Ocado Reviews

Name: Ocado
Address: 3 Bishop Square, Hatfield
Rating: 4.05

4.1 Rating 2,634 Reviews

77 %

of reviewers recommend Ocado

Company Reviews

Questions

Metrics

4.1

Based on 2,634 reviews

Shipping & Delivery
Delivery Methods	Own Driver
Average Delivery Time	Next Day
On-time Delivery	Greater than 54%
Accurate And Undamaged Orders	Greater than 71%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.7 out of 5
Returns & Refunds
Refunds Process	Difficult

Visit Website

Phone:

0345 656 1234

Email:

ocado@ocado.com

Location:

3 Bishop Square
Hatfield
AL10 9NE

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Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Don’t buy a smart pass Don’t buy a smart pass, they say they release Christmas delivery slots early for Smart Pass holders. My experience says a minimal percentage of slots are released early to smart pass holders to encourage people to purchase a smart pass. Staff are unofficially informed of the day and more importantly the time the slots will be released and they mop up most of the slots. Ocado then release the rest of the Christmas slots to all customers with those who AREN’T smart pass holders given preference. You have to have an account to be able to buy from Ocado and Ocado use your data to place individual offers on your page or filter out offers ie it allows the IT and planning Departments to filter out all smart pass holders thus the delivery slots don’t appear on your Ocado page. Non smart pass holders pay £7 for delivery whereas Smart pass holders have already paid for delivery. Ocado therefore makes more profit by offering delivery to non smart pass holders. Your loyal custom as a smart pass holder Is rewarded by giving you less facilities. This is similar to the ways Insurance Companies used to treat loyal customers via the practice called “price walking”. However The Financial Conduct Authority Deem this unfair and plan to outlaw this practice. Here’s my answer to your reply. I read your reply and I have both telephoned and emailed you and taken my complaint as far as the Manager of the Senior complaints/customer service team. He said “Sorry but..... Your reply on Trustpilot may indicate that you are willing and able to reverse the situation, which is again misleading. If you are able to offer me a Christmas delivery slot please post on here for all to see your reply is genuine, do not ask me to email or phone knowing full well that any communication with you cannot/will not alter the situation. Merely turn me back and disappoint me again. Your customer services/complaints department cannot liase with your planning department as your departments work independently of each other as if in silos and therefore cannot resolve complaints regarding Christmas delivery slot availability as planning plans the release not customer services. Please Ocado do not place a reply asking me to ring or e mail you and take my complaint offline and hidden from public view.”

Helpful Report

Posted 4 years ago

“Feel totally conned by Ocado and Smart Pass. Can’t get slots in any reasonable timescale, the bill always seems very high, substitutes too frequent - and now no xmas slots left even though still October. Drivers though are excellent.”

Helpful Report

Posted 4 years ago

“Ocado sent me an email to give me a discount on my smartpass as they couldn't give me a Christmas delivery slot. I applied via the email they had sent and I got a rude response stating that I had already saved money on my last 7 shops???? Am I missing something here? I explained to them that it was they who had offered ME the discount, and I also pointed out how Ocado is now more expensive than ever, lots of/poor substitutions, typical price per kg on meats is always sent at a charge of at least 30% more and the customer service is poor. They sent me a standard response. I'm seriously considering moving my business to Waitrose.”

Helpful Report

Posted 4 years ago

“Used to be good, but as a Smart Pass you get zero value. During lockdown there were no slots available. The UI is a joke, and after a recently booked Christmas slot, and adding items into my basket, I clicked "Confirm" and it confirmed my slot was booked. Turns out it wasn't, and even though I had looked for a check out button, it clearly wasn't in the usual place. Their response was a shrug. With AmazonFresh now coming into its own and Tesco a cheaper alternative, I've cancelled my Smart Pass. What is the point of paying £7 a month when there's no real perk to it? During lockdown, I couldn't a slot for weeks and while I appreciate it was tough for all, that's when you expect a perk from a membership. Will only use on an ad-hoc basis when I need to.”

Helpful Report

Posted 4 years ago

“I agree with previous reviewers, as a Smart Pass customer, I believe we are being sidelined in favour of new business, after all, they've already got our money. I am housebound (pre-COVID, have been for years) and rely on a regular service from them, but future appointments are not being released past 19th October (should, by now, be releasing for Friday, 23rd October), yet they keep emailing back the same answer "we're releasing slots all the time", seriously? That is not apparent. And to "book as far in advance as possible"., well, I would if you would release the slots. I am finding this extremely stressful.”

Helpful Report

Posted 4 years ago

“Future dates are not being populated with appointments, so instead of being able to book 3 weeks in advance as usual I now only have Tomorrow's and the following Saturday's slots booked before....? starvation ? and no available slots moving forward past Monday, 19th October, not because they're already booked up, but because they are just not there. I get ridiculous responses to my emails to Customer Services, who obviously haven't read my queries. I agree with a previous reviewer, I also believe that Smart Pass customers are being sidelined in favour of new business as they've already got our money. I'm not able to get out (nothing to do with COVID, I'm just not able to get out) which is why I have had a Smart Pass for many years now, and rely on them to provide appointments. I am seriously thinking about jumping ship, but in these difficult times, are other providers accepting new "Smart Pass" customers. I'm very stressed by all this.”

Helpful Report

Posted 4 years ago

“I have been with Ocado for 11 years, and for some reason they are not honouring my Smart Pass/Ocado Reserved. I have to re do my order each week, rather than the order being generated automatically, this also mean my orders are being booked at a time which is very inconvenient rather than my regular slot, I receive confirmation of my order, then a few days prior to the order coming they send me an email informing me it is cancelled - then my order turns up! I have spoken to three different people about this over the past 2 - 3 weeks - only one member of Ocado staff has rung me back to say she cannot resolve it and has passed my issue on to another team. If this isn't resolved soon, I will give up with Ocado and go to Waitrose!”

Helpful Report

Posted 4 years ago

“Terrible customer service experience. Refused to accept that they were not delivering an item but still overcharging me as it was part of an offer. Also said would charge me £62 if I refused the order.”

Helpful Report

Posted 4 years ago

“Had a really horrible experience with… Had a really horrible experience with my last delivery from a retailer that’s supposed to have good customer service. I didn’t hear the knock on the door from the driver. The guy then called me supposedly 8mn later without leaving a message... then I received an email saying my order was cancelled 3mn later!! But of course I have to pay for all the fresh items that would be wasted... and I had over £20 of them! Called the customer service asking why the driver didn’t leave a message and explaining everything but I was told he followed the process! I don’t even know if he knock on my door. How was I supposed to know it was the driver calling? I felt like I was accused of not being there and not opening the door, why would I waste my money like that?? They keep contradicting all the facts I gave...AWEFUL customer service!! If you are thinking to join for quality, go somewhere else”

Helpful Report

Posted 4 years ago

“Hi, According to you, your driver delivered the order 3131915096 on the 7th September. Also, your driver declared that "he/she attempted" to delivery the order several times without success. As result, you charged me for an order I have never received and also for "perishable items" for a total of £164.67. After several emails and a phone calls where I have been told that you would have investigated about the issue, I haven't received any response yet. That is absolutely unacceptable. Now I have no chance than contacting the local Trading Standards Officers and my bank to report the issue and ask for an action against you. Giuseppe Frigeri”

Helpful Report

Posted 4 years ago

“I am FURIOUS with your driver who delivered and left the shopping on my disabled sister’s doorstep today (Sunday 27/9/20). He wasn’t t wearing a mask or gloves.. TRACY had to place the bags one at a time on her lap and wheel them up the hall into the kitchen - using her mouth to stop the bags from toppling off her lap and on to the floor! TRACY has been shopping with Ocadia for years; she is in a wheelchair because she cannot walk! She has MS and cannot leave the house without assistance.”

Helpful Report

Posted 4 years ago

“It can be a nightmare actually placing an order when trying to check out. Having reserved a delivery slot and selected items for delivery the checkout process highlights unavailable items and suggests alternatives. So you select an alternative and return to checkout only to find that the suggested alternative is also unavailable and what’s more the delivery slot has gone. This is a vicious circle of never ending unavailable substitutions and lost delivery spots! Giving up and going elsewhere!”

Helpful Report

Posted 4 years ago

“You go to order your shopping confident you’ve got a reserve slot with Ocado but hey presto they’ve given it to someone else again. And there aren’t any more slots available that’s the way to treat longstanding customers. What a joke and not a very funny one. They deserve to fail once Covid is over”

Helpful Report

Posted 4 years ago

“Ocado have always been excellent but since teaming up with m&s I will sadly have to go to Waitrose.com. The products just don’t measure up and Are trying to replicate Waitrose products but failing. Finding it difficult to shop with Ocado now”

Helpful Report

Posted 4 years ago

“Iv been shopping with them for years tonight shop is the first proper shop with m/s food already half of it they don’t have 😳 may need to change to Waitrose only if this keeps happening”

Helpful Report

Posted 4 years ago

“I wanted to place my first order on Okado - because I need to self isolate myself for 2 weeks, and can't go to the supermarket. First of all the site came back with errors when I tried to put my address, contacted support - and they sorted this after 30 min. After I spent 30 minutes adding things in my basket and comparing different options, I check out only to see there are no deliveries slots available in August or September, I called support again -they said the first slot available was after 1 week, at 9 pm. so frustrating - they could at least do a sign to warn the customer before trying to place the order. what a waste of time”

Helpful Report

Posted 4 years ago

“I have been a long time user of Ocado (started in the first 6 months of their launch) have always been a happy customer. I’m already seeing a massive impact from the move from waitrose delivered (of which there are none near by) food to M&S (of which there’s already 2 food halls nearby). Stocks have been depleted for a while, and it looks like 70% of my standard weekly favourite items are now no longer available, it’s going to be a really painful transition. When were loyal customers ever consulted on the change? Who does it really benefit? If prices don’t come down inline with the lower standard of readily available product, then I’ll be looking to move to waitrose direct”

Helpful Report

Posted 4 years ago

“Our first delivery was ok for food packing and availability but the delivery guy was rude and unpleasant, he almost threw the food at us!! We will try again and hope for a better experience. We live near York, I will make sure I get a name next time.”

Helpful Report

Posted 4 years ago

“Awful,awful customer service. Computer says no script used by every person you speak to .. Been a customer for over ten years and this company is rapidly going downhill.. Heading to waitrose. Ocado don't reward loyalty at all.”

Helpful Report

Posted 4 years ago

“Not possible to give zero stars. Changed delivery address to a different area. Change did not happen and food delivered to previous address. We had to pay for the perishable food. This was after speaking and confirming the change was made.”

Helpful Report

Posted 4 years ago

Ocado is rated 4.1 based on 2,634 reviews