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

“Gone down hill - review from one of their own star reviewers. I used to rate them good but now things have taken a change for the worse, last few orders have had issues from missing bottles to missing cakes, I ordered a wine advent calendar, 2 bottles were missing, I needed all of them, they refunded a couple of quid but cost me £12 in taxis and £6 to go and buy replacements, I asked them to swap over the advent calendar for complete one but they refused, I asked to collect it and I would buy another, they refused, so stuck well out of pocket, then next order was missing the cake needed for centerpiece of party, I rang to cancel as it was needed, they refused to cancel unless I paid £90, I said its them missing the cake that was needed, customer services them PROMISED as they had the cake in stock it would DEFINATELY be delivered the next day before party, so I excepted the delivery they promised and argument over cake was resolved, then next day when cake was promised for, NO CAKE! this caused another argument as I had trusted Ocado CS and then this resulted in a cancelled party! I now had a ton of unused food, also a now split relationship as argument shifted from being Ocados fault to mine for agreeing to take the cake that then never came! To combine issues and then addinsult to that the driver who took away substitutions never logged the returns so refund for bad substitutions never happened and I had to pursue separately, so error after error, I wasted well over £100 on food due to their incompetence and after asking me what would make me happy they issue me a £10 voucher! £10 is an insult for a lost girlfriend, two major arguments & somewhere between £90-165 worth of shopping and party stuff, A REAL INSULT! have now cancelled account. I feel they have become over reliant on a few awards and are allowing service and customer service to suffer as a result, bad choices for substitutions, no real care for errors, many squashed bits, also when you have 19 bags of shopping its a nightmare to find those unwanted substitutions which they mix with all the other shopping, I wonder if that's done deliberately to discourage returns as its a pain to find stuff, other companies put subs in separate bags so they are easy to return if not wanted. Sad to see, a company decline so much, and I was one of their STAR reviewers as well, do you know how bad a company has slid down hill when someone you give lots of free stuff to cancels their account!!!!!!”

Helpful Report

Posted 6 years ago

Hi Will. We're sorry to hear about this experience, certainly not the service we expect and something that we would like to look into for you. We appreciate you've been in touch already but do feel free to email this to us at ocado@ocado.com, open up a LiveChat on our website or give us a call on 0345 656 1234 so that we can locate your account and feedback about this as we're always looking to improve. - Christian.

Posted 6 years ago

“Gone down hill - review from one of their own star reviewers. I used to rate them good but now things have taken a change for the worse, last few orders have had issues from missing bottles to missing cakes, I ordered a wine advent calendar, 2 bottles were missing, I needed all of them, they refunded a couple of quid but cost me £12 in taxis and £6 to go and buy replacements, I asked them to swap over the advent calendar for complete one but they refused, I asked to collect it and I would buy another, they refused, so stuck well out of pocket, then next order was missing the cake needed for centerpiece of party, I rang to cancel as it was needed, they refused to cancel unless I paid £90, I said its them missing the cake that was needed, customer services them PROMISED as they had the cake in stock it would DEFINATELY be delivered the next day before party, so I excepted the delivery they promised and argument over cake was resolved, then next day when cake was promised for, NO CAKE! this caused another argument as I had trusted Ocado CS and then this resulted in a cancelled party! I now had a ton of unused food, also a now split relationship as argument shifted from being Ocados fault to mine for agreeing to take the cake that then never came! To combine issues and then addinsult to that the driver who took away substitutions never logged the returns so refund for bad substitutions never happened and I had to pursue separately, so error after error, I wasted well over £100 on food due to their incompetence and after asking me what would make me happy they issue me a £10 voucher! £10 is an insult for a lost girlfriend, two major arguments & somewhere between £90-165 worth of shopping and party stuff, A REAL INSULT! have now cancelled account. I feel they have become over reliant on a few awards and are allowing service and customer service to suffer as a result, bad choices for substitutions, no real care for errors, many squashed bits, also when you have 19 bags of shopping its a nightmare to find those unwanted substitutions which they mix with all the other shopping, I wonder if that's done deliberately to discourage returns as its a pain to find stuff, other companies put subs in separate bags so they are easy to return if not wanted. Sad to see, a company decline so much, and I was one of their STAR reviewers as well, do you know how bad a company has slid down hill when someone you give lots of free stuff to cancels their account!!!!!!”

Helpful Report

Posted 6 years ago

Hello Will. We're very sorry to read of your recent poor experience, it's certainly a shame to hear you've now left us and will be shopping elsewhere however, we can understand and respect your choice to do so. We will learn from our mistakes here and hopefully we will be able to offer a better service if you decide to give us a chance to redeem ourselves in the future. - Meg

Posted 6 years ago

“hi Meg thank you for your response, unfortunately your words have no where near sorted anything out about all my complaints I have put forward to Ocado customer services, there has pretty much been a problem with the majority of deliveries I’ve had, and your response seems to be pretty much an automated response saying that isn’t the standards you expect, well unfortunately I have received poor standards of service, poor quality foods, poor customer service. The bugs in the lettuce was just the tip of the iceberg ! I won’t be using Ocado again, A full review will be published in the near future.”

Helpful Report

Posted 6 years ago

“A complete waste of time and money shopping online @ocado. So many times I’ve been let down, Squashed bread, The fresh products aren’t so fresh because the use by dates are a couple of days on most items, bugs in the lettuce, water from leaking van roof made my shopping water logged, drivers always in a rush because of their bad routes, which all the drivers complain about, a general waste of time and money using this bad service, you never see the same driver twice because one driver told me they have a high turn over of staff, definitely will try the new Amazon/Morrison’s pantry selection,”

Helpful Report

Posted 6 years ago

Hi there. We're sorry to hear of your poor experience with our service, it is a shame and is certainly not the standards we expect. We do hope that you contacted us at the time when you've received poor quality / damaged items so that we could help you. We do understand and respect your choice to shop elsewhere and hopefully, we will be able to offer a better service if you decide to give us a chance to redeem ourselves in the future. - Meg

Posted 6 years ago

“The Driver was unhelpful and miserable! We had two replacement items, he didn’t give us a chance to say if we wanted them or not. The fresh items delivered has very short dates....not impressed”

Helpful Report

Posted 6 years ago

Hi there Wendy. We're sorry to hear about your recent experience with one of our delivery driver's, this is a shame to hear and certainly isn't how we expect them to be as they're our ambassadors. As for not mentioning the substituted items, this isn't acceptable and we'd like to pass all of this on for you. If you can please give us a call on 0345 656 1234 or pop up on live chat, we can look at passing your comments on. - Meg

Posted 6 years ago

“Switching to Sainsbury's as fed up with Ocado! Couldn't use any of the advertised vouchers, apparently you can only use them if they are sent direct to your email inbox! Ordered a basic Christmas shop on Monday and then added to it over the last couple of days. The delivery arrived last night and NONE of the updated stuff arrived, forcing us to go out shopping at 9pm, the night before a planned Christmas party!! We ordered online because we didn't want to food shop this close to Christmas! Thanks very much Ocado! Here's one customer that won't be using you any more!”

Helpful Report

Posted 6 years ago

Hello Mr Woods. We are sorry to hear of the trouble with your order. All vouchers are account specific so would only work on the account registered to the email address they were sent to. When editing your order, you need to ensure that you fully checkout again to confirm the changes. Once this has been done, you will get a confirmation email to advise the changes have been received and the new total of your order. We are not aware of any technical issues that could have prevented this from happening recently, but if you were to get in touch with our Customer Service Team, we would be more than happy to check this for you. Please, could we ask you to kindly give us a call on 0345 656 1234, or contact us through our Live Chat team and we'd be happy to assist you? -Kelly

Posted 6 years ago

“Huge Christmas shop arrived yesterday - £450+ with no booze included - all the food had pretty much a 2 - 3 date use-by - including crevettes that had been pre-frozen - they had a 1 day use-by. I have been using Ocado since inception - I am so unhappy about this. There is way too much for me to freeze (on top of pre frozen items already) or indeed, to be able to consume in 3 days. Managers response? - thanks for the feedback. He may as well have added the word sucker on end of that sentence. I am done with Ocado. Unbelievable. This has cost me both time and money. And here endeth my long standing relationship with you.”

Helpful Report

Posted 6 years ago

This is a real shame, Meredith. We appreciate how frustrating this must have been, especially so close to Christmas. We will of course pass on your comments to improve on our service in the future. We would like to have this looked into a little future for you, as we'd hate for you to miss out on these items (especially your alcohol)! Please could we ask you to either give us a call on 0345 656 1234, or contact us on our Live Chat service and we'll do what we can. -Megan

Posted 6 years ago

“I am surprised to see so many positive reviews - is the Oxford area warehouse particularly bad? I tried Ocado for a few months because I liked the idea of not having to drive to the shops, but gave up because I needed to go to the shops anyway because there were always items that were either not available or damaged. Yes, you get your money back if the tomatoes are overripe and squashed, but then you still don't have any tomatoes! The final irony was that I was supposed to get a free bottle of champagne for having shopped with them 5 times, but it wasn't available on the day so I didn't get it (got my money back though... :-/ ). Then I got an email from Ocado asking me whether I enjoyed my champagne! They didn't answer my reply... I just tried them again this week because there are a few items that only Ocado sell - big mistake! Because of course today, when delivery is due, they've emailed me to tell me that several of these items aren't available and are being substituted by things I don't want. Yes, I can reject those substitutes and get my money back, but I've still wasted my time ordering things that don't get delivered. If they'd told me earlier I would probably have just cancelled the whole order and gone to Sainsbury's - at least there no-one takes my purchases out of the shopping basket as I'm on the way back to the car.”

Helpful Report

Posted 6 years ago

Hi there Allan. We're so sorry to hear of the poor service you've received. We completely understand the trouble caused when we aren't able to fulfil your order. We do always aim to pick and pack every item you purchase but on rare occasions, we may need to use substitutions for items that are unavailable. We always try to offer alternatives as we wouldn’t want you to go without but appreciate that these might not always match up to what you want/need. It is sad to hear you won't be using us for your grocery shopping but we completely understand and respect your choice to shop elsewhere. Hopefully we can offer a better service if you decide to give us a other chance in the future. - Meg

Posted 6 years ago

“Ordered on line with ocado due to some being heavier and out of stock in waitrose. I arrived 5 mins late due to transport issues and apologised. Driver then dumped the shopping on the ground in the entrance to the complex - flat across a courtyard and up 3 flights! Items broken when dumping it and Ocado’s customer service response was we delivered it! Stick to Waitrose. Quality customer service and polite and helpful drivers!”

Helpful Report

Posted 6 years ago

Hi there Sophie. This was sad to read, we're so sorry for the poor experience you've received recently. We certainly don't expect our drivers to behave this way. To receive some items damaged is unacceptable, especially when this has happened due to the driver not looking after the bags appropriately. If you'd like us to pass on any more comments for you, please do give us a call on 0345 656 1234 or email us at ocado@ocado.com and we'd be happy to help. - Meg

Posted 6 years ago

“Delivery driver keeps blocking my drive.There are double yellow lines ;& I have disabled child.Been told to f-off loads of times.Frightened & upset.Loads of parking in my street...why?”

Helpful Report

Posted 6 years ago

We are sorry to hear you've had this encounter and it is most certainly something we would like to take a look into. Could you please contact our customer service team either by emailing ocado@ocado.com, calling 0345 656 1234 or via our Live Chat service on the website. If you could include a time and location in which this happened, we will be sure to investigate this matter. -Kelly

Posted 6 years ago

“Delivery driver blocks my drive delivering to neighbour,told me to f_off when I asked him to move.Double yellow lines outside my house, disabled child,I had to go out! Plenty of parking in street.Really frightened & upset.”

Helpful Report

Posted 6 years ago

We are sorry to hear you've had this encounter and it is most certainly something we would like to take a look into. Could you please contact our customer service team either by emailing ocado@ocado.com, calling 0345 656 1234 or via our Live Chat service on the website. If you could include a time and location in which this happened, we will be sure to investigate this matter. -Kelly

Posted 6 years ago

“I ordered but ocado didn't deliver. Just send me a message that I need to re-order. When I re-order then they asked me for an extra £30 for the same order. Never use them again”

Helpful Report

Posted 6 years ago

Hi Zigmars. We're sorry to hear about your experience, if the order was cancelled because of our mistake, we should be honouring the original price of the order. Please feel free to call us on 0345 656 1234, email ocado@ocado.com or open up a LiveChat on our website so we can discuss this further. - Tyler

Posted 6 years ago

“Tried to order a toothbrush. Order cancelled, account blocked. If I want the order to be processed I have to provide my bank statement. What an awful practice.”

Helpful Report

Posted 6 years ago

Hi John, we are sorry to hear about the cancellation of your order. As part of our checks on new customers, it seems we have been unable to fully verify your details and would need some additional information in order to re-establish your order. Please feel free to call us on 0345 656 1234, email ocado@ocado.com or open up a LiveChat on our website so we can discuss this further. -Kelly

Posted 6 years ago

“Tried to order a toothbrush. Order cancelled, account blocked. If I want the order to be processed I have to provide my bank statement. What an awful practice.”

Helpful Report

Posted 6 years ago

Hi John, we are sorry to hear about the cancellation of your order. As part of our checks on new customers, it seems we have been unable to fully verify your details and would need some additional information in order to re-establish your order. Please feel free to call us on 0345 656 1234, email ocado@ocado.com or open up a LiveChat on our website so we can discuss this further. -Kelly

Posted 6 years ago

“The driver never showed up and Ocado never tried to contact me (even though they say otherwise), and I have now been charged for my order... I have tried to contact them but they refuse to even refund me or send me a voucher.”

Helpful Report

Posted 6 years ago

We are sorry to hear this! We should always be getting in touch with you regarding issues like these, so please could you either send an email to ocado@ocado.com or open up a Live Chat via the website so that we look into this for you. -Megan

Posted 6 years ago

“Have done my grocery shopping with Tesco and Sainsbury for many years. 99.9% of deliveries are on time - and on the rare occasion it is not, usually due to bad weather, have always had a call from the driver explaining the situation. After being bombarded with advertising from Ocado, decided to give them a try. Delivery due 11.30 to 12.30 didn't arrive and no communication from Ocado, so at 12.45 I rang customer services. After some time I was told that my delivery would arrive probably about 13.30. I cancelled the delivery as I could not wait any longer and had to reorder from Sainsbury for the next day. Delivery went like clockwork as usual. Ocado sent me a £25 voucher to be used with my next order as an apology, which is absolutely no use to me as I have no wish to use them again.”

Helpful Report

Posted 6 years ago

Hello. We're sorry to hear of all that has happened with your first experience using our service, it's disappointing to read. We would always communicate with our customers about any delays so they're up to date and we're sorry on this occasion this wasn't the case. We'd certainly like to look into this a little further to see what went wrong. Would you mind emailing us at ocado@ocado.com, calling 0345 656 1234 or popping up on live chat so we can do so. We do hope we can resolve this for you and you may try us once more however, we do completely understand and respect your choice to shop elsewhere if not. Hopefully we will be able to offer a better service if you decide to give us a chance to redeem ourselves in the future. - Meg

Posted 6 years ago

“Terrible terrible terrible. Won’t refund me for items I did not receive in my shopping because they ‘take photos of the items before delivery’ what a ridiculous system! Where is the tracking from the store to my home though? The delivery driver obviously gave my items to someone else. This does not protect the customer at all. I really do not appreciate being stolen from. I spend £1000 a month on shopping from Ocado quite often. I will now be taking my custom elsewhere and will never be shopping at Ocado ever again. What really infuriates me is ocado commenting underneath reviews saying, ‘please contact our customer services etc...’ obviously I have, hence why I’m leaving a review. It just gives future customers a false idea.Ocado do not help with situations. Here is the proof of their responses. Absolutely no help.”

Helpful Report

Posted 6 years ago

Hi there. We're sorry to hear of all that's happened in your most recent order and for the trouble this has caused you. We certainly don't want our customer's without there groceries, if there has been a mix up with your driver delivering then we'd certainly like to resolve this for you. Please can you kindly DM us your email address & postcode so we can take a further look for you? We do also understand and respect your choice to shop elsewhere and hopefully we will be able to offer a better service if you decide to give us a chance to redeem ourselves in the future. - Meg

Posted 6 years ago

“Deliveries late, badly packed food, short dates on food compared to others. Customer service a shadow of the earlier years. Would not recommend at all.”

Helpful Report

Posted 6 years ago

We're sorry that you have experienced these issues in recent times. please contact us on ocado@ocado.com, call us on 0345 656 1234 or open up a LiveChat on our app or website so we can show you how we are addressing each issue to improve going forward. - Tyler

Posted 6 years ago

“Terrible service, Steal customers money. Don’t deliver items and then won’t refund. Terrible flaw.”

Helpful Report

Posted 6 years ago

We certainly wouldn't want you to be charged for items that you didn't receive so Could you please contact us on ocado@ocado.com, call us on 0345 656 1234 or open up a LiveChat on our app or website so we can have a further look?- Tyler

Posted 6 years ago

“Terrible. Will not refund missing items from my delivery because they ‘photograph before loading’ well obviously my bags were given to someone else! Theives! They have lost me as a customer who payed £1000 per month!”

Helpful Report

Posted 6 years ago

We're very sorry to hear that Louise. Could you please contact us on ocado@ocado.com, call us on 0345 656 1234 or open up a LiveChat on our app or website so we can have a further look - Tyler

Posted 6 years ago

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

Ocado Reviews