Am I unreasonable

[mertonP]

Hi, I am disabled and can't walk unaided after a brain injury.
Yesterday I was home alone and Ocado turned up unannounced with the deliver for an hour later.
I can't carry anything, I can barely get to the bathroom. She refused to bring the shopping in and as there was no one home to help, I sent her on her way.
Now ocado want to charge me over £40 in fees for perishable items.
Had they delivered on time, I wouldn't have been home alone and this wouldn't have happened.
They are making out I am in the wrong.
I feel awful, worried sick and can't afford to waste over £40. Plus, I now need to get another shop.
Am I being unreasonable? Am I in the wrong?
I have been up all night worried about this, I feel bullied and discriminated against. But Ocado don't care.

I think they are totally in the wrong.

What is the point in giving a delivery time and not sticking to it?

It does sound like bullying and discrimination.

Who have you actually spoken to at Ocado? You need to raise the issue with a higher level than just ordinary customer service employee.

Do you have any one who can advocate for you who could act on your behalf?

Thank you for your reply.
I feel a bit less distressed by it today, but at the moment, I certainly won't use them, nor recommend them.
I will endeavour to find someone higher, it has only been discussed through text / email.
Thank you again

I'm not surprised you are distressed.

Apart from speaking to management level in the organisation it might be worth talking to your local newspaper about this. Or contact You and Yours - the BBC radio 4 consumer programme.

It's the type of behaviour that should be highlighted.