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

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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

“The logistics are good Few substitutions........ well none really Drivers polite and on time Web site good”

Helpful Report

Posted 9 years ago

“As a household with two working parents, Ocado is invaluable. It allows me to ensure that we always have fresh, healthy food available in the house and the deliveries are at a time that suits us. The range is excellent and improving all the time. Thank you Ocado.”

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Posted 9 years ago

“Going the extra mile - literally. Our delivery was due and we'd forgotten and were in the garden. The driver buzzed at the gate, and none of us heard. Instead of driving away, the driver vaulted the gate and came to find us. Just one example of great customer service.”

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Posted 9 years ago

“Excellent service . On time deliveries . Many special offers. Professional and reliable always”

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Posted 9 years ago

“The delivery staff are always helpful, polite and courteous. This makes a real difference and promote loyalty. Never had a problem with the deliveries. Website sometimes slow and checkout laborious otherwise no compliants”

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Posted 9 years ago

We're so pleased to hear that you've always had great drivers on your deliveries & hope that we can continue to give you great service. Apologies that you've experienced some issues on the website before. We're always looking at ways to improve our services on the site so hopefully you'll see improvements in the future. Thanks for continuing to use Ocado.

Posted 9 years ago

“Very good service my reason for 4 stars is that on a couple of occasions my order was short 1 whole bag of frozen was missing on delivery yes I got a refund but had to do a twenty mile round trip to get the missing items . Also on three occasions I have ordered eggs and at least two in each pack have been broken had it not been for these gripes ocado would have had 5 stars”

Helpful Report

Posted 9 years ago

Hi Nicola, it's great to hear you like the service although it's disappointing to hear that you had so many frozen items missing, especially that you had to go so far out of your way to replace them. We can understand how this must have been extremely inconvenient and disappointing. We're also sorry to hear that you have had damaged eggs on so many occasions, we hope that you have contacted us regarding this and had a refund processed, if not please email us at ocado@ocado.com and we can look into this and get it reported to our Warehouse team. Once again our apologies for any inconvenience caused and we hope that you continue to enjoy shopping with us.

Posted 9 years ago

“I've shopped with Ocado for years. Service is excellent, food quality and longevity excellent. Delivery is a bit hit and miss lately - I no longer order for delivery on Fridays though as there's usually a problem.”

Helpful Report

Posted 9 years ago

Hi there Alexandra, thank you for taking the time to leave a review for us. We're so pleased that you think our service is excellent, as well as the quality of our products. But we are sorry to hear you've found delivery to be a bit hit and miss, which has caused you to no longer order on Fridays. We'd love to look into what these issues are so we can make sure they don't happen again for you Alexandra. If you could email us at ocado@ocado.com with your name, and Reviews.co.uk in the subject we'll be able to see what we can do for you. We look forward to hearing from you soon Alexandra, have a lovely day!

Posted 9 years ago

“Good range of products and delivery usually efficient. Always v polite drivers”

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Posted 9 years ago

“Great selection, good prices, fantastic service.”

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Posted 9 years ago

“I love Ocado! They have a huge range of products including a vast selection of whole foods and health foods. Good quality too. I now never go into a supermarket.”

Helpful Report

Posted 9 years ago

“I have been a loyal customer for 11 years, consistently good service and considering the amount of deliveries I have, there are few mistakes or hitches. When they do occur I find that matters are resolved quickly and to my satisfaction. I only buy Waitrose or other branded goods. I dislike ocado brands as without exception have found them to be very poor quality, poor shelf life or taste bad.”

Helpful Report

Posted 9 years ago

Hi Kate, thanks for taking time out of your day to leave some feedback for us. We're so happy we have been able to provide a consistent good service for you over the last 11 years, and we're pleased there have been few mistakes. We'd actually like to thank you for being so loyal to us, it's customers like you that makes everything we do worthwhile so thank you Kate! The only thing we're sorry to hear is we haven't been able to impress you with our own brand products. To hear that you've found our Ocado products to be poor quality, not have a good shelf life and tastes bad is certainly not what we expect from our products. We value all feedback so we'd love to get this passed on and looked into further for you Kate. If you could email us at ocado@ocado.com with your name and Reviews.co.uk in the subject, we'll be more than happy to investigate further for you. We look forward to hearing form you soon Kate and we hope that the next 11 years will be even better! Have a lovely day!

Posted 9 years ago

“Have stayed using Ocado other providers as substitution rate is low, refund is fast and never quibbled. Customer service is high over the phone and generally from delivery staff. Quality of produce is generally good and not the cheapest but okay value. Appreciate the promotional items that have been recently included in the shop - shows you care for existing not just new customers. Keep it up!”

Helpful Report

Posted 9 years ago

“Generally good. The negatives are the quality of the vegetables. They are often off, squashed. Or go off way before the date. Ocado are very good at giving a refund. Drivers are often late and a few times by over an hour. It's not their fault. I believe better scheduling could help. The limit on how much water I can buy is crazy. Not enough for a family of four - not happy with this.”

Helpful Report

Posted 9 years ago

Hi Caroline, many thanks for leaving a review for us. We’re pleased that you’ve found everything to be generally very good, but we’re so sorry that you’ve found a few negatives like poor quality vegetables, some late deliveries and the limit on how much water you can buy. It’s such a disappointment that some of your vegetables are often squashed or have gone off before the use by date. We take great pride in the quality of our products and choose our suppliers carefully, so we would love to pass this feedback on for you Caroline and look into how we can resolve this for you. We also feel sad that your drivers are often late, even a few times by an hour! We do understand things happen on the road, but we always do our best to make sure we get your shopping to you on time. This is something that we would also like to look into further for you Caroline. Regarding the limit we have on how much water you can purchase, this is due to the amount of space available in the van and health and safety for our drivers. But we’re always looking at how we can improve our service, so we’ll certainly pass your comments on for you. If you can email us at ocado@ocado.com with your name, and Reviews.co.uk in the subject, we’ll be able to look into these issues further for you. We look forward to hearing from you soon Caroline, we hope we can resolve these for you!

Posted 9 years ago

“Excellent service from all departments. The drivers are always polite and friendly and the customer service department is second to none (special mention the the twitter gang who are fabulous). They knock spots off the competition for ease of use, availability, time keeping, communication and the the best staff.”

Helpful Report

Posted 9 years ago

“Great range of good quality products available online. Drivers are generally very polite. My only criticism is that meat is packed together with vegetable and fruit. I have raised this issue before and heard that your research shows that there is no danger as long as there is no leak. I still don't feel comfortable with this and would rather have my meat packed separately.”

Helpful Report

Posted 9 years ago

Hi Noemi, thank you for choosing to leave a review for us, we're very grateful for that. We're very pleased you're happy with our great range of products and it's always wonderfull to hear how polite our drivers are. But we are sorry that you've had meat packed together with fruit and vegetables. We understand this is something that everyone isn't comfortable with. We’ve actually investigated the heat-sealing process for raw meat and fish products, and have found that it has been extensively developed, improving the safety and resilience of the packaging. We’re now confident that it provides an acceptable barrier from other foodstuffs, and therefore we can safely pack these products within the same carrier bag as ready-to-eat products. But as we mentioned we do understand that you don’t feel comfy with this Noemi, so we’d love to get this feedback passed on for you. If you can email us at ocado@ocado.com with your name and Reviews.co.uk in the subject, we can look into this further. We hope this helps Noemi and we hope you’re having a lovely day!

Posted 9 years ago

“Very good service from Ocado overall. Best supermarket”

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Posted 9 years ago

“Excellent team- friendly, polite, kind. Always very respectful of our house. Best part of ova do.”

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Posted 9 years ago

“Ocado delivers on time, rarely substitutes or misses items. Food is 98% perfect and in a very unusual occurrence where it isn't they quickly set things right. Drivers are polite and helpful. Pricing is competative”

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Posted 9 years ago

“We've been using Ocado for ten years and we are very happy with their service. They are consistent, reliable and offer a huge range of good quality produce which is much less expensive than you might think. The drivers are always polite & resolve any problems with delivery instantly and without fuss. I can't imagine shopping with any other online supermarket now.”

Helpful Report

Posted 9 years ago

“Ocado is a fantastic service - if you haven't tried it, you should.”

Helpful Report

Posted 9 years ago

Ocado is rated 4.1 based on 2,626 reviews