Every delivery from Ocado has been on time. There are rarely substitutes, and if there is one, then the driver has always pointed it out. The items are packed into colour coded bags so they are quick and easy to put away. There has been the occasional disappointment with a very small melon and some ready meals that were too close to their sell by date - I phoned up to complain, and customer service was most apologetic and immediately refunded the money. I have been using Ocado for over 2 years, and gone from bi-monthly to fortnightly deliveries as we are so pleased with the service and product quality.