I recently upgraded my phone online and was happy that I got a good deal for the handset I wanted but it didn't arrive on the day it was expected and I had to really push for compensation for the wasted day.
I also had to explain the problem to 3 different people on their 'chat' facility because you can't always get the same person and the 202 phone number on their website didn't work!
The support felt very faceless to me and I didn't really feel like they cared about my custom given that I've been with them for over 10 years!
The user experience of both the website and phone app is first class. The customer service is also far better than the other 2 main supermarket chains I've used in the past (both online and in-store). You really feel like Ocado cares about you as a customer.
The only reasons I haven't given 5 stars are:
1. The reduced range of products compared to other supermarkets, which means I have to go elsewhere for some items e.g. frozen lean mince.
2. At Christmas, they favoured large one-off bulk orders (>£90) over their regular customers doing a standard shop, but I think they responded to feedback and tried to rectify the situation quickly.
My favourite thing about VioVet is the friendly 'family run' feel to the whole organisation. Delivery is always prompt and free if you spend over £29 (or you can collect it) and they have the best price I've seen anywhere, online or in store, for Barking Heads food. The purchase reminders are handy too, so I know my Dog will never go hungry!
The only area of improvement for me is the ease of use of the website but it's certainly no worse than some of the larger pet speciality websites I've used that should frankly have the budget and resources to do better! The ability to upload a prescription is a brilliant idea. Well done Viovet.
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