Name: Ocado
Address: 3 Bishop Square, Hatfield
Rating: 4.05

“Ordered my first shop and got 30% off. Had free delivery by 7:30am on a Sunday. No substitutions either. Very pleased so far ! :)”

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Posted 6 years ago

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

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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.”

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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.”

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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

“Excellent offers and great service. I am moving to N Ireland shortly and have had my last delivery from Ocado, I cannot tell you how disappointed I am, I will miss this retailer so much.”

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Posted 6 years ago

“Out of two deliveries I had one they ended up with a broken van, and apparently they only have one van, then they had to deliver twice because somehow the replacement has no freezer, then they charged me extra for items they didn't deliver, then they disconnect from chat after leaving me to wait an eternity...”

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Posted 6 years ago

Hello. We're sorry to hear this, when we're unable to deliver, we do offer a re-delivery but are unable to guarantee the temperature of your frozen items. We would like to ensure you haven't been charged for any items you didn't receive, so 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

“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.”

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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

“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!”

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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 :)”

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Posted 6 years ago

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

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Posted 6 years ago

“Great customer service and excellent service”

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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! *****”

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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.”

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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.”

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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”

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Posted 6 years ago

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

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Posted 6 years ago

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

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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.”

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Posted 6 years ago

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

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Posted 6 years ago

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

Ocado Reviews