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 4 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I have shopped with Ocado for many years. I use them because they are always on time, a very high percentage of what I order arrives with little or no substitutions. I also like the little freebies you get to try. Great service and polite drivers.”

Helpful Report

Posted 9 years ago

“Always found them to be extremely reliable time wise and everything ordered is usually all there. Very few substitutions or items out of stock. Haven't given full marks however as packing can occasionally be poor. Bigger items dumped on top of more delicate items in a bag so stuff gets bruised, squashed or even leaks. I've had a bag of flour burst over everything and milk leaking. Just this week I've claimed for squashed bread and bruised bananas. They do however have a very good refund system which is easy to use. The rushed packing is only occasional though and I still use them every week as so reliable in all other aspects.”

Helpful Report

Posted 9 years ago

“I am a regular customer and normally happy with your service. Unfortunately there have been a couple of problems with delivery recently but your customer service team sorted this out. My only criticism would be a bit more care over the packing would be helpful and selection of goods that have a longer expiry date would be welcome. Having said this, you are far better than your competitors.”

Helpful Report

Posted 9 years ago

“Excellent service, always polite. A few problems recently with late deliveries but text messages are really helpful. Really like the reserved slot that we have and smart pass. Tried many supermarkets and just don't get the quality. We live in an area where Waitrose don't deliver so having found Ocado we get the best of both worlds.”

Helpful Report

Posted 9 years ago

“Generally excellent - reliable and easy to use. Availability of items can be an issue for extended periods I would recommend it as a service”

Helpful Report

Posted 9 years ago

“When it works ( which is 99.99% of time) is fab. Drivers are all polite and courteous, rarely get substitutions and love the advance text messages with the van details etc. Food always fresh, and when anything is sub-standard or damaged, refunds are fast. Would be 5 stars, however a couple of times when I have been either a couple of minutes late to my house or unable to take a delivery early we have been let down ( and unable to contact the driver who 'wasn't answering' despite passing them 500yards from my door) - and then the system seems to fail - as get told 'you can have it sometime tomorrow'.. That said - I get 2 deliveries a week, and have for years so perhaps I should have given this a 4.5 star :)”

Helpful Report

Posted 9 years ago

“Great service - only negative is that when a delivery is late needed more text updates say hourly”

Helpful Report

Posted 9 years ago

“Have been very pleased with the delivery service and the drivers are always polite. Sometimes however I feel that the shopping could be packed a bit better. Have had broken eggs, and milk that has leaked over my carpet on delivery. But always pleased with customer services, when I have had to speak to them. Problems are always dealt with very quickly.”

Helpful Report

Posted 9 years ago

“There is sometimes a problem with packing, with delicate goods packed under tinned goods, e.g. To be fair, Ocado are brilliant at replacing or refunding the damaged goods, but I'd rather not have the hassle. However, things have definitely improved recently, so perhaps the message is getting through. The only other unsatisfactory aspect of Ocado is buying meat. (1) The customer ought to be able to specify a target weight, or perhaps a preference, e.g. 'no smaller than 1.5 kg' -- the bands are too broad. And (2) all too often with two-portion packs, the portions are very different in size. I now tend to buy lamb chops in 4s, so that I can match up the two biggest, for one meal, and the two smallest, to bulk out with extra veg. I suppose some people might want a big and a small portion, but we need to have the opportunity to specify this -- e.g. 'equal portions' or 'one big, one small'.”

Helpful Report

Posted 9 years ago

“I am normally very satisfied with Ocado deliveries - hardly ever have substitutions and the drivers are always friendly. However, on the last couple of occasions the bags have been overly full and soft items have been placed at the bottom of the bags with very heavy items at the top. Some bags have had only 1 or 2 items in them. For example, I had a bag with just lemons in it, and another bag with tissue boxes, tomatoes, lettuce, bread at the bottom and bottles on the top. This happened with a delivery today and the last one. I would really appreciate it if you could ensure this does not happen in future and care is taken to place items in the bags based on the product. Thank you.”

Helpful Report

Posted 9 years ago

“Very efficient and savings to be made if you look for bargains. Drivers are extremely helpful and pleasant. Large range of organic produce. Would give five stars if cheaper overall.”

Helpful Report

Posted 9 years ago

“Some of the goodies are unusual that cannot order from other shops, impressive. The delivery charge is more expensive than others, so it may put some shoppers off. I think it will be even better if the staff can pick the food for the customers with the longest expiry date, I was gutted when Tesco and Sainsbury delivered me the food that expired the same day they delivered or the next day. Just hope the price of the food can reduce a little bit for they are far more expensive than other shops, I ordered lobster before at £23 but honestly I didn't think it worth the money. I ordered the whole freshly cooked and prepared lobster from Devon, it only cost me £18 with the same size.”

Helpful Report

Posted 9 years ago

“I regularly shop with ocado, every 2 to 3 weeks. I don't have access to a close enough waitrose where I live so this is my main reason for shopping with ocado for higher quality products. The delivery drivers are always very polite and friendly. The only issue I have come across with ocado is that some items can take quite a long time to come back in stock/go out of stock quickly. Delivery prices are expensive but I have invested in the delivery smart pass which seems to be a better choice at the moment. I am overall very happy with the service and will continue to use.”

Helpful Report

Posted 9 years ago

“Most of the time the service is very good, although it can be very frustrating when the drivers are late, which happened quite frequently for a while but this has recently improved.”

Helpful Report

Posted 9 years ago

“On the whole we've been delighted with the service we receive from Ocado. They have slipped up a couple of times with deliveries, but when it works it's brilliant. The staff are very friendly, the food comes with good dates on it, and the variety is great. We use them every week now.”

Helpful Report

Posted 9 years ago

“Love shopping with Ocado. Such great variety and lots of organic produce too. Only downside I would say is items regularly get squashed and things aren't packed properly. Customer service is impeccable. My favourite place for grocery shopping. Halal options at Christmas time would be an added bonus.”

Helpful Report

Posted 9 years ago

“Never really had any substitutions on my deliveries, good quality products and not nearly as expensive as most people think, their own range is really good and great value for money. Unfortunately nearly all my deliveries have been at least 20mins late but they do always call and let you know they're ruining a bit late and also the shopping is packed quite badly for instance my last delivery had a 4pint of milk and a loaf of bread together leaving my bread squashed and in another bag there was literally 1 courgette in a huge bag on the other hand they do have a very good colour coordinated bag system. Would recommend and will continue to use”

Helpful Report

Posted 9 years ago

“Generally I am very pleased with Ocado. In my Favouites it does annoy me that there are things there I haven't ordered and items are duplicated sometimes more than twice, also I thnk that some items I have ordered previously are not there and I forget to order them.”

Helpful Report

Posted 9 years ago

“Very friendly drivers and lots of choice but products I buy weekly are out of stock which very, very rarely happens in store. Fruit, veg (particularly potatoes) and fresh meat are of particular poor quality and your organic products pretty disgraceful. I would say 90% of fresh food I get delivered, I wouldn't buy in store by the look of them. Organic 'Duchy' are not for me either as I'm not a Royalist and this supports them far more than people realise! The veg/potato's situation really needs a good look at and the countries they come from. Do England not have onions in September! Support local farmers, please!”

Helpful Report

Posted 9 years ago

“Ease of website, prices and range of produce are very good. Customer Service is excellent, one of the best, if not the best, I'd say. Drivers and deliveries are generally very good, but unfortunately, as I've reported back so many times, your selection and particularly packing really isn't up to par. I do generally find Tesco's fruit and vegetables much fresher and their packing is far superior - never any damage, whereas I have claimed refunds many times from Ocado for out of condition or damaged goods. Never had a problem being refunded, but that really isn't the point. Please have a thorough overhaul of your packing procedure once and for all and finally get it right!”

Helpful Report

Posted 9 years ago

Ocado is rated 4.1 based on 2,635 reviews