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

“Good website, fair prices and if available offer items of Waitrose. To a certain extent dealing with two Companies quickly and efficiently Delivery Drivers always on time but if running late due to congestion on roads, contact to advise ETA..”

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Posted 7 years ago

“very easy to order groceries”

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Posted 7 years ago

“Light years ahead of Sainsbury's! They bring the bags into the kitchen, offer 5 p for every bag returned and are very friendly. But most of all the food itself was so much fresher! The "use by" dates were more than double what we always had from Sainsbury's. And there were NO substitutions. Each bag is colour coded making it easier to sort. They call regularly to be sure to let us know when they are arriving. The shopping website has tons more items than Sainsbury's. Sainsbury's did not even bother to call us when they were delayed for over two hours the last time we ordered. We had to call them and they said their driver fell ill and so our delivery would not arrive and we had to rebook. We cancelled and switched to Ocado and are SO happy we did!”

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Posted 7 years ago

“Ordered some bananas and was sent bananas that were dark green in colour. Emailed Customer Services to help resolve the matter and was given the run around. Appalling customer service. Shopped at Amazon Fresh prior to this and the customer service is a million times better. Ocado has a better range of products compared to Amazon Fresh but the customer service is shockingly bad. Will not be shopping with Ocado again. I've attached a photo of the Ocado Organic 'Class 1' Bananas. I think Ocado should change the classification from to Class 1 to Class inedible.”

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Posted 7 years ago

Oh goodness! We are so sorry to hear this Ashan. Please can you drop us another email to ocado@ocado.com with the subject FAO Ruby D so that we can look into this further for you?-Ruby

Posted 7 years ago

“Huge range of products to choose from. Customer service is excellent. Delivery drivers are always on time or early, extremely helpful, friendly & efficient. A model company!”

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Posted 7 years ago

“The best way to get groceries.”

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Posted 7 years ago

“Really good deals and vouchers for joining. Delivery has been perfect. Excellent for shopping on cold wet winter days.”

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Posted 7 years ago

“Great product, good deals and love that you can choose a delivery time”

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Posted 7 years ago

“I'm an American living in the UK, and I ordered a Turkey and some of other goods from Ocado for a Thanksgiving meal. Everything showed up EXCEPT the turkey. They had *no plan* to handle this situation and so I called customer service to see if I could get the turkey the next day (since I ordered it a few days in advance). They said they would deliver it, but I have no guarantee that it will come and no compensation for their mistake.”

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Posted 7 years ago

Hi Brandon, we're really sorry to hear that this has happened, we appreciate how disappointing this is for you and we don't want to impact your Thanksgiving as we can appreciate this is a time of celebration for you. Please can you contact us again so we can look into this for you. You can either come through to us on Live Chat, call us on 0345 656 1234 or email us at ocado@ocado.com.

Posted 7 years ago

“Excellent service.I am happy for their product.”

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Posted 7 years ago

“I have used Ocado on many occasions and they never fail to achieve the provide the highest customer service.”

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Posted 7 years ago

“My delivery was booked between 7:30-8:30pm. I was contacted and told it would be a hour later at 9:30pm. Ocado didn't arrive nor was I contacted again to explain the delay. Delivery was finally attempted at 11:00 pm. Needless to say I was out cold and only realised once I'd received an email. There are far better services available from other stores.”

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Posted 7 years ago

We are very sorry your order was so delayed and there was a lack of communication. This is far from the level of service we would look to provide. Please can you email us at ocado@ocado.com or call us on 0345 656 1234 so we can locate your account and look into this?

Posted 7 years ago

“Very poor stuff being swapped all the time but the thing that did it for me was the stupid drivers they employ. They come in to my property and drive on the grass to turn around instead off staying on the track. This time it had been raining and this time the van got stuck surprise surprise I WILL NEVER USE THEM AGAIN. Made me miss an appointment because the drive way was blocked. He could not even say sorry.”

Helpful Report

Posted 7 years ago

We're sorry to see this James, this is far from what we expect! Please can you email us at ocado@ocado.com or call us on 0345 656 1234 so we can locate your account and look into this?

Posted 7 years ago

“I've used Ocado twice in the last year when I have been unable to physically get out of the house to do the shopping. Each time has been a delight! Times of delivery are amazing too! Lots to choose from in the grocery sections I can't get locally for a Gluten Free diet. Listed items on the receipt with expiry dates and sections to confirm what category they are in i.e. freezer, fridge etc. Any substitutions have been excellent value. Any breakages are credited to your account without any problems. They even refund the cost of the plastic bags to you on the next shop! Drivers are helpful and cheerful. All in all, a good way to shop if you are stuck or don't like crowds!”

Helpful Report

Posted 7 years ago

“Awful eCommerce and customer service! I put an order yesterday in the morning supposed to arrive today in the afternoon. At 1:40 am this has been cancelled without any pre communication because there where problems with payment. They had one full day to double check the payment details and they have done when I was asleep and had no possibility to reach out. When I called them in the morning after seeing the only email they sent me confirming the cancellation, customer service was unable to help. This is a ridiculous eCommerce, none in 2017 doesn't send a notice email saying there are problems with payments before taking actions, even more when deliveries are never available for the same day. I can only suggest users to use other Food shopping retailers and Ocado to improve their service and to become very professional. I won't buy from them in the future.”

Helpful Report

Posted 7 years ago

Hi Valeria, we're sorry to hear your order was cancelled as the pre-authorisation request sent to your card provider was declined. The reason we don't request this immediately is because you can still edit and increase your order up until your cut-off time. Once this time passes and you can no longer edit your order we'll request the payment is reserved. We emailed you as soon as this failed but we appreciate that at this time it's too late to get a new delivery for the same day. We apologise for the inconvenience caused and we'll pass your feedback on to our Payments team.

Posted 7 years ago

“always on time ! so happy about them.”

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Posted 7 years ago

“Great app, good variety of products, friendly drivers, and good communication.”

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Posted 7 years ago

“Always great variety of products and fresh fruits and veggies! A bit pricey but worth to spend for good quality food!”

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Posted 7 years ago

“Waited six hours for a delivery that never arrived - after calling numerous times to check whether they were coming!! Their way of compensating me for this was a £10 voucher - thanks!! that was worth it. Worst customer service (phone) ever! > > > First, I called when the driver did not show up between 16:00 - 17:00 and > was told that both the driver came to deliver the order but there was not > answer, and that both Ocado customer service tried to call me but there was > no answer. I was home the entire time. The phone never rang nor did the > doorbell during that time. > > Second, I called Ocado customer service and was told that the driver would > be sent back to deliver my order, so I sat at home, despite having other > plans on a Saturday night, waiting for the driver to return. During this > time I called two or three times to check that he was coming back. What I* > WAS NOT TOLD*, was that he would be returning *after his shift ended at > 22:30,* and so I sat at home unnecessarily waiting for the driver for SIX > hours. I then once again called Ocado customer service and was informed > that they cancelled the order without notifying me but could redeliver on > Monday. > > I honestly have never experienced such poor customer service, and despite > being excited about using Ocado in the past, and having no issues with > these past orders, I seriously doubt I will ever order from Ocado again. > This was a horrific experience, having wasted six hours on a Saturday, > being told numerous times the driver would come back (and not telling me > when! which was six hours after the scheduled time!), and then having Ocado > unilaterally cancel my order is without excuse (and the > person who helped me really could have cared less about what was > occurring).”

Helpful Report

Posted 7 years ago

Hi Jill, we're so sorry to hear that you had such a poor experience with us. This is far from what we intend or expect. Please can you kindly contact us, providing your registered email & postcode, at ocado@ocado.com or on 0345 656 1234 so we can report this to our Delivery Management team?

Posted 7 years ago

“Delivery 2hours late no contact or explanation from Ocado or the driver pears rock hard bread stale”

Helpful Report

Posted 7 years ago

Sorry to hear this. This is disappointing and not the service you should've received. We'd like to resolve this for you, if you could email us at ocado@ocado.com or call us on 0345 656 1234 we will look into this further.

Posted 7 years ago

Ocado is rated 4.1 based on 2,626 reviews