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

“Once any kind of pressure is put on it it completely fails... so, first a virtual queue with hours waiting, then the whole site taken down (and this is for the only online groceries, others needed to deal with both online and offline pressure and they didn't flounder as much, oh but somehow Tim Steiner needs to be paid extra? Shame) - and now no bottled water... they'd rather not sell items due to high demand rather than increasing capacity. It's ridiculous, no other shop is doing this, and they keep selling coke? So now they want everyone to destroy their teeth? What kind of idiotic incentive is this? In addition to which I read that covid may possibly infect water pipes, so coercing more people to drink from the tap can potentially increase infections, so more deaths and more demand and then what, are they going to remove food next?”

Helpful Report

Posted 4 years ago

“I cannot believe some of the views that have been written down. I have been a customer of ocado for quite some time. If you people weren't bulk buying there would not be a problem, people complaining about substitutes, opt out then its not rocket science. They send you a message before they arrive if you bother to Check, so you can actually decide if you want the substitutes or not. The drivers are always polite and helpful even though they've probably been abused by most of you that complain, which wouldn't surprise me having worked in retail before. As for not supplying bottle water, that's great, the vans can only take so much weight by law, and all those extras you want to buy, could probably be two or three other customers orders, so good on them, they are trying to do things to make it better for others not the Selfish. As for other brands like asda and tesco etc, they aren't all stocked and some are still missing items when I go for a shop, it's the same everywhere unfortunately, sad truth is, if this carries on due to people not listening then it will probably be going on for quite a while”

Helpful Report

Posted 4 years ago

“I used to sing the praises of Ocado but I never will again. I am a loyal reserved smart pass customer but this has counted for nothing since the Covid-19 crisis. I can access the site now but there are never any available delivery slots. I have no idea how I am going to manage to get groceries now.”

Helpful Report

Posted 4 years ago

“I used Ocado initially to get a sparkling water abruptly discontinued in Supermarkets and thought last year the service was excellent . I had my last delivery in February and it will remain my last one as I haven’t been able to access the site since then with repeated rubbish cyber excuses as to why not . The proof of a good service is being there when you really need it .”

Helpful Report

Posted 4 years ago

“They were good but now awful. I had a delivery booked 2 weeks before and couldn't edit it at all . I have had a 12 week lockdown letter and had no reply to my email which they said they would reply to in 72 hours.I have tried to continuously log in. Now their website isn't working at all and says access denied.”

Helpful Report

Posted 4 years ago

“Kept changing the online system many times to finally come up with a a ridiculous system where you have to check the website constantly 24/7 in the hope to get a slot. Which idiot came up with that scheme. Promised a priority queue for smart pass, never worked, or maybe they changed it already and replaced it with yet another scheme. Who knows.”

Helpful Report

Posted 4 years ago

“When this nightmare is over Marks & Spencer will be delivering, so having been happy and spending thousands of pounds you should know this is not good business practice, dumping long standing customers, dare say I say it customers with very large disposable incomes. Universal Credit Customers are your next market.”

Helpful Report

Posted 4 years ago

“Having a smart pass seems to be the problem, apparently if you don’t have one then it opens up to delivery slots, All the loyal long term customers with a smart pass are at this time disposable, a previous reviewer had her’s cancelled, but still managed to get on Ocado site and without a current smart pass it offered her delivery slots at her leisure, OCADO ARE A DISGRACE.”

Helpful Report

Posted 4 years ago

“I have been a smart pass holder for many years and have always been happy with their service. Since the Covid19 crisis this has changed. I am over 70 and a Cancer patient, also one of the 1.5 million the Government consider at extreme risk. I have been unable to get a delivery slot for several weeks now and despite trying to contact Ocado by email have got absolutely Nowhere! They don’t respond to emails their chat line is down, and their call centre do not answer. Despite paying for a smart pass I now have to pay Sainsbury’s for delivery. If Sainsbury’s can manage to operate under these condition why can’t Ocado!”

Helpful Report

Posted 4 years ago

“I have been using Ocado for many years and all in all I had been content with the service that they have been providing. That is to say up until recently. As per the previous messages, I too have been trying to get on the delivery que which were at one stage in thousands, lodging on at 2am etc etc. I am LIVID, that I have not still been contacted to arrange a priority slot. I have had cancer twice, intensive treatments, pneumonia and I do fall under high risk, vulnerable group. I have been self isolating for over three weeks due to the corona virus with no means of going out or having someone deliver anything to me. I have contacted numerous people via email at Ocado. To this day I AM STILL WAITING TO BE PUT ON THE PRIORITY LIST SO THAT I CAN HAVE A DELIVERY> They refused to change my address location as I moved away from London to try and safe guard myself and now I am left with no delivery. ABSOLUTELY LIVID AT THE UNPROFESSIONAL WAY THAT THIS HAS BEEN HANDLED BY TIM STEINER THE CEO AND ITS STAFF AT OCADO.”

Helpful Report

Posted 4 years ago

“I have been using Ocado for many years and all in all I have actually been happy with their service up until recently. I do fully appreciate that all supermarket deliveries are facing challenges with the current corona virus situation. However, I am absolutely livid beyond words that as a cancer patient who also has had pneumonia, being considered a high risk and vulnerable, I am STILL after three weeks of waiting in self isolation with no means of going out to collect or have someone deliver, I am still waiting for them to put me on their priority list for online home delivery !!!!!!!!!!!!!!!!!!! I have tried logging on at 2am, waiting up until 11pm all different ways to see if I could get on. To this day, I have not and I am still waiting. OCADO, THIS IS NOT ACCEPTABLE AT ALL.”

Helpful Report

Posted 4 years ago

“I'm really not sure how Ocado are getting any positive reviews, I have not been able to book a slot for weeks, I try in the middle of the night, refreshing on a regular basis I have been a customer pretty much since they started and have a smart pass yet at times have been in a a queue for 197,000+ and still no slot, not even the "one a week", we self isolated long before the lock down so had minimum back up when the whole stock piling went on. If you are lucky enough to get the deliveries, good for you, I hope they are genuinely prioritising vulnerable people......but from this website it doesn't look like that are achieving that. Management are quite frankly shambolic in terms of how they are treating long term loyal customers, when the fire happened at Romsey depot we made sure not to order too many slots in case of overwhelm and to support as best we could once back up and running. So Ocado where is your support for us? along with other loyal customers I will after this has settled be no longer paying for a pass nor supporting Ocado, I will be prioritising my local distributors who have kept us going.”

Helpful Report

Posted 4 years ago

“Oh dear what a mess as a reserved smart pass customer for 5 years and in my 70 you have let me down very badly I can’t get a delivery for two weeks now so that is no shopping for Easter . You have really confused me with why you have stoped reserved smart pass I always had great praise for Ocado but now you have just let me and a very lot of people down .”

Helpful Report

Posted 4 years ago

“I can only echo other comments here. As an 'Ocado Reserved Smart Pass', I pay for a weekly slot. Until last week, despite reductions in availability of stock and hours in a virtual queue (chose a good TV programme to watch while waiting), the deliveries had worked, and the drivers remain wonderful. But what a difference now, a badly worded email telling everyone that they are only allowed a slot every 10 days and that Reserved slots are broken. As a long-standing loyal customer, I get priority to the website - whoopee, but only to find that there are no slots whatsoever. So, I will go out and add to the queues in supermarkets and go out more than I need to which directly contravenes the Government's request. Ocado as on line specialist of whom I used to recommend to friends and sing the praises of, has simply lost the plot. The whole company is broken and the communication from the CEO and others, shocking in their lack of empathy and false promises made. No online chat available, emails not answered and phones switched off. Putting your heads in the sand? Nothing but greed. Ocado, you should be ashamed of yourselves. I will be looking for a refund of my smartpass and take my custom elsewhere. I pity M&S; this cannot be the partnership that they envisaged!”

Helpful Report

Posted 4 years ago

“My daughter has been an ocado customer for quite a while. She is on government vulnerable list as she is disabled yet still cannot get a slot. Unfortunately we are too old to shop for her. To say that I am disgusted with them is putting it mildly. I hope she finds somewhere else to shop in future.”

Helpful Report

Posted 4 years ago

“Stop taking the up front delivery charge for deliveries we can't get. After all the frustration and asking for cancellation, the last straw is a chirpy email declaring you have successfully extracted some more money from me. Shame on you.”

Helpful Report

Posted 4 years ago

“As like others been a Smartpass customer for years and pay monthly. Ocado has : Closed the app Cancelled ALL my slots Not refunded me Closed customer service phone line Closed customer service chat line Closed customer service email Drivers show up anytime they want (that's nothing new) I am sure when this Pandemic is over they will CLOSE as any customers will leave them. The other supermarkets online carry on serving their existing customers. Just disgusting treatment by Ocado! They should be ashamed. vBk”

Helpful Report

Posted 4 years ago

“No help at all in current situation. Smartpass, reserved, 15 year customer. No slots, so left stranded as if we had never had online.our daughter has Sainsbury’s- what stars they have been! Ocado didn’t even let us know.”

Helpful Report

Posted 4 years ago

“You’re lucky, I’m a smart pass curstomer and I’m allowed one slot every 14 days from now on.....?”

Helpful Report

Posted 4 years ago

“Having been with Ocado for many years and paid for Smart Pass, I - clearly along with many other customers - received an email tonight letting me know that they were suspending my regular weekend slot and changing me to a slot every ten days also preventing me seeing slots on either side of booking made. I will be able to see slots seven days ahead of time. Given that next weekend is Easter and the end of Lent, I expect to see no slots available and this will mean that the Ocado customers who were off the streets during this COVID 19 crisis will now be joining the crowds outside supermarkets - how does that fit in with the Government request? I am disappointed with Ocado and will be voting with my feet - I suggest everyone does the same and remind them that the customer is the king and not them.”

Helpful Report

Posted 4 years ago

Ocado is rated 4.1 based on 2,622 reviews