Terrible customer service

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Guest's review of Ocado www.ocado.com

★☆☆☆☆

“Terrible customer service ”

Written on: 02/10/2021

Extremely Poor customer service, has gone downhill massively. Had two orders cancelled late in the evening day before delivery due as apparently they had tried to pre-authorise payments (previously they would take payment after delivery). Apparently they do this when a customer has not ordered from them in 90 days (I had previously used them on a weekly basis for several years but stopped due to the lockdown shambles). When raising this issue with customer “support”, they said it’s in their T&Cs to which i pointed out that it is ridiculous to expect an existing customer to a) memorise the T&Cs from several years ago or b) expect them to spontaneously re-read their T&Cs, and that this should have been highlighted very clearly to exiting customers at the time of the order. I also queried why they didn’t pre-authorise at the time I made the order instead of doing it at a random point between submitting the order and day of delivery. Asked to speak to a manager and was refused! Absolute disgraceful service with laissez-faire attitude staff. What happened to you Ocado?! Have deleted account and now will be ordering from Waitrose and have advised friends and family to avoid ordering from a company that doesn’t seem to care less about its customers anymore.

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