Ocado faces major backlash from Smart Pass customers not receiving deliveries despite being charged

Ocado has sparked outrage from customers on social media after offering to refund anyone who paid for its “Smart Pass” service in March.

Smart Pass holders pay £10.99 a month and are guaranteed unlimited deliveries free of charge, while also receiving monthly offers.

READ MORE: Ocado apologises to customers stating it “simply does not have the capacity” to meet demand

The online grocer took to Twitter yesterday to apologise to the growing number of Smart Pass holders who were unable to access any delivery slots but were still being charged for the service.

Despite offering a refund to anyone who received one delivery or less throughout March, customers remained outraged at Ocado’s handling of the situation.

Smart Pass holders are required to fill out a form to receive a refund and can alternatively choose to donate their fee to food bank charities, or cancel their subscription.

One customer argued that as the service being paid for was not being fulfilled Ocado should issue automatic refunds.

Another questioned why only customers paying over £5.99 would receive a refund, after Ocado confirmed those paying less “would still go ahead”.

This comes after Ocado issued a public apology to its customers, who have struggled to get any delivery slots at all, stating it simply did “not have the capacity to meet demand”.

According to the blog post, Ocado has seen web traffic 100 times higher than usual, while enquiries to its contact centre were up 500 per cent.

Despite stopping anyone new from signing up to its service, Ocado said “practically every one” of its nearly 800,000 customers are now placing at least one order every week.

Average order size has also reportedly risen 50 per cent during lockdown meaning fewer orders can be delivered with each journey.

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Delivery / Supply ChainEcommerceNews


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