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 can understand them removing multi-buy offers to help prevent people buying more than they need of something- but it is a bit cheeky to not have anything on offer or to put prices up. Does anyone know if other supermarkets are doing this too?

Milky77 when this is over you need to cancel your pass, you are paying a lot for the year.

I cancelled my £6.99 per month before Christmas when they said it was going up to £9.99

After a few months of paying for cheap slots they tried tempting me back with an anytime pass for £59.99 per year with a month free (March)

I’m in the North West

@Wordofwarning then why don't you try somewhere else? I've recommended other places with slots and so have other people.

Agree that costs have gone up, and also hardly any coupons, not that mine where ever really targeted to my taste
Recent delivery driver told me that Ocado are paying them overtime so I guess they are covering these increased costs through raised prices (I get that profits are likely on the up too due to increased demand but I guess employing more people costs more, so swings and roundabouts)

Yes prices have been going up since before covid and they have stopped the specials as well. Greedy fuckers
Dont necessary think this is about greed , its about limiting deliveries and stopping stockpiling

but it is a bit cheeky to not have anything on offer or to put prices up.
There are some offers ie 3 for £10 on meat

I have an anytime pass and haven’t been able to get a slot for a long time now. I’m cancelling it and asking for a refund when I can.

@Ontheboardwalk I'll be keen to leave Ocado. The question will be when. If we go into lockdown again, I could end up cutting off my nose despite my face.

@Freakstar I have, every single day, Sainsbury’s won’t allow access, waitrose have no availability - I’ve looked theee time’s a day since 20/3 when I was able to get a click and collect, Tesco no access (and I was registered with them 🤷‍♀️) Morrison’s day they won’t deliver (not to me but to dm), Asda I’ve had no luck with either so far.

I’m not relying solely on Ocado (set up a milk and more account for dm and they’ve been AMAZING) but as both she and I had accounts I thought we’d be able to get her a delivery 1 x week between us. Sadly this is not the case.

I appreciate I’m coming off as bitchy here, but dm is recently widowed - we have lost a parent and can’t be with the other one. It is stressful and just a tiny bit of communication from a company we’ve both regularly used and relied upon on the last decade is very little to ask for. Especially when they are letting same tier members in the same area have deliveries every 7 days. Perhaps if they looked at it everyone could get an order every 10 days and be semi satisfied rather than some super satisfied every week and others left out. It’s so frustrating- just tell me I’m not ever getting access and I can free up my time to go out to the shops and travel to dm 😔

I managed to get a Morrisons slot when this all started. The website is identical to Ocado, but at the time it worked and Ocado didn't.

Same principal as they share a warehouse. Driver was lovely. I think thats probably where I'll head next.

I'm wondering how the current situation is going to affect their rollout of M&S products? I'm quite excited about being able to order Cheese Tasters!

You aren't bitchy @wordofwarning. It's frustrating and you are entitled to vent

@fuss dh works somewhere else in the country and Morrisons have been excellent for him.

@Wordofwarning I’m so sorry about the situation you’ve faced

The silver cloud is that delivery day staff are being paid over time 🎉.

The staff I’ve never ever wanted to fault, I’ve always been courteous in my communication with them-I’m sure my frustration has come out but I’ve not been rude.

I do however think the buck stops with management and their IT Dept. It will be galling for many struggling both with access and financially when they get a whopping bonus (£88mill in 2019 😱) as well.

They really need to sort out their PR and Comms and get a strategy going 😁

@Milky77 have to say I was really impressed. Amusingly the driver pointed to some damage on our front garden and said "Ocado?" which made me laugh as it was them that caused it.

Fascinating link about the m and s switch:

www.google.co.uk/amp/s/amp.theguardian.com/business/2020/feb/10/waitrose-to-launch-charm-offensive-as-ocado-switches-to-ms

Sounds like the switch is coming in August and Ocado don’t care about losing customers because they think they will simply replace with M and S Food shoppers who will be delighted to be able to order online

Wait, what? People are being charged different amounts for their anythime smart pass? I have been paying £9.99 monthly since the outset (a couple of years I think).

*anytime FFS

How far in advance are people able to see slots? I've been a customer for 10 years but haven't had any email at all with any information about how often I can book etc It seems like I can see the calendar 3 days in advance.

Has anyone else has trouble with orders becoming uneditable way before the cutoff.
I have an order booked for 2 weeks time which I am currently unable to edit.

*How far in advance are people able to see slots? I can see 3 days highlighted one week on from my last delivery.

I have an order booked for 2 weeks time which I am currently unable to edit.

Pretty sure you'll be able to edit that closer to the delivery time. I had the same problem myself but then was able to edit about 3 days before.

Yes @CrunchyCarrot some are paying £1.99 per month or £2.99 per month

Ocado actually run most of Morrisons online and delivery services from Ocado depots- that's why the websites are the same!

CrunchyCarrot are you clicking on the calendar icon?

By clicking on that I’ve been able to book slots for the next 3 weeks

My Smartpass is £4.99- I might not be getting the cheapest deal but I always get my deliveries on Friday or Saturday when they would charge around £6.99 so I reckon I get my money's worth in a month because I order every week!