In general the delivery persons are extremely good, polite and helpful. Keeping to delivery slots, while not perfect, is good. We have often had to complain about badly packed bags, leading to damaged fruit, leaky bags, cakes upside down etc. However, although I would rather have well packed and undamaged shopping, Ocado are very good about refunds. It is very rare to have items missing from your shopping and substitutions are infrequent. They sell a good range but I find it VERY annoying when they introduce something new, we try it and find it really good, then in a few months time, stop stocking it with no warning!! If something I buy regularly is no longer stocked I would like to be told about it and offered an alternative. Last time it happened, I decided to change to Sainsbury's but didn't go through with it as their website was such rubbish. Ocado's is much better, although when you look up offers, the back button takes you back nearly to the beginning of the page you were on and if you had been well down it, it takes ages to find your place again, which is very annoying. I have complained about it several times before but to no avail; it seems correcting it is beyond the wit of their tech department.