Streetlife

we had exactly the same experience few months ago, and then decided to go back for deliveries with Ocado !

Yes. me too. It's a shame because Waitrose delivery service is free while Ocado's isn't. But if half your items are 'substitutes' you didn't want, it's no contest. I think Waitrose deliver from a huge central London warehouse. Isn't anyone doing a proper inventory?

I've not yet been 'brave' enough to try Waitrose, but have heard lots of stories about people being disappointed. We use Ocado and they don't often let me down. One issue they do have is the packing can be careless, soft veg, fruit or biscuits underneath heavy items. They apologise and refund, but also don't offer to redeliver. I think that must be standard practice.

We signed up to Ocado when there was a promotion on a daily deal site offering a year of free delivery.

I used Waitrose once, but it was awhile ago so don't remember in detail.  I think their service was fine, but I chose to stay with Ocado because the selection was better.

uhho ! I have only just placed the first order for delivery tomorrow . Fingers crossed !
MrsAmanda ..smart move on signing up to Ocado's free delivery !

Take it up with the head office .. if the local outlets aren't performing to a satisfactory degree - they can't do anything about it if they don't know.  Head office used to be Victoria Street - might still be.  They are extremely good at sorting out inconveniences such as this .. they are all partners - no shoppers - no shares.

Waitrose Head Office is Bracknell, John Lewis Partnership is Victoria Street - either way you should get a decent response to your complaint.

I also signed up to Ocado during an offer. I got money off my first delivery, a free bottle of wine on my second of a type I had ordered in the first delivery then a discounted deal on the delivery pass for the year. They are running a deal with groupon today. I have not read the small print as it is only available for new customers.

http://www.groupon.co.uk/lp/PK9/index.php?dealid=7238950?nlp=&CID=UK_CRM_1_0_0_179&a=1664

My Ocado free delivery ends in August, I might get my husband to sign up for this Groupon deal, free 'anytime' delivery for 6 months is pretty good.

Hi all - there's a 'Groupon' offer today - six months free delivery and £50 of groceries for (I think) £45 from Ocado - so move fast if that's what you want!

I had a total nightmare with Ocado a few weeks ago.  Rang 3 hrs ahead of delivery and told me it would be about 4 hours late.  we resheduled it and it never turned up and no-one called me.  I called them at the end of the hour as I was due to go out.  We negotiated another delivery time 11 pm - not my ideal at all but was the only way I was going to get the order that I needed to do a massive cooking session the next day.  I had to cut short my evening out in central London to be back in time for it.  The girl then says "So we will be with you at 10".  Er, no, I said!  Anyway got home at 11 pm, exhausted and not really having the energy to put away the shopping as I suffer from fatigue.  Waited up....no delivery.  Call customer services, no reply as they close at 10 pm.  Eventually I go to bed and sleep fitfully as I am half listening out in case it is delivered even later.  The next day when I am sleeping, they call me and wake me up and tell me they are delivering in 10 minutes!  Yet no-one called me the night before to say that the twice re-arranged delivery would still not be delivered at 11 pm to midnight.  And to add insult to injury so to speak, I would not be getting my frozen items.  So like the person above, I had to go the supermarket anyway.  So what did they do?  Two money off vouchers (but that means you have to go back to them and spend again with them).  And you can only use one voucher at a time so I am forced to shop twice more with Ocado to get my compensation for what was truly awful service.

Got my first delivery from Waitrose today . Had ordered from the London branch , not Clapham . SO far, so good . Only 3 items were missing but I got all the promotional deals that I had ordered. 
Also got a free jute bag and good service from the driver. He offered to help keep the bags inside etc .

Still not sure about Ocado. TO begin with , they dont have enough baby stuff for me to order .

Thanks everyone for your comments. To be fair to Waitrose.com, their Customer Services have finally replied today and assured me that my "experience does not reflect the high standards we aim to achieve" - and a voucher is in the post. Not sure whether I'll bother using again, though, don't need the additional hassle.

They are useless. They delivered only 10 items out of a large order the other night! Sorted now but took 3 phone calls etc etc. Will go back to Ocado!

TB:  Where is the Clapham branch?  I know they have one in Wandsworth and one at Clapham Junction.  One in Clapham might suit my friend better.

hey Vivian ,

The one on the Clapham Junction High Street is the one I meant . The instore deals are fine but not a lot of deals show up online if you want delivery from there.

cheer

Where is Clapham Junction High Street? Do you mean St Johns road Battersea.

I think the muddle arises like the battersea/Clapham place name dispute!  There is a Waitrose in Wandsworth, Clapaham Junction and Balham but not Clapham Common/Clapham North area.

If people are so muddled how do they find their way around?  I lived in the area for years and it was always Battersea never confused with Clapham.