There has been no improvement in the two years since our mystery shoppers first attempted to buy The Grocer 33 list of products online. They continue to give services the thumbs down.
Our shoppers were asked to order the list on Monday April 14 for delivery Thursday April 17 in time for the Easter weekend. Ocado was the only retailer to shine, delivering the full basket bang on time at a cost of £40.68 plus £5 delivery.
Tesco, Waitrosedeliver, Sainsbury, Asda and Iceland all failed to deliver the full list.
Yet again delivery was the major issue. Sainsbury was over three hours late and our shopper was told it had been delivered when he rang the help desk.
But, again, Asda takes the wooden spoon. Having failed to deliver the goods at all in September and unable to deliver for 11 days in December, missing Christmas, this time a late delivery was missing 13 items.
Iceland provided an unpleasant surprise when, having spent two hours 15 minutes trying to order, our shopper discovered it only delivered to her area in one two-hour slot each Tuesday. The first available slot was eight days later, and it would only allow her to book seven days ahead, so she had to log on the next day to secure her delivery.
Waitrosedeliver was scored by our shopper as “near perfect”. It was second only to Ocado, because two items were not stocked.
Market leader Tesco continues to offer a good service but was let down by fulfilment, with cheese missing from the delivery, two weight mistakes on fresh produce, and our shopper receiving crème fraîche and Tesco Butter-me-up not ordered.
Further details can be found in this week’s issue of The Grocer.