Ocado Reviews

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

4.1 Rating 2,634 Reviews

77 %

of reviewers recommend Ocado

Company Reviews

Questions

Metrics

4.1

Based on 2,634 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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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 have been with ocado for over 8yrs and have only ever done my shopping on-line with them and I too feel that they have left their loyal customers by the wayside I know things at present are really difficult and I agree that the elderly and vulnerable should be given priority but something has gone wrong down the line somewhere. So at last I have got a slot after over a month of waiting also I feel they are profiteering from their delivery charges at present I only hope that the workers will get a bonus at the end of this and doesn't go into the chairmans pockets.”

Helpful Report

Posted 5 years ago

“Shocking service.Been with Ocado from when they started, Have been shown no loyalty from them, I know it’s been very hard but long standing customers have been given no care. My driver took away some subs. Didn’t refund me for them and I can’t contact anyone as they have turned off phones and don’t answer emails and can’t get in website”

Helpful Report

Posted 5 years ago

“Shocked and appalled to read these reviews on here. What is happening at the moment no one could have foreseen. The problem here isn't the supermarkets, it isn't stock control it is consumers. Greedy people who buy up everything. Those bulk buying be ashamed, those low starring the supermarkets, be ashamed! I haven't been able to book my usual Ocado slot but I'll get over it. I understand the situation. I will be returning to Ocado once everything returns to normal. I have always had excellent service, great choice of good, lovely drivers and no issues. 10/10 Ocado, keep up the good work!”

Helpful Report

Posted 5 years ago

“I completely understand and get that ocado are trying to deliver groceries to the elderly and most vulnerable as they deserve to be given top priority. What I don't understand, I have been a customer for a while now, I work long hours serving our community and do not have the opportunity to sit and wait for hours in these virtual queues. You have cancelled two of my pre booked delivery slots without any explanation. Last Friday I went to sainsbury after work only to find empty shelves. I am so disappointed Ocado with the way you have treated us, your loyal customers. I will be taking my custom somewhere else.”

Helpful Report

Posted 5 years ago

“Having been a customer for 8 years and having registered a regular delivery slot for Thursdays , I am apalled that not only can I get on the website to edit my shop for tomorrow but on reading they’re paragraph on Covid 19 , regular slits have been lost with no notification to the customer leaving us with no shopping . I have also spoken to people shopping for the 1st time with you that they have their orders when we have a smart pass in which we are paying for a non existent delivery . The least they could have done was notify us . Everyone understands this difficult situation at this time but loyalty has obviously left the building.”

Helpful Report

Posted 5 years ago

“As soon as the virus has gone, so will be any future orders from this shambles of a company, years of loyalty, trashed in a month. Shame on you Ocado, Profit befor People. Revenue over Loyalty. Greedy and rotten to the core.”

Helpful Report

Posted 5 years ago

“According to Ocado's message today I have been added to the priority list to edit Friday's order - have I heck; as soon as I try to log in it says welcome back and kicks me off to the same stupid message that they have no slots for today. Their IT department is just hopeless; only redeeming feature is the friendly drivers - if ever I get to see one gain Ray Sadler”

Helpful Report

Posted 5 years ago

“Have been an Ocado customer for more than a decade. While I understand it's been a difficult time, it's been an absolute nightmare over the past few weeks with ordering, getting slots and deliveries. It's so frustrating to be in an endless queue. Have received confusing messages from them regarding our usual 'reserved' slot and they seem to have no idea what they are doing. Only redeeming feature is that the delivery drivers are still lovely to deal with. I am (and am sure that others are too) looking at other options and once this is over, they may just be a few customers down ...”

Helpful Report

Posted 5 years ago

“I am in utter disbelief how they can plummet from my normal five stars to zero in such a short time. Having shopped with Ocado for many years, I was disappointed that I couldn't place an order repeatedly, despite being a SmartPass customer. Being placed in a virtual queue was archaic, but worse was to come: having been looped through FOUR queues, received a message 'Oops! Something went wrong: please call...' That was the final straw. Add to that, social media was oozing praise, with 'Karen' types openly saying how they were impressed with their FIRST order, and another for BOTH her deliveries within the same week. The same breed then went on to bray like donkeys asking why established customers were disappointed, and to 'be positive'. Well, Karens, I hope you stash of food rots. Ocado, you've failed miserably during a difficult time and your 'high demand' mantra is pathetic. The email received saying 'we'll promise you a link soon' never arrived. Lies. You've abandoned your reliable customer base. I will never use you again, because you treat customers as commodities. No doubt the company will fall further down the ratings as you ditch Waitrose and shack up with M&S. One star is too good a score.”

Helpful Report

Posted 5 years ago

“Hiya My Son was so worried about me not getting the groceries from Supermarkets for me. So he decided to look on Sat 28th March on Ocado and found a slot for yesterday 29th. All my groceries on the list arrived promplty by your friendly driver. Thank you so much. I would have struggled to get my favourite things”

Helpful Report

Posted 5 years ago

“Would rather Ocado were honest and said up front that some customers will simply not get a delivery slot throughout the pandemic - would at least avoid people’s frustration hanging in a queue! Might lose more loyal customers if you don’t start communicating more”

Helpful Report

Posted 5 years ago

“Ocado site still down and unable to amend order for 3 days now”

Helpful Report

Posted 5 years ago

“I have just received my confirmation for next week’s order under Ocado Reserved but it contained the following message - We were unable to reserve the following future orders: Saturday, 18 April 2020: We were unable to reserve a delivery slot for this day. Please visit our website to select an alternative delivery. I accept that this is Easter weekend but having shown loyalty to them for a considerable length of time - to be given this information under the current climate is not the customer service I would expect from Ocado. Lots of people rely on the service and pay for reserved deliveries - these people will now have to rebook slots - if available or venture out against Government advice to do their shopping. Not what I expect from a responsible company. Pull your socks up Ocado and respect your customers.”

Helpful Report

Posted 5 years ago

“Allowed me to purchase delivery pass. Allowed me to do an online shop. NO Delivery slots despite being in endless virtual queues for days on end and wasting 20 hours watching my queue position which all came to nothing. This shop was NOT for me but my registered blind elderly relative so I am VERY unhappy with Ocado. Not good”

Helpful Report

Posted 5 years ago

“I am in a state of complete disbelief as I contemplate the utterly shambolic approach by Ocado to the current crisis. A crisis of unprecedented proportions it is, yes, but Ocado's handling of it and the treatment meted out to loyal customers has been shockingly bad. To cite just one example: Why do you see fit to string your customers along with false statements? Last night the hopelessly inadequate/misleading 'queue' system (it's not a queue, it's a 'fob off') told me that I should come back today (Sunday) between 8 am and 3 pm to edit my order for this Tuesday. A ray of light I foolishly thought to myself, as I hadn't been able to access the website, despite innumerable attempts, over the past week. And what I am I told when I attempt to access the website this morning at 8 am? That the website is still inaccessible and "if you want to edit an order for later this week, please come back on Monday." Specifics now completely absent and absolutely no sign that I will ever be able to edit my order for Tuesday. I haven't even mentioned the blatant profiteering (where have all the offers gone?) in this time of crisis, the fact the customer services team has gone AWOL (don't expect any response via email or online chat)...”

Helpful Report

Posted 5 years ago

“Absolutely agree with negative reviews. I have had good service for years (12 plus) with Ocado, until the current crises.. No loyalty to regular customers & considering they deal only on line, trying to access & order is now non existent. They do not deserve any future customers appalling service when really needed.”

Helpful Report

Posted 5 years ago

“1 star but would have given them zero. For an online retailer, the service is appalling and they’re profiting by cancelling reserved slots and their online service has been offline for nearly 48 hours!”

Helpful Report

Posted 5 years ago

“Ocado you have been amazing in an extraordinary time for us all. You have delivered to me and, more importantly, those who are vulnerable. Your website is spot on, what you read is what you get.”

Helpful Report

Posted 5 years ago

“While understanding the pressures - we need to have clearer information. We need to know if there is any point returning on another day. Waiting and waiting only to find out there are no slots, or to be timed out is time wasted, if in fact we need to find other sources of basic groceries. What I want is the company to be honest and to create a proper waiting list, which would be fairer surely.”

Helpful Report

Posted 5 years ago

“Where is the Duty of Care that other on line grocery delivery services fulfil? A friend, like me in her seventies, vulnerable and without a car, was quickly and easily able to make her on line order with Sainsbury’s yesterday and was given a delivery slot for today. Sainsbury's had her date of birth and had prioritised her. She is so relieved and grateful. Ocado do not prioritise anyone or anything other than their own greed which has led them to this sorry situation. What is wrong with this Company? It doesn’t bother them in the slightest that the elderly and vulnerable who should be remaining in isolation at home are forced to go outside and mingle with others in order to get food to survive. Who cares? They are going to die soon anyway? Ocado you are a disgrace but you will reap what you sow. Note to CEO - why do you not have the dates of birth of your customers - is the answer Greed by any chance?”

Helpful Report

Posted 5 years ago

Ocado is rated 4.1 based on 2,634 reviews