Waitrose squeaked ahead of Tesco to win the Online 33 this week, with our shopper finding the website easy to navigate, delivery time slots clearly laid out and the driver friendly. It also came in cheaper than Ocado, Tesco and Sainsbury’s and the shop time was the second-fastest at 30 minutes. Three items were substituted on delivery.
Tesco was just one point behind, with 30 products ordered and three alternatives suggested. The website was “easy and smooth” and delivery was punctual. However, the “nice and friendly” delivery driver failed to offer to bring the shopping inside or help unpack.
Asda’s driver also failed to offer to help unpack or ask if our shopper was happy with her order. Website navigation, punctuality and availability scores were all high, and Asda was the cheapest retailer.
A lack of paperwork let Sainsbury’s down, with our shopper having to phone customer services after delivery to request a receipt detailing the substitutions and prices. The driver did help with unpacking.
Poor availability dragged Morrisons into fifth place. Seven items were unavailable, with no alternatives offered. Our shopper found the website easy to use and the driver was friendly, offering complimentary gingerbread men upon delivery.
Ocado was last despite our shopper being “impressed” with the website. The online-only retailer was the most expensive shop of the week. Seven plastic bags arrived with the shopping, which the driver offered to take away. The driver arrived eight minutes ahead of the allocated time slot.