Ocado customers fume as Marks and Spencer tie up launches

Ocado will from today be selling and delivering food from M&S rather than Waitrose.

M&S splashed out £750 million last year to acquire a 50% stake in Ocado’s retail business.

Over the weekend, Ocado’s Chief Executive Tim Steiner hit out at Waitrose as the two got ready to officially part ways, ending a 20 year relationship.

Also of interest: Waitrose preps 12 week Deliveroo trial

He told The Sunday Times: “They [Waitrose] have done an advert saying ‘we’ll take it from here’ or something. Well, they can’t take it from here because they don’t have the technology, the infrastructure or the systems. To put it bluntly, they don’t understand the online market like we do.”

This morning, however, all is quiet at Waitrose, whilst Ocado’s Twitter timeline is full of customers complaining about cancelled orders on day one of the M&S tie up.

Here are some of our personal faves.

My order due 2pm tomorrow has been cancelled . I booked the slot over 10 days ago. I have been an Ocado customer for 10 years. Day 1 of M&S and I want to know how I can cancel my membership
— Julie Walker (@JulieWalker48) August 31, 2020

I've been wanting to cancel my @Ocado membership for some time now. I pay for the privilege of next day delivery, but it is virtually impossible to ever get a next day slot.

This M&S debacle clinches it.
— Jez Bell❣️ (@jezzie_bell) September 1, 2020

Day one of @Ocado supplying @marksandspencer food. All of our M&S food has been substituting for bland generic alternatives. Even decided to swap M&S Egg Custard Tarts for Mr Kipling Jam Tarts. Not a good start guys!
— Philip Mason (@pipmason) September 1, 2020

Ocado and M&S did not respond to our request for comment.

However, the former’s social media team told one customer that the M&S launch had been “incredibly popular and we're experiencing high demand currently. We apologise if you did not receive the exact items you ordered.”