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

“Substitutions or a complete failure to supply has become a common theme… Offering products that are not available to deliver is a very poor system and incredibly irksome (as is informing customers just a few hours prior to delivery).”

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Posted 2 years ago

“I had a delivery today 6:30PM-7:30PM order delivered by Owen,polite and extremely helpful ,excellent. Definitely recommend .”

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Posted 2 years ago

“After shopping with Ocado for many years, was absolutely distraught after they cancelled my entire Christmas food shop (only after I'd contacted them to say it hadn't arrived) saying they were having delivery issues, but they offered to deliver after Christmas instead (27th December). Absolutely appalling customer service.”

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Posted 2 years ago

“DO NOT ORDER FROM THIS COMPANY! NO CHRISTMAS EDIT ON YOUR SHOP! Can’t get into the website to add some more items the page will not load and all the customer service staff have gone home! Not what a customer needs so don’t order from them! Customer service is non existent! Date of experience: 19 December 2022”

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Posted 2 years ago

“A big Christmas Raspberry to you Ocado! I’ve had a Christmas shop on order for a few weeks and have just received an email at 6pm on Sunday to advise me that due to an issue with my card payment, my order for Monday delivery has been cancelled! There are no issues with my credit card and you should have at the very least offered me the opportunity to resolve the matter before perfunctorily deleting my order. High handed attitude and shocking service from you, which I won’t give you the opportunity to repeat. I am cancelling my account forthwith and trust that other customers will not be placed in this position one week before Christmas! Bah Humbug Ocado”

Ocado 1 star review on 18th December 2022

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Posted 2 years ago

“In the comfort of our own home We can shop and never roam With Ocado, our trusted friend Our grocery shopping will never end No need to brave the crowds or the rain Ocado makes it all so easy and plain From produce to pantry staples, they have it all Ocado, our go-to for a convenient grocery haul So thank you, Ocado, for making life easier We are grateful for your reliable delivery service, sir!”

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Posted 2 years ago

“After spending so long adding products to basket I check out. More than half of my items are not available. This has happened on so many occasions. It makes no difference if I change delivery day to over a week after. Still not in stock. Why not say items are out of stock so I don't waste my time. Total joke of a company. Wasted over one hour today. It was a good store when they were together with waitrose. Not long after partnering with m&s, their store is garbage. Always do not have stock.”

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Posted 2 years ago

“I started getting my shopping from Ocado when we were in lockdown, and I've never had any items missing from my order, or substituted. Their system is efficient at marking goods as sold out, or unavailable for your delivery, BEFORE you check out, so avoids you relying on the delivery and then getting disappointed/surprised. Only one negative experience when a delivery was super-late, due to severe traffic delays. The delivery people are courteous and efficient. I have tried four other major supermarket suppliers, but none are as consistently satisfactory.”

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Posted 2 years ago

“I don't understand all the one star complaints. I'm a regular customer with only only good things to say about Ocado, their products, and their delivery guys. Being able to buy M&S food is a bonus.”

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Posted 2 years ago

“Way, way too much wasteful and completely unnecessary plastic packaging, especially on fruits & vegetables. Shameful and irresponsible. And no, collecting plastic bags on delivery doesn't offset this. Also, the quality and range has fallen a lot since M&S replaced Waitrose as the partner. Customer service/delivery is still good, but that's not enough to keep me using Ocado.”

Helpful Report

Posted 2 years ago

“Made me wait for delivery late night and no show. Had to call in myself and find out whats going on and look for a solution. Little did I realise I would be forced with the next slot of 3hrs because there was nothing else and the money had already been clawed from the bank which would take another 3 days to release. First time shopping and last time aswell... Be warned protect your sanity and shop in reputaboe stores. These incompetents will mess you around and have you run around for a solution.”

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Posted 2 years ago

“No Service or intelligence i genuinely do not know no where they scraped the current workforce from, it was obviously the bottom of a very dirty barrel as the quality is certainly non-existent and to be frank the level of idiocy mind-blowing. As my Grandad say you can't reason with someone who lacks the capability To have an intelligent conversation, and that Ocado there is no sign of intelligent life.”

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Posted 2 years ago

“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.”

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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.”

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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.”

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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.”

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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”

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Posted 2 years ago

Ocado is rated 4.1 based on 2,634 reviews