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

“Email customer service take 48 hours..and their eventual reply states that they assume someone sorted out the problem in the meantime hahahahaha”

Helpful Report

Posted 8 years ago

Oh gosh, this is terrible, we're so sorry! We would like to look into this further for you as we don't want to leave your query unresolved. Please email us on ocado@ocado.com with 'Reviews.co.uk' in the subject line. Our deepest apologies again for any upset caused.

Posted 8 years ago

“Fantastic first order! Many thanks.”

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Posted 8 years ago

“I had used Ocado before and had been very happy with them. However my last order has definitely put me off using them again. I had taken the morning off work for an appointment and decided to get my shopping the driver was not very happy and dumped the bags and ran. At which point I found half my shopping missing and a considerable amount of someone else's shopping. After several phone calls they found my shopping was not on the van. I had to insist that they collected all thar shopping as they were unable to deliver the rest until another day. Only offered £10.00 voucher for all the inconvenience. Not impressed with their customer service.”

Helpful Report

Posted 8 years ago

Hi there, thanks for taking the time to leave us with some feedback. We’re very sorry to hear that you had a poor experience on your previous delivery, this isn’t what we expect to hear at all. We can imagine the frustration and how unhappy you would’ve been when half of the shopping was missing and was not seen on the van. We’re also sorry to hear that you were not happy with what our Customer Service team were able to do for you. We would love to look into this further for you, if you could just send us an email at ocado@ocado.com with your username and www.reviews.co.uk in the subject we will be able to look into this further for you. Once again our apologies!

Posted 8 years ago

“I have been an Ocado customer for about 9 years now. I had tried Sainsburys, Asda, Morrisons and Waitrose prior to trying Ocado. I have never looked back! I receive 2-3 deliveries a week, I would say they are on time at least 98% of the time. The drivers are almost always (on rare occasions a miserable one shows up!) friendly and helpful. I love the bagging method of colour coding your freezer, fridge and cupboard goods, makes it a cinch when you are in a hurry, to get the cold/frozen goodies stored. I love the huge range of products (including non perishable and retail items - excellent for forgotten gifts or when you are short of time) The delivery time slots give plenty of choice (especially if you prefer organic and fresh as we do) I have never experienced a problem with refunds and find the customer service to be helpful, polite and prompt in sorting out any issues. My life is made soooo much easier through Ocado!”

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Posted 8 years ago

“The quality of the food is good, the delivery drivers great (very helpful and pleasant) and whilst everything is going well, it is a fantastic service. 6 weeks ago I lost a bank card (cancelled it the day I lost it) and had to change details on my account. It has taken 6 weeks for ocado to inform me that a payment didn't go through, and have cancelled an order with the reason 'unable to verify payment details' though they could not expand on the reason why. As soon as I got my new card I changed details on my account. So why has it taken 6 weeks to let me know? This should have been sorted out within the week.”

Helpful Report

Posted 8 years ago

Gosh! We're ever so sorry to hear that you lost your bank card and that your payment for your order was not taken as a result. This is certainly not the level of service that we pride ourselves on. We do hope that you were able to get this issue sorted if not please do email ocado@ocado.com with www.reviiews.co.uk in the subject line and we'd be happy to take a closer loo into it.

Posted 8 years ago

“Hi, I was very pleased with my delivery driver today, 'Jacob'! I live in Brunswick Square Gloucester in flats up 3 flights of stairs. My husband was at work. Not all drivers , from various companies offer to bring it upstairs and I have to struggle on my own. I'm only 5ft. I opened my door ready to go down and he was at my door waiting with all the groceries which made me very happy! He was very helpful, friendly and polite! Thanks. Mrs Zimbalatti”

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Posted 8 years ago

“Into my 2nd year with Ocado. We pay a yearly smartpass fee and deliveries twice a week. Drivers always polite and obliging, seem to be happy with their work. Very few problems, sometimes packaging a bit erratic but any damaged or substandard items are promptly refunded and often give a voucher as compensation. Ocado stock a variety of items not found elsewhere, such as lactose free olives and new things are added regularly. I have found many non food items that I would have bought separately online and had to pay delivery charges for. It would be possible to have a daily delivery if required at not extra cost and this is a great service. There are so many offers all the time that the delivery charge is offset through the year and the price comparison system is very good. Have had hardly any problems with missing or wrong items. With such a busy company, the accuracy is very high. I like the bag return system and hope that maybe Ocado will go to the choice of crate delivered shopping.”

Helpful Report

Posted 8 years ago

“Ocado use lies and manipulation to cover up their failings and to ensure Morrisons don't get their customers. Like hundreds of others who have complained on the internet I was lied to by Ocado. I have the telephone conversations to back up this statement with recordings from Ocado and Morrisons. The Ocado card process failed Christmas 2015. The new card I had entered for some reason did not complete and the system kept the cancelled card details. Our 2 previous deliveries had been a shambles so we had decided that the Christmas order would be our last. 8 weeks after the payment failed Ocado eventually decided to contact me which was when the lies started. I asked why they had waited so long only to be lied to by Kyle. Kyle lied that " It was Ocado policy to not harass customers about failed payments and that it was normal to wait 8-9 weeks before contacting the customer, and that if I paid the outstanding amount that would be the end of it, IT WILL NOT AFFECT YOUR CREDIT RATING OR ANYTHING LIKE THAT, I was assured. LIARS. They put a failed payment at the address on their 3rd party financial records which they share with Morrisons seeing as they are looking at the exact same PC's in the exact same building. Morrisons immediately suspended my wifes account stating" There has been a payment problem for that address". Ocado had stopped her using her Morrisons account by using these tactics but were happy to take orders on her Ocado account which she decided to close with immediate effect. Ocado claim they do not breach any competition regulations in the way they share information with Morrisons, to the extent that they as a result of my complaint, have now changed their terms and conditions relating to privacy(SO CHECK THEM). Despite the recording they will not even accept that the payment was taken under false pretences using lies and deception. The company has no integrity and the cowards will not even admit when they have done wrong. I'm sure that Wendy Gallagher Finance Assistant – Loss Prevention at Morrisons is very interested in how Ocado have sabotaged our Morrisons account, just like many others on here, to only take Ocado orders from us. Morrisons, Ocado are mugging you off!”

Helpful Report

Posted 8 years ago

Goodness we're so sorry to hear you've had an unsatisfactory experience with us, it's certainly not how we would like you to feel about us at all. You mentioned you've been in touch with us about the issue, however if there is anything that's unresolved please do let us know by emailing us on ocado@ocado.com with 'Reviews.co.uk' in the subject line. Our deepest apologies again for any upset caused.

Posted 8 years ago

“Have used this service for several years. When they first started they had a policy whereby if they were late and came after the hour slot the shopping became free. They had to stop this as they are late so often. No matter what time of day even if the 6am-7am slot is selected when they should have just started and there is no backlog, they are always late. Massively disrupts your day having to be in at a time not initially selected--awful service”

Helpful Report

Posted 8 years ago

Oh Sam we’re so sorry to hear that your delivery has been repetitively late. We can imagine how frustrating this would be for you and we would like to assure you this isn’t part of our usual service. We never meant to disrupt your day and we would certainly like to look into this further as it concerns us that your deliveries seem to be late so often. If you can email us at ocado@ocado.com and please pop www.reviews.co.uk in the subject, we’ll take a look into this further for you. Once again our apologies Sam.

Posted 8 years ago

“Oh my oh my!!!! OCADO IS SUPERB!!!! I have been registered with Ocado for ages but today is my first ever online delivery.... And after so many headaches of other supermarkets delivery results, I'm not going back! I've been converted by the wonderful service I have received. My delivery was an early one, the driver was slightly early... No harm done as I was home and needed it before work and pack lunches galore! Big and spacious bags packed my food, no problems there, with no items missing and only one substitution. Took me sometime as a first time shopper on the site (as it does normally in any other site), but I expect it to become easier as I'm new to it. The driver was amazing.... Even was so early he delivered my order with the warmest smile leaving me with the customer wanted feeling of appreciation. Well done Ocado, your employees are a credit to you. I'm sure to be back soon! Ps- food quality is much improved compared with other high street supermarkets.The fact that I can return my bags and not rush like a mad person to unload my unbagged items... It's great! So very pleased and a load "unloaded" off my mind.”

Helpful Report

Posted 8 years ago

“Fantastic service from order right through to the delivery. I ordered a lot of unusual vegan foods and have to admit that I was a little dubious as to whether I'd receive them but to my surprise everything was delivered. One item was missed out but this was just an error with packing as its sell by date had been added to the receipt. I rang the customer help line and got a refunded, which didn't effect the voucher I'd used . There was no waiting in a queue and the lady I spoke to was lovely. The receipt breakdown and text updates are very useful and the food was delivered exactly at the time I selected. The delivery guy was fab, very friendly and informative. I will definitely be shopping at ocado from now on, extremely impressed.”

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Posted 8 years ago

“First class rolls Royce service !!”

Helpful Report

Posted 8 years ago

“I have been using Ocado for about 10 years and had a smart pass for about five years. The smart pass is an excellent way to get deliveries when you want as without worrying about fees. If there's a problem - the customer service is prompt and helpful. The drivers are courteous and also very helpful. I only get occasional substitutions and they are usually sensible. They have lots of good offers too.”

Helpful Report

Posted 8 years ago

“I had my account hacked and contacted Ocado to report it. Whilst they said they had deactivated my account once I told them, they have since spouted lie after lie about it being shut down - I had confirmation from "customer services" that it hadn't been shut down 2 DAYS LATER! What information of mine was left open to the attack? Did they care? Hell no! The "customer services" alleged manager just read from her script, repeating the same phrases time and time again which didn't answer any of my questions, spoke over me and was generally as unhelpful as she could be. If you fancy offering up all your personal and financial details to all and sundry, go ahead, sign up to Ocado. However, if you want to remain in the black and not have all you own stolen from your bank account, stay well away.”

Helpful Report

Posted 8 years ago

Hi Mark. We're really sorry that your account was hacked into. We know that this is a very stressful thing to happen to anybody. We'd like to reassure you that we take security of our customers very very seriously at all times. We don't store your full payment details on our systems and these are stored with your bank, which means that access to your financial details would not be possible via our systems. Unfortunately we're unable to help you any further as you've mentioned that you've already spoken with a manager. Our apologies again.

Posted 8 years ago

“I have been using Ocado for my weekly shop for the last 4 years and have thoroughly enjoyed the experience. I moved from another high-street supermarkets online shopping service to Ocado after being disappointed with the quality of the fresh produce I was getting. I have never had this problem while using Ocado! On the very few occasions I have had any issues with any products, the driver simply actions the refund straight away and if I have had to deal with customer services the service has also been very good. Drivers are polite, helpful and communicate with you when they are going to be late or wish to come early (if convenient to you) and there are very few substitutions, meaning you can plan that what you order 99 times out of a 100 will arrive in great condition just as you would have chosen it yourself. A fantastic experience which has made my busy life easier and means I am reluctant to move to any other supplier. Well done Ocado - I think you're top class!”

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Posted 9 years ago

“Quality of products excellent. Delivery is consistently reliable. Delivery personnel are always helpful and courteous.”

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Posted 9 years ago

“It's friendly customer service, happy and friendly drivers, good value, easy to use app, Ocado takes the stress out of weekly shop! Thank you!”

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Posted 9 years ago

“I love Ocado! The website is brilliant, simple and intuitive to use. A superb range of products always fresh and well within date. Every delivery driver I have encountered has been friendly and helpful. I cannot recommend Ocado highly enough. I will continue to use this British company instead of the huge corporations who have dodgy and dominant business practices. A great company to deal with!”

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Posted 9 years ago

“My weekly groceries over the last 4 years have always been delivered by friendly and helpful drivers, very rarely late. Everything delivered is of excellent quality, except now and again the apples have been badly packed and have been damaged.”

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Posted 9 years ago

“Tried Ocado a couple of years ago and been with them since. In the past have tried Tesco, Asda, Sainsburys, Waitrose. Waitrose was good but I can get all their produce from Ocado and the service is better.”

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Posted 9 years ago

Ocado is rated 4.1 based on 2,626 reviews