Online supermarket Ocado is facing a storm of criticism from customers after implementing a last-minute price hike for Christmas delivery slots, with fees soaring to £10.
Shoppers Vent Anger on Social Media
Disgruntled shoppers have taken to platforms like X (formerly Twitter) to express their outrage at the increased cost. One customer fumed: “Ocado SUDDENLY charging £10 for pre Christmas deliveries! Gone back to Waitrose.” The sentiment was widely echoed, with another labelling the Christmas delivery charge as an “absolute joke.”
The frustration is compounded for regular customers who feel penalised during the festive period. “This has really put me off using Ocado in the future. You clearly value excessive profit over customer satisfaction,” one user commented. Another stated: “It always annoys me that I order from them every week without fail but that at Christmas, I’m expected to spend double what I normally spend. Never book a Christmas slot in principle.”
Understanding the Christmas Slot System and Costs
Typically, Ocado delivery charges range between £1 and £7. The festive increase to £10 for standard customers has been the primary source of discontent. The supermarket operated a tiered release system for the coveted Christmas week slots, which covered 20 December to 24 December.
Smart Pass subscribers who signed up on or before 1 September 2025 were given priority access to book these slots. Following this, all other customers could attempt to book from the general release. Ocado advised shoppers to monitor the slot booking page on their website or app.
The deadline for customers to finalise their Christmas order was 11.59pm on Wednesday 10 December. A notable condition for the festive period is that all orders, regardless of pass holder status, require a minimum spend of £90.
How Smart Passes Offer a Way Around Fees
For frequent shoppers, Ocado’s Smart Pass schemes provide a potential solution to avoid delivery charges. The supermarket offers two main tiers:
- Anytime Smart Pass: Costs £8.99 per month, £49.99 for six months, or £89.99 yearly. Benefits include free deliveries, exclusive offers, and priority Christmas booking access.
- Midweek Smart Pass: Priced at £4.99 monthly, £27.99 for six months, or £49.99 yearly. This provides free deliveries from Tuesday to Thursday, plus exclusive offers and the same priority Christmas booking.
For those without a pass, the delivery charge applied will vary based on the chosen slot time and availability in their local area. This latest pricing move highlights the growing cost pressures on consumers during the peak festive shopping season and the value placed on subscription models by retailers.
