Ocado Reviews

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

4.1 Rating 2,635 Reviews

77 %

of reviewers recommend Ocado

Company Reviews

Questions

Metrics

4.1

Based on 2,635 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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Ocado 1 star review on 22nd December 2023

Anonymous

Anonymous // 01/01/2019

Filter: Rated 4 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Sometimes tedious to get to checkout because of pop up Have you forgotten or why not try screens. Would prefer being able to dismiss, especially on amending order as much less relevant.”

Helpful Report

Posted 9 years ago

“Positive: Very efficient delivery with respect to timing, drivers, normally no need for substitutes, etc. Quality of food usually excellent. Occasional problems: Meat can sometimes cause problems because size of joints (too big or too small). Butchers' fresh packs can sometimes vary so much in size. More recently, packing - especially of cakes and tarts has caused problems. When cakes and tarts are pushed in bags on their sides, they collapse and break up. Sometimes the packer puts heavy or sharp things like cans on top of a fruit pie, so I stopped buying nice cake and tarts for a while. Last week I bought a lemon tart and it was broken in a number of places and a tub of cream was cracked and leaking.”

Helpful Report

Posted 9 years ago

Hi Alice, thanks for the kind words regarding our service and drivers however, it's sad to hear that you have had some problems with your recent deliveries, and we can understand that this must be disappointing and inconvenient. We do hope that you put in a refund request for the damaged items, if not please do email us at ocado@ocado.com and we can look into this for you. Once again our apologies for any inconvenience caused.

Posted 9 years ago

“The main fault with Ocado is the way it is packed. Mango with 2 cartons of juice on top. Result a very messy mango. Why not put 2 items of same product in the same bag? Often have cleaning materials in with fruit or veg. The drivers tend to bring in as many bags as possible at the same time ,resulting in ready meals squashed to one side of the tray or crumbled tarts. Have stopped buying the latter. Go to M & S for anything like that. Can it be possible to buy fruit and veg in how many shopper wants. Not in prepackaged amounts. Tesco can manage it. So come on Ocado”

Helpful Report

Posted 9 years ago

Hi Angela, It's such a shame to hear that you have been having issues with the packing of your orders of late, and we can understand that this must be very inconvenient & disappointing. It's also concerning to hear that you have had cleaning products packed in with your other food items. Your drivers should always be bringing your orders to you in the red delivery crates to prevent any such damages to your order. If your future drivers do continue to deliver without these please do let us know. Sadly due to the way our warehouse picking and packing system currently works, it's not possible to sell loose fruit & vegetables. If you haven't already requested a refund for the damages from your orders, or contacted us regarding the poor packing of your order, please do email us at ocado@ocado.com, and we can look into this for you. Once again our sincere apologies for any inconvenience caused and we do hope that you continue to enjoy shopping with us.

Posted 9 years ago

“overall very good. my only complaint is the packin of items in the bags,so often soft fruit etc is packed with milk or water bottles and crushed,even salads etc suffer the same treatment.”

Helpful Report

Posted 9 years ago

“What we like is that we get a call to see if they can deliver early and also when held up. Most drivers are friendly and would take the shopping to where ever we need it. We also like the items separated into Freezer/Cold/Cupboard etc. What we don't like is the use of too many bags (there maybe 1 item in a bag) and the placement of heavier items on soft or fragile items.”

Helpful Report

Posted 9 years ago

“Reliable friendly deliveries . Good selection of products and offers”

Helpful Report

Posted 9 years ago

“Generally a good service, easy ordering with a good range of items, delivery on time, polite drivers. Annoying when items are shown as in stock, but not available on delivery with only occasionally a sensible substitution!”

Helpful Report

Posted 9 years ago

“Overall pretty pleased, can still be pricey and they sometimes remove popular lines. Good quality fresh products, as if you pick them yourself. Quick to deal with problems. The best delivery, to the 'kitchen' itself. Would recommend.”

Helpful Report

Posted 9 years ago

“A very good service generally with only the packing letting it down. I often find products batttered & damaged by being in bags with heavier goods. But, refunds are efficiently dealt with...just annoying to have to replace stuff.”

Helpful Report

Posted 9 years ago

“Overall I am very pleased with the service and products which Ocado supplies. I have had a few issues with packaging, over many months, and I feel that at last things are improving with orders picked and packed at the Hatfield depot. My order delivered today was very good. Admittedly I chose not to put in fruit and vegetables but all the chilled food came in separate bags. Smelly laundry items were packaged separately and I feel that at last I could put together a complete order with complete confidence. Thank you for listening to my winges at Management level and thank you at the packing level for for more intelligent separation of items.. Your attention to my order is very much appreciated. I have noticed the difference.!”

Helpful Report

Posted 9 years ago

“Generally I'm reasonably happy with Ocado. It is convenient & easy to use. However, there are often inconsistencies with the delivery - as to whether the driver just collects and carries as many bags as is humanly possible. Or uses the stock boxes as suggested by the company. This has a bearing on the quality of certain items at soft fruits,salads & veg being squashed. I have complained in the past about the state of some of my items. I just wish all drivers took care over the goods they deliver. My other infuriating matter is the I crease of charges for Smart pass.”

Helpful Report

Posted 9 years ago

“The main problem with Ocado is how they pack the bags, the mix they put in each means that we often have squashed or leaking goods, and smashed fruit.”

Helpful Report

Posted 9 years ago

Goodness, we're sorry to hear this Irene. We are working very hard to improve our packing system and we really hope you see a positive improvement in this area soon. If you have any damaged items recently and would like to contact us further regarding this, please email ocado@ocado.com.

Posted 9 years ago

“Good delivery service, the food is fresher than other supermarket prices and booking slots is easy. Probably more expensive but worth it. Only criticism is that the drivers try to carry too many bags at once so shopping ends up getting crushed or leaks nearly every time. The drivers blame the packers but it's usually the drivers fault. They do refund quickly but it's frustrating and a waste of food.”

Helpful Report

Posted 9 years ago

Thanks for the great comments about the service Rebecca, it concerning to hear that your drivers are carrying the bags, as they should be bringing the bags in the red delivery boxes to you, to minimise damages. If you could email us at ocado@ocado.com and we can get this looked into and reported. Once again our sincere apologies, and we hope your next order is much better.

Posted 9 years ago

“I do love the product range at Ocado it suits every pocket. However I have made a few product requests and they seem to fall into a black hole, it would be nice to get a response even if it is a no. Ocado drivers are unfailingly polite , reliable and on time. I feel Ocado acts with integrity most of the time and in concerned about environmental issues. I have had a few concerns about special offers perhaps not being quire as good as they should be e.g. if the original price seems much higher than it should be. It can be annoying when something you always buy is put on special offer and then is out of stock. I find the customer service staff are always very helpful and knowledgeable. Good is a fair rating at present”

Helpful Report

Posted 9 years ago

Hi Helen, it's great to hear that you like our product range, we can assure you that your product requests do go to our Trading team who look to see if we can stock the products for you. Sadly as we have so many product requests everyday we wouldn't be able to reply to every customer regarding their product request. We're sorry to hear that you are sometimes not able to take advantage of our special offers, sadly once they do go on offer we only have a finite amount of stock in our warehouse however, we do try to have good stock levels to cope with demand. Once again our apologies and we do hope that you continue to enjoy shopping with us.

Posted 9 years ago

“The online website is very user friendly. The delivery service is reliable and the drivers polite. Unfortunately, fruit and vegetables are not of the quality I expect because they go off very quickly.”

Helpful Report

Posted 9 years ago

“Unfortunately I seem to be last delivery & as a result many perisible goods are damaged, bruised fruit etc & sometimes items are missing. Perhaps a different packing system in the van could be looked into. With the exception of one bad tempered driver all the others have been very courteous & helpful.”

Helpful Report

Posted 9 years ago

Hi Dawn, we're really sorry to hear about the damages to your recent order. With regards to the packing, it shouldn't matter when your order is delivered as they are held in frames in the van separate from each other. We do hope that you put in a refund request for any damaged or missing items. If not please do email us at ocado@ocado.com and we can look into this. It's also as shame to hear that that your driver was bad tempered, as we can assure you that we do look into any complaints regarding drivers, if you haven't already reported this to us please do email us regarding this too. Our sincere apologies again for any inconvenience caused and we do hope that your next order is much better.

Posted 9 years ago

“Generally speaking I am very happy with the service from Ocado. All the drivers have been extremely pleasant, always on time and in some cases even early. My only gripe is the life of some the bakery goods when receiving them on a Friday or Saturday, expiry on the Sunday. I appreciate you are not producing them only delivering them. I have been very pleased with the quality of the meat and fish I gave received.”

Helpful Report

Posted 9 years ago

“Generally good, but very often receive fresh items of fruit/vegetables not necessary to be with only 1 or 2 days to go on the sell-buy/expiry date.”

Helpful Report

Posted 9 years ago

We're glad to hear that you like the service Gillian, but it's a shame to hear that you are not happy with the life that you are receiving with your fresh fruit and vegetables. We do display the life guarantee on the website for any fresh items, by clicking into the actual products description. Please do be aware that it does include the day of delivery. If any of the items you received didn't meet this please do email us at ocado@ocado.com with the subject reviews.co.uk. Once again our apologies for any inconvenience caused and we do hope that you continue to enjoy shopping with us.

Posted 9 years ago

“I know you need to have cut off times by which you can change your order but it would be very helpful to know the absolute latest time by which you can add ( not subtract items or cancel) items as it seems I am always thinking of things I forgot about an hour or two after the cutoff time. I think it would be good for business if the time to add items could be later than the subtraction or cancellation time.”

Helpful Report

Posted 9 years ago

“While the range of products available and the courteousness of your delivery drivers is very good you're packing department is not. Often things are packed inappropriately with heavy items being put on top of bread and eggs and things that should not be in contact with each e.g. Cleaning products and food packed in the same bag. In my view your packing department needs a complete re-think in order to make Ocado deliveries better and more attractive to customers.”

Helpful Report

Posted 9 years ago

Ocado is rated 4.1 based on 2,635 reviews