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

Thats good to know @skelington have you been able to still book regular slots?

Yes, I get a message saying I have priority access when I log in. Currently getting fortnightly deliveries with no problems (and could do weekly if I wanted)

I wonder if anyone has sent Ocado a link to this thread.

So, it sounds like nearly everybody with a Smartpass (except @Wordofwarning and some random bloke you've found on Twitter has managed to book deliveries now, either every 7 days or 14 days)

@Milky77- you have deliveries booked with Ocado and you've had one with Waitrose when lockin started? You're doing pretty well as far as I can tell! You're just stirring other people up!

Great to know. Thanks @SkelingtonArgument

@buttonmoonloon we don't say anything people haven't said on their social media. There's no point. It's just fortunately serving as a good way for us all to understand what's going on with Ocado so we know how to manage our own plans.

I have a smartpass (from January onwards) and can't even get access to the 6 PM queue. I've changed browsers, cleared cookies, but it just kicks me straight back to the death page.

I used Amazon Prime Now for the first time yesterday. I kept checking just after the hour for slots and a couple came up in the evening for next day. Couldn't have been easier.

Yay. I sat in a queue for 20 minutes this evening, but I have managed to get an order in about 10 minutes ago.

In the interests of access to all I won't attempt another for a fortnight.

There is something odd about the cookies, because I can access the queue page from my laptop but not the computer that I think I probably do most of the orders from?

Good luck everybody.

So, it sounds like nearly everybody with a Smartpass (except @Wordofwarning and some random bloke you've found on Twitter has managed to book deliveries now, either every 7 days or 14 days)

Smartpass holder for 5 years here, I most definitely have not managed to book any deliveries, I can't even get past the holding page of doom, let alone check for slot availability.

@harriettheshy glad Prime is helping you. I think Ocado said you had to have a subscription from last year. It's a shame. There's quite a few on here in your situation, some with subscriptions from last year.

After a hour of waiting to log in, Ocado threw me out of the site before I could cancel my smart pass. There was a different message today, apparently not only am I not on their "priority access" list, I am not on their "general release" list either. It says they have 9000 slots available tomorrow and 9000 the next day but I'm not allowed any of them. Talk about rubbing salt in.

DM80 (and shielding) gets the same message. Another poster who is on the shielding list has started a thread because Ocado have told her that even though she is a customer and can see she is on the list, she can't have a slot because she hasn't been a "regular enough" customer. DM only uses them for big shops, not every week so I guess there's no chance of her getting on the loyal and lucrative list.

All the other supermarkets are at least making an effort to prioritise the elderly and vulnerable, not Ocado...

£109.99 for my Smart Pass and I have had weekly deliveries since this entire mess started.

@HarrietTheShy That's because they have only included customers who have had a Smartpass from 2019 or before on their priority list so you don't have access.

Paul Clark sounds like he's sitting waiting for Ocado to send him a link- which I don't think any Smartpass customers have had- and they have told him to log on to see availability- like the rest of us smartpass customers have done!

I was waiting for an email to tell me I had access for the first week after the original email, but since I found these threads I have been trying to log in every day just in case that was the day allocated to me and haven't even been able to log in. I tried at 6pm yesterday, and was taken straight back to the holding page telling me there were no slots left. Freakstar are you actually able to log in to the site whenever to like and check the calendar for slots? If so you are not in the same position as me who can't even log in.

For those who log in and get the queue message what colour is your line? Mine is blue. I saw someone else with a red line. Wonder if they've changed that for the tiers too
Nuts

Ocado has said on Twitter you can cancel SmartPasses via the Contact us Form
Do it from a logged out page. There's a choice for SmartPass in the dropdown
help.ocado.com/hc/en-us/requests/new

Yes, for about the last week since they sent the email I can pretty much log on whenever to edit my orders and check for slots. Sometimes there's a short queue but not a long one.

M&S paid £750 million for a 50% stake in Ocado when they did the deal for Ocado to deliver their products. Waitrose must be rubbing their hands in glee as if customers leave Ocado over this, it will be M&S who lose Ocado's customer base, not Waitrose.

Thanks @Milky77 At least I can stop paying Ocado for deliveries I am not allowed to book.

Very true @goingoverground. Suspect profits will tide any concern over though...

And you are welcome for the link. Sorry Ocado aren't looking after you better

@Milky77 Mine was green when I could still access it.

My queue line is purple!

I wonder if any of the access relates to when you pay for your smartpass. I know mine comes out tomorrow or say after so perhaps I’ll be allowed to look after them?

@FreakStar just to be clear - I’ve tried 2 x iPhones (mine and dh with cleared cookies more than once). 2 x iPads (same as above) 2 x laptops and a school chrome book. There is more than one person on this thread too that hasn’t got past the page of doom so I refuse to believe it is just me and “Paul” who have fucked it up 😂

Yellow line of “fuck you” even though you have an anytime smart pass and have done for yonks...