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

“Apparently as an adult female ie a woman I am hate speech. Ocado publicly applauds the erasure of women in public but wants us to support and spend money with them. Not one penny more!”

Helpful Report

Posted 6 years ago

“They forgot women are their predominant customer and that those women don’t have penises”

Helpful Report

Posted 6 years ago

“SCAM SCAM SCAM SCAM SCAM!! Took my money then closed my account, cant get in touch via phone SCAM”

Helpful Report

Posted 6 years ago

We're sorry you feel this way! We would certainly like to have this looked into for you, if you could please either contact us by email on ocado@ocado.com, or call us on 0345 656 1234. -Megan

Posted 6 years ago

“Shocking!!!! I am a new customer and I put an order in. I missed the delivery and got an email at the exact time the driver was at my door saying: As we were unable to deliver your order, this has now been cancelled, and as per our Terms and Conditions you will be charged for an amount equal to the price of perishable items contained in your order. Ocado said they are throwing out carrots, apples, potatoes and other hardy vegetables and charging me for them because I missed the order. This is the most disturbing practice I've ever heard. We did not order meat, there is no possible way these products perished in the minute after I missed the delivery. It is not only poor customer service it is a shockingly wasteful process. This behaviour cannot and should not be supported. This type of practice is beyond lazy. I will ensure others know how wasteful and downright nasty this company is.”

Helpful Report

Posted 6 years ago

Hello. We do apologise for this! If there is no response at your property when your driver arrives, we do send out an email to advise you of the perishable charge. We encourage you to contact us as soon as you can, so we can look into redelivering your order for you instead. If we do not hear from you, sadly you would be charged for the perishable items, as we are unable to resell these. However, these are not thrown away and will be donated to one of our many partners, such as food banks, so that the food does not go to waste. We would certainly like to look further into this for you, so please can we ask you to email us from your registered email address to ocado@ocado.com or call us on 0345 656 123. -Kelly

Posted 6 years ago

“Shocking!!!! I am a new customer and I put an order in. I missed the delivery and got an email at the exact time the driver was at my door saying: As we were unable to deliver your order, this has now been cancelled, and as per our Terms and Conditions you will be charged for an amount equal to the price of perishable items contained in your order. Ocado said they are throwing out carrots, apples, potatoes and other hardy vegetables and charging me for them because I missed the order. This is the most disturbing practice I've ever heard. We did not order meat, there is no possible way these products perished in the minute after I missed the delivery. It is not only poor customer service it is a shockingly wasteful process. This behaviour cannot and should not be supported. This type of practice is beyond lazy. I will ensure others know how wasteful and downright nasty this company is.”

Helpful Report

Posted 6 years ago

We're sorry to hear this, Mark! We would certainly like to look further into this for you. Please can we ask you to email us from your registered email address to ocado@ocado.com or call us on 0345 656 123.

Posted 6 years ago

“your customer service is appalling. Don’t deliver my food shop and then tell me nothing you can do to get it to me. You have lost yourself a customer.”

Helpful Report

Posted 6 years ago

We're sorry to hear you feel this way, we'd like to look into this further so give us a call on 0345 656 1234 or email us at ocado@ocado.com and we will be happy to assist you. - Christian

Posted 6 years ago

“This is service has got to the point where it is unusable. With the parking at my local Waitrose closed I have been using it a lot over the years and placing substantial orders. However the instance of problems is becoming too regular. My last order was delivered but the driver can't remember where he delivered it to. A few orders ago my goods didn't arrive because they were never put on the truck. Customer service is so unapologetic and just want to re order without the slightest concern that it might be inconvenient or that you may have been relying on the items.”

Helpful Report

Posted 6 years ago

We're sorry to hear of your experiences, we'd certainly like to feedback regarding this and any other concerns. We'd kindly ask if you could please give us a call on 0345 656 1234 or email us at ocado@ocado.com and we will be happy to assist. - Christian

Posted 6 years ago

“Registered and ordered for Ocado on Friday for delivery Sunday 10:30 - 11:30am. Received an email at 10:34am stating that they had attempted delivery and to call but failed. Yet, no one had called and no one had knocked. Called customer services straight back in an attempt to get my order. But was met by a customer service representative claiming I was giving her the wrong post code. I explained that I had lived at this address for 3 years and had only just registered on Friday, I offered other forms of information to validate my identity but nothing was good enough. I had hit a 'brick wall' of "It's company policy". It's company policy to be completely unhelpful if your post code does not match what is on the screen. What if there has been a typo? There's no validation step, nothing is pulled from your registered PayPal that you use to pay. Flawed processes, flawed systems and ultimately, a flawed service. I will be recommending that friends, family and colleagues avoid Ocado going forwards.”

Helpful Report

Posted 6 years ago

“Signed up for my first order on Friday with next day delivery, still waiting on Monday. No way of tracking my order online so rang on Sunday. Helpful chap at Fetch who could only say it was still in a warehouse! Did respond by email but when I replied it said it might take 72 hrs to respond - WHY! So Monday I got through on the phone after the third attempt after being cut of twice after 20 mins each. 25 mins to answer to be told by a rather terse lady that my bank had refused the £2 trial charge against my first order. No mention of this anywhere or contacted by Ocado/Fetch to sort out. Dogs now starving! The very worst online delivery experience I have ever known. Wasted so much time trying to get this sorted and no one cares - NEVER AGAIN. If Waitrose is connected to this shambles of a delivery service I would suggest severing any ties as you are aggrivating your hard won customers”

Helpful Report

Posted 6 years ago

“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 7 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 7 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 7 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 7 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 7 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 7 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 7 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 7 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 7 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 7 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 7 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 7 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 7 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 7 years ago