We will now be forced to move companies or have to join supermarket queues which the government don’t want our age group to do . Delivery slots for vulnerable people: your questions answered I have tried from midnight every few hours and then from 7am onwards for the past 3 days refreshing every 15 minutes and all the time states no delivery slots available. - Daniel, Hi Kerry. Brilliant deliveries. At that time, Waitrose already had its own internet-based deliveries, but on a much smaller basis. We pride ourselves on delivering a fantastic service throughout so we are extremely happy to hear we are achieving this for you. Luckily the delivery was on the 23rd not Christmas Eve, as they were five hours late (meaning I couldn't attend the show we had tickets for) and most of what I'd ordered was dated 24/12 so considering I was shopping for the Christmas week it was a complete waste. Annoying, but I'm optimistic it will get better once we get out of this mess. I've booked an Ocado slot and will never use Waitrose for Christmas delivery after trying them two years ago and being utterly let down! They are always courteous and prompt and deliver almost exactly what I order. As others have complained on numerous occasions it seems impossible to get a delivery slot. Then Covid19 happened and I foolishly placed an order with them when I couldn't get hold of some of the things I needed anywhere else.Yet again, for the umpteenth time, Ocado delivered items that I had removed from my online order and failed to deliver some items that I had added to it (a few days before the delivery date). We will continue to follow the latest advice from the Government and the World Health Organisation while the Coronavirus (COVID-19) situation continues. I was offered £10 off for the inconvenience which I find insulting as 4 and a half hours of my time is worth more than £10. By Imogen Braddick. We couldn’t live without you either! My delivery has gone from being 2hrs 50mins late to 3hrs 30mins late – as if I want it at 1am.' OCADO’S website and app was down today and Asda shoppers temporarily struggled to place online orders as supermarkets are hit by coronavirus panic-buying. We really would love to give all of our customers a slot however this is just not possible. They have switched to only offering 3 day slots whereas before you could book up to 7 days in advance. We don’t have a time and date for slots to be released, this is done as and when we have them. Ecommerce companies are raising their capacity to fulfil orders. But, I have been able to get weekly slots without exception. It seems to coincide with problems they had a while ago with their website being swamped round about the time they switched to selling M&S food. Unfortunately, this has had also a knock-on effect on our Contact Centre, which means you can't contact us by phone right now, so please keep checking social media for updates. I have tried on and off for weeks to get a slit to no avail. I know we’re in a pandemic and we’ve left the EU so things are difficult but as a smart pass user I should at least be able to get a delivery otherwise why am I paying for this privilege? Quite the opposite: all delivery slots during this period were sold out, and our colleagues worked tirelessly to deliver groceries to over 80,000 homes. © 2021 Trustpilot A/S. If no delivery slots show as available when you first check please do look back later as our team add slots all of the time, as and when they have them to do so. Found the Switch to M&S to be fine on the whole. Slots are selling out faster than ever due to the extremely high demand we have at the moment for them. Slots are selling out faster than ever at the moment, due to the extremely high demand that we have for deliveries. I was told to wait for more than 3 hours at home, and this was reiterated when I called the next day. Good bye Ocado, today I received one poor customer service response too many. - Daniel, Hey Karin, thanks ever so much for your kind words in regards to our service. Consumers are scrambling for goods to safeguard their health, livelihoods and sanity while cocooned in their homes, snapping up face masks, laptops, exercise mats and much more. Teething problems mar first day of Ocado tie-up with ... before it was due to be delivered," said one Twitter user. Coronavirus could prove to be a defining moment for online retailers. And a Twitter user named Charlie D wrote: 'Right royal cock-up with Ocado. Other supermarkes have stepped up. The price is going up from £74.99 to £99.99. LightRocket via Getty Images. Just who are booking these slots when they don't show on the screen. The food is fine but getting a delivery slot is the big problem. I spent 45 minutes shopping on Ocado's website, only to find that when I went to book a delivery slot, there were none available for 3 weeks!What a complete waste of time!As they are currently unable to deliver in a reasonable time frame, why have they not changed their website to ask the purchasers location and let them know if deliveries are available, and when.That would save the peons they need to buy their goods from wasting their time.As it is now, I will NEVER buy from Ocado again, and will be persuading all the 250+ employees of the company that I work for to boycott Ocado, not only now, but always.I was wanting to spend over £250 with Ocado in this 1 order, but they will get no more money from me (and that includes Waitrose)...I suggest all boycott both businesses.Well done Ocado. M&S Ocado delivery: ... “My order due 2pm tomorrow has been cancelled,” wrote one Twitter user. Look to be customer friendly! We will make sure to log these suggestions and we hope that this 4 star is a 5 star soon. Hope that you will give us another chance in the near future. The world’s largest dedicated online grocery retailer with over 580,000 active customers placing online grocery orders for home delivery. If no slots are showing as available please do check back later as we add slots all of the time as and when we have them. We really do appreciate feedback of all types here at Ocado as it allows us to know what we are doing right and wrong and thus where we can improve for our customers. I used to go from diligently ordering every week to barely once a month. Registered office: 1 London Bridge Street, SE1 9GF. Ocado's official Twitter account has responded to a number of frustrated customers who are unable to even get onto the service. Yes I know you are busy, yes I know you have increased your delivery slots by 30% and yes I do keep trying. It's just not worth it.The only reason I have stayed is because their infrastructure is still better than Waitrose (with whom I can NEVER get a slot), but once Waitrose ups their game I'm out. Just the best! What delivery slots, shocking customer service. The reason they have dropped to 3 days is, I suspect, because they have been overwhelmed since the lockdowns and , unlike the other supermarkets, (Morrisons,Tesco, Sainsburys) haven't massively expanded their delivery and picking service (or their servers) sufficiently to meet anything like the demand. Please do keep checking back as regularly as possible for more slots to be added. Apart from the occasional damaged, missing item or substitution I don’t have issues. Such a shame. Established in the UK in 2000 in partnership… And in addition they have charged me £5.99 delivery fee for a 3 day late delivery which they have already cancelled twice! Business News. 894646. There’s so much choice now and customer satisfaction is key. I always use them for weekly deliveries. We are extremely busy at the moment with slots selling out faster than ever due to the high demand. Ocado shares surge after delivery company strikes overseas deal. but I’ll still happily charge you £5.99 for a SmartPass. When you do eventually get a delivery slot then the service is good and the drivers excellent. Amazon is hiring 100,000 workers in North America. We pride ourselves on delivering a fantastic service here at Ocado and this is certainly not an example of that. This is a mind blowing increase of 33.33%! When I questioned ocado about delivery slots they told me the delivery pass that states you are entitled to 1 delivery per day, isn’t a delivery pass you are paying to get 10% discount off a few random items! Ocado has collected 2446 reviews with an average score of 4.20. There is no loyalty with this Company. We have expanded by 30% in the last year and we look to continue to keep doing so while maintaining a good level of service. We are over 70 and vulnerable but this doesn’t seem to matter to Ocado or the fact we’ve been loyal to them for 9 years . Looking at other comments I would suggest you at least double your setup as you must be missing out on a significant amount of business. Lack of choice, poor customer service and non existent delivery slots (please check back later!!) Since Covid it has been more difficult to get a delivery slot - but generally if I check every day I do eventually get one. In general, they are not as good quality or value. Top-rated Ocado ... We use cookies to give you the best experience with Ocado. I am not so keen on the M&S products. The worst I have seen compared to their competitors. Instacart, a US grocery service, wants to add 300,000 contractors to its delivery crew. Is my slot safe once I’ve booked it? Registered office: 1 London Bridge Street, SE1 9GF. Worried Brits who fear a lock down d… You should always get a confirmation email in regards to any changes made to your order so please do keep an eye out for them in future. You would think in this climate that they would be looking to expand the business. The drivers are still friendly and punctual in our neighbourhood as well.But since the M&S partnership, my equivalent bill has skyrocketed. - Daniel. We hope that you’ll give us another chance in the future Kerry. How long will these products be marked with the red pound icon for? It's a pandemic, I understand about the fewer slots. If the problem does occur, either edit the same order on website and then restart the application, or re-install the application: 1.1 iPhone: 1.2 They will view the Covid-19 pandemic as a chance to accelerate the shift from. My only real issue is a lot of the own Brand M&S stuff they were initially selling they are no longer stocking leaving me with only the (overly expensive) branded options. Hence, one star knocked off. To avoid this problem, either start order editing whilst online, or, if starting order editing whilst offline, wait until device is online before closing application. There are 1988 customers that Ocado, rating them as excellent. The British love to queue, but online supermarket delivery firm Ocado has pushed this love to its limit. Total waste of time! Always the same three days, and all showing nothing available. Ocado seem hell bent on losing even more customers than they already have. Disgraceful and deplorable conduct by a company who have otherwise been exceptional and who now send out pathetic apologies for having fewer slots but when it comes to logging on for our supposedly preferential treatment, given our loyalty and being a Smart Pass Holder, we find that we can not only book a slot but one does not even come up at all. Have been trying to book a slot for ages and would only do so is I could rely on being able to do so each week at the same time -a feature offered by others. When are these slots released as I can't be missing them all in a 15 minute window. Some time ago we were so fed up with the repeated errors in our Ocado deliveries that we decided not to renew our delivery pass. Book a delivery Bright ideas. Ocado on a smartphone. I just want to say thank you so much to Ocado and their wonderful staff who have delivered food etc to us in this very challenging of times in our lives. Thank you Ocado. I would have preferred that they remained with Waitrose. I’ve been shopping weekly with Ocado for about 10 years. - Daniel, Hi Brian, we are very sorry to hear that you have had issues trying to obtain a delivery slot. Demand for delivery slots is overwhelming booking systems for major supermarkets. We are extremely busy at the moment with slots selling out faster than ever due to the high demand for delivery slots. We do appreciate your feedback on these points and will make sure to log this in our system. Small delivery trucks bearing the Ocado logo have been trundle through Britain's narrow suburban streets for years, and have been joined by rivals from Tesco, Sainsbury's and Morrisons. - Daniel, Hi Sarah, we are sorry to hear that you have had issues with checking out an edited order with us. We are extremely busy at the moment with slots selling out faster than ever. - Daniel, We are very happy to hear that we are providing a service to you which is valued. We appreciate this is frustrating and our best advice is to keep doing what your doing checking back as regular as possible until an available slot shows. These are some of the changes we we’ve put in place so far: Receiving a delivery. I have previously been a satisfied customer but my recent experience has changed my view significantly. We also hope that you will give us another chance in the future Simon. - Daniel, Hello John, we are very sorry to hear that you are struggling to obtain a delivery slot recently. The major chains have experienced problems with their online platforms following the announcement as shoppers raced to secure delivery spots. The company are supposed to be the experts but they only release an incredibly limited number of days preventing any realistic planning. Online supermarket retailer Ocado has 'gone into meltdown' today as its website malfunctioned as panicked Brits continue to buy in bulk due to the rise in coronavirus cases across the country. But while the immediate imperative is to ship essential items to households, Jeff Bezos, Amazon’s founder, and other ecommerce chiefs will be fixing their gaze on the horizon. We're aware of the problem and we're working on it now. BTW, my weekly shop is less than £100 so it’s not that I spend a large amount. I couldn't reject the unwanted items on the doorstep because they weren't technically substitutions, Ocado had simply failed to update my order with the changes. No delivery slots. 3 Day Slots make booking a delivery nigh impossible. I signed up to Ocado in early December last year and I have still not been able to get a delivery slot. We really do hope that you will give us another chance. As I am avoiding Supermarkets due to Covid I can't do my norma top up shop. - Daniel, Hi Kerry, thanks ever so much for both your kind words and your constructive points to improve on. And I can't go out to buy the additional items that I'd added but they haven't delivered.Excellent quality food, but just not worth the hassle. Business Comment. I, for one, am now going to walk away in disgust and disbelief. However, today I got a email from Ocado telling me that my smart pass is due for renewal in February. I am really upset and my opinion of Ocado has been badly damaged. Will be switching to Waitrose. - Daniel, Hi Simon, we are very sorry to hear you have been left feeling this way towards our service of late. I have no trouble getting one on Sainsbury’s or Tesco’s! - Daniel, Hi Gillian, we are extremely sorry to hear how you have been left feeling towards the service that we provide. 4 Things Ocado can do to improve 1 -ensure you have own Brand options available (either Ocado or M&S) so branded is not the only option, 2 - Remember some of your customers are single - sometimes I just want an apple, or a couple of potatoes not family sized pre packaged bags, 3- bring back guaranteed delivery slots for loyal customers 4 - Please let me filter for ethical options (RSPCA Assured, No or reduced Plastic, Grass Fed cattle, sustainably sourced fish etc), Only the latest review will count in the company's TrustScore, Hi Paul, we are sorry to hear that you have struggled to get a delivery slot with us. Ocado is expensive and no added value: I am giving up. I’m having trouble viewing available delivery slots on the slot booking calendar If you’re having problems seeing available slots, please make sure you click on the Calendar button (just below the address box). Coronavirus could prove to be a defining moment for online retailers. If no slots are showing as available when you check then please do check back later as our team add slots all of the time, as and when we have them. - Daniel, Hi Sean, we are sorry to hear that you are having issues booking a delivery slot. I've had an Ocado reserved delivery for years, same stuff every week. 67.8k Followers, 1,007 Following, 1,735 Posts - See Instagram photos and videos from Ocado (@ocadouk) M&S should not have bought into this delivery arm when the customer service is so bad. Impossible to get a delivery slot. Naturally, the safety and wellbeing of everyone connected to Ocado remains our priority. We have expanded by 30% over the last year and would love to give every customer a slot that suits them however this is just not possible. Demand has ballooned with large parts of the world’s population ordered to stay indoors. Well once again I’m staying up half the night and running the battery down on my phone trying every few minutes to get a slot for delivery . However as with other customers it is really hard to get a delivery slot. ... Ocado's problems with Kroger in focus amid ... Ocado takes wooden spoon on fears over profit delivery. See all 13 articles Coronavirus (COVID-19) When will you release more delivery slots? Demand has ballooned with large parts of the world’s population ordered to stay indoors.Consumers are scrambling for goods to Not impressed with the words to other customers along the lines slots sell out fast and keep trying. Any damages are quickly resolved.I don’t know why I have been lucky enough to get such a great service when other long term customers have not. It also gave us the opportunity to make some important changes to the website, changes like freeing up more slots so more customers can get the delivery … I have had an email today cancelling the delivery this evening ! We have noticed that there is an issue with your subscription billing details. It has carried on throughout the Corona virus time and as a social care worker with a lot on my plate at the moment I depend on it. We get much better service from other supermarkets. "The delivery has been booked for three ... number of orders today. ... Back to top. Great service - if there is an issue it is resolved quickly.Great delivery - drivers are courteous, wear masks and the shopping is bagged in a way that is easy to clean and put away.Great choice of products - though it doesn’t sell some of my favourites, it makes up for on quality and now stocks some M&S produce. They entice you in to subscribe to a smart pass delivery service then tell you no deliveries are available for nearly 2 weeks. The function of our Smart Pass is a delivery saver, rather than helping you obtain a delivery slot, we that that this information is helpful. - Daniel, Hello Fiona, we are extremely glad to hear that you are fond of our service, specifically we love the fact that you have highlighted points that we strive very hard to be the best at. The dates have always been really good too. Please, The subscription details associated with this account need to be updated. It now 11 months that Ocado can't face the lockdow delivery increased demand. Ocado has been offering Waitrose products since it began its commercial delivery service in 2002. The 3 for £10 meat/fish bundle selection is a joke and the overall variety isn't as good either. This is so unacceptable as other providers are managing, despite the current crisis, and retailers on the high street have no shortage of food or staff.When will Ocado get their act together and start honouring their promises?The longer this goes on the greater the likelihood that I and my many friends and colleagues start defecting to Ocado's competitors now and forevermore.This is neither professional, nor contiguous with their reputation.. - Daniel, Just the best for our customers who are all just the best. Thank you so much! - Daniel, Hello Dana, we are very sorry to hear about this experience that you have had with us. Enter Ocado. M&S takes over from Waitrose, which as of today, ends its 18-year deal with Ocado. Availability is almost non-existent. I have been trying from day 1 to book a delivery slot for M&S, but no matter what day, or time, I try there is never any free slots. The online supermarket. I used to shop regularly at M&S, but since they opted to use Ocado as their delivery agent I have had to use Waitrose. Your generic response to all of these complaints no longer washes with your customers . If no slots are showing as available when you first check please do check back later on as we do add slots all of the time, as and when we have them. They have been recruiting and still not enough organised : a shamble! We hope that you will give us another chance in the future. How does Ocado set the prices? The 30% expansion mentioned in their replies is woeful given the rise in demand- it needs to be doubled or trebled.So now the best online food delivery service before the pandemic is now the worst.The replies one gets from them on Trustpilot sound like stock pre-written responses and dodge the subject of why they only offer slots over 3 days. After 4 and a half hours of waiting I finally got an answer from Ocado and I was told my delivery had never been rescheduled as they never recovered my order from the van! However, the next day it still hadn’t arrived. Couldn't live without them. Due to operational problems, our website and apps are down right now. Registered in England No. Strange that all M&S competitors that I use manage to have many free delivery slots. On the like-for-like M&S items that have replaced Waitrose for the "same price", the portions are vastly smaller. Sainsbury's, Tesco, Morrisons and Ocado have little or no slots for deliveries left as the third lockdown starts, causing a sudden flurry in demand.. Stop issuing the standard answer telling us you are really busy we know that but you cannot book a slot if non are available between 12am and 12pm. But personally I really cannot complain. Irritatingly they still advise you to book well in advance even though you can't! M&S customers can get their food shop delivered with Ocado from today. My delivery was cancelled due to a problem with the van and rebooked for the following day with an offer of £20 off a future shop. Ocado shares jump on hopes of M&S home delivery partnership. Quite clearly you do nit have enough delivery staff and vehicles. Please. I have been using Ocado for about 2 Years and am more than happy with the Service. The earliest redelivery slot was now 3 days late! We are sorry to hear that you are having issues booking a delivery slot lately. ... 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