Ocado customers have threatened to cancel their £89-a-year subscriptions after finding themselves unable to secure a Christmas delivery slot.
It comes despite the retailer building a number of warehouses this year to handle over half a million orders per week.
Shoppers took to social media to complain as Ocado admitted it could not cope with the “overwhelming demand”.
“Like countless others, I’m going to cancel my Smart Pass and start shopping elsewhere,” tweeted one Ocado regular.
“It’s now the 3rd year in a row I’ve not been able to get a Christmas slot.”
Another shopper, who had just paid for her pass, said she still could not arrange a delivery after “trying all last week”.
“What’s the point in paying for a service you’re not able to provide?” she asked.
@Ocado like countless others, I’m going to cancel my Smart Pass and start shopping elsewhere. It’s now the 3rd year in a row I’ve not been able to get a Christmas slot. What good is a slot at 10pm on 20th December.
— PAUL CLAYDEN (@Cebs1974) October 11, 2021
@Ocado just paid smart pass again. Yet still no Xmas delivery slots after trying all last week. Customer Service no help, just sitting on the fence and scripted cliches!!!! What’s the point in paying for a service you’re not able to provide ?!?!?!?
— Wendy Ann Debolla (@DebollaAnn) October 11, 2021
Since last Christmas, Ocado has unveiled a 304,000 square foot warehouse plus a “mini” centre in Bristol.
It also reopened its flagship warehouse in Andover, Hampshire in August.
When all sites are working at maximum capacity, the retailer will reportedly be able to handle 600,000 orders a month.
However, one customer claimed that Christmas slots were filled “10 seconds” after she was told about them via email.
A doctor from Liverpool, who claimed to have used Ocado for a decade, was taken by surprise.
“No email about Christmas slots despite using every year… now nothing left,” she said to the supermarket’s customer service.
“I will be cancelling my pass and leaving you – not impressed no loyalty to long-standing customers.”
— Dawnie Claypole (@ClaypoleDawnie) October 11, 2021
@Ocado goodbye! I have been shopping with you for over 10 years and am a fast pass holder. No email about Christmas slots despite using every year. Now nothing left. I will be cancelling my pass and leaving you – not impressed no loyalty to long-standing customers
— Dr Zoe McLaren (@zoemclarenrheum) October 10, 2021
Didn’t get an @ocado Christmas slot? Cancel your membership for December and rejoin in January. Why should they get your £10?
— Luke (@jnrjedi) October 11, 2021
After warnings of the supply chain collapsing under the weight of festive demand, Christmas deliveries are likely to be especially popular this year.
Ocado said in a statement: “Demand is up on last year and slots are selling very quickly, but availability will vary based on location and demand.
“Some more slots may become available as we and other customers finalise plans.”
The retailer staggers slot releases so other customers may be able to arrange orders in the run-up to Christmas.
Its delivery slot numbers are not thought to have been limited by the nationwide shortage of lorry drivers.