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

“Your Packing is still hit and miss bread still arrives not very fresh”

Helpful Report

Posted 9 years ago

“I have been using Ocado for probably going on a decade... It was a life saver when we moved to the country... And I still find it saves me time , energy and gives great value for money. The drivers are always excellent, helpful and considerate. I have only once in all these years been let down by the time slot ( and it was probably due to road incident) . It is truly a fantastic service offering.”

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Posted 9 years ago

“I would have given 5 stars but for a recent order which didn't arrive. No prior notice, no apology, no explanation.”

Helpful Report

Posted 9 years ago

We're really sorry to hear that Linda, we can understand how this must have been very disappointing and inconvenient. We can look into this further for you, if you could please email us at Ocado@ocado.com with reviews.co.uk in the subject line, we can see what happened with this order. Once again our sincere apologies for any inconvenience caused.

Posted 9 years ago

Thanks very much for your email Linda, we're so glad to have resolved the issue for you. If you would like any further assistance please do get back in touch with us. We hope you're having a lovely week!

Posted 9 years ago

“Hello Ocado I have mobility problems so chose Ocado to deliver my groceries. With the hour window for deliveries there is less time wasted, waiting for my bags to arrive. The delivery people are always courteous and friendly - just like proper shopping! Thank you all.”

Helpful Report

Posted 9 years ago

“It is the consistently high standard of delivery personnel which makes Ocado stand head and shoulders above the other on-line grocery retailers. Well trained, pleasant, helpful, careful and on time. I've tried others, but ended up preferring to go to the supermarket myself. Not any more. Thank you Ocado!”

Helpful Report

Posted 9 years ago

“I have used most of the major supermarket's online grocery shopping over the years, some were ok and some plain awful. I also used Ocado many years ago and it was comparable to the better of the rest. However, over the last 3 years or so I have returned to Ocado and am extremely impressed with how they have progressed. Hourly slots for delivery make it easier to plan your day, and their drivers will always ring ahead should they be early or late, I think I could say honestly that they have only been late once or twice. I hardly ever have a substitution and I have only been missing an item once and, again, they let me know beforehand by text and email. Their own brand goods are great value, their website is so easy to use and reminds you of items you may have forgotten. I have their shopping app on both my phone and iPad so even if I'm away from home, I can add items I may have forgotten. The Smartpass facility that I pay for annually allows virtually unlimited deliveries at no charge and saves me a lot of money, plus gives me offers on specific items. There are many more pluses I haven't mentioned but I can not think of a negative. Ocado is without doubt THE best online grocery store. I cannot recommend it highly enough and that is very unusual these days. Keep up the fantastic work.”

Helpful Report

Posted 9 years ago

“Excellent website. Excellent choice of goods, good mixture of own label, Waitrose and other makes/brands. Ocado own label fish meat fruit and veg products very good.Drivers always courteous, helpful, punctual and usually arrive at the beginning of the time slot. Very few substitutions; smart pass minimises delivery cost; good packaging, useful colour coding of bags plus good packaging of glass bottles. Very good customer service centre, always helpful, quick to answer emails and follow up. All-in-all an excellent service.”

Helpful Report

Posted 9 years ago

“Excellent variety of products, so I don't need to visit multiple stores. Delivery pass makes it cheaper than traveling to the shop by bus or car, and the delivery times are accurate. In three years of orders, I've only had two late deliveries and both were in extenuating and understandable circumstances. Customer service has been helpful any time there was a small problem with an item, and that has been quite rare.”

Helpful Report

Posted 9 years ago

“Overlapping hourly delivery windows - very flexible - love this. Easy to get delivery at short notice. Almost always on time - if not there's always a good reason and I've always had a call to advise me in advance. Very few substitutions unlike other online supermarkets I have tried. Excellent product range.”

Helpful Report

Posted 9 years ago

“Value for money, excellent quality , first class customer service”

Helpful Report

Posted 9 years ago

“Ocado are excellent, I have been using them for getting on for ten years. I have only had substitutions on about two occasions, if there is ever any damage (rare) to any goods there is an immediate refund, the frequent delivery slots are very useful and my shopping has always been delivered on time apart from a very few occasions when the driver has rung to say what is happening and when he will arrive. I frequently recommend Ocado to friends. I hope that you will not stop delivering Waitrose goods. Rumour has it that Morrisons will replace Waitrose. I would probably then transfer my allegiance to Waitrose Deliver.”

Helpful Report

Posted 9 years ago

“An excellent service most of the time- very courteous and helpful telephone staff and the same for delivery staff. The only issue I have is of occasional broken eggs or leaked milk bottles or squashed fruit. I have telephoned Ocado as soon as I have discovered the problem and was immediately offered a refund and even once an extra small payment for the inconvenience which was very kind. I feel the trouble may be with the way items are packed in the bags or how the vans are loaded with the bags. Perhaps you could look into this.”

Helpful Report

Posted 9 years ago

“Top rate delivery service, good choice of time slots with friendly helpful drivers that have never been late! Good variety of all products at competitive prices, I particularly appreciate the odd freebie thrown in as I get to try foods that I would not normally purchase. The use by dates on fresh produce is never just a day unlike other supermarket delivery service. Overall very impressive.”

Helpful Report

Posted 9 years ago

“Have been using Ocado for a few years now and very satisfied with them. A couple of items have been damaged in transit over this period but no problem with refunds etc. Nearly always delivered in time slot requested, taking into account traffic problems which can occur at any time. Have no reason to change my routine.”

Helpful Report

Posted 9 years ago

“A much improved service, easy to use website and very few substitutions. I use it on a regular basis now, convenient and really good for free-from products. Find the reviews helpful on new products. Deliveries always on time so I highly recommend Ocado.”

Helpful Report

Posted 9 years ago

“amazing service. don't know what i'd do without you guys ;) only thing i'd like is to be alerted to substitutions or missing items in advance to give me a chance to add something in it's place. I don't like the substitutions you guys bring and then it's too late...”

Helpful Report

Posted 9 years ago

“Easy ordering via the app, good deliveries, rarely problems.”

Helpful Report

Posted 9 years ago

“Excellent customer service, wide variety of choice and good quality food.”

Helpful Report

Posted 9 years ago

“The drivers are excellent, always very helpful and still smiling even at 7 am! I have found the fruit generally poor in taste and quality and now buying some of this elsewhere. Otherwise everything else is good quality.”

Helpful Report

Posted 9 years ago

“Ocado delivers a service which is reliable and rarely includes substitutions - unlike its competitors. The quality of products is high and if ever I need to contact customer services, my query is dealt with quickly and efficiently.”

Helpful Report

Posted 9 years ago

Ocado is rated 4.1 based on 2,626 reviews