so many missing items and inappropriate subs that I can't cook three out of the seven meals I'd planned. And it still cost a bloody fortune!

I don't have to queue and am being given a slot every 7 days, but I found the site quite glitchy when editing existing orders last week. That problem has resolved itself, but the missing items & subs can be a pain, especially if they're essential ingredients for planned recipes.

Still, could be worse. Overall I'm very grateful to Ocado, they are bringing food to our homes at a difficult time, their range is really varied and the drivers are always prompt and pleasant.

Still waiting for last weeks price match voucher. I know for a fact several items Ive ordered were 50p each cheaper in Tesco but I doubt I'll ever see that difference.

My price match voucher was 2p

Noooo the the first time ever I got onto the queue it’s just thrown me off again & back to the you are not a priority page😢😢 have been a Ocado customer for about eighteen months used them probably twice a month but didn’t spend ££ my delivery pass ran out a couple of weeks ago, I’m vulnerable but not on the shielded list I have heart failure, haven’t been able to get online delivery from any supermarkets & no click & collect available in my area either, I think I need to just give up on it now Ocado are just playing with me now!

I had a £16.22 price match voucher, it’s so strange how it’s not working well for some people, and not fair really.

Mine came over £20

How long after your shop did it take your price match vouchers to come through?

HOLY SHIT. THEY ARE WATCHING US......

My delivery was 7-8pm Friday, voucher email timed at 7.08pm Saturday (though I don’t think I saw it anything like that soon!)