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

Write Your review

Tell us how Ocado made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

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

“Easy to order from, loads of choice and delivered on time. Everything we ordered was as expected or even better. Fresh produce came nice and fresh, and we loved the wild sockeye salmon very much. Also Dover sole was wonderful to eat and the chicken was a winner too. In short: we are convinced...we will use Ocado again and try out new things and reorder the ones we had!”

Helpful Report

Posted 6 years ago

“First time order, was a big order so i saved 30% on my whole grocery order, everything was there, orderd for next day and was on time, delivery driver Adam was very polite, explained everything on recipt, also got refund on bags i didnt want :)”

Helpful Report

Posted 6 years ago

“Great choice of product online including organic products. Great communication. Timely delivery.”

Helpful Report

Posted 6 years ago

“Great customer service and excellent service”

Helpful Report

Posted 6 years ago

“Ordered my first shop a couple of days ago for delivery today, emails came through detailed and didn't receive a single substitution (amazing considering it was a 100% vegan order). It did arrive an hour early, but wasn't an issue for me and my driver was lovely. Definitely recommend, such an amazing array of products and suddenly feel like I have such a bigger range of vegan meals I can eat! Also used a voucher which brought my order down from £115 to £70! *****”

Helpful Report

Posted 6 years ago

“Received my produce within time frame allocated, all the products were present and with plenty of by date. Website was made very easy with products out of stock showing before you even purchase them, so you do not have the situation of ordering things you really need and then being left out without even realising.”

Helpful Report

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

“Fabulous service and great quality friendly and prompt delivery drivers.”

Helpful Report

Posted 6 years ago

“Wonderful service, I wish I had the customer services representative name! Thank you Ocado team for another good experience!”

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

“They always deliver on the time, kind and helpful drivers, really good range of products! And thanks for the vouchers!:)”

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

“Always deliver on time, drivers alway very courteous and helpful. Hardly any substitutions, amazing range of products, reasonably priced.”

Helpful Report

Posted 6 years ago

“the driver was amazing he reversed over my lawn, ran over the cats tail that jumped into the air and landed on granny. Granny coughed her false teeth out.”

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

“Friendly drivers, have been on time every week except one when they called to let me know they were running late. Excellent range of products, substitutions happen only rarely. Would recommend!”

Helpful Report

Posted 6 years ago

“Not very clear information about delivery charges it also states that if you hand you carrier bags back you ill be refunded so they can be reused This did not happen . Dont agree with the use of single use carrier bags so will be looking at other retailers Also a lot of product were out of stock. Food is good uality but service issues let you down”

Helpful Report

Posted 6 years ago

HI Karen. We are sorry to hear about the stock issues when you were shopping with us. Your driver should've deducted the bags that you handed back though, so that we can look into this, please email ocado@ocado.com or speak to us via Live Chat on the website. - Christian.

Posted 6 years ago

“Most of the time the grocery has broken packs. In addition, the driver came one hour earlier pretending that it was the right slot. He complained about no one answering. Of course! our slot was starting at 8:30pm , not at 7:30pm.”

Helpful Report

Posted 6 years ago

Our apologies, this shouldn't have happened and we're sorry it did. We'd like to get this looked into for you to ensure issues like this do not happen again. Please email ocado@ocado.com or speak to us via Live Chat on the website. - Sam.

Posted 6 years ago

“My first time ordering and no complaints. Easy process, a wide range of vegan choices, fast response to an email query I had, was delivered when it was due, all items were there, frozen food was kept very frozen. I am very pleased with the service so far and I will use again.”

Helpful Report

Posted 6 years ago

Ocado is rated 4.1 based on 2,626 reviews