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Original poster

Bl@@dy Bl@@dy and much stronger OCADO!!!!!!!!!!!!!!!!!!!!!!!!!!!

31 replies

miggy · 20/12/2006 17:08

Am sitting here with steam coming out of my ears. Booked a delivery slot weeks ago, for Friday, the one thing I have been organised about this year. Just sat down to change it (having just bought loads of salmon to book it) and it wouldnt let me. Phoned up and they said cut off date was 12 noon today, BUT on my confirmation email it said 11pm today-which is what I was working to! Apparently that was "a mistake" and due to shortages they ammended it yesterday and sent out an email saying cut off was now noon. Having searched my email, have found this email in deleted items folder, was sent there by norton as it was from "christmas at ocado" rather than normal customer services so was junked, and title was "last chance to amend xmas orders", nothing to indicate major change to the schedule. Personally I woiuld expect a phone call etc or at least an urgent type email from customer services. Am waiting for a call back from a supervisor but very much doubt they will do anything. Am not accepting or paying for the salmon though, but still no internet delivery now from anyone else!

OP posts:
PrettyCandlesAndTinselToo · 20/12/2006 17:12

Send them a written complaint, worded very strongly indeed! Ocado's service is usually exemplary, but they've really screwed up here - I don't think it's reasonable to give 24h or less notice of such a major change by email. Such an email is, as you have found, likely to be treated as spam, and tthe sujbect field didn't make it sound at all urgent either. No wonder you are thoroughly pisse doff!

DingDongDraculaOnHigh · 20/12/2006 17:16

miggy their customer services are usually quite good - bet the supervisor will sort it out

it is very very annoying I agree

pooka · 20/12/2006 17:17

I've got Ocado coming tomorrow at 10pm. I thought could still edit my basket until 11pm tonight, but apparently cannot. Also will have extra salmon now! Are you by any chance me????

cece · 20/12/2006 17:19

I am having mine delivered tomorrow and got an e mail yesterday to say after 11 pm last night there could be no changes to my order.

ImaVeryMerryChristmasFairy · 20/12/2006 17:25

Right miggy, you're not going to like me for this but.....i have a slot booked for Friday too, and have been receing emails from them practically daily for the past week telling me I had till midday today to change my order. Also, there was a bit thing on the website saying what the cut-offs were.
Now, what are the odds that I'll be back here on Friday complaining about them cause they've got something wrong??

HuwEdwards · 20/12/2006 17:29

By contrast, got a call from Sainsburys this morning asking me if I still wanted my Xmas shop (booked for tomorrow)? Apparently there have been so many changes to orders, their site crashed and cancelled a load of Xmas orders - they've been having to phone round everyone to seeif the cancellation is genuine or not.

Sympathies Miggy, but I bet Ocado will sort it - they're too posh not too

Original poster
miggy · 20/12/2006 18:14

No they havent sorted it. I have just been "allowed" to cancel my exsisting order. Apparently they have had a lot of irate customers this afternoon (what a suprise!)
Will never ever use Ocado again, utter shambles.

OP posts:
Original poster
miggy · 20/12/2006 18:26

and my friend who has order at same time has just checked her order and it still shows as editable! whats that all about!
Have just emailed you and yours-would love them to get a bit of bad publicity!

OP posts:
marymillington · 20/12/2006 18:35

its a bit crappy that they have brought it forward, but to be honest, LOADS of stuff is sold out already. if you'd been hoping to get a turkey, or an christmas pud you'd have had no chance!

and they did email you, just from another email address...but i'm sure if you are vigorous about your complaint you'll get some vouchers or something. not that that makes up for having to go to an actual shop or anything.

hark at me defending them.....

sorry miggy, i'm sure you'll find good things to eat elsewhere.

Socci · 20/12/2006 18:49

Message withdrawn

DoesntChristmasDragOn · 20/12/2006 18:54

But if you actually do your proper shop when you reserve the slot, doesn't that reserve the food with Ocado? I thought that was how they differed.

marymillington · 20/12/2006 18:56

yeah if you order your food when you book your slot you're sorted. but try getting an organic chantenay carrot or some duchy originals puff pastry after december 15th and there'll be tears

Original poster
miggy · 20/12/2006 19:05

mm-no have all that sorted/made. just wanted bog standard veg/drinks etc just the stuff not to have to fill trolley and battle at check out with.
Point re email is that it was from another address but also was not at all obvious that it was important or signifying a change, even if I had seen it, I might not have bothered to read it, just though-yeah yeah I know that etc etc.
personally I would have expected a phonecall, and if I was running Ocado, thats what would have happened.
Dont want vouchers, want to line them up against the wall and shoot them, or make them go to sainsburys for me

OP posts:
DoesntChristmasDragOn · 20/12/2006 21:12

But why did you only order salmon when booking your slot and not what you actually wanted??

DoesntChristmasDragOn · 20/12/2006 21:13

You could at least have done what another MNer did once and order 6 bottles of very expensive wine to reserve the slot and then forget to amend the order...

flutturkey · 20/12/2006 21:19

I agree they should have phoned to let you know, a lot of people don't have time to check their e-mail everyday so this could have easily been missed.

Having said that, I would have just done my order when I booked the slot or at least most of it not just bloody salmon

MadamePlatypus · 20/12/2006 21:27

the same thing has just happened to me!!! I saw this thread at about 5pm, went to check that I could still update my order, saw that it was updateable thought phew! I will change it when children in bed, but have just gone to order and found that I can't make any more changes. They didn't email me atall.

There is now a recorded message on the help line. Basically they have f**ed up. Now I am wondering how many things will be missing from the order.

MadamePlatypus · 20/12/2006 21:37

anyway miggy, we must remember not to take this out on the delivery man.

MadamePlatypus · 20/12/2006 21:42

The website still says the deadline for Saturday deliveries is 11pm tonight. Grrrrr. Oh well, atleast I am not the person at Ocado who is going to have to deal with the PR fall out in SW London.

lostinfrance · 20/12/2006 21:47

This reply has been deleted

Message withdrawn

wrappingpaperBOwZZAndribbons · 20/12/2006 21:50

I do that every week with my online shopping. When I booked my slot at the beginning of the month how did I know how much wine or how many pints of milk I would need? I would be very angry.

MadamePlatypus · 20/12/2006 22:18

can't even access the ocado website now.

marymillington · 20/12/2006 22:37

part of me is pmsl at the Great Ocado Crisis of 2006. i half don't expect my order to show up at all.

Socci · 20/12/2006 22:44

Message withdrawn

drosophila · 21/12/2006 09:51

I am even more fu*ked off. DP gets a discount from work which means we pay by vouchers. We always leave it to the last min to do this as we need to know the final amount. After reading this thread I checked it out and was able to edit but our delivery is on Sat. When we went to input the vouchers the website was closed down. Hung on the phone for 45 mins yesterday and when DP finally heard a voice he pushed the wrong button on the phone AAAGGGHHHHH.

I am going to complain to John Lewis as I am sure they will not be happy with their name being associated with this shambles. I suggest you all do the same.

I have noticed the service to be poor recently. I have had three lots of meat that had gone off.

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