Poor service. Driver phoned shortly before delivery due to say that he could not make it due to floods (Amazon did!). Be that is it may, the Ocado system updated to say it had been delivered, when it had not been. Phoned the next day and was told it would be sorted out. The following day Ocado took the money from my credit card. Phoned the following day to be told the driver had been off and therefore still investigating the claim. Only when I asked to speak to supervisor was I told I would be refunded. The moral of this case is that good service is rectifying things immediately you become aware of a problem, not days later after causing your customer hassle.
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