written by Alexiaj169 on 12/07/2021
On Saturday, Towards the time at end of delivery slot, delivery driver called..."sorry, I've gone over my driving hrs so can't deliver yr order, not his fault he said, projected his stress to me...bla bla bla. Called customer services, can't do anything but said they'd had issues with this depot, rebooked same items to come the next day Sunday, same time 2-3pm..offered standard £20 voucher, after having to ask...so guess what, today call from driver 20 mins before end of slot..."sorry can't deliver today as manager booked me for overtime, but can't do it now... call customer service...I did. After the same as yesterday, explained my distrust, lack of confidence in even getting a delivery, a customer of 11yrs, never experienced such service...operator suggested trying to arrange to have items delivered later today...umm...my fridge items such as fresh fish....oh don't worry they'll be kept chilled...uhhh. don't think so...never even got offered compensation. Asked for manager to review and offer good will gesture...held on... came back with £20 offer... what an insult. Said to speak to manager again....held on... manager came on, was trying to say..."well you had £20 voucher yesterday, but could up it to £30, and with yesterday I was getting £50...another insult...the service, well lack of service has spoilt my weekend..i had been chilling and watching tennis, to have to make a 2nd weekend call to Ocado...there is a principle to this Ocado... I've cancelled my Smart Pass, as you can't meet that either... you make millions out of customers, and this is not about money, it is about quality of service and the way customers are fobbed off with little redress to an unacceptable service and two days on the trot..oh yes the manager asked ME what I thought was a reasonable amount.. I'm not calling to negotiate was my reply... manager said a complaint has automatically been put through and they should be in contact...I had to select a star to write review, but really no stars.....absolutely out or order..
Now another senior manager has emailed that he's given me a £40 refund....due to unheard of circumstances....and not even called me to discuss....communication...uhhh..when will Ocado realise customers need to have some redress to being treated this way, then being fobbed of with the above, is not about the money, its about thinking you can treat customers this way....
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