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

“I cannot really fault the online ordering, delivery or products. I would have rated at very good if there was not a problem with packing (heavy items on top of fruit, veg or delicate items sometimes). However, refunds are usually available if goods are damaged.”

Helpful Report

Posted 9 years ago

“Ocado is a first class online grocery shop. Everything is always fresh and if ever you have a problem their customer service is next to none. I highly recommend ocado and and believe they deserve all five stars!!!”

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Posted 9 years ago

“I have to say the service is outstanding but if you have a problem for any reason it is resolved effortlessly. Also the online store is the pick of the bunch”

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Posted 9 years ago

“i joined Ocado at the start.My husbands firm having something to do with the integration needed to set up their first website.He asked me to 'trial it'.I have been a satisfied customer from day one.It has simplified my life ,despite Waitrose opening a store nearby 8 years on I have found Ocado competitive ,their staff always responsive and helpful.It is difficult to reach Ocado by phone but most problems can be resolved online.Love the flash sales.”

Helpful Report

Posted 9 years ago

Gosh Jacky, it saddens us to hear that you've been unable to get through to our lovely Customer Service team via telephone, we're really sorry for any inconvenience and frustration that has been caused as a result. We're pleased to hear that you've been able to get them sorted out online though. We'll get your comments passed on to our management team to see how we can better improve the service in this area. Apologies gain for any disappointment caused and hopefully you'll see an improvement in the future.

Posted 9 years ago

“I love the fact I can get next day delivery. The drivers are always very professional and friendly and 99% of the time my deliveries are on time. Occasionally food items arrive squidged or broken like eggs. I'm not sure if this is rough handling by the drivers, or poor packing at the depot. It's frustrating as this never happens with Waitrose. That said if you complain Ocado always refund the squidged item no questions asked. Quite often full size samples of products I haven't ordered are dropped in free with my shopping. This has introduced me to new products I might not otherwise have seen or bought. Overall all very reliable”

Helpful Report

Posted 9 years ago

We're pleased to hear that you like that next day delivery Yasmin, and it's fantastic to hear that all of our drivers have been friendly & helpful as we like to go that extra mile to make sure that you have a wonderful shopping experience. It concerns us to hear that you've received a number of damaged items in your shopping as this we're always try to ensure that your shopping is delivered damage free. We'd like to get this reported back to our Warehouse team so that we can try our best to stop this from happening again in the future, please can you email ocado@ocado.com with www.reviews.co.uk in the subject line.

Posted 9 years ago

Thanks for contacting us Yasmin, we're so pleased to have been able to help resolve this issue for you. Please do get back in touch with us if we can help any further and we hope you continue to enjoy your time shopping with us!

Posted 9 years ago

“Ocado provides an excellent timely delivery service of quality products. There is a good choice of Branded, Waitrose and own Brand products. I love the imported products, especially the range of Italian and South African Brands. It also provides good value for money vs shopping in the local supermarket with the price matches and the deals. I would prefer if the price match vouchers were applied automatically to your account rather than the voucher system which I always forget to use. I have been a customer for many years and still think it cannot be beaten for choice quality and value for money.”

Helpful Report

Posted 9 years ago

Hi Susan, we hope that you're well today. We're delighted to hear that you've been loving the service as it makes what we do that much more enjoyable. We can understand how frustrating it can be when you've forgotten to add your Low Price Promise voucher as we've been in the same boat before. We'd like to thank you for your suggestion about the voucher being added automatically for consideration. We hope that you continue to enjoy and if you do have anything else that we can improve on we'd love to hear about it. You can email them to ocado@ocado.com.

Posted 9 years ago

“I have tried numerous online groucers but no one comes close to Ocado. The website is easy to use and fresh goods have a useful minimum life guarantee. They have a comprehensive range of products and offer hourly delivery slots. The drivers are courteous and in all of the years I have been shopping with Ocado they have hardly ever been late.”

Helpful Report

Posted 9 years ago

“Nearly always on time, with all items ordered and very pleasant and helpful drivers.”

Helpful Report

Posted 9 years ago

“Your drivers are friendly, polite and pleasant. I always enjoy shopping with Ocado. Please take a little bit of more care when packing. Pots of yoghurt and cakes were upside down and slightly squashed, a box of plastic freezer bags was completely flattened underneath a box of 12 cider cans and so on. That would be great if l could happily order trifle from Ocado with confidence which I dare to do right now. Thanks so much.”

Helpful Report

Posted 9 years ago

Gosh, it's very concerning & worrying to hear that you're shopping has arrived in this condition as this is not the level of service that we'd expect you to be receiving from us. We'd like to take a further look into this for you and get it reported back to our Warehouse team so would be appreciate it if you could message us via ocado@ocado.com with www.reviews.co.uk in the subject line.

Posted 9 years ago

“Fantastic service. One hour slots. Drivers always polite and on time. Few substitutions. The monthly pass is great value.”

Helpful Report

Posted 9 years ago

“Deliveries are always on time, the delivery drivers are professional and courteous and if there is ever a problem with an item it is quickly remedied. The quality of the fruit, vegetables, meat and fish in particular are of a very high standard. I have been a customer for over 10 years during which I have always relied on Ocado's great service.”

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Posted 9 years ago

“I love having my shopping delivered by Ocado as I do not miss taking the time to go to the supermarket, go through the tills, pack up my shopping, load the car, unload the car and put away the food! I am amazed that I never seem to see the same Ocado driver twice (and I have had deliveries for over a year now) but every one of them does a great job. They are always really polite, helpful and happy :0) I have been really pleased with the quality of all my purchases which includes fresh meat, fresh fruit and vegetables. Unfortunately the only bad mark I need to award is for some severely flattened hot cross buns I received last night - they didn't take too kindly to being placed under the bag of potatoes! But I can forgive this minor error which has been the only one of it's kind in over a year of deliveries. Keep up the good work Ocado!”

Helpful Report

Posted 9 years ago

We're pleased to hear that you've been enjoying the overall service & we can bet that you don't miss the trips to the shops as we know how much of a nightmare they can be Jill. It saddens us to hear that we've lost a mark for having delivered flattened hot cross buns as this is not the level of service that we'd expect. If you can email ocado@ocado.com with www.reviews.co.uk in the subject line so that we can get this reported back to our Warehouse team.

Posted 9 years ago

We're so glad you emailed us Jill and we've now been able to resolve the issue for you. Do get back in touch if there is anything else we can help you with. We hope you're having a great day!

Posted 9 years ago

“I do try other online grocery delivery services when they have especially tempting discounts, but none of them comes close. And I'm convinced that if you focus on specials and flash sales, you can actually come away with a smaller bill in the long-run as well.”

Helpful Report

Posted 9 years ago

“overall service is excellent. Veg standard has decreased recently but overall product availability is good.”

Helpful Report

Posted 9 years ago

We're glad to hear that you've been enjoying using our service Christina, but we're really concerned to hear that the standard of the Fruit & veg has decreased. We're very sorry for any disappointment caused to you as this is never our intention. We'd like to take a further look for you if you could email ocado@ocado.com with www.reviews.co.uk in the subject line with more specific about the problems you've had with this and we'll get this reported back to our Food Tech team.

Posted 9 years ago

“Pleasant, did everything I asked (and wiped his feet) no fuss, no time wasted thank you”

Helpful Report

Posted 9 years ago

“Excellent service and helpful drivers”

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Posted 9 years ago

“Driver/deliverer always extremely helpful and polite. Ordering online is very quick and easy, very few substitutions need to be made. Overall a very reliable and excellent service.”

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Posted 9 years ago

“Easy to use website, great selection of products (including small and specialist brands) and reliable delivery service (with friendly/nice delivery drivers). I am time poor and use Ocado a lot, 99% of the time everything works well, on the occasions when it doesn't Ocado are very good at putting it right...without a fuss.”

Helpful Report

Posted 9 years ago

“Cannot fault Ocado, customer service staff excellent., if I have ever needed to contact them, which is rare not often as very rarely there is a problem Drivers always polite and courteous”

Helpful Report

Posted 9 years ago

“Excellent website. Delivery on time. Very pleasant drivers.”

Helpful Report

Posted 9 years ago

Ocado is rated 4.1 based on 2,626 reviews