Service changes: how you’re affected

To all our customers

We have been working extraordinarily hard to serve our customers and are proud that our tremendous frontline colleagues delivered more food last week than we have ever delivered to UK homes before. 

However, we know that many of you are not getting as much access to our deliveries as you would like. I also know from your feedback that we haven’t done a good enough job yet of explaining to our customers what we are doing. We are sorry, and we know how frustrating it must be to not be able to rely on our normal service. Trust us, it isn’t because we don’t want to be delivering more. 

So we wanted to take the time to explain what has been happening and what we are doing. Demand is 10 times higher than normal, web traffic has been up to 100 times higher and enquiries into our contact centre are up 500%. We have delivered more food than ever, despite the levels of staff absence all businesses are currently experiencing. We also closed our doors to all new customers from early March. We have taken extraordinary measures to protect our frontline colleagues, including buying them tests for COVID-19 and guaranteeing them delivery slots. 

Since Coronavirus arrived, practically every one of the nearly 800,000 active customers we had at the end of 2019, no matter how infrequently they may have shopped previously, now wants to place at least one order every week. At the same time, with families at home all week, the average size of orders has grown more than 50% meaning fewer orders can be picked and transported. This is a level of demand several times our current capacity. With these new bigger grocery shops our customers are doing, even running our warehouses 24/7 with new colleagues to support us, we cannot deliver to more than 250,000 homes in any given week.

No matter how hard we work, we simply do not have the capacity right now to meet all the demand we are seeing from existing customers, let alone new ones. 

So, we’ve had to make some difficult decisions. These are unprecedented and exceptional times and we have made some choices that will not be what some people want to hear. But I can promise you that we’ll be really clear about what we’re doing and why. You’re our customers, you mean the world to us, and we want to serve you brilliantly now – yes of course – but also in the future.

We are doing everything we can to deliver to as many homes as possible, and to manage access in the fairest way we can. And so, we are making the following changes: 

 

  • Prioritising some customers. We have made the call to prioritise deliveries for some of our customers, particularly our extremely vulnerable customers on the government’s shield list, our longest-standing, most loyal customers and our colleagues working on the frontline. You will have received an email if you have been identified as part of this group. For all remaining Ocado customers, those that haven’t received an email about priority access, we will release any remaining next day slots after 9pm, beginning tomorrow. But this time may need to change in the future. Customers should go to ocado.com/coronavirus for the latest information.
  • Government shield list. We will give priority access to our customers who are on the government’s shield list of extremely vulnerable people. If you’re a customer living in England and you (or somebody in your household) are extremely vulnerable, please visit www.gov.uk/coronavirus-extremely-vulnerable to register onto the government’s list. 
  • Smart Pass refunds. If you are a Smart Pass customer and did not receive an order in March, we are happy to refund your account for this month or donate the money to our food bank charity partners. Please submit the SmartPass Refund form. 
  • Ocado Reserved. We are sorry that we have temporarily suspended Ocado Reserved. We’d have loved to have kept it live, however, the unprecedented demand we are experiencing has disrupted the system which had worked successfully for years. Our teams are working to resolve the issue and restore the service as soon as possible. Until then you will need to book a delivery slot. 
  • Unable to serve new customers. Finally, we are currently unable to serve any new customers and we encourage you to get in touch with your regular supermarket for your current grocery needs. 

Thank you for taking the time to read this. We are the fastest growing grocery retailer in the UK and our commitment to do a great job for our customers will never waver. We are sorry we cannot do more to support more of our customers at this time. 

And finally, a shout out to our colleagues – drivers, warehouse operatives, contact centre teams – all of whom are working round the clock on the frontline doing an amazing job, we’re very proud of them. 

Stay safe, 

Mel, CEO and all the Ocado Retail family 

 

Get your hands on a FREE Neal’s Yard Remedies hand cream.

UPDATE: All the hand creams have now been handed out. Stay tuned for our next giveaway…

We’ve teamed up with organic health and beauty skincare heroes Neal’s Yard Remedies to give away 300 tubes of their celebrated Wild Rose Hand Cream. With its delicate floral scent and nourishing, plant-based ingredients, this rich cream will keep hands soft all winter long.

SM2217 – Urgent Neals Yard Giveaway 274403011 Wild Rose Hand Cream 50ml Facebook_2048x2048

Here’s how to claim yours: 

  • Add one tube of Neal’s Yard Remedies Wild Rose Hand Cream to your trolley.
  • Place an order worth £40 or more, for delivery by 02/02/2020.
  • Add this coupon code as you check out: Sorry we’re all out.
  • We’ll deduct the cost for the first 300 customers to redeem the coupons (please note that only one Neal’s Yard Remedies Wild Rose Hand Cream coupon can be used per order, and cannot be used in conjunction with any other voucher).

Good luck!

Claim a FREE punnet of BerryWorld blueberries

 

We’ve teamed up with BerryWorld to give all you blueberry fans a treat: a FREE punnet of their blueberries with your next shop. Great for popping on top of your winter porridge, or just as a scrummy snack (between mince pies).

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Here’s how to claim yours:

  • Follow this link and add the blueberries to your trolley.
  • Place an order worth £40 or more, for delivery by 9th December 2019.
  • Add the coupon code COU8438429 as you check out.
  • We’ll deduct the cost for the first 500 customers to redeem it.

Enjoy!

 

 

’Avo great time with FREE Holy Moly Guacamole

UPDATE: ‘Holy Moly’ you love your guac’ as much as we do – our 300 tubs of guacamole have now been claimed. Keep an eye on our page for the next giveaway.

Happy National Guacamole Day! Yes, we know it’s an American day – we love guac’ so much that we can’t ignore it. To celebrate, we’ve teamed up with Holy Moly to give away FREE guacamole.

SM2099 Holy Moly National Guacamole Day -Giveaway

Get your mitts on one of 300 tubs of Holy Moly Original Guacamole by following the instructions below.

 

  • Add a tub of Holy Moly Guacamole Original to your trolley.
  • Place an order worth £40 or more, for delivery before 20/09/2019.
  • Add this coupon code as you check out: apologieswe are now out of the free Holy Moly Guacamole Original
  • We’ll deduct the cost for the first 300 customers to redeem each coupon (please note that only one Holy Moly Guacamole Original coupon can be used per order, and cannot be used in conjunction with any other voucher).

Happy dipping.

Claim a FREE Kenco Iced Latte with your next shop

UPDATE WE ARE NOW OUT OF THE ORIGINAL FLAVOUR. WE STILL HAVE SALTED CARAMEL AND VANILLA LEFT BUT HURRY LIMITED STOCK IS LEFT.

We’ve teamed up with Kenco to give away 750 packs of Kenco Iced Latte drinks. They’re smooth, refreshing and perfect for hotter weather. They’re easy to make too – just add cold water. Plus, each pack contains eight sachets, so it’s technically eight FREE drinks! 

Kenco Iced Latte Giveaway

Which flavour will you choose? Original, Salted Caramel or Vanilla? There are only 250 packs of each flavour up for grabs, so be quick to bag yours.

 

Claim your coffee:

  • Add one pack of Kenco Iced Latte Original, Kenco Iced Vanilla Latte or Kenco Iced Salted Caramel Latte to your trolley.
  • Place an order worth £40 or more, for delivery by 01/09/2019.
  • Add the relevant coupon (from the list below) as you check out. We’ll deduct the cost for the first 250 customers to redeem each Kenco flavour.

 

Kenco Iced Latte Original (8 x 21.3g sachets) – Apologies we are now all out of the Kenco Iced Latte Original

Kenco Iced Salted Caramel Latte (8 x 21.3g sachets)-COU9028884

Kenco Iced Vanilla Latte (8 x 21.3g sachets) – COU9327821

 

Good luck. 

FREE Green People Organic Children Sun Lotion SPF30

UPDATESorry we’re all out of the free Green People SPF 30 Organic Children Sun Lotion Scent Free 150ml!

Green People Organic Children Sun Lotion SPF30 is perfect for children (and adults) with sensitive skin and is naturally water-resistant and ocean-friendly. It also offers broad-spectrum UVA and UVB protection – a must-have for family holidays in the sun. 

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Fancy getting your mitts on a FREE bottle? Simply follow the instructions below. But be quick, there are only 30 up for grabs.

Here’s how to claim yours:

We’ll deduct the cost for the first 30 customers to redeem Green People SPF 30 Organic Children Sun Lotion Scent Free 150ml.

 

UPDATE: Sorry everyone we’re all out of free L’mon

A very refreshing giveaway: 750 FREE cans of delicious L’MON

UPDATESM2067 L'Mon Facebook Giveaway_Facebook_2048x2048 (2)

L’MON is brand sparkling new to Ocado and available in 3 delicious flavours: lemon & lime; lemon & grapefruit and lemon & orange. 

L’MON is sumptuous sparkling citrus blends with at least 25% real fruit juice and British spring water. With absolutely no added sugar and free from artificial flavours, colours and preservatives.

*contains naturally occurring sugars

Hurry, there are only 250 cans of the L’mon Sparkling Lemon & Lime, 250 of the L’mon Sparkling Lemon & Grapefruit , and 250 of the L’mon Sparkling Lemon & Orange to be claimed.   

Here’s how to claim yours:

  • Add one  L’mon Sparkling Lemon & Lime, L’mon Sparkling Lemon & Grapefruit, or L’mon Sparkling Lemon & Orange to your trolley.
  • Place an order worth £40 or more, for delivery by 05/08/2019.
  • Add the relevant coupon (from the list below) as you check out. We’ll deduct the cost for the first 250 customers to redeem each L’mon flavour.

 

L’mon Sparkling Lemon & Lime (330 ML) Sorry we’re all out of the L’mon Sparkling Lemon & Lime 

L’mon Sparkling Lemon & Grapefruit (330 ML) Sorry we’re all out of the L’mon Sparkling Lemon & Grapefruit

L’mon Sparkling Lemon & Orange (330 ML) Sorry we’re all out of the L’mon Sparkling Lemon & Orange

Good luck. 

FREE Leap Tuna with your next shop

There’s plenty of fish in this giveaway.

We’ve teamed up with Leap to give away 500 packs of wild tuna. Grab FREE Wild Leap Albacore Tuna Steaks, Wild Leap Diced Albacore Tuna Steak or Wild Leap Yellowfin Tuna Steaks. 

Hurry, there are only 200 packs of the Albacore Diced Steaks, 200 of the Albacore Tuna Steaks, and 100 of the Yellowfin steaks to be claimed.

Here’s how to claim yours:

  • Add Wild Leap Albacore Tuna Steaks, Wild Leap Diced Albacore Tuna Steak or Wild Leap Yellowfin Tuna Steaks to your trolley.
  • UPDATESorry we only have Wild Leap Diced Albacore Tuna Steak Left
  • Place an order worth £40 or more, for delivery by 08/07/2019.
  • Add the coupon code for your product as you check out. 

Leap Diced Albacore Tuna Steak 250g COU5296271 

Leap Tuna Albacore Steaks 220g   Sorry we’re all out of the Albacore Steaks   

Leap Yellowfin Tuna Steaks 240g Sorry we’re all out of Yellowfin Tuna. 

  • We’ll deduct the cost for the first 200 customers to redeem the Albacore Tuna Steak Diced.