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

“Always polite, helpful and efficient. I have recommended Ocado to many friends who have been equally pleased. Thank-you.”

Helpful Report

Posted 9 years ago

“I love Ocado ! My only complaint is that the shelf life of what you deliver is much shorter than if you purchase from the waitrose store and in particular items like milk and bread.”

Helpful Report

Posted 9 years ago

Hi Kinvara, thank you for taking the time to leave us feedback, we're so pleased to hear you're loving the service! We are disappointed to hear that you're not happy with the life of the products you receive. We advised a minimum life guarantee on all products on the website which we will always adhere to. By showing this on the site, you will know the minimum life for the products and so will be able to plan meals or food options accordingly. If ever you receive items you are really not happy with or do not meet the guarantee, please do let us know so we can investigate. Please note the days guarantee also includes the day of delivery. Thanks again for your feedback, we will be sure to pass this on to our Supply team for you. Have a great day.

Posted 9 years ago

“Ocado is the definition of efficiency. Simple to use, flexible delivery times , the add to existing order is one of the most useful parts of the website. Good choice of products and rarely any issue with out of stock items.”

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Posted 9 years ago

“The driver John who delivered my order handled the leakage within the order in a professional manner and I had no reason to complain, it was handled extremely well.”

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Posted 9 years ago

“Rating in my opinion is normal - I have received very good service from ocado and recently extremely poor service from ocado. I like to buy waitrose food and ocado offers this conveniently -supposedly. The app is very good however frequently items are out of stock or not delivered despite showing as available at the point of ordering. Fresh meat Is not packaged well for delivery and often arrives damaged / smashed so spoils other items that it probably shouldn't be packed in the same bag as anyway. Fresh meat often has already gone off when opened 1-2 days after being delivered and is well within its use by date. Delivery drivers are good and engage with customer. It would be better if ocado customer services contact customer if delivery is late rather than driver as you contact customer service for an update not the driver and they have no info available - info provided subsequently can be unclear - e.g. I was recently told my order was over an hour delayed by customer services and then the van arrived moments later! It's very frustrating when products arrive damaged or are missing as it means a trip to the local supermarket - surely this defeats the object of ordering online and paying a £10.99 fee every month?”

Helpful Report

Posted 9 years ago

Goodness Hannah, it saddens us to hear about the recent experience that you've had with your Ocado delivery, and for this we're truly sorry for any frustration that we've caused you. It is never our intention to upset you in anyway and it is very concerning to see all the points that you have raised regarding the meat not being packaged properly and out of stock products not being delivered after adding them to your order. We'd like to take a further look into this for you so please could you email Ocado@ocado.com with www.reviews.co.uk in the subject.

Posted 9 years ago

“An excellent website which makes shopping much easier than it is using competitor's websites. It offers much better filtering of products. Ocado generally has good offers available. It is good to know that brands are price matched with Tescos. I do feel that fruit and vegetables are a bit more expensive than at other supermarkets. Deliveries are on time and drivers are polite and friendly. Rarely is anything missing or substituted. My one gripe with Ocado is that the packing is frequently very poor meaning that eggs and fruit are often damaged but sometimes other packaging is split causing the rest of the shopping in that bag to need washing. On the whole, well done Ocado!”

Helpful Report

Posted 9 years ago

Hey Sally. We're always looking to make the weekly shopping easier and we're pleased to hear that you've been enjoying the service as it makes what we do that much more enjoyable. It does sadden us to hear though that you've been unhappy with the packing of the shopping, which has resulted in damaged eggs, fruit and split packaging. We'd like to take a further look into this for you. Could send us a message via ocado@ocado.com with www.reviews.co.uk in the subject line.

Posted 9 years ago

Thanks for emailing us Sally, we're glad you contacted us and giving us the opportunity to help. If we can help any further please do get back in touch with us. We hope you're having a lovely day!

Posted 9 years ago

“Always a great service from Ocado. Drivers are polite, friendly and helpful. The website is fantastic, easy to use and very informative…..some very special features such as the reminder of what and when you last purchased, your favourites and reviews. The one hour slot is great and 99% of the time, the delivery arrives within the hour. The driver will inform you if there is an unavoidable delay.”

Helpful Report

Posted 9 years ago

“Great service and products.”

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Posted 9 years ago

“Excellent deliveries- good substitutions, polite helpful drivers. Website easy to use.”

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Posted 9 years ago

“Superb, flexible service plus a portfolio of products that keeps growing! Ocado have never let me down in 11 years!”

Helpful Report

Posted 9 years ago

“Reliable. Friendly drivers, ease of ordering, consistently good quality and good value, rare substitutions, best online groceries I have used and I have tried them all!”

Helpful Report

Posted 9 years ago

“Excellent service, every time, polite helpful drivers. They cannot do enough for you.”

Helpful Report

Posted 9 years ago

“The quality of the food delivered is generally very good. Over the years we have had problems with food being spoilt in transportation e.g. 4 pack orange juice or 4 pint milk cartons being packed with highly squashable items such as bread or soft fruit. The redeeming factor is that Ocado is very happy to reimburse but it does still happen... Still using Ocado after several years.”

Helpful Report

Posted 9 years ago

Hey Fiona, It's really disappointing to hear that you've been receiving spoilt food and damaged items in your shopping orders. This must be extremely frustrating as this is not the level of service that we'd expect you to receive. If you email ocado@ocado.com with www.reviews.co.uk in the subject line we'd be happy to take a further look into this for you.

Posted 9 years ago

“Very rarely do I get substitutions. Very rarely is a driver late. Their fruit and veg is generally of excellent quality, and their range is both impressive and interesting. Very rarely do I get problems. But when I do, Ocado is quick to sort them out and profusely apologetic, often including vouchers as a good-will gesture for the mistake. I just wish their customer service was on a free-phone number, because occasionally you can wait a long time to talk to someone. There's always the email option, which works but not so quickly.”

Helpful Report

Posted 9 years ago

We're delighted to hear that you've been enjoying the service overall Kat, but it does concern us to hear that to hear that you've been having trouble getting through to our Customer Service team by phone. Sadly we've experienced a higher number of calls & emails than usual, please rest assured though that we're working very hard to get this down to a normal level. With our emails wait time at 48 hours. We'd like to thank you for the suggestion of the free phone number and will of course pass this on to the relevant. Did you no that our telephone line is charged at local rate rather than a national rate. We hope this helps and thanks for letting us know.

Posted 9 years ago

“Just wish I could order clothes. Returns would be simple”

Helpful Report

Posted 9 years ago

Hey Omar, thanks for your suggestion of being able to order clothes. Sadly this is something that we don't do at the current moment. We'll certainly pass it on to the relevant teams and you never know maybe one day in the future you may be able to order clothes. We'd say keep your eyes peeled. We hope that you've been enjoying the rest of the service though.

Posted 9 years ago

“Overall, I am happy with the ocado drivers that deliver to me twice a week. The one thing that annoys me when the order I either late or early and the driver doesn't contact me. When a driver has the opportunity to deliver early and the time is before 8am I would like to receive a text message asking if it is ok to deliver. On two occasions the driver has turned up at 6.20am, waking up the whole family, when my delivery slot was 7-8am. If they are early, and the time is after 8am, they can call and ask. I would really appreciate a call when a driver is running late. I know that drivers are sometimes sitting in traffic, where it would be illegal to make phone calls, besides calling up-coming customers will result in delaying deliveries even further, therefore I think that a driver running late should send a message to ocado HQ where someone will be able to call all his up-coming deliveries and provide them with an expected deliver time.”

Helpful Report

Posted 9 years ago

Goodness Birgitte, it saddens us to hear that to hear that yove been receiving late and early deliveries where the driver has not contacted you by phone. This must be extremely frustrating and we can completely understand how inconvenient this must be. Our driver are trained to call you if they are running late so that you are kept well updated. They should also be calling you if they are running early to see if you would like to have your shopping delivered earlier. Please email us on ocado@ocado.com with www.reviews.co.uk in the subject line, and we'll take a look further.

Posted 9 years ago

“Some times disappointed with the way to bags are packed. For example bread with tonic - bread squashed. Crisps with washing liquid - crisps broken or bag split..... The other week sugar was delivered - the bag had split due to something heavy with it and sugar spilt all over the floor. Drivers helpful - great products. Great service generally.”

Helpful Report

Posted 9 years ago

Oh gosh Victoria. It is really worrying to hear to hear about the poor packing of your shopping as this not the normal level of service that we would expect you to be receiving from us. It also sadden us to hear that household cleaning items have been packed in with your food items as this should not be the case as they should be packed separately. We'd like to get this reported to our Warehouse management team & would be grateful if you could email us on ocado@ocado.com with www.reviews.co.uk in the subject line.

Posted 9 years ago

“Such a shame ,products on the whole are good but the packing more often than not damages items in the delivery. The last 2 deliveries have been very late,over an hour ,the first i received a £7 voucher for the second i was told i would get another £7 voucher emailed to me but have not received it. Tesco used give a £10 voucher even if they were 10 mins over. I have paid up for smart pass delivery so looks like i dont have much choice but to stay until that runs out.”

Helpful Report

Posted 9 years ago

Hi Kirshanda, we're really sorry to hear that your orders have been late recently. This is very disappointing, especially as we work very hard to deliver within customer's allocated time slot. We are also sorry to hear you have not received your £7 voucher as promised for a recent late delivery. Please email ocado@ocado.com, including reviews.co.uk in the title and your username so we can get this looked into for you. We really hope you give us another chance to prove how great our service really is.

Posted 9 years ago

“Don't know what I would do without Ocado - it is a fantastic service.”

Helpful Report

Posted 9 years ago

“Rare for me to rave about a service but Ocado really is excellent. Expensive though so I tried other services for about 6 months last year (Sainsburys, asda, tesco). Came back as their service was terrible. Hour delivery slot and next day availability for delivery is great. Rare to have substitutions and product range is great. Love this service!!!”

Helpful Report

Posted 9 years ago

Ocado is rated 4.1 based on 2,626 reviews