Unfortunately, this deal is no longer available
For Ocado Smart Pass customers (who pay for delivery up front) - Refund available for March! £9.16 - £10.99!
267° Expired

For Ocado Smart Pass customers (who pay for delivery up front) - Refund available for March! £9.16 - £10.99!

17
Posted 6th Apr

This deal is expired. Here are some options that might interest you:

For those ocado customers who pay up front for your delivery costs using the Smart Pass membership scheme, you can get a refund BUT only if you apply using the link on their website. I stumbled across it on their faq page.

For me this is a £9.16 refund for March as I pay annually, for others who pay quarterly or monthly it will be a bigger refund - £10.99 for the monthly one & £10 for the six monthly scheme.

I expect they will do similar for April, given that Smart Pass customers can only now order every 10 days. It does state that "We will honour this refund process for future months" - I imagine you will need to re-apply each month each time to get it refunded.

Here is what they state on the website:

We’re sorry that you are not experiencing the level of service and value you normally get from your Smart Pass membership. If you are a paying Smart Pass customer and you did not receive an order during the month of March, we are happy to refund your account for this month. We’ll refund a prorated amount if you pay your fee on an annual or biannual basis. Alternatively, you can donate your refund to one of our food bank charity partners. Please complete the Smart Pass Refund form.

We will do our best to process this as quickly as possible. We kindly ask for your patience whilst we deal with extraordinary volumes of inbound messages at this time.

We will honour this refund process for future months.
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Their communication has been terrible.

If they had just announced that they would be rightly prioritising vulnerable groups and that they were requesting their existing customer base, where able, to temporarily visit physical shops until the crisis was over, there wouldn't be so much bad will towards them.

Instead they made repeated promises they couldn't keep (e.g sending out emails to SmartPass subscribers saying they would be contacted for priority access to weekly slots) and have needlessly wasted huge amounts of time of the people who were their customers before, and who they're hoping will still be their customers after, and through the switch from Waitrose to M&S products this summer.
They have been no better or worse than anyone else to be fair. No company can keep customers happy throughout this. It's a nightmare for all concerned really.
17 Comments
Why is this in google docs!? I would verify first.
Thank you for posting :))
filled it out but only just saw if 'didn't have a delivery in March... I had 4 weeks set up in advance at the start of the crisis
"I expect they will do similar for April, given that Smart Pass customers can only now order every 10 days. It does state that "We will honour this refund process for future months" -"


It's every 7 days, and the refund is only if you didn't have a delivery at all in March. Personally speaking I think Ocado have been brilliant throughout this.
Been told by Ocado i can get 1 delivery every 10 days.
Their communication has been terrible.

If they had just announced that they would be rightly prioritising vulnerable groups and that they were requesting their existing customer base, where able, to temporarily visit physical shops until the crisis was over, there wouldn't be so much bad will towards them.

Instead they made repeated promises they couldn't keep (e.g sending out emails to SmartPass subscribers saying they would be contacted for priority access to weekly slots) and have needlessly wasted huge amounts of time of the people who were their customers before, and who they're hoping will still be their customers after, and through the switch from Waitrose to M&S products this summer.
They have been no better or worse than anyone else to be fair. No company can keep customers happy throughout this. It's a nightmare for all concerned really.
I've had an Asda delivery pass for the last 5 years. Also wondering whether I should cancel as obviously it's impossible to book a slot these days.
idioteq06/04/2020 09:34

Why is this in google docs!? I would verify first.


it states at the bottom that this form was created inside ocado. also its a link from their FAQs listed on their site, so it all looks legit to me. Looks like a good use of google forms to me!
davidg_croydon06/04/2020 10:18

"I expect they will do similar for April, given that Smart Pass customers …"I expect they will do similar for April, given that Smart Pass customers can only now order every 10 days. It does state that "We will honour this refund process for future months" -"It's every 7 days, and the refund is only if you didn't have a delivery at all in March. Personally speaking I think Ocado have been brilliant throughout this.


no - its every 10 days you can order. check the details again. Here is extract from the email they sent out

Booking your deliveries:As a loyal customer, we’re offering you the chance to have one delivery every 10 days.Obviously, if you don’t really need a delivery that often, there’s no need to book every time. It will give us the chance to offer more slots to other customers who need them. As there will need to be a gap of 10 days between deliveries, you won’t be able to see available slots 9 days either side of any slots you have booked.
Edited by: "gingertips" 6th Apr
I have used regular slots from Ocado, Tesco & Asda for many years as I am housebound.
Since this crisis began I have been unable to get onto Ocado website for hours at a time, this did not initially happen with either Tesco or Asda. When Ocado did eventually seem to get their act together and finally gave me (as a smart pass holder) occasional access I found they have put their prices up, not a massive amount but 50p here & there, they have no offers available and I do not feel this is right but is taking advantage of the situation & they should be taken to task for this.
asda have had occasional problems with the site being overcrowded but they have taken steps to alleviate this albeit annoying that you can’t now just go in & amend your order at any time but only in the 2 days before del so if I need to add anything I have to make a note to remember to do it at that time. They also still have offers available.
Tesco, I have found, have coped the best and even though my deliveries have been curtailed I feel this is fair & that throughout this crisis Tesco have coped the best. They, too have offers available
Ocado don't seem to have put their prices up - just not renewed their offers. So there are few offers left. And this gets worse each week. Usually these offers move around products and you can find some better deals. I guess that they are spending time looking at deliveries, web site and so on rather than offers. Which I'm OK about as the service they provide is so important to many at the moment
I just booked the next two deliveries no problem (I have a smart pass and can have one slot every 7 days). What I did miss at first was you need to click on the little calendar on the "book a delivery " page...

I think Ocado have been pretty good given the circamstances.
Edited by: "simon77" 6th Apr
gingertips06/04/2020 12:02

no - its every 10 days you can order. check the details again. Here is …no - its every 10 days you can order. check the details again. Here is extract from the email they sent out Booking your deliveries:As a loyal customer, we’re offering you the chance to have one delivery every 10 days.Obviously, if you don’t really need a delivery that often, there’s no need to book every time. It will give us the chance to offer more slots to other customers who need them. As there will need to be a gap of 10 days between deliveries, you won’t be able to see available slots 9 days either side of any slots you have booked.



Think it may depend on where you live or something. Here's the extract from our e-mail...

We consider you one of our most loyal customers, so we’re offering you the chance to have one delivery every 7 days.Obviously, if you don’t really need a delivery that often, there’s no need to book every time. It will give us the chance to offer more slots to other customers who need them.As there will need to be a gap of 7 days between deliveries, you won’t be able to see available slots 6 days either side of any slots you have booked. However, we will let you see slot availability two to three weeks ahead of time – so it’s easier to plan in advance.
Edited by: "davidg_croydon" 6th Apr
davidg_croydon06/04/2020 13:29

Think it may depend on where you live or something. Here's the extract …Think it may depend on where you live or something. Here's the extract from our e-mail...We consider you one of our most loyal customers, so we’re offering you the chance to have one delivery every 7 days.Obviously, if you don’t really need a delivery that often, there’s no need to book every time. It will give us the chance to offer more slots to other customers who need them.As there will need to be a gap of 7 days between deliveries, you won’t be able to see available slots 6 days either side of any slots you have booked. However, we will let you see slot availability two to three weeks ahead of time – so it’s easier to plan in advance.


my bad! Thanks for update - fingers crossed it wont be much longer until things start to improve.
njmbtn06/04/2020 12:48

Ocado don't seem to have put their prices up - just not renewed their …Ocado don't seem to have put their prices up - just not renewed their offers. So there are few offers left. And this gets worse each week. Usually these offers move around products and you can find some better deals. I guess that they are spending time looking at deliveries, web site and so on rather than offers. Which I'm OK about as the service they provide is so important to many at the moment


njmbtn06/04/2020 12:48

Ocado don't seem to have put their prices up - just not renewed their …Ocado don't seem to have put their prices up - just not renewed their offers. So there are few offers left. And this gets worse each week. Usually these offers move around products and you can find some better deals. I guess that they are spending time looking at deliveries, web site and so on rather than offers. Which I'm OK about as the service they provide is so important to many at the moment


I’m not sure, even their Flash sales are only 33% off when they used to be 50% off. I find that they are very expensive at the moment, which means that the vulnerable people that they’re supposed to be helping end up having to pay through the roof for their products. As most people on hotukdeals would agree, the RRP is not really what most people expect to pay anymore....all store still seem to have some offers at the moment, except for Ocado, who therefore seem to be cashing in on people when they’re vulnerable and depend on them. Also not happy that the midweek smart pass is pretty much useless at the moment, considering the lack of available deliveries, meaning I’ve had to book on a Sunday delivery and therefore paid for it....
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