I've been a customer for 5 months ordering from Ocado every week until today. I came back home early from work to pick up the delivery in 7-8 PM delivery slot. To my surprise at 7.03 PM I received an email saying that I missed the delivery, completely confused tried to call the customer service at 7.04 PM but all lines were busy so I decided to respond to the email asking if it was a mistake or miscommunication since there was definitely no delivery. The customer agent whos name was Jeremy responded with a passive-aggressive email about them calling me 4 times and not being able to reach me or access my building, trying to contact me several times through intercom, etc.. (All in 2 minutes lol). Basically he told me that it was my fault I'm going to be charged for a missed delivery and that I am lying that I was at home. I panicked a bit and went to check with my building concierge if there was anyone waiting but he assured me that no Ocado delivery guy was in or next to the building in the last half an hour. I tried looking for a 'missed delivery card' which they leave in case of missed delivery and provide the time that they were there, but wasn't able to find it anywhere, checked my mailbox, checked with concierge, nothing. Contacted customer support again but they told me that 'it's due to my fault and they followed their procedure, therefore I will be charged' and again accused me of lying that I was at my own home. I asked if we can find a solution but he stopped responding. I tried calling again but was on hold for another 40 minutes. As I understand there was some sort of miscommunication and my delivery for some reason didn't arrive, I am not accusing them of lying, maybe there was an error, maybe the delivery guy entered a wrong flat number and tried to call someone else, it was dark outside. But I contacted you guys to resolve a problem, find a solution and asked for help and all you did was accuse me of lying and told me that I will be charged for the missed delivery and that it was my fault. Why not help me, why would you accuse me of lying? I was just asking for a redelivery. Awful customer service, no champagne bottle or 'free delivery for 3 months' can make up for customer service like that, will never ever use this company I will make sure that none of my friends and family use it.