Ocado Reviews

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

4.1 Rating 2,635 Reviews

77 %

of reviewers recommend Ocado

Company Reviews

Questions

Metrics

4.1

Based on 2,635 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

Write Your review

Tell us how Ocado made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

Ocado 1 star review on 22nd December 2023

Anonymous

Anonymous // 01/01/2019

Filter: Rated 4 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I think Ocado provide a very good service, on the whole. But I give it a 'Good' rating for now. It has happened a few times that I have ordered some food items, or wine, for a dinner party only to find at the point of delivery that they were not available. A fair bit of inconvenience on those occasions, and requiring emergency dash to the supermarket. The weight of items could possibly be better specified or highlighted. Case in point being salad bags. Two types of salad bag (same brand), same price but different size/weight of bag. Easy to overlook when clicking in a hurry. Whilst I am mainly a Waitrose customer, I find that many of Ocado's own brand products are very good quality and good value. One major dislike for me is the waste of plastic carrier bags. Sometimes there is only one item packed in one bag. Keep up the good work!”

Helpful Report

Posted 9 years ago

“Easy website to use. Excellent and reasonably priced range of products. Poss need for few more delivery slots but generally able to get one that suits me. Would like more offers on my pass. Very friendly and reliable delivery drivers.”

Helpful Report

Posted 9 years ago

“I have been an Ocado customer for about 6 years. During that time I have had few problems. Their prices are quite keen (especially the flash sales) and they keep their substitutions to a bare minimum. Their drivers are always cheerful and polite and on time , except on the rare occasions when mechanical failure or natural disaster intervene. The reason I have given 4 stars and not five is that I have occasionally had a nonsensical substitution and on two occasions I have had a bad attitude from their call centre. They also went through an annoying phase of charging more for some of their items in the flash sales than they were advertising in the shop proper, but this seems to have stopped now.”

Helpful Report

Posted 9 years ago

“Drivers very good. Have had problems with leaking milk, broken eggs, smashed lemon meringues and other damages. However, all problems resolved satisfactorily. Fresh Products generally good.”

Helpful Report

Posted 9 years ago

“The comments below still stand but one occurrence this week makes me change 'very good' to 'good'. A special offer (Method laundry liquid) was continuously unavailable. I occasionally use other online 'supermarkets' - from Waitrose to Asda - but none offer the service, the products, the prices and particularly the quality offered by Ocado. I have a gluten and dairy free diet and Ocado offers me many choices to help with this. The delivery staff are very friendly, very helpful and very efficient. I would be lost without Ocado and all the different products it brings to me!”

Helpful Report

Posted 9 years ago

“Naturally ,some of the drivers are very good and some are a pain .”

Helpful Report

Posted 9 years ago

“Used for some 8 yrs. Took a while to get into it, but now I shop on line like clockwork. Everything has improved since it was set up. Saves time and effort. My 'shop' is done at night. One eye on the TV and the other on my laptop.”

Helpful Report

Posted 9 years ago

“Easy to order. Good slot availability. Rarely substitutions. Nearly always on time.”

Helpful Report

Posted 9 years ago

“Easy to use website......once you have set up your favourites. Prices good. One hour delivery slots....Drivers always VERY friendly and helpful. They will telephone if they are early or late, which is unusual. Easy to report damages and receive refunds. Only negatives are the selection of products...(.some of my favourites are no longer available!) and the hard sell when you try to complete your order...it takes a few clicks before it allows you to checkout!”

Helpful Report

Posted 9 years ago

“The driver was late but did not call me”

Helpful Report

Posted 9 years ago

Hi Sophie, we are so sorry to hear this, our drivers are all trained to call our customers in advance, should it ever transpire that they are going to be late, if you could email us at ocado@ocado.com and put 'reviews.co.uk' in the subject field, we can get this looked into on your behalf, and hopefully prevent this sort of thing happening again. Many thanks for your review.

Posted 9 years ago

“I have used Ocado for my Home delivery for a number of years now, they are very good, the reliability, friendly drivers, they collect my Old Polythene bags, and it saves me the grim task of Supermarket shopping, the Monthly pass is cheaper than petrol, what is not to like?”

Helpful Report

Posted 9 years ago

“We have shopped every week with Ocado since it became available in our area over 7 years ago, with an annual Delivery Pass. The range of goods is wide and pricing is acceptable. The quality of the fresh food from the Waitrose brand is superb with Ocado's own range rapidly catching up. Delivery is impeccable in our experience with excellent reliability. I wouldn't need all the fingers of one hand to count how many delayed deliveries we have had in over 7 years. Two weaknesses Ocado need to resolve: Firstly the reliability of the packing of goods. We will go weeks or even months without an issue and suddenly a packer will crush a delicate item with a ludicrously heavy one. It is so frustrating to have a £150 delivery and then have to go to the local supermarket to replace an essential item. Secondly who are Ocado's target customers? They stock all manner of esoteric items from obscure niche producers but not some mainstream products you would expect a supermarket to have. As an example I love Murphy's Stout a very mainstream product. Ocado stock at least 10 sorts of stout and if you want a stout brewed by a craft brewery it's on the website but if you have plainer tastes and long only for good old Murphy's then bad luck. That pattern is repeated across many products and Ocado need to sort out whose supermarket of choice they want to be.”

Helpful Report

Posted 9 years ago

“Deliveries always on time, drivers always very professional and friendly and rarely any items missing. Sometimes things are a bit higher priced than other home delivery companies and there are some brands/items that are not stocked. Good Quality and range of meat available but some of fruit/veg has gone off the same or next day after delivery.”

Helpful Report

Posted 9 years ago

“My rating would be very good except for the fact that perfumed washing powder and disinfectants etc are often put in with such as biscuits and tea bags. Also raw meat can arrive mixed with cooked meat. Usually bread is packed with bananas on top, so squashed!”

Helpful Report

Posted 9 years ago

Good morning George, many thanks for your review, we are terribly sorry to hear that your packing is occasionally below par, and we do apologise for any trouble this has caused you. Packing segregation is something we take seriously and will always endeavour to improve, should this ever happen again, please do contact us at your earliest convenience and our warehouse management team can look into this as a matter of urgency. Many thanks again.

Posted 9 years ago

“OCAS would be more than very good if they could get their packing sorted. It is extremely bad and I could complain every week about the damaged packs, broken bags (overloaded) etc etc but only bother when it all gets too much. Even then they promise to resolve and never do - in all the years I have been a customer, it has never improved. This week I did my first TESCO order and their packing appears much more sensible, so why can't Ocado get it right. I tried Tesco because I am fed up with this, and am now considering switching.”

Helpful Report

Posted 9 years ago

Helpful Report

Posted 9 years ago

“Punctual, personable delivery drivers. High quality produce. Great selection of offers.”

Helpful Report

Posted 9 years ago

“Website ordering & delivery very good. Product selection better than it used to be. Disappointing when offers not in stock.”

Helpful Report

Posted 9 years ago

“Great products Great website with ease of use Lovely helpful friendly drivers APALLING PACKING consistently leading to damaged/contaminated goods and inconvenience to replace items relied on! I don't order for dinner parties anymore as can't trust items will be fit for purpose on day!”

Helpful Report

Posted 9 years ago

“Have Ocado shop weekly. Usually very good , don't often have substitutes. The biggest problem by far is very poor packing! On many occasions I have squashed goods due to heavy items being placed on top of softer items. If I were to leave Ocado and go else where it would be due to this problem.”

Helpful Report

Posted 9 years ago

Thank you for your review Heather, it is really disappointing to hear that the packing of your items has been so poor, this is something we are always looking to improve and we are so sorry that you have yet to witness this. We know that it can be an inconvenience, but if you could contact us if/when this happens we will always look to get this investigated and offer refunds where necessary, with our customers help, we will improve this area of our service. Many thanks again.

Posted 9 years ago

Ocado is rated 4.1 based on 2,635 reviews