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

“Having been a loyal customer for many years, with a minimum spend of £500 per month I was appalled at being charged £9.99 for delivery on 23rd December. The customer service team were not prepared to waver the charge when I expressed my disappointment of not being respected as a long standing loyal Smart Pass customer! I asked to speak to a manager in the hope that they would empathise and appreciate my custom - But no!! I have cancelled all orders and the Smart Pass and will no longer shop with Ocado on principle! Such a shame that Ocado's customer service so dreadful.”

Helpful Report

Posted 5 years ago

“I have tried three other supermarket delivery services , and Ocado are , by far the best . They are almost always right on time , they have polite and helpful drivers , and they call in advance if they can arrive earlier .”

Helpful Report

Posted 5 years ago

“Sent you the following: Just to let you know that your on line business is probably the most difficult I have ever had to deal with. For some reason I am unable to purchase anything on line. I believe that at some point in the distant past I just might have purchased something from you, but can’t remember when. In the last 25 years I have only had three UK addresses. One of them was a temporary address but owned by me, used for vacations whilst in the country, in Canterbury. We NEVER used Ocado whilst at that address as we had supermarkets within a couple of minutes of the house. At the other address in Canterbury I do not remember ever using any grocery delivery service as we passed Sainsbury’s several times each day. Whilst living in Faversham at ME13 7JE I do recollect using a delivery service a couple of times whilst I was very ill even though two supermarkets were within minutes of walking. It might have been you. However, that would have been years ago. I tried to do a new account, but it wouldn’t allow that even though I would be using my own debit card. I tried to recover my password to be sent to my own email address but it wouldn’t do that because I don’t have this mysterious post code at which I have never lived. Does that mean that, unless I make a new email address, specifically for Ocado - which I may well forget in the future - I can never purchase from you again? If this is the case I intend to make it known publicly to everyone not to forget all their postcodes for the last 25 years - difficult if you move a lot - otherwise they can’t use your service. I am totally fed up and disgusted with your service which could not be resolved by online chat and no one called me as requested, and promised, within the hour.”

Helpful Report

Posted 5 years ago

“I have been a customer of yours for many many years and your service has always been amazing, accept for today. A member of your staff, the delivery driver Martin in the Harrogate are was extremely rude on the telephone. I ordered a delivery for this Saturday, I received the delivery texts and email receipt as normal, and about half an hour before the order was due for delivery, your driver Martin phoned and asked if he could call early. I agreed and he said he would be with me in 5 minutes. 5 Minutes came and went, as did 10, 15, 20. 25 and 30 minutes. Worrying that something had happened to him i called him back and asked if everything was ok as he said he would be with me in 5 minutes and that was ages ago. He laughed and said, oh, I meant to ring somebody else, not you, got to this womans house, offloaded all her shopping, knocked on the door and she said oh you're 3 hours early, why didn't you call? He asked me who I was, what address my order was for and offered no apology for ringing the wrong number, just went on about the roads causing a problem . Ringing the wrong number happens, so I just asked him how long he would be with my delivery and he told me straight out that the roads are being closed and that he needed to work out a route to see if he can get to me, that he would phone back in half an hour and he'd let me know or I can phone the call centre. I explained to him that I am disabled, that I am unable to get out and that not only did he have my food but he had my dogs food onboard too for delivery and was there anything he could do to ensure that I got my order?. He instantly became offensive and stated that if I was going to give him grief then he would cancel my order right now and that I could go without!! I was told to wait for half an hour and he would call me back, and to live with it! Horrified, I ended the call and phoned your customer service centre who were actually wonderful. I was in tears by then and explained the situation to a wonderful man, who was very kind and helpful and rebooked my order for the next day. Would you please find out who it was I spoke to and thank them please? He will verify that your driver had brought me to tears with his attitude. About 20 minutes later your driver Martin phoned again and said he was cancelling my order as he couldn't get to me. I explained that I had spoken to your call centre, and also that I had put in a complaint about how rude he was on the phone. His response was 'yeah, get in quick why don't ya!!' His attitude is appalling, and is nothing akin to the usual drivers that you send out. I told him that he actually brought me to tears and he couldnt care less, he just continued having a go at me, I managed to get him to stop by saying that the call was being recorded ( although it wasn't) and he instantly he changed his attitude and started to apologise. Please could you ensure that this driver is dealt with as I will not be ordering from your company again if he is going to be delivering it.”

Helpful Report

Posted 5 years ago

“Ocado are rip off comany and discrimination of old people om my second order I thought buy 1 get I free but oh no you have add extra product if you don't unbelievable they send one product which cost me £10.00 in lost products.this appeared to be a scam on this company knowing that elderly people will probably get it wrong on computer systems. The only winners is ocado and the losers elderly customers whose fixed income can I'll afford to lose £10.00 Could ocardo care less no will all british citizen watch their Syep with dubios company sham on them brian cardwell”

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Posted 5 years ago

“First and last time ordering from them. Slot time was between 11am - 12am it is now 14:35pm. This is absolutely ridiculous.”

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Posted 5 years ago

“Although the order was slightly mixed up the resolution was proposed and sorted straight away to my satisfaction by Sean Corr. Polite and professional, and asset to the Ocado team. Never had any problems before and will sure to purchase again.”

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Posted 5 years ago

“Very unreliable service! While waiting for my delivery at the time I suppose to get it (Thursday night) the driver just called and cancelled my delivery. Then me calling the Ocado while the system still says my "delivery is on it's way on time" but costumer service is saying, they can not do anything and there is no delivery available for another 2 days! And they cancel my order! I spent a good time on creating the online basket for the event I'm holding on Friday midday. And now there is no shop open for me to buy the food and nothing I can do in the morning because I have to be at work!!! This is terrible and so irresponsible of them! Very disappointing. I won't shop again from Ocado cause I can not trust them anymore.”

Helpful Report

Posted 5 years ago

“Never Using this horrible company ever. Makes sense why the customer service review are low. They decided to send me an email that my order has been cancelled the night before at 11 pm ? Which professional company does that? I requested from work to start late in order to receive this order and woke up at 5:30 only to see that it has been cancelled! Then I see I can’t even reorder with the 25£voucher I had a a new customer so probably this was a trick to pull people in and then don’t actually provide the voucher!!!”

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Posted 5 years ago

“I have been using ocado for a while. Even though service is professional their support is very arrogant and sometimes even threatening in their emails. More then one time they used to blame me as a customer for something. Word of advice try to respect your customers and maybe hire a lector to write your generic emails because they come hostile.”

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Posted 5 years ago

“Very poor customer service. It was my first experience with Ocado. The price quoted was different to what was being charged and there were no items in my delivery that had to be weighed etc. My delivery also cancelled. I rang to speak to a person on the team and the delivery slot was gone minutes later leaving me without groceries for the week. I will be sticking to Tesco or Asda in the future who I have never had any issues with. I’m not surprised that reviews on here overall are poor. I just wish I checked them out before placing my order. Good riddance!”

Helpful Report

Posted 5 years ago

“- There is a live link for 35% discount advertised on their website -link not allowed to share here-, but they seem to blame search engines for not updating their cached pages, well if that the case take the page off your website! - Customer service agent (Steve T) provide a very poor service on top of this and said the offer is not valid, suggested a lower discount and rudely implied that I don't understand the situation (although I do run an e-commerce business!). and told me to either take the discount he offered or leave it. - I did not proceed with my order as a first time customer as a result. If they are competing agains Tesco, Sainsbury's, Waitrose etc but they are more expensive, and customer service is really bad.”

Helpful Report

Posted 5 years ago

“I have just checked receipts from other deliveries I have had from acodo due to the suspicious way the driver just took 1 of the bags my shopping was in because it was double packed(completely unesseraly as was a light bag) only to find that I haven't paid for the 5 bags I have received but 13! I have been over charged on my last few shops by bags being added to the shop. I am housebound and I'm very worried they are doing this to lot's of people like myself. People please check receipts carefully.”

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Posted 5 years ago

“Quality of products and service.”

Helpful Report

Posted 5 years ago

“Great on the phone and delivery service, good quality food at my kind of prices .. will be planning on using their service again.”

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Posted 5 years ago

“V good service”

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Posted 5 years ago

“What a great service I received. From ordering on there very good website to a very professional delivery driver. Everything was open and honest and the produce looks really good.”

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Posted 5 years ago

“Great prompt service, Ordered Wednesday evening, Chose a time slot and my Royal Canin bulldog food arrived promptly Thursday morning, Excellent service.”

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Posted 5 years ago

“Ordered bulldog food Wednesday and arrived Thursday morning in a time slot that suited me, Excellent”

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Posted 5 years ago

“Ordered for the second time today and I can’t rate it highly enough. The food is good quality, the app is very responsive and user friendly and the price is not much more than our usual Aldi shop. I like having more time to choose what I want rather than rush round a crowded supermarket with very narrow aisles. You can add items if you forget them and both drivers have arrived on the dot and are extremely polite”

Helpful Report

Posted 5 years ago

Ocado is rated 4.1 based on 2,626 reviews