Ocado Reviews

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

4.1 Rating 2,621 Reviews

77 %

of reviewers recommend Ocado

Company Reviews

Questions

Metrics

4.1

Based on 2,621 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 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I have used Ocado for over four years now and the service has been getting gradually worse. Now they regularly fail to deliver or even substitute items on a weekly basis. Recently had to go shopping on Xmas eve to top up on the nine items that they didn't deliver and from chatting to the driver I wasn't the worst he had to deliver that day. Paid £10.00 on top of a monthly pass, booked the groceries two months in advance and still had to go to Tesco... Well done Ocado. They used to be the gold standard for online grocery shopping but they are now mediocre at best.”

Helpful Report

Posted 7 years ago

Goodness, we're so sorry for leaving you short so close to Christmas. It's usually rather rare we have to make changes to your order so we can appreciate that one delivered on Christmas eve is certainly not ideal at all; especially as so many items couldn't be delivered! Facing the shops really does defeat the purpose of making an online shop so it's a shame this has been the case in the first place. Rest assured though this isn't something we expect at all and all feedback on the matter would have been reported as we wouldn't want this happening again. Saying that though if there was anything left unresolved please email us with 'REVIEWS.CO.UK' in the subject line so we can take a closer look into this. We sincerely hope you managed to get what you needed in time for the big day and we didn't mess up your festive cooking plans! Our deepest apologies again.

Posted 7 years ago

“I place an order for delivery before Christmas. It was the last available slot. The order was accepted. About 12 hours later it was cancelled due to (alleged) payment declined by my bank. I called my bank and no request for payment had been received.according to the OcdkOcafo contact centre 'this happens' with new customers. Great! Now they te me. Too late to reorder. Thanks”

Helpful Report

Posted 7 years ago

Oh gosh, we're so sorry to hear about this :( Sometimes for new customers, your card may not be verified if your banking provider believes the transaction may be potentially fraudulent. When we process your order, we ping a payment request to your card provider which is either accepted or rejected as this is the only way we can take payment, by request. If this request is denied for any reason, we are unable to fulfill the order and we aren't given a reason as to why it didn't go through. We are so sorry for any disappointment caused.

Posted 7 years ago

“I placed an order with Ocado to be delivered the day after I returned for holiday. Only one third of the order was delivered so nothing in house for my daughter and children when they arrived for lunch. The delivery man was most apologetic but the Customer Services were stroppy and unhelpful. They refused to issue a receipt for the groceries I had received telling me that I could add the prices up myself. They said I could have £15 off if I spent another £25 and paid another delivery charge. I had shopped with Ocado some time ago and found them efficient and also in those days they had some good offers on meat and fish. This time the offers were not good and as I only received a third of my order, I will not be using them again or recommending them to friends. I think they trade on their past connection to Waitrose. So from now on I will go back to Waitrose, Tesco and Sainsburys who have never let me down. and only a third of it was delivered. Well these things happen and an apology would have been nice. The delivery man was very apologetic but when he put me through on his mobile to Customers Services, they said there was nothing they could and it was just my bad luck and then they rang off. Then they sent an email saying they had phoned my two phone numbers to apologise. My land phone”

Helpful Report

Posted 7 years ago

Goodness that really isn’t how we like any delivery to go; we cannot apologise enough! We're sure receiving only a third of the order would be annoying enough, but to then have our Customer Services Team not help in any way would just add fuel to the fire. It does sound as though there may have been a mix up at the warehouse when packing your order and although it's very rare, we do expect the team to do everything they can to make things right. After all, online shopping is there for convenience and leaving you short sounds very counterproductive! We would really like to look into this further, and particularly feed your comments back to the agent’s manager. As such, if you could email us using the email address you registered the Ocado account under with 'Reviews.co.uk' in the subject line it would be highly appreciated. We're deeply sorry again for this disappointing experience with us, we do hope we're able to make amends.

Posted 7 years ago

“Terrible service,they list items as in stock when they dont have any stock (Hatchimals) looks like a marketing trick that went badly wrong, many unhappy children due to this and i will never use your service again”

Helpful Report

Posted 7 years ago

We're so sorry for this Mark, we certainly didn't mean to upset you or any children! This wasn't a Marketing trick at all and you are right, it wouldn't be a very good one at that. We are working hard with our suppliers to get some more Hatchimals in so please do check back with us if you can. Apologies again.

Posted 7 years ago

“Ordered a coffee maker as a gift.It was in stock for my delivery slot and I even was emailed my receipt which said nothing was missing. When my order arrived at 1:30pm the driver just said the coffee maker was missing and I have got to ring Ocardo!!!. I did and was told they couldn't deliver it until 6:30pm the next day!!! And as a gesture of goodwill they wouldn't charge me for the delivery what a cheek. Offered me a fiver off. Disgraceful why didn't they ring me? I could have gone out in the morning and bought it somewhere else. I have sent an email to them but no reply. Poor service”

Helpful Report

Posted 7 years ago

We are so sorry to be the cause of so much inconvenience and frustration due to our failings with this order. We can see on our system we did mange to get you the coffee machine the next day and hope you are happy with it and everything is now resolved. We completely understand why this experience would put you off shopping with us, but have sent you a further voucher for £20 to extend our apologies, and hopefully you can put this to good use should you decide to give us a chance to redeem ourselves in the future.

Posted 7 years ago

“Email customer service take 48 hours..and their eventual reply states that they assume someone sorted out the problem in the meantime hahahahaha”

Helpful Report

Posted 8 years ago

Oh gosh, this is terrible, we're so sorry! We would like to look into this further for you as we don't want to leave your query unresolved. Please email us on ocado@ocado.com with 'Reviews.co.uk' in the subject line. Our deepest apologies again for any upset caused.

Posted 8 years ago

“Ocado use lies and manipulation to cover up their failings and to ensure Morrisons don't get their customers. Like hundreds of others who have complained on the internet I was lied to by Ocado. I have the telephone conversations to back up this statement with recordings from Ocado and Morrisons. The Ocado card process failed Christmas 2015. The new card I had entered for some reason did not complete and the system kept the cancelled card details. Our 2 previous deliveries had been a shambles so we had decided that the Christmas order would be our last. 8 weeks after the payment failed Ocado eventually decided to contact me which was when the lies started. I asked why they had waited so long only to be lied to by Kyle. Kyle lied that " It was Ocado policy to not harass customers about failed payments and that it was normal to wait 8-9 weeks before contacting the customer, and that if I paid the outstanding amount that would be the end of it, IT WILL NOT AFFECT YOUR CREDIT RATING OR ANYTHING LIKE THAT, I was assured. LIARS. They put a failed payment at the address on their 3rd party financial records which they share with Morrisons seeing as they are looking at the exact same PC's in the exact same building. Morrisons immediately suspended my wifes account stating" There has been a payment problem for that address". Ocado had stopped her using her Morrisons account by using these tactics but were happy to take orders on her Ocado account which she decided to close with immediate effect. Ocado claim they do not breach any competition regulations in the way they share information with Morrisons, to the extent that they as a result of my complaint, have now changed their terms and conditions relating to privacy(SO CHECK THEM). Despite the recording they will not even accept that the payment was taken under false pretences using lies and deception. The company has no integrity and the cowards will not even admit when they have done wrong. I'm sure that Wendy Gallagher Finance Assistant – Loss Prevention at Morrisons is very interested in how Ocado have sabotaged our Morrisons account, just like many others on here, to only take Ocado orders from us. Morrisons, Ocado are mugging you off!”

Helpful Report

Posted 8 years ago

Goodness we're so sorry to hear you've had an unsatisfactory experience with us, it's certainly not how we would like you to feel about us at all. You mentioned you've been in touch with us about the issue, however if there is anything that's unresolved please do let us know by emailing us on ocado@ocado.com with 'Reviews.co.uk' in the subject line. Our deepest apologies again for any upset caused.

Posted 8 years ago

“Have used this service for several years. When they first started they had a policy whereby if they were late and came after the hour slot the shopping became free. They had to stop this as they are late so often. No matter what time of day even if the 6am-7am slot is selected when they should have just started and there is no backlog, they are always late. Massively disrupts your day having to be in at a time not initially selected--awful service”

Helpful Report

Posted 8 years ago

Oh Sam we’re so sorry to hear that your delivery has been repetitively late. We can imagine how frustrating this would be for you and we would like to assure you this isn’t part of our usual service. We never meant to disrupt your day and we would certainly like to look into this further as it concerns us that your deliveries seem to be late so often. If you can email us at ocado@ocado.com and please pop www.reviews.co.uk in the subject, we’ll take a look into this further for you. Once again our apologies Sam.

Posted 8 years ago

“I had my account hacked and contacted Ocado to report it. Whilst they said they had deactivated my account once I told them, they have since spouted lie after lie about it being shut down - I had confirmation from "customer services" that it hadn't been shut down 2 DAYS LATER! What information of mine was left open to the attack? Did they care? Hell no! The "customer services" alleged manager just read from her script, repeating the same phrases time and time again which didn't answer any of my questions, spoke over me and was generally as unhelpful as she could be. If you fancy offering up all your personal and financial details to all and sundry, go ahead, sign up to Ocado. However, if you want to remain in the black and not have all you own stolen from your bank account, stay well away.”

Helpful Report

Posted 8 years ago

Hi Mark. We're really sorry that your account was hacked into. We know that this is a very stressful thing to happen to anybody. We'd like to reassure you that we take security of our customers very very seriously at all times. We don't store your full payment details on our systems and these are stored with your bank, which means that access to your financial details would not be possible via our systems. Unfortunately we're unable to help you any further as you've mentioned that you've already spoken with a manager. Our apologies again.

Posted 8 years ago

“Our order was cancelled twice both for me and my wife, called the customer service and spoke to a guy who was rude and hasn't got a clue. i was then contacted by my card company that a suspected fraud was identified on credit card and my card was blocked. like seriously? I went ahead and ordered from Tesco however my wife decided to give it a try again a week after the first oder was cancelled but same thing happened, the order was cancelled again, leaving with her with nothing to eat for the weekend. She called Ocado and was asked to send a council tax bill before the order was released which she did, and then she later got a call again requesting to send a proof of ID (I couldn't just believe it, i'm wondering if we are actually applying for a loan). Worst customer service ever and a terrible service I personally will never shop at Ocado again.....NEVER”

Helpful Report

Posted 9 years ago

Oh Tolu we’re so sorry to hear what’s happened and that you were left with nothing to eat for the weekend. We can imagine how concerning and upsetting this must have been for both you and your wife. We would love to look into this further to see what we can do to help. If you could email us at ocado@ocado.com with your name and Reviews.co.uk in the subject, we’ll be able to investigate further for you. On behalf of the Ocado team we sincerely apologise for any inconvenience caused.

Posted 9 years ago

“This review is specific to Ocado breaded frozen cod pieces, offered as an alternative as Waitrose Cod was unavailable. Apparently these have been made from cod fillets. Not any cod I've ever seen or tasted! The worst piece of fish I have ever put in my mouth. Utter filth.”

Helpful Report

Posted 9 years ago

Hi Andrew, thanks for leaving a review. We're so sorry to hear that the cod pieces you were substituted didn't taste too good. We'd like to get these refunded for you, so if you could be so kind as to email us at ocado@ocado.com and pop Reviews.co.uk in the subject line, we'll sort this out for you. Our apologies again and we hope that this didn't spoil your meal plans.

Posted 9 years ago

“Such a shame ,products on the whole are good but the packing more often than not damages items in the delivery. The last 2 deliveries have been very late,over an hour ,the first i received a £7 voucher for the second i was told i would get another £7 voucher emailed to me but have not received it. Tesco used give a £10 voucher even if they were 10 mins over. I have paid up for smart pass delivery so looks like i dont have much choice but to stay until that runs out.”

Helpful Report

Posted 9 years ago

Hi Kirshanda, we're really sorry to hear that your orders have been late recently. This is very disappointing, especially as we work very hard to deliver within customer's allocated time slot. We are also sorry to hear you have not received your £7 voucher as promised for a recent late delivery. Please email ocado@ocado.com, including reviews.co.uk in the title and your username so we can get this looked into for you. We really hope you give us another chance to prove how great our service really is.

Posted 9 years ago

“Begs for feedback on reviews sites, so automatically get the lowest available score. Retailers - Stop begging for reviews, nobody reads these crummy reviews sites anyway.”

Helpful Report

Posted 9 years ago

“Two days ago I wrote to Ocado saying that I was charged £2.95 for a freebee that I was t prompted to select at the online checkout. On the same day, in lieu of the whole earth corn flakes I ordered, Ocado delivered gluten-free corn flakes which I did not order. I wrote to Ocado within minutes of unpacking that order and I have yet to receive a reply to either query. Instead I am receiving automated emails to take up my time. At least I have reason to reply; unfortunately, my reply cannot be favorable.”

Helpful Report

Posted 9 years ago

“I ordered a delivery for Friday night prior to a dinner party on Saturday.My app suggested a few hours late but this was fine given I needed the order. At the end of my allotted time slot the driver rang to say they were told not to deliver. Why wait until the end of the time slot when you clearly couldn't deliver all day? This was followed by waiting 25minutes on the phone to reorder to then find the next available slot was Sunday (ie too late). The phone operator said that if they had known earlier they may have managed to get an earlier Saturday order, further infuriating me. You knew you had major problems so why not get ahead of the situation and rebook people to the following morning? Ridiculous.”

Helpful Report

(Email_ocado) - Posted 9 years ago

We are so sorry about this Alistair, and for ruining your dinner party. This is not the kind of service we intend to deliver to our customers. Please could you email us at ocado@ocado.com with the subject 'Reviews.co.uk' for reference, and we will be able to see what we can do for you.

Posted 9 years ago

“I used Ocado twice, even though they have a good selection of products and good customer service, they do not follow basic health and safety rules. On two occasions raw chicken and raw eggs we're put together with ready to eat food not even sealed! They even ignored a note asking not to do this! Never again as seriously failed 2 out of 2”

Helpful Report

(Email_reviewsuk) - Posted 9 years ago

Oh goodness, we're really sorry to hear you are not happy with the service Malgorzata. We can assure you that we have investigated the heat-sealing process for raw meat and fish products, and have found that it has been extensively developed, improving the safety and resilience of the packaging. We are now confident that it provides an acceptable barrier from other foodstuffs, and therefore we can safely pack these products within the same carrier bag as ready-to-eat products. Should the packaging of any product be punctured or compromised in any way, please contact us so we can investigate the issue. If you have contacted us already regarding the packing of the raw meat and eggs with other items, we can assure you that your feedback and comments will have been passed back to our Warehouse management team. Once again our apologies for any inconvenience or disappointment that we have caused you and we do hope that you do decide to give us another chance.

Posted 9 years ago

“My delivery was 4 hours late with no apology and confusing communication from both Ocado and the driver. An baby item I was in need of was out of stock upon delivery despite showing available when I placed the order the evening before. I had high hopes but felt completely let down with my first experience of shopping with Ocado. Such a shame...”

Helpful Report

(Email_reviewsuk) - Posted 9 years ago

That sounds like a really poor experience Lisa, we're really sorry about that. We'd really like to help out if we can, please email us at ocado@ocado.com. Just put Reviews.co.uk in the subject and we'll get back to you asap.

Posted 9 years ago

“Never got my order, never informed it wasn't coming, communication shocking, no order, no groceries and so = NO business for you in the future..... will never use this service again, Tesco is reliable and much better clearly so will stick with them thank you!”

Helpful Report

(Email_reviewsuk) - Posted 9 years ago

That's atrocious Paul, we're really sorry about that. It's bad enough your order didn't turn up but to have no communication is awful. If you can email us at ocado@ocado.com we'll do our best to help. Just put Reviews.co.uk in the subject please.

Posted 9 years ago

“I will never buy again here, they send the wrong Item an d then make you feel you did something wrong, i lost money here and sure never use them again”

Helpful Report

(Email_ocado) - Posted 9 years ago

Goodness, that doesn't sound like a good experience Chris. We hope we were able to help eventually, apologies for the poor experience.

Posted 9 years ago

“The main item I ordered didn't get delivered and was out of stock yet I wasn't informed until just hours before delivery so I then couldn't cancel my order. Still advertising the product now and it's still out of stock”

Helpful Report

Posted 9 years ago

Oh no Lucy, that must have been frustrating, If you send a message to ocado@ocado.com with www.reviews.co.uk in the subject line, we'll get this looked in to?

Posted 9 years ago

Ocado is rated 4.1 based on 2,621 reviews