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 5 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Ocado is an excellent concept. Food always has a long life and rarely are ordered items not available, Vans have always arrived during their one-hour slots. Fresh fish, meat, fruit and vegetables are always of a quality I would have chosen myself (and I am 'picky'). There is an enormous variety of brands from which to choose as well as Ocado own and Waitrose; so, it is really good quality food. Being disabled and unable to go shopping, the ease of ordering on line has been a life-saver. The drivers are always very helpful and bring the bags right in to wherever I choose. The price is always cheaper than Tesco's and there are always many offers. Excellent!”

Helpful Report

Posted 9 years ago

“Everything is pretty much fantastic - delivery slots are met virtually every time, friendly and helpful drivers, and the food quality is great. Two small comments - whenever I edit my order on the iPad it generally freezes the screen at least once, this only happens when editing and I have no idea why. Also, sometimes the packers do strange things and put heavy things in a bag on top of eg cereal, milk or eggs, leading to crushed cereal, exploded milk and broken eggs. If that could be avoided it would be perfect! Otherwise a great service and it makes life with two small children much easier. Thankyou.”

Helpful Report

Posted 9 years ago

Hi Stuart, we're really sorry to hear that your having issues with the iPad freezing when editing your order, this certainly should not be happening. We're also concerned to hear about the standard of packing you have received recently too. We'd like to look into this further to help resolve this for you. Can you email us at ocado@ocado.com and include 'Reviews.co.uk' plus your user name in the subject? Could you also confirm in the email if this happens on the iPad app and what version of the app you have? Thank you so much and apologies again.

Posted 9 years ago

“Massive range of products from everyday basics to organic and small independent retailers, all at reasonable and fair prices. The delivery drivers are the most friendly and helpful I've come across and substitutions/out of stock items are a rarity. All in all an easy and enjoyable shopping experience.”

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Posted 9 years ago

“Consistently polite, friendly and efficient. Ocado is the best possible delivery service available and I cannot fault it.”

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Posted 9 years ago

“I've shopped with Ocado weekly for, gosh, must be nearly 10 years. On the rare occasion I've had a problem, it has been quickly resolved by your exemplary call centre staff. Your delivery drivers are polite and helpful. I can't rate your service highly enough!”

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Posted 9 years ago

“Good product selection, good prices, great offers. Rarely items not available, any substitutions intelligently thought out. Delivery well organised, nice helpful drivers. Website and mobile app easy to use. Pleasant and efficient Customer Service.”

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Posted 9 years ago

“Very reliable service, good choice of products and consistent quality. Drivers are friendly and pleasant. Good customer service too. Highly recommend. And I'm Ocado customer for over seven years shopping weekly at least. My children don't have "shopping" word in their vocabulary, it is "order with Ocado". Rarely missing items or substitutions, been late twice in 7 years. Few years back we missed a delivery as I went into labour at the time. We called customer services when we got back from hospital just before 23:00 and got delivery first thing next morning. Nice. I like Ocado.”

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Posted 9 years ago

“The Ocado drivers are always amazing and the best in the indi”

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Posted 9 years ago

“Almost all great delivery people. When there is a problem with an item it is always refunded, no problem.”

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Posted 9 years ago

“I love Ocado..Reliable quality products delivered to my door.”

Helpful Report

Posted 9 years ago

“I love Ocado! Have been a customer for many years, and so glad to find that they delivered to Derby, when I moved here from London 4 years ago. ???? ( especially as the nearest Waitrose is over 10 miles away). Excellent customer service, drivers always deliver within allocated time slot and on the very rare occasion that they are running late will always contact you. Love the products, especially the 'essential' range which is great value for money, and the bundle offers. Only area that needs to improve is the packing - a bit inconsistent, items are sometimes damaged or badly packed, but always refunded if there is a problem.”

Helpful Report

Posted 9 years ago

Hi Susan, we're very pleased you're loving the service and that you're still shopping with us after your move from London. It makes us very happy to hear that we help make life that little bit easier and saving you from a trip to a bust supermarket miles away! We are very sorry to hear that you've received your shopping in a poor condition. We are working hard to improve this area of our service so it is sad that you are still receiving your shopping packed in this way. We take all feedback we receive very seriously and have monthly meeting held with the warehouse teams and managers of the Customer Service team to pass on customer's feedback and to create improvements to resolve the issues advised by customers. We are working very hard behind the scenes to improve on this area and we really hope you see a great change soon. Please do contact us if ever you would like to pass on feedback or request a refund as this is how we grow and improve as a company!

Posted 9 years ago

“Reliable service with communication though if the delivery may be late ,or early! Easy to use website (I do it all on the mobile app). Refunds processed promptly and fairly , a system working on trust can be open to abuse - this hasn't led to suspicion from the refund team thankfully. Polite and amiable drivers who are helpful but not too over friendly . Price match seems fair, but there's no reward scheme-loyalty isn't appreciated obviously... Overall I'm pleased and will use as long as the device stays this good.”

Helpful Report

Posted 9 years ago

Hi Elizabeth, It's great to hear that you are enjoying the service, and that your drivers are always polite and friendly. However, we're sorry to hear that you feel loyalty isn't appreciated, as we can assure you that we do. If you have the marketing box ticked in your account settings, our marketing team do regularly send some great vouchers via email. We also have some great giveaways & bundles on our Facebook &Twitter pages too. We hope that this helps and that you can take advantage of some great offers soon.

Posted 9 years ago

“Excellent service. Easy to use website. I have used Ocado for years and they have never let me down. Lovely groceries too and brands price matched to Tesco.”

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Posted 9 years ago

“I would be lost without Ocado now! The convenient delivery slots and app allow me to order for delivery when it suits me and adjust my order easily. The product range is great too and there's always lots of offers!”

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Posted 9 years ago

“I've been using Ocado for over 10 years & can honestly say it's the best grocery delivery company, I'd previously tried 4 others. I never plan to visit another supermarket & can't imagine life without Ocado. Their website & app is far superior to any other & the receipt in use by date order is fantastic.”

Helpful Report

Posted 9 years ago

“unlike others I have used, Ocado does what it says on the tin. They deliver on time, they rarely need to make substitutions, but if they do they tell me in advance. The delivery drivers are exceptionally polite and helpful. The range of goods and food on offer has grown considerably, but it's still easy to find what you want.”

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Posted 9 years ago

“Usually fantastic customer service, excellent comms re: unavailable items, great offers, super friendly and helpful delivery driver and a wide selection of products.”

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Posted 9 years ago

“I really love Ocado, their service is a life saver to me, they do the shop for me ( I edit it!) and then deliver at a time that is convenient to me - there is a huge choice of delivery slots. With smart pass I pay £110 per year and can then have as many free deliveries as I want (max 1 per day, min value £40) . I regularly get 2 deliveries per week which means I never have to go to the supermarket. As well as food there is also a huge range of stationery, flowers and John Lewis Home goods etc.”

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Posted 9 years ago

“Excellent website . Could not live without it . Fantastic and reliable service . Good choice of products and you usually have good sell by dates . I would love to be able to buy Waitrose fresh bread from ocado . I am less interested in the ocado brand of food as I don't have any information as to where you source it from but in order to get Waitrose food and other brands I would only use ocado . Whenever there has been a problem you have sorted it without any fuss . Top rate customer service .”

Helpful Report

Posted 9 years ago

Hi Jeannetta, We're glad to hear that you love the website! With regards to your query about buying fresh Waitrose bread from us, we do have our 'Request a product' button at the bottom of every page on the website. If you click this and enter what you want, it will go through to our Trading team to consider stocking this for you. We hope this helps and we'll keep our fingers crossed you can order some fresh Waitrose bread soon.

Posted 9 years ago

“So much gorgeous food to choose from. I alway indulge myself too much but that is a good thing !!”

Helpful Report

Posted 9 years ago

Ocado is rated 4.1 based on 2,635 reviews