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

“Next to other home shopping deliveries I find Ocado the best. The staff are always polite and helpful. If there have ever been any small issues e.g. broken eggs I have had no problem in being reimbursed. Customer services are very helpful. Great work Ocado, nice to see that customers still matter to someone!”

Helpful Report

Posted 9 years ago

“Ocado provide an absolutely excellent service, from the ease of use of the online purchase system to the grocery delivery. They provide comprehensive stock information so the customer is only very rarely disappointed upon delivery by substitutions or missing items. Lists are date organised and usefully detailed and always accurate. It is not necessary to inspect the costs and special offers on the invoice to see whether discounts are applied, unlike with other retailers I have used. Breakages, leaks and substandard items sometimes happen but Ocado deal with these quickly and accurately and this can be done on line without the need for long telephone discussions. I would highly recommend Ocado from whom I do my 'Waitrose' shopping.”

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Posted 9 years ago

“Excellent service. Always arrives on time and the drivers are really friendly. Any issues are resolved very quickly.”

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Posted 9 years ago

“Excellent service with very fresh produce”

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Posted 9 years ago

“Good reliable service, rarely are there substitutions and the deliveries are always in time. Delivery people are courteous if a little erratic of late.”

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Posted 9 years ago

“I've used Ocado for several years. I'm very happy with them and am now so reliant on the fabulous app on my iPhone that I can't see myself changing to another delivery service.”

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Posted 9 years ago

“We have used them for 5-6 years. In all that time we have had trouble (delayed/canceled delivery/unavailable items) with a total of 2 orders - and the trouble was rectified the same day. All other times, they are on-time, delivered quality products, no quibbles over returns and offered best prices on the market (for same quality goods). Ocado provides the freedom to spend more time on "life" as opposed to running to the shop for a family of 4 - including having groceries delivered on the door as we return back late to an empty fridge from 4 weeks' holiday (after regular shops have closed).”

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Posted 9 years ago

“Ocado is excellent for fresh foods, wisely sourced. Its own range of products is very good too. My only gripe is that it is not as good on some ethnic foods - notably Indian and Middle Eastern/Arab/Turkish foods - as Sainsbury's and Morrison's. Egyptian 'ful' beans, tinned cooked aubergines (imam bayildi), the tastiest falafel, are not to be found there, despite its good range of e.g. Chinese foods.”

Helpful Report

Posted 9 years ago

Hi there Gill, thank you so much for your feedback. We're so pleased that you love our fresh foods and in particular our own range of products too. But we are sorry that you've found we don't have as wide a range of ethnic foods as other supermarkets. Did you know that we have a product request option on our website? We always aim to provide the biggest range of products possible for our customers, and we believe in listening to what you want. So to do this we have introduced a product request option, which can be found when you search for a product that we do not stock, as well as at the very bottom of every page of the site. This information is then forwarded directly to our Trading department so that they can review the request, and consider stocking the product in future. After you've submitted your request, keep checking the website and hopefully you will see your request added to our range. We hope this helps Gill and we hope you continue to enjoy your shopping experience with us!

Posted 9 years ago

“I've been shopping with Ocado for over 10 years. I use them weekly and have a smart pass with I think is good value for money. I steer clear of Ocados own brand produce because is is of poor quality and is not always the cheapest option. However the fruit, veg, dairy and meat produce from Waitrose and other suppliers is usually very fresh and good. Ocado stock so many healthy and free from options at a competitive price that I needn't go elsewhere. Obviously they can't get everything right and some times eggs are broken or fruit is squashed but with no quibble refunds I really can't complain.”

Helpful Report

Posted 9 years ago

We're so pleased that you've been happily using our service for over 10 years Zoe, thank you for being such a loyal customer of ours! But we are sorry to hear that you've found our own brand produce to be poor quality and not always the cheapest option. This is very disappointing to hear as we take great pride in the quality and value of our own brand products. We're also sorry to hear of the occasion when your eggs have been broken and your fruit has been squashed. We'd certainly like to pass feedback on for you regarding these issues, as we value all feedback we receive from our customers to help us see where we can improve. If you can email us at ocado@ocado.com with your username and Reviews.co.uk in the subject, we'll be able to pass feedback on for you. We hope this helps Zoe and hope you enjoy many more years with us!

Posted 9 years ago

“Brilliant service - we have used Ocado for over a decade now and we can't imagine doing our grocery shopping any other way! ... One hour delivery slots, courteous delivery drivers, good quality food, a large range of non-food items, free 'gifts' and 'trial' items regularly, any (very occasional) problems are always remedied quickly and appropriately. What's not to like?!”

Helpful Report

Posted 9 years ago

“I have been ordering from Ocado for years, ever since I was let down dreadfully with my Christmas order by Tesco on-line, where they only delivered 25% of what I ordered and didn't offer any apologies or compensation for the difficulties they caused me. Ocado have always been briiliant. I rarely get substititions and on the very rare occasion a delivery has been late I have always had a phone call from the driver to explain the delay and to advise an ETA. I pay £10.99 monthly for the smart pass service so that I can get deliveries whenever I want without paying the delivery fee (usually twice a week) and I also get an additional 10% off many brands too. On brands pricing is matched (or lower) than Tesco and Asda and otherwise I know I am getting Waitrose quality for fresh fruit, vegetables and meat etc. Ocado truly is a brand to trust and I recommend them to everyone I can whenever the subject of home food delivery comes up!”

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Posted 9 years ago

“Prices very competitive versus other high street chains. Drivers always arrive in the time slot specified, rarely out of stock on the website and even more rare to get a substitution on the day. No problem to get refunds if anything is accidentally damaged in transit (again rare) worth every penny in my opinion!”

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Posted 9 years ago

“I love Ocado. The ap is brilliant and it saves me loads of time. Mostly the fresh produce is of good quality, and there is a good range of products. I have an annual pass and it works out as being very good value.”

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Posted 9 years ago

“Courteous delivery people, good quality products and easy to return unwanted items.”

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Posted 9 years ago

“Deliveries usually bang on time. Occasional queries with items ordered sorted out quickly. Polite, courteous and helpful staff.”

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Posted 9 years ago

“I use Ocado because they are reliable. They 99% of the time have what I have ordered without substitutions, they are on time in a 1 hour slot, the delivery people are polite and helpful, and the prices are good. They have a very wide range of products, I can order for my dog from FETCH to come with the order. All in all, a great service.”

Helpful Report

Posted 9 years ago

“Always on time, with a wide range of goods, well priced. When delivered the items are well packed and if not any issues dealt with promptly. There are rarely substitutions but if there are, they are wholly appropriate and sensible.”

Helpful Report

Posted 9 years ago

“I like the one hour time slots, drivers usually on time and good selection of food. The only disappointment is the packing of bags, I frequently get squashed and damaged items due to poor packing, also packers need to check dates for fresh produce aren't too short.”

Helpful Report

Posted 9 years ago

“The freezer bags personally need to be given to the customer so they are reminded that they have bought frozen food. They never do. I have been caught out by this.”

Helpful Report

Posted 9 years ago

Gosh we're really sorry that your freezer bags haven't been given to you in the past and you've been caught without your frozen items Morwenna. This is very disappointing to hear as we expect our drivers to deliver all of your shopping with the colour coded bags. We've colour coded our bags to make it easier for customers to know which are the ambient, chilled and frozen products. This is to help make it easier to know which items are in which bag and to hopefully make it make it easier and less stressful putting your shopping away. It's concerning this hasn't been the case for you Morwenna and we'd love to look into this further for you. Please can you email us at ocado@ocado.com with your name, and Reviews.co.uk included in the subject. We hope this helps Morwenna and we look forward to hearing from you soon.

Posted 9 years ago

“I have been shopping with Ocado for a number of years now and most of the time the service is excellent. My mine gripe is usually with the packing. This week I had dog food pouches squashed with a box of beer on top and my yoghurts in the bag with raw chicken. I think if eggs, milk, yoghurts etc could have something to store them in as you do with bottles this would help.”

Helpful Report

Posted 9 years ago

Hi there Josie, we’re really sorry to hear that you’ve had a few issues with the packing of your shopping. Goodness having beer squashing your dog food pouches certainly isn’t the way we expect your shopping to be packed. We can appreciate what an inconvenience this must have been for you. Regarding your yoghurts packed with raw chicken, we have investigated the heat-sealing process for raw meat and fish products, and have found that it has been extensively developed, improving the safety and resilience of the packaging. We are now confident that it provides an acceptable barrier from other foodstuffs, and therefore we can safely pack these products within the same carrier bag as ready-to-eat products. But of course we do appreciate that not everyone is comfortable with raw meat being packed in the same bag, so please could you email us at ocado@ocado.com, with the subject including your name and Reviews.co.uk. We’ll then be able to pass feedback on to the relevant departments regarding the chicken and the packing of your shopping, as we are always looking for ways to improve our service. We hope this helps Josie and we look forward to hearing from you soon.

Posted 9 years ago

Ocado is rated 4.1 based on 2,626 reviews