Name: Ocado
Address: 3 Bishop Square, Hatfield
Rating: 4.06

“Waited six hours for a delivery that never arrived - after calling numerous times to check whether they were coming!! Their way of compensating me for this was a £10 voucher - thanks!! that was worth it. Worst customer service (phone) ever! > > > First, I called when the driver did not show up between 16:00 - 17:00 and > was told that both the driver came to deliver the order but there was not > answer, and that both Ocado customer service tried to call me but there was > no answer. I was home the entire time. The phone never rang nor did the > doorbell during that time. > > Second, I called Ocado customer service and was told that the driver would > be sent back to deliver my order, so I sat at home, despite having other > plans on a Saturday night, waiting for the driver to return. During this > time I called two or three times to check that he was coming back. What I* > WAS NOT TOLD*, was that he would be returning *after his shift ended at > 22:30,* and so I sat at home unnecessarily waiting for the driver for SIX > hours. I then once again called Ocado customer service and was informed > that they cancelled the order without notifying me but could redeliver on > Monday. > > I honestly have never experienced such poor customer service, and despite > being excited about using Ocado in the past, and having no issues with > these past orders, I seriously doubt I will ever order from Ocado again. > This was a horrific experience, having wasted six hours on a Saturday, > being told numerous times the driver would come back (and not telling me > when! which was six hours after the scheduled time!), and then having Ocado > unilaterally cancel my order is without excuse (and the > person who helped me really could have cared less about what was > occurring).”

Helpful Report

Posted 7 years ago

Hi Jill, we're so sorry to hear that you had such a poor experience with us. This is far from what we intend or expect. Please can you kindly contact us, providing your registered email & postcode, at ocado@ocado.com or on 0345 656 1234 so we can report this to our Delivery Management team?

Posted 6 years ago

“Delivery 2hours late no contact or explanation from Ocado or the driver pears rock hard bread stale”

Helpful Report

Posted 7 years ago

Sorry to hear this. This is disappointing and not the service you should've received. We'd like to resolve this for you, if you could email us at ocado@ocado.com or call us on 0345 656 1234 we will look into this further.

Posted 7 years ago

“No order arrived between 11am to 12pm Had to phone your contact centre at 12.25pm, who lied stated Driver had been passed my home but not stopped. Phoned you again at 1.10pm, lied to again told over 500 orders cancelled today one being mine. Then told no it was your mistake order had not been cancelled but shown cancelled for operational reasons. ALL LIES I have video camera on my mobile phone of my home. Your driver arrived at 12.40pm. When I phoned at 12.15pm explained I was on work at 1pm and had to leave at 12.30pm, so cancel the order. I HAVE NO FOOD I AM OUT OF POCKET FOR PHONE CALLS I HAVE BEEN LIED TO TWICE BY YOUR STAFF I HAVE NEVER RECEIVED ANY TEXT OR EMAIL UPDATES I HAVE NOT EVEN REICVED A "SORRY" OCADO-THIS IS NOT A SERVICE, IT'S LIES ON TOP OF LIES. NO DELIVERY. I WANT A FULL REFUND AND MY CALL COSTS PAYING FOR Shame on you I want a full reply and confirmation of refund and call costs. Disgusting service FIRST AND LAST TIME”

Helpful Report

Posted 7 years ago

We are sorry to hear of this first experience that you have had with us. We can imagine this was extremely disappointing, and this is not the sort of service we want to give our customers. As your order was cancelled, we would not have taken payment for your order. If you could please email us at ocado@ocado.com or call us on 0345 656 1234, we can see what else we can do for you.

Posted 7 years ago

“unacceptable experience Very Disappointed!!! Been with ocado over a year, do shopping every week and never received any vouchers!!!!! part from the first one!!!! Did email them call them! the person i spoke was telling me something went wrong and i will receive my voucher with in 48hours!!! Its fourth day nothing even checking spam! nothing at all well Tesco do club card! Morrison's do match and more!!! anyone do something for they customers part from Ocado Not bother with them!!!!”

Helpful Report

Posted 7 years ago

Hello. We are sorry to hear that you have not received any vouchers from us, despite being a loyal customer with us for so long. This is not the level of service you expect at all. Please, can you contact us on 0345 656 1234 or email us on ocado@ocado.com, and we can look into this for you once again.

Posted 6 years ago

“unacceptable experience Very Disappointed!!! Been with ocado over a year, do shopping every week and never received any vouchers!!!!! part from the first one!!!! Did email them call them! the person i spoke was telling me something went wrong and i will receive my voucher with in 48hours!!! Its fourth day nothing even checking spam! nothing at all well Tesco do club card! Morrison's do match and more!!! anyone do something for they customers part from Ocado Not bother with them!!!!”

Helpful Report

Posted 7 years ago

We are very sorry about this Monica and we are sorry you are still waiting for your voucher. This is not the level of service you expect at all. Please, can you contact us on 0345 656 1234 or email us on ocado@ocado.com, and we can look into this for you.

Posted 7 years ago

“Will not be ordering ever again. So many missing items and to call it's a 0345 number so getting charged waiting! Item qualities don't look great. Johnsons cotton buds is always a full tight pack the one I order from them look like so many have been taken out. Not impressed at all.”

Helpful Report

Posted 7 years ago

We are sorry to hear that you are unhappy with our service, especially with missing items too. We can imagine this was very disappointing. If you could please email ocado@ocado.com, we can look into this further for you.

Posted 7 years ago

“After an unsuccessful delivery the following happened: Have spoken to a rude customer services person that I would like to have the delivery cancelled, but he threatened me with unreasonable delivery charges. Therefore I would have to agree with rescheduling my delivery, but now the products are unwanted as I have had an horrible experience using Ocado and would never use or recommend it again. I will take the delivery to avoid abusive charges for a service that was not provided and was extremely disapointing. I will do my best to spread my final experience with Ocado in order to prevent other customers from suffering such ruthless treatment. At the end the order was cancelled and money stollen from my account.”

Helpful Report

Posted 7 years ago

We're sorry to hear of your experience with us. This is beyond disappointing and something we want to look into and have resolved for you. If you could call us on 0345 656 1234 or email us at ocado@ocado.com, we will investigate further.

Posted 7 years ago

“Ocado are extremely poor to deal with. They have let us, friends and family down with deliveries on more than one occasion. Their escalation routes are pathetic and their Directors are even worse. They couldn't care less about how their service failures affect customers. We make plans to receive deliveries and on more than one occasion they have on the evening itself called to cancel (post 23:30!). There is no regard to the fact people have stayed up waiting until then. There is no regard to the fact that they are leaving us without things we needed for the next day. When this happens Ocado don't think they should reorganise the delivery and also make it up to you. Instead they expect the customer to call Ocado again to reorder. The call centres are also disorganised as is their Twitter team who are quick to respond with the most unhelpful messages. Their entire service team all the way up to Directors is disjointed and they are just a very insincere company to interact with. One director called me the first time there was an issue which I guess was to demonstrate that "he cared". He assured me lessons would be learnt in the future but the same exact mess happened again. In retrospect this Director was just ticking a box and he probably also did it to make himself better and believe he was they type to get his hands dirty and really interact with customers. My guess is that this was a one off. Nevertheless - box ticked. This time he wasn't so keen to deal with me and in the very end palmed me off to his wider and very generic service team. It's this detachment from the impacts on us the customer that is going to be Ocado's downfall. They don't get it and are pretty arrogant at senior level. I'm disgusted by them and after 50+ weekly shops with them over the years they have lost our custom. Mistakes happen but Ocado and their directors are just arrogant. They make me feel like it is my responsibility to get my cancelled/failed delivery reorganised. They do not make me feel like my order is worth it to them but they really don't want our poor experiences to get out. From speaking to friends and family cancelled deliveries are being experienced by others and the way Ocado handles the aftermath is pathetic. What do I want? Nothing actually. The process should be: Customer places order. Order arrives as organised. If it goes wrong Ocado fix it and make it up to us promptly. Is that not simple enough? Ocado don't get that. If you challenge them or the way they operate in the way I have described they bump you off, put you into a category of "not worth it" and try to sweep it under the carpet. That's the way they come across to me”

Helpful Report

Posted 7 years ago

We are sorry to hear about your recent experience. We are always striving to provide great service to all of our customers so we are sorry for what has happened. If you do choose to give us another chance in future, we are here to help. You can call us on 0345 656 1234 or email ocado@ocado.com if you need any assistance.

Posted 7 years ago

“They were doing well until I had a bottle of Gin missing from the order. No problem, I will let them know and they'll refund. No such luck. They claim the delivery driver remembers delivering it. Of course he does! Strangely enough my three bottles of cheap wine were there, my driver is obviously a fan of the hard stuff. Plan to give Waitrose a go instead.”

Helpful Report

Posted 7 years ago

We're sorry to hear this Marc, we'd hope that this was investigated with our Delivery Management team thoroughly before this conclusion was made but if you'll kindly email us at ocado@ocado.com or call us on 0345 656 1234 we'll look into this further.

Posted 7 years ago

“Very poor. Gave me a discount voucher on email so I filled a trolley and entered the voucher code which expired that evening. They wouldn't accept it and when I spoke to customer services they were no help whatsoever. Will not be using in the future.”

Helpful Report

Posted 7 years ago

We're very sorry to hear this R, we can certainly take a look into this further and pass on your feedback to reduce the chances of such an issue occurring in the future. Please email us at ocado@ocado.com, also quote this review and we'll certainly look into this further. Our apologies again.

Posted 7 years ago

“Delivery supposed to be this evening. Was called two hours before to say that no fridge or freezer items could be delivered. When the delivery arrived also a third of the cupboard items also missing so £30 of a £171 order delivered. Completely no point in using them.”

Helpful Report

Posted 7 years ago

We're sorry to hear this. Unfortunately the trailer carrying our chilled items was stuck on the M25 behind an accident which is why the chilled and frozen goods weren't on your order but it's disappointing to hear that a lot of your cupboard items were missing too. Please can you contact us with your registered email & postcode so we can look into this? Our contact details are ocado@ocado.com and 0345 656 1234.

Posted 7 years ago

“Ocado use to be fantastic, convenient with a range of products but recently they have been rubbish, unable to delivery in the timescales they promise and I suspect their customer retention is pretty poor if the idea of a months free smart pass is all they can come up with when they have been unable to deliver 90% of your shops! Such a shame as I cant stress enough how great they used to be!”

Helpful Report

Posted 7 years ago

Hi Lucy, thank you for your review. We're sorry to hear that you've been disappointed with our service recently. We aim to deliver all orders on time and are constantly 'predicting' traffic conditions but sometimes delays are unavoidable. We're sorry that so many of your shops haven't been delivered, this is far from what we expect. Please can you get in touch with your details so we can look into this for you? Our email us at ocado@ocado.com and our customer service contact number is 0345 656 1234.

Posted 7 years ago

“We have purchased from Ocado for a number of years. We were very happy to start with, despite the higher prices than other supermarkets that seemed justifiable for the better service and other selling points (1 hour delivery, good mobile app etc.). Service has steadily declined over the years, culminating with a recent incident that means we will never use Ocado again. We missed a delivery by seconds (the driver rang the doorbell once then sped off into the distance - didn't knock, didn't ring a second time). We received a card through the letterbox saying “don’t worry” they would reschedule and rang the number immediately, but they were unable to contact the driver. They promised to ring us back but never did. After a couple of hours of waiting we rang back, but were told they could no longer re-deliver and would be charging for all “perishable goods”. Ocado don’t use the usual English definition of “perishable goods”, but instead claim it means every item of shopping. It includes all freezer items (kept refrigerated in the van… that’s not perishable). This missed delivery cost us over £50, and mostly because they couldn’t get hold of their drivers and didn’t ring us back when they said they would. The reason the driver didn’t ring the bell twice is the same reason Ocado apparently couldn’t contact him. It is because Ocado increasingly over work their drivers. We've had grumpy Ocado drivers before complaining about the unrealistic time scales they set. Any opportunity to ditch a delivery and charge the customer is taken in a heartbeat. Better than being in trouble for falling behind schedule after all. To make matters worse, we've frequently had drivers being hours later for deliveries or just not delivering at all (while living in both Manchester and Leeds). Again, it’s all part of a declining service. Obviously Ocado places itself as a premium brand and the prices are higher than the other supermarkets. A few years ago that price point was justified. They provided a really excellent service and were one of the only supermarket delivery companies offering a 1 hour slot. The higher price point is not justified anymore. Supermarkets now offer everything Ocado does at a lower price point.”

Helpful Report

Posted 7 years ago

Hi Lewis, thanks for your review. We're sorry to hear that you feel our service has declined in recent years and that you missed your recent delivery. We can imagine the disappointment caused and the driver certainly shouldn't have left immediately. It is stated in our terms and conditions that you'll be charged if we have to cancel an order past the cut-off point but we'll always arrange a redelivery first if this option is available. If you'll kindly email us at ocado@ocado.com or open up a Live Chat through the Ocado webpage, we'll pass on this feedback to the Warehouse Management team at the correct delivery depot.

Posted 7 years ago

“I signed up today and attempted to place a large order for supplies for my wedding; approximately £400 in value. After placing it, I received an email saying the order had been cancelled. I then found out my account was locked. According to Ocado, my postcode (a small country lane in rural Surrey) has been "flagged". The rep demanded that I send a copy of my passport so the generic customer services email address to"prove" who I was and that I would then be "allowed" to shop with them. I find the way I have been treated, as a brand new Ocado customer, incredibly offensive. I shop online extremely frequently and I have never been told that I need to send a copy of my passport before I am "allowed" to shop at a store, because my postcode is "suspicious". I understand the need for checks - I currently manage fraud investigations in Europe for a multinational company - but to place the burden of proof onto your customers in this way is unacceptable and demeaning. It is also entirely pointless - I have seen a great deal of photoshopped utility bills in my career, so I'm not entirely sure what Ocado expects to achieve by requiring customers under suspicion to prove their identity in this way. There are many other, more reliable, ways to check a customer's identity; in my case, it would be incredibly simple - I own my home, am registered to vote here and have multiple bank and utility accounts in my name at this address. A simple credit check or Voters Register check would prove that I am a real person, living at the address I say I do - a PDF sent via email does not. Furthermore, the request to send personal information to a generic inbox accessed by hundreds of different employees is an irresponsible method of handling data. I am not prepared to send my passport, driving licence or bank statements over the Internet; particularly when I am not sending such information to a specific named individual. To request me to do so is entirely inappropriate, and I am not sure how Ocado can claim to process personal information in a secure fashion when you are asking for such documents to be emailed to a mailbox to which many people have access. I will not order again and will recommend to my friends and family that they should also steer clear.”

Helpful Report

Posted 7 years ago

We're sorry to hear that your order was cancelled and your account blocked. Security checks are made on all new customers and our Finance department may make a business decision not to deliver to a certain address or postcode. We apologise for the inconvenience caused and we will of course pass on your detailed feedback to our Finance department.

Posted 7 years ago

“I have been a loyal Ocado customer since 2008 and had no issues with the company. The fruit and vegetables are of high quality and had long best before date. Slowly the quality of the fresh produce started to deteriorate from around 2010 - present. The strawberries are the worst, 80%of the time they were mushy, smiley and mouldy. Other fresh produce such as papaya, avocado's, nectarines that claim to ripe and ready to eat were rock hard. Once they did ripen they were already spoiled. Other produce like raspberries, blueberries and cherries were overripe most of the time and not fit for consumption. I have contacted ocado on many occasions and the issues are dealt with amicably(most of the time ) and refunds were processed. However a few months ago, my last ocado order with fresh produce. The melon was over frozen, it had "frost bite". The paypaya was squashed during transit, I contacted ocado and after a infuriating call with the rudest customer service representative they weren't refunding the items and suggested I give the damaged food to the food bank! The damaged produce to food bank! Absolutely unacceptable. I felt so angry and upset and betrayed in a way that ocado has changed so much over the 9 years, and not good changes too. After using ocado for 9 years, also during which I received no promotional vouchers, unlike my friends and family who would Recieve a 15%-20% off your next shopping. I feel my customer loyalty to ocado means nothing to then ,they don't value their long term customers. They have no customer loyalty and I have had more than enough. I think it's time I give other supermarkets a go.”

Helpful Report

Posted 7 years ago

Hi there, we see you've contacted us on Trustpilot as well but we'll copy in our response here incase you check your review on our blog first. Hi, thank you for your review. We're sorry to hear that you feel the quality of our fresh produce has deteriorated. It certainly sounds like you've been dealing with this problem for a while and this certainly is not the level of service or quality that we intend or expect to deliver. We will of course pass on your feedback to our Supply Chain and Food Technology teams. We're sad to see you go and we hope that in the future you'll come back to us! Thank you again for reporting this and we hope you have a pleasant afternoon.

Posted 7 years ago

“Total rubbish. They kept on bombarding me with vouchers so I finally decided to try it. After I ordered my stuff, I got a message next day with substitutions that I would receive instead of my order. Didn't even ask me if I want substitutions. Cancelled the order, will block their marketing emails. Rubbish company”

Helpful Report

Posted 7 years ago

We're sorry to hear that you had a poor first experience, if you'd kindly email us at ocado@ocado.com or call us on 0345 656 1234, we'll gladly look into this for you.

Posted 7 years ago

“After receiving a £25 off voucher I thought I will place on order for my little one. I thought to make use of the voucher and order baby follow on milk and baby wipes. The maximum baby milk allowed to be ordered by ocado was 5 and baby wipes was 20. I ordered 5 of each as I thought not only will I save money but also this would save me trips to the supermarket. The next day after waiting for the order, I got an email stating that my order was cancelled because Ocado thought I was going to resell or export!! How pathetic!! How disgusting and actually I feel quite embarassed that I ordered from them! They just accused me when in actual fact I needed the items for my little one. NEVER AGAIN! NOT RECOMMENDED!!!”

Helpful Report

Posted 7 years ago

We're sorry to hear this Rehina, we would really like to look into this further. If you could either Live Chat us through our website or get in contact over Social Media.Our apologies again.

Posted 7 years ago

“I have been shopping at ocado for 6 months. yesterday i put another order for next week and in within minutes it was cancelled and i was unable to log into my account. i wrote an email to customer services and they wrote me me back: "Hi Laura, Thanks for taking the time to get in touch with us and I am sorry to hear that your account has been made inactive - I expect this is most frustrating, especially with no clear explanation. I do apologise if any inconvenience has been caused. Unfortunately, due to ongoing problems we have experienced in the area, we have made a business decision not to deliver to this area as the risk of further problems is too high. Once again, I am sorry for the inconvenience caused and I do hope that you are able to find an alternative provider elsewhere. If there is anything else I can do further then please let me know as I am always happy to help. Kind regards, Liam Cowman Ocado Customer Service Team" I'm literally speechless and mad right now.”

Helpful Report

Posted 7 years ago

Goodness Laura, we're so sorry for the inactive account. We can appreciate this could be quite confusing, and we sincerely hope we haven't caused too much inconvenience. These decisions are made by our Finance Team, based on a number of various factors. Of course they're not made lightly, and we're truly sorry for any upset caused. As they are business decisions though we're afraid we're unable to override it, we do hope you can understand. Our sincerest apologies again.

Posted 7 years ago

“Unbelievable NONSENSE. I placed an order yesterday for 15 of the same items and a few others in order to make up the value. Get an email today: Hello Mr FLANAGAN Your receipt for today’s delivery is attached to this email. I’ll be delivering your 20:30-21:30 order and, so you’ll know it’s me, I’ll be driving the Raspberry van. Missing items We're really sorry but you're missing: - 5 x Joie Bow Tie Wine Charms, Assorted Colours Substitutions None today – sorry we didn’t have a suitable alternative for the above. See you later, NAME REMOVED So I call up and am told they are not out of stock, just their supplier did not supply in time. OK, that could happen. When will they follow? They wont, if you want them, order again. But the missing items value is £19.95 - minimum order value required £40 - how's that work?.....as it is! Unbelievable ! Order cancelled, now have to wait for the refund! This was our first Ocado order - wish I had read the reviews. As you say in your email Ocado - SEE YOU LATER!”

Helpful Report

Posted 7 years ago

Hello Peter, we're so sorry to read of your recent experience with us. Of course, we can appreciate the inconvenience caused. We work very hard behind the scenes to provide you with accurate information when placing your order; as such, if an item’s available to order, we believe that it will be available when we pack your delivery. Occasionally however, items become unavailable for picking at the time we pack your delivery. Unfortunately, we’re occasionally let down by our suppliers or are unable to access items in our computerised warehouse. I'd like to assure you this is quite rare and we're working hard with our suppliers to improve the service we offer. We’ll always try to substitute the item if we can, but as a company striving to cut down on food waste, we only order from our suppliers what we’re expecting our customers to order. We're sorry for all inconvenience caused Peter, and we really hope that this hasn't put you off our service as we know we can do better. Apologies again.

Posted 7 years ago

“First time customer with Ocado. Tried to place what one would think is a straight forward purchase online over the bank holiday only to receive an automated email the following day to say that Ocado have cancelled my order. Attempted the purchase again to receive a message that my account which I had just registered was no longer active and to contact customer service. Customer service was not open due to bank holiday. Spoke to a customer service call handler (very polite and apologetic) the following day to be informed that my identity required verification. I thought this was most strange as I was paying via Paypal which provides that added security matching my name, address and card details to those I provided to Ocado. I was asked to provide an email with one of the following attached: copy of my passport, drivers licence or utility bill for my order to be considered by the finance team. Requesting to speak to a more senior customer service staff member I was offered a call back. Again the same information relayed. I was told the finance team who are not customer facing have the last say whether or not an order is processed. Unless I provide the information by form of email my order will not be taken forward. I stressed that I was not opening an account for finance I am making a payment upfront. I asked if I could make this easier by making a payment directly from my account and not use Paypal, turns out this too was not possible as Ocado is not set up for this service (how very dated) and all calls are recorded therefore my card details may not be secure using this method. Asking how would Ocado ensure the email I forward with my added personal details be secure the response was Ocado have not had any security breaches (just no end of IT issues when googled). Frustrated to say the least at this point of speaking to a supervisor who regurgitated the 'policy' but could not explain the logic and stumbled at my questions. Still not satisfied asking to speak to a manager I was offered another call back. Same old info repeated. Only this time someone who was honest enough to say the current system is dated. The current process is that payments are not processed until the goods have been delivered but Ocado finance team have to verify each new customer and it is their discretion how this happens. Thought about contacting my bank like other companies do or is this too advanced for Ocado?? Never had such a inept experience of online shopping. As a result my order of £300 plus was not processed. Ocado chose to loose a new customer and an order because they could not help me further. The irony is that I was not asked to verify my identity when communicating with customer service. Never have I been asked for a copy of my passport when buying crockery before!”

Helpful Report

Posted 7 years ago

Hello, we're ever so sorry to read of your recent experience with us, of course we can understand how frustrating and inconvenient this has been from start to finish. Our Finance team do sometimes require proof of identity to verify new customer accounts, this is to ensure the safety of both us as a company, and you as a customer. Although this process may seem bizarre, especially when placing an order for crockery, it does run alongside the fact that we don't take payment for orders until they have been delivered. That being said, of course we understand how inconvenient and long winded this process may seem, and as a result we have passed your feedback onto the relevant team for consideration. Apologies again and we wish you a Happy New Year.

Posted 7 years ago

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

Ocado Reviews