Ocado Reviews

Name: Ocado
Address: 3 Bishop Square, Hatfield
Rating: 4.06

4.1 Rating 2,622 Reviews

77 %

of reviewers recommend Ocado

Company Reviews

Questions

Metrics

4.1

Based on 2,622 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 have normally been very pleased with my delivery except for today because my frozen food was defrosted. Part of it was meat which is not good.”

Helpful Report

Posted 2 years ago

“3-4 months as a customer, delivery late a few hours for 3 times. Before I paid delivery fee in advance as smart pass, if delivery late, I got refund money back on delivery fee, but after paid for smart pass, delivery late, no refund, gave voucher which I do not want to shop with them anymore. Customer service replied to my complain, no refund and asked if, I want to cancel my smart pass. DO NOT PAY DELIVERY FEE IN ADVANCE, they have free delivery often. Shop around, somewhere else cheaper and better.”

Helpful Report

Posted 2 years ago

“Avoid! Horrible company - took money for organic lamb (6 packs of lamb liver, each cost £6) and substituted for 6 x M&S lamb liver for £1.60. They have notified me about the missing organic lamb liver and their chosen on my behalf substitute on the day of delivery, 10 min before delivery. When I call them and asked for refund as the 'substitute' is not organic, received the refund for M&S lamb liver of 6 x £1.60 and not the amount I paid for organic lamb liver of (6 x £6 per pack). Spend long time on a phone arguing that I do not want the substitute, I am not happy with their service and want full refund... Horrible company, Avoid!!!”

Helpful Report

Posted 2 years ago

“Who is the boss? - It's a sorry state of affairs, and it says a lot about an organisation, when the employees of that company do not even know who their boss is! There is obviously a complete disconnect between Ocado's Board of Directors and its staff when having liaised with 3 different customer services staff (names available), on 3 separate occasions, none of them are able to tell me the names of the Chief Executive and Chair of the company. I asked the question in relation to an on going issue with Ocado, yet to be resolved.”

Helpful Report

Posted 2 years ago

“Order cancelled right before delivery as apparently i have insufficient funds available, i do have funds available, i now have 5 hungry children and i live in the middle of nowhere, with no shop or no car! After reading the reviews it seems ocado do this often! This was my first order, i have 5 children so spend a lot per week on groceries, but safe to say i wont be shopping at ocado again!”

Helpful Report

Posted 2 years ago

“Cancelled my order midnight the day of delivery because my card failed authorisation. Tried to ring them and they refused to reinstate prevent honour the price on another delivery date even though I was already inconvenienced by their system cancelling my order immediately without a second attempt at charging my card. I've been a customer for about 5 years, spent £160 on this order but had to change my card due to expiry (which is what triggered the authorisation and i think it failed because they authorise for extra incase of items that are pay by weight and i only keep enough money in my main account to pay for what I'm buying incase of fraud) and this is how they treat me. Be warned, Ocado obviously doesn't give a toss about customers. This wouldn't happen at other supermarkets as they make sure your card is accepted when checking out but any other supermarket would fix it. I'm not asking for discounts just to honour the shop I spent hours planning and was cancelled in seconds. (i literally saw the email come in they could have even given me a few hours to add a new card, anything. I know they don't start picking and packing late orders until the next day so it's just pure disregard) Ocado just doesn't care about you and you can lose your entire shop and all the time you put into it the day of your delivery because their system is terrible and they won't help you.”

Helpful Report

Posted 2 years ago

“For the second order in a row, after me waiting and the delivery already being late, I’ve then been sent a message telling me that my order is simply cancelled and not going to be delivered. After years of using, I’m not ordering again.”

Helpful Report

Posted 2 years ago

“Graet servics and products. Always on time very few subs and they make sense and drivers are always friendly and helpful”

Helpful Report

Posted 2 years ago

“My daughter ordered party food for my 60th birthday party. She was originally going to buy from costco but as ocado had £20 off and free delivery this gave her more time to get ready and trim up the venue. The delivery waa 3pm, the party startee at 6pm. No food at 3.30pm so she checked her email and one from ocado saying cancelled!!!. Why didnt they ring the say before as obvious it was for a party. The family had to step in, shopping and making party food 2 hours before the party. Ocado have said it was due to not being able to verify her card through apple pay. - their system issue not ours. They have offered £40, everyone gets £20 on their 1st order so £20 for the stress and embarassment and it did have an impact on the party. Ocado have not done themselves any favours as all the guests wont be using them again either”

Helpful Report

Posted 2 years ago

“Sadly, I’ve had to conclude that Ocado no longer cares about customer service. After many years of using their delivery service, I’ve had to watch the downfall of their service, which has seen failure to deliver a booked delivery, failure to conduct a re-delivery as agreed, thus causing significant disruption to my own schedule, and a show of very little concern for the sheer inconvenience that I’ve had to suffer. Emails and phone calls got me nowhere, other than an apology and a voucher offer that does not cover my time and cost of items that I’ve had to purchase as a consequence of my failed delivery. I’ve been assured of follow-up correspondence, but it never happened, even with my chasing. This was over a couple of weeks. But eventually I did receive a final email, once again defending their incompetencies and showing next to no regard for my concerns, and saying that they will not take anything any further. It would actually be hard to make up a more atrocious example of customer service.”

Helpful Report

Posted 2 years ago

“Driver can't find the property. Calls, friend answers and says to driver "the recipient (me) can see you and is running to you and waving"... reply from the clown that can't read (delivery instructions) or see 500m... "i can't see him and cant wait" and hung up and drove off with me in the mirror running after him like some comedy. Worst part was i had already called and passed on a message i was with my terminally ill child and had no way to get out to get food. Never again. Save yourself the hassle.”

Helpful Report

Posted 2 years ago

“I have always found Ocado delivery service to be very good. Customer Service excellent as are returns and refunds. I used them on the odd occasion to start with but find myself using them more and more for all the above reasons. I've tried all online deliveries but Ocado do rate highly in my eyes.”

Helpful Report

Posted 2 years ago

“Excellent quality of food its always fantastic! and the delivery drivers are 5 star so much better than the other supermarkets! Highly recommend!!!”

Helpful Report

Posted 2 years ago

“I've ordered 5x5 litre=25lt of Ecover Zero Washing Up Liquid, but OCADO delivered 5x750ml=3,75lt Bio-D Grapefruit Eco Washing Up Liquid. So first of all, do the math, 5000ml=750ml it's not the same! Second, I've ordered Ecover ZERO, it has no any smell and that's what I've always used, liked and ordered from Ocado, so any other Ecover washing up liquid is not a substitute in this case. Very frustrated......”

Helpful Report

Posted 2 years ago

“. Avoid at all costs their online security is terrible only matched by their awful customer service.”

Helpful Report

Posted 2 years ago

“gone back to ocado after to many swaps at asda , the quality of the food is exceptional .”

Helpful Report

Posted 2 years ago

“I am fed up of missing, squashed and short self live products, drivers bung everything in bags and don't use crates to bring shopping to my door so shopping gets even more squashed. Last delivery the driver was in such a rush he left the cold bags in van last week had no frozen products I phoned Ocado to get them redelivered or refunded and because have speech difficulties the adviser refused to help me because I miss slightly mispronounced my name even though passed all other security questions. The prices are going up while service and quality is going down. Both myself and parents have ditched Ocado and swapped to Morrisons its better service and our weekly shop is half the price and fewer out of stock/subtended items. Ocado because of your appalling discrimination against my disability and constant failure to deliver quality, undamaged shopping and constantly sending substations you have lost a loyal customer.”

Helpful Report

Posted 2 years ago

“Fantastic friendly service the web site is. customer friendly and everything just works. Totally happy and satisfied customer. Not sure why all the bad reviews I can see speak as you find and I find first class 5 Stars.”

Helpful Report

Posted 2 years ago

“I am a new customer , attracted by a £20 starter voucher to give the system a try out. I do not use home delivery for anything until now. I was a Sainsbury customer of 20 years, completely fed up with their price rises , Nectar rewards now a waste of time, poor quality over the range , time for a change , I am now spending my £100 = per week with Ocado, screw Sainsbury !! The system is very customer friendly and works really well. the drivers are pleasant and arrive on time, the product range is second to none. Lurpac butter is now £5 at Sainsbury , Ocado £4 , and this seems to run through their range, also they stock lots of lovely unusual products , the French Picard range is great , impossible to buy tiny frozen onions for special dishes or a proper Croissant anywhere. Picard at Ocado have them both, I bought bottle of my favourite Marshino liquer at £5 off. My savings have been nearly £50 on my last two shops with vouchers. Speak as you find , who said that ? anyway I find Ocado superb , such a pleasure to find a company that works so well.”

Helpful Report

Posted 2 years ago

“Karl the delivery driver was very helpful and friendly. Arrived in the time slot and dropped the items in my kitchen. Great service especially after our return from a 6 week break away.”

Helpful Report

Posted 2 years ago

Ocado is rated 4.1 based on 2,622 reviews