I have been using Ocado for my weekly shop for the last 4 years and have thoroughly enjoyed the experience. I moved from another high-street supermarkets online shopping service to Ocado after being disappointed with the quality of the fresh produce I was getting. I have never had this problem while using Ocado! On the very few occasions I have had any issues with any products, the driver simply actions the refund straight away and if I have had to deal with customer services the service has also been very good. Drivers are polite, helpful and communicate with you when they are going to be late or wish to come early (if convenient to you) and there are very few substitutions, meaning you can plan that what you order 99 times out of a 100 will arrive in great condition just as you would have chosen it yourself. A fantastic experience which has made my busy life easier and means I am reluctant to move to any other supplier. Well done Ocado - I think you're top class!