Ocado Reviews

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

4.1 Rating 2,626 Reviews

77 %

of reviewers recommend Ocado

Company Reviews

Questions

Metrics

4.1

Based on 2,626 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

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

“I have used Ocado for the best part of a decade, spent thousands with them. Generally I have always been very happy with them, until now... A couple of months ago an Ocado van delivering to another address on our street reversed into our parked car. I witnessed this from our kitchen window and rushed outside, but the driver had driven off at speed. Naturally we called Ocado to complain and get the damage fixed. After 6 weeks of misinformation and constant chasing I received an email from a junior legal clerk to say that (I) an Ocado van could not have caused the damage and (ii) I somehow didn't see what I thought I saw (?!). I literally stood there and watched him do it. They called me a liar. I will never, EVER use Ocado again. For the sake of about £300 of repairs to my vehicle they have chosen to forego the thousands of pounds that I will spend on future grocery orders. I will use Waitrose. I will also tell anyone that listens: friends, family, websites like this, about the absolute contempt that they have treated me with. Disgusted.”

Helpful Report

Posted 5 years ago

Hi Stephen. We're sorry to hear of the damage that has been caused to your Vehicle. As the Customer Service Team of Ocado, this is not something we would be able to assist with. We would advise for any dispute to this claim to be referred back to the Insurance Team who would be able to assist. - Kelly

Posted 5 years ago

“We use ocado throughout the year, we love the choice and service. I have never written a review before but felt compelled to review Tanjit the driver of our last delivery. Tanjit went the extra mile to make sure all was delivered ok, even having to wait for me as I missed the door bell and his call, for over 10 minutes. Great service and Tanjit is a credit to the company.”

Helpful Report

Posted 5 years ago

“I've been with Ocado for almost a decade and have mostly had a great experience. They used to be the best at customer service as well as quality food and lovely delivery service with polite drivers. Unfortunately, the cracks are beginning to show. They are obviously struggling as a company having been dropped by Waitrose and have lowered the quality of their food and service because of this. My latest issue was this week when I placed an order and checked out to then have a completely different order arrive full of items I didn't need. I queried this with Ocado and they told me that there was nothing they could do as the computer system said I hadn't edited my order. What a joke, after I spent a couple of hours doing it the day before the delivery! The customer service assistants on the phone were very unhelpful and, although not rude, were belligerent and argumentative. I asked to speak to a manager and was called later by a someone who was polite but still told me he wasn't prepared to do anything about the situation. Further conversations have resulted in them repeating that they won't rectify the situation and that I'll be charged for the items I didn't want and didn't order.”

Helpful Report

Posted 5 years ago

We're sorry for this experience, we appreciate you've been in touch and spoken to both our advisors and the Management Team, with little desired resolution. We're happy to feedback your comments if you'd like to give us a call on 0345 656 1234, send an email to ocado@ocado.com or contact us on our Live Chat, as we wouldn't like to see you leave us. - Christian

Posted 5 years ago

“Just started using Ocado a few weeks ago. My delivery last night was running over half an hour late. When I called customer services I was told that the driver was running at least 50 minutes late. I could not wait any longer and agreed for the shopping to be delivered the following morning between 9am and 10am. I received an e-mail a little later from the same customer service rep Remi to confirm this. I replied thanking her and she replied to that. However just after 9am the following morning I received a text message to state my food would be delivered 9am the day after that! I called customer service immediately and was told that although the e-mail stated the time the food would be re-delivered, it didn't actually state the date it would be delivered! I could not believe what I was hearing! Actually trying to get out of appalling service by using the fact the confirmation e-mail did not specify the date despite the phone call the previous evening where it was discussed. Why would I want my groceries you didn’t deliver that night, two days later!! Seriously appalling service. And Ocado please do not write one of your generic insincere replies underneath telling me to get in touch to discuss the matter! I did get in touch! And you just tried to wriggle your way out instead of being honest!”

Helpful Report

Posted 5 years ago

Hi there Cat. We're sorry to hear about this experience. You shouldn't be told one thing from us only to find out this was not the case. Our confirmation emails should always have both the time and date of delivery, so we apologise if there was an error. We understand that you have contacted us and you were not happy with our resolution, however if you would like us to address this further then please do let us know. -Tyler

Posted 5 years ago

“Great company to work for, they respect their employees even though extreme circumstances :)”

Helpful Report

Posted 5 years ago

“Similar to countless other reviews my first order was cancelled in the middle of the night on account of supposed payment blocked on suspicion of fraudulent activity. Clearing first thing with Amex in the morning I placed my order again. I found the cancellation annoying but understood why they would do that in the context of Amex pausing payment to confirm activity with myself. What followed however is that even the latest order was cancelled this time though by Ocado itself on the premise that their Finance department requiring me to send proof of ID and address to them. Most if not all of my groceries shopping (as well as other type of shopping ) is done online through most major supermarket chains and to this day I have never been asked to send passsport / utility bills and other personal statements before being able to proceed. I find that absurd! Utterly shocking.”

Helpful Report

Posted 5 years ago

If we have been unable to fully verify your details as part of our security checks on new customers we may ask for proof of ID, but we apologise for any inconvenienced caused by this. If you haven't already had this resolved then please do give us a call on 0345 656 1234, send an email to ocado@ocado.com or contact us on our Live Chat so we can have a look into this further. - Claire

Posted 5 years ago

“Shocking, I’m a new customer signed up and got good deal, order went through to be delivered, apparently items out of stock which they were not as still available online, so driver was coming out to deliver 3 x 5p carrier bags and a free magnetic menu planner. Spoke online to them and they cancelled order, even though I hadn’t asked them to, re-ordered again and same happened. Also wouldn’t let me use first time order voucher. The most frustrating online shopping experience I have ever had. Have since cancelled my account and will never use again or recommend to anyone. Very poor. On-line chat staff rude, lied to me about reason why my order wouldn’t be coming, didn’t get offered any substitute items and basically said ‘if you want me to cancel your account I will do’. Orders should be honored or alternatives offered. Disgusting!”

Helpful Report

Posted 5 years ago

We're really sorry to hear this and can understand your frustration. On the rare occasion that items are unavailable for your order we will always try and offer an alternative, however we apologise for the disappointing service you received as it isn't what we'd expect. We wouldn't want you to miss out on your first time shop voucher, so if you haven't already spoken to us then please do give us a call on 0345 656 1234, send an email to ocado@ocado.com or contact us on our Live Chat so we can have a look into this for you and see what we can do. - Claire

Posted 5 years ago

“My FIRST order was cancelled due to Ocado trying to take the money from my account at 1:15am the bank thought it suspicious and blocked the payment. Ocado informed me by email at 1:15am as if I was up! I tried to re-order but there were no delivery slots left for that day and all the offers had disappeared. The customer service team said they could do nothing about it and implied it was all my fault, when it fact it was there fault for trying to take funds from my account in the early hours of the morning. Not impressed with the customers service team. Will take my custom elsewhere, first impressions count and mine was not a good one.”

Helpful Report

Posted 5 years ago

We don't take the payment for your order until after it has been delivered but we will attempt to pre-authorise the payment beforehand. If we are unable to successfully do this then the order would be cancelled, so we apologise that this was the case for you Sarah and for any disappointment in the price differences when re-booking. If you'd like to discuss this further with us then please feel free to give us a call on 0345 656 1234, send an email to ocado@ocado.com or contact us on our Live Chat. We hope that you do decide to give us another chance in the future. - Claire

Posted 5 years ago

“We shop with Ocado on a monthly basis and I imagine most people have a similar shopping pattern. We have been with Ocado for over two years. The choice of quality food/ goods is excellent and, generally, our order has been delivered in good condition and always at the time specified. When we have had issues - usually with the quality of fresh fruit and veg, Ocado have answered our complaints in a positive way. We do, however, now tend to buy fresh produce locally. So why only two stars? Ocado has a price match promise: Ocado will send you a voucher code if it believes your basket would have been cheaper at Tesco at the time of purchase. This is great, but.... The voucher ALWAYS expires within a couple of weeks and is never valid for our next scheduled (monthly) shop. I have raised this issue in several emails to the Customer Services team Ocado. The reply is that this is down to the Marketing Team and that Customer Services can only report my comments to the other team. Marketing have never responded to me. Clearly, the 'price promise voucher' is simply in place to encourage you to place more frequent orders. As such it is a hollow promise and Ocado needs to be brought to account for this shoddy practice.”

Helpful Report

Posted 5 years ago

Hi Paul, we're glad to hear that you're happy with the goods and service provided. I hope you continue to place your monthly shops with us and enjoy the service. We do apologise that you have been unable to make use of the low price promise vouchers. These are only valid for 2 weeks, however, we appreciate your disappointment and we'll take your comments on board. -Bella

Posted 5 years ago

“The morning after my Ocado order delivery, in the evening of the 12.02.2019, my next door neighbour had asked me if I knew what caused the damage to their fence. I checked the recording from my security camera and realised that it was the Ocado driver, from the night before, who had clearly caused the damage to the neighbour’s fence, where he is seen to manoeuvre out of my driveway, in the direction of my neighbour’s fence, where he then collides with the fence and the rear of his vehicle, he then comes out of his truck to check the back of his vehicle for any damage, and after that, he drives off! I then reported this incident to Ocado on 14th February 2019 - where i provided them my security camera footage of the incident - here I was given an apology by Ocado, and advised to provide my neighbours with a mobile number for them to call in order to resolve the situation. My neighbours have told me that they were initially asked by Ocado to get a few quotes for the fence repair, where they got two independent quotes. I spoke with my neighbours today, and they have informed me that Ocado still haven’t compensated them for the damage, where they are being questioned on their repair quotes, and Ocado are now delaying things due to one worker being on Leave?? Surely a large organisation like Ocado has resources in place to solve an issue that they caused - i am a loyal customer, but this incident is making me doubt the service Ocado are offering, and I would appreciate a prompt response from Ocado in how they are going to compensate my neighbours for the damage to their property??”

Helpful Report

Posted 5 years ago

We're so sorry to hear that this has happened. In this situation we will always try and find a resolution so we apologise that there has been a delay with this. If your neighbour hasn't already got back in touch with us about this we can see if we are able to chase this up for them. If they can give us a call on 0345 656 1234, email us at ocado@ocado.com or contact us on our Live Chat we can see what we can do. - Claire

Posted 5 years ago

“Fantastic service. Ocado are simply wonderful, polite drivers, super call centre staff and prompt deliveries.”

Helpful Report

Posted 5 years ago

“Worse service ever !! Do not order from this company - they hire drivers that don’t know to read the right addresses or even drive to the right place . Every week there is a new driver that have no clue how to find the address so the result no delivery . When you call back to arrange redelivery you have to wait in a long waiting line because they missed so many deliveries they cant provide you with a new delivery slot only a week after ! Ridiculous ! Oh and if you think they will call to apologize and help you arrange delivery - you got that wrong as well !! You will need to call 10 times a day and repeat your story every time from the beginning . And the only thing they will tell you is sorry we just can’t deliver it because we don’t have enough people !!! Better to order from company that actually has enough human resources - not to mention sooooo many products are missing when you try to order online . Don’t waste your time and money on Ocado they are just not worth it.”

Helpful Report

Posted 5 years ago

We're sorry for the experience you've had Dana, it certainly isn't the service we expect to provide. We do allow customers to add delivery instructions to help our drivers find them and can also update instructions from our side as well, so we apologise if this has been done and you are still having issues. We would expect our drivers to call you if they have any trouble finding you so they can do their best to reach you. In the event that we can't deliver to you, we will do our best to re-arrange your order, but we apologise that you have found we haven't been able to do this at a convenient time and have had to wait to speak to us. We hope that you decide to give us another chance in the future and if you wanted to get in touch with us via email to ocado@ocado.com, call us on 0345 656 1234 or contact us on our Live Chat, we can make sure the best instructions are in place to try and prevent any issues in the future. - Claire

Posted 5 years ago

“First time trying Ocado and many items I wanted were out of stock. Then I receive a text telling me three of my items are missing from my order. Not impressed - sadly will not be returning.”

Helpful Report

Posted 5 years ago

Hi Natalie. Sorry to hear many items were out of stock on our website, we suggest trying a different delivery date to see if this helps. As for the missing items in your order, this is such a shame to hear. We'd be happy to take a look into this if you can call 0345 656 1234, email ocado@ocado.com or pop up on live chat. Hopfully we can resolve this for you however, we would completely understand and respect your choice to shop elsewhere if not and hopefully we will be able to offer a better service if you decide to give us a chance to redeem ourselves in the future. - Meg

Posted 5 years ago

“never again ... 3hrs late”

Helpful Report

Posted 5 years ago

We're sorry to hear that your order arrived so late. We always work hard to get all orders delivered on time, if you haven't already discussed this with one of our team then please give us a call on 0345 656 1234, send us an email to ocado@ocado.com or contact us on our Live Chat so we can look into this further for you. - Claire

Posted 5 years ago

“Great service, great products on offer and unlike many other online retailers I have used its very rare to have any items missing on delivery. On occasions produce is damaged its refunded very quickly via the app or online portal with no hassle. All in all top marks”

Helpful Report

Posted 5 years ago

“I'm disabled and have tried various supermarket deliveries and Occado is the best!! It's reasonably priced and not more expensive than tesco. Has lots of good quality Foods and a special offers on regulary. Also money off vouchers. Their own range of free foods and other goods is of good quality. And a little gift which Made my day!! And all my delivery drivers from Hatfield have been very kind and very helpful. Thank you guys! very important to me was all my order was delivered and none of my items missing which is very important and you can check upto the last evening for me not able to get out often Occado is A great home delivery service Thank you.”

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Posted 5 years ago

“Always a great selection of high quality products. Deliveries arrive on time and the driver always brings it through. LOVE taking back carrier bags.”

Helpful Report

Posted 5 years ago

“Hi, I just wanted to say what excellent service we had from their van driver Tony in Edgbaston yesterday. My son was asleep and didn't hear the door the driver phoned us and tried many times and then said he would have to cancel the order. When I got hold of my son we tried to call the driver back but it went to answerphone. He then called us back to say he could try and deliver as was back in the area. I was so pleased as it was my son's birthday at Uni Of Birmingham and i had sent him drinks, birthday etc. The driver did not know this but still went out of his way to help. I would have loved to have tipped the driver for the extra effort he put in but my son being a Uni student had absolutely no cash on him.”

Helpful Report

Posted 5 years ago

“abused on the phone for the spelling of my name, i only called to see if an e-mail had been sent, the women on the phone had a dig at the way my name was spelled and then hung up the phone, they now refuse to answer my calls. i recently applied for a driving job and was amazed at how quick the response was, i was given a 2 minute interview over the phone and then told i had a 1 to 1 interview on saturday, an e-mail was supposed to be sent but wasn't received. i then called the office this morning to simply find out why and was greeted by the rudest lady i have ever heard on a phone, she tried to tell me my name wasn't spelled right as the correct way is different, this disgusted me as i shouldn't be made to feel bad for the way my names spelled, this women then kept telling me to stop talking and to listen or she'll hang up on me, i then asked if calls were recorded to which she replied they wern't. the reason i didn't get the e-mail was because id apparently left th .uk bit out and i had apologised for this and accepted that may have been my fault and wanted to rectify, only to be told numerous times my name wasn't spelled the 'normal' way, when i challenged this i was hung up on. all this for wanting to know about my application. i feel like i been abused for the way my name was spelled and will be taking this matter further”

Helpful Report

Posted 5 years ago

Hi Kirtiss. This is concerning to hear and certainly not something we expect from our Customer Service Team. So that we can look into this, could we ask for you to get in touch by calling us on 0345 656 1234, emailing us at ocado@ocado.com or opening up a LiveChat on our website or app. - Christian

Posted 5 years ago

“Constant issues with Ocado - poor packaging items crushed or tipped etc but the most annoying is when they make a mistake and refuse to rectify it. Ordered a case of 24 of 1 item (charged for it) and only 1 single item turned up. They think it is acceptable to just refund instead of offering to deliver the full case the next day. When a company makes a mistake they should do all they can to rectify - Ocado don't prioritise customer service = I will go elsewhere when my annual free delivery pass runs out”

Helpful Report

Posted 5 years ago

We do apologise for the issues in your recent order. We appreciate how frustrating this must be, especially as we were unable to get this item back out to you. We'd like to take another look at this for you, so please could we ask you to give us a call on 0345 656 1234, email us at ocado@ocado.com or contact us through our LiveChat service. -Megan

Posted 5 years ago

Ocado is rated 4.1 based on 2,626 reviews