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

“Having a delivery this Sunday as always have booked the shopping and put some products which I was certain to needed, then you cancelled your website and now able to amend the shopping for Sunday, however there are no products left to even put in the basket. I have been customer nearly one year, but this is ridiculous, how do you distribute fairly, when there is no stock to be added?”

Helpful Report

Posted 5 years ago

“We booked a slot and made an order 1 week before the requested delivery date. We were able to edit the order until the night the day before delivery. However we were notified in the morning of the delivery date that some items were not available with no option to add new ones. Given the current situation we didn't take too much notice. During the day we got an e-mail that the delivery would be an hour or so late. Again, we didn't make a fuss about it. However 10 minutes after our delivery slot, the driver called us to inform us that he has no more driving time and can't make the delivery. Our order essentially cancelled and we couldn't reach ocado's support chat or line. After 1:30 hour we saw at the website that we could book a new delivery slot after two weeks. This is totally unacceptable. They pride in 1 hour slots. They should try to make the deliveries and take pride on delivering an actual service. We'll never use Ocado again. Totally unreliable, with no customer support.”

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Posted 5 years ago

“Wow Ocado customer service? There is none . You like to take money but not deliver. You are not consistent with service , avoid us other supermarkets #bringback the high street please !!!”

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Posted 5 years ago

“Disappointed I ordered something a week a go and now they email me saying is out of stock I ask them if I can reorder it they said no I can’t do that . I told ask them to delete my account and they say “okay” he did it right away like he couldn’t wait for me to go am glad I did thanks to Tesco and Asda”

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Posted 5 years ago

“I normally don’t leave any feedbacks but the customer service is pretty bad. item was out off stock that I been waiting for a week and they said they couldn’t reorder i was really not happy and I told them to cancel my ocado account he says “okay” nothing else the guy sound like he hates his job and board. Glad I left”

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Posted 5 years ago

“Ocado is not consistent with their policies.. drivers can arrive 1 hour late of the delivery slot and nothing happens.. but it doesn’t work both ways.. they don’t wait for anyone and then when asking for redelivering they just say they will charge you anyway with no delivery.. Agree with other comments.. service has worsened so much.. I used to buy every week from ocado and now I’ve just told them I won’t do it anymore.. Funny thing is they don’t really care.. customer service says I’m sorry to hear that.. can I help you with something else? ...... :((”

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Posted 5 years ago

“I hear that you don't mind your employess working with D and V really!!! handling food!!!!because if they they don't come in the agencies sack them i know this happens first hand. It's a dissgrace how the agencies and your management treat people this happened to my grandson because he was almost at his 3 months working at your Tamworth warehouse and after he had only one day off was let go shame on you. Do you acctually know whats going do you even care that people are human beings have a family and mortgage and bills to pay. Don't think the media will be very impressed !!!!do you”

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Posted 5 years ago

“Deliver over an hour late (this happens alot if early morning, late evening) and i had to go to work. Rang them and organised a redelivery. Delivery still arrived. Redelivery next day also still arrived but but was sent to my old house. Was told i wouldn’t be charged for one of the deliveries. However i was charged. Rang to explain and organise refund and the ‘customer service’ rep wouldn’t accept that a refund had been offered and kept debating with me about why it should be refunded. Until I asked to speak to a supervisor. Promised a call back from a supervisor within the hour. Still waiting. Ocado used To be great but has really gone down hill in the last 12 months.”

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Posted 5 years ago

“Everything is ok until it's not ok... So last time we did shopping my partner was home waiting for delivery (2-3 pm). They didn't arrive to our flat, I don't understand why (our intercom is working, checked it). They called me, but I was at work and couldn't pick up. I called back about 3:15 pm. They said 'there was no response from property' (how??? again, my partner was waiting at home), but they said they would re-deliver, fantastic. Then they put me on the hold and after that they said they are not able to do that! AND I HAVE TO PAY FOR EVERYTHING, AGAIN: EVERYTHING, EVEN THOUGH NOTHING WILL BE DELIVERED. I was shocked. Wrote the email, they called me next day OFFERING NEXT DAY DELIVERY, without frozen products... Ugh ok but let's do it, I am glad to save at least a bit of money. They call me again. Now they say THEY WILL NOT DELIVER. But I will be charged for only for frozen & fridge stuff. Ugh. Well, still better than paying full amount. I write an email to confirm the final version... AND I GET THE ANSWER THAT I HAVE TO PAY A FULL AMOUNT. Wtf??? So I got two different pieces of information the day before and they're both incorrect??? I wrote a few more emails. But they seem to think that they can tell you whatever they want and change it a few times as they want. It seems highly unprofessional. A decent company would offer to stick to conditions that were offered (one of two different versions, I would be happy with any; even though, to be honest, I still think that it's not even my fault that delivery didn't arrrive). Except of that one situation, the shop is quite expensive, but acceptable with some discounts they offer... It becomes worse when you paid already and waiting for a delivery and it turns out that they didn't have a product available that is a key product for you... So you ordered shopping, but still have to go to the shop to get that stuff. Just warning.”

Helpful Report

Posted 5 years ago

“Everything is ok until it's not ok... So last time we did shopping my partner was home waiting for delivery (2-3 pm). They didn't arrive to our flat, I don't understand why (our intercom is working, checked it). They called me, but I was at work and couldn't pick up. I called back about 3:15 pm. They said 'there was no response from property' (how??? again, my partner was waiting at home), but they said they would re-deliver, fantastic. Then they put me on the hold and after that they said they are not able to do that! AND I HAVE TO PAY FOR EVERYTHING, AGAIN: EVERYTHING, EVEN THOUGH NOTHING WILL BE DELIVERED. I was shocked. Wrote the email, they called me next day OFFERING NEXT DAY DELIVERY, without frozen products... Ugh ok but let's do it, I am glad to save at least a bit of money. They call me again. Now they say THEY WILL NOT DELIVER. But I will be charged for only for frozen & fridge stuff. Ugh. Well, still better than paying full amount. I write an email to confirm the final version... AND I GET THE ANSWER THAT I HAVE TO PAY A FULL AMOUNT. Wtf??? So I got two different pieces of information the day before and they're both incorrect??? I wrote a few more emails. But they seem to think that they can tell you whatever they want and change it a few times as they want. It seems highly unprofessional. A decent company would offer to stick to conditions that were offered (one of two different versions, I would be happy with any; even though, to be honest, I still think that it's not even my fault that delivery didn't arrrive). Except of that one situation, the shop is quite expensive, but acceptable with some discounts they offer... It becomes worse when you paid already and waiting for a delivery and it turns out that they didn't have a product available that is a key product for you... So you ordered shopping, but still have to go to the shop to get that stuff. Just warning.”

Helpful Report

Posted 5 years ago

“They posted a card through my letterbox stating that they are now delivering to my area, but when I called them they said actually they are not. This is false advertising and they are just wasting people's time, so if you receive one of these adverts, don't even bother!”

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Posted 5 years ago

“First I had to put my credit card details in before it showed the summary of cost, I thought it was odd because I like to know how much I’ll be charged before I give out my details... but oh boy did it go down from there! The final receipt that was emailed to us showed £45 and so we had £45 in our account. Then one day later when they charged the card it was declined because they attempted to charge us £49??? We were surprised and called them and they said in the terms and conditions there is a cost for weighted items and bags added on the end....! Which is fine, if you have to weigh items of course I’ll pay for that. But TELL ME. Tiny terms and conditions is not the correct way to notify customers of a different price. So disappointed with the lack of respect this showed to me. I’m glad I didn’t keep too much money in that account because god knows how much they might’ve said it cost. When business’s start telling you one cost and charging another we have a serious problem. Will never use or recommend.”

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Posted 5 years ago

“No delivery but still charged. Hassle getting refund. Did a fuller review but the system went door with error page.”

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Posted 5 years ago

“Poor service. Driver phoned shortly before delivery due to say that he could not make it due to floods (Amazon did!). Be that is it may, the Ocado system updated to say it had been delivered, when it had not been. Phoned the next day and was told it would be sorted out. The following day Ocado took the money from my credit card. Phoned the following day to be told the driver had been off and therefore still investigating the claim. Only when I asked to speak to supervisor was I told I would be refunded. The moral of this case is that good service is rectifying things immediately you become aware of a problem, not days later after causing your customer hassle.”

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Posted 5 years ago

“Vegetables from china, costumer service ridiculous,everything overpriced.”

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Posted 5 years ago

“Be aware of this fraudulent company.I just placed an order which was never delivered and the money was taken from my account.Called customer service, was told the driver been here and there was no one in home when i been waiting for them all time,they probably just went to another address and i had to pay for that.”

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Posted 5 years ago

“Ocado's Customer care and service are appalling. On our first delivery the Ocado van hit the back end of our car slicing through the bumper assembly and grazing the wheelarch (we were the only car in the street). We decided to use our own insurance company instead of Sopp-Sopp which is the Ocado insurers as it was more convenient for us and I was not happy with the repairers they were going to use. Well I thought that being a new customer they would maybe send us a voucher as a goodwill gesture. Thought wrong not even a free tin of baked beans. If you value your motor vehicle and its parked outside your house try another delivery firm. We have in the past used Morrisons and Sainsbury's and have never had any issues. Drivers are polite, courteous, helpful and above all "professional". We were lured into shopping with Ocado due to a flyer being posted through our letterbox. We haven't received similar items from Morrisons, Sainsbury's, Tesco or Asda. There is a message there. None of the big four need to tout for business like the local kebab shop.”

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Posted 5 years ago

“I paid for groceries on 9/12/19. Groceries were delivered and I saw the payment in my credit card app. 3 days ago I see an email saying the payment had not been taken due to issue with MasterCard and they would now take payment. This took me over limit on my credit card. Called, emailed and spoke to manager, Ocado do not care at all that this will affect my credit file. All I wanted was to pay them with another card and for them to reimburse the payment. Computer says no, speak to MasterCard. Worst customer service possible, if I receive an over limit charge or marker on my file I will be making a formal complaint. Avoid this company, customers do not matter.”

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Posted 5 years ago

“You’re just awful plan and simple! The fact I was told they could not deliver 15 minuets before the delivery time is just a joke. I will never use yourselves again! That’s a promise”

Helpful Report

Posted 5 years ago

“Exceptionally poor service. Misleading promotions with terms and conditions hidden at the bottom, they forgot to take payment so the bank blocked my husband's card - good job he had another on him. They just argued the whole time on both points. The driver doesn't come when they are supposed to either. I will just use Sainsburys or Waitrose.”

Helpful Report

Posted 5 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