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

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

Helpful Report

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.”

Helpful Report

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.”

Helpful Report

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 !”

Helpful Report

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!”

Helpful Report

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!”

Helpful Report

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!”

Helpful Report

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

“Terrible Service! Ordered for the first time. On arrival the driver informed us all of our fridge items have not been put on the van. Driver did not apologise and just shrugged his shoulders and said he would have to refund us the items not there, about a quarter of our entire order. I said that wasn't good enough because we needed these items. Told the driver i would make a complaint, to which he responded 'do what you like' and walked off whilst still talking to him. Driver was rude and confrontational. Will now have to go shopping to buy all the missing items from someone else. Completely defeats the point of having our shopping delivered in first place. Will not be using ever again!”

Helpful Report

Posted 5 years ago

“My shopping was supposed to arrive from 7.30 to 8.30pm, now it's 10.10pm and I'm still waiting. Hopefully nothing will defrost in the meantime, during transport. I won't use ocado anymore.”

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Posted 5 years ago

“This is more about the way your drivers drive I have just been followed some 3 or 4miles and the driver was nearly in my boot most of Time when he did hang back he would then come flying up behind me very intimidating”

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Posted 5 years ago

“I've been a customer for 5 months ordering from Ocado every week until today. I came back home early from work to pick up the delivery in 7-8 PM delivery slot. To my surprise at 7.03 PM I received an email saying that I missed the delivery, completely confused tried to call the customer service at 7.04 PM but all lines were busy so I decided to respond to the email asking if it was a mistake or miscommunication since there was definitely no delivery. The customer agent whos name was Jeremy responded with a passive-aggressive email about them calling me 4 times and not being able to reach me or access my building, trying to contact me several times through intercom, etc.. (All in 2 minutes lol). Basically he told me that it was my fault I'm going to be charged for a missed delivery and that I am lying that I was at home. I panicked a bit and went to check with my building concierge if there was anyone waiting but he assured me that no Ocado delivery guy was in or next to the building in the last half an hour. I tried looking for a 'missed delivery card' which they leave in case of missed delivery and provide the time that they were there, but wasn't able to find it anywhere, checked my mailbox, checked with concierge, nothing. Contacted customer support again but they told me that 'it's due to my fault and they followed their procedure, therefore I will be charged' and again accused me of lying that I was at my own home. I asked if we can find a solution but he stopped responding. I tried calling again but was on hold for another 40 minutes. As I understand there was some sort of miscommunication and my delivery for some reason didn't arrive, I am not accusing them of lying, maybe there was an error, maybe the delivery guy entered a wrong flat number and tried to call someone else, it was dark outside. But I contacted you guys to resolve a problem, find a solution and asked for help and all you did was accuse me of lying and told me that I will be charged for the missed delivery and that it was my fault. Why not help me, why would you accuse me of lying? I was just asking for a redelivery. Awful customer service, no champagne bottle or 'free delivery for 3 months' can make up for customer service like that, will never ever use this company I will make sure that none of my friends and family use it.”

Helpful Report

Posted 5 years ago

“Will not be using them again a friend revered me and we was to get £40 off between us and 12 month free delivery I've not received my £20 off and I've only got 3 months delivery free sorry some good things on the sight but no thanks”

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Posted 5 years ago

“I had one of the nicest delivery drivers today. He was so helpful and couldn't tell me enough what ocardo could do for me etc. Lovely man thank you very much. I will definitely be ordering again because of his positive attitude to ocado and helpfulness to me. Thank you Mircea-Andrei, I hope to see you again. I've read some very bad reviews and I'm hoping that the good food and good customer service I got, continues.”

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Posted 5 years ago

“my first order and my experience was very good. definitely will continue shopping :)”

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Posted 5 years ago

“The driver’s actions were revolting. Simple. When i got in touch with customer service they literally had nothing to say or show ownership and an appreciation of the disgusting behaviour of the driver their company employs.”

Helpful Report

Posted 5 years ago

Ocado is rated 4.1 based on 2,626 reviews