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

“always very helpful ,any problems have been resolved quickly ,minimum of fuss ,”

Helpful Report

Posted 9 years ago

“Excellent service. Very few subs.”

Helpful Report

Posted 9 years ago

“I've been an Ocado customer, weekly or more, for 11 years now. It's the best way of food shopping ever. There may be other online grocery shopping companies, but why change what seems perfect. I hate the time wasted by driving to and from, the choosing and unloading and then loading into the car....and on it goes. So boring! I have a weekly saved list and I am reminded to tweak this the day before my order is due to suit my needs for the following week. 10 minutes perhaps? With a cup of tea! Then, the next day, with prior warning, the shopping arrives and it is deposited into my kitchen. All I have to do is unload. The cost? Well, some say it's expensive. You haven't chosen a cheap outlet store, for sure, but I also save so much by not walking up and down the aisles and many of the terms match tesco prices, that's good enough for me. As you can see, I'm sold on the place. Xx”

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Posted 9 years ago

“I'm about to hit my ninth year of using Ocado regularly most weeks. I'm a delivery pass subscriber and shop for a family of six, probably spending around £500 pcm with Ocado. Deliveries; excellent. Drivers are prompt, helpful, will call ahead to ask if they can deliver early. Substitutions; rare, for the most part sensible, one of Ocados strong points is that you can't usually order something in the first place if they have no stock. Range; generally good, better than my local, fairly small Waitrose. Great quality food and other products, we buy a lot of Waitrose Essential brand. Ocado own brand needs caution, some is as good as Waitrose, but not all. Packing; the MAJOR fail. The only thing that frequently disappoints. 5kilos of cat litter on a loaf of bread isn't helpful, nor are several 4-packs of beans on top of meringue nests, nor the 12 pack of eggs at the bottom of a full bag meaning 5 have cracks and I need to use them asap or chuck them, finger rolls like pancakes after having washing liquid bottles dumped on them - where should I stop? Sort out the packing conveyors to stop ridiculously heavy stuff being bagged with soft or delicate stuff and you'd be perfect!”

Helpful Report

Posted 9 years ago

Hi Caroline, we're really pleased to hear that you're loving our service and you are enjoying the most part of your shopping experience with us. We are very happy to hear that you've been part of the Ocado family for nine years and are still such a fan. We will be sure to pass on your lovely comments regarding the drivers and substitutions to the relevant teams. However, it is very disappointing to hear that you have not been happy with the packing of your shopping. As we are not like a normal online supermarket and do not pack from a physical supermarket, our processes are very different and so it can be a little bit more complicated to make big changes within our warehouse. We are working very hard behind the scenes to improve this area of our service and do take customers feedback very seriously. Members of management from our Customer Service department have monthly meetings with our warehouse management to look into ways of improving our packing area and prevent damages. We have made various changes which we hope you will see in the near future. If you ever have any issues or damaged items, please don't hesitate to contact our Customer Service team or request refunds online. Thank you again for contacting us regarding this. Have a great day.

Posted 9 years ago

“I find Ocado the most reliable home delivery service in terms of availability of stock and up to date stock information on the website. Guidance regarding storage, shelf life and ingredients is also very good. Items are rarely missing and hardly ever substituted. The drivers arrive on time or telephone and the vast majority are helpful, friendly and professional. Problems are resolved on the doorstep but if found after the driver has left the company is quick to process refunds. The range of products is excellent including organic food and household items such as bedding and kitchen ware. I am a happy customer!”

Helpful Report

Posted 9 years ago

“I have used Ocado for many years and love it. The prices are competitive and the drivers are always pleasant and helpful too. Unlike most other online groceries companies I have used I find that there are almost never any substitutions . The order is always complete with no out of stock items. I would recommend Ocado to friends and family.”

Helpful Report

Posted 9 years ago

“I have been using Ocado weekly for years now and have found them to be excellent. Every delivery has arrived despite weather and traffic - drivers always courteous and helpful. Range of products and prices very good. Useful too during self catering holidays in England - just give them your holiday address and the shopping arrives as usual. Old carrier bags go back with the driver for recycling. Minor quibbles - on occasion the number of substitutions seems unreasonable especially when the order is placed the day before. In my last order there was a birthday cake ordered several days before and in stock at that time but which was not available on the day and for which I received no substitution. As it was needed within an hour or so of the delivery, that was very disappointing.”

Helpful Report

Posted 9 years ago

Hi Clare, it's fab to hear you like the service, and that you even use us when you're on holiday. We're really sorry to hear that you have not been happy that you have had some substitutions, especially that a birthday cake was missing too. We can understand how this must have been very disappointing. Our availability on the web shop is linked with our deliveries from our suppliers, and if we are let down by our suppliers on the day of your delivery, we sometimes sadly can't get the item to you or a suitable substitution. We hope that you managed to get another cake in time. Once again our sincere apologies and we hope that you continue to enjoy shopping with us.

Posted 9 years ago

“I'm always a bit reticent to leave a 5 star review but I do find that my experience of Ocado deserves it! My shopping is normally sensibly packed, The drivers are normally very helpful, make every effort to be within their hour slot. and usually manage it! They will phone me if they are in the area to see if an earlier delivery time would be convenient.”

Helpful Report

Posted 9 years ago

“We had used Ocado occasionally before being offered a deal on the Smart Pass. We signed up and it has revolutionised our lives. My wife has a long term illness and my autistic son didn't and currently still doesn't like going out (other than to school), so the service Ocado offered transformed what was really becoming quite a chore. Thank you Ocado and your helpful & friendly drivers for all that you do. I think in the 7 months we have been using them (2 deliveries a week on average), there has only been one substitution. Believe me, I was sceptical abut signing up to Smart Pass, but we'll never go back in a store again - and we won't miss it either!”

Helpful Report

Posted 9 years ago

“Service is good. Delivery slots are usually available and there are rarely any substitutions.”

Helpful Report

Posted 9 years ago

“I like alot of the products available from Ocado which is why I still shop with them. They have some interesting foods of a generally high quality. Unforunately the packing leaves alot to be desired and I frequently have to return damaged items because everything has been thown in randomly. Morrisons use the same delivery service so I don't use them anymore for the same reason and because their food is pretty run of the mill its not worth putting up with the poor delivery. I have had a few issues with food, quite often organic, going off well before its use by date.”

Helpful Report

Posted 9 years ago

Hi Karen, we're really sorry to hear that the packing of your orders has been so poor, this is not what we'd expect at all, it's really disappointing that this has meant you've missed out on lots of items. We hope you've contacted us regarding this as we would really like to look into it, if you haven't, could we please ask you to email ocado@ocado.com with Reviews.co.uk in the subject? We're a little concerned to hear that you've been having problems with organic items too, this is also worrying and definitely something we'd want to look into.

Posted 9 years ago

“I am a longstanding customer of Ocado because the service I receive is absolutely beyond compare and the convenience of shopping online with a trusted company fits in well with my busy family life. The excellent website and iphone app are incredibly straightforward and user friendly. I love the one hour delivery slots, and being able to rely on drivers to make that slot. The drivers are always exceptionally friendly and helpful, as are the customer service team and, on the very rare occasion that I have encountered a problem, it has been dealt with promptly and with a mind to complete customer satisfaction. And last, but most certainly not least, I love the fact that I rarely have substituted items in my shopping order and when I do, they are sensible substitutions. I always recommend Ocado to my friends and family, all of whom have subsequently commented on what a great service the company provides.”

Helpful Report

Posted 9 years ago

“Over the years the 'perishable' food quality has improved considerably, the introduction of butchers and fishmongers in particular. Substitutions can still be irritating, especially when there isn't one (no pints of semi-skimmed milk last week?). Packing is a nightmare; so random, with eggs being the biggest casualty. Please do not put anything else in with bottles and bottles only need their cardboard holder not a carrier bag as well. The web site needs to be looked at as it to is pretty random, coming up with ideas that are not customer focussed. Finally please do not e-mail me to tell me that I've save 41p on my last shop; one it is pathetic and two, I've generally saved more than that so it is pointless. Overall much better than going to a supermarket, although if your logarithms are working you will note a sharp decrease in our fruit and veg spending as we now go to a local independent supermarket where it is 50% cheaper and superior choice and quality.”

Helpful Report

Posted 9 years ago

Hi Peter, it's very disappointing to hear that you've been receiving some less than satisfying food over the years. A lot of time and effort has gone into vetting our suppliers and ensuring only the highest quality products make their way to your door, so it is disheartening to hear that the standards have been slipping in your experience. We're sorry that there isn't always a substitution available, occasionally we can be let down by a supplier when it comes to picking and packing your order, if this happens we will try and substitute with other items we have available, however these can only come from extra items we have, which aren't already allocated to an order. As we aim to reduce waste as much as possible, we only order what we need to fulfil deliveries, so if we are let down it can sometimes mean we don't have an alternative available. We understand how disappointing and inconvenient this must be but we do our best to ensure this is a rare occurrence. It's really worrying to hear that your eggs are consistently turning up in poor shape, this definitely should not be happening. We hope you've been requesting refunds whenever this happens, we'd really like to investigate this further with our Warehouse team. We'd like to discuss your concerns regarding the website with you further, as it certainly shouldn't have a random feel and is aimed to be as customer focussed as possible. We're sorry for the disappointment with our Low Price Promise emails, sadly these are automated but we can understand how they could be irritating. If you could email us at ocado@ocado.com, and include Reviews.co.uk in the subject, we'd really like to discuss your concerns with you further.

Posted 9 years ago

“Overall Ocado is very good. Very few substitutions and on time. However the packing is not always great. Yesterday I had a broken can on beer, the cost of which was refunded by the driver. But I had a bag of dripping beer all across the kitchen. Then on continuing to unpack I found a split bag of flour. Hardly worth a phone call for recompense but extremely messy and most annoying.”

Helpful Report

Posted 9 years ago

Hi Valerie, we're really sorry to hear that there was leaking beer and a split bag of flour in your order, this must be really irritating and we would like to apologise for this. We'd really like to get those refunded and reported to our Warehouse Management team, they can liaise with the individual packers who picked your order and let them know of the damages, as well as what we can do to avoid this in future. Could you please email us at ocado@ocado.com, with Reviews.co.uk in the subject?

Posted 9 years ago

“I use ocado as they have a good selection of products, nearly always on time, and rarely and substitutions. The ability to do pet food etc at same time as a definite plus”

Helpful Report

Posted 9 years ago

“Ocado raises the bar for my expectations around how any online retailer or service operates. I do all of my grocery shopping from my mobile app, in less than 5 minutes. That is a massive time saver over what is ordinarily a tedious activity! Ocado is also continuing to develop new features and capabilities on the app, which is also great to see. On the odd occasion when i've had an issue, (missed a flight home) Ocado has been excellent at reorganising my delivery, taking the stress out of those unforeseen issues. I have already recommended Ocado to a number of friends, who are now regular customers. I would highly recommend them.”

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Posted 9 years ago

“Always excellent service and on time. Drivers always polite and pleasant.”

Helpful Report

Posted 9 years ago

“LOVE Ocado! Have tried all the online grocers over the years and always come back to Ocado. App is great and you can shop on the go using your phone, super user friendly. Drivers are always absolutely lovely, so friendly and helpful and customer service is excellent. My first big worry when moving house out of London was 'will I still be able to get Ocado'. Luckily I could, phew!!!!”

Helpful Report

Posted 9 years ago

“Great range of products. Convenient time slots and excellent customer service. Ocado app is easy to use and navigate so shopping is easy - particularly like the bar scanning option. Have been using Ocado now for a number of years and will continue to use them very impressed.”

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Posted 9 years ago

“On the ocado app there should be a way to ask for refund. It would be absolutely amazing if ocado could deliver marks and spencer food as well! There is no delivery service for food by marks (business potential for ocado) and most people would be in agreement that marks has better quality for food.”

Helpful Report

Posted 9 years ago

Hi Amireh, thank you so much for your feedback. Our super techies are working hard on improving and developing our app and so a refunds option is currently an idea they are working on. Keep your eyes peeled for that ;) In regards to Marks and Spencer food, we will of course pass this suggestion on for you. We can't guarantee this would happen in the future but we can certainly pass on your comments for consideration. We hope you continue to enjoy shopping at Ocado.

Posted 9 years ago

Ocado is rated 4.1 based on 2,626 reviews