How have you amended your standard delivery process to protect your customers and drivers?

The safety and well-being of everyone who uses Ocado, both customers and colleagues, is our priority. Following the advice from the World Health Organisation and UK Government with regards to the Coronavirus (COVID-19) outbreak, we have reviewed our delivery process and made the following changes:

  • When delivering groceries, our drivers will knock on your door or ring the doorbell. You’ll be greeted as normal, but our drivers will place the bags containing your groceries onto your doorstep (rather than bring them into your home).  If you live in a flat, please note that we’ll still try to deliver outside the front door of your flat but our drivers may call you to ask if they can drop off your shopping outside of your building instead.
  • You can still return substitutions at the door – the only difference, for now, is that your driver will first ask if you’re happy with them and, if not, will take back the substitutions before you pick up the shopping. Unfortunately, they can’t take back substitutions if you’ve already touched your shopping. After your shopping has been delivered, you can request a refund on any substitutes you do not want in the My Orders section of the website. Simply select Incorrect Substitution as your reason and we’ll refund in full. 
  • Challenge 25 checks of age-restricted items will continue as normal and customers will still be able to accept or return substitutions on the doorstep. 
  • We resumed charging for, and buying back, carrier bags on 22nd September. Please find more information at our blog on the correct process to follow to ensure the safety of our drivers and yourself. 

All our frontline colleagues have temperature checks on arrival at our warehouses. They also have mandatory, weekly tests so we can continue to safely provide a vital service to as many customers as possible.

During this period of exceptionally high demand for deliveries, we’re working hard to ensure that we get as many groceries into as many homes as possible in the safest manner.

Please let us know if you’re self-isolating by contacting our Customer Service team through the Contact Us form. 

Thank you for your support and understanding.

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