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

“I am happy with my Ocado shopping and would recommend them to my friends and family. The delivery drivers are always polite and helpful. Substitutions are quite rare but when they happen the item is usually substituted with something sensible and I generally accept it, unlike some other supermarkets i've used. Quite happy at the moment but wish they'd get Frozen Seafood Selection back in stock as OH is missing his seafood pizza.”

Helpful Report

Posted 9 years ago

“Very convenient with great quality products. After watching Hugh Fernley Wittingstall discussing food wastage, farmers, produces and supermarkets on television the other day, I hope you are as good to your producers as you are to your customers? And not too finickity on appearance of the vegetables and fruit.”

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Posted 9 years ago

“Iv shopped with several other big name supermarkets and found the result to be hit and miss at best and entirely unsatisfactory at worst. OCADO has been different. Its very rare that I get a substitution and on the whole the quality of the food is extremely good – as good as if Id picked it myself. The deliveries are also on time. Its very rare that they arrive late, and in both cases where this has happened Iv been called by the driver to warn me. I really wouldn’t consider having my shopping delivered by anyone else.”

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Posted 9 years ago

“One hour time slots, Waitrose food, Tesco price promise. What's not to like? I've been an ocado customer for over 10 years and I love it!”

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Posted 9 years ago

“Good availability, few substitutions, generally polite and helpful staff.”

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Posted 9 years ago

“I have nothing but praise for Ocado. Excellent service - cheerful, helpful delivery people, wide range of products and offers, always on time unless call with explanation.”

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Posted 9 years ago

“Everything is outstanding!”

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Posted 9 years ago

“What could have been a five star rating gets only two since Ocado insists packing uncooked meat with ready to consume products despite writing to them and asking for their code of practice regarding food hygiene and cross contamination. I found the solution finally in spraying everything that came in the same bag with Dettol so long as they are suitable to do so. Sometimes the packers forget all common sense and pack a bag of crisps or bananas together with heavy items such as pasta sauces, pickle jars and tins. The result is mashed up bananas and burst crisp packets. I won't even go into eggs. It is a shame for otherwise such a great service because they are always on time, polite and have good deals and a wide range of quality products. Please pack raw meat, fish separately Ocado!”

Helpful Report

Posted 9 years ago

Hi Sultan, we're so sorry to hear that you have had poor packing with some of your orders as well as damages to some items too. We do hope that you have contacted us regarding this and requested refunds for the damaged items. If not please do email us at ocado@ocado.com and we can look into this further for you. With regards to the packing of raw meat with other items, we have investigated the heat-sealing process for raw meat and fish products, and have found that it has been extensively developed, improving the safety and resilience of the packaging. We are now confident that it provides an acceptable barrier from other foodstuffs, and therefore we can safely pack these products within the same carrier bag as ready-to-eat products. Should the packaging of any product be punctured or compromised in any way, please contact us so we can investigate the issue. We will however, be passing on your feedback regarding this. Once again our sincere apologies for any inconvenience caused and we do hope that you give us another chance.

Posted 9 years ago

“Excellent overall service with rare or no quibble product substitutions, timely deliveries and professional, courteous staff.”

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Posted 9 years ago

“My family has patronised Ocado for many years now and we are very happy with the results. My wife and I are now virtually housebound and Ocado is the only supermarket on which we rely. The main reasons include the ease of the use of the website and the hourly slots for the delivery. We are also pleased with the extensive choice and quality of food. The drivers are courteous, helpful and friendly. The only area which needs continued checking and supervision is, in my opinion, the packing of the bags. I appreciate that this is a difficult area but sometimes heavy objects eg bottles are placed on top of softer goods and goods such as vanilla slices are found upside down and squashed with the result that the icing is found sticking to the packaging? But, all things considered, congratulations to all and well done. Regards M D Cowell”

Helpful Report

Posted 9 years ago

“Very wide range of goods Some times the packing means that items are spoilt e.g apples bruised, pears squashed, broken eggs Very good when items do not come up to scratch e.g. don't last until use by date Excellent and efficient refund system Lovely delivery people Good at keeping customer informed - reminders for latest time to amend orders, email receipts etc. Like the way they are dealing with the single use bag quandary Much more pleasant shopping experience than trailing round shops!”

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Posted 9 years ago

“The service that Ocado offer is professional and reliable. My only criticism is that they do not rewards loyalty. I shop on a weekly basis, spend a minimum of £100.00 a week. Yet I receive no discounts from them other than those I pay for in my subscriptions to there services. My sister works the system using tesco, sainsbury and ocado rotatationally. She is rewarded by regular return to us offers from you! Where is the loyalty to me!!”

Helpful Report

Posted 9 years ago

Hi Sally, it's great to hear that you love the service although we're sorry to hear that you haven't received any vouchers. If you can please check that you have the Marketing box ticked in your account settings and hopefully our Marketing team will send you some vouchers soon. We also have some great giveaways and bundles on Facebook and Twitter for all of our customers, so if you use either of these please keep an eye on our pages! We hope you get to take advantage of some great offers soon.

Posted 9 years ago

“I have always been very impressed by the Ocado delivery team. They are courteous, polite and apologetic if there have been any problems with the delivery. They are a credit to Ocado.”

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Posted 9 years ago

“Ocado are always helpful and friendly, the produce is nearly always good quality and they are rarely late. I rarely get substitutes and am always very happy with my orders. Their customer service is excellent.”

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Posted 9 years ago

“Great quality food, the deliveries always arrive on time, and the drivers are cheery and courteous”

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Posted 9 years ago

“Terrific service, goods and offers. An extremely pleased customer.”

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Posted 9 years ago

“Very helpful, and love the refund idea on recycle bags”

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Posted 9 years ago

“Very easy to use site. Helpful reminders of previously ordered items extremely useful as aide-memoire. Delivery slots easily available. Prior warning by email of any substitutes gives time to consider before delivery arrives. In my view this is the best around!”

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Posted 9 years ago

“Usually on time, quality products, courteous drivers and few substitutions. No complaints”

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Posted 9 years ago

“We love the whole Ocado shopping experience. The choice of items is vast and I have never searched for an item and not found it. The offers are always excellent value and I have saved a good amount of money by buying them. As for the Delivery Drivers, well I cannot praise them enough. They are courteous, helpful and always cheerful, unlike some of the people who deliver for the supermarket I used to use (5 letters in their name), who used to moan practically all the time. Ocado are a breath of fresh air, please don't change.”

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Posted 9 years ago

Ocado is rated 4.1 based on 2,626 reviews