I have blogged on here recently about our good experience of Ocado on their first delivery to us at home. Did I sing their praises too soon?
Our second delivery was due this Saturday between 7.30 and 8.30, we had also included our Saturday evening meal in the order – possibly a bit rash, but on the assumption that they had delivered early last week we thought it would be OK.
However as 8.30 approached the natives (14 and 17) were getting restless, I am told I also get grumpy when I am hungry, so I was probably being unpleasant as well! We checked the website and it said that their GPS system (a new and wonderful service they are just rolling out) confirmed our driver would get to us between 8.10 and 8.30 – but it was 8.40! A decision was taken to abandon for chips which I collected (without any complaints).
After eating said chips we were 50 minutes after the latest delivery time, so a call to Ocado was in order – this was going to be make or break for them as far as I was concerned. How a company responds to a complaint matters – the customer is always right!
We got off to a good start – they were sorry and would call the driver and call me straight back, that’s good, as I don’t want to be kept waiting. The call came a few minutes later with an apology, a £10 ‘hassle’ voucher, and news that the driver would be with us by 9.30. And he was!
The driver was polite and sorry, but pragmatic. He told us that if he called everyone on his route when he was running late it would slow him further – a fair point. It also appeared that his route had not been planned as well as it could have been (the delivery before ours was for a later slot). He also thought the head office should be tasked with updating us – after all they track their vans so it would be easy.
I had to agree with him – if Ocado track their vehicles (quite common now) they could easily tell us if there was a delay. They do appear to be trying to do this via the website, but it’s not working. Perhaps a text would prove better – it’s more direct and almost ‘personal’ even if its machine generated.
So a close call for Ocado, but we will stick with them at the moment.