Name: Ocado
Address: 3 Bishop Square, Hatfield
Rating: 4.05

“Disappointingly very poor customer service. Did not deliver groceries and yet still took money from my bank account and even sent message to my online account that it had delivered that day! When I sent email to customer services to say that I had not in fact received any delivery, they said it would be looked into, but never heard back from them. Waited for 1 week and wrote back to them to complain - they said they would refund the money that was taken from my bank, which took nearly another week to reach my account. Would not recommend using this service again.”

Helpful Report

Posted 5 years ago

“We've used Ocado for our weekly shop for years but won't be doing that ever again after learning of their plans to build a distribution depot right next door to local primary school and park. They even tried to sneak planning application through over Christmas when they thought nobody was looking. "Our goal is to become the UK's most environmentally-friendly supermarket". Yeah right. Don't believe their green-washing nonsense.”

Helpful Report

Posted 5 years ago

“I booked a slot for today between 8.30pm to 9.30pm. I received an email around 8.40pm to tell me that the driver was not able to deliver me. It's the second time in 1 month I have the same problem. I was home, the driver did not ring on the belt, not call me and probably not come!! When I call the customer services 5 minutes later I received the email, the first person tell me that the driver already back and will be not able to back in my place ..... wouahhhh I understand now I did not received it ...it's raining today and the driver back home early waouhhhh! She ask me if the driver call me and if my door is black ...as I tell her my he not called me and if he see a black door it's because he probably never come in my place ...any way The only solution she suggest me have the delivery tomorrow between 9 and 12 in the morning and was surprise when I said ...no I'm working at this time... I ask to speak for the manager, the manager confirm to me that the driver already back ...great to know that because it was 9pm ...so 30 min before the end of my slot ...I guess the driver back early because it was raining))) Any way ... It's the second time for 1 month ...the delivery service is more and more bad and the manager of the customer service tell me that I don't need to write a coment about that in the social media because he also the manager for the social media of ocado wouahhh that great for customers paid for servuces they do not have.... wouahhhh..any way ...I would like don't give star but the minimum is 1 star ...”

Helpful Report

Posted 5 years ago

“Half my delivery didn’t arrive after a rude man threw bags in my back door. Customer service offfered 3 hour slot for redelivery next day & £20 off next shop. Never shop with this company again as no compensation for all the inconvenience & stress from their mistakes.”

Helpful Report

Posted 5 years ago

“I have been let down and messed around too many times by Ocado to continue using their service. Food has turned up a full two days late on occasion and today the driver phoned to say he has my food but has finished his shift so he's taking it back to the depot. I had to call customer service who couldn't do anything for me. I have people coming for dinner today and tomorrow and I had taken an hour off lunch to receive the delivery. It is beyond inconvenient and incompetent.”

Helpful Report

Posted 5 years ago

“I booked my Christmas slot when they were first released. I made an order which I edited twice this week. I checked out (definitely!) but had an email saying a needed to check out. As soon as I received that email I went back and checked out but Ocado are delivering my original Christmas order. Our circumstances have changed since I made the first order which is why I edited it this week. Customer services were unable to help and suggested I just send back what I don't need. But this still leaves me with the problem that I now have 2 days before Christmas in which to do my Christmas shopping. There seems to be a problem with the online processing here. What's worse, is that if Ocado are delivering my original order which they have had for weeks and weeks, how come there are substitutes carrots (at nearly double the price) and apparently they don't have any butter at all as that was just missing, not substituted. I'm so annoyed about this. I carefully planned all my Christmas shopping fully expecting that after the delivery of my order this evening I would be 100% finished for Christmas. Instead, I have been out to the supermarket where there is no parking left, and the shelves are emptying pretty fast. To be fair to Ocado they have refunded the difference in the carrots I ordered and the ones I have been allocated. But still no sunstitution for the butter? I have lost faith in Ocado now, and I don't find them reliable as I once did. I asked for my smart pass to be cancelled and told Customer Services I'll be reverting back to Tesco. As a gesture of goodwill (?) they sent me a five pound voucher off my next shop with Ocado. Cheeky? Or just plain rude? Anyway, it makes me think they won't miss my custom. I have the unenviable job later, of sifting through all the bags of shopping on the doorstep, from Ocado returning all the things that were not supposed to be delivered to me.”

Helpful Report

Posted 5 years ago

“Never used ocado but that doesn't stop them knocking on your door at stupid times on a Sunday morning, despite him driving into a signed residential street, he's not even delivering to.”

Helpful Report

Posted 5 years ago

“I do not get how you are a delivery service and I Can not get my delivery on time !! This is the fourth attempt at getting my order delivered from Ocado . They keep cancelling my order and blaming it on “roadworks”. I have had to now order from Tesco and they got to my apartment just fine and on time! DO NOT ORDER FROM THEM , they will waste your time . I will happily order from Tesco from now on as it’s cheaper and they actually deliver !”

Helpful Report

Posted 5 years ago

“Absolutely the worst service possible. I have booked me delivery for Friday morning between 6:30-7:30am. The driver called me saying he is in front of my door. I went to open the door, but the driver wasn’t there, so obviously he got into a wrong address. After contacting ocado customer service, who was extremely arrogant and unhelpful, they have tried to contact the driver but he was nowhere near my address, so he couldn’t deliver for the agreed slot. We have agreed on the evening delivery between 6-9pm, that’s the slot they have offered me. Guess what???ocado didn’t bother to turn up....so they have cancelled my order. Very disappointing experience!”

Helpful Report

Posted 5 years ago

“Absolutely the worst service possible. I have booked me delivery for Friday morning between 6:30-7:30am. The driver called me saying he is in front of my door. I went to open the door, but the driver wasn’t there, so obviously he got into a wrong address. After contacting ocado customer service, who was extremely arrogant and unhelpful, they have tried to contact the driver but he was nowhere near my address, so he couldn’t deliver for the agreed slot. We have agreed on the evening delivery between 6-9pm, that’s the slot they have offered me. Guess what???ocado didn’t bother to turn up....so they have cancelled my order. Very disappointing experience!”

Helpful Report

Posted 5 years ago

“My order was cancelled at the last minute with no explanation. I then reordered for another day. During my slot had a missed call and called back but no answer. The driver cancelled my order and I have now been charged £80 for perishables. I called customer services and they have advised that it’s too bad!”

Helpful Report

Posted 5 years ago

“Terrible Service! Ordered for the first time. On arrival the driver informed us all of our fridge items have not been put on the van. Driver did not apologise and just shrugged his shoulders and said he would have to refund us the items not there, about a quarter of our entire order. I said that wasn't good enough because we needed these items. Told the driver i would make a complaint, to which he responded 'do what you like' and walked off whilst still talking to him. Driver was rude and confrontational. Will now have to go shopping to buy all the missing items from someone else. Completely defeats the point of having our shopping delivered in first place. Will not be using ever again!”

Helpful Report

Posted 5 years ago

“My shopping was supposed to arrive from 7.30 to 8.30pm, now it's 10.10pm and I'm still waiting. Hopefully nothing will defrost in the meantime, during transport. I won't use ocado anymore.”

Helpful Report

Posted 5 years ago

“This is more about the way your drivers drive I have just been followed some 3 or 4miles and the driver was nearly in my boot most of Time when he did hang back he would then come flying up behind me very intimidating”

Helpful Report

Posted 5 years ago

“I've been a customer for 5 months ordering from Ocado every week until today. I came back home early from work to pick up the delivery in 7-8 PM delivery slot. To my surprise at 7.03 PM I received an email saying that I missed the delivery, completely confused tried to call the customer service at 7.04 PM but all lines were busy so I decided to respond to the email asking if it was a mistake or miscommunication since there was definitely no delivery. The customer agent whos name was Jeremy responded with a passive-aggressive email about them calling me 4 times and not being able to reach me or access my building, trying to contact me several times through intercom, etc.. (All in 2 minutes lol). Basically he told me that it was my fault I'm going to be charged for a missed delivery and that I am lying that I was at home. I panicked a bit and went to check with my building concierge if there was anyone waiting but he assured me that no Ocado delivery guy was in or next to the building in the last half an hour. I tried looking for a 'missed delivery card' which they leave in case of missed delivery and provide the time that they were there, but wasn't able to find it anywhere, checked my mailbox, checked with concierge, nothing. Contacted customer support again but they told me that 'it's due to my fault and they followed their procedure, therefore I will be charged' and again accused me of lying that I was at my own home. I asked if we can find a solution but he stopped responding. I tried calling again but was on hold for another 40 minutes. As I understand there was some sort of miscommunication and my delivery for some reason didn't arrive, I am not accusing them of lying, maybe there was an error, maybe the delivery guy entered a wrong flat number and tried to call someone else, it was dark outside. But I contacted you guys to resolve a problem, find a solution and asked for help and all you did was accuse me of lying and told me that I will be charged for the missed delivery and that it was my fault. Why not help me, why would you accuse me of lying? I was just asking for a redelivery. Awful customer service, no champagne bottle or 'free delivery for 3 months' can make up for customer service like that, will never ever use this company I will make sure that none of my friends and family use it.”

Helpful Report

Posted 5 years ago

“Will not be using them again a friend revered me and we was to get £40 off between us and 12 month free delivery I've not received my £20 off and I've only got 3 months delivery free sorry some good things on the sight but no thanks”

Helpful Report

Posted 5 years ago

“The driver’s actions were revolting. Simple. When i got in touch with customer service they literally had nothing to say or show ownership and an appreciation of the disgusting behaviour of the driver their company employs.”

Helpful Report

Posted 5 years ago

“Having been a loyal customer for many years, with a minimum spend of £500 per month I was appalled at being charged £9.99 for delivery on 23rd December. The customer service team were not prepared to waver the charge when I expressed my disappointment of not being respected as a long standing loyal Smart Pass customer! I asked to speak to a manager in the hope that they would empathise and appreciate my custom - But no!! I have cancelled all orders and the Smart Pass and will no longer shop with Ocado on principle! Such a shame that Ocado's customer service so dreadful.”

Helpful Report

Posted 5 years ago

“Sent you the following: Just to let you know that your on line business is probably the most difficult I have ever had to deal with. For some reason I am unable to purchase anything on line. I believe that at some point in the distant past I just might have purchased something from you, but can’t remember when. In the last 25 years I have only had three UK addresses. One of them was a temporary address but owned by me, used for vacations whilst in the country, in Canterbury. We NEVER used Ocado whilst at that address as we had supermarkets within a couple of minutes of the house. At the other address in Canterbury I do not remember ever using any grocery delivery service as we passed Sainsbury’s several times each day. Whilst living in Faversham at ME13 7JE I do recollect using a delivery service a couple of times whilst I was very ill even though two supermarkets were within minutes of walking. It might have been you. However, that would have been years ago. I tried to do a new account, but it wouldn’t allow that even though I would be using my own debit card. I tried to recover my password to be sent to my own email address but it wouldn’t do that because I don’t have this mysterious post code at which I have never lived. Does that mean that, unless I make a new email address, specifically for Ocado - which I may well forget in the future - I can never purchase from you again? If this is the case I intend to make it known publicly to everyone not to forget all their postcodes for the last 25 years - difficult if you move a lot - otherwise they can’t use your service. I am totally fed up and disgusted with your service which could not be resolved by online chat and no one called me as requested, and promised, within the hour.”

Helpful Report

Posted 5 years ago

“I have been a customer of yours for many many years and your service has always been amazing, accept for today. A member of your staff, the delivery driver Martin in the Harrogate are was extremely rude on the telephone. I ordered a delivery for this Saturday, I received the delivery texts and email receipt as normal, and about half an hour before the order was due for delivery, your driver Martin phoned and asked if he could call early. I agreed and he said he would be with me in 5 minutes. 5 Minutes came and went, as did 10, 15, 20. 25 and 30 minutes. Worrying that something had happened to him i called him back and asked if everything was ok as he said he would be with me in 5 minutes and that was ages ago. He laughed and said, oh, I meant to ring somebody else, not you, got to this womans house, offloaded all her shopping, knocked on the door and she said oh you're 3 hours early, why didn't you call? He asked me who I was, what address my order was for and offered no apology for ringing the wrong number, just went on about the roads causing a problem . Ringing the wrong number happens, so I just asked him how long he would be with my delivery and he told me straight out that the roads are being closed and that he needed to work out a route to see if he can get to me, that he would phone back in half an hour and he'd let me know or I can phone the call centre. I explained to him that I am disabled, that I am unable to get out and that not only did he have my food but he had my dogs food onboard too for delivery and was there anything he could do to ensure that I got my order?. He instantly became offensive and stated that if I was going to give him grief then he would cancel my order right now and that I could go without!! I was told to wait for half an hour and he would call me back, and to live with it! Horrified, I ended the call and phoned your customer service centre who were actually wonderful. I was in tears by then and explained the situation to a wonderful man, who was very kind and helpful and rebooked my order for the next day. Would you please find out who it was I spoke to and thank them please? He will verify that your driver had brought me to tears with his attitude. About 20 minutes later your driver Martin phoned again and said he was cancelling my order as he couldn't get to me. I explained that I had spoken to your call centre, and also that I had put in a complaint about how rude he was on the phone. His response was 'yeah, get in quick why don't ya!!' His attitude is appalling, and is nothing akin to the usual drivers that you send out. I told him that he actually brought me to tears and he couldnt care less, he just continued having a go at me, I managed to get him to stop by saying that the call was being recorded ( although it wasn't) and he instantly he changed his attitude and started to apologise. Please could you ensure that this driver is dealt with as I will not be ordering from your company again if he is going to be delivering it.”

Helpful Report

Posted 5 years ago

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

Ocado Reviews