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

“I received an email from Ocado. It confirmed I was on the governments shield list as extremely vulnerable. However, it was unable to identify me on their data base. They suggested I should go to another supermarket. There was no acknowledgement that I am a smart pass holder. It is impossible to access my account. Also no response when I requested a refund of my smart pass. Reading other comments, Ocado is profiteering from the current crisis. Their shareholders should be aware of the customer backlash when this pandemic is over.”

Helpful Report

Posted 4 years ago

“We have been shopping at Ocado for nearly 10 years. We spend hundreds of pounds on weekly shopping and like everyone struggled to find any delivery slots in March. In early April we received an email from Ocado stating that as one of their most loyal customers we will be given priority slots. This we were. However, there is a catch all of he slots even early morning and late evening on Tuesdays and Wednesdays are only available at £6.99. Every single slot every day of the week is priced at their maximum amount £6.99. In addition, none of the promotions run by Waitrose are reflected in Ocado prices making them even more expensive (Waitrose also does not charge a delivery fee for orders over £50). Having written to Ocado, I received the following “cut and paste” response Dear Mr NNN, Thank you for your email. Please be advised that we vary our delivery charges to help smoothen demand as part of our standard year-round delivery price policy. Our standard maximum delivery charge of £6.99 has not changed. We are experiencing exceptionally high demand at the moment meaning more slots are at the higher end of our slot price range than normal. Thank you for your patience as we work around the clock to get as much food into as many homes as possible and play our part in feeding the nation. I will make sure to pass on your feedback and please let me know if there is anything else I can help you with. Kind regards, Needless to say that when things return to normal I will be taking my weekly shopping elsewhere. It is a shameless case of greed and profiteering by Ocado at a time when a little more humility and support of its loyal customers would be a better strategy.”

Helpful Report

Posted 4 years ago

“Ocado are completely abandoning their customers who need them the most. They are not offering deliveries to shielded customers, despite their website saying otherwise, and instead offering them to loyal customers with the ability to visit stores.”

Helpful Report

Posted 4 years ago

“Ocado have had a lot of problems as people who do not normally use them signed up in droves at the start of the COVID-19 outbreak. They are working hard to cope at the moment and things are improving all the time. I have used them since they started up and have always, including during this crisis, found the drivers conscientious, hopnest, polite and helpful. It might be that they have some less experienced staff at the moment, but I have never encountered a bad 'un. I had one item delivered in my last load of shopping that was not as good as it should be and they refunded me the cost straight away with no argument.”

Helpful Report

Posted 4 years ago

“Ocado failed to deliver my order and they have charged me for perishable items. We have checked the cameras and during this time no Ocado van arrived. I have contacted Ocado who do not care and said they will be charging me because the driver cancelled my order. The driver is at fault I received no call and there is a Conceirge number to call on our gates this was not called either. I have been charged but lots more than I was told so I guess they have charged me premium for substitute items. My last order totalled nearly £400. I received damaged items, cracked eggs and paid an additional £32.85 for substitute items which were really poor quality. Ocado enough is enough never have I been treated so appallingly by a company. Your customer service representatives do not listen, clearly you are so flooded with complaints you are not spending time to deal with these properly. The fact is your driver did not follow the correct protocol and I will not be using you again and neither will my family. You have lost yet another loyal long-standing customer. I hope you treat your Marks and Spencer’s customers with more compassion. Just for the record Tesco and Morrison’s provide substitute items at this time at no extra cost and they are their finest range. My friend said she ordered with an online supermarket who missed some of her order so they returned that same day to deliver. If Ocado thought about how to mould their corporate approach in a time of crisis I feel they would receive only positive reviews. As it stands Ocado’s reputation will not recover from the reviews online there are far too many. Shame on you Ocado I see you as a thieving company now.”

Helpful Report

Posted 4 years ago

“The driver never approached our door, never knocked, Ocado cancelled order and charged for perishable goods - all in the first 6 minutes of the delivery slot. Ocado refused to give a refund. Customers, beware, they don’t follow the delivery process they state on their website in the FAQ section. If the driver says there is no response at the door without approaching the door, they cancel the order, and you pay for the goods which go somewhere else.”

Helpful Report

Posted 4 years ago

“Regular weekly Ocado customer – NO MORE! I was a regular weekly Ocado customer before COVID-19, NEVER AGAIN! Yes, vulnerable people should get priority, but the way regular customers have been treated by Ocado is disgusting – they have literally turned their back on us! Why are regular customers just kicked off the site as soon as they login? Why is there no priority for regular customers who have not been able to shop for weeks on end now? Surely the longer a regular customer has been waiting for a delivery slot the more they should be placed up the priority list! Fortunately, other supermarkets are different.”

Helpful Report

Posted 4 years ago

“Regular weekly Ocado customer – NO MORE! I was a regular weekly Ocado customer before COVID-19, NEVER AGAIN! Yes, vulnerable people should get priority, but the way regular customers have been treated by Ocado is disgusting – they have literally turned their back on us! Why are regular customers just kicked off the site as soon as they login? Why is there no priority for regular customers who have not been able to shop for weeks on end now? Surely the longer a regular customer has been waiting for a delivery slot the more they should be placed up the priority list! Fortunately, other supermarkets are different.”

Helpful Report

Posted 4 years ago

“Regular weekly Ocado customer – NO MORE! I was a regular weekly Ocado customer before COVID-19, NEVER AGAIN! Yes, vulnerable people should get priority, but the way regular customers have been treated by Ocado is disgusting – they have literally turned their back on us! Why are regular customers just kicked off the site as soon as they login? Why is there no priority for regular customers who have not been able to shop for weeks on end now? Surely the longer a regular customer has been waiting for a delivery slot the more they should be placed up the priority list! Fortunately, other supermarkets are different.”

Helpful Report

Posted 4 years ago

“Shocking mixed messages and broken promises. New slots promised for 6pm daily, often to vaporise by 5.30. Forced to queue only to be locked out. Even locked out after getting on, securing a slot and starting to shop. Emails from vulnerable customers met with standard platitudes. The fact that the management are taking such huge bonuses while their customers are suffering such degradation is nothing short of scandalous.”

Helpful Report

Posted 4 years ago

“I’m a long term anytime delivery smart pass customer and have paid my sub for years. I haven’t been able to get a delivery for nearly four weeks now. Like a lot of people I got an email three weeks ago saying I’d be put in a group and allowed access to the site, limited to one order every seven days. I have never received an email, I’ve been bounced off the site because I’m not a priority customer. I got on for the first time tonight only to find there were absolutely no delivery slots. There’s no way I can get a delivery and I’m totally mystified by the 5 star reviews some people are giving here. Why do some people get deliveries and a lot of us get none? The person on this forum who accused customers of causing the problem by hoarding ought to be ashamed. I’m a single elderly person with no car who does not hoard food, I don’t want to visit supermarkets and I’m managing by the kindness of others and finding local businesses who will deliver a veg box. Today Ocado kindly took their monthly payment despite the fact that they haven’t been able to offer me a single opportunity to order a delivery this month. I’m absolutely appalled and I will not be using Ocado ever again.”

Helpful Report

Posted 4 years ago

“I have been a loyal customer for many years and recommended ocado to countless people but they have failed miserably during this pandemic! I am on the government extremely vunerable list and have emailed them with the letter and asked them to allow me access with to the site to no avail. 3 weeks and countless emails (via contact form as emails now shut down) I get the response 'we can confirm you are on the government shield list but do not count you as a regular customer' ?!.. I can only assume this is because I do not have a smart pass as I have shopped weekly with them for years!! Every email sent takes days to be responded to and previous emails are not read. Almost every response has been vague and generic. Absolute shocking service. We are having to rely on government food parcels (although we are financially able to purchase food) as we have no family near and are not signed up with any other supermarkets. Appalling service in this time of crisis.”

Helpful Report

Posted 4 years ago

“Poor service now - Ocado really should be coping better with the crisis since their sole business is online grocery deliveries! Unfortunately they also seem to be profiteering (6.99 delivery changes on any available slots and higher prices/fewer offers.) TBH I would most likely have left anyway when M&S took over from Waitrose but their very poor handling of the crisis has made the decision a lot easier. I suspect they will struggle to recover from this epic fail.”

Helpful Report

Posted 4 years ago

“After a very shaky start to the pandemic, Ocado seem to have got things back to some sort of order, so thank you for that. Quality of the merchandise is super. Still can’t get some items, but most are ok. Thank you for getting back to the level of service you were.”

Helpful Report

Posted 4 years ago

“I have been a loyal Ocado customer for over two years. That loyalty was treated with contempt initially during the Covid-19 crisis, with absolutely minimal access to website and zero access to delivery slots. Only recently did Ocado wake up to the fact that if they were to have any shred of credibility after this crisis is over then they have to look after their loyal customer base. My loyalty was eventually 'rewarded' with better access to the website and delivery slots. HOWEVER, the average price of my weekly shop has now shot up dramatically - due to the almost complete absence of any offers or discounts. Now that is complete and blatant profiteering in a time of crisis. Also, I have just taken delivery of this week's shopping, which I already knew had an alarming number of substitutions and missing items. Very nice lady delivery driver, but she was gone in a flash, before I had any time to check anything - not necessarily a criticism in the current circumstances. But the real problem was that I then discovered a huge number of items, which I had been charged for, were completely missing. The point of online shopping now completely undermined, as I will now have to buy the items in person and risk exposure to the virus. I have been most disappointed by Ocado's performance and complete disregard for their customers since coronavirus took hold. Yes, we can understand the huge pressure that has been placed on the system, but come on, Ocado's apparently state of the art systems should have been able to fare a lot better than they have. Plus, there is no excuse whatsoever to shamelessly profit from the crisis. I am only persisting with Ocado as it is the only way at the moment I have any chance of getting any home deliveries. But once this crisis is over I will NOT be remaining an Ocado customer and I very much suspect that others will also be leaving in droves, judging by the vast number of negative reviews. Senior management and shareholders need to be seriously worried. Your once loyal customers will not forget.”

Helpful Report

Posted 4 years ago

“A once loyal customer who has been subject to mistreatment from a company who lacks honesty and extorts money.”

Helpful Report

Posted 4 years ago

“A once loyal customer who has been mistreated by a cunning and underhand company who extort money. Shame on Ocado.”

Helpful Report

Posted 4 years ago

“Absolutely disgusting and a disgrace”

Helpful Report

Posted 4 years ago

“Ocado are showing a complete lack of management... their drivers are really nice but that is the only positive to be taken from the last month; their systems, their decision making, their service ethos, their pricing are all substandard. Frankly, as a company, they deserve to go under - this should have been the time when they made their name in a positive way - instead they are managing to kill their future.”

Helpful Report

Posted 4 years ago

“Disgraceful lack of service. Nice to see the odd staff member of ‘plant’ have giving 5* reviews. Ocado only have to worry about online deliveries and have failed at every juncture; overwhelmed, closed site, huge queues, lack of slots. Then there is the blatant profiteering, no free Wed slots, no cheaper evening slots and the offers have dwindled to almost non-existent. Fortunately they can now hide behind the facade of caring for the most vulnerable, utter tosh. In my experience most elderly struggle with IT and the very ill have always depended on their support network (who are now cut out). I know registered people who have tried to use Ocado and cannot access the site. I have closed my Ocado account, I am sure that the romance with their new customer base will treated with the level of loyalty shown by Ocado once Tesco, Aldi etc reopen as normal..”

Helpful Report

Posted 4 years ago

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

Ocado Reviews