Ocado Reviews

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

4.1 Rating 2,626 Reviews

77 %

of reviewers recommend Ocado

Company Reviews

Questions

Metrics

4.1

Based on 2,626 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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Overall I love Ocado. Your drivers are 9/10 friendly and polite. And 9/10 I get what I expect. 2 main areas of frustration: 1. Drivers not reading the notes which ask a. not to come into our drive (the vans damage our trees - to be fair this has not happened recently). b. to bring shopping to the BACK door. It is usually the ones who arrive early who end up coming to the front door - I always sense they are rushing to get through their route early and therefore don't stop to read the notes. 2. Poor Packing I have frequently have fruit or other delicate items damaged by packing them in the same bags with heavy items e.g cans, or items that can contaminate e.g. dishwasher powder or washing liquid. It can't be to save bags as I also often get one single item in a bag on its own (which even when recycled seems such a waste). There are a few items I simply don't buy from you now as when cut to order (e.g. meat or fish) I found the weights varied so much - up to 50% over or under which meant either having not enough to go around, or lot of wastage.”

Helpful Report

Posted 9 years ago

We're pleased to hear that you love us overall Caroline, but it's very concerning to hear that there have been some areas that we've not been up to scratch and for this I would like to apologise to personally as this is never our aim to disappoint you in any way. It is worrying to hear about the packing of your shopping as we do try to ensure that all items in your shopping are packed to the highest standards and we'd certainly like to chase this up further with our Warehouse team for you. In regards to the delivery instructions it saddens us to hear that your driver have not been reading the notes that you have added as they should be doing this all the time and we'd certainly like to pass this onto the drivers manager so that further training can be provided. Could you email ocado@ocado.com with www.reviews.co.uk in the subject and we'll get this looked into further for you.

Posted 9 years ago

“Everything is pretty much fantastic - delivery slots are met virtually every time, friendly and helpful drivers, and the food quality is great. Two small comments - whenever I edit my order on the iPad it generally freezes the screen at least once, this only happens when editing and I have no idea why. Also, sometimes the packers do strange things and put heavy things in a bag on top of eg cereal, milk or eggs, leading to crushed cereal, exploded milk and broken eggs. If that could be avoided it would be perfect! Otherwise a great service and it makes life with two small children much easier. Thankyou.”

Helpful Report

Posted 9 years ago

Hi Stuart, we're really sorry to hear that your having issues with the iPad freezing when editing your order, this certainly should not be happening. We're also concerned to hear about the standard of packing you have received recently too. We'd like to look into this further to help resolve this for you. Can you email us at ocado@ocado.com and include 'Reviews.co.uk' plus your user name in the subject? Could you also confirm in the email if this happens on the iPad app and what version of the app you have? Thank you so much and apologies again.

Posted 9 years ago

“Massive range of products from everyday basics to organic and small independent retailers, all at reasonable and fair prices. The delivery drivers are the most friendly and helpful I've come across and substitutions/out of stock items are a rarity. All in all an easy and enjoyable shopping experience.”

Helpful Report

Posted 9 years ago

“Consistently polite, friendly and efficient. Ocado is the best possible delivery service available and I cannot fault it.”

Helpful Report

Posted 9 years ago

“I've shopped with Ocado weekly for, gosh, must be nearly 10 years. On the rare occasion I've had a problem, it has been quickly resolved by your exemplary call centre staff. Your delivery drivers are polite and helpful. I can't rate your service highly enough!”

Helpful Report

Posted 9 years ago

“Good product selection, good prices, great offers. Rarely items not available, any substitutions intelligently thought out. Delivery well organised, nice helpful drivers. Website and mobile app easy to use. Pleasant and efficient Customer Service.”

Helpful Report

Posted 9 years ago

“Very reliable service, good choice of products and consistent quality. Drivers are friendly and pleasant. Good customer service too. Highly recommend. And I'm Ocado customer for over seven years shopping weekly at least. My children don't have "shopping" word in their vocabulary, it is "order with Ocado". Rarely missing items or substitutions, been late twice in 7 years. Few years back we missed a delivery as I went into labour at the time. We called customer services when we got back from hospital just before 23:00 and got delivery first thing next morning. Nice. I like Ocado.”

Helpful Report

Posted 9 years ago

“The Ocado drivers are always amazing and the best in the indi”

Helpful Report

Posted 9 years ago

“Almost all great delivery people. When there is a problem with an item it is always refunded, no problem.”

Helpful Report

Posted 9 years ago

“I love Ocado..Reliable quality products delivered to my door.”

Helpful Report

Posted 9 years ago

“I love Ocado! Have been a customer for many years, and so glad to find that they delivered to Derby, when I moved here from London 4 years ago. ???? ( especially as the nearest Waitrose is over 10 miles away). Excellent customer service, drivers always deliver within allocated time slot and on the very rare occasion that they are running late will always contact you. Love the products, especially the 'essential' range which is great value for money, and the bundle offers. Only area that needs to improve is the packing - a bit inconsistent, items are sometimes damaged or badly packed, but always refunded if there is a problem.”

Helpful Report

Posted 9 years ago

Hi Susan, we're very pleased you're loving the service and that you're still shopping with us after your move from London. It makes us very happy to hear that we help make life that little bit easier and saving you from a trip to a bust supermarket miles away! We are very sorry to hear that you've received your shopping in a poor condition. We are working hard to improve this area of our service so it is sad that you are still receiving your shopping packed in this way. We take all feedback we receive very seriously and have monthly meeting held with the warehouse teams and managers of the Customer Service team to pass on customer's feedback and to create improvements to resolve the issues advised by customers. We are working very hard behind the scenes to improve on this area and we really hope you see a great change soon. Please do contact us if ever you would like to pass on feedback or request a refund as this is how we grow and improve as a company!

Posted 9 years ago

“I have been a regular Ocado customer for a few years. Ocado is great! Reliable, trust worthy and value their customers. I trust that they will deliver what I order, and deliver it at the right time and in good condition. I would give five stars if the prices were slightly lower.”

Helpful Report

Posted 9 years ago

Hi there Cathy, we're very pleased to hear that you are happy with the service you receive from us. We are very pleased to hear that you think we are great and reliable. We work very hard to help make our customer's lives easier and so it puts a smile on our faces knowing you are so happy with the service we provide. We are sorry to hear that you're not happy with the prices of our products. We are very competitive with our pricing and try to give our customers the best deals as possible. We do have a Low Price Promise scheme which matches your shop with Tesco and if your order at Ocado comes to more than it would at Tesco online, you will issue you a voucher plus 1p. We also offer 10% discount on various big brand names if you sign up to a Smart Pass with us. We will of course pass on your comments regarding this and hope you find some great bargains!

Posted 9 years ago

“Reliable service with communication though if the delivery may be late ,or early! Easy to use website (I do it all on the mobile app). Refunds processed promptly and fairly , a system working on trust can be open to abuse - this hasn't led to suspicion from the refund team thankfully. Polite and amiable drivers who are helpful but not too over friendly . Price match seems fair, but there's no reward scheme-loyalty isn't appreciated obviously... Overall I'm pleased and will use as long as the device stays this good.”

Helpful Report

Posted 9 years ago

Hi Elizabeth, It's great to hear that you are enjoying the service, and that your drivers are always polite and friendly. However, we're sorry to hear that you feel loyalty isn't appreciated, as we can assure you that we do. If you have the marketing box ticked in your account settings, our marketing team do regularly send some great vouchers via email. We also have some great giveaways & bundles on our Facebook &Twitter pages too. We hope that this helps and that you can take advantage of some great offers soon.

Posted 9 years ago

“Excellent service. Easy to use website. I have used Ocado for years and they have never let me down. Lovely groceries too and brands price matched to Tesco.”

Helpful Report

Posted 9 years ago

“I use Ocado weekly, I am overall very pleased with the service and find them much better than the others stores that offer home delivery. I especially like that I have a smart pass at £10 per month and for that I can have as many deliveries per month as I need. The only issue is that I don't like when they pack raw meat such as chicken in the same bags as salad or fruit. I have asked them a number of times to pack meat separately but they still do it. As a consequence I have stopped buying uncooked chicken from them. They say that they have tested the packaging and it is safe but I've had items that are packed in the same bag pierce through the chicken wrappers and I've had blood all over the other items. I had to throw away the entire contents. I did get a full refund but This is totally unacceptable. Despite this I still like Ocado and will continue to use them.”

Helpful Report

Posted 9 years ago

Hi Laura, It's great to hear from a regular customer and we're glad that you like our Smart Pass service. We're really sorry to hear that you had some meat packaging open and leaking on other items, and we can understand how this must have been very disappointing and inconvenient. We'll be sure to pass on your comments regarding our current meat packing process. Once again our sincere apologies for any inconvenience caused and we hope that you continue to enjoy using us.

Posted 9 years ago

“I would be lost without Ocado now! The convenient delivery slots and app allow me to order for delivery when it suits me and adjust my order easily. The product range is great too and there's always lots of offers!”

Helpful Report

Posted 9 years ago

“Whilst generally very pleased with the quality and punctuality of the service there is one area that frequently gives rise to frustration and concern. This is the quality of the packing of the goods. Heavy items are regularly packed with and on top, of softer, squashable smaller items. Household chemicals and cleaners are regularly packed with perishable food items, and fragile items are often inappropriately packed: for example cakes etc. are packed so they can invert thus spoiling cream toppings. I don't know whether these issues arise at the depot or because drivers rearrange the packing to reduce work with fewer bags and boxes to bring to the door. Several drivers do not make use of their red boxes and so I assume have repacked the goods into a smaller number of bags to ease carriage. I hope this is helpful and that this part, or an otherwise very good service, can be addressed.”

Helpful Report

Posted 9 years ago

Hi Michael, It's really disappointing to hear about the quality of the packing for your orders, especially that there have been cleaning products packed in with your other items. If you haven't already contacted us regarding the packing of your orders, please do email us at ocado@ocado.com, we can then look into this and pass on the details back to our Warehouse team. They can then identify who has been packing your orders and give them retraining where necessary. Once again our sincere apologies for any inconvenience caused and we hope that you continue to enjoy shopping with us.

Posted 9 years ago

“I've been using Ocado for over 10 years & can honestly say it's the best grocery delivery company, I'd previously tried 4 others. I never plan to visit another supermarket & can't imagine life without Ocado. Their website & app is far superior to any other & the receipt in use by date order is fantastic.”

Helpful Report

Posted 9 years ago

“unlike others I have used, Ocado does what it says on the tin. They deliver on time, they rarely need to make substitutions, but if they do they tell me in advance. The delivery drivers are exceptionally polite and helpful. The range of goods and food on offer has grown considerably, but it's still easy to find what you want.”

Helpful Report

Posted 9 years ago

“Usually fantastic customer service, excellent comms re: unavailable items, great offers, super friendly and helpful delivery driver and a wide selection of products.”

Helpful Report

Posted 9 years ago

Ocado is rated 4.1 based on 2,626 reviews