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

“I use Ocado every week and am always happy with their stock availability, service and punctuality. The delivery drivers are always friendly and helpful. I would definitely recommend it!”

Helpful Report

Posted 9 years ago

“Overall, the service through Ocado is excellent. However, I have found that some special offers when ordered are sometimes unavailable when delivered and are substituted for full-price alternatives. This has even happened with the very occasional 'freebie' offered at time of ordering which is unavailable at the time of delivery and also substituted for an expensive, full-price alternative. This practice should be stopped.”

Helpful Report

Posted 9 years ago

It's fantastic to hear that you like the service overall Adele, however it'd a shame to hear that you are not a fan of our substitution service. We do like to offer our customers another item where possible if we can't deliver the original item ordered. If the substitution we ever offer is not acceptable, you can always hand them back to the driver, and they will remove it from the bill for you. We do hope that this has been of assistance, and that you continue to enjoy shopping with us.

Posted 9 years ago

“the majority of the time, Ocado offers an excellent service; prompt, friendly staff and accuracy of items delivered. When it goes wrong, it goes very wrong, but is then generally dealt with in as best possible way. The quality of the food is typically high and the discount offers are numerous.”

Helpful Report

Posted 9 years ago

“Never had any substitutions or anything unavailable. Fantastic service and drivers are special,”

Helpful Report

Posted 9 years ago

“Tried all the others - am sticking with Ocado! Can't fault the service from the website to the front door. The food cannot be any fresher because it comes straight from the warehouse - not from the shop and their prices are competitive. They always deliver on time, with a friendly and helpful driver. Other supermarkets should look at Ocado to see how it should be done!”

Helpful Report

Posted 9 years ago

“Most of the drivers are great, friendly and polite, though a couple grumpy ones have delivered too. Online experience is better than anyone else's. Biggest complain would be that bread often seems stale already when it arrives (maybe kept in too cold?) and too often broken packaging is leaking all over other groceries.”

Helpful Report

Posted 9 years ago

“We've used Ocado for about 11 years now. In that time, I can only recall two deliveries that were late (by half an hour or so) and substitutions or missing items are rare. The stock selection is very good and generally reasonably priced, if you avoid some of the premium / luxury items. The app is excellent and being improved continuously. Keep up the good work Ocado - I'd be lost without you!”

Helpful Report

Posted 9 years ago

“I LOVE Ocado. Easy to use website, delivery slots always available at times I need. Delivery staff cheerful and kind. Products of the highest quality. What's not to like!”

Helpful Report

Posted 9 years ago

“It is wonderful that we do not have to go to the supermarket for shopping. It seems to be a reasonable price as it is price matched to Tesco. Perhaps there is a need to start thinking of the Aldi/Lidl prices. I do not tend to purchase fruit & veg with a limited shelf life as the product delivered may not be at the right degree of ripeness Although some improvement internet shopping on a Sunday can result in items not being available for the Monday delivery Delivery always on time - packing in bags sometimes is sparse. Like the fact that any bags will be taken”

Helpful Report

Posted 9 years ago

“Ocado never fails to impress. The deliveries are on time and there are very rarely missing items or substitutions. Great service, great range of products - one very happy customer!”

Helpful Report

Posted 9 years ago

“Hugely impressive choice of products, including, I am glad to say, more Ocado own brand goods. Delivery service is immaculate. Almost never any substitutes offered for things I have ordered, and when there are there is no trouble if I don't want them. I can't really see any necessity for going to a physical shop at all, ever, and I would use Ocado exclusively on-line but for the fact that Sainsbury and Morrison usually have much better offers on whisky.”

Helpful Report

Posted 9 years ago

“Always reliable, plenty of choice and an excellent website.”

Helpful Report

Posted 9 years ago

“Always a pleasant experience when goods are delivered. The staff are so helpful. Goods are well packed and substitutions rare. Very easy to order via the website which is straightforward to navigate.”

Helpful Report

Posted 9 years ago

“I've used Ocado now for many years and am extremely happy with the service. It is always within the time slot. The staff are always polite and chatty even at 7:30 in the morning. I love the range of products that are supplied, things have improved over the years there is definitely more choice available. The website is easy to use on all devices as sometimes I forget to update my order and end up doing it in bed on my iPad.”

Helpful Report

Posted 9 years ago

“Website easy to shop on , everything I need there. Very prompt delivery on time. Very rarely not available items. Use by dates could be better sometimes.”

Helpful Report

Posted 9 years ago

“Website easy to shop on , everything I need there. Very prompt delivery on time. Very rarely not available items. Use by dates could be better sometimes.”

Helpful Report

Posted 9 years ago

“I love Ocado! The deliveries are reliable, drivers and customer service of an exceptional high standard, and the range of food extensive. For me it is the only way to get Waitrose food and also with a coeliac in the home, a fantastic source of gluten free foods.”

Helpful Report

Posted 9 years ago

“Very lovely drivers and usually have everything I order but I try not to buy anything squishy (like malt loaf) because it's often squashed.”

Helpful Report

Posted 9 years ago

It's great to hear you like like the service, and that all your drivers are great Catherine. It's sad to hear that you have had items squashed so often. We can assure you that we are always looking to improve our picking and packing service. We do have regular meetings with our warehouse managers and suppliers to see what we can do to prevent this from happening in the future. If you ever do have anymore damaged items do please contact us and we can get this passed on to our warehouse team. Once again our sincere apologies for any inconvenience caused, and we hope you continue to enjoy shopping with us.

Posted 9 years ago

“They are always on time, polite and helpful drivers. I rarely get issues with my delivery, and on the rare occasions I have had them it is rectified immediately. I've tried most of the main delivery people and Ocado wins hands down.”

Helpful Report

Posted 9 years ago

“The driver was on time. He was very polite and friendly. All the stuff I ordered was there. Stuff was reasonably well sorted in terms of types of products. Some damage to a bag of sugar.”

Helpful Report

Posted 9 years ago

Hi clare, it's great to hear that your order arrived okay overall, although it's a shame to hear that you bag of sugar was damaged. We hope that you put in a refund request online, if not please email us at ocado@ocado.com and we can get that sorted for you. We hope that you continue to enjoy shopping with us.

Posted 9 years ago

Ocado is rated 4.1 based on 2,626 reviews