Ocado Reviews

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

4.1 Rating 2,635 Reviews

77 %

of reviewers recommend Ocado

Company Reviews

Questions

Metrics

4.1

Based on 2,635 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

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

“Excellent delivery slots (1 hour windows starting every half hour) are the main feature which make me choose Ocado. I don't often get substitutions and I am not obligated to take them. Reliably on time.”

Helpful Report

Posted 9 years ago

“I love the convenience of home delivery however Ocado are so much better than the rest even Waitrose Love the text with who is delivering and registration - great for little old ladies - love the ease of shopping - love the one click app add yo shopping already done. Love the choice of delivery times and how reliable they are. The odd refund easy online and the customer service on he tel superb! I wax lyrical about Ocado. My only gripe is the way the bags are packed. Often heavy items on top of crushable ones so had leaked fairy liquid in whole shopping bag / crushed fresh peas by tin of coke pack - that kind of thing. I'm sure easily fixed. But happens often. Often meaning not always bad enough to complain. One week my cats individual domes of food, one was pierced. Oozed into bag. Sometimes I can't be bothered complaining so you don't hear the full picture. Al;so sometimes you order items but they don't come. Relacememts advised on text is great however. Shame when you just get used to a product, you drop it! Love all the clever things you do like remember what my bag looks like; make suggestions when I check out and much more. I first started with Ocado because I had a shoulder operation and couldn't lift shopping. I find it saves me time, saves my car getting inked, saves me petrol and money because I don't get sucked into buying what I don't want. It's so easy to shop online. with Ocado and knowing you price match Tescos and send money off vouchers if not cheaper than Tesco is a certain comfort.”

Helpful Report

Posted 9 years ago

Hi Diane, we're thrilled to hear that you love the convenience of the service we provide as it's always our aim to make shopping that bit easier. It's worrying to hear though that the packing of the bags was not up to your highest standard, and we'd love to take a further look into this for you. If you could email ocado@ocado.com with www.reviews.co.uk in the subject line and we'll get it reported back to our Warehouse team management right away.

Posted 9 years ago

“We've never had a problem with our deliveries, 99% of the time all of the order is there with no substitute, the quality has always been really good and no worries about things just about to go out of date! We only had one delivery late but they kept us informed and up to date which is great.”

Helpful Report

Posted 9 years ago

“I am extremely disappointed in the very poor condition of flowers delivered. The last purchased were dead the following day and the life of any flowers purchased has been far shorter than they should be. I would purchase them weekly but have been habitually disappointed in their condition”

Helpful Report

Posted 9 years ago

Gosh, it saddens us to hear that the flowers you've received from us were not of the best quality. We're very sorry for any disappointment that we've caused to you. We'd like to take a further look into this and report back to the relevant team. Can you email ocado@ocado with www.review.co.uk in the subject line?

Posted 9 years ago

“The weekly shop has never been easier - simply LOVE using the Ocado app. I'm always browsing the variety on offer from food to home wares, I'm simply an ocado-shop-a-holic! Products are always excellent, deliveries on time, drivers very friendly and helpful and on the rare occasion anything is wrong with the order, the customer service is just the best. Why shop anywhere else!?”

Helpful Report

Posted 9 years ago

“I cannot praise Ocado enough!!!!! After years of bad delivery experiences and rubbish products from other suppliers including Sainsburys and Tesco. I have been a loyal customer with Ocado for 8 or 9 years now. I can honestly say I have only ever had 1 hiccup during that all that time and that was dealt with swiftly and efficiently. All staff I have dealt with are incredibly friendly and efficient from drivers to telephone staff. I am Coeliac and my husband is dairy intolerant and Ocado offer the best quality free from ranges of anyone. Christmas is also the most stress free experience. Thanks to Ocado's fantastic choice of gifts I do most of my shopping through them now. FAB!!!!”

Helpful Report

Posted 9 years ago

“Ocado drivers are very helpful and products are good and the saving with not using time and petrol going to a supermarket makes my working life much easier.”

Helpful Report

Posted 9 years ago

“I have been shopping with Ocado for many years and their service has always been excellent. It is very rare that they have to substitute items and delivery is great too. The prices are very competitive but the best bit is the amazing range of items they stock. Far more than any supermarket i have ever been in.”

Helpful Report

Posted 9 years ago

“I have used Ocado for many years and even though I have tried other companies for delivery of my groceries I always come back to them; the secret of their success for me is their reliability of service, customer commitment and the choice they offer. I know that when I order I can rely on the delivery being very close to what I have asked for, I know that I can speak to customer service and they will deal effectively with any queries I have and I like to have a good browse when I shop and select the occasional new item and I know that the choice doesn't disappoint!”

Helpful Report

Posted 9 years ago

“1 hour slots are convenient. Delivery is rarely late. Substitutions are very infrequent. The 2 main improvements I'd like to see are: 1) more careful and thoughtful packing of bags e.g. not packing sliced bread underneath potatoes (this is my main criticism of Ocado's service); and 2) a better SatNav system that would enable customer locations to be added for future deliveries (I live in a rural area & Ocado's SatNav consistently sends the driver to a neighbouring property accessed from another road).”

Helpful Report

Posted 9 years ago

Hi Susan, thanks for leaving a review. We're really sorry to hear that you've been disappointed with some aspects of our service. The packing of our shopping is an issue really close to our heart and we are constantly working to improve this and reduce damages wherever possible. We're confident most deliveries arrive 100% intact but of course those with heavier items can experience the dreaded 'potato-lid' bag of shopping, we understand this isn't really the cleverest way of packing and are working hard to retrain our packers and adjust our systems to reduce the danger of this in future. We are concerned that drivers have been unable to find you in the past, our SatNav system should be completely up to date and any shortcomings with addresses should be made up for by the detailed notes drivers can leave one another. We'd be happy to double check these notes for you to ensure all drivers are made aware of exactly where to go with your future deliveries, if you can email us at ocado@ocado.com, with Reviews.co.uk in the subject, we'll see what we can do to help.

Posted 9 years ago

“Reliable, generally have goods in stock. It works - what more can I say :-)”

Helpful Report

Posted 9 years ago

“Have been shopping with Ocado for over 10 years now. In all that time, have had very few problems with my orders, and when there has been an issue to resolve, it has been dealt with promptly. Easy to use website, great 1 hour delivery slots.”

Helpful Report

Posted 9 years ago

“We have been shopping with ocado for five years now. Customer service is excellent, website easy to navigate and delivery drivers are courteous. Food quality if second to none and fresh produce easily lasts a week. Thank you.”

Helpful Report

Posted 9 years ago

“By far the best online grocery shopping experience. The website, mobile and tablet apps work really well, with the Web version giving your shopping use by dates which cuts down on any waste of you are playing a weekly shop. There are rarely any substitute items and on the odd occasion there have been they are sensible and intuitive. The groceries arrive in labelled bags (fridge, frozen, store cupboard) and the drivers are anyways pleasant and helpful and will bring the shopping into the kitchen with no hesitation at all,in the entire time of using Ocado there's only been one delivery which was outside the time slot, and the driver had phoned ahead to let me know his vehicle had broken down and I could either wait or rearrange the delivery. Excellent customer service throughout. I highly recommend Ocado.”

Helpful Report

Posted 9 years ago

“I'm not sure how I'd survive without Ocado! The website is extremely well designed and easy to use, they have a fantastic range of goods on offer (ranging from mainstream Waitrose and Ocado own brands, to the more obscure items that would normally require a visit to a healthfood shop, ethnic store or posh deli, as well as a great choice of toiletries, medicines and household items). The customer service is excellent and any queries or refunds are dealt with quickly and efficiently. The deliveries are always reliable and communication is very good - on the few occasions they might request to come a little early, or get delayed by traffic, they always call beforehand. Most of the time everything arrives that I ordered, with only occasional substitutions. Produce is nearly always in perfect condition and if anything arrives damaged they will refund very easily. Lots of choice of delivery slots and can nearly always get one for the following day. I have been using Ocado for at least 4 years on a weekly (or more!) basis, both at home and when on holiday, and they have never let me down. Highly recommend.”

Helpful Report

Posted 9 years ago

“Superb online shopping experience. I gave up with waitrose after struggling with their unreliable system. Order for del between 10 & 11 and doorbell went at 10.02! ALL order complete, in code and packaged really well. I will most definitely be using them more regularly.”

Helpful Report

Posted 9 years ago

“I have been using Ocado for years. The app is streets above any others and continually they come up with improvements , substitutions are rare and usually sensible, their service is excellent and they are competitively priced. It makes my life so much easier and I love it!”

Helpful Report

Posted 9 years ago

“Ocado are totally reliable. They have the products you need, deliver on time and are highly responsive if they need to fix a problem. Their drivers are the best in the business. Ocado leave the competition standing still, way behind them.”

Helpful Report

Posted 9 years ago

“Great online deliver company to shop with. Very rarely is there an issue, but if there is, it is dealt with promptly and with excellent customer service. Quality of food is very good.. Everything is fresh and in excellent condition. You never get any duff fruit or veg and it always lasts. Drivers are very friendly and well mannered.”

Helpful Report

Posted 9 years ago

“Great service. Drivers invariably polite, friendly and lovely. Timing excellent. I think my only frustrations are that twice I've rung Customer Services and they've said they'll call back and haven't, and that sometimes there is a problem with a supplier (eg substitutions again and again for the same product, same supplier but they don't notice). Very high quality of food, prices are fine, website works well.”

Helpful Report

Posted 9 years ago

Hi Lucy, we're really pleased to hear you're enjoying the service for the most part, but it's very disappointing to hear that you've not received call backs when they're been promised to you. We'd be really keen to look into this if you can email us at ocado@ocado.com, with Reviews.co.uk in the subject. We're sorry to hear that you've been receiving some repeat substitutions, we closely monitor the reliability of all our suppliers and will often remove products which the suppliers have been unable to consistently deliver. As a rule we try to give as much leeway as possible, as we wouldn't want to diminish the great range of products we offer, so we do our best to work with suppliers to overcome difficulties, we're very sorry this hasn't been your experience with some products.

Posted 9 years ago

Ocado is rated 4.1 based on 2,635 reviews