End in sight for Ocado grocery delivery woes as online retailer returns to Erith CFC following factory fire

Yesterday, we reported on Ocado customers being left fuming as the online grocery retailer cancelled deliveries at the last minute.

Shoppers were asked to rebook slots on Monday and Tuesday and were offered a £20 voucher by way of apology.

A spokesperson for Ocado told RTIH that the company had been asked to evacuate its CFC in Erith, Kent, following a fire at a nearby factory.

“Due to an incident at another factory in the retail park, all businesses in the local area have been told to evacuate their sites as a precaution,” the spokesperson said.

“As a result, we’ve had to cancel orders going out from Erith CFC. We apologise to customers who’ve been affected and we'll resume deliveries as soon as we can."

A London Fire Brigade spokesperson said: "The incident involves a corkscrew conveyor belt which was alight, and crews are now working to reduce it to the building's ambient temperature.”

“The location of the corkscrew is difficult to access, limiting the response of crews. As a result this is a protracted incident, and firefighting operations will extend into tomorrow (Wednesday, 18th).”

Back in action

We can now report that Ocado staff have been allowed back onsite.

A spokesperson said: “Due to the amazing efforts of the London Fire Brigade, we were allowed back into our Erith site late last night.”

“Our team had been on standby, waiting for the cordon to be lifted, and worked throughout the night to make sure that deliveries to our customers can restart as soon as possible.”

Further updates to follow.

Disgruntled customers

Ocado has, somewhat unsurprisingly, been receiving an onslaught of criticism on social media from disgruntled customers.

On X, lin wallis said: “Your customer service is very poor following the fire at the oil refinery near your Erith depot. Wouldn’t have been in your customers best interests to post a statement saying that’s the reason delivers are not happening and why we can’t rebook.”

NB: Ocado did message and email customers on a regular basis, providing updates on the situation. Its customer service people also responded to people on social media.

Rani B fumed: “Delivery cancelled 10 minutes AFTER my time slot at 7.40pm - too late for me to go out & shop for dinner. I understand the problem & appreciate the £20 off BUT why did it take til evening to notify me - I could have done my shop earlier in the day.”

Whilst Tommy Dee commented: “@Ocado you have now cancelled 2 successive shops at short notice.  This is a disgrace.  You have now left me in lurch yet again... It seems your customers can no longer rely on you.  Do I dare book a third time, or go elsewhere.”

And last word to Jude Speakz da God: “What is happening in Erith? That the whole industrial estate has to be cordoned off. Police everywhere since yesterday.”

“Staff sent home. All trucks belonging to @Ocado @Tesco and others are parked miles away. Can't get to my car almost 48 hours now. What is happening? Did Putin strike already? Cos' if not, I don't know what this is.”

The mind boggles…

2024 RTIH INNOVATION AWARDS

Grocery delivery is a key focus area for the sixth edition of the RTIH Innovation Awards, which is now open for entries.

The awards, sponsored by CADS, 3D Cloud, Retail Technology Show 2025, and Business France, celebrate global tech innovation in a fast moving omnichannel world.

It’s free to enter and you can do so across multiple categories.

Key 2024 dates

Friday, 25th October: Award entry deadline 

Tuesday, 29th October: 2024 shortlist revealed

30th October-6th November: Judging days

Thursday, 21st November: Winners announced at the 2024 RTIH Innovation Awards ceremony, to be held at RIBA’s 66 Portland Place HQ in Central London.