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

“Have been using ocado for past 18 months and consistently impressed with the service, and the quality of produce, ( my reason for changing from other online supermarket was that their fresh produce arrived in a poor state and had to be thrown away). Love the smart pass, which means I have more frequent , but less costly shops, I use the app in my iPad as an ongoing shopping list and place order when over £40. Drivers are always helpful, polite, and if they want to come early they ask if it is convenient, rather than just telling you they are.”

Helpful Report

Posted 9 years ago

“I would recommend Ocado to anyone who is tired of driving to an out of town supermarket, parking, loading the trolly and probably buying more than you need, then unloading at the checkout and packing into bags. After all that you have to get it back to the car, load it into the car, unload the car when you get home and unpack the bags to put things away. With Ocado all you have to do is place your order online and this can be made easy for you by having regular items in your shopping already in your online basket when you log on. When the shopping arrives at your door, the driver will bring it right into your kitchen if you wish. All you have to do is put your shopping away. My shopping has rarely been late and then I was informed of a justifiable reason. The pain of shopping at Christmas is very much eased too. The occasional damaged item is swiftly refunded. I have no complaints.”

Helpful Report

Posted 9 years ago

“Happy shopping with really friendly staff. Fresh & chilled to our door! Fantastic!”

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Posted 9 years ago

“I have relied on Ocado for my main grocery shopping for about 10 years. I tried all the competitors at the start, and although my earliest experience of Ocado and a missing bag of goods was not brilliant, any more recent mishap has been handled extremely well. The delivery people have consistantly been good, with many been extremely helpful. I am impressed with the ever expanding range of goods, including things generally for the home. The latter cuts down on the amount of packaging that a certain online prime retailer usually includes! I will miss Ocado when I move to the North East later this year, the competitors do not offer the long use by dates, range of products etc.”

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Posted 9 years ago

“We have used Ocado for several years and found it to be reliable, consistent, professional and offering an extensive range of items.”

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Posted 9 years ago

“Have tried others, they are cheaper, but for quality & reliability, Ocado are streets ahead . Their drivers are curtious & helpful. Among their many atributes, if they find any product cheaper elswhere, then they will credit you the difference. Yes. Give them a go, you wont be sorry.”

Helpful Report

Posted 9 years ago

“Excellent customer service always from the minute you put a product in your trolley! Great products, well organised deliveries and if ever you have a problem it's sorted very efficiently!”

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Posted 9 years ago

“Friendly drivers, reliable deliveries, quality products.”

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Posted 9 years ago

“Very polite drivers. Hardly any substitutions. No reason for me buy elsewhere.”

Helpful Report

Posted 9 years ago

“Ocado is generally very good, certainly the best online grocery I have experienced. Their customer care is excellent, for instance always advising the name of the driver before delivery. There are occasional frustrations, eg bruised fruit, spilled cream, but on the whole I rate Ocado very highly. A reduction in the minimum order value would be terrific.”

Helpful Report

Posted 9 years ago

Hey Gerry, we're pleased to hear that you've been enjoying the service overall, but really concerned to hear that you've been receiving damaged and bruised shopping. This is not how we would expect your shopping to arrive and would like to take a further look into this for you, please email ocado@ocado.com with www.reviews.co.uk in the subject.

Posted 9 years ago

Thanks for your email, Gerry. It saddens us to hear that you've received pink lady apples that were bruised. This is not the level of service that we'd expect. We've taken a look and reported back to our Warehouse management team who are looking into to how we can improve this area of the service to say sorry we've sent you a voucher by email to use on your next shop. Hopefully you'll start to see improvements.

Posted 9 years ago

“We tried all the other supermarkets' home delivery services and Ocado was by far the best. Excellent range of products, sensible substitutions and good customer service. Can't fault them!”

Helpful Report

Posted 9 years ago

“I love Ocado! It is easy to use, reliable and generally good value for money. The one hour time slots are great, most of the drivers are courteous and helpful and the colour coded bags make unpacking easier. I have started trying some of the own brand Ocado products which are good and cheaper and we all love the free samples. Over the years I have used Ocado they have continued to expand and improve the service and as a mum of three who works full time, to be able to buy anything from birthday presents to pillows alongside the weekly food shop is a life saver. Lots of my friends ask if the sell by dates are ok, and the answer is yes. Ocado are also brilliant when things don't go right and are quick to refund if goods are not satisfactory quality. I know Ocado strive to improve all the time and that is why I will stay with them. I have tried a couple of other companies but have not found them so efficient. It would be amazing if Ocado could widen there coverage to the South West of the country so I could use them when I am on holiday there!”

Helpful Report

Posted 9 years ago

“What's not to like? There is a superb range of goods available. Time slots cover the whole week and the drivers are unfailingly excellent. They are virtually always on time and substitutions are rare. I'm not sure why anyone goes to the supermarket any more-go Ocado!”

Helpful Report

Posted 9 years ago

“I have shopped on line with Ocado for more than five years on a fairly regular weekly basis. The delivery times are more often than not within the appointed hour, except once when the driver became confused about my address, The choice of products on line is immense. My orders come as ordered with very few substitutes Ocado is very good at choosing excellent delivery drivers.”

Helpful Report

Posted 9 years ago

“Generally efficient, sometimes overpriced (eg method wood floor cleaner 25% more than John Lewis?) but as a family of six the service saves me from spending every day in the supermarket. And occasionally terrible substitutes that I accept under duress because I've no time to get to the supermarket (eg rack of lamb for bake in the bag lamb laced with sugar).”

Helpful Report

Posted 9 years ago

We're pleased that we could make your weekly shopping easier for you as this always our aim. We're always looking to improve the service that we provide and thanks for your suggestion as your comments do matter to us. We'll get these passed on to the relevant teams and keeps our fingers crossed that you'll start to improvement in these areas.

Posted 9 years ago

“Very reliable, friendly staff, prices are competitive with Sainsbury/Tesco/Co-op, and you get a good choice of delivery slots and can put in a night-before order.”

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Posted 9 years ago

“I have been very happy with ocado for many years”

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Posted 9 years ago

“I'd never use any other online supermarket delivery service but Ocado. Their website is a doddle to navigate (even for an oldie like me!) and the checkout process really simple. There are always generous offers and also lots of offers on your favourite items that you've ordered before - Ocado try to tailor them to you. Occasionally I also receive a free gift or sample, and they always send a gift to celebrate the anniversary of your first order. Their products are of the highest quality, including their own brand, and the delivery men and women are a delight - always very friendly and helpful and willing to take your shopping through to the kitchen if desired (my elderly Aunt had a nice young man put her frozen food directly into her freezer once when she was feeling quite frail). All in all, a fantastic service and one which I couldn't do without!”

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Posted 9 years ago

“my only criticism is that the products are put carelessly into bags - and mixed up so that you might get coffee in with cleaning products and sometimes cream or yoghurt tips up and the lids come off. Punctuality is excellent and the drivers are always helpful and cheerful.”

Helpful Report

Posted 9 years ago

Hi Maggy, thanks for leaving a review. We're glad to hear you think we have a 5 star service! It's disappointing to hear about the difficulties with the packing though, cleaning products should never be mixed in with any food stuffs so this is very concerning to hear. We'd be very happy to pass on this feedback to our Warehouse team, if you can email us at ocado@ocado.com, with Reviews.co.uk in the subject, we'll do our best to help.

Posted 9 years ago

“Love the product range (the extensive organic, health-food additions over the past few years). Great offers. The fresh fish counter has also improved immensely. Super friendly delivery people. I am grateful for Ocado every day!”

Helpful Report

Posted 9 years ago

Ocado is rated 4.1 based on 2,626 reviews