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

“Everyone who works for Ocado seems friendly and helpful. I like the fact that often they are earlier than expected and seldom later. But fruit and vegetables are often packaged when wet and can't be kept for long.”

Helpful Report

Posted 9 years ago

Aww, thanks for your kind words Parveen on how friendly our team are, it really means a lot to us. We're very sorry to hear though that you have been receiving bruised fruit as it is certainly not the quality of produce that we would expect. Please email us on ocado@ocado.com with www.reviews.co.uk in the subject line as we'd like to get this passed on to our Food Tech team.

Posted 9 years ago

“The service is reliable deliveries are usually within the time slot, if there is a delay they telephone to explain and are always polite. The one frustrating thing is if an ordered product is out of stock more often than not there is no offer of a substitute which if it happens to be the main meal for that day it is not helpful. Could there be somewhere to indicate if a substitute would be preferred? Otherwise Ocado makes modern day shopping a dream.”

Helpful Report

Posted 9 years ago

Gosh, it worrying to hear that you've been let down with out of stock items Patricia and for this we're truly sorry for any annoyance caused. We will try to provide you with substitute if you we are unable to fulfil your exact order. It may have been the case that we were unable to find a suitable alternative. We'll get your comments passed on and hopefully in your future orders you'll an improvement.

Posted 9 years ago

“Prompt delivery, outstanding customer service. Do wish there was a wider selection of Waitrose products .”

Helpful Report

Posted 9 years ago

Yay, it's fabulous to hear that you've been enjoying the service Mary. This means a lot to us as we're always looking to make the weekly shop easier for you. If there was anything in particular that you were after in the Waitrose range please let us know by email on ocado@ocado.com with www,reviews.co.uk in the subject line as we'd be happy to see if we can track them down.

Posted 9 years ago

“Good value for money, great choice and reliable.”

Helpful Report

Posted 9 years ago

“They are very competent and the drivers are very pleasant. Also they credit you for the odd orange which was past its prime. I tried tesco once and I do mean once. Sainsburys twice. No comparison.”

Helpful Report

Posted 9 years ago

“Have always been very happy with the service from Ocado. There is a really good selection of products and I like the prompts on forgotten items. In all the years I have been using the service only twice was there a problem getting my delivery on time, both due to exceptionally bad weather conditions and I was kept updated all the time. Ocado has made my life so much easier.”

Helpful Report

Posted 9 years ago

“This service used to be 5 star. Deliveries are mostly on time which is good. Lately A lot of the times, packages are smashed/cracked and liquid is spread all over the products. Also a couple of times food doesn't seem to have kept well. Vegtables seem to be old and not have a long shelf life. We've started to look elsewhere for veg or get frozen. Whoever picks it isn't as fussy as we are.”

Helpful Report

Posted 9 years ago

Goodness James, we're so sorry to hear that you've been receiving damaged products from us. This is not the level of service that we'd expect and we're truly sorry for any inconvenience that this has caused. It also saddens us to hear that you've been getting old veg and we'd like to report both back to our Warehouse team. Could you email us on ocado@ocado.com with www.reviews.co.uk in the subject line?

Posted 9 years ago

“Overall very good for variety and availability of stock, delivery options are excellent especially with the SmartPass, delivery drivers are friendly and very helpful. Refunds for missing or damaged items are promptly approved and sometimes arranged at the door by the driver if items are seen to be damaged then. The most serious shortcoming has always been there - packing. Too often, large heavy items are packed on top of more delicate items, such as cartons of milk on top of the bread, boxes of cat food on top of the yogurts. It doesn't happen often enough to merit a lower overall marking, but it does happen too often. If there was an "excellent" rating available, Ocado would have to resolve the packing problem to earn that marking.”

Helpful Report

Posted 9 years ago

We're glad to hear that you've been enjoying the service overall John, but it worrying to hear that we've let ourselves down from the tops marks due to packing. It saddens us to hear that the packing of your shopping has not met the highest that you'd expect and those that we set ourselves. We'd like to take a further look & get it reported back to the our Warehouse team. Please email us on ocado@ocado.com with www.reviews.co.uk with in the subject line.

Posted 9 years ago

Thanks for emailing us John, we've responded to your message and passed all feedback on to our Warehouse Management team about the packing. We hope that you will begin to see an improvement. If there is anything else we can help you with by all means please do get back in touch. We hope you're having a lovely day!

Posted 9 years ago

“Good range of products at competetive prices. Polite and friendly delivery people.”

Helpful Report

Posted 9 years ago

“I LOVE ocado. There is no better food delivery for service. I have tried all of them for at least a few weeks each and it's head and shoulders above them all. The food is never wrong and always the best quality. The drivers are rarely late and always helpful. It isn't as expensive as you might think either. I stopped doing any online shopping for a few months to see if I saved money and shopped at a cheaper supermarket instead. I found I spent more money as well as wasting a lot of time. I honestly can't think why anyone who has a computer would shop in store for food, and if you do use an online supermarket, I promise ocado is the best.”

Helpful Report

Posted 9 years ago

“I love Ocado because of the live stock system, so you know you won't get lumbered with substitutions when your groceries arrive, unlike all the other major grocery home delivery services. I also love the one hour slot (compared to competitior's 2 hour slots). The quality of the food is excellent, the drivers are polite and helpful. My only gripe is poor packaging of desserts (usually on their side, ending up in an unpresentable mess) but this is the same for other home delivery services too.”

Helpful Report

Posted 9 years ago

We're delighted to hear that you're enjoying using the service Suzy as it's always our aim to make the weekly shop that much easier. We're always trying to find new ways of making the website more useful for you and we're glad that you like the live stock, which shows you whether items will be in stock or not. It does sadden us though to hear that the packing of your shops has let us down and we're truly sorry for that. We'd like to get this reported back to our Warehouse team so that we can improve in this area of the service. Could you email us on ocado@ocado.com with www.reviews.co.uk in the subject line?

Posted 9 years ago

Thanks for taking then time to email us Suzy. We've chased your query about the packing up with our Warehouse team and they are looking into how we can improve this area of then services. Fingers crossed you'll see these improvements in your future orders. To say sorry we emailed you a voucher to use on your next shop.

Posted 9 years ago

“Clear website, lots of goods, offers and specials, price wise can match other stores. Makes shopping enjoyable. Always deliver in the time slot, if there is a delay or sometimes arrive early, they always contact, If any problems with any of the goods, dealt with straight away. The drivers are very helpful and pleasant and any staff I have dealt with at customer service have been excellent.”

Helpful Report

Posted 9 years ago

“The service is usually very good and if there are problems they are sorted out quickly. Most of the drivers are excellent and very helpful.”

Helpful Report

Posted 9 years ago

“On the whole shopping is easy, website is good, informative, I like the shelf life of items, items are easy to find. Drivers on the whole are very good and helpful, in all the years I have shopped with Ocado, I think we have only had to complain once. Biggest complaint is packaging, invariably our bread is delivered squashed, some bags are filled to capacity, while others are relatively empty. One thing I would like is the opportunity to state if a substitute is acceptable on items if they are not available. Orders have been delivered on time, one was a little late when we had thick snow some years ago, but the driver waited while my husband drove me to the hairdresser which was a short drive away. Drivers delivery is quiet unlike other retailers, you can tell if they are in the street. Refunds and queries are processed without delay, The variety of goods is excellent, the vegetables and salad arrives fresh and most out live the sell by date. On the whole very satisfied, have tried other companies, but do not come up to your standards.”

Helpful Report

Posted 9 years ago

We're so pleased to hear that you've been enjoying the service Diane & it's really great that we've made the weekly shop that much easier for you as this is always our aim. It saddens us to hear that the packing has not been to the highest standard and we need to hang our heads in shame. We'll get your comments passed on to our Warehouse team and fingers crossed you'll see improvements in your future orders.

Posted 9 years ago

“always on time or if early, call to check its OK to deliver. Had well over 100 deliveries and only twice had substituted items (unlike Tesco) and on both occasions the items were satisfactory. Website is very easy to use and good for seeing special offers and reminders on things you may have forgotten to add to your list.”

Helpful Report

Posted 9 years ago

“Great quality, huge variety, lots of offers and a superb delivery system - these are the reasons I shop with Ocado.”

Helpful Report

Posted 9 years ago

“I love Ocado and its easy site for ordering, its polite delivery people, and its policy on returns. Wouldn't think of buying my groceries anywhere else online.”

Helpful Report

Posted 9 years ago

“If only the packing were improved it would be "very good".”

Helpful Report

Posted 9 years ago

We're sorry to hear you're not happy with the packing Valerie, this is very disappointing to hear. We are constantly working hard behind the scenes to improve our packing process so it is concerning to hear that you are receiving shopping that is damaged or packed poorly. If you do ever receive any items that are damaged, please do let our Customer Service team know so we can get this reported to our warehouse team and refund any items that aren't in perfect condition. Once again we're really sorry for any inconvenience caused and hope you see a great improvement soon.

Posted 9 years ago

“Ocado not only has a great selection of products, their customer service is unparalleled. Their own range offers good value for money with excellent quality but unattractive packaging (presumably because they do not need to attract customer's attention on a supermarket shelf). The delivery service is fantastic and the drivers invariably polite and helpful. The only gripe I might have is the length of wait when calling customer service, but once through to an advisor they are always helpful and polite.”

Helpful Report

Posted 9 years ago

Pleased to hear that you are loving the range of products that we offer Sygal. WSe're always trying to ensure that we have something for everyone & glad that we've got your approval. It saddens us to hear about the length of time taken to get through to our lovely Customer Service team, we'd like to say sorry. We'll pass on your comments to our Management team so that we can better improve in this area of the service. Thanks again for your comments.

Posted 9 years ago

“Simply the best supermarket. Great range at sensible prices plus plenty of treats. Reliable and friendly drivers will even bring bags through to kitchen if asked. We have a smart pass so can order as many times as we want for one monthly fee, plus special discounts and freebies. Can't ask for more.”

Helpful Report

Posted 9 years ago

Ocado is rated 4.1 based on 2,626 reviews