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 always recommend Ocado. We rarely have issues and the drivers are all very helpful and prompt. The quality of fresh produce can't be faulted and the range of items is very good too. Prices are competitive. Ocado has made my life a whole lot easier!”

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Posted 9 years ago

“Best home delivery service by far. Got fed up with the others not sending half the stuff I ordered, but Ocado tells you at time of placing order whether it's in stock. Delivery slots are convenient and the drivers friendly. The quality of their own brand items is superb. Only downside I can think of is the limited delivery area. Please, please extend your availability to Dorset!”

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Posted 9 years ago

“The main fault with Ocado is the way it is packed. Mango with 2 cartons of juice on top. Result a very messy mango. Why not put 2 items of same product in the same bag? Often have cleaning materials in with fruit or veg. The drivers tend to bring in as many bags as possible at the same time ,resulting in ready meals squashed to one side of the tray or crumbled tarts. Have stopped buying the latter. Go to M & S for anything like that. Can it be possible to buy fruit and veg in how many shopper wants. Not in prepackaged amounts. Tesco can manage it. So come on Ocado”

Helpful Report

Posted 9 years ago

Hi Angela, It's such a shame to hear that you have been having issues with the packing of your orders of late, and we can understand that this must be very inconvenient & disappointing. It's also concerning to hear that you have had cleaning products packed in with your other food items. Your drivers should always be bringing your orders to you in the red delivery crates to prevent any such damages to your order. If your future drivers do continue to deliver without these please do let us know. Sadly due to the way our warehouse picking and packing system currently works, it's not possible to sell loose fruit & vegetables. If you haven't already requested a refund for the damages from your orders, or contacted us regarding the poor packing of your order, please do email us at ocado@ocado.com, and we can look into this for you. Once again our sincere apologies for any inconvenience caused and we do hope that you continue to enjoy shopping with us.

Posted 9 years ago

“Having been a customer for 12 years, it has been rewarding to watch the way Ocado has continuously improved the on-line shopping experience. Keep it up!”

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Posted 9 years ago

“I've been shopping online for groceries for about ten years. I have nothing but praise for Ocado. Carefully picked groceries, great range of products to choose from, easy to use ap, professional drivers that actually seem to like their job and an amazing customer service team that resolves even the tiniest of problems pronto. No, not all online retailers are as good. I know this because I switched to Ocado after receiving cat food as a substitution for chopped tomatoes, badly damaged items, half of the delivery missing and a driver shrugging it as " these things happen". Yes, these things happen, we're humans after all. It is how you deal with the problems that matters to customers.”

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Posted 9 years ago

“overall very good. my only complaint is the packin of items in the bags,so often soft fruit etc is packed with milk or water bottles and crushed,even salads etc suffer the same treatment.”

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Posted 9 years ago

“I've been an Ocado customer for many years. I am very happy with the service provided and the ease with which I can place an order. There is hardly ever a time when substitutions are made or items are missing. I also like the one hour slots and that I can get my delivery very early in the morning.”

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Posted 9 years ago

“I have been very pleased with Ocado over the years I have been using them. They deliver when they say they will and the drivers are very pleasant and professional. I would willingly recommend Ocado to anyone who is thinking of a home delivery, mainly because the food is fresh as it does not come via a supermarket shop but is delivered direct from the warehouse.”

Helpful Report

Posted 9 years ago

“What we like is that we get a call to see if they can deliver early and also when held up. Most drivers are friendly and would take the shopping to where ever we need it. We also like the items separated into Freezer/Cold/Cupboard etc. What we don't like is the use of too many bags (there maybe 1 item in a bag) and the placement of heavier items on soft or fragile items.”

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Posted 9 years ago

“I am very pleased with the service I get from Ocado - it is really a very reliable way to shop. The deliveries have been within the one hour scheduled slot every time I placed an order, except the one time the whole of London was disrupted by the Marathon. Very rarely is an item ordered not in stock and on those occasions, the replacement is generally acceptable. I would just like more choice and information on fresh products, especially meat - more choice between free range and organic and better information about eg. is the chicken hormone free etc.”

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Posted 9 years ago

“Product range is good,prices fair. Drivers are always polite and helpful.”

Helpful Report

Posted 9 years ago

“We are house-bound and thus depend on Ocado. Range of products is good: most deliveries are on time, but when not this makes severe difficulties for us and drivers rarely warn about delays. The main problem is the 'bagging' - often incompatible items are put in the same bag ie breakables with heavy/lumpy objects causing breakage/ leaks etc involving us in difficult clean-ups and claiming refunds for items we needed immediately. Clive Foxell”

Helpful Report

Posted 9 years ago

Hi Clive, we're really sorry to hear that your drivers have not been contacting you regarding delays to your orders, as all of our drivers should be calling their customers if they are going to be delayed for their time slot. It's also disappointing to hear about the damages in your recent orders, especially as you have been left to clean up a difficult mess. If you can email us at ocado@ocado.com, we can look into this further for you. Once again our sincere apologies and we do hope that your next order is much more satisfactory.

Posted 9 years ago

“Reliable friendly deliveries . Good selection of products and offers”

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Posted 9 years ago

“Always on time and very friendly drivers. If there is a delay i always get a phone call. Not always packed sensibly but I would recommend Ocado. I have been a customer for over 5 years.”

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Posted 9 years ago

“I have been shopping with Ocado for about 5 years and would not go anywhere else. They have a wonderful selection, long dates on perishables, friendly and helpful drivers and efficient customer service. The web site is easy to use and I love that I can do my weekly shop in 10 mins and add to it until the night before delivery. Ocado gives someone who lives in the country the ability to purchase things only available in large cities.”

Helpful Report

Posted 9 years ago

“We've been with Ocado for over 10 years, since they first started delivering to our district. We now regard them as part of our lives and can't imagine life without them. We have occasionally tried others (Waitrose, Sainsbury's, Tescos) but none of them are a patch on Ocado for great customer service and quality products at a reasonable price.”

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Posted 9 years ago

“The simplest way I know of getting my weekly shop. Substitutions are rare as are not being able to provide what I wanted. Van drivers ALWAYS courteous, smiling (despite the traffic!!) and helpful. Can't recommend it too highly.”

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Posted 9 years ago

“OCADO are very reliable and punctual. There are rarely any substitutions and all fresh products come with a good use by date. Prices are competitive and the customer service excellent.”

Helpful Report

Posted 9 years ago

“Delivery is great - always on time with very friendly and helpful drivers. Choice of products/offers is also great; as is the website, which is quick and easy to use. I find it good value too - I don't find it any more /less expensive than other supermarkets generally. However, the 'normal' rating is because I haven't seen much improvement in the dreadful packing, despite constant reassurances. Tins are dented, fresh fruit and veg are just thrown into the bags and heavy items are still often put on top of delicate ones. Raw meat / fish is also still included in same bag as fresh fruit and veg. Again, despite the reassurances that the packaging won't leak, I wouldn't expect anyone to really want raw chicken to put be upside down on to fruit. Because of the above, I am now much more careful about what I order from Ocado. If changes did actually happen then I would definitely buy everything from Ocado, but until these issues are addressed (and I know of other people who feel the same), then Ocado run the risk of shoppers returning to the supermarket and packing themselves. I am always really embarrassed when I am told by Customer Service that the packers for me will get more training. I wonder whether Ocado management have looked at what is being expected of your workers in the time given? Such a shame as it ALL could be so much better so you do actually fulfil that promise you claim you want for customers - great customer satisfaction.”

Helpful Report

Posted 9 years ago

Hi Elizabeth, Thanks for taking the time to review us. It's a shame to hear that the packing of your orders has not been up to a good standard. We do have regular meetings with our suppliers and warehouse managers regarding our packing processes, and we are always looking into ways on improving on the packing of orders. With regards to the packing of meat with other items, we have 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 are 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. Should the packaging of any product be punctured or compromised in any way, please contact us so we can investigate the issue. We will however pass on your comments and feedback regarding this. Once again our apologies for any inconvenience caused and we do hope that you continue to enjoy shopping with us.

Posted 9 years ago

“Delivery always ontime with very courteous, helpful staff. Good choice of items from an easy to use site.”

Helpful Report

Posted 9 years ago

Ocado is rated 4.1 based on 2,626 reviews