Ocado are extremely poor to deal with. They have let us, friends and family down with deliveries on more than one occasion. Their escalation routes are pathetic and their Directors are even worse. They couldn't care less about how their service failures affect customers. We make plans to receive deliveries and on more than one occasion they have on the evening itself called to cancel (post 23:30!). There is no regard to the fact people have stayed up waiting until then. There is no regard to the fact that they are leaving us without things we needed for the next day. When this happens Ocado don't think they should reorganise the delivery and also make it up to you. Instead they expect the customer to call Ocado again to reorder. The call centres are also disorganised as is their Twitter team who are quick to respond with the most unhelpful messages. Their entire service team all the way up to Directors is disjointed and they are just a very insincere company to interact with. One director called me the first time there was an issue which I guess was to demonstrate that "he cared". He assured me lessons would be learnt in the future but the same exact mess happened again. In retrospect this Director was just ticking a box and he probably also did it to make himself better and believe he was they type to get his hands dirty and really interact with customers. My guess is that this was a one off. Nevertheless - box ticked. This time he wasn't so keen to deal with me and in the very end palmed me off to his wider and very generic service team. It's this detachment from the impacts on us the customer that is going to be Ocado's downfall. They don't get it and are pretty arrogant at senior level. I'm disgusted by them and after 50+ weekly shops with them over the years they have lost our custom. Mistakes happen but Ocado and their directors are just arrogant. They make me feel like it is my responsibility to get my cancelled/failed delivery reorganised. They do not make me feel like my order is worth it to them but they really don't want our poor experiences to get out. From speaking to friends and family cancelled deliveries are being experienced by others and the way Ocado handles the aftermath is pathetic. What do I want? Nothing actually. The process should be: Customer places order. Order arrives as organised. If it goes wrong Ocado fix it and make it up to us promptly. Is that not simple enough? Ocado don't get that. If you challenge them or the way they operate in the way I have described they bump you off, put you into a category of "not worth it" and try to sweep it under the carpet. That's the way they come across to me