Ocado Reviews

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

4.1 Rating 2,634 Reviews

77 %

of reviewers recommend Ocado

Company Reviews

Questions

Metrics

4.1

Based on 2,634 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

Write Your review

Tell us how Ocado made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Ocado is getting worse. On Thursday this week my order was 2 hours late, no message, no explanation. Fortunately I was in that day. Today, Saturday, my order was due at 9.30.-10.30. At 10.30 I received a message on my order (no email or phone call, fortunately I looked at my order) saying it was going to be here in 45 min. We re-jigged our busy Saturday. No one arrived. I checked the order again and it said I should have had a delivery by 12.30 - no order then ! I have just phoned Ocado and apparently it will arrive some time today. It is now 2.45 and I am still waiting. This has been a waste of a lovely day, waiting in for an order. They don't seem to care about their customers. I am sick of mouldy rotten fruit. Unfortunately my husband likes the M&S food, or I would stop buying from these people. I am not surprised they are running at a loss. What a dreadful shame. It costs so little to communicate properly.”

Helpful Report

Posted 1 year ago

“The quality has recently become worse and worse until a recent delivery when the fresh food was actually rotten. See picture of carrots.”

Helpful Report

Posted 1 year ago

“Sold stake said it was ribeye O more let chick stake as for are fund told its on it way Not so three week later asked o For a photo of it or no refund the are. Nuts”

Helpful Report

Posted 1 year ago

“They charge more than M&S for the food!!”

Helpful Report

Posted 1 year ago

“They are an absolute mess. The orders are never on time and sometimes even cancelled “because there is traffic”. On top of things the orders are never complete and there are always missing items. Don’t ever order from Ocado, don’t waster your time”

Helpful Report

Posted 1 year ago

“First time using Ocado. They missed the first delivery by 3 hours yesterday which meant I was not home when they tried to deliver. I spoke to Ocado, and they rearranged delivery for today between 9-12, having not heard anything from Ocado I contacted them again and found out that the order wasn't kept back for redelivery. No compensation offered. Useless.”

Helpful Report

Posted 1 year ago

“I had the misfortune of having a recent order delivered by Joshua in Cabbage Van, I have never had any delivery man behave like a Diva as he did in all the years I have been shopping with Ocado. I always ask the driver if he could place my bags inside my doorway (not come inside) because I have a bad back and arthritis and it's easier for me, but when I asked Joshua he seemed annoyed, he did it then took off in a strop like he couldn't get away quick enough. When emptying the bags he had packed them so shoddy, I have never had them packed so badly before, there was 3 bags with only 1 item in them and food mixed with body wash which leaked on them. He clearly did not care how I received my shopping or his attitude, I was shocked as this is not Ocado's usual high standards. The job is not for the weak.”

Helpful Report

Posted 1 year ago

“I have posted a review on Trustpilot regarding the shopping experience from hell. I have also dealt with the customer service department, who basically are not fit for purpose. My attempt to respond to the invitation to discuss matters further with Jack from social media department achieved nothing other than exposing further incompetence and a don’t care attitude towards customers. My review on Trustpilot is under the name Kaps.”

Helpful Report

Posted 1 year ago

“Ordered a weekly shop. Left instructions to leave the delivery outside my door. Driver did not try and left. I was then sent an email telling me I would lose the value of my shop as I was not in - not true. They subsequently agreed to honour the order as long as I was in between 7-9pm the night after. I cancelled an engagement to be there. Stupid me - they never showed up nor phoned or emailed me - just left me hanging. No food, no dinner, nothing. When I called them, they simply said 'we are sorry' and offered a £25 voucher off the next shop - like I would ever shop with them again. Absolutely rubbish. Never again. Insulting.”

Helpful Report

Posted 1 year ago

“My delivery was booked for 6-7pm I got a message to say it was delivered only it wasn't. I had to call Ocado and they told me the van was broken and was swopped which generates a delivery notice ? Now delivery was to be up to midnight and they had taken my money as it was shown as delivered. I refused a delivery after 10pm as I work at 5am and they acknowledged that and I was only offered two days later. I cancelled the order on the phone but the guy still called after 10 and i was in bed and could not get to the door quick enough. They texted me to say they had rung but they did not which was a lie. I asked during the cancellation for my money back only to be told "THEIR PROCEEDURE IS 7 TO 10 DAYS DUE TO THE BANK "? so NO shopping, and an unacceptable wait of up to 10 days for my money which, they took contrary to their to their own published terms. Its bordering on illegal practice. I would suggest they broke their contract with me, they took unauthorised funds and now I have to wait 7 to 10 days. Yet they can make a refund for missing items in hours ?? Shocking. I will be taking this up with trading standards. Their customer services (sic) team are pleasant but in the end not able to help which is an obviously incorrect situation. Obviously there are serious errors in their procedures. for all they know i could have no food for kids and now no funds to replace it.”

Helpful Report

Posted 2 years ago

“Substitutions or a complete failure to supply has become a common theme… Offering products that are not available to deliver is a very poor system and incredibly irksome (as is informing customers just a few hours prior to delivery).”

Helpful Report

Posted 2 years ago

“After shopping with Ocado for many years, was absolutely distraught after they cancelled my entire Christmas food shop (only after I'd contacted them to say it hadn't arrived) saying they were having delivery issues, but they offered to deliver after Christmas instead (27th December). Absolutely appalling customer service.”

Helpful Report

Posted 2 years ago

“DO NOT ORDER FROM THIS COMPANY! NO CHRISTMAS EDIT ON YOUR SHOP! Can’t get into the website to add some more items the page will not load and all the customer service staff have gone home! Not what a customer needs so don’t order from them! Customer service is non existent! Date of experience: 19 December 2022”

Helpful Report

Posted 2 years ago

“A big Christmas Raspberry to you Ocado! I’ve had a Christmas shop on order for a few weeks and have just received an email at 6pm on Sunday to advise me that due to an issue with my card payment, my order for Monday delivery has been cancelled! There are no issues with my credit card and you should have at the very least offered me the opportunity to resolve the matter before perfunctorily deleting my order. High handed attitude and shocking service from you, which I won’t give you the opportunity to repeat. I am cancelling my account forthwith and trust that other customers will not be placed in this position one week before Christmas! Bah Humbug Ocado”

Ocado 1 star review on 18th December 2022

Helpful Report

Posted 2 years ago

“After spending so long adding products to basket I check out. More than half of my items are not available. This has happened on so many occasions. It makes no difference if I change delivery day to over a week after. Still not in stock. Why not say items are out of stock so I don't waste my time. Total joke of a company. Wasted over one hour today. It was a good store when they were together with waitrose. Not long after partnering with m&s, their store is garbage. Always do not have stock.”

Helpful Report

Posted 2 years ago

“Made me wait for delivery late night and no show. Had to call in myself and find out whats going on and look for a solution. Little did I realise I would be forced with the next slot of 3hrs because there was nothing else and the money had already been clawed from the bank which would take another 3 days to release. First time shopping and last time aswell... Be warned protect your sanity and shop in reputaboe stores. These incompetents will mess you around and have you run around for a solution.”

Helpful Report

Posted 2 years ago

“No Service or intelligence i genuinely do not know no where they scraped the current workforce from, it was obviously the bottom of a very dirty barrel as the quality is certainly non-existent and to be frank the level of idiocy mind-blowing. As my Grandad say you can't reason with someone who lacks the capability To have an intelligent conversation, and that Ocado there is no sign of intelligent life.”

Helpful Report

Posted 2 years ago

“3-4 months as a customer, delivery late a few hours for 3 times. Before I paid delivery fee in advance as smart pass, if delivery late, I got refund money back on delivery fee, but after paid for smart pass, delivery late, no refund, gave voucher which I do not want to shop with them anymore. Customer service replied to my complain, no refund and asked if, I want to cancel my smart pass. DO NOT PAY DELIVERY FEE IN ADVANCE, they have free delivery often. Shop around, somewhere else cheaper and better.”

Helpful Report

Posted 2 years ago

“Avoid! Horrible company - took money for organic lamb (6 packs of lamb liver, each cost £6) and substituted for 6 x M&S lamb liver for £1.60. They have notified me about the missing organic lamb liver and their chosen on my behalf substitute on the day of delivery, 10 min before delivery. When I call them and asked for refund as the 'substitute' is not organic, received the refund for M&S lamb liver of 6 x £1.60 and not the amount I paid for organic lamb liver of (6 x £6 per pack). Spend long time on a phone arguing that I do not want the substitute, I am not happy with their service and want full refund... Horrible company, Avoid!!!”

Helpful Report

Posted 2 years ago

“Who is the boss? - It's a sorry state of affairs, and it says a lot about an organisation, when the employees of that company do not even know who their boss is! There is obviously a complete disconnect between Ocado's Board of Directors and its staff when having liaised with 3 different customer services staff (names available), on 3 separate occasions, none of them are able to tell me the names of the Chief Executive and Chair of the company. I asked the question in relation to an on going issue with Ocado, yet to be resolved.”

Helpful Report

Posted 2 years ago

Ocado is rated 4.1 based on 2,634 reviews