Ocado Reviews

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

4.1 Rating 2,634 Reviews

77 %

of reviewers recommend Ocado

Company Reviews

Questions

Metrics

4.1

Based on 2,634 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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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

“Ocado is getting worse. On Thursday this week my order was 2 hours late, no message, no explanation. Fortunately I was in that day. Today, Saturday, my order was due at 9.30.-10.30. At 10.30 I received a message on my order (no email or phone call, fortunately I looked at my order) saying it was going to be here in 45 min. We re-jigged our busy Saturday. No one arrived. I checked the order again and it said I should have had a delivery by 12.30 - no order then ! I have just phoned Ocado and apparently it will arrive some time today. It is now 2.45 and I am still waiting. This has been a waste of a lovely day, waiting in for an order. They don't seem to care about their customers. I am sick of mouldy rotten fruit. Unfortunately my husband likes the M&S food, or I would stop buying from these people. I am not surprised they are running at a loss. What a dreadful shame. It costs so little to communicate properly.”

Helpful Report

Posted 1 year ago

“The quality has recently become worse and worse until a recent delivery when the fresh food was actually rotten. See picture of carrots.”

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Posted 1 year ago

“First time used Ocado On time No substitutes Excellent quality of produce Polite, helpful delivery driver”

Helpful Report

Posted 1 year ago

“Sold stake said it was ribeye O more let chick stake as for are fund told its on it way Not so three week later asked o For a photo of it or no refund the are. Nuts”

Helpful Report

Posted 1 year ago

“They charge more than M&S for the food!!”

Helpful Report

Posted 1 year ago

“They are an absolute mess. The orders are never on time and sometimes even cancelled “because there is traffic”. On top of things the orders are never complete and there are always missing items. Don’t ever order from Ocado, don’t waster your time”

Helpful Report

Posted 1 year ago

“First time using Ocado. They missed the first delivery by 3 hours yesterday which meant I was not home when they tried to deliver. I spoke to Ocado, and they rearranged delivery for today between 9-12, having not heard anything from Ocado I contacted them again and found out that the order wasn't kept back for redelivery. No compensation offered. Useless.”

Helpful Report

Posted 1 year ago

“I had the misfortune of having a recent order delivered by Joshua in Cabbage Van, I have never had any delivery man behave like a Diva as he did in all the years I have been shopping with Ocado. I always ask the driver if he could place my bags inside my doorway (not come inside) because I have a bad back and arthritis and it's easier for me, but when I asked Joshua he seemed annoyed, he did it then took off in a strop like he couldn't get away quick enough. When emptying the bags he had packed them so shoddy, I have never had them packed so badly before, there was 3 bags with only 1 item in them and food mixed with body wash which leaked on them. He clearly did not care how I received my shopping or his attitude, I was shocked as this is not Ocado's usual high standards. The job is not for the weak.”

Helpful Report

Posted 1 year ago

“I have posted a review on Trustpilot regarding the shopping experience from hell. I have also dealt with the customer service department, who basically are not fit for purpose. My attempt to respond to the invitation to discuss matters further with Jack from social media department achieved nothing other than exposing further incompetence and a don’t care attitude towards customers. My review on Trustpilot is under the name Kaps.”

Helpful Report

Posted 1 year ago

“I’ve shopped with Ocado for the past 16 years and have been very happy. The drivers are always on time, pleasant and helpful and there are rarely substitutions or goods missing. I think their partnership with Waitrose was better than M&S but that’s due to personal choice. The payment/return system with carrier bags works well. It may be a bit more expensive than some other supermarket deliveries but worth it.”

Helpful Report

Posted 1 year ago

“I used Ocado for the first time a few days ago, I found the overall experience good! I like the early or late delivery slots . Ordering was simple to navigate and had a wealth of choice my shopping was packed well and was delivered on time. I will definitely use them again!”

Helpful Report

Posted 1 year ago

“Like others, I deserted Ocado when they abandoned their regular customers during Covid. It is still not a company I much like. However, their selection of products is the best there is although more detailed categorisation would be helpful. They are also very good at delivering what you order without substitution. This, together with relatively keen pricing, makes them hard to beat. Deliveries are always on time and the drivers courteous. My main criticism is shelf-life. Of my delivery today, four items had a shelf-life of just 24 hrs while a further five had 36 hrs. None of these were, accordingly, worth buying.”

Helpful Report

Posted 1 year ago

“Ordered a weekly shop. Left instructions to leave the delivery outside my door. Driver did not try and left. I was then sent an email telling me I would lose the value of my shop as I was not in - not true. They subsequently agreed to honour the order as long as I was in between 7-9pm the night after. I cancelled an engagement to be there. Stupid me - they never showed up nor phoned or emailed me - just left me hanging. No food, no dinner, nothing. When I called them, they simply said 'we are sorry' and offered a £25 voucher off the next shop - like I would ever shop with them again. Absolutely rubbish. Never again. Insulting.”

Helpful Report

Posted 1 year ago

“Arrived on time driver helpful explaining my delivery . However they informed me that a celebration cake ordered several dates prior was not available ? which was a disappointment. . I’m not sure I would shop with them again as being key down in first order is not great customer service .”

Helpful Report

Posted 1 year ago

“My delivery was booked for 6-7pm I got a message to say it was delivered only it wasn't. I had to call Ocado and they told me the van was broken and was swopped which generates a delivery notice ? Now delivery was to be up to midnight and they had taken my money as it was shown as delivered. I refused a delivery after 10pm as I work at 5am and they acknowledged that and I was only offered two days later. I cancelled the order on the phone but the guy still called after 10 and i was in bed and could not get to the door quick enough. They texted me to say they had rung but they did not which was a lie. I asked during the cancellation for my money back only to be told "THEIR PROCEEDURE IS 7 TO 10 DAYS DUE TO THE BANK "? so NO shopping, and an unacceptable wait of up to 10 days for my money which, they took contrary to their to their own published terms. Its bordering on illegal practice. I would suggest they broke their contract with me, they took unauthorised funds and now I have to wait 7 to 10 days. Yet they can make a refund for missing items in hours ?? Shocking. I will be taking this up with trading standards. Their customer services (sic) team are pleasant but in the end not able to help which is an obviously incorrect situation. Obviously there are serious errors in their procedures. for all they know i could have no food for kids and now no funds to replace it.”

Helpful Report

Posted 1 year ago

“I have been using this company for approximately 4 to 5 years. I have never had a single problem with them. In fact, I cannot praise them highly enough. The wide range of food is impressive and the delivery drivers are some of the best in the business. I have used competitors and have sometimes been left with over 10 substitutes on an order, which is not acceptable. I have had breaks in between, but I always end up back with Ocado. So I can only speak as I find and I trust them completely every week with my order. I wouldn’t hesitate to recommend this company. I must’ve had over 200 deliveries and cannot remember a single one. That was a bad experience. well done Ocado. Customer service is 2nd to none. I admit they are not the cheapest but they deliver in bags and they give you back 10p for each bag you return for recycling. We as a family order loads of different types of fruit and my daughter particularly loves the Ocado range. In fact we were just talking today about the size of the grapes. They were literally the size of plums and as sweet as could be. we have a very happy daughter after an Ocado delivery! Keep up the good work. We will be using you for a very long time to come.”

Helpful Report

Posted 2 years ago

“Taking £4 extra for bags and offering 10p back each. I won't be using this service again!”

Helpful Report

Posted 2 years ago

“So far, I've found Ocado better than other online grocery deliveries. It's never hard to find a delivery slot, I very rarely have an item substituted and they always have the quantity I want, they deliver in bags for which they pay you 10p each bag you return. They are great value for money, always on time, and the drivers are all helpful, which is important to me aged 70 with poor mobility. I can recommend Ocado with confidence.”

Helpful Report

Posted 2 years ago

“Just had my first delivery from Ocado in deep snow….. DEAD ON TIME!!!! Delightful driver CLOE….I was so surprised to see her,especially on time, in view of the weather…I forgot to give her a tip….So sorry CLOE! My order was perfect, absolutely no complaint. Thank you Ocado MG. Streetly.”

Helpful Report

Posted 2 years ago

“Paul noticed a broken bottle in my shop. He contacted customer services immediately. Ten minutes later customer services called to apologise, to discuss and sort the order, offer a voucher for inconvenience and arrange a priority delivery the next day at 8.30am. Fantastic speedy and efficient customer service. Thank you Ocado”

Helpful Report

Posted 2 years ago

Ocado is rated 4.1 based on 2,634 reviews