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

“good service lots of choice rare substitution delivery on time”

Helpful Report

Posted 9 years ago

“I have used other online delivery companies but always come back to Ocado. Great range, especially organic now, and decent prices although quality can vary. It would help to be told on the website if eg fresh caulis are small this season for whatever reason so that we can cater accordingly. Some drivers need to be reminded that customers book their timed slots for a reason and, although always worth checking with the customer, it may not be convenient to take an earlier delivery.”

Helpful Report

Posted 9 years ago

Yay, we're glad to hear that you keep coming back to us Pauline and your kind words mean a lot to us as our aim is always to impress you. Thanks for your suggestion about your comments on the information that you would like to see on the website. The information we currently have displayed on the website is sent to us by our suppliers. We will of course pass this on to the relevant team for consideration and we'll keep our fingers crossed for you. Have a lovely weekend :)

Posted 9 years ago

“Ocado provides a consistent service of top quality food, delivered by excellent drivers, with very good, pro-active customer service. Carol Corfield”

Helpful Report

Posted 9 years ago

“I have been disappointed at times with the stock levels, items out of stock for weeks, also shopping at the weekend arrives smashed, no care taken in the packing of delicate items, i'e biscuits placed in with a box of beer, smashed, boxes squashed by heaver items leading to contents spilling out, I have had to clean yoghurt off of items before placing them in the fridge or cupboard, although requesting a refund is never a problem, customer service staff are always helpful.”

Helpful Report

Posted 9 years ago

Yikes, it's really concerning to hear about the level of service that you've been receiving from us Janet as we would not expect your shopping to arrive to you damaged. We're truly sorry for the inconvenience that this has caused you as it does defeat the objective of doing an online shop for convenience. We're also sorry to hear that you've been unhappy with the stock levels & we'd like to look into both further for you. Could you email us on ocado@ocado.com with www.reviews.co.uk in the subject line?

Posted 9 years ago

“Excellent service. Excellent range of products. Excellent delivery drivers. What more can I say? I can't even remember the last time I had a missing product or a substitution, unlike with other supermarket deliveries I've tried. Similarly, all the products have really good use by dates on them, unlike with supermarkets where I've ordered what was supposed to be a week's worth of fresh stuff only to find that most of it is out of date the day after delivery. I can't recommend Ocado highly enough.”

Helpful Report

Posted 9 years ago

“Compared to others, Ocado excels in every way. You could not ask for more. It has changed my life. Well done Ocado..................”

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Posted 9 years ago

“I have Ocado used for 10 years always been happy.They have one of the best selection of free from I know being coeliac.”

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Posted 9 years ago

“I've been using Ocado now for over seven years without experiencing any problems at all. I have tried other companies, (Tesco, Sainsbury's and Waitrose) but I have no intention of moving away from Ocado.”

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Posted 9 years ago

“Ocado makes juggling being a mummy and running my own business do'able! Thank you Ocado!”

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Posted 9 years ago

“Ocado is just brilliant, the website is simple & I can easily do a weeks shopping in 10 minutes. The offers are also really good, which helps keep my weekly shopping interesting, i'll always find something new. I can't remember the last time I went to a supermarket, it just make life easier to shop online!”

Helpful Report

Posted 9 years ago

“I have always been completely delighted with Ocado. As I'm wheelchair bound it helps me keep my independence which is so important for me! It's an excellent website to navigate and I find it brilliant.”

Helpful Report

Posted 9 years ago

“Consistently convenient timely and friendly delivery of quality produce.”

Helpful Report

Posted 9 years ago

“Very friendly delivery guys who are always helpful and polite. Service very reliable . Products very good.”

Helpful Report

Posted 9 years ago

“Good choice of products and availability of delivery slots. Reliable delivery times and very rarely do I receive replacements.”

Helpful Report

Posted 9 years ago

“Ocado have always had excellent customer service. The delivery people bring your shopping to wherever you want in the house. The food always has good use by dates as compared to other online groceries. An excellent range of gluten free food.”

Helpful Report

Posted 9 years ago

“Ocado was a blessing to me back in 2009 when I broke my ankle. It was so good having all my groceries delivered and the range of goods is amazing so I kept on using Ocado even once my ankle had healed. The website is extremely easy to use - much better than the Waitrose site. The time slot of one hour for deliveries is excellent. The only reason I don't give 5 stars is the packers. Far too often I have had to claim a refund as whoever packed the goods did not take enough care when putting different items into bags. Last week the packer had put two 4 litre containers of milk on top of a pack of 4 peaches - of course the peaches escaped from their packaging and were squashed. I would still recommend Ocado despite this but it would be good if the packers had more training - it can't be good for the company to have to keep giving refunds due to poor packing. It is so convenient that when I am on holiday I can arrange for a delivery to be made the day I return. I would not consider going back to doing my weekly shop in a Supermarket when I have the convenience of Ocado If I could give a score of four and a half I would, just get the packing right and it will definitely be a 5* rating.”

Helpful Report

Posted 9 years ago

We're pleased to hear that we've been a blessing on your weekly shop Carole. However it's really worrying to hear that the packing of your shopping has not met your high standards & for this we're very sorry for this. We'd like to get this reported back to our Warehouse team if you could email us on ocado@ocado.com with www.reviews.co.uk in the subject line.

Posted 9 years ago

“Ocado have a very easy to use website and a surprisingly wide range of products including kitchen hardware. The vans are almost always within the one hour slot and in the rare event that there is a difficulty they are great at phoning in advance to ket you know. I also find it useful that they let you edit the "trolley" later than with other suppliers I have tried, Excellent service.”

Helpful Report

Posted 9 years ago

“I have been using Ocado almost since it first started operating. There is always good availability for delivery slots, deliveries are very reliable and they are good at keeping you informed if, on rare, occasions things go wrong. The website is easy to use and it is easy to search for bargains (half-price offers, BOGOF offers etc). The only reason that I have not given 5 stars is that from time to time packing can be rather haphazard with items getting squashed or damaged. That said, I have never had a problem getting refund when this has happened (although, of course, sometime you really don't want a refund you just want the item to arrive as it would if you had packed it yourself!)”

Helpful Report

Posted 9 years ago

Hey Nichola, We're pleased to hear that you are enjoying the service and that we've made your life easier, it does sadden us though that the packing has let us down on occasions and we completely get that you want the items to arrive damage free rather a refund. We'd like to take a further look to see how we can improve in this area of the service and have passed on your comments to our Warehouse team. Fingers crossed that you see improvement to the packing in your your future orders, any problems please email us on ocado@ocado.com with www.reviews.co.uk in the subject line & we'll chase this up for you.

Posted 9 years ago

“Ocado is reliable and the produce is good value, good quality and with a reasonable shelf life. Items are rarely substituted or out of stock. I also like the fact you receive a text before delivery to say if there are any substitutions as it gives you time to decide if you want to keep them or not. Substitutions are usually appropriate ones and not e.g. Smoked salmon for salmon fillet as I have received from another supermarket. Customer service has always been helpful arranging refunds for damaged items. The only complaint I have is that bread and bakery items are sometimes packed with heavy items like bananas or tins and end up squashed. Despite repeated emails this still happens from time to time. On the whole I think Ocado is the best delivery service available.”

Helpful Report

Posted 9 years ago

Hi there Hazel, thank you for your lovely feedback. We're so pleased that you've found our service to be reliable and our produce to be good quality and good value. Even better when you rarely get substitutions, but we are sorry that you've found your bread and bakery items sometimes squashed due to heavier items like bananas and tins. This must be very frustrating indeed, we’d love to see what we can do to help. So we can look into this further for you, please can you email us at ocado@ocado.com with your name and Reviews.co.uk in the subject. We’ll then be able to get this feedback passed on to our Warehouse team for you. We look forward to hearing from you Hazel and we hope this helps!

Posted 9 years ago

“A very efficient Company”

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Posted 9 years ago

Ocado is rated 4.1 based on 2,626 reviews