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Ocado- good customer service is a myth. In reality, they treat customers with contempt.


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After having used Ocado for a long time, both for personal and business use, I joined their facebook page.

 

I was shocked to find that during the bad weather at the end of last this year, employees were posting such things as "if you expect to have your groceries delivered, then we (the delivery drivers) expect you to clear your path." I and another customer pointed out that there are many reasons why this may not be possible eg old age or disability. I also objected to the tone and content of this post.

 

The wife of one of the other drivers wrote that "disabled customers should stop moaning and use the local shops in bad weather!"

 

Several other employees also said that they "liked" these comments. I made a complaint and was told that they have a social network policy, but that it was not available to the public, that "liking" a comment is not the same as saying it and that the partners of employees can say what they like as they are not employees of the company.

 

Things became more serious at Christmas time. One employee began to harrass me on facebook (presumably because i'd made complaints in public and/or private).

 

Ocado were indifferent to this and it was only after he began to impersonate me to try and humiliate me that he was banned after I contacted facebook about it.

 

Shortly after this, another delivery driver began to insult me and openly use obscene four letter words.

 

I made a further complaint and was ignored, even after sending them a copy/paste of the posts. Several of my posts of no importance were removed by "The Ocado Facebook Team" eg how much I enjoyed the marmalade cake that I had recently purchased from them.

 

After being ignored the first time, I sent them a message asking to be put in contact with the office of the CEO. This resulted in me being banned from the page!!!

 

I managed to find the details myself and was told that "Ocado are under no obligation to respond to communications (from customers) on facebook or via any other avenue" and that "they do not have to give a reason why they ban people from their facebook page". In response to my question as to what action had been taken regarding my most serious complaint about being verbally abused and why the individual was still posting on the page, after I, the customer who had been verbally abused had been banned, I was told that "this was a private personnel issue".

 

Needless to say, all accounts with Ocado in my direct and indirect control have now been closed.

 

I am really disappointed that this company has turned out to be so false. I genuinely believed that this company was totally customer focussed, as, up until interacting with staff on-line and with the CEO office, the only contact I had had was with the delivery drivers at my home who were polite, friendly and helpful.

 

Sadly, it seems that it was all false and, after scratching the surface, I found out what employees and management REALLY think about their customers.

 

I thought i'd share this to help others (disabled or able bodied) decide if they should use this particular company.

 

Thanks for reading this,

 

Richard.

Edited by richardCoulter
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