I agree with many Ocado customers reviews – over the past 8 to 12 months things in Ocado changed massively. We have been shopping with this food chain for years and can see a significant difference. For us the main issue is the stock availability – many, many items are often out of stock. As a result you would receive substitutions which seems to be picked up at random and are often much more expensive. Furthermore, some items - lots of fish for instance – are out of stock, they have been out of stock for the past 8 months or so. However these items are still listed on the website, often as available where you get “out of stock” message only when you start booking your delivery. My question is – why such items are still listed if they are really no longer sold? Is anyone doing stocklists updates, website maintenance? Further, regarding the substitution, this is the situation I had today. The driver delivered the order, there were 6 substitutions, I said no, thank you very much but no. Ocado driver picked up two bags of chips out of the crater and dropped them on the driveway. I have pointed out that he is not particularly gentle with the goods. His reply was that the chips would be thrown away anyway as I didn’t want them. I have doublechecked and he said yes, they were going in the bin. I couldn’t believe my ears. I wasn’t particularly happy. We are trying to minimise waste at home as much as possible. We are teaching our kids to be conscious of how they treat food and anything really. And I see the retailer with such an unethical approach. I called customer service at Ocado asking to turn all substitutionS off. And I found out they cannot do it. There is no option within Ocado to refuse the substitution prior delivery. They only way not to have them is to hand the goods back to the driver. Besides both Tesco and Sainsbury have substitutions opt out options. I was also told that refused substitutions would be going to food banks, however I cannot quite picture defrosted chips or a pack of strawberries which would be mash by the end of the day to be donated anywhere. Besides, you cannot stop your smart pass from renewing on auto anywhere online, you have to call them. In any case, Ocado refunded the smart pass to me, however the point is missing – wasting food is unethical.