Ocado Reviews

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

4.1 Rating 2,635 Reviews

77 %

of reviewers recommend Ocado

Company Reviews

Questions

Metrics

4.1

Based on 2,635 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

Filter: Rated 5 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I am very pleased with the service from Ocado. The staff on the telephone are always very helpful. The delivery is always on time and the drivers are extremely helpful and always polite. The only criticism I have is with the packing of my groceries. On many occasions heavy goods are put on top of perishables. I do mention this to the drivers and I have called the office on numerous occasions. When the perishable goods are in perfect condition but squashed by bags of flour or other such heavy goods it is unsatisfactory both for Ocado, by way of eating into profits, also for myself having either to accept something not quite perfect or having to return something I may urgently want. I really hope that this can be rectified. On the whole an excellent company to deal with and I am very pleased the majority of the time.”

Helpful Report

Posted 9 years ago

Hi Susan, we're very pleased to hear you are loving our service, it is great to hear such wonderful feedback and we hope you continue to love it for a very long time. We are disappointed to hear that you have been receiving your shopping in a poor condition. We are working very hard behind the scenes to improve this area of our service and so it is sad to hear that you are still receiving shopping with poor packing. We will be sure to pass this information on to our warehouse team as feedback to help with our changes. We really hope you see a great improvement in the near future. Please don't ever hesitate to contact our Customer Service team if ever you receive damaged items.

Posted 9 years ago

“Quick, professional and always cheerful!”

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Posted 9 years ago

“I use Ocado for all my shopping and have done so for 10 years! Drivers stick to the hour slot, there are minimal substitutions and the quality of fruit and vegetables is great. I particularly like the guidance on expiry dates, which helps my food planning. The price matching gives peace of mind that I'm getting a good price.”

Helpful Report

Posted 9 years ago

“I have tried a large number of food delivery services and Ocado is by far the best. The drivers are extremely professional, 99,9% of the time all the items ordered are available and the items picked (fruit, vegetables, cuts of meat, fish, and other perishables) are always excellent and I would not have picked better if I had been at the supermarket myself. The entire process of ordering and paying is so easy and each time you use the system it becomes faster. Ocado also makes some interesting offers of free products and of course the range and quality of what they make available is excellent.”

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Posted 9 years ago

“We wouldn't use any other online shopping service. We have used Ocado for the past 10 years and have been very happy. Quality and customer service are excellent and the choice of products is also great.”

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Posted 9 years ago

“Always polite, helpful and efficient. I have recommended Ocado to many friends who have been equally pleased. Thank-you.”

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Posted 9 years ago

“I love Ocado ! My only complaint is that the shelf life of what you deliver is much shorter than if you purchase from the waitrose store and in particular items like milk and bread.”

Helpful Report

Posted 9 years ago

Hi Kinvara, thank you for taking the time to leave us feedback, we're so pleased to hear you're loving the service! We are disappointed to hear that you're not happy with the life of the products you receive. We advised a minimum life guarantee on all products on the website which we will always adhere to. By showing this on the site, you will know the minimum life for the products and so will be able to plan meals or food options accordingly. If ever you receive items you are really not happy with or do not meet the guarantee, please do let us know so we can investigate. Please note the days guarantee also includes the day of delivery. Thanks again for your feedback, we will be sure to pass this on to our Supply team for you. Have a great day.

Posted 9 years ago

“The driver John who delivered my order handled the leakage within the order in a professional manner and I had no reason to complain, it was handled extremely well.”

Helpful Report

Posted 9 years ago

“An excellent website which makes shopping much easier than it is using competitor's websites. It offers much better filtering of products. Ocado generally has good offers available. It is good to know that brands are price matched with Tescos. I do feel that fruit and vegetables are a bit more expensive than at other supermarkets. Deliveries are on time and drivers are polite and friendly. Rarely is anything missing or substituted. My one gripe with Ocado is that the packing is frequently very poor meaning that eggs and fruit are often damaged but sometimes other packaging is split causing the rest of the shopping in that bag to need washing. On the whole, well done Ocado!”

Helpful Report

Posted 9 years ago

Hey Sally. We're always looking to make the weekly shopping easier and we're pleased to hear that you've been enjoying the service as it makes what we do that much more enjoyable. It does sadden us to hear though that you've been unhappy with the packing of the shopping, which has resulted in damaged eggs, fruit and split packaging. We'd like to take a further look into this for you. Could send us a message via ocado@ocado.com with www.reviews.co.uk in the subject line.

Posted 9 years ago

Thanks for emailing us Sally, we're glad you contacted us and giving us the opportunity to help. If we can help any further please do get back in touch with us. We hope you're having a lovely day!

Posted 9 years ago

“Always a great service from Ocado. Drivers are polite, friendly and helpful. The website is fantastic, easy to use and very informative…..some very special features such as the reminder of what and when you last purchased, your favourites and reviews. The one hour slot is great and 99% of the time, the delivery arrives within the hour. The driver will inform you if there is an unavoidable delay.”

Helpful Report

Posted 9 years ago

“Great service and products.”

Helpful Report

Posted 9 years ago

“Superb, flexible service plus a portfolio of products that keeps growing! Ocado have never let me down in 11 years!”

Helpful Report

Posted 9 years ago

“Reliable. Friendly drivers, ease of ordering, consistently good quality and good value, rare substitutions, best online groceries I have used and I have tried them all!”

Helpful Report

Posted 9 years ago

“Excellent service, every time, polite helpful drivers. They cannot do enough for you.”

Helpful Report

Posted 9 years ago

“Very rarely do I get substitutions. Very rarely is a driver late. Their fruit and veg is generally of excellent quality, and their range is both impressive and interesting. Very rarely do I get problems. But when I do, Ocado is quick to sort them out and profusely apologetic, often including vouchers as a good-will gesture for the mistake. I just wish their customer service was on a free-phone number, because occasionally you can wait a long time to talk to someone. There's always the email option, which works but not so quickly.”

Helpful Report

Posted 9 years ago

We're delighted to hear that you've been enjoying the service overall Kat, but it does concern us to hear that to hear that you've been having trouble getting through to our Customer Service team by phone. Sadly we've experienced a higher number of calls & emails than usual, please rest assured though that we're working very hard to get this down to a normal level. With our emails wait time at 48 hours. We'd like to thank you for the suggestion of the free phone number and will of course pass this on to the relevant. Did you no that our telephone line is charged at local rate rather than a national rate. We hope this helps and thanks for letting us know.

Posted 9 years ago

“Just wish I could order clothes. Returns would be simple”

Helpful Report

Posted 9 years ago

Hey Omar, thanks for your suggestion of being able to order clothes. Sadly this is something that we don't do at the current moment. We'll certainly pass it on to the relevant teams and you never know maybe one day in the future you may be able to order clothes. We'd say keep your eyes peeled. We hope that you've been enjoying the rest of the service though.

Posted 9 years ago

“Some times disappointed with the way to bags are packed. For example bread with tonic - bread squashed. Crisps with washing liquid - crisps broken or bag split..... The other week sugar was delivered - the bag had split due to something heavy with it and sugar spilt all over the floor. Drivers helpful - great products. Great service generally.”

Helpful Report

Posted 9 years ago

Oh gosh Victoria. It is really worrying to hear to hear about the poor packing of your shopping as this not the normal level of service that we would expect you to be receiving from us. It also sadden us to hear that household cleaning items have been packed in with your food items as this should not be the case as they should be packed separately. We'd like to get this reported to our Warehouse management team & would be grateful if you could email us on ocado@ocado.com with www.reviews.co.uk in the subject line.

Posted 9 years ago

“Don't know what I would do without Ocado - it is a fantastic service.”

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Posted 9 years ago

“Rare for me to rave about a service but Ocado really is excellent. Expensive though so I tried other services for about 6 months last year (Sainsburys, asda, tesco). Came back as their service was terrible. Hour delivery slot and next day availability for delivery is great. Rare to have substitutions and product range is great. Love this service!!!”

Helpful Report

Posted 9 years ago

“Ocado is a first class online grocery shop. Everything is always fresh and if ever you have a problem their customer service is next to none. I highly recommend ocado and and believe they deserve all five stars!!!”

Helpful Report

Posted 9 years ago

Ocado is rated 4.1 based on 2,635 reviews