Furious Ocado customers were left hungry after the online grocery retailer cancelled deliveries at the last minute this week.
The cancellations came after an Ocado Customer Fulfilment Centre (CFC) in Kent had to be evacuated following a fire at a nearby factory.
Ocado apologised to affected customers and said it will resume deliveries as soon as we can.
In an email sent to customers, Laura Harricks, Chief Customer Officer at Ocado Retail, said: Were very sorry, but were unable to deliver your Ocado order. Of course, you wont be charged for this order.
She added: You can rebook the same order if you like. Just log in to ocado.com as normal and select Rebook to choose a new date and time.
Ocado customers have been left hungry after their orders were cancelled this week, due to a fire near an Ocado Customer Fulfilment Centre (CFC) in Kent
To make it up to you, heres a £20.00 voucher. Its valid until 16/12/2024. Thank you for your understanding. Sincerest apologies.
Despite the apology, disgruntled customers took to social media to vent about the inconvenience.
Karen Garner said on X: Order cancelled at short notice tonight for 6am delivery. Not much notice.
Shops shut so cannot go out now. When I wanted to cancel at short notice you were not understanding at all - going to be charged for the items that had not even left the depot. Double standards.
She added: When I had a crisis, Ocado were not understanding to me and and would not let me cancel.
Darren J said: Very disappointed in you Ocado, you cancelled my order as well. Will need to go shopping in town now!!! How do I refund my Smartpass I paid for?? £20.00 compensation very poor.
He added: Very disappointed Ocado are getting worse than Tesco.
Meanwhile, Mark Woollard commented: Really reassuring that your IT issue of last week continues with a £10.00 voucher sent out to me tonight as way of apology to a completely different person and of the opposite sex. By way of example of customer service cancel my order and offer £20.00 voucher.
Karen Garner took to X to complain of Ocados double standards
Ms Garner said Ocado were not understanding when she needed to cancel her order previously
Darren J said he was very disappointed in Ocado, adding that he will need to go shopping in town now!
Darren J said on X that Ocado are getting worse than Teso
Mark Woollard also came to X to complain about his customer experience with Ocado
Lizzie Charlton said: My delivery for today was just cancelled with only three hours notice. No slots until Wednesday. Im not at all happy, and £20 compensation is not adequate for the inconvenience.
Another X user wrote: F***ing hell. My Ocado shop has been cancelled due to a warehouse fire. Which is inconvenient because Im not allowed to drive or do any strenuous activity, and because Ive lost my bank card. But Ill survive, especially as theyve sent me a £20 voucher to use.
Karen Sullivan said: Youve cancelled my order TWICE in twelve hours, now nothing until Thursday, which is too late. What is going on?? This is not OK.
Upon being informed of the fire, she said: Yes, I see that. Not good, and obviously an emergency.
Issue is that they cancelled one and encouraged me to rebook, and then cancelled that one, too. So no time for me to make contingency plans.
Brendan Clarke said on X: I got a notice that delivery couldnt be achieved for today at 6 30 am.
I rebooked for 7pm tonight and received confirmation as attached. Now Ive received another cancellation and automatic rebooking for tomorrow at 7am. What is going on? Unacceptable!
Nick Bailey posted: Ocado cancelled this mornings order and cant book another slot! What is going on?!
When I then have to go and shop elsewhere for the goods, taking time out of work, I assume you will reimburse me?
Lizzie Charlton said she is not at all happy, branding the £20 voucher not adequate for the inconveniece
One Twitter user resorted to expletives to express their frustration
Karen Sullivans order was cancelled twice in 12 hours
Ms Sullivan complained that he had no time to make contingency plans
Brendan Clarke told Ocado on X that his multiple cancellations were unacceptable
Nick Bailey said he would have to take time out of work to shop elsewhere
Kate Evans wrote: Our delivery has now been cancelled twice with no explanation. Is it safe to re book for later in the week, or should I give up and try Waitrose instead?
Gill added: So was told last yesterday eve that this mornings early order was cancelled. So rebooked for this evening; now been told that is cancelled.
Looked to rebook but nothing available until Thursday evening. What is going on ?
And Debra Bensted-ford wrote: Ocado booked for Monday, they cancelled. Rebooked for today, just had text cancelling again. Ive rebooked 3rd time now, will it arrive?!
Kate Evans said her delivery was cancelled twice with no explanation
Gill also faced multiple cancellations, asking: What is going on?
Brenda Bensted-ford questioned whether her 3rd booked delivery would even arrive
A spokesperson for Ocado told the Retail Technology Innovation Hubt (RTIH) that it had been asked to evacuate its CFC in Erith, Kent, following a fire at a nearby factory.
They said: Due to an incident at another factory in the retail park, all businesses in the local area have been told to evacuate their sites as a precaution.
As a result, weve had to cancel orders going out from Erith CFC.
We apologise to customers whove been affected and well resume deliveries as soon as we can.
The incident is ongoing, with Ocado waiting to hear from the authorities about next steps and when it will be able to return to the warehouse.