On the whole shopping is easy, website is good, informative, I like the shelf life of items, items are easy to find. Drivers on the whole are very good and helpful, in all the years I have shopped with Ocado, I think we have only had to complain once. Biggest complaint is packaging, invariably our bread is delivered squashed, some bags are filled to capacity, while others are relatively empty. One thing I would like is the opportunity to state if a substitute is acceptable on items if they are not available. Orders have been delivered on time, one was a little late when we had thick snow some years ago, but the driver waited while my husband drove me to the hairdresser which was a short drive away. Drivers delivery is quiet unlike other retailers, you can tell if they are in the street. Refunds and queries are processed without delay, The variety of goods is excellent, the vegetables and salad arrives fresh and most out live the sell by date. On the whole very satisfied, have tried other companies, but do not come up to your standards.