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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“We've only used Ocado maybe 6/7 times and there has always been something missing / damaged / wrong. Whoever packs the bags and boxes should be sent back for training or fired or something. My two year old could do a better job! And the process of trying to get thing rectified via their so called 'customer services' is like pulling teeth. Even the last Ocado driver to deliver to us was embarrassed about the state of our order and said it was par for the course unfortunately. Consequently, we won't use Ocado again. We find Asda much better, they dont make mistakes, we've had no damges, their delivery vans are much cleaner and the drivers don't see embarrassed to work there! Shame on you Ocado. You need to up your game massively.”

Helpful Report

Posted 1 year ago

“I'm writing this as a former employee as Indeed job site removed my post because it was far to honest and they didn't like it because they recruit heavily with a heavy turnover of staff for them. So after a recruitment process all done online for a delivery driver at the Cheadle Hulme depot (shows they are desperate for staff) I was taken on, given 3 days training, which was hurried and not in depth (because they wanted you out on the road asap), I was sent out. The device they give you to get around called a Dani system, sends you everywhere except where you need to be going most of the time, sends you down country lanes with dead ends, takes you around long routes and spins around like a compass so you end up going the wrong way, then when you end up in a dead end and stuck, it's all your fault! The yard is a pokey little area stuck at the end of a tight street with so many delivery vans and articulated lorries turning on a pin to back up, it's ridiculous and dangerous! No set procedure for safe driving to get in and out of the yard. A lot of the managers think they are in the Gestapo or should be, BUT not all I do add! I did this for 3 days on my own out on the road and you rush around like a blue arsed fly and you don't get a break because you don't have time. They say don't rush, but if you didn't try to, you would be at it all day! You certainly could risk points on your driving licence doing this job! Ok, you get out and about in the van , but they watch you like a hawk, monitoring everything you do. Days off wise, mainly one day at a time and work most weekends. To the very, very rude lorry driver who drives for Ocado and you know who you are, you are a disgrace to your profession! Avoid!!!”

Helpful Report

Posted 1 year ago

“Items ALWAYS missing, ALWAYS charged for more bags than are used. Sometimes the delivery is cancelled during the slot or after it. Enough, not shopping with Ocado again.”

Helpful Report

Posted 1 year ago

“Want your shopping undelivered 4 times a year? Use Ocado. Want technical issues unresolved? Use Ocado. Prefer not to be called back if you have a problem? Use Ocado.”

Helpful Report

Posted 1 year ago

“Really poor service. Customer care is same. My order cancelled in the night saying something else when I called customer service they are giving different reasons. They keep annoying me with emails and txt to order and when I did this is what I get. Don’t bother to use them people. I have used Morrisons a few times much better service.”

Helpful Report

Posted 1 year ago

“Awful, driver didn't knock loud enough for me to hear due to it being late so missed the delivery and been billed £58 for the pleasure. Called customer service and spoke to team leader all I got was "it's in our t&c" what that you have to have batt hearing to hear the doormouse delivery driver? Absoulte joke. Im on a very limited income, been a loyal customer for years yet customer service wouldn't offer so much as a £10 voucher awful company will never use again please be aware of this before using them you will be liable if you get a quiet delivery driver. If you actually get your delivery half of it will be substituted anyway boycott ocado”

Helpful Report

Posted 1 year ago

“Having used ocado on 3 occasions i was shocked to have two payments taken out just before xmas for one shop . having phoned and Emailed on several occasions was finally told the second payment was for a shop in sept blaming my bank even though making no contact by phone or Email to me find this totally unacceptable.”

Helpful Report

Posted 1 year ago

“I ordered my Christmas Groceries, two weeks in advance which included the main meat for the dinner. However, this "amazing" notified me 30 minutes before the groceries were to be delivered and informed me that the meat for Christmas Dinner wouldn't be delivered. I called the support center and they offered a £10 voucher...and gave all the excuses as possible. I don't need your s*** voucher. This is a gigantic Ocado irresponsibility. I bet that other customers who ordered the same meat in advance will have the same problem. You could have notified me a few days in advance, or even a week in advance so that I could check other stores. Now, with just two days left until Christmas, and 30 minutes before the delivery, you inform me of this ??? If I could give you zero starts, I'd do it. Thank you for canceling my main Christmas dinner meal.”

Ocado 1 star review on 22nd December 2023

Helpful Report

Posted 1 year ago

“Awful company. Failed to deliver half of my goods. No customer service. They said they had technical issues and the lines were down. Driver did not respond to my texts. They charged me for goods I did not receive. I am still fighting for a refund.”

Helpful Report

Posted 1 year ago

“Terrible service. The first delivery the driver couldn’t find our house and the second he ran out of time. Won’t use again”

Helpful Report

Posted 1 year ago

“As you'll see on here, lots of other customers have had orders cancelled for no reason (or due to Ocado's inability to take a simple card payment) with no warning or option to fix their issue. I would advise against wasting your time placing an order. Their product range is lacking and you'll be unlikely to receive it anyway....”

Helpful Report

Posted 1 year ago

“Piece of "£%$# service! - the delivery was more than 3 hours late, never arrive and when I tried to contact customer service. Jorge R. - the only visible part of the name on the chat - couldn't help me because the email I used to register didn't match their security check. And it didn't matter I shared with them a screenshot of the account setting (where you can see the email address), the receipt for the purchase, the email I got from the app. nothing! - and the funny was that they were able to see my purchase and confirm the driver was late, but the only thing that matter to them was that the f@~#k system didn't recognise my email address. Long story short, I got an email this morning saying, "the driver missed my address", and they processed an automatic refund. No apologies for the inconvenience, only an automatic a msn saying "sorry, we miss you"!! - Oh really Ocado! And I miss 3 hours of my life!!”

Helpful Report

Posted 1 year ago

“Great stfff baby nice and smooth”

Helpful Report

Posted 1 year ago

“I'd been ordering weekly from them for several years now. Then on the last order a guy called me 31 minutes AFTER the slot time. I assumed it was the driver (he never stated) and I wasn't told the reason why, just that the order would not be delivered. I was already late for work, so i told him i would sort with customer service. No alternative slot was offered; no delivery was forthcoming. And no apology until i'd complained to customer services - they just left me without my weeekly shopping and told me to book it again! Never will i waste my money on this excuse for a business.”

Helpful Report

Posted 1 year ago

“You deserve to go broke!!!”

Helpful Report

Posted 1 year ago

“Most things on Ocado are much more expensive than mainstream supermarkets. One can argue that they charge you a premium for the service but there’s already a monthly subscription charge and the customer service is really not good. You can expect long wait on the phone if anything goes wrong with your order such as the driver doesn’t turn up. What is the worst is their unfair charge when you need to cancel your order after what they call the “cut-off” time but even before the products have left their warehouse. They will charge you for what they call “perishables” which include many things that they can easily sell even after a day or two including apples, lemons, tomatoes and even frozen things. To be clear, they will charge you for these things even before the products have left their warehouse should you have an emergency and want to cancel before they deliver.”

Helpful Report

Posted 1 year ago

“Unreliable deliveries , poor service. Avoid if you value your time.”

Helpful Report

Posted 1 year ago

“Delivery was confined with nothing missing, then plank of driver shows up and a whole bag was missing. Waste of time using. Should have just gone to the supermarket. Also your pricing is dodgy.”

Helpful Report

Posted 1 year ago

“Don’t bother with Ocado. Absolutely appalling service. After waiting in all afternoon (order delayed by 4hours and 40m) the driver cancelled my order because he ran out of “driving” time and did not bother to contact to tell me this. More to the point i was advised at 5.30pm that my delivery was next. Over an hour later its cancelled. I shall never ever order from Ocado again.”

Helpful Report

Posted 1 year ago

“I have a terrible experience this week shopping with acardo it's been horrific .do not use them they have taken my money twice and left me no money .I have contacted marks and Spencers and they were lovely .but god knows when I will get my money back”

Helpful Report

Posted 1 year ago

Ocado is rated 4.1 based on 2,634 reviews