My delivery was booked for 6-7pm I got a message to say it was delivered only it wasn't. I had to call Ocado and they told me the van was broken and was swopped which generates a delivery notice ? Now delivery was to be up to midnight and they had taken my money as it was shown as delivered. I refused a delivery after 10pm as I work at 5am and they acknowledged that and I was only offered two days later. I cancelled the order on the phone but the guy still called after 10 and i was in bed and could not get to the door quick enough. They texted me to say they had rung but they did not which was a lie. I asked during the cancellation for my money back only to be told "THEIR PROCEEDURE IS 7 TO 10 DAYS DUE TO THE BANK "? so NO shopping, and an unacceptable wait of up to 10 days for my money which, they took contrary to their to their own published terms. Its bordering on illegal practice. I would suggest they broke their contract with me, they took unauthorised funds and now I have to wait 7 to 10 days. Yet they can make a refund for missing items in hours ?? Shocking. I will be taking this up with trading standards. Their customer services (sic) team are pleasant but in the end not able to help which is an obviously incorrect situation. Obviously there are serious errors in their procedures. for all they know i could have no food for kids and now no funds to replace it.