We have purchased from Ocado for a number of years. We were very happy to start with, despite the higher prices than other supermarkets that seemed justifiable for the better service and other selling points (1 hour delivery, good mobile app etc.). Service has steadily declined over the years, culminating with a recent incident that means we will never use Ocado again. We missed a delivery by seconds (the driver rang the doorbell once then sped off into the distance - didn't knock, didn't ring a second time). We received a card through the letterbox saying “don’t worry” they would reschedule and rang the number immediately, but they were unable to contact the driver. They promised to ring us back but never did. After a couple of hours of waiting we rang back, but were told they could no longer re-deliver and would be charging for all “perishable goods”. Ocado don’t use the usual English definition of “perishable goods”, but instead claim it means every item of shopping. It includes all freezer items (kept refrigerated in the van… that’s not perishable). This missed delivery cost us over £50, and mostly because they couldn’t get hold of their drivers and didn’t ring us back when they said they would. The reason the driver didn’t ring the bell twice is the same reason Ocado apparently couldn’t contact him. It is because Ocado increasingly over work their drivers. We've had grumpy Ocado drivers before complaining about the unrealistic time scales they set. Any opportunity to ditch a delivery and charge the customer is taken in a heartbeat. Better than being in trouble for falling behind schedule after all. To make matters worse, we've frequently had drivers being hours later for deliveries or just not delivering at all (while living in both Manchester and Leeds). Again, it’s all part of a declining service. Obviously Ocado places itself as a premium brand and the prices are higher than the other supermarkets. A few years ago that price point was justified. They provided a really excellent service and were one of the only supermarket delivery companies offering a 1 hour slot. The higher price point is not justified anymore. Supermarkets now offer everything Ocado does at a lower price point.