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

“I am such a big Ocado fan- from the ease using the website, to the reliability of what I receive (very rarely items missing), the friendliness and timeliness of the drivers,the ease with which I can provide feedback/ request a refund if items are not fresh/ as expected. I and many people I know are extremely loyal to Ocado. Thank you”

Helpful Report

Posted 9 years ago

“I think my order history speaks volumes as to how much we value Ocado! All through the year, you can see there must be staff doing their utmost to keep up with trends, etc. If ever I have had to contact Customer Services, the assistance is, without a doubt, professional and polite. If I have made contact via email, replies are prompt.”

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Posted 9 years ago

“Generally all drivers very good, polite and on time. I live in a rural location and most drivers can find it, however some get terribly lost and so I wonder if you could have better notes on your Sat Nav system?”

Helpful Report

Posted 9 years ago

Hi there Caroline, it's great to hear how all of our drivers are polite and on time, but we do apologise that we can sometimes have difficulty finding you. Did you know that you can add delivery instructions to your address for your driver to see? If you add any additional information to your address, like instructions on how to get to you, or if there is anything you would like your driver to do upon arrival, you'll be able to add these by going to your account settings and delivery address book. But if you would like some assistance in adding these instructions to your account, please email us at ocado@ocado.com with your username and Reviews.co.uk in the subject. We'll be more than happy to help you with adding better notes on to our system. We hope this helps Caroline and hope you continue to enjoy shopping with us!

Posted 9 years ago

“The only reliable place to do your online groceries shopping”

Helpful Report

Posted 9 years ago

“I have been using Ocado for a number of years and cannot fault there service. Website is extremely easy to use, ample delivery slots to choose from, can always get a delivery the next day if needed. Products always arrive if ordered no substitutions or missing items. Drivers always pleasant and 99% on time. Well done Ocado.”

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Posted 9 years ago

“Always on time, never anything missing or substituted, and lovely free gifts and samples from time to time.”

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Posted 9 years ago

“I don't know quite how I could run my life without Ocado. Visiting a supermarket takes so much time and effort and with the busy life I lead it is wonderful to be able to sit down for a few minutes and do an on-line shop. I love the range of things Ocado now provides.”

Helpful Report

Posted 9 years ago

“Reliable, good customer service. Products have a good shelf life. Some products over priced”

Helpful Report

Posted 9 years ago

Hi there Joanne, we're so happy to hear you're pleased with our good reliable service, and that you're happy with the shelf life of our products. But we are sorry that you've found some prices of our products to be overpriced, this is disappointing to hear as we always try to provide good affordable prices for our customers. We actually compare the total price of the products with a pink ‘£’ symbol in your trolley at the checkout with what you would have paid for in an equivalent order at Tesco.com, including promotions. If we are not cheaper, you will get a money-off voucher for the difference plus a penny. If the total price of the qualifying products in your Ocado shop is less than it would have been at Tesco.com, we shall send you an email informing you of how much cheaper this was. We hope this helps Joanne and hope you continue to enjoy our service!

Posted 9 years ago

“Easy to use,any problems always quickly sorted, great delivery people. Would always recommend to friends and family.”

Helpful Report

Posted 9 years ago

“I love Ocado .You provide a great service and I'm very happy .Wouldn't want to use anyone else .Thank you.”

Helpful Report

Posted 9 years ago

“Customer service is excellent, and the drivers are always friendly Nd helpful-carrying items up the stairs is never a problem (unlike other delivery services we've tried). The quality of items is great, and substitutions are generally appropriate. Where it's not been possible for our order to be delivered due to unforeseen circumstances, we've always been well compensated.”

Helpful Report

Posted 9 years ago

“Great customer service. Great range of products at very competative prices. Fabulous delivery schedules, text message reminders of the delivery on the day and an e-mail with the receipt so you know what is being delivered. If for any reason the driver is delayed, very rare, they telephone to tell you and there are regular updates on the website or app with the delay timing. If substitutions are made, again very rare, they are always sensible. Thoroughly recommend to everyone.”

Helpful Report

Posted 9 years ago

“Consistently reliable service. Substitutions are very rare and the deliveries always on time. The drivers are courteous and helpful. Good range of products and reasonable prices.”

Helpful Report

Posted 9 years ago

“Excellent service and excellent products. Wouldn't shop anywhere else”

Helpful Report

Posted 9 years ago

“A very good service. Could do with more organic food please - more niche suppliers.”

Helpful Report

Posted 9 years ago

Hi there Melissa, we're so pleased to hear that you're happy with our service. We'd love to stock more organic products for you, did you know that we have a product request option on our website? We listen to requests from all our customers, so if you've got an idea of any products you would like to see on our site, just pop in a request to us and we'll be able to see what we can do. The product request option can be found when you search for a product we do not stock, as well as at the bottom of every page on the website. We hope this helps Melissa and we hope you'll begin to see more range in our organic products!

Posted 9 years ago

“Hardly ever have a problem and if I do it is quickly rectified. Vast range of products to choose from but I do tend to stick to the Waitrose ones mainly for food.”

Helpful Report

Posted 9 years ago

“Reliable, friendly, always phone if they are going to be late (rare), very few missing or substituted items - just great.”

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Posted 9 years ago

“Reliable on quality, service and delivery times. The best.”

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Posted 9 years ago

“I have been more than happy with Ocado since Day 1. The service is second to none. My only reservation is the packing and I know you have had problems with this yourselves. When I have to ask for a refund, it is more often than not, because of damage/leakage from items due to incorrect packing. Eg crown cap beers just loose in a plastic bag, expensive wrapping paper in a ro completely flattened, nectarines squashed. Otherwise I am happy and the fact that you offer such a simple system for refunds has kept me loyal to you.”

Helpful Report

Posted 9 years ago

Hi there Roz, we're so pleased that you've been more than happy with our service since Day 1. But we are disappointed to hear that you have had issues with packing, causing some of your items to be damaged and to leak. We're quite surprised about this, as we take great pride and care in our delivery service and always make sure your shopping is delivered in top top condition. We'd love to pass feedback on to our Warehouse Management team so that further training can be issued to our packers if needed. If you can email us at ocado@ocado.com with your username and Reviews.co.uk included in the subject, we'll be able to look into this further for you. We hope this helps Roz and we hope you begin to see an improvement in the packing.

Posted 9 years ago

Hi Roz, thanks for your email., we're sorry that we had a few problems viewing the message, You'll be pleased to hear that we've reported your comments about the packing of your orders with our Management team. Finger crossed you'll see an improve in your future orders. If you do have any problems or questions, please let us know right away and we'll take a look for you. Hope you enjoy the rest of your day.

Posted 9 years ago

“I've shopped on-line with other supermarkets but have found Ocado to be consistently the best. Substitutions are rare and the deliveries are reliably on schedule. I particularly like the "flash" sales where there are certainly bargains to be had.”

Helpful Report

Posted 9 years ago

Ocado is rated 4.1 based on 2,626 reviews