The font is too big and bold in the new app which means product details don’t show properly in the screen. The book a slot page is really messy, I don’t know what you e done but the times are all over the place and don’t line up with the slots. There’s way too many pages of suggestions to click through to check out, I know the old app did this but there should be an ‘instant checkout’ button like the Waitrose app has. The quick add button is clunkier than before and although this avoids checking out again it is annoying that an email is sent for every addition. The search isn’t working properly and seems to bring up random results and too many pushed suggestions/promotions. Overall it’s annoying to use. Since the new app went live delivery texts are also not being sent properly - today’s texts arrived 20 minutes after my delivery. Since Ocado ditched Waitrose it’s gone down hill and this new app is making the user experience worse.

The new app is terrible to navigate - you click on bakery and instead of bringing up a menu at the side and pictures of the products that you then filter on you get a menu that fills the whole screen and have to filter down to the product. This means that you don’t get to browse and see something you don’t normally have. There is too much on one page it is too much to look at and overwhelming - this means more product on a page but the actual pictures and writing are smaller so difficult to see. The general layout and fonts seem very basic and unimpressive this is like i would have expected the first ever app to look like and then to have improved to what we had before it seems backwards not forwards. Also why do i want a four hour delivery slot again this seems backwards I don’t want to have to wait in four hours not knowing when my shopping will turn up - an hour slot is much better. this again seems a backward step. Overall it has taken me 3 times as long to do my shopping and has just really annoyed me it has not been pleasant experience if this doesn’t improve then i will be looking at an alternative online shopping that is more user friendly like Waitrose. Also you used to have the offers broken down by meal deals, bundles etc now they are are just all listed and the meal deals seem to have disappeared which is very disappointing. Overall a waste of time developing this rubbish

What was wrong with the old app? It worked perfectly ok. But now I have been forced to use this new, but not improved, app. Plus the website has gone the same way. Doesn’t anyone actually test these new apps, or the website, before they are available to the public? It seems not. I have only been using the new app for five minutes, and I have already discovered problems. First of all, I am gluten free. On the old app, I went through a load of food items and favourited them, if they had no gluten in them. But now I have discovered that most of my favourite items are not marked as a favourite anymore! What happened to them? Now I have to find them all over again, and mark them as my favourites. Secondly, I used to search for gluten free items, then choose ‘New’ on the filter, to see if any new items were available. But now ‘New’ has disappeared from the filter option choices. Apart from the above, the app is really clunky to use, and I don’t like the layout. And I don’t know if I am imagining it, but less items seem to come up when you do a search for something. I used to get pages of items available, on the old app. There are probably a load of other problems with this new app, that I have discovered yet. I only have to look at the amount of one star reviews to see that I am not alone with having problems with it.

I have only had this app a few minutes and already I can see so many helpful things have been removed like being able to pick which dept I want to see my favourite items for! So if I just want fruit and veg I can quickly add those. All the helpful additions gone, way longer process, awful layout, adverts really annoying. Why have you done this? You can no longer add by barcode scan, but the most important thing is it no longer shows me the cost of items when on promotion in my basket, it just adds them in a lump at checkout, I want to see what the discount is, I don’t want to have to do the maths on every promotion to work out the final cost! The feedback seems to be these changes are permanent and they aren’t planning to have the old features back, which for me is too much, have put up with the reduction in choice, only M and S brand in certain categories, and reduction in quality of fruit/veg while prices went up, but this app gives me the rage trying to do such basic tasks, forget that I can’t read it now cause they changed the font sizes. Off to discover how to cancel our Smart Pass of 10years and give Waitrose a try!Updated to add, 10 years we have had a smart pass and I have cancelled it. If this is how much we are valued as customers then my loyalty is gone.