Ocado Reviews

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

4.1 Rating 2,622 Reviews

77 %

of reviewers recommend Ocado

Company Reviews

Questions

Metrics

4.1

Based on 2,622 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

“Their service has gone downhill and is terrible now. Drivers arrive any time it suits them (and not during the delivery slot) without checking if this works for the customer. This happens very very often. Goods are often damaged due to the driver not taking care. Time to take my business to Waitrose.”

Helpful Report

Posted 4 years ago

“I have been an Ocado customer since the very start and find them to be the best Supermarket delivery service available. They are consistent in both service and quality! Items are rarely missing or substituted and Customer Services are very quick to rectify any issues. Drivers, although rarely the same one twice, are polite and helpful and very customer focused. Since the Coronovirus Pandemic Ocado, (despite initial teething problems due to excessive demand, which could not have been foreseen) have been an absolute Godsend! They will continue and deserve to get my support and custom.”

Helpful Report

Posted 4 years ago

“I've been using Ocado for years and I have been really happy, but last night the driver decided it was too much trouble to open the gate and walk up to our door. I let them know I shielding but could she leave the frozen items closer to the door. I closed the door waiting for her to come up the path, but she just drove up. Customer service took her side and we were left with no food for the evening. Lovely. I'm so surprised by this because Ocado are usually spot on and I've never had an issue. The order was delivered this morning. Before we sorted that out, I was told they were going to charge me for the perishables because they couldn't deliver our order. I was not happy. The customer service today were wonderful and it seems it is all sorted now.”

Helpful Report

Posted 4 years ago

“After my order was half smashed and i did claim for refund, that what i received from Ocado : Hello Mr XXX I am sorry for any inconvenience this may cause, but just like any retailer or supermarket we may ask to inspect or view goods that have quality defects, we would always advise that you take images of or retain goods wherever possible incase we need investigate further. On this occasion, unfortunately, we would be unable to process you refund without further evidence of the issue at hand. Kind regards, Daniel Malley Ocado Customer Service Team”

Helpful Report

Posted 4 years ago

“Profiteering on delivery charges. Unable to get a single slot since the crisis started, slots started to appear in the last week but all at £6.99. Disgraceful, just taking advantage of the current situation. Another customer lost.”

Helpful Report

Posted 4 years ago

“I have been an Ocado customer since the beginning of their operation, I also have had a smart pass since the beginning. So when the shopping problems started because of the virus my husband and I were very lucky, we had a weekly slot and never miss out on anything. I was also able to shop for my neighbours. So well done Ocoda and many thanks .”

Helpful Report

Posted 4 years ago

“I received the most poor service from Ocado today. They failed to deliver my order this morning, rang them and they booked a redelivery for the evening. Only received a quarter of my order and all I could get was sorry! Not even a trial to arrange another delivery for tomorrow morning. I would have taken myself to the shops earlier. This is not the first time it has happened.”

Helpful Report

Posted 4 years ago

“Had a very unpleasant encounter with driver of LN66 EUB (6.4.20).Blocking my drive,parked on double yellow lines.Delivering to neighbours round the corner ( not vunerable).Trying to exit my drive,was told 'You can leave when I'm ready'agressive,glaring & smashing boxes on pavement! What did I say to endure this...Sorry can I get out....When he had finished he came up to me & said see you leave when I say.Then sat there for a number of minutes programming his Sat Nav.Horrible.”

Helpful Report

Posted 4 years ago

“If I could put zero I would. Shielding I have to ... on the GOV/NHS list and been a very long standing customer of Ocado however with no recent orders (long story... it’s bend a horrific few years for me). Ocado have cut me off and cast me out... Just because I haven’t had a recent order. Long standing customer means nothing. This company is truly rubbish. Other companies are coping and have given people who aren’t customers who have to shield access to slots but this one can’t... sorry no... chooses not to!! Shame on you Ocado.”

Helpful Report

Posted 4 years ago

“I am 83 and my wife 73. She has leukemia and has no immune system so told like myself we can't go out for 12 weeks. Being the age we are, we do not eat as much as we used to so ordered online around £90 to get free delivery using Ocado every 3 / 4 weeks enough food for that period but found no slots open to ourselves, so emailed Ocado stating we were on the list of most critical people and they had been advised, only to told, as we find as you did not order from us every week or every couple of weeks, we can now only deliver to our most loyal customers. If you don't want our business so be it, but in harder times just remember, did you help us in our times of need !!!!!”

Helpful Report

Posted 4 years ago

“Their Smart Pass service is completely useless and a hidden YEARLY subscription. You will go through a series of pages stating it's all monthly but the actual subscription will be one year charged monthly with no possibility to cancel. They promote it a lot so you'll likely subscribe to try, except now they have you for a year. It's just one of many dark patterns they use. For instance you can't cancel directly you have to call them. The service is ok most of the time, but if anything goes wrong their policy is to blame you first and it's up to you to keep contacting them. Don't expect an apology either.”

Helpful Report

Posted 4 years ago

“Timely, efficient and few missing items/subs even these days. I'd rather know something is out of stock than expect it. Great drivers. Always cheery and helpful”

Helpful Report

Posted 4 years ago

“Ocado emailed last month to cancel my regular smart pass slot’s as they said demand was high and they couldn’t guarantee the slot.But finding out some people are getting two slots a week when others get none is disgusting.”

Helpful Report

Posted 4 years ago

“I have been shopping weekly at Ocado for 7+ years having a reserved slot every week. It was nice to see a company prioritising me as a customer by guaranteeing delivery during this time. Well done. Throughout the lockdown I only had one issue which was due to me not editing an order as I thought I would have more time to do it. Otherwise amazing. Thank you to Ocado great service to existing regular customers which is appreciated.”

Helpful Report

Posted 4 years ago

“Despite having been a customer on and off for years I have only managed to get one delivery since the lockdown. Admittedly we are not in the vulnerable group but my husband is close to 70, so I was extremely disappointed to hear that some customers e.g. Mrs Gove are being offered 2 slots a week!”

Helpful Report

Posted 4 years ago

“I am an elderly person listed by the NHS as extremely vulnerable, but Ocado refuse to give me access to priority delivery slots because, they say, I am "not a regular customer." In fact, I've used them fortnightly for more than five years. I asked what constitutes a "regular customer" and their staff said that they are not at liberty to say. Ocado have left me in the lurch, along with many other extremely vulnerable customers. I find them utterly despicable.”

Helpful Report

Posted 4 years ago

“Ocado drivers in our area of central london continuously ignore traffic signs and enforcement cameras and drive through our sleepy Mews at great speed. They are not even delivering but cutting through - some drivers have said they don’t mind getting tickets as their company pays for them ( If I was a shareholder I would want these drivers sacked!) Ocado should take pride in having a good and responsible team of drivers which they do not - their Customer Services is a sham that makes a lot of promises to rectify the problems but does nothing. Marks and Spencer should think very very carefully about taking on Ocado for their home deliveries! VERY VERY DISAPPOINTING STANDARD OF OCADO DRIVERS”

Helpful Report

Posted 4 years ago

“Ocado are terrible. It’s a shame as the first few experiences were good. But it went down hill from there. More than once, our shopping has been delivered with half the items missing. Coming on a Sunday with nothing else open this is not the best! The customer service team don’t offer re delivery, and have no process to rectify this, which is shocking given it’s obviously common”

Helpful Report

Posted 4 years ago

“Not trusted”

Helpful Report

Posted 4 years ago

“Well done Ocado I have been an Ocado Smart Pass member for several years, I would like to thank you for how you have dealt with the current crisis, I know you had problems to begin with but I was kept up to date about what was happening and through this I have been able to obtain a weekly shop. I would recommend Ocado for their service and their products have always been of a very high quality. In this day and age it is very rare to experience a company that recognises customer loyalty but this has certainly been the case with Ocado in the current crisis.”

Helpful Report

Posted 4 years ago

Ocado is rated 4.1 based on 2,622 reviews