Ocado failed to deliver my order and they have charged me for perishable items. We have checked the cameras and during this time no Ocado van arrived. I have contacted Ocado who do not care and said they will be charging me because the driver cancelled my order. The driver is at fault I received no call and there is a Conceirge number to call on our gates this was not called either. I have been charged but lots more than I was told so I guess they have charged me premium for substitute items. My last order totalled nearly £400. I received damaged items, cracked eggs and paid an additional £32.85 for substitute items which were really poor quality. Ocado enough is enough never have I been treated so appallingly by a company. Your customer service representatives do not listen, clearly you are so flooded with complaints you are not spending time to deal with these properly. The fact is your driver did not follow the correct protocol and I will not be using you again and neither will my family. You have lost yet another loyal long-standing customer. I hope you treat your Marks and Spencer’s customers with more compassion. Just for the record Tesco and Morrison’s provide substitute items at this time at no extra cost and they are their finest range. My friend said she ordered with an online supermarket who missed some of her order so they returned that same day to deliver. If Ocado thought about how to mould their corporate approach in a time of crisis I feel they would receive only positive reviews. As it stands Ocado’s reputation will not recover from the reviews online there are far too many. Shame on you Ocado I see you as a thieving company now.