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

“Love - the one hour time slots - you can book a slot at fairly short notice - you can edit orders until evening before delivery. Also like the friendly drivers and prompt service if there is a problem. Excellent range of products at very competitive prices on an easy to use app. Definitely my preferred shopping company.”

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Posted 9 years ago

“Excellent service every time”

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Posted 9 years ago

“Ocado have been delivering my weekly shop, plus the occasional mid-week top up, for 13 years. I had used other services before and none of them gave the same level of efficiency and service. The very rare problems - squashed packages or bruised fruit - have always been fully refunded, but the problems are very few. The drivers are always friendly and polite, and the website is easy to use, both on my PC and phone app. Looking forward to the next 13 years of excellent service!”

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Posted 9 years ago

“First class service. All the drivers are helpful and pleasant. Orders arrive in good condition and on time. I am very pleased with the service and plan to continue using Ocado for my weekly shopping.”

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Posted 9 years ago

“I am a big Ocado fan. I periodically try other online supermarket services, just to make sure they are still the best - they are! They have delivered our groceries with a smile, even when our little lane is blanketed in snow and they can't actually get the van down to us - unbelievably reliable. The only downside for me is eggs - had a run of broken eggs which is just a complete pain and so have given up on ordering those online - the packing system seems to think it's OK to put eggs (or bread, fruit, anything else you don't want squashed) underneath heavy stuff like multi-packs of soft drink cans. A bit of reprogramming required there I think. That aside, I remain very happy with my Ocado service and frequently recommend them to others.”

Helpful Report

Posted 9 years ago

We're pleased to hear that you've been enjoying the service Sandra as it is always our aim to making your weekly enjoyable, and we're always striving to make the next better than the last. We're sorry to hear that the packing of you shopping has been a bit hit & miss. We're very sorry for this. We'd like to get this reported back to our Warehouse team so if you could email us on ocado@ocado.com with www.reviews.co.uk in the subject line we'll get this done for you?

Posted 9 years ago

“Overall great. Deliveries always on time. What lets you down is the poor quality of fruit and vegetables and even more the terrible bag packing! So many times I have received a bag stuffed full of heavy items like milk, with a sag flattened bag of lettuce at the bottom!!!”

Helpful Report

Posted 9 years ago

Oh no, we're sorry to hear that we've let you with the quality of the fruit & veg Laura as this is not our intention. We can completely understand that this along with the packing of your shopping must be extremely frustrating, and for this we need to hang our heads in shame. We'd like to take a further look for you and get this reported back to our Warehouse & food tech team. Could you email us on ocado@ocado.com with www.reviews.co.uk in the subject line?

Posted 9 years ago

Hey Laura, thanks for emailing us. you'll be delighted to hear that we've passed the details of the poor quality fruit & veg that you've been receiving from us to our Food Tech team. Finger crossed you'll see a major improvement in the quality in your future orders. We hope this has been of assistance to you.

Posted 9 years ago

“Quality service, Easy to use website. Great deliveries and even on the very and I mean very rare occasion that there is a problem its sorted quickly and with little hassle.”

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Posted 9 years ago

“Great offers and discounts and delivery. Love the scan barcode app and original Ocado app too, which makes things very easy for me.”

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Posted 9 years ago

“My only real gripe is use by dates - to the extent that I frequently have made the decision to go and do my whole shop at sainsburys or tesco instead of Ocado simply because I believe that staples like bread and milk etc will come with such short shelf life's, that I will have to make a single trip in a few days to replace them. So it's more than just my inconvenience, it leads to lost revenue on your part.”

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Posted 9 years ago

Goodness, it worrying to hear about the quality of the grapes that you've been receiving and the use by dates, We're very sorry for any annoyance & inconvenience that this has caused you. We'd like to take a detailed look into this for and would appreciate it if you could email us on ocado@ocado.com with www.reviews.co.uk in the subject line.

Posted 9 years ago

“I think Ocado offers a great service and saves me both time and energy, both of which I value greatly. With a bad back, it is great not to have to lift heavy shopping in and out of the car etc.. Ordering online is straightforward and all the products are good. Delivery is reliable and always within the allotted hour, and usually the drivers are friendly and helpful. On the odd occasion I ask for a refund there is never any quibbling about it. My only complaint is that sometimes the bags are packed badly, and delicate items such as salad or eggs are squashed. Overall, an excellent service.”

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Posted 9 years ago

Hey Caroline, we're glad that we could help to make doing your weekly shop easier as we know how much of a nightmare it can be going to the local supermarket and doing the shop & then lugging it all the way home. It does sadden us to hear that we've let ourselves down your tops marks due to packing and we're very sorry if we've annoyed you in anyway. We'll get your comments passed on to our Warehouse team so that we can take a look further & make the necessary improvement to get your complete seal of approval. We hope you have a lovely weekend.

Posted 9 years ago

“Ocado are the best! I've tried several supermarket home delivery services, but I've stuck with Ocado as they have proved to be the most reliable delivering my orders on time, and with the products I've ordered and hardly any substitutions or missing items. I pay to have an annual delivery pass, which although it's a lot to pay at one time, works out at good value spread over the year, especially in weeks where I have more than 1 delivery. I've also found the fresh produce is fresher than when I've used other delivery companies, and what I like most is being able to have Waitrose products delivered straight to me without having to go into town and pay parking charges.”

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Posted 9 years ago

“Once you have tried Ocado, there is no going back! I have tried ALL the major grocery suppliers, and not one comes close to the level of service and quality of produce. Who else gives you: a huge range of delivery times, small delivery windows, friendly staff, fast refunds, Tesco price match and vouchers if you have paid more, colour coded bags for freezer, fridge & cupboard for easy packing when you are in a hurry (perfect for busy family life!), recyclable bags which the driver collects on your next delivery (love to recycle), free samples (and not mini versions either, proper sizes you can share and all try) , huge range of organic products, gifts, flowers & toys (told you it was great for busy families!) but most importantly, fresh food delivered to your kitchen, with a smile!”

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Posted 9 years ago

“In over 10 years of bi-weekly deliveries I can count on one hand the times that the delivery was late or substitutions were unacceptable - that's why I use ocado- reliable, great service and that makes my life easier!”

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Posted 9 years ago

“Love the fact I can order the day before if I'm at work, and it can come before I even leave for work. The quality is always great, very rarely for I receive substitutions - and the delivery drivers always have a :-) smile!!”

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Posted 9 years ago

“I love Ocado because They offer 1 hour delivery slots They virtually always stick to their promised times and if they don't they call me and explain They tell me in advance if they need to substitute an item They cheerfully bring my shopping in and put it on my kitchen table They are friendly”

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Posted 9 years ago

“The value is great, deliveries normally spot on - and the drivers always happy and helpful. However I have had a couple of times in the last few months where I have had had problems with orders and the level of care at customer service dept leaves a lot to be desired. When emailing a complaint, we are always waiting 48 hours as you have a backlog. If you have a continual backlog, then why not ask someone to work a couple of days over time to clear it? My complaint took over a week to deal with, and that was only after I had cc'd Tim Steiner in the email. Last week, I purchased 26 non grocery items in your 50% off sale, only to be told none of them were available on the morning of my delivery. Remarkably the items were still on sale at full price; my friend ordered some of them. I wrote something on your Facebook page, and on my blog, but couldn't be bothered to waste a week of my time exchanging time delayed emails with your customer service dept. I would not be inclined to order non grocery items with you again.”

Helpful Report

Posted 9 years ago

Hi Emma, it's great to hear from you. However, we're really sorry to hear that your query was not answered within 48 hours, we will be sure to pass your feedback on regarding this. If your query is urgent, we do also have many other ways to contact us, either via our Live chat option on the contact us page, through Facebook or Twitter and we always have the option to call us on 03456561234. We're also really sorry to hear that you were not able to take advantage of the 50% off sale items, we are aware that this was looked into by our Management team. Once again our sincere apologies for any inconvenience that we have caused you.

Posted 9 years ago

“I've been shopping with Ocado since they first began and have nothing but praise for them. Their delivery drivers are exceptional, always polite and helpful, if there is ever a problem with a damaged/missing item (which is extremely rare) it is always quickly sorted with no fuss. We hardly ever have a substitution or a missing item which means that you can rely on your grocery delivery even at Christmas. I do occasionally pop into another supermarket for a trip out, but always find myself comparing them poorly to Ocado. I am always a bit dubious of glowing reviews, but honestly, Ocado have provided the best service for over 10 years and would not consider another supermarket or delivery service.”

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Posted 9 years ago

“Great service. I rarely shop with any other online supermarket now. Deliveries are nearly always on time and are often early. If there is a delay, this is communicated. There are very few substitutions.”

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Posted 9 years ago

“I've just passed my 12th anniversary of using Ocado, which I think speaks for itself. Exceptional customer service and they genuinely want to delight their customers not just satisfy them.”

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Posted 9 years ago

“I have shopped with Ocado for 7 years and they are simply the best! A wide range of good value groceries and other goods, I rarely have substitutions, they promptly and efficiently deal with problems and the drivers are friendly and helpful”

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Posted 9 years ago

Ocado is rated 4.1 based on 2,626 reviews