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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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

“You’re just awful plan and simple! The fact I was told they could not deliver 15 minuets before the delivery time is just a joke. I will never use yourselves again! That’s a promise”

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Posted 5 years ago

“I love ocado great service xx”

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Posted 5 years ago

“Exceptionally poor service. Misleading promotions with terms and conditions hidden at the bottom, they forgot to take payment so the bank blocked my husband's card - good job he had another on him. They just argued the whole time on both points. The driver doesn't come when they are supposed to either. I will just use Sainsburys or Waitrose.”

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Posted 5 years ago

“Disappointingly very poor customer service. Did not deliver groceries and yet still took money from my bank account and even sent message to my online account that it had delivered that day! When I sent email to customer services to say that I had not in fact received any delivery, they said it would be looked into, but never heard back from them. Waited for 1 week and wrote back to them to complain - they said they would refund the money that was taken from my bank, which took nearly another week to reach my account. Would not recommend using this service again.”

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Posted 5 years ago

“We've used Ocado for our weekly shop for years but won't be doing that ever again after learning of their plans to build a distribution depot right next door to local primary school and park. They even tried to sneak planning application through over Christmas when they thought nobody was looking. "Our goal is to become the UK's most environmentally-friendly supermarket". Yeah right. Don't believe their green-washing nonsense.”

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Posted 5 years ago

“I booked a slot for today between 8.30pm to 9.30pm. I received an email around 8.40pm to tell me that the driver was not able to deliver me. It's the second time in 1 month I have the same problem. I was home, the driver did not ring on the belt, not call me and probably not come!! When I call the customer services 5 minutes later I received the email, the first person tell me that the driver already back and will be not able to back in my place ..... wouahhhh I understand now I did not received it ...it's raining today and the driver back home early waouhhhh! She ask me if the driver call me and if my door is black ...as I tell her my he not called me and if he see a black door it's because he probably never come in my place ...any way The only solution she suggest me have the delivery tomorrow between 9 and 12 in the morning and was surprise when I said ...no I'm working at this time... I ask to speak for the manager, the manager confirm to me that the driver already back ...great to know that because it was 9pm ...so 30 min before the end of my slot ...I guess the driver back early because it was raining))) Any way ... It's the second time for 1 month ...the delivery service is more and more bad and the manager of the customer service tell me that I don't need to write a coment about that in the social media because he also the manager for the social media of ocado wouahhh that great for customers paid for servuces they do not have.... wouahhhh..any way ...I would like don't give star but the minimum is 1 star ...”

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Posted 5 years ago

“Ocado always sends my items as if i had picked them out. Sell by dates are within good time. The quality is excellent. The customer service team are amazing! Thank you for finding me a Christmas delivery date on the phone when I went into panic mode. I was just ready to click the buy! but I was so long I lost my slot and they had no more before Christmas! I just love Ocado tried all the rest now sticking to the best! Delivery is always perfect with very helpful drivers.”

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Posted 5 years ago

“YOUR DRIVERS ARE ALMOST WITHOUT EXCEPTION JUST LOVELY......... POLITE CONSIDERATE AND JUST REALLY NICE PEOPLE! DELIVERIES ARE ALMOST ALWAYS AS ORDERED. TELEPHONE HELP HAS ALWAYS BEEN AMAZING...BUT THIS WEEK I THINK I MAY HAVE DRIVEN ONE YOUNG MAN TO NEAR DISTRACTION AS I FIND YOUR WEBSITE DIFFICULT. I ADMIT I AM NOT GREAT ON A COMPUTER BUT I COPE IN ALL NORMAL WAYS WITH MY COMPUTER..BUT YOUR WEBSITE IS HARD TO COPE WITH IF ONE WISHES TO DO ANYTHING UNUSUAL. YOUR TRAINERS SHOULD IMPRESS UPON HELP STAFF THAT THERE ARE THOSE OF US WHO DO FIND IT HARD TO NEGOTIATE SCREENS. WE ARE NOT NECESSARILY STUPID OR IN DECLINE....WE WERE BORN AFTER COMPUTERS WERE INVENTED AND HAVE TO WORK HARD AT IT. WE ALL HAVE DIFFERING SKILLS...ASK THEM IF THEY HAVE REMOVED AN APPENDIX RECENTLY(REALLY SIMPLE....TO A SURGEON)...INDEED COULD THEY? THAT'S NOT BECAUSE THEY ARE STUPID...THEY NEED TO BE TAUGHT! I nearly rang off but needed help, was little wiser when he had finished silently fuming(it is possible to hear silent fuming!!!) He was not overtly rude just lacked any empathy with my struggles, it was a feeling of knife edge whether he might explode with irritation...which in itself causes one to panic and not take in the explanation and was humourless...maybe he had had a really bad day! Ahh well!”

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Posted 5 years ago

“Great service. Delivery on time. Polite driver. No quibbles over refunds.”

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Posted 5 years ago

“Half my delivery didn’t arrive after a rude man threw bags in my back door. Customer service offfered 3 hour slot for redelivery next day & £20 off next shop. Never shop with this company again as no compensation for all the inconvenience & stress from their mistakes.”

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Posted 5 years ago

“I have been let down and messed around too many times by Ocado to continue using their service. Food has turned up a full two days late on occasion and today the driver phoned to say he has my food but has finished his shift so he's taking it back to the depot. I had to call customer service who couldn't do anything for me. I have people coming for dinner today and tomorrow and I had taken an hour off lunch to receive the delivery. It is beyond inconvenient and incompetent.”

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Posted 5 years ago

“I booked my Christmas slot when they were first released. I made an order which I edited twice this week. I checked out (definitely!) but had an email saying a needed to check out. As soon as I received that email I went back and checked out but Ocado are delivering my original Christmas order. Our circumstances have changed since I made the first order which is why I edited it this week. Customer services were unable to help and suggested I just send back what I don't need. But this still leaves me with the problem that I now have 2 days before Christmas in which to do my Christmas shopping. There seems to be a problem with the online processing here. What's worse, is that if Ocado are delivering my original order which they have had for weeks and weeks, how come there are substitutes carrots (at nearly double the price) and apparently they don't have any butter at all as that was just missing, not substituted. I'm so annoyed about this. I carefully planned all my Christmas shopping fully expecting that after the delivery of my order this evening I would be 100% finished for Christmas. Instead, I have been out to the supermarket where there is no parking left, and the shelves are emptying pretty fast. To be fair to Ocado they have refunded the difference in the carrots I ordered and the ones I have been allocated. But still no sunstitution for the butter? I have lost faith in Ocado now, and I don't find them reliable as I once did. I asked for my smart pass to be cancelled and told Customer Services I'll be reverting back to Tesco. As a gesture of goodwill (?) they sent me a five pound voucher off my next shop with Ocado. Cheeky? Or just plain rude? Anyway, it makes me think they won't miss my custom. I have the unenviable job later, of sifting through all the bags of shopping on the doorstep, from Ocado returning all the things that were not supposed to be delivered to me.”

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Posted 5 years ago

“Never used ocado but that doesn't stop them knocking on your door at stupid times on a Sunday morning, despite him driving into a signed residential street, he's not even delivering to.”

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Posted 5 years ago

“I do not get how you are a delivery service and I Can not get my delivery on time !! This is the fourth attempt at getting my order delivered from Ocado . They keep cancelling my order and blaming it on “roadworks”. I have had to now order from Tesco and they got to my apartment just fine and on time! DO NOT ORDER FROM THEM , they will waste your time . I will happily order from Tesco from now on as it’s cheaper and they actually deliver !”

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Posted 5 years ago

“Well what can I say...Ocado is amazing. After about 6 tears of being with Ocado, we decided to try Waitrose home delivery because we like the food and with them leaving Ocado next year we thought we’d give it a go. Big mistake. Their service is no where near the service we receive from Ocado. So I’m happy to say we have come back to Ocado and will not be leaving anytime soon! Keep up the excellent work Ocado!”

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Posted 5 years ago

“Absolutely the worst service possible. I have booked me delivery for Friday morning between 6:30-7:30am. The driver called me saying he is in front of my door. I went to open the door, but the driver wasn’t there, so obviously he got into a wrong address. After contacting ocado customer service, who was extremely arrogant and unhelpful, they have tried to contact the driver but he was nowhere near my address, so he couldn’t deliver for the agreed slot. We have agreed on the evening delivery between 6-9pm, that’s the slot they have offered me. Guess what???ocado didn’t bother to turn up....so they have cancelled my order. Very disappointing experience!”

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Posted 5 years ago

Helpful Report

Posted 5 years ago

“My order was cancelled at the last minute with no explanation. I then reordered for another day. During my slot had a missed call and called back but no answer. The driver cancelled my order and I have now been charged £80 for perishables. I called customer services and they have advised that it’s too bad!”

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Posted 5 years ago

“I got delivery on 11 the Nov . Strawberry and raspberry both were mold. I took pictures and wrote letters to ocado customer service. But they said they can not find my ordered and delivery record. Simply just ignored me. The pictures I sent to them show Ocado package cover with experid date and mold full of Berries.”

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Posted 5 years ago

“After years with Tesco, I swapped. Never late, never items missing, never poor quality and always delivered with a smile.”

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Posted 5 years ago

Ocado is rated 4.1 based on 2,634 reviews