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

“Moronic customer services and a basically redundant service now that most supermarkets deliver directly. Why pay a mark-up and suffer dreadful service. After being a loyal customer i’ll never use Ocado again.”

Helpful Report

Posted 7 years ago

Hi there, we're so sorry to hear that you've had an awful experience with us. This is not what we aim for. Please email us at ocado@ocado.com letting us know what has happened, so we can try and put things right. -Emma

Posted 7 years ago

“Have shopped with Ocado for years spending upwards of £500 per month. Got food poisoning from Ocado - probably Findlater pate BUT Ocado don't want to know. They lie about the details so it's to the food safety agency now and that's £500 a month we'll spend elsewhere and a lot more by everyone else we tell that you can't trust Ocado.”

Helpful Report

Posted 7 years ago

We're sorry this has happened. It's concerning to read and we'd like to speak with you further in regards to this, please email ocado@ocado.com, speak to us via Live Chat on the website or private message us via Twitter or Facebook.

Posted 7 years ago

“Having been a loyal customer for some time, I had a large order cancelled unexpectedly. I only found out because I received an email. If it was my bank or any other reputable organisation where I had been a customer for some time, they would have called me directly. When I rang and asked why, they said it was because of the amount - which was large - and asked for proof of address. Given they had been delivering to my address for over a year I thought they might know this; however, I duly sent it over. However, Ocado could not offer any secure transfer method by which I could send it and refused to accept the password protected scan I sent. Instead they asked me to send an unprotected version via email, therefore asking me to take a risk on the security of my personal and sensitive information, which does not at all fit with the protections offered under the Data Protection Act. After multiple lengthy calls during which all I heard was 'our systems won't allow us to do that' or 'our finance department won't accept that' I am left appalled by the poor quality of their processes and their customer service. A triumph of blindly following poorly constructed processes over common sense and good customer service. Boo hiss, Ocado.”

Helpful Report

Posted 7 years ago

We're sorry this has happened to you. We can appreciate how disappointing this must be, especially when you're a regular customer with us. We'd like to get this looked into further and report this to the relevant teams. Please do email us at ocado@ocado.com or speak to us via Twitter or Facebook so we can assist further. Our apologies again.

Posted 7 years ago

“I've been a customer for the past 7/6 years, however, I've noticed the service has deteriorated over the past few months; deliveries constantly delayed, food items bruised and damaged. Also had my xmas order cancel due to warehousing problems and they couldn't deliver next day. Explained to customer service (spoke to Tunde Williams) who had no clue about customer service and was completely unprofessional. This is the last time I'll use Ocado; back to the normal in-store shopping.”

Helpful Report

Posted 7 years ago

Oh goodness! We are so sorry that you have found this with our service as of late and this is certainly not the standard we would have hoped to provide. Please can you give us a call on 0345 656 1234 or drop us an email at Ocado@Ocado.com detailing your complaint so we can look into this further for you?

Posted 7 years ago

“I've been a customer for the past 7/6 years, however, I've noticed the service has deteriorated over the past few months; deliveries constantly delayed, food items bruised and damaged. Also had my xmas order cancel due to warehousing problems and they couldn't deliver next day. Explained to customer service (spoke to Tunde Williams) who had no clue about customer service and was completely unprofessional. This is the last time I'll use Ocado; back to the normal in-store shopping.”

Helpful Report

Posted 7 years ago

Oh goodness! We are so sorry that you have found this with our service as of late and this is certainly not the standard we would have hoped to provide. Please can you give us a call on 0345 656 1234 or drop us an email at Ocado@Ocado.com detailing your complaint so we can look into this further for you?

Posted 7 years ago

“Ordered some bananas and was sent bananas that were dark green in colour. Emailed Customer Services to help resolve the matter and was given the run around. Appalling customer service. Shopped at Amazon Fresh prior to this and the customer service is a million times better. Ocado has a better range of products compared to Amazon Fresh but the customer service is shockingly bad. Will not be shopping with Ocado again. I've attached a photo of the Ocado Organic 'Class 1' Bananas. I think Ocado should change the classification from to Class 1 to Class inedible.”

Helpful Report

Posted 7 years ago

Oh goodness! We are so sorry to hear this Ashan. Please can you drop us another email to ocado@ocado.com with the subject FAO Ruby D so that we can look into this further for you?-Ruby

Posted 7 years ago

“My delivery was booked between 7:30-8:30pm. I was contacted and told it would be a hour later at 9:30pm. Ocado didn't arrive nor was I contacted again to explain the delay. Delivery was finally attempted at 11:00 pm. Needless to say I was out cold and only realised once I'd received an email. There are far better services available from other stores.”

Helpful Report

Posted 7 years ago

We are very sorry your order was so delayed and there was a lack of communication. This is far from the level of service we would look to provide. Please can you email us at ocado@ocado.com or call us on 0345 656 1234 so we can locate your account and look into this?

Posted 7 years ago

“Very poor stuff being swapped all the time but the thing that did it for me was the stupid drivers they employ. They come in to my property and drive on the grass to turn around instead off staying on the track. This time it had been raining and this time the van got stuck surprise surprise I WILL NEVER USE THEM AGAIN. Made me miss an appointment because the drive way was blocked. He could not even say sorry.”

Helpful Report

Posted 7 years ago

We're sorry to see this James, this is far from what we expect! Please can you email us at ocado@ocado.com or call us on 0345 656 1234 so we can locate your account and look into this?

Posted 7 years ago

“Awful eCommerce and customer service! I put an order yesterday in the morning supposed to arrive today in the afternoon. At 1:40 am this has been cancelled without any pre communication because there where problems with payment. They had one full day to double check the payment details and they have done when I was asleep and had no possibility to reach out. When I called them in the morning after seeing the only email they sent me confirming the cancellation, customer service was unable to help. This is a ridiculous eCommerce, none in 2017 doesn't send a notice email saying there are problems with payments before taking actions, even more when deliveries are never available for the same day. I can only suggest users to use other Food shopping retailers and Ocado to improve their service and to become very professional. I won't buy from them in the future.”

Helpful Report

Posted 7 years ago

Hi Valeria, we're sorry to hear your order was cancelled as the pre-authorisation request sent to your card provider was declined. The reason we don't request this immediately is because you can still edit and increase your order up until your cut-off time. Once this time passes and you can no longer edit your order we'll request the payment is reserved. We emailed you as soon as this failed but we appreciate that at this time it's too late to get a new delivery for the same day. We apologise for the inconvenience caused and we'll pass your feedback on to our Payments team.

Posted 7 years ago

“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 7 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 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

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

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

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