TAJ Posted January 15, 2010 Share Posted January 15, 2010 So I ordered some dry cured bacon from Ocado - 2 * 250g pkts on offer at £5.50 for the 2. So they substitute - they did not ring/text as they are supposed to (the 2nd time that has happened), the driver also then fails to tell me and after he leaves I discovered it. The substitute was 2 pkts of 'normal' bacon (not dry cured) - you might think that sounds fine, but they were 700g pkts * 2. So instead of my 500g of ordered bacon at £5.50 I got 1.4kg of bacon costing £10.98!! i.e. three times the bacon for twice the price, but the rubbish full of water, not dry cured. To be fair when I rang they could see they hadn't rung and agreed it didn't seem an 'equal' substitution, so whilst she refunded me the money that will not stop the computer making the same substitution in future. There is no Ocado function to set up your shopping for no substitutions - she suggests I could make it a delivery note for the driver to inform me of substitutions, but that is it. Tracy Quote Link to comment Share on other sites More sharing options...
kerryegg Posted January 16, 2010 Share Posted January 16, 2010 Oh dear, not good enough. Sadly I use Tesco. The driver gives you the order with substitutions at the top and you can give him back anything you don't want. They price match and I've had some bargains ordering cheap stuff and getting a better replacement. Hope you manage to sort it out. Quote Link to comment Share on other sites More sharing options...
Cinnamon Posted January 16, 2010 Share Posted January 16, 2010 I once got Brussels sprouts instead of bean Sprouts. Beat that Quote Link to comment Share on other sites More sharing options...
Valkyrie Posted January 16, 2010 Share Posted January 16, 2010 My! How that little bean sprouted! Quote Link to comment Share on other sites More sharing options...
Cooks Posted January 16, 2010 Share Posted January 16, 2010 I once got Brussels sprouts instead of bean Sprouts.Beat that now that seriously made me laugh Quote Link to comment Share on other sites More sharing options...
dippy bird Posted January 16, 2010 Share Posted January 16, 2010 I got cat food instead of dog food. Durrrrrr!! Quote Link to comment Share on other sites More sharing options...
Cooks Posted January 16, 2010 Share Posted January 16, 2010 all my substitutions so far (all two weeks worth of shopping with them ) have been great am trying asda today for a change and then ocado next week to see who I like the best, Ocado offered me £30 off my first sho and 30 days frree trial of this on demand service? Quote Link to comment Share on other sites More sharing options...
dippy bird Posted January 16, 2010 Share Posted January 16, 2010 all my substitutions so far (all two weeks worth of shopping with them ) have been great am trying asda today for a change and then ocado next week to see who I like the best, Ocado offered me £30 off my first sho and 30 days frree trial of this on demand service? I did an on line shop with asda last week, checked that they would deliver to macc and they said yes, an hour before my food should have been delivered they phoned to tell me that they wouldn't deliver to me because of the snow. I was soooo annoyed! Fair enough they have to keep their drivers safe, but they could have give me more than an hours warning! I had family arriving and no food to give them! Quote Link to comment Share on other sites More sharing options...
BarbaraJ Posted January 16, 2010 Share Posted January 16, 2010 i've had burger buns sent instead of belgian buns, wasn't happy needed the treat lol its all computerised the delivery man said so the picker can't choose the subs the computer does unlike the shops. christmas i asked for Organic onions and got nothing!!! no onions anywhere, sorry don't believe that nor did the delivery man Quote Link to comment Share on other sites More sharing options...
chelsea Posted January 16, 2010 Share Posted January 16, 2010 I once got Brussels sprouts instead of bean Sprouts.Beat that I can't beat that!! It did make me chuckle. Sainsburys did send baby sweetcorn instead of large corn on the cobs once.... Quote Link to comment Share on other sites More sharing options...
helenp Posted January 16, 2010 Share Posted January 16, 2010 we use Ocado everyweek, & as we have a delivery slot of before 9am, we don't get a text advising of any subs on the order. All subs are listed on the receipt, which if we are not happy with, we just give back to the driver and get the refund. In our last 10 orders we have only had one sub item. Would not use any other service as they are the best Quote Link to comment Share on other sites More sharing options...
Cooks Posted January 16, 2010 Share Posted January 16, 2010 well Asda just been one substition for a different pack of chicken (for hubby and boys, I dont eat it ) cant fault him although I could hardly hear him. Quote Link to comment Share on other sites More sharing options...
poachedegg Posted January 16, 2010 Share Posted January 16, 2010 In the year we have been using Ocado, we have only had 1 substitution! However when we used TESCO, substitutions were very frequent - the best, well the worst (!) was when Marmite was substituted with yeast...presumably as Marmite is yeast extract?! Quote Link to comment Share on other sites More sharing options...
TAJ Posted January 16, 2010 Author Share Posted January 16, 2010 In the year we have been using Ocado, we have only had 1 substitution! However when we used TESCO, substitutions were very frequent - the best, well the worst (!) was when Marmite was substituted with yeast...presumably as Marmite is yeast extract?! I used Tescos a number of years ago - stopped using due to the subs stuff. Over the last few months with Ocado (5 orders) this is only the 2nd sub. Certainly I will be checking the order sheet that comes with the order and checks subs in future. At least it was bacon - not sprouts! Tracy Quote Link to comment Share on other sites More sharing options...
debbier Posted January 16, 2010 Share Posted January 16, 2010 I used to really like Ocado, but my deliveries got absolutely dreadful, and, coupled with atrocious packing (which I complained about, twice), I gave up on them My last delivery was two days late (this was a few months back, so snow wasn't a problem!), and they missed out on a promised slot three times after the first missed slot. I wasn't happy, and told them I wouldn't be using them again. Quote Link to comment Share on other sites More sharing options...
abwsco Posted January 17, 2010 Share Posted January 17, 2010 I've only ever had one sub with Ocado in well over a year and that was for the same item but fresh instead of frozen. They were dearer but I was charged the lower rate. Quote Link to comment Share on other sites More sharing options...
poachedegg Posted January 17, 2010 Share Posted January 17, 2010 I used to really like Ocado, but my deliveries got absolutely dreadful, and, coupled with atrocious packing (which I complained about, twice), I gave up on them My last delivery was two days late (this was a few months back, so snow wasn't a problem!), and they missed out on a promised slot three times after the first missed slot. I wasn't happy, and told them I wouldn't be using them again. That really surprises me - I have only had good experiences and during the snow debacle when our deliver got cancelled a couple of times their customer service was brilliant! So hopefully they will keep it up. Quote Link to comment Share on other sites More sharing options...
jlo Posted January 17, 2010 Share Posted January 17, 2010 I am suprised by all the bad Ocado experiences. Ours have been pretty good and I can't recall any major problems. I had one with Waitrose one time. I have just received an email to say no more free The Times in the Ocado which is a bit of a shame. Quote Link to comment Share on other sites More sharing options...
Cinnamon Posted January 17, 2010 Share Posted January 17, 2010 I have never ever had a bad expreience with Ocado - in fact they once phoned me up to apologise for a barely late delivery & gave me a free bottle of wine on my next order as an apology Quote Link to comment Share on other sites More sharing options...
debbier Posted January 17, 2010 Share Posted January 17, 2010 I can forgive the odd mistake, and they had been very good at rectifying it. However, we had one missed delivery, which came the next day, so not so bad, though I had to do an extra shop visit for some butter and milk. The next time, they were supposed to be delivering at around 9:30 pm, we had a text saying on its way, and it never showed. I rang Ocado, to be told that ithey had a problem loading the van. Hmmm, why had we had a text saying on its way then? They said they would deliver the next day, at a time, which I stayed in for, and again, no show. So I rang (again!) and they said we'd definitely get it at an hours time slot in the afternoon, which again, came and went without any sign of the delivery. I was getting a bit fed up by this now, and had to go out. They finally delivered at around 6pm, in the dark, when I wasn't here, but my 15 year old daughter was. I wasn't entirely happy with her having to accept the delivery on her own (and wondered about the legalities of her accepting an order with alcohol in it?). Anyway, after all that, I decided it really wasn't worth the bother again. Quote Link to comment Share on other sites More sharing options...
docsquid Posted January 17, 2010 Share Posted January 17, 2010 Ocado have always been excellent with us, and usually the substitutions are good. They used to send out texts with the substitutions but they have recently stopped doing this, however the driver is usually good and if they don't tell me everything is there, I ask them in case there is something I want to send back. They have never missed a delivery, and have always rung to tell me if there is a problem (e.g. in the snow, they were late due to an accident on the M6 when the van was already stuck and couldn't go an alternative way). Sainsbury's, Tesco and Waitrose have all been hopeless - missed deliveries, unexplained missing items, and ridiculous substitutions. Plus the 2 hour delivery slot takes up so much of the day. Waitrose entertainment catering is different and has been very good. Quote Link to comment Share on other sites More sharing options...
The Dogmother Posted January 18, 2010 Share Posted January 18, 2010 I have only ever had to speak to Ocado about some bad packing once, they sent me a bottle of wine. I got another bottle after the Ocado truck broke down and was slightly delayed. I take my hat off to them though - they got through in the snow (which is more than can be said for the bin lorry!) and even arrived early after phoning first as the driver wanted to get back to the depot to miss the worst of the snow. Ocado had armed them with shovels to dig themselves free if they got stranded. Quote Link to comment Share on other sites More sharing options...
Cooks Posted January 23, 2010 Share Posted January 23, 2010 well first delivery from ocado just arrived.. substituted a baguette with a loaf of bread with the crusts removed... Quote Link to comment Share on other sites More sharing options...
