Delivery Slots For Vulnerable People: Your Questions Answered

December 24, 2020

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We know things might be feeling a little unsettling, but we want to let you know that Ocado is still here for you. Following the recent Government briefing, regarding tier changes we’ve updated our service to increase safety for our customers and staff.

For those on the Government’s vulnerable list we know getting your groceries might present extra challenges, therefore we’ve pulled together some of your most-asked questions below.

How do I get priority access to a booking slot?

We will give priority access to our customers who are on the Government’s shield list of extremely vulnerable people and in need of essential supplies. 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.

I have received a Government letter but not heard from Ocado – what should I do?

If you’re an Ocado customer and you, or someone in your household, has received a letter from the NHS or Wales’ Chief Medical Officer to say that you, or they, are ‘extremely vulnerable’ to the symptoms of Coronavirus, please let us know by filling out and submitting our Contact Us form.

I’m on the vulnerable list, however, I don’t need priority access – what should I do?

Please let us know as soon as possible so we can offer access to somebody else who needs it. Please complete our Contact Us form and select ‘Extremely vulnerable Ocado customer’ as your reason for contact. Please state ‘Remove me from the extremely vulnerable customer list’ within the message box.

Why can’t I see any delivery slots?

We’re working round the clock to increase our capacity and, whenever possible, constantly release new slots. If you don’t see any available when you first log in then please check back later. On some occasions, such as when the Government announces a change in lockdown restrictions, slots can get booked up faster than usual. When this happens, you’re more likely to find a slot if you book a bit further in advance. We recommend doing this so you don’t miss out.

So you’re aware: our website shows the latest slot availability and our Advisors can’t help with slot booking, but we appreciate constantly checking our website for slots is frustrating. If you’re having trouble finding slots, please register your interest here by selecting ‘I can’t book a slot’, then ‘I can’t see any delivery slots’, to be notified as soon as there are more slots available in your area. Thank you for your patience.
If you’ve recently been added to the Government’s shield list of extremely vulnerable people, please complete our Contact Us form and select ‘Extremely vulnerable Ocado customer’ as your reason for contact.

Is my slot safe when I’ve booked it?

We’re doing our best to ensure that there are little to no changes to any booked slots although this may occasionally be unavoidable due to workforce capacity and the ever-changing nature of the circumstances we’re in. But we promise we are working round the clock and doing our best to ensure that customers experience little or no change to their orders.

Someone I know can see more slots than I do – why is that?

On some occasions, such as when the Government announces a change in lockdown restrictions, it’s normal for slots to get booked up a bit faster than usual in certain areas. When this happens, you’re more likely to find a slot if you book a bit further in advance. We also release slots throughout the day whenever possible, so it’s worth checking back later.

I’m an Ocado customer but I can’t see any slots available to book

I’ve never shopped at Ocado – can I still register?

You certainly can, though placing an order will depend on whether we deliver to your address (we’ll let you know as soon as you register) and current demand in your area. If we do deliver to your address and you don’t see any available slots, then please check back later. On some occasions, such as when the Government announces a change in lockdown restrictions, slots can get booked up faster than usual. When this happens, you’re more likely to find a slot if you book a bit further in advance. We recommend doing this so you don’t’ miss out.
If you’ve recently been added to the Government’s shield list of extremely vulnerable people, please complete our Contact Us form and select ‘Extremely vulnerable Ocado customer’ as your reason for contact.

I’m self-isolating. Can you still deliver to me?

Yes, we can, but with certain restrictions in place. It’s essential you notify us of your situation by leaving a clear message in your driver notes as you check out your order. Please also leave a note on your front door stating you’re in self-isolation.

To reduce the risk of inadvertently contracting or spreading the infection, drivers will not interact with you directly when they deliver. We ask that you remain inside your home. Our drivers will leave your shopping on your doorstep and will call you on the phone once the delivery has been made. If you live in a flat, please note that we’ll still try to deliver outside the front door of your flat, but our drivers may call you to ask if they can drop your shopping outside your building instead.

As our drivers can’t carry out any Challenge 25 checks, we won’t be delivering any age-restricted items while you’re in isolation. Unfortunately, since there won’t be a chance for you to return any substituted products on the doorstep, any substitutes will have to be accepted. After your shopping has been delivered, you’ll be able to request a refund on any substitutes you did not want – just follow the usual refund process.

For lots more information about our coronavirus (COVID-19) policies, take a look at our FAQs or to find our top tips for booking slots like a like a pro click here.