I ordered from Zoom by Ocado (order 3619878176) expecting two avocados and Good Phats olive oil among other items. One avocado was missing, and the olive oil arrived with a broken seal, making it unusable. I contacted customer service, and the agent gave me a hard time. She first said she couldn’t hear me, then claimed she couldn’t find my account and pulled up someone else’s. I corrected her that it was not me. Despite explaining my severe anxiety and how this stress was affecting me, she refused the refund for the broken item, put me on hold repeatedly, and left me without resolution. I never asked for faulty goods. Zoom by Ocado must improve staff training and handle complaints better, especially for vulnerable customers.UPDATE: Still no accountability after escalation. Followed up formally. They defended the poor call handling completely. They wrongly claimed the advisor needed images. I sent a clear photo simultaneously with the call I made and resent twice unasked right away. I always provide proof proactively. They ignored my anxiety disclosure amid bad line, wrong account access and what felt like an endless hold over a missing avocado and broken olive oil seal.Worse, earlier written reply told me to “reconsider [my] shopping options to find a service that better aligns with [my] expectations” due to my “frequent” contacts. Highly offensive. As loyal frequent customer, I only contact when YOUR deliveries fail repeatedly (missing items, rotten produce, expired products, brokengoods). If you sent perfect orders, I’d have zero reason to complain. Your mistakes cause this, not me.Latest team manager response softens wording but refuses retraction, proper apology, or admission of fault. Just vague “feedback logged” and more security excuses. Refunds only came after I hung up distressed and called a different advisor. As customer with anxiety, I expected basic respect, not dismissal blaming my loyalty. Deeply disappointed in the overall handling.
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Zoom by Ocado delivers your groceries in a jiffy, or in a same-day slot of your choice. Zoom means more freedom, less planning and no more last-minute trips to the shop. With over 9000 products, we have what you need – and with a minimum spend of just £15, Zoom is perfect for grocery essentials.
