Ocado faced a significant issue with some Christmas deliveries due to a malfunction at its Erith warehouse.
- Numerous orders arrived missing key chilled and frozen items, affecting holiday preparations for many.
- Some customers reported missing dozens of items, leading to dissatisfaction and disappointment.
- Compensation offered did not suffice for some long-standing customers facing disrupted festivities.
- Ocado has publicly acknowledged the issue, striving to rectify it and apologise to those affected.
Ocado, the online supermarket, encountered a disruption just before Christmas as a malfunction at its Erith Customer Fulfilment Centre led to incomplete orders for its customers. This incident, particularly unfortunate given the timing, has left many without essential chilled and frozen food items critical for their festive meals.
Reports have emerged of customers receiving deliveries missing numerous items, with some claiming the absence of dozens of products. Such issues have understandably caused dissatisfaction, as reflected by customer feedback on social media platforms like X (formerly Twitter). One customer lamented the disruption to their Christmas, stating they had been let down by Ocado with a missing delivery for sixteen people, and found the offered £50 voucher insufficient compensation for their inconvenience.
Further criticisms arose from another user who noted, “for the second year in a row, We’ve booked a Christmas shop in October and you’ve sent us a message 2 hours before delivery telling us 14 items were out of stock and 8 items substituted.” They highlighted a particular issue with substitutions affecting dietary needs, where a gluten-free dessert was replaced with a bread and butter pudding, unsuitable for a customer with coeliac disease.
Ocado has acknowledged the problem, with a spokesperson expressing regret over the service lapse, especially during such a crucial time for customers. The spokesperson assured that the company is reaching out to those affected to offer apologies. While Ocado deals with the fallout, they are not alone, as other retailers like Morrisons also faced technical glitches, prompting them to offer discounts to pacify their customer base.
Ocado is taking steps to address the challenges from the warehouse glitch, aiming to restore customer trust during this festive season.
