whither Ocado customer service?

I have to confess I like shopping.  I know this is unusual in a man, but I do!  Probably something to do with shopping in the market in Salisbury when small...
With supermarket shopping I feel the need to select my own vegetables and meat and not just pick the first pack of whatever ready meal comes to hand.  However, with no car we have to rely on online supermarket delivery services.
Having used J.Sainsbury (for commentary on their fall from grace look at 173drurylane) and Tesco in the early days, we switched a couple of years ago to Ocado.  As many have said Ocado is the best of the bunch.  Indeed they may be a victim of their own success - they are apparently the leading online vendor in the London area.
Recently the operations director has left and, maybe coincidentally, the customer service has plummeted.  Things are damaged on delivery, the range has shrunk (I don't believe I have eclectic tastes) and worst of all is the customer support.
Over the last few weeks I have tried to ring them a number of times and found the call waiting times
running at 7-20 minutes! This is worse than BT and the cable companies, and that is saying something.  So you might think, what about email - they can answer that in quiet periods so you'll get an answer inside 24 hours.  WRONG! - the last one took over a week because I sent them an HTML formatted email (the default outlook setting)...
Roll on the new Waitrose store in Bloomsbury, so I can abandon Ocado..