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’ve got a mail saying delivery every 7 days slots 28 days in advance

Boomclaps it’s not good that they are opening more slots to us whilst there are people who still can’t get in. Have you tried clearing down your cache? Using another device?

I was 14 days and could book next 14 days once order was delivered, but yesterday went to edit order and it offered me choice of slots from five days after my order.

I woke up to the value this summer Email and the option to book every 7 days and see 3 weeks in advance. Nothing in the calendar as yet but I’m guessing that will show up once my next delivery arrives.

And yes to @Fallpoetry I too have found some of the fruit and veg not to be if the usual quality.

Tried everything Boardwalk.
We can interestingly get an ocado van delivery for pet food from fetch. Which I’ve not been able to do since March So I am wondering if we can add an ocado order to the fetch delivery?
We usually add fetch items to the ocado order.

I’ve had any Anytime pass for years. I received the cheery email this morning. The site still only shows me the one future delivery I have been able to book (20/05) and nothing before or after that.

The problem I have with Ocado is with their communications. They consistently over commit/promise in their emails and then the website does not deliver on the promise. There’s something wrong with the testing they do as they are not testing sufficiently or effectively before they merrily announce improvements to customers.

Yesterday I could see slots from 14th May, about a weeks worth.

Today I can’t see any slots at all

FlyingFlamingo did you book a slot yesterday or just come out of the website

I'm sure I've seen something that says when you log on you have 3 hours to book a slot or you'll lose your priority status slot for that week

So did you try to log in Boomclaps?

I had that page come up yesterday. The first time I've seen it for a while. I clicked on the "log in" link and it took me straight to the website and I could edit my order.

@knittingaddict yes! I’ve logged in and still get redirected. I’ve got my monthly dog food order coming from fetch on the 20th and usually can attach a food shop onto it.
I’ve tried to message customer services, but they’re saying there are no slots for me.
But I have a slot, for my pet food to come via ocado van 🤷‍♀️🤦‍♀️ So I don’t need another slot I just need to be able to use the same one.

That's so frustrating Boom. Sorry that Ocado hasn't worked for you and so many others.

Hallelujah- just spoken to Daniel H who is sure I should’ve been in priority access for a 3 week slot as I do a shop every month and have been since last year.
He was very apologetic

I popped on this morning to add some stuff to my order and noticed it was allowing me to book a further order sooner than I expected.
I’ve got one booked for the next 3 Saturdays (alternating between me and my mum) and it let me book a fourth.

The current message on the website says you might only get a slot every TWO MONTHS.

WTAF?

Really? It’s letting me book one a week.

@Ellmau That is so very weird! I've just got an email encouraging me to book more slots, further in advance, and take advance of my priority access.

I read that as 'we're losing customers and want you to shop with us' whereas possibly it meant 'we need to know due to stock levels'!!

I did actually get a slot after that - unnecessary panic I guess, and I see m to be on the fortnightly schedule which is manageable. Maybe it came up bc I had recently deleted cookies.

I just clicked on the app by mistake as it worked after a fashion.
Well, I couldn’t place an order or anything but it didn’t kick me out. Could it be coming back? I hope so. I love the ability to add stuff without checking out the entire order again.

Delivery came this morning. Hour early missing just dog food. Still managing a weekly slot.
By contrast dd still can't even access the website. She's tried every method now to sort out her smart pass and been soundly ignored. To say she's pissed off it an understatement.
They can't take the payments as her debit card has changed, they keep emailing her telling her to update her info hut she has no way of doing so as shes not the chosen one. Her partner works in IT so they have tried every trick there is but still can't get in.

They've certainly lost her as a customer anyway.

Presumably, Fuss, you're alternating deliveries to your own address with deliveries to your daughter from your account?

@PerditaProvokesEnmity no I’m not. I did offer to do this but she says she’s not giving them a penny and she’d rather go to the Tesco up the road herself.
She’s more irritated by the constant emails to update something she’s not even able to access.

One can rather see her point, Fuss. It's ridiculously random.

Unfortunately no one in my locality seems at all aware of the global pandemic, judging by their behaviour and demeanours - so I'll continue to take my chances with Bill in the broccoli van (and a growing number of alternative food producers).

Just had an email to let me know they’re reducing my midweek pass from £24.99 for 6 months to £14.99. Just as well as I had already learnt from this thread that I was paying well over the odds compared to others who had much cheaper any time passes than my mid week one

Same here @PerditaProvokesEnmity nobody seems to have any self awareness. The only reason I'm sticking with them is because I don't want to run that gauntlet.

DD fares a little better, she's in MK and says she's had mostly positive experiences now things have settled a bit. She's only had her Smart Pass a few months before this all went to pot so obviously isn't chosen enough, shame, because they would have had a good, regular customer in her between Ocado and Fetch.

Anyone else having issues logging into ocado this morning?

Hello hello. How often are you smart pass holders managing to get deliveries now?