Page 20 of 23 for Ocado 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

“Really poor service all round and very disappointing. On top of this, now that I want to close my account, they are making it extremely difficult. I emailed them to request this but they said I would have to talk over the phone or on web chat to do this. I then replied saying I would be happy to do this and requested further information on the procedure. They then replied ad repeated the exact same email from before with no information about the web chat. So they apparently want me to call them and pay more money to cancel? Terrible company. Don’t shop here.”

Helpful Report

Posted 6 years ago

“Some bad drivers - come early, don't knock, call, and if you don't answer the phone call, they leave. Missed delivery. Poor customer service via phone.”

Helpful Report

Posted 6 years ago

“Decided to give Ocado ago as my friends have recommended I try. I did use it three years ago but have sinced used either Sainsbury or Waitrose. Delivery was booked between 6pm and 7pm on Friday. Had to ring at 7.20 to be told driver would not be with me for another half an hour or so. Received no communication from the driver. Have only been offered by delivery cost back, which is poor as my evening was ruined as we were forced to eat late and did not enjoy my meal. Customer services say that the drivers do not have handsfree, which in this day and age is ridiculous. Poor service, will not try again and will not hesitate to let all know not to use.”

Helpful Report

Posted 6 years ago

Hi Jenny, we're sorry that we let you down on your recent delivery. Although it is true that our drivers don't have handsfree devices, they are instructed to call their customers when they stop, to give notification if they've been delayed so we're sorry that your driver didn't contact you. Our Customer Service team would have relayed this to our Delivery team to ensure that your driver was spoken to in regards to this as you shouldn't have to chase up your own delivery. We're sorry this had such an impact on the rest of your evening and hope at least that you were happy with the items in your shopping. -Taylor

Posted 6 years ago

“DO NOT RELY ON THIS COMPANY TO DELIVER YOUR FOOD ON TIME! Or even at all! What you are saving in money (which isn’t much) you loose in customer service and reliability!!! I never write reviews online but I really feel people should know this company relies highly on computer systems which the customer service staff are unable to adjust or access. So if their is an error with your order online you will not receive your food at your delivered time. It is a highly unreliable system. I made an order on Thursday for Saturday 6am and the order was cancelled at 11pm on Saturday night. I called the call Center on Saturday night. They were completely unable to help, and reported a manager could call me at 10am the next day (4 HOURS AFTER MY ORDER WAS MEANT TO BE DELIVERED) as he was too busy to speak to me at the time. They could not do anything on the phone to rectify the problem as they report they work entirely with computer systems which they can not access or alter. I was left having to do a huge grocery shop at 8am prior to having a large family gathering because of this companies incompetence.”

Helpful Report

Posted 6 years ago

Hi Amy, thank you for writing your review. We're so sorry to hear about your experience and it's not at all what we expect of our service. We apologise that our advisor was unable to resolve your problem over the phone. If you haven't already chosen for that callback, please feel free to either give us a call once more or to email us at ocado@ocado.com so that we can look into this further for you. - Christian.

Posted 6 years ago

“Awful customer service, awful payment pre authorization protocol I mean are Ocado a hotel or a supermarket? We had a shop booked for delivery and the delivery didnt turn up. I then found an email from late the night before the shop was due telling me my shop would not be delevered approximatly 12 hours later as my bank had not let Ocado pre authorise £100 the day before the shop was due! In the past I had used a credit card for Ocado and recently swapped the payment method to two registered debit cards, one of the debit cards is used specificly for grocery shopping and online purchases, i noticed the balnce was low and transfered in somefunds about 10pm the night before the ocado shop was due and thought no more of it only to fast forward 12 hours to find out oh no my shop has been cancelled because I did not pay for it the day before it was due! No other grocery company does this to the best of my knowledge as standard practice as what if adverse weather occured on the delivery day and Ocado have your money but you have no shopping you would have to wait for a refund... I spoke to three members of staff at Ocado all implied this was my problem and my fault, I asked what they were going to do to help me as the shop was for a familly birthday my wifes 40th birthday and I informed customer services I was currently recovering from surgery after an accident and had limited mobility and as the only driver in the familly could not just pop out and go to a supermarket, they didnt care and there attitude in my opinion was north south divide they seem to treat southern customers completly different to northern customers as my mother who lives in London had the same problem yet she received a phonecall telling her her payment card was declined and she provided alternative details and had her shop delivered... 1.why did nobody call us and say please provide an alternative card 2. Why did ocado not default to the next registered debit card and use that as a payment method? 3. Why are Ocado allowed to charge you for groceries the day before they deliver 4. In my opinion NEVER shop with Ocado as they are not customer focussed they are Ocado Focussed.”

Helpful Report

Posted 6 years ago

Hi Adam. Thanks for taking the time to leave us with your review, we are sorry to hear about your trouble. At Ocado, we always take payment for your shopping after it's been delivered. As the order is processed we may pre-authorise an estimated amount of your order including a little extra for bags and priced per weight items. Should your bank deny this pre authorisation, your order will be automatically cancelled, this is the same for all customers. Should your order be cancelled, you would need to re book the order. Should you have any trouble in doing so, we would always be more than happy to help. In regards to your questions; the cancellation is automatically done by the system. We would never take payment from another card automatically without your permission. You are not charged for your order before it is delivered, you are charged once the delivery is made. You are more than welcome to read about our payment process in our Terms and Conditions. Alternatively, give us a call on 0345 656 1234 and we will be happy to assist you further. - Victoria

Posted 6 years ago

“Never ever order from Ocado. I have never had a problem free order. It is Holy Thursday I have 17 people coming to lunch tomorrow. I was told this afternoon that my order was running 2 and 1/2 hours late. I have just received a phone call from the driver who is now not going to deliver my order. There is no delivery slot for tomorrow morning! They are cancelling my order. I have called your call line and was then spoken to very rudely by your representative, Bob who hung up on my husband when he got cross with about rude he was being. Your customer service is appalling. Your service generally is appalling. I will never use you again and will be publicising my dissatisfaction as widely as I can. P.S I put 1 star because I had to”

Helpful Report

Posted 6 years ago

We are very sorry to hear this Elizabeth, we can certainly appreciate the disappointment caused especially due to the circumstances you have outlined. It's disappointing to learn of your trouble with one of our advisors, and this is something we can look further into. Please kindly email us at ocado@ocado.com, or even call again at 0345 656 1234 so that we can look into this for you. - Anna

Posted 6 years ago

“Had a delivery driver who had a very aggressive attitude towards us sorry to say but looks like you need to be on top off things Will never ever use Ocado again They just racist drivers”

Helpful Report

Posted 6 years ago

This is very concerning, George. We'd like to investigate this further so please do send us an email to ocado@ocado.com including this review so that we can assist you further and include as much information as possible. - Christian

Posted 6 years ago

“Not for the first time, an Ocado delivery van LK67OPA has woken us up early (for us) in the morning. Leaving their engine running whilst parked outside our next door neighbours house for nearly 15 minutes before 7.00 am, is out of order. Last time we had to complain, the driver also left his radio on, blasting out some terrible noise.”

Helpful Report

Posted 6 years ago

Hi Mike. We are sorry to hear that you have had some inconvenience with our driver, I hope that you have made us aware of this so that we can report the feedback to our Driving Team! Our staff are well trained in their job and we would expect for them to be polite and considerate of neighbours when making their deliveries. Please do send us an email to ocado@ocado.com including this review so that we can assist you further. -Christian

Posted 6 years ago

“This service is unacceptable.... I cancelled my order within the timescale by removing items from my basket and checked out, this stated that it was editing my order. I then checked the app and it stated that there were no deliveries scheduled hence thinking it had been successfully cancelled.... how wrong was I. I woke to a text from Ocado telling me my order would be delivered. After 2 phone calls and an email to customer services I received a call from a manager insisting that nothing could be done. I must take the perishable items or still be charged, even though in my view I had cancelled everything. Terrible service, very unfair. I WILL NOT ever use them again and will tell everyone I see about this poor service.”

Helpful Report

Posted 6 years ago

We apologise for the disappointment caused Lucy, emptying your basket won't cancel your order as when you're making changes you need to checkout to confirm changes you make, and it's not possible to checkout an empty basket. We'll pass your feedback on to the relevant team so hopefully make this more clear.

Posted 6 years ago

“Very poor quality and customer service lately - Ocado used to be a class act. Not any more. Fresh fruit and grocery are often shoved in the freezer section of the home delivery service and as a result spoiled. Last two deliveries I had hairy tomatoes, clearly very, very poor storage back at the warehouse, and the couldn't give a stuff. Had hell of a job getting them to close my account and remove my details due to intransigent staff. \if they cannot even look after tomatoes properly then one wonders what other poorly kept produce has been putting us at risk. Sort of conduct you would expect from Del Boy, not from a company run by fat cat executives. Another British company headed for the can.”

Helpful Report

Posted 6 years ago

Sorry to hear of the issues you've had with us and that it's lead you to close your account, this isn't what we want happening at all and we apologise for the issues you've had shopping with us. If you'd like to speak to us any further in regards to this, please email ocado@ocado.com, call 0345 656 1234. Facebook or Tweet us.

Posted 6 years ago

“Goods are ok, although fruit and veg often damaged , but customer services are truly appalling: I will never shop with them again: really poorly trained and rude staff who would not follow up on what I asked for and were very rude to me . Use a different shop .”

Helpful Report

Posted 6 years ago

Hi Jane. We are sorry to hear that you have had some trouble with your delivery and that your fruit is often bruised, I hope that you have made us aware of this so that we can report the damages to the relevant team! Our staff are well trained in their job and we would expect for them to be polite and helpful at all times. Please do send us an email to ocado@ocado.com including this review so that we can assist you further. -Victoria

Posted 6 years ago

“Moronic customer services and a basically redundant service now that most supermarkets deliver directly. Why pay a mark-up and suffer dreadful service. After being a loyal customer i’ll never use Ocado again.”

Helpful Report

Posted 6 years ago

Hi there, we're so sorry to hear that you've had an awful experience with us. This is not what we aim for. Please email us at ocado@ocado.com letting us know what has happened, so we can try and put things right. -Emma

Posted 6 years ago

“Have shopped with Ocado for years spending upwards of £500 per month. Got food poisoning from Ocado - probably Findlater pate BUT Ocado don't want to know. They lie about the details so it's to the food safety agency now and that's £500 a month we'll spend elsewhere and a lot more by everyone else we tell that you can't trust Ocado.”

Helpful Report

Posted 6 years ago

We're sorry this has happened. It's concerning to read and we'd like to speak with you further in regards to this, please email ocado@ocado.com, speak to us via Live Chat on the website or private message us via Twitter or Facebook.

Posted 6 years ago

“Having been a loyal customer for some time, I had a large order cancelled unexpectedly. I only found out because I received an email. If it was my bank or any other reputable organisation where I had been a customer for some time, they would have called me directly. When I rang and asked why, they said it was because of the amount - which was large - and asked for proof of address. Given they had been delivering to my address for over a year I thought they might know this; however, I duly sent it over. However, Ocado could not offer any secure transfer method by which I could send it and refused to accept the password protected scan I sent. Instead they asked me to send an unprotected version via email, therefore asking me to take a risk on the security of my personal and sensitive information, which does not at all fit with the protections offered under the Data Protection Act. After multiple lengthy calls during which all I heard was 'our systems won't allow us to do that' or 'our finance department won't accept that' I am left appalled by the poor quality of their processes and their customer service. A triumph of blindly following poorly constructed processes over common sense and good customer service. Boo hiss, Ocado.”

Helpful Report

Posted 6 years ago

We're sorry this has happened to you. We can appreciate how disappointing this must be, especially when you're a regular customer with us. We'd like to get this looked into further and report this to the relevant teams. Please do email us at ocado@ocado.com or speak to us via Twitter or Facebook so we can assist further. Our apologies again.

Posted 6 years ago

“I've been a customer for the past 7/6 years, however, I've noticed the service has deteriorated over the past few months; deliveries constantly delayed, food items bruised and damaged. Also had my xmas order cancel due to warehousing problems and they couldn't deliver next day. Explained to customer service (spoke to Tunde Williams) who had no clue about customer service and was completely unprofessional. This is the last time I'll use Ocado; back to the normal in-store shopping.”

Helpful Report

Posted 6 years ago

Oh goodness! We are so sorry that you have found this with our service as of late and this is certainly not the standard we would have hoped to provide. Please can you give us a call on 0345 656 1234 or drop us an email at Ocado@Ocado.com detailing your complaint so we can look into this further for you?

Posted 6 years ago

“I've been a customer for the past 7/6 years, however, I've noticed the service has deteriorated over the past few months; deliveries constantly delayed, food items bruised and damaged. Also had my xmas order cancel due to warehousing problems and they couldn't deliver next day. Explained to customer service (spoke to Tunde Williams) who had no clue about customer service and was completely unprofessional. This is the last time I'll use Ocado; back to the normal in-store shopping.”

Helpful Report

Posted 6 years ago

Oh goodness! We are so sorry that you have found this with our service as of late and this is certainly not the standard we would have hoped to provide. Please can you give us a call on 0345 656 1234 or drop us an email at Ocado@Ocado.com detailing your complaint so we can look into this further for you?

Posted 6 years ago

“Ordered some bananas and was sent bananas that were dark green in colour. Emailed Customer Services to help resolve the matter and was given the run around. Appalling customer service. Shopped at Amazon Fresh prior to this and the customer service is a million times better. Ocado has a better range of products compared to Amazon Fresh but the customer service is shockingly bad. Will not be shopping with Ocado again. I've attached a photo of the Ocado Organic 'Class 1' Bananas. I think Ocado should change the classification from to Class 1 to Class inedible.”

Helpful Report

Posted 6 years ago

Oh goodness! We are so sorry to hear this Ashan. Please can you drop us another email to ocado@ocado.com with the subject FAO Ruby D so that we can look into this further for you?-Ruby

Posted 6 years ago

“My delivery was booked between 7:30-8:30pm. I was contacted and told it would be a hour later at 9:30pm. Ocado didn't arrive nor was I contacted again to explain the delay. Delivery was finally attempted at 11:00 pm. Needless to say I was out cold and only realised once I'd received an email. There are far better services available from other stores.”

Helpful Report

Posted 6 years ago

We are very sorry your order was so delayed and there was a lack of communication. This is far from the level of service we would look to provide. Please can you email us at ocado@ocado.com or call us on 0345 656 1234 so we can locate your account and look into this?

Posted 6 years ago

“Very poor stuff being swapped all the time but the thing that did it for me was the stupid drivers they employ. They come in to my property and drive on the grass to turn around instead off staying on the track. This time it had been raining and this time the van got stuck surprise surprise I WILL NEVER USE THEM AGAIN. Made me miss an appointment because the drive way was blocked. He could not even say sorry.”

Helpful Report

Posted 6 years ago

We're sorry to see this James, this is far from what we expect! Please can you email us at ocado@ocado.com or call us on 0345 656 1234 so we can locate your account and look into this?

Posted 6 years ago

“Awful eCommerce and customer service! I put an order yesterday in the morning supposed to arrive today in the afternoon. At 1:40 am this has been cancelled without any pre communication because there where problems with payment. They had one full day to double check the payment details and they have done when I was asleep and had no possibility to reach out. When I called them in the morning after seeing the only email they sent me confirming the cancellation, customer service was unable to help. This is a ridiculous eCommerce, none in 2017 doesn't send a notice email saying there are problems with payments before taking actions, even more when deliveries are never available for the same day. I can only suggest users to use other Food shopping retailers and Ocado to improve their service and to become very professional. I won't buy from them in the future.”

Helpful Report

Posted 6 years ago

Hi Valeria, we're sorry to hear your order was cancelled as the pre-authorisation request sent to your card provider was declined. The reason we don't request this immediately is because you can still edit and increase your order up until your cut-off time. Once this time passes and you can no longer edit your order we'll request the payment is reserved. We emailed you as soon as this failed but we appreciate that at this time it's too late to get a new delivery for the same day. We apologise for the inconvenience caused and we'll pass your feedback on to our Payments team.

Posted 6 years ago