We made our first online order last week and chose the option to collect in store since we both work full time. Our collection slot was 6-8 p.m. At 3.15 p.m. that day I received a call from an Asda delivery man asking if anyone was at home to take delivery. When I told him that I had, in fact, chosen the collect in store option he sounded somewhat bemused and just said "Oh, OK". He assured me that my order would be in my chosen store at the correct time. That evening, we arrived at the store at 7 p.m. to collect our order. 3 bags were brought out. One containing an item of frozen food which had not been kept in a freezer and had consequently defrosted and a tub of butter which, again, had not been kept in a fridge and was starting to melt. I had ordered 8 tubes of hair conditoner which were on offer for 2 for £6. The delivery note stated that only 3 had been delivered. The bags contained only 2 items. We had been wrongly charged. The store manager and assistant did apologise (although to be fair this wasn't totally their fault). The store manager called customer services for us and, after waiting around 15 minutes for someone to pick up the phone, we were told that someone would be in touch. The store refunded me the money for the frozen and chilled items which were now unusable. On returning home, we called Customer Services ourselves and after waiting on the line for 20 minutes for someone to answer our call, the matter was sorted out and a refund promised (which would take 5 working days). At no stage did anyone on the phone offer any sort of apology for our inconvenience or any sort of compensation. Needless to say, we will be sticking with Ocado from now on!