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

Write Your review

Tell us how Ocado made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

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

“Ocado are the best online grocery store by far. I have used them all over the years, and no others come close. Brilliant customer service, lovely easy system to use, super efficient delivery drivers and great quality products. I can't wait until they delivery in Devon too!”

Helpful Report

Posted 9 years ago

“I think Ocado is a great company. Their customer services are excellent which is the main thing which has made us stick with them for years.”

Helpful Report

Posted 9 years ago

“I rate Ocado very highly. The produce is of excellent quality, with long shelf-life. The drivers are courteous and helpful, and on the rare occasion where there is a problem, the customer service is efficient.”

Helpful Report

Posted 9 years ago

“After continuous complaints about RAW meat being put in the same bags as FRESH fruit and vegetables, and eggs and bread being put at the bottom of bags I have finally given up on shopping with them! Two of my bags were full of blood last week due to a packet of raw mince and raw chicken leaking. A shame because the one hour slots and quick deliveries were very convenient.”

Helpful Report

Posted 9 years ago

Hi Nicola, we're really sorry to hear about the leakages in your recent order and we can understand that this must have been very disappointing. If you haven't already contacted our Contact Centre regarding this, please email us at ocado@ocado.com and we can look into this further for you. We'll be sure to pass on your comments & feedback on regarding our packing policies. Once again our sincere apologies for any inconvenience caused.

Posted 9 years ago

“I am a regular customer of Ocado the only reason that I don't give it five stars is that suddenly there will be a breakdown of service out of the blue and with no warning the delivery just doesn't arrive on the day it was ordered. In the main however it is very good, I like the web site and the van drivers are polite and helpful.”

Helpful Report

Posted 9 years ago

“Quality is always excellent, especially the meat and veg, as is the efficiency of delivery. Damaged or missing goods dealt with quickly and effectively. Great value and lots of good deals.”

Helpful Report

Posted 9 years ago

“The app is so easy to navigate and check out. Id like to be able to request a new product rather than having to log on to the website which I don't find as easy as the app. Delicate desserts need more careful packing and eggs and bread sometimes suffer from squashing. There is very little wrong with the overall experience and is by far the best of the online shopping experience as a whole.”

Helpful Report

Posted 9 years ago

Hi Claire, It's fantastic to hear you like the app., that's a great suggestion to be able to process refunds on the app. and we'll be sure to pass on your comments regarding this. We're really sorry to hear that you have had some damages with your desserts, eggs & bread, and we can understand how this must be very disappointing. We can assure you that we are always looking to minimise our damages, and we do have regular meetings between our Warehouse Managers & Suppliers regarding this. Once again our apologies for any inconvenience caused and we do hope that you continue to enjoy shopping with us.

Posted 9 years ago

“Love the functionality of the app, by and large knowing what is in stock at the point I order, flexibility of delivery slots it's all great. The drivers are always polite and helpful and the product standard is excellent. One piece of small constructive criticism is that sometimes products get bashed about and squashed in transit. Maybe soft fruits or products should get packed in boxes that the driver can take away with them??”

Helpful Report

Posted 9 years ago

Hi Natasha, it's great to hear that you love the service, it's also pleasing to hear that your drivers are always polite & helpful. However, It's disappointing that some of your soft items like fruit have been damaged in your orders. We can assure you that there are regular meetings between our Warehouse managers & suppliers to minimise damages to items. However, we will be sure to pass you suggestion. Our apologies again for any inconvenience caused and we do hope that you continue to enjoy shopping with us.

Posted 9 years ago

“Recently,delivers arrive early, with no notification, or late with no notification. As I am disabled and housebound, I rely on arranging help to receive deliveries, so find this unhelpful.”

Helpful Report

Posted 9 years ago

“I've been using Ocado now for around 10 years and never looked back. I would, and have, recommended them to all my friends. Having a busy family and working life browsing the shops is an inconvenience I can do without. I can shop at my leisure and I love, love, love Ocado.”

Helpful Report

Posted 9 years ago

“Hardly ever any substitutions or refunds. Delivery on time almost all of the time, and on the rare occasion it's late, I am notified. I wouldn't shop with anyone else.”

Helpful Report

Posted 9 years ago

“Fast, easy, stress-free shopping. A huge choice. Rare problems are solved speedily and courteously. Also, I find it more economical than wandering up and down supermarket aisles, being tempted!”

Helpful Report

Posted 9 years ago

“I love Ocado, it's so easy to use, I can keep adding to my order as I think about things I need. The order is almost always on time and only very rarely are there any substitutions. The drivers are polite, friendly and charming. My mum loves it too - we often discuss new items we like - it would be really useful if there was an easy way to share details of a product with another person.”

Helpful Report

Posted 9 years ago

“Excellent free-from range, excellent range of world-foods. Everything is great quality, and I can get everything I need easily. The drivers are always professional and friendly.”

Helpful Report

Posted 9 years ago

“B rilliant service. Life is easier with Ocado!”

Helpful Report

Posted 9 years ago

“Fantastic range of products - competitively price matched. Ocado App is excellent - easy to use and quick; it took me twice as long to order on a competitor website/App when they were running a promotion. I pay the annual fee for deliveries anytime and have 3 or 4 orders delivered a week as I feed a hungry, growing family. It's very cost effective. Very convenient 1 hour delivery slots and you can see online if there are problems. Problems are rare these dad and last minute substitutions are pretty rare. On the odd occasion that a product falls below expected quality, online claims for reimbursement are quick and easy to request. Delivery staff are polite, helpful and friendly. It would take a lot to tempt me away from this provider. Great quality range of products with logistics that work - most of the time.”

Helpful Report

Posted 9 years ago

“Driver's are very helpful and friendly , never been late, love Ocado own product too.”

Helpful Report

Posted 9 years ago

“I have used ocado for many years and have always been very happy with the service received. There are occasional problems but these are resolved efficiently and quickly.”

Helpful Report

Posted 9 years ago

“I would say that I am one of your more prolific customers having 2 deliveries a week at my different houses. On the whole the deliveries are on time and the drivers are good. Your main problem is with your packers in the warehouse. I have had various problems with fruit which clearly is kept in temperature way below what it should be causing it to stay hard and never ripen. I can tell it is almost in freezing temperature as it arrives very cold. This type of soft fruit is not designed to be in this kind of temperature. You deliver to me on Friday usually to my weekend house, therefore I want fruit sweet and ready to eat as I am only there at the weekend to enjoy it. It used to arrive all bruised but not so much now. You are still delivering green bananas to me which is useless at the weekend and sometimes they never ripen, just go sour. The same with the grapes. They are just bitter and I have to throw them away. If you deliver piece of Plaice to me, ii would like it to be large and succulent not the smallest piece of fish you can find. Since I spend at least £20,000 a year with you, its the least you can do. I have complained about the fruit situation and was told by a manager that she would deal with it and let me know the outcome of her findings but she never had the courtesy to bother coming back to me. On the whole you need to employ better staff. You send out emails giving feedback on the drivers but really it is everyone else you should be worrying about.”

Helpful Report

Posted 9 years ago

Hi there Katie, we’re so sorry to hear you’ve had problems with packing on your previous orders, and that you’ve had issues with the quality of the fruit due to being cold. This is very concerning to hear, as we take temperature control very seriously and we always make sure we deliver the freshest produce we can. We also vet our suppliers before working with them, and we continually check that they meet our high standards. Also, we regularly monitor customer feedback about our products – this is very important to us, so thank you for giving us this feedback. We’re very sorry that the bananas you’ve had haven’t ripened and the fruit hasn’t been ready for when you are at your weekend home. We can really appreciate what an inconvenience and disappointment this would be for you, and we’re really sorry that the manager you spoke to never got back to you. We’d love to look into this further for you Katie, as it isn’t good enough that you have been having these ongoing issues. We certainly would like to resolve this for you and show you how good we can be, so please can you email us at ocado@ocado.com with your username and Reviews.co.uk in the subject. We will then be able to pass feedback on to the relevant teams and see what we can do for you. We hope this helps, our apologies again Katie.

Posted 9 years ago

“Reliable, consistent service with polite delivery people. Wide variety of groceries and new products added frequently.”

Helpful Report

Posted 9 years ago

Ocado is rated 4.1 based on 2,626 reviews