“This was swiftly corrected and we notified affected customers who were issued with a refund,” she added. Continue shopping if you’re happy, or find out how to manage your cookies Browse and shop from Ocado. If more than 48 hours have passed and you don't see the 'Request refund' link, please email us at ocado@ocado.com or call us on 0345 656 1234. Ocado Shallots. I've been caught out by Ocado's substitution policy before now. Fastest delivery: less than two hours via Rapid service, which operates from 29 stores. Do you plan to take back carrier bags again for recycling. We’ll collect your carrier bags again from 8th March. It is worthy of note that Tesco have given all of their customers a three month reprieve on their Delivery Saver as standard, to compensate for the substandard service that they provided throughout the peak of the pandemic. Deliveries delayed: 6%. Deliveries delayed: 6%. G63YJ031), claiming a refund of my Smart Pass. Will I be charged for the carrier bags that you don’t collect? Within this time I've had one substitution and 1 missing item. I have issued proceedings against Ocado in the County Court (ref. Not at the moment. Simply select the 'Request refund' link from the Orders page and follow the instructions. Your driver will first ask if you’re happy with your substitutions and, if not, will take back the item or items before you pick up the shopping. We will charge 5p per bag per order, and refund the same cost up to a maximum of 99 Ocado bags returned at a time. The only difference, for now, is that your driver will first ask if you’re happy with them and, if not, will take back the substitutions before you pick up the shopping. Ocado has collected 2457 reviews with an average score of 4.19. When returning carrier bags, we require customers to leave their bagful of bags on their doorstep. Ocado offers good quality food at better prices than you might think. I asked for the name of their director to be told they can't tell me that. After your shopping has been delivered, you can request a refund on any substitutes you do not want in the My Orders section of the website. There have been very few substitutions in my orders but when there has been cause to substitute a product it is usually acceptable,however if I don't want it the driver takes it off the order at once. We’re still not accepting any returns from a previous order and will only take back products from your existing order that haven’t been touched after the driver has put your shopping (let your driver know you want to do this before picking up your shopping). Substitutions: average two per order, with option of refund or bigger/better product. They offer a better range of unusual foods than the other supermarkets, in my opinion. For lots more information about our coronavirus (COVID-19) policies, take a look at our FAQs. After your shopping has been delivered, you can request a refund on any substitutes you don’t want in the My Orders section of the website. Having shopped online with Ocado, Waitrose, Tesco, Asda & Sainsburys, I have never had a real problem with substitutions, probably because I set up no substitutions in my account. Biggest mistake of my life. Fastest delivery: less than two hours … No - I received my refund, but it took longer than 60 days; I did not make a claim, or was not able to claim through Atol; View Results. So you know what’s what, we’ve answered some of your most-asked questions below. If more than 24 hours have passed and you don't see the 'Request refund' link, please email us at ocado@ocado.com or call us on 0345 656 1234. I called straight away regarding the missing item and was almost immediately refunded. Request refund for product quality/life Request refund for missing or damaged items Give feedback on damaged items Manage details Manage payment details … Delivery slots for vulnerable people: your questions answered. I am truly disappointed by the attitude that my complaint “needs to be investigated” and that my word, coupled with my … Staff sickness and self-isolation means some food producers are cutting the number of product lines they offer. Returns & refunds . I had an Ocado order yesterday withone unacceptable substitution, one not sure and twomthat were fine You need to tell the (gloved) driver, and he will locate the items, before you have touched the shopping. When will you start collecting carrier bags again? The refund could take up to ten days. The refund was capped at the number of bags in my current delivery... so about 10. Yes. Helen Iden says: 29 December 2020. Please make sure your bags are counted and packed into a single bag for collection – our drivers can only collect one filled bag per delivery and refund a maximum of 99 Ocado bags at a time. So if my shop costs £110 and that's what's in my account and they substitute something and I'm charged £115 and dont notice on delivery the payment is buggered. Many more substitutions and constant out of stocks, both used to be rare. Ocado won’t compensate me at all, despite the fact that I have … Give feedback on damaged items. You can request a refund online for these items up to seven days after delivery, via your Orders page. Supermarkets generally pick sensible substitutes when an item is out of stock, but very occasionally the process can go horribly wrong. As an extra precaution, from Monday 21st December, our drivers will wear face coverings for all deliveries. Unfortunately, they can’t take back any substitutions you’ve already touched. Comments. The fresh food is especially good. Yes, you can still return substitutions at the door – there’s only one main difference right now. If you want to avoid substitutions altogether, make sure to untick the substitution option when you make your order.
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