Daily Mail

Ocado can­cels or­ders as M&S tie-up proves ‘too pop­u­lar’

- By Sean Poul­ter Con­sumer Af­fairs Edi­tor

THE first day of Ocado’s part­ner­ship with Marks & Spencer got off to a bumpy start yes­ter­day after it failed to de­liver the goods.

Shop­pers com­plained that or­ders booked weeks ago were can­celled, some­times with very lit­tle no­tice, as the launch proved to be ‘too pop­u­lar’.

Oth­ers crit­i­cised de­lays in get­ting on to the web­site, ap­par­ently caused by high de­mand, and a long wait for a de­liv­ery after slots were snapped up.

M&S paid £750mil­lion for a 50 per cent share of Ocado’s re­tail busi­ness, which al­lowed it to oust Waitrose as the on­line gro­cer’s main food part­ner.

But it seems Ocado was un­able to cope with the de­mand and many cus­tomers took to so­cial me­dia to com­plain. Stu­art Marks wrote on Twit­ter: ‘Big me­dia splash around new part­ner­ship but you can­cel my de­liv­ery slot for this morn­ing, which has been booked for weeks. To­tally unac­cept­able cus­tomer ser­vice. What a mess!’

An­other shop­per, Janet, told Ocado it should ‘not have taken more or­ders than you could de­liver’.

Ocado apol­o­gised but in­sisted only very few cus­tomers suf­fered can­cel­la­tions. It said: ‘The M&S launch has been in­cred­i­bly pop­u­lar. We have seen a surge in de­mand in the run-up to launch, which has im­pacted a very small num­ber of or­ders to­day.’

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