M&S Your questions answered
We’re welcoming Marks & Spencer products into our range, which will be available for delivery from 1st September – you might have noticed some on ocado.com already. It will be our biggest and best range ever and we think you’ll love it.
Naturally, you’ll want to know exactly how it will affect your weekly shop so we’ve put all your questions in one handy place.
WHEN WILL I BE ABLE TO SHOP FOR M&S PRODUCTS?
M&S products are now on the website for you to browse, and you’ll be able to add these products to your trolley once you have an order booked from 1st September onwards.
We will email you when you’re able to book a slot beyond 1st September and can add M&S products to your trolley.
ORDERING
WHAT HAPPENS TO ORDERS DUE ON THE 1ST SEPTEMBER THAT ARE CREATED IN AUGUST? WILL THEY BE WAITROSE OR M&S PRODUCTS?
You’ll not be able to purchase Waitrose products for deliveries from September 1st onwards. You’ll be able to add M&S products – plus our Ocado Own-Label, branded and exclusive products – to your trolley in August once you have a slot booked beyond 1st September. We will email you when you’re able to book a slot beyond 1st September and can add M&S products to your trolley.
WHY AM I SEEING OUT OF STOCK ITEMS?
The products you see as in stock will depend on when your order is being delivered to you.
If you have an order booked for delivery in August, you will be able to continue to shop for Waitrose products and all M&S products will show as out of stock.
If you have an order booked for delivery from 1st September onwards, you’ll be able to shop for new M&S products. All Waitrose products will no longer be available and will show as out of stock.
WHY CAN SOME CUSTOMERS SHOP FOR M&S PRODUCTS AND I CAN’T?
Customers who have long-term slot availability will already be able to book deliveries for September. This means they can see what we plan to have in stock for those orders – so they’ll see M&S items as in stock, but Waitrose products will show as out of stock.
WHY CAN’T OCADO KEEP WAITROSE AND M&S AT THE SAME TIME?
We’re unable to stock M&S and Waitrose products at the same time. From 1st September, you’ll be able to buy thousands of M&S products. You’ll continue to find everything you need and love including our wide choice of vegetarian, vegan, organic and free-from foods.
WHAT IS THE FINAL DATE THAT WAITROSE OWN BRAND PRODUCTS CAN BE PURCHASED?
Waitrose products can be purchased and delivered up until 31st August. From 1st September, you’ll be able to purchase M&S products.
FAVOURITES, REGULARS, LISTS AND RESERVED
WHAT WILL HAPPEN TO THE WAITROSE ITEMS IN MY FAVOURITES, REGULARS, AND LISTS ORDERS?
Many Waitrose items in your Favourites, Regulars and Lists orders will be automatically updated with like-for-like equivalents from M&S, so you won’t have to search for replacements yourself.
WILL YOU REPLACE ALL THE WAITROSE ITEMS IN MY FAVOURITES OR SHOPPING LISTS WITH M&S EQUIVALENTS?
We’ve meticulously run through our product ranges to make sure that we have like-for-like replacements for as many products as we can, including those in your Shopping Lists. These will be automatically matched for you on orders scheduled for delivery from 1st September onwards.
Please bear in mind that some of the replacements may not have the same allergen contents. If you have any intolerances or allergies, please check any replacements to make sure they are suitable for you.
CAN WE SAVE OUR FAVOURITES, INCLUDING ALL WAITROSE PRODUCTS, BEFORE YOU DELETE ALL OUR WAITROSE FAVOURITES?
We’re going to transfer all like-for-like matches, so the equivalent M&S products will be automatically added to your Favourites. You can also export your Favourites from your Account Settings before 1st September to remind yourself what Waitrose products are included.
FOR PRODUCTS THAT MATCH BETWEEN M&S AND WAITROSE, WILL THE ALLERGEN INFORMATION MATCH?
We cannot guarantee that allergen information will match due to differences in manufacturing environments. We strongly advise you to check the product details of all replacements to ensure that they are still suitable for you.
HOW WILL THE PROCESS WORK FOR RESERVED ORDERS IN SEPTEMBER?
Waitrose products will be automatically removed from Reserved orders due for delivery on 1st September and beyond. These products will not be automatically swapped with other products – if you want to, please edit your order and add matching products from M&S or other brands. Our sincerest apologies for any inconvenience caused.
WHAT WILL HAPPEN TO THE WAITROSE ITEMS IN MY RESERVED ORDERS?
Unfortunately we’re unable to automatically swap Waitrose items in your Reserved orders with like-for-like equivalents from M&S. You will notice that your Reserved orders for 1st September onwards don’t contain any Waitrose items. If you want to, please edit your order and add M&S products in.
Our sincerest apologies for any inconvenience caused.
WHAT HAPPENS IF MY RESERVED ORDER IS UNDER £40?
We will manually book a Reserved order on your behalf if your Reserved order falls below the £40 minimum order size.
RANGE
WHAT PRODUCTS WILL I NO LONGER BE ABLE TO BUY FROM OCADO?
From September this year we’ll no longer sell the 4,000 Waitrose Own Brand products we currently stock. We have replaced as many Waitrose products as possible with an existing M&S product, or a new one that is being specifically developed by M&S. There are a few products that haven’t been replaced, such as the low-sellers that would naturally have been removed in our range’s normal evolution.
We’re focussed on remaining the supermarket with the best and widest choice, so all our other ranges and brands are staying. We’ll continue to stock big and small brands, smaller suppliers, organic producers, and Ocado Own-Label products you love.
I’LL MISS THE WAITROSE AND WAITROSE ESSENTIAL LINES. WILL THESE BE REPLACED?
Yes. We have made sure that we replace as many Waitrose Own Brand products as we can with near-identical replacements. Whether the original products were from the premium range or the Essentials range, you won’t be disappointed. Most Waitrose Essentials lines will be replaced with an M&S product of near-identical specification.
I THOUGHT M&S HAD A SMALLER RANGE, WITH A FOCUS ON READY MEALS AND CONVENIENCE FOOD. WILL I BE ABLE TO DO A FULL SHOP?
There is no need to worry. Waitrose products currently make up less than 10% of our current food range which also includes Ocado Own-Label, big brands and small suppliers, plus brands exclusive to Ocado, like Daylesford, which in fact account for the majority of our most popular products.
M&S have a great range of prepared meals and on-the-go foods, but there’s a lot more to their range than that. They have a huge fresh offering and have strong relationships with some of the country’s best fresh food producers and suppliers. So, while M&S will replace as many Waitrose products as possible on ocado.com, you’ll also be able to shop for additional M&S products you can’t get anywhere else.
M&S are recognised as the best product developers in the industry and are creating lots of new items that will launch in September. These will fill many gaps and include lots of regular, great-value lines to directly replace Waitrose products.
WILL THE NEW RANGE MEAN MY WEEKLY SHOP WILL COST MORE?
Thankfully, we can report that not only will you still get your M&S favourites like Percy Pigs, but you won’t have to compromise on great value.
You’ll find hundreds of everyday value products from M&S coming into stock, plus new-to-Ocado promotions like M&S Dine-In, a delicious and fuss-free meal at a great price. Don’t forget all the fantastic ways you can already save on your weekly shop, like the hundreds of offers on brands you love, plus our great value Ocado Own-Label range.
WILL PRODUCTS REALLY BE THE SAME QUALITY AS WAITROSE?
M&S’s food quality is fantastic: they’re rated number 1 on quality food in UK grocery. 8 out of 10 M&S customers agree M&S sell great quality food. (Kantar Millward Brown survey 2018-19)
That’s why we’re certain that come September, you’ll be able to enjoy our best ever range.
HOW WILL YOUR RANGE OF ORGANIC PRODUCTS BE AFFECTED?
It won’t be – we’ll still be the organic supermarket of choice with over 5,000 items across Ocado Own-Label plus popular, customer-favourite organic suppliers such as Biona and Daylesford. For deliveries from 1st September and beyond we will also stock hundreds of M&S organic products.
HOW WILL YOUR RANGE OF VEGETARIAN AND VEGAN PRODUCTS BE AFFECTED?
We’ll still offer over 6,000 vegan items. If it’s a vegan item from Waitrose you’re thinking of, you should be able to find an equivalent M&S product. We’ll also be including the exciting M&S Plant Kitchen range, which means our plant-based range will be full of exciting new options for you to try.
HOW WILL YOUR RANGE OF FREE-FROM AND OTHER DIETARY REQUIREMENTS BE AFFECTED?
Most of our Waitrose Own Brand ‘Free-From’ lines will be replaced with the same or similar M&S ‘Made Without’ product. We’ll continue to stock all the other free-from brands that we currently offer on ocado.com, allowing us to continue offering an enormous and ever-growing free-from range.
We’ll continue to live our philosophy of catering for many different speciality diets, such as free-from, international, halal and kosher. We pride ourselves on making it easy to shop for the food and drink you want and need – that’ll never change.
Please bear in mind that some of the replacement items we swap into your Favourites may not have the same allergen contents. If you have any intolerances or allergies, please check any replacements to make sure they’re suitable for you.
WHAT M&S BRANDS WILL YOU BE STOCKING?
You’ll be able to buy a whole range of M&S products including those from their Balanced For You, Count On Us, Made Without, Plant Kitchen, Gastropub, Our Best Ever and Organic ranges.
WILL YOU BE SELLING M&S HOMEWARE?
We’ll be stocking hundreds of home and lifestyle products. That means the kitchen and homeware you’re after, as well as essentials like kids’ products and hosiery, will be available at ocado.com.
WILL WE BE ABLE TO ORDER THE M&S FOODS FOUND CURRENTLY IN M&S STORES, OR ARE WE GOING TO GET ACCESS TO SPECIALLY CREATED FOR OCADO STUFF? FOR EXAMPLE THE FRUIT VEG, MEAT AND FISH?
You’ll be able to shop for thousands of M&S products at Ocado; from fruit, veg, meat and fish staples currently found in M&S stores, to a new and exciting set of products, specifically developed by M&S, so that you’ll be able to continue to do your full shop.
WILL CUSTOMERS BE ABLE TO ACCESS THE M&S FOOD-ON-THE-GO-RANGE? E.G. SANDWICHES?
The Food on the Move range is not available on ocado.com. We are constantly reviewing our range though, so keep an eye on ocado.com.
SUSTAINABILITY
DOESN’T M&S FOOD HAVE MORE PLASTIC/ LESS SUSTAINABLE PACKAGING?
Please rest assured that we take our responsibility as a retailer very seriously. As such, our use of plastic is something we are constantly reviewing.
We’re founding signatories of the UK Plastics Pact; an industry-leading initiative backed by WRAP and the UK Government to tackle plastic as pollution and create an environment where plastic never becomes waste. We’ve been working hard to make the packaging on Ocado Own-Label products as sustainable as possible.
We do understand, however, that you’re particularly interested in M&S food and drink packaging. M&S is a member of the UK Plastics Pact and have committed to have 100% recyclable plastic packaging in the UK from 2022. For further information, please visit https://corporate.marksandspencer.com/
WHAT IS THE M&S STANCE ON ANIMAL WELFARE?
M&S are committed to ensuring the highest standard of animal welfare. For further information, please visit https://corporate.marksandspencer.com/sustainability
M&S INCENTIVES
WILL OCADO BE ACCEPTING M&S GIFT CARDS?
Unfortunately, we’ll be unable to accept gift cards for M&S products through ocado.com
Will I be able to use my Sparks card, and will I get my Sparks offers when shopping with Ocado?
You won’t be able to use your Sparks card on ocado.com.
CAN I GET M&S LITTLE SHOP COLLECTABLES?
This is an M&S in-store initiative only which ends on 31st August 2020. It won’t be available through ocado.com
OTHER
WILL M&S PRODUCTS ALSO LAUNCH ON OCADO ZOOM ON 1ST SEPTEMBER?
Yes, over 1,000 M&S products will be available for deliveries from Ocado Zoom from Tuesday 1st September.
IS THE JOINT VENTURE WITH M&S GOING TO BE COUNTRYWIDE OR JUST CERTAIN AREAS?
It will be available in all our delivery areas.
Will I be able to return products to M&S stores e.g clothes/homeware?
As M&S and Ocado are two separate businesses, your returns will need to be returned to the point of purchase. In the case of ordering from Ocado, M&S items will need to be returned to your Ocado driver during delivery.
MY MAIN PROBLEM WHEN SHOPPING WITH M&S IS THE USE-BY DATES; THEY ARE ALWAYS SO SHORT IN COMPARISON TO WAITROSE. WILL THIS BE IMPROVED?
We aim to give as long a life as possible and, as we don’t pick from stores, our produce comes straight from our suppliers to our climate-controlled warehouse and then on to you. On all fresh items we’ll show you a Life Guarantee, the minimum number of days you can expect the item to last. This will be the same when we have M&S products on the website.