We have used them for 5-6 years. In all that time we have had trouble (delayed/canceled delivery/unavailable items) with a total of 2 orders - and the trouble was rectified the same day. All other times, they are on-time, delivered quality products, no quibbles over returns and offered best prices on the market (for same quality goods). Ocado provides the freedom to spend more time on "life" as opposed to running to the shop for a family of 4 - including having groceries delivered on the door as we return back late to an empty fridge from 4 weeks' holiday (after regular shops have closed).