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

“What on earth did your driver think they were doing turning up early and then giving my shopping to a neighbour!! I had a drs appointment and turned up at my house at exactly 3:49. So in time for my 4-5pm slot. As we turned into my cul de sac I noticed an ocado van and driver giving shopping to the neighbours over the road. The neighbours then shouted to me that it was my shopping. I asked the driver who just ignored me and my neighbours told me he had arrived early, not gotten an answer so he had gone around the garden to the back of my house and shouted in the back door. The neighbours had told him we must be in as my sons car was there. He was actually in the shower. But why on earth did the driver think it was acceptable to give my shopping to a neighbour? Why was he so early and why didn’t he just wait until the correct slot had begun or called me? Who would have been liable if any of my shopping was missing? As it was my shopping was a mess from being hauled from the van to the neighbour and then back to my house. He didn’t even ask where to put the bags he simply dumped them on my lawn. I’m disabled so it was lucky other people could help. It’s not acceptable to turn up early and then dump shopping at someone else’s house! I don’t even know their names! When the driver left he was still before my slot! He left at exactly 3:59pm. Service has gone down hill, recently. So many items arrived with short dates or damaged. Packing is done really badly! I do not want bread and toilet cleaner in the same bag. I think I’m going to look for a new online grocery store.”

Helpful Report

Posted 6 years ago

Hello Lisa! We are very sorry to hear about this. The driver is supposed to call you upon arrival should they arrive early, and then wait for you should they receive no response. They are also only permitted to leave your shopping with a neighbour should you expressly ask us to do so. We are very sorry that this had not occurred on this occasion, but we would love to pass this on for you. We can also take a look at the dates of your products to see what has gone wrong. Please Email us on Ocado@Ocado.com, call us on 0345 656 1234 or join the live chat service on our site so we can do this for you. - Mitch

Posted 6 years ago

“I have used Ocado for the best part of a decade, spent thousands with them. Generally I have always been very happy with them, until now... A couple of months ago an Ocado van delivering to another address on our street reversed into our parked car. I witnessed this from our kitchen window and rushed outside, but the driver had driven off at speed. Naturally we called Ocado to complain and get the damage fixed. After 6 weeks of misinformation and constant chasing I received an email from a junior legal clerk to say that (I) an Ocado van could not have caused the damage and (ii) I somehow didn't see what I thought I saw (?!). I literally stood there and watched him do it. They called me a liar. I will never, EVER use Ocado again. For the sake of about £300 of repairs to my vehicle they have chosen to forego the thousands of pounds that I will spend on future grocery orders. I will use Waitrose. I will also tell anyone that listens: friends, family, websites like this, about the absolute contempt that they have treated me with. Disgusted.”

Helpful Report

Posted 6 years ago

Hi Stephen. We're sorry to hear of the damage that has been caused to your Vehicle. As the Customer Service Team of Ocado, this is not something we would be able to assist with. We would advise for any dispute to this claim to be referred back to the Insurance Team who would be able to assist. - Kelly

Posted 6 years ago

“Just started using Ocado a few weeks ago. My delivery last night was running over half an hour late. When I called customer services I was told that the driver was running at least 50 minutes late. I could not wait any longer and agreed for the shopping to be delivered the following morning between 9am and 10am. I received an e-mail a little later from the same customer service rep Remi to confirm this. I replied thanking her and she replied to that. However just after 9am the following morning I received a text message to state my food would be delivered 9am the day after that! I called customer service immediately and was told that although the e-mail stated the time the food would be re-delivered, it didn't actually state the date it would be delivered! I could not believe what I was hearing! Actually trying to get out of appalling service by using the fact the confirmation e-mail did not specify the date despite the phone call the previous evening where it was discussed. Why would I want my groceries you didn’t deliver that night, two days later!! Seriously appalling service. And Ocado please do not write one of your generic insincere replies underneath telling me to get in touch to discuss the matter! I did get in touch! And you just tried to wriggle your way out instead of being honest!”

Helpful Report

Posted 6 years ago

Hi there Cat. We're sorry to hear about this experience. You shouldn't be told one thing from us only to find out this was not the case. Our confirmation emails should always have both the time and date of delivery, so we apologise if there was an error. We understand that you have contacted us and you were not happy with our resolution, however if you would like us to address this further then please do let us know. -Tyler

Posted 6 years ago

“Similar to countless other reviews my first order was cancelled in the middle of the night on account of supposed payment blocked on suspicion of fraudulent activity. Clearing first thing with Amex in the morning I placed my order again. I found the cancellation annoying but understood why they would do that in the context of Amex pausing payment to confirm activity with myself. What followed however is that even the latest order was cancelled this time though by Ocado itself on the premise that their Finance department requiring me to send proof of ID and address to them. Most if not all of my groceries shopping (as well as other type of shopping ) is done online through most major supermarket chains and to this day I have never been asked to send passsport / utility bills and other personal statements before being able to proceed. I find that absurd! Utterly shocking.”

Helpful Report

Posted 6 years ago

If we have been unable to fully verify your details as part of our security checks on new customers we may ask for proof of ID, but we apologise for any inconvenienced caused by this. If you haven't already had this resolved then please do give us a call on 0345 656 1234, send an email to ocado@ocado.com or contact us on our Live Chat so we can have a look into this further. - Claire

Posted 6 years ago

“Shocking, I’m a new customer signed up and got good deal, order went through to be delivered, apparently items out of stock which they were not as still available online, so driver was coming out to deliver 3 x 5p carrier bags and a free magnetic menu planner. Spoke online to them and they cancelled order, even though I hadn’t asked them to, re-ordered again and same happened. Also wouldn’t let me use first time order voucher. The most frustrating online shopping experience I have ever had. Have since cancelled my account and will never use again or recommend to anyone. Very poor. On-line chat staff rude, lied to me about reason why my order wouldn’t be coming, didn’t get offered any substitute items and basically said ‘if you want me to cancel your account I will do’. Orders should be honored or alternatives offered. Disgusting!”

Helpful Report

Posted 6 years ago

We're really sorry to hear this and can understand your frustration. On the rare occasion that items are unavailable for your order we will always try and offer an alternative, however we apologise for the disappointing service you received as it isn't what we'd expect. We wouldn't want you to miss out on your first time shop voucher, so if you haven't already spoken to us then please do give us a call on 0345 656 1234, send an email to ocado@ocado.com or contact us on our Live Chat so we can have a look into this for you and see what we can do. - Claire

Posted 6 years ago

“The morning after my Ocado order delivery, in the evening of the 12.02.2019, my next door neighbour had asked me if I knew what caused the damage to their fence. I checked the recording from my security camera and realised that it was the Ocado driver, from the night before, who had clearly caused the damage to the neighbour’s fence, where he is seen to manoeuvre out of my driveway, in the direction of my neighbour’s fence, where he then collides with the fence and the rear of his vehicle, he then comes out of his truck to check the back of his vehicle for any damage, and after that, he drives off! I then reported this incident to Ocado on 14th February 2019 - where i provided them my security camera footage of the incident - here I was given an apology by Ocado, and advised to provide my neighbours with a mobile number for them to call in order to resolve the situation. My neighbours have told me that they were initially asked by Ocado to get a few quotes for the fence repair, where they got two independent quotes. I spoke with my neighbours today, and they have informed me that Ocado still haven’t compensated them for the damage, where they are being questioned on their repair quotes, and Ocado are now delaying things due to one worker being on Leave?? Surely a large organisation like Ocado has resources in place to solve an issue that they caused - i am a loyal customer, but this incident is making me doubt the service Ocado are offering, and I would appreciate a prompt response from Ocado in how they are going to compensate my neighbours for the damage to their property??”

Helpful Report

Posted 6 years ago

We're so sorry to hear that this has happened. In this situation we will always try and find a resolution so we apologise that there has been a delay with this. If your neighbour hasn't already got back in touch with us about this we can see if we are able to chase this up for them. If they can give us a call on 0345 656 1234, email us at ocado@ocado.com or contact us on our Live Chat we can see what we can do. - Claire

Posted 6 years ago

“Worse service ever !! Do not order from this company - they hire drivers that don’t know to read the right addresses or even drive to the right place . Every week there is a new driver that have no clue how to find the address so the result no delivery . When you call back to arrange redelivery you have to wait in a long waiting line because they missed so many deliveries they cant provide you with a new delivery slot only a week after ! Ridiculous ! Oh and if you think they will call to apologize and help you arrange delivery - you got that wrong as well !! You will need to call 10 times a day and repeat your story every time from the beginning . And the only thing they will tell you is sorry we just can’t deliver it because we don’t have enough people !!! Better to order from company that actually has enough human resources - not to mention sooooo many products are missing when you try to order online . Don’t waste your time and money on Ocado they are just not worth it.”

Helpful Report

Posted 6 years ago

We're sorry for the experience you've had Dana, it certainly isn't the service we expect to provide. We do allow customers to add delivery instructions to help our drivers find them and can also update instructions from our side as well, so we apologise if this has been done and you are still having issues. We would expect our drivers to call you if they have any trouble finding you so they can do their best to reach you. In the event that we can't deliver to you, we will do our best to re-arrange your order, but we apologise that you have found we haven't been able to do this at a convenient time and have had to wait to speak to us. We hope that you decide to give us another chance in the future and if you wanted to get in touch with us via email to ocado@ocado.com, call us on 0345 656 1234 or contact us on our Live Chat, we can make sure the best instructions are in place to try and prevent any issues in the future. - Claire

Posted 6 years ago

“never again ... 3hrs late”

Helpful Report

Posted 6 years ago

We're sorry to hear that your order arrived so late. We always work hard to get all orders delivered on time, if you haven't already discussed this with one of our team then please give us a call on 0345 656 1234, send us an email to ocado@ocado.com or contact us on our Live Chat so we can look into this further for you. - Claire

Posted 6 years ago

“abused on the phone for the spelling of my name, i only called to see if an e-mail had been sent, the women on the phone had a dig at the way my name was spelled and then hung up the phone, they now refuse to answer my calls. i recently applied for a driving job and was amazed at how quick the response was, i was given a 2 minute interview over the phone and then told i had a 1 to 1 interview on saturday, an e-mail was supposed to be sent but wasn't received. i then called the office this morning to simply find out why and was greeted by the rudest lady i have ever heard on a phone, she tried to tell me my name wasn't spelled right as the correct way is different, this disgusted me as i shouldn't be made to feel bad for the way my names spelled, this women then kept telling me to stop talking and to listen or she'll hang up on me, i then asked if calls were recorded to which she replied they wern't. the reason i didn't get the e-mail was because id apparently left th .uk bit out and i had apologised for this and accepted that may have been my fault and wanted to rectify, only to be told numerous times my name wasn't spelled the 'normal' way, when i challenged this i was hung up on. all this for wanting to know about my application. i feel like i been abused for the way my name was spelled and will be taking this matter further”

Helpful Report

Posted 6 years ago

Hi Kirtiss. This is concerning to hear and certainly not something we expect from our Customer Service Team. So that we can look into this, could we ask for you to get in touch by calling us on 0345 656 1234, emailing us at ocado@ocado.com or opening up a LiveChat on our website or app. - Christian

Posted 6 years ago

“Worst experience The Ocado Delivery driver called last night (07827 763 159) at 10pm saying his van broken down, asked us to tell him a slot in the morning and he'll bring our delivery - we agreed at 9am Sunday morning No delivery this morning, called customer service. The Customer service rep was more focused on explaining to us that its not their problem they can't find another slot until tomorrow morning. Zero help! Extremely disappointed that you have done this to us a few times and this time was special because we have a 1 day old baby in the house and we needed this delivery most urgently. In the past I was happy to overlook broken eggs and that sort of minor issues with the deliveries. I could have been a very loyal and high lifetime value customer. Will make sure all my friends and family don't get the same attitude from your customer service.”

Helpful Report

Posted 6 years ago

We are very sorry about what has happened with your order, it is very disappointing and we are very sorry for all the trouble this has given you. When something of this nature happens, we would need to book it as a new slot rather than being able to send out a new van. We hope your baby will be okay and we will have this reported for you on our end so we can try to make sure this never happens again.

Posted 6 years ago

“Horrible customer experience! They are not for fixing easy problems, but earning money. I had two vouchers that will be used in two different orders. One of the vouchers didn't work and they didn't help at all. They are saying, you can use only one of the vouchers. Unbelievable! Horrible customer support. Won't be using again.”

Helpful Report

Posted 6 years ago

Sorry to hear of what's happened recently with the vouchers we sent you, can appreciate it's been disappointing. Can you call 0345 656 123, pop up on chat or email ocado@ocado.com so we can take another look? - Meg

Posted 6 years ago

“Bad Customer service Bad Customer service Never respond when write to manager and guess what let me down today this morning no delivery at all all you get is pass on feedback book in later on in week and its been a personal issue. DO NOT DO ORDERS WITH as they let you down 3 times now last time bad enough this is awful to get a order confirmation and 2 minutes later cancellation email A big company operating like this is a Joke would you like to tell my autistic girl why it would take two more days to get to her cause you slots are full you made mistakes not us yet we get treated like this do not do delivery saver as you dont get delivery on the day.”

Helpful Report

Posted 6 years ago

“Bad Customer service Bad Customer service Never respond when write to manager and guess what let me down today this morning no delivery at all all you get is pass on feedback book in later on in week and its been a personal issue. DO NOT DO ORDERS WITH as they let you down 3 times now last time bad enough this is awful to get a order confirmation and 2 minutes later cancellation email A big company operating like this is a Joke would you like to tell my autistic girl why it would take two more days to get to her cause you slots are full you made mistakes not us yet we get treated like this do not do delivery saver as you dont get delivery on the day.”

Helpful Report

Posted 6 years ago

Sorry to hear this Natasha. If you've not had a response to a manager complaint then we'd like to look into this further so please do call us on 0345 656 1234, pop up on live chat or email ocado@ocado.com so we can look into this further. As for your deliveries being cancelled, we appreciate this is disappointing for you and causes a lot of trouble but cancelling an order is the very last option for us and isn't something we like to do. Hopefully we will be able to offer a better service if you decide to give us a chance to redeem ourselves in the future. - Meg

Posted 6 years ago

“We spend nearly £500 a month with Ocado. £6000 a year. This week they should have delivered a large order for a 50th birthday party we were having. They messed up the delivery and it never arrived. Which made the party a bit difficult. When I called to complain they said they would wave the charge for perishable goods (very kind of them considering it was their fault). They then offered me an insulting, pathetic, paltry £15 voucher as compensation. I’ll make sure I never spend one penny at that place again.”

Helpful Report

Posted 6 years ago

We're very sorry to hear of what happened with your most recent order and can appreciate the trouble this caused you as it was for a big event. We're also sorry you're unhappy with the goodwill offered to you. We do completely understand and respect your choice to shop elsewhere and hopefully we will be able to offer a better service if you decide to give us a chance to redeem ourselves in the future. - Meg

Posted 6 years ago

“I Decided to do a shop after not using for quite a while. Well that there was my first mistake! After a very stressful 2 week period (husband had major surgery) I thought I would make our lives easier by using online delivery! So here’s how it went! 1. Order placed on Wednesday30th January 2 . Order received on Thursday 31st January HERES WHERE THE PROBLEM OCCURS 3. Checked our bank account and NOT 1 BUT 2 payments are pending for approximately the same amount amounting to nearly £500!!! Unabling us to access over £200 of our own money which was not spent with you because Ocado had taken a pre authorised amount! 4. Upon speaking to customer services we were told the usual script read jargon that it was because we had not shopped with them for over 90 days and would need to take a payement first .... our question was WHY and still no answer. 5. So 18 hours after receiving shopping our money is still not available to us and yes you lied again to us when you said it would be on our account by close of business Friday 1st February....lies lies lies. 6. We were told to go and read the terms and conditions and guess what we did. NOWHERE DOES IT SAY YOU WILL TAKE OUT 2 AMOUNTS. It does however say the word EITHER, Methods of payments 3.3 Your customer service sighed quite openly when I asked to speak to the manager or supervisor! I’m frustrated and furious that we STILL are unable to retrieve over £200 of our own money at 9.35 pm that you took without our permission. Your terms and conditions clearly state EITHER not BOTH I want to know how you’re going to resolve this in a manner that befits the complete inconvenience you have caused us?”

Helpful Report

Posted 6 years ago

We're sorry for any confusion caused! We do state in our Terms and Conditions that "3.3 Authority for payment will be requested from your card issuer between the time of your order being placed and when it is delivered. This is done by 'reserving' against the card you have used for payment. The amount that is ‘reserved’ will either be the estimated amount of your order, including charges for carrier bags, or £1". The pre-authorisation amount will be released back into your account a couple of days after your order has been delivered. We would advise you to speak with your bank regarding this, if you would like for the money to be released sooner.

Posted 6 years ago

“The company is an inflated gimmick. Sold to slaves and run by slave. They treat their employees with contempt and there's the bare minimum of investment back into the company. Dirty and overworked.”

Helpful Report

Posted 6 years ago

“14 hours for them to admit I DID cancel my order ... in the meantime I had email/Twitter exchanges with no less than 13 different people, and one who couldn't even cancel my Smart Pass correctly .... oh and the driver just called to see if I still want my shopping... really?? No, no I don't ... not now not ever. Given one star as nil stars is not an option!”

Helpful Report

Posted 6 years ago

“Absolutely disgusting service, don’t bother shopping here After hours of convincing my partner to sign up and do an online shop,due to our extremely busy week I find my order has been cancelled with less than 14hrs notice and with no option to use a different method of payment, time taken of work to be in for our delivery so that there will be food in the house for when the children are home from school and the childminder can feed them!! Then to be told I need to reorder only to find out that my order no longer has the discounts. Going from £122 to over £186 big difference!! Then I need to rebook a time slot, absolutely disgusting and I am outraged. Spoke to customer services and managers who didn’t care that I couldnt get food in in time for kids dinners!! No help with discounts either”

Helpful Report

Posted 6 years ago

Hi Shanti, we're very sorry to hear of your frustration at our service, we can appreciate this from anyone whose order has been cancelled, however, there must have been a valid reason for this. We'd like to feedback about your experience to try and avoid this happening again. So that we can do this, please either give us a call on 0345 656 1234, send an email to ocado@ocado.com or you can also speak to us on our LiveChat service.

Posted 6 years ago

“Fao Julie and to whom it may concern, I am not answering from a C.S. Side I do not work there, I am not legally trained but if a cstm-driver was recording you on a personal phone then I’m sure that a privacy issue may have been broken and im sure the company may be liable to getting some sort of legal action taken against them, the vans have a camera installed in them which can be set off by the driver as there’s a panic button on there, if that was the case you can put in a request for the footage, hope you got the van reg and date of delivery, if one driver found your address to be a pain to deliver to or the driver felt it may have been a risk to deliver to your door then that driver would have put notes on the handheld computer/system which would stop the next driver bringing the food to the door, you can request to see the driver notes at anytime they deliver to you(if you ever use Ocado again) as your info is on there and they can’t stop you from seeing it and if you see anything on their computer you don’t like report the notes to customer services straight away and take a pic of the notes to prove what you saw, you like many others have experienced a bad service through the delivery side and through customer service end, there are a very high number of complaints. It’s a service that’s going downhill rapidly.”

Helpful Report

Posted 6 years ago

“Terrible service from Ocado last night!!! Very very unhappy customer. Had a delivery booked for 8-9pm last night driver delivered goods. However, literally minutes after the driver left we noticed that when unpacking 16 items were missing so rang customer service straight away. There CS said driver was still in area but couldn’t get hold of him but make sure that driver called us in next 30 minutes with view of coming back with items that we were missing still in van. No call came so called back CS at 10.30 to ask what was happening. They said items were in van but driver gone back to depot. Unbelievable!!! They then said that they would re-deliver today 9am-12 as we had to fit in with schedule. Didn’t offer anything until I asked and then they said would give me a £5 voucher for inconvenience straight away (never sent!!!). Next morning delivery never turned up. Waited in all morning with my boys last day of Christmas hols! Rang their Customer Services after 12 to say where is delivery (3 rd time had to call) and was told that delivery had been cancelled!!! Wow if Ocado want the award for the worst delivery service in the grocer market they have definitely achieved it. Terrible terrible service. We have used all the grocers on-line services and by far Ocado are the worst on-line service we have received!!! Awful. Avoid if at all possible.”

Helpful Report

Posted 6 years ago

We are sorry Clare! It's such a shame that you feel so let down by us. Please rest assured, your feedback will be taken on board to improve on our service in the future. We'd also like to look into reordering these missing items for you, so you're not missing out much longer. Please could we ask you to either give us a call on 0345 656 1234, or contact us through our Live Chat team. -Megan

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