The 240,000 square foot site in Hampshire uses mechanical product handling technology, a sprawling system of stacked crates in a grid called a “hive”, where robots use claws to pick up food items as they go.
Andrea Renkel wrote on Ocado’s Facebook page earlier this week that Ocado had almost managed to “sabotage our Christmas” and that the experience had put them off online food shopping.
She added: “I sorted our Christmas food order three weeks ago, delivery date today. This morning I find an email ‘sorry, your order was cancelled’.”
Another customer, Shelley Summerville Clarke, complained that she had placed her order in October for delivery on Christmas Eve.
She said: “You’ve charged my £9.99 for this poor service. I’m now going to have to go to the supermarket so I can make my trifle and hope I can get some fresh custard for my Christmas pudding.
“And some large foil so I can cook my turkey tomorrow. So poor. Very disappointed.”