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

“First time trying Ocado and many items I wanted were out of stock. Then I receive a text telling me three of my items are missing from my order. Not impressed - sadly will not be returning.”

Helpful Report

Posted 6 years ago

Hi Natalie. Sorry to hear many items were out of stock on our website, we suggest trying a different delivery date to see if this helps. As for the missing items in your order, this is such a shame to hear. We'd be happy to take a look into this if you can call 0345 656 1234, email ocado@ocado.com or pop up on live chat. Hopfully we can resolve this for you however, we would completely understand and respect your choice to shop elsewhere if not and hopefully we will be able to offer a better service if you decide to give us a chance to redeem ourselves in the future. - Meg

Posted 6 years ago

“never again ... 3hrs late”

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Posted 6 years ago

We're sorry to hear that your order arrived so late. We always work hard to get all orders delivered on time, if you haven't already discussed this with one of our team then please give us a call on 0345 656 1234, send us an email to ocado@ocado.com or contact us on our Live Chat so we can look into this further for you. - Claire

Posted 6 years ago

“Great service, great products on offer and unlike many other online retailers I have used its very rare to have any items missing on delivery. On occasions produce is damaged its refunded very quickly via the app or online portal with no hassle. All in all top marks”

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Posted 6 years ago

“I'm disabled and have tried various supermarket deliveries and Occado is the best!! It's reasonably priced and not more expensive than tesco. Has lots of good quality Foods and a special offers on regulary. Also money off vouchers. Their own range of free foods and other goods is of good quality. And a little gift which Made my day!! And all my delivery drivers from Hatfield have been very kind and very helpful. Thank you guys! very important to me was all my order was delivered and none of my items missing which is very important and you can check upto the last evening for me not able to get out often Occado is A great home delivery service Thank you.”

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Posted 6 years ago

“Always a great selection of high quality products. Deliveries arrive on time and the driver always brings it through. LOVE taking back carrier bags.”

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Posted 6 years ago

“Hi, I just wanted to say what excellent service we had from their van driver Tony in Edgbaston yesterday. My son was asleep and didn't hear the door the driver phoned us and tried many times and then said he would have to cancel the order. When I got hold of my son we tried to call the driver back but it went to answerphone. He then called us back to say he could try and deliver as was back in the area. I was so pleased as it was my son's birthday at Uni Of Birmingham and i had sent him drinks, birthday etc. The driver did not know this but still went out of his way to help. I would have loved to have tipped the driver for the extra effort he put in but my son being a Uni student had absolutely no cash on him.”

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Posted 6 years ago

“abused on the phone for the spelling of my name, i only called to see if an e-mail had been sent, the women on the phone had a dig at the way my name was spelled and then hung up the phone, they now refuse to answer my calls. i recently applied for a driving job and was amazed at how quick the response was, i was given a 2 minute interview over the phone and then told i had a 1 to 1 interview on saturday, an e-mail was supposed to be sent but wasn't received. i then called the office this morning to simply find out why and was greeted by the rudest lady i have ever heard on a phone, she tried to tell me my name wasn't spelled right as the correct way is different, this disgusted me as i shouldn't be made to feel bad for the way my names spelled, this women then kept telling me to stop talking and to listen or she'll hang up on me, i then asked if calls were recorded to which she replied they wern't. the reason i didn't get the e-mail was because id apparently left th .uk bit out and i had apologised for this and accepted that may have been my fault and wanted to rectify, only to be told numerous times my name wasn't spelled the 'normal' way, when i challenged this i was hung up on. all this for wanting to know about my application. i feel like i been abused for the way my name was spelled and will be taking this matter further”

Helpful Report

Posted 6 years ago

Hi Kirtiss. This is concerning to hear and certainly not something we expect from our Customer Service Team. So that we can look into this, could we ask for you to get in touch by calling us on 0345 656 1234, emailing us at ocado@ocado.com or opening up a LiveChat on our website or app. - Christian

Posted 6 years ago

“Constant issues with Ocado - poor packaging items crushed or tipped etc but the most annoying is when they make a mistake and refuse to rectify it. Ordered a case of 24 of 1 item (charged for it) and only 1 single item turned up. They think it is acceptable to just refund instead of offering to deliver the full case the next day. When a company makes a mistake they should do all they can to rectify - Ocado don't prioritise customer service = I will go elsewhere when my annual free delivery pass runs out”

Helpful Report

Posted 6 years ago

We do apologise for the issues in your recent order. We appreciate how frustrating this must be, especially as we were unable to get this item back out to you. We'd like to take another look at this for you, so please could we ask you to give us a call on 0345 656 1234, email us at ocado@ocado.com or contact us through our LiveChat service. -Megan

Posted 6 years ago

“Worst experience The Ocado Delivery driver called last night (07827 763 159) at 10pm saying his van broken down, asked us to tell him a slot in the morning and he'll bring our delivery - we agreed at 9am Sunday morning No delivery this morning, called customer service. The Customer service rep was more focused on explaining to us that its not their problem they can't find another slot until tomorrow morning. Zero help! Extremely disappointed that you have done this to us a few times and this time was special because we have a 1 day old baby in the house and we needed this delivery most urgently. In the past I was happy to overlook broken eggs and that sort of minor issues with the deliveries. I could have been a very loyal and high lifetime value customer. Will make sure all my friends and family don't get the same attitude from your customer service.”

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Posted 6 years ago

We are very sorry about what has happened with your order, it is very disappointing and we are very sorry for all the trouble this has given you. When something of this nature happens, we would need to book it as a new slot rather than being able to send out a new van. We hope your baby will be okay and we will have this reported for you on our end so we can try to make sure this never happens again.

Posted 6 years ago

“Well I'm a happy and satisfied customer. I've always found Ocado's customer service deals with issues and refunds promptly. Their drivers are on time and most helpful with deliveries. Love the range and choice of products available - keep up the good work Ocado!”

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Posted 6 years ago

“I love my online shopping with Ocado because it is so easy. The favourites section, helps me remember what I may have missed off of my list, they have lots of special offers and the selection of products, especially organic and vegan/vegetarian, are without rival. I never go to the shops now, I don't need to, Ocado have everything that I could want, covered. Staff are always polite and helpful and refunds are given very quickly, without argument, on the rare occasion that there is a problem and it really is rare! I have recently recommended Ocado to a friend and he is about to start shopping with them, having sampled some of the delights that I have bought. I would highly recommend them to anybody.”

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Posted 6 years ago

“Horrible customer experience! They are not for fixing easy problems, but earning money. I had two vouchers that will be used in two different orders. One of the vouchers didn't work and they didn't help at all. They are saying, you can use only one of the vouchers. Unbelievable! Horrible customer support. Won't be using again.”

Helpful Report

Posted 6 years ago

Sorry to hear of what's happened recently with the vouchers we sent you, can appreciate it's been disappointing. Can you call 0345 656 123, pop up on chat or email ocado@ocado.com so we can take another look? - Meg

Posted 6 years ago

“Bad Customer service Bad Customer service Never respond when write to manager and guess what let me down today this morning no delivery at all all you get is pass on feedback book in later on in week and its been a personal issue. DO NOT DO ORDERS WITH as they let you down 3 times now last time bad enough this is awful to get a order confirmation and 2 minutes later cancellation email A big company operating like this is a Joke would you like to tell my autistic girl why it would take two more days to get to her cause you slots are full you made mistakes not us yet we get treated like this do not do delivery saver as you dont get delivery on the day.”

Helpful Report

Posted 6 years ago

“Bad Customer service Bad Customer service Never respond when write to manager and guess what let me down today this morning no delivery at all all you get is pass on feedback book in later on in week and its been a personal issue. DO NOT DO ORDERS WITH as they let you down 3 times now last time bad enough this is awful to get a order confirmation and 2 minutes later cancellation email A big company operating like this is a Joke would you like to tell my autistic girl why it would take two more days to get to her cause you slots are full you made mistakes not us yet we get treated like this do not do delivery saver as you dont get delivery on the day.”

Helpful Report

Posted 6 years ago

Sorry to hear this Natasha. If you've not had a response to a manager complaint then we'd like to look into this further so please do call us on 0345 656 1234, pop up on live chat or email ocado@ocado.com so we can look into this further. As for your deliveries being cancelled, we appreciate this is disappointing for you and causes a lot of trouble but cancelling an order is the very last option for us and isn't something we like to do. Hopefully we will be able to offer a better service if you decide to give us a chance to redeem ourselves in the future. - Meg

Posted 6 years ago

“We spend nearly £500 a month with Ocado. £6000 a year. This week they should have delivered a large order for a 50th birthday party we were having. They messed up the delivery and it never arrived. Which made the party a bit difficult. When I called to complain they said they would wave the charge for perishable goods (very kind of them considering it was their fault). They then offered me an insulting, pathetic, paltry £15 voucher as compensation. I’ll make sure I never spend one penny at that place again.”

Helpful Report

Posted 6 years ago

We're very sorry to hear of what happened with your most recent order and can appreciate the trouble this caused you as it was for a big event. We're also sorry you're unhappy with the goodwill offered to you. We do completely understand and respect your choice to shop elsewhere and hopefully we will be able to offer a better service if you decide to give us a chance to redeem ourselves in the future. - Meg

Posted 6 years ago

“I Decided to do a shop after not using for quite a while. Well that there was my first mistake! After a very stressful 2 week period (husband had major surgery) I thought I would make our lives easier by using online delivery! So here’s how it went! 1. Order placed on Wednesday30th January 2 . Order received on Thursday 31st January HERES WHERE THE PROBLEM OCCURS 3. Checked our bank account and NOT 1 BUT 2 payments are pending for approximately the same amount amounting to nearly £500!!! Unabling us to access over £200 of our own money which was not spent with you because Ocado had taken a pre authorised amount! 4. Upon speaking to customer services we were told the usual script read jargon that it was because we had not shopped with them for over 90 days and would need to take a payement first .... our question was WHY and still no answer. 5. So 18 hours after receiving shopping our money is still not available to us and yes you lied again to us when you said it would be on our account by close of business Friday 1st February....lies lies lies. 6. We were told to go and read the terms and conditions and guess what we did. NOWHERE DOES IT SAY YOU WILL TAKE OUT 2 AMOUNTS. It does however say the word EITHER, Methods of payments 3.3 Your customer service sighed quite openly when I asked to speak to the manager or supervisor! I’m frustrated and furious that we STILL are unable to retrieve over £200 of our own money at 9.35 pm that you took without our permission. Your terms and conditions clearly state EITHER not BOTH I want to know how you’re going to resolve this in a manner that befits the complete inconvenience you have caused us?”

Helpful Report

Posted 6 years ago

We're sorry for any confusion caused! We do state in our Terms and Conditions that "3.3 Authority for payment will be requested from your card issuer between the time of your order being placed and when it is delivered. This is done by 'reserving' against the card you have used for payment. The amount that is ‘reserved’ will either be the estimated amount of your order, including charges for carrier bags, or £1". The pre-authorisation amount will be released back into your account a couple of days after your order has been delivered. We would advise you to speak with your bank regarding this, if you would like for the money to be released sooner.

Posted 6 years ago

“Been using this shop since 6 years and was always happy with their service!”

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Posted 6 years ago

“The company is an inflated gimmick. Sold to slaves and run by slave. They treat their employees with contempt and there's the bare minimum of investment back into the company. Dirty and overworked.”

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Posted 6 years ago

“14 hours for them to admit I DID cancel my order ... in the meantime I had email/Twitter exchanges with no less than 13 different people, and one who couldn't even cancel my Smart Pass correctly .... oh and the driver just called to see if I still want my shopping... really?? No, no I don't ... not now not ever. Given one star as nil stars is not an option!”

Helpful Report

Posted 6 years ago

“Absolutely disgusting service, don’t bother shopping here After hours of convincing my partner to sign up and do an online shop,due to our extremely busy week I find my order has been cancelled with less than 14hrs notice and with no option to use a different method of payment, time taken of work to be in for our delivery so that there will be food in the house for when the children are home from school and the childminder can feed them!! Then to be told I need to reorder only to find out that my order no longer has the discounts. Going from £122 to over £186 big difference!! Then I need to rebook a time slot, absolutely disgusting and I am outraged. Spoke to customer services and managers who didn’t care that I couldnt get food in in time for kids dinners!! No help with discounts either”

Helpful Report

Posted 6 years ago

Hi Shanti, we're very sorry to hear of your frustration at our service, we can appreciate this from anyone whose order has been cancelled, however, there must have been a valid reason for this. We'd like to feedback about your experience to try and avoid this happening again. So that we can do this, please either give us a call on 0345 656 1234, send an email to ocado@ocado.com or you can also speak to us on our LiveChat service.

Posted 6 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