Hi, I sent you the following email on the 20th (4 days ago) marked for the attention of the CEO and so far have only had the automated response. Is it normal to wait 4 days for a reply from a human being or is it just another reflection of your poor service?? Mark Gleadow Thu, Aug 20, 10:12 AM (4 days ago) to customerserviceteam Hi, Please provide a copy of this email to your CEO for feedback I just wanted to provide some feedback regarding your recent radio advert on the subject of your split from Ocado. I have been ordering from Ocado for most of the 18 years they have been delivering your goods, I cannot shop at Waitrose as there is no store near to me and you don't deliver to my area. In my view Ocado have over the time they have been delivering your goods, not only provided you with a very efficient and reliable delivery service but have also shifted millions of pounds worth of your branded goods on your behalf, and in doing so have grown your brand and introduced millions of people to your products who would not otherwise have access to them. Whilst I understand the economics and appreciate your desire to break away from Ocado (so this is not an email saying how disappointed I am I can no longer get your goods) I do take issue with the flippant and derisory tone of the advert. Ocado have done your somewhat flagging business nothing but good over the past 18 years and to take the tone of 'good riddance we are taking our product with us' is frankly disgusting. It is also a snub to customers like myself who now cannot access your products. It is petty and small minded in the extreme. An advert which said we are grateful to Ocado for the partnership but are now in a position to provide a wider delivery service ourselves would have been far more appropriate. The John Lewis partnership as a whole looks to be in serious trouble, with stores closing and a 2 star rating on reviews.co.uk, and equally poor reviews on Trustpilot, I know this is the case as I recently reviewed my horrific experience trying to get a dishwasher repaired that was purchased in September 2019 and has taken me 4 months and several letters to even get someone to acknowledge the issue, with one agent telling me on the phone it was not his problem. So now to be lashing out at the very hand that feeds you, leaves a pretty bitter taste in my mouth. Needless to say for the limited time you have left with Ocado I will no longer be purchasing Waitrose products, nor will I visit your stores to purchase wine when I do happen to be near a store, and neither will I make the mistake of shopping with John Lewis ever again either. I have however just renewed my smart pass with Ocado and look forward to sampling the many wide and varied new products they are introducing to replace your products as well as the vast range of Marks & Spencer St Micheals branded products. I may be one person, but I am sure I am not alone. It may surprise you but for the most part Ocados service standards are extremely good, and far exceed your own, which can clearly be seen on the major review aggregate sites. Also Ocado customers are extremely loyal, so when a failing upstart brand with poor service standards feels the need to take to the airwaves to say 'we're leaving' I am afraid most Ocado customers will think good riddance to bad rubbish. Regards Mark Gleadow