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Ocado gets customer service right
ocado, customer care, customer service, environment
2nd of February 2008
I don't shop from Ocado anymore but maybe I should start doing that again. The reason I only tried it once was that I wasn't able to find as many products on their website as I needed plus if you're not a big family it often doesn't make sense to buy too much fresh food in one go.
They're cleverly keeping me in check by sending sporadic emails very rarely about changes to their features and other bits and pieces. I'd call it "spam I don't mind" and I don't get annoyed when I get them because they're so rare. And here's one that arrived the other day which I actually appreciate a lot. Basically, they've gone out of their way to improve their image on the environment to send me another email. It's well phrased, humane, well layed-out and informative.
Keep up the good work guys!
Comment
I'm not a tesco's employee! I wouldn't be praising Waitrose food if I was. I'm pleased you're a committed employee.
Some further info for you: Both times, wanting to ensure it didn't happen again rather than receive a refund (it cost me more in petrol to re-shop than the refund is worth), I went to the effort of scanning the packaging to prove the BBE dates and emailing them to Ocado. Last time I received refunds on some of the items and an explanation that the FSA has minimum requirements for shelf life which Ocado just met. However, the refunds are no compensation - it still meant I needed to go shopping again and the email just wound me up. I don't want any of my shopping to last a day when it would last several if I bought it at a supermarket.
If Ocado specified the minimum BBE date on the bread/milk while ordering it would allow me to shop there again (which I would happily do if I could rely on it saving me a journey).
Following unsatisfactory service (a significant amount of food with a BBE date of the delivery day) on both deliveries I tried from them, I tried to unsubscribe.
They won't honour my unsubscribe requests. A service I can't use & Spam I don't want.
Shame - Waitrose food is really nice!
due to the extensive operations and the way in which the orders are picked/ checked the comment above is unlikely case, I can comment i work at ocado and i have seen the checks etc carried out on the customers orders. (maybe SAD is a tescos employee????)
No honouring a unsubscription request is really bad customer service. Makes you loose confidence. Interesting note.