Ocado Reviews

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

4.1 Rating 2,634 Reviews

77 %

of reviewers recommend Ocado

Company Reviews

Questions

Metrics

4.1

Based on 2,634 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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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

“First time I’ve used them , their site was a bit difficult to navigate …I’m sure I’ll get used to it ,that apart .. informed me well throughout the process , the delivery driver was excellent , very pleasant , informed me about everything Ocado , I use them again just because of him …. What a pleasant guy , made my day”

Helpful Report

Posted 3 years ago

“Don’t even get me started so I was a new customer I had my first order which the food was lovely mostly M&S food you can’t go wrong then, then they thought they would take a z2nd payment from my account they call it pre authorisation. I never authorised this, they stole my money. They had my custom now they have lost it. Make sure you read reviews before you even think about purchasing from here. They will Rob you. I will be reporting them name and Shame on social media”

Helpful Report

Posted 3 years ago

“This company robs customers. They charge per slot and the slot is free. They charge for more bags than they delivered. Be careful and check everything!”

Helpful Report

Posted 3 years ago

“The website is rubbish- takes so long to load up your item, update your basket, do any search! You spent all this time trying to get your items added to the basket just to get the message that they are not available for a delivery anyway!!!! And it’s always the same items week by week month by month! I have tried to contact customer service number of times about it but being told that it’s is how it is. Seams like they don’t stock up items which are out of stock and do NOTHING about updating there website to regular that. And as said the website is so slow it’s like a lifetime to do any shopping with them. Only plus was about delivery - very nice on time service”

Helpful Report

Posted 3 years ago

“Ocado offer fantastic service and food deliveries. The delivery is on time and in carrier bags making it easy to unload. They take the carrier bags back and refund you for them. The drivers are very polite and friendly. It's nice to have a mix of M&S and Ocado offers delivered 10/10 thank you”

Helpful Report

Posted 3 years ago

“Good web site, easy to use”

Helpful Report

Posted 3 years ago

“Ocado took £143 out of my bank account illegally. This results from an order that I was meant to have received last November which I didn't. So a year later without my authorisation and also a dispute that I raised in January they stole from me. I had shopped with them for years and there had never been any issue. Now I have been trying to get my money back I was told 28 days ago that I would receive my money back by today, no chance they've been giving me the runaround all day on the phone. DO NOT shop with them! Just another example of GREEDY businesses who pray on vulnerable people”

Helpful Report

Posted 3 years ago

“Having substitutions is the norm and not being able to get any food delivered over Christmas, despite a Smart pass ie can't rely on the service.”

Helpful Report

Posted 3 years ago

“Company used to be really great but i can no longer order. My account was set as inactive, contacted the customer service and been told to make another account. Made another one and after placing my order it's been set as inactive again. My wife opened an account too and after placing the order the account was set as inactive. I won't be buying from you ever again, neither will I tell others about your great service again. You went downhill massively in the past year and I am really sorry given the great quality of your product, the quality of your management is extremely poor.”

Helpful Report

Posted 3 years ago

“Drivers & website very good..(customer service not so much) however the M&S partnering publicised that prices were on par or better than Waitrose... slowly but surely prices have crept up & up (do they think we don't notice!) Waitrose equivalents constantly lower priced! After more than 10 years I'm questioning why I'm still using them...🤔.”

Helpful Report

Posted 3 years ago

“They have the best choice out of all the supermarkets and at a range of prices. I buy free range meat and I can get more here than anywhere else. However often a lot of stuff is unavailable. This is not so bad considering there are so many other options but it can get annoying at the check out. I gave up buying icecream after 8 were unavailable one week. I like the fact I can get free delivery but the drivers are always in a rush. I don't know if they have bad working conditions or are just not given any customer service training. A couple of times they have rang to try and get to me early ( I book the slot I do for a reason) and they just dump the bags and go without any time for discussion. I told one I wanted to return the bags and the last driver rushed off before I could and his response was ,'you have to be on the ball,' It seems there is not an Ocado just for me. couldn't really believe he spoke to me like that. Shame as I love the variety but the drivers with all the others seem much more friendly and polite.”

Helpful Report

Posted 3 years ago

“By week two we had random coordinators from different areas of the warehouse supervising our team. Colegue is diabetic wasn't aware of that as the person didn't wish to share that information but the coordinator didn't mind telling me, followed on by the person has been gone for some time what should I do?? Literally surprised since it's just common sense go look for said person , alert first aid if worried. Another again concerning people with on site issues medically are you first aider , person had no privacy either was all in the office wasn't asked to leave I just did out of respect , said chest pains clearly call an ambulance stepped out. This is to name a few issues. All you would hear is can you just Will you Can you do this , can you do that through out a ten hoir shift being constantly bothered by managers , or coordinators. Some good managers rare to see... The lazy one's hide in the offices , love to walk around every now, then to simply show face. My new manager is passive aggressive, makes me feel uncomfortable. Access to Employee details , photographs are easily obtained and have witnessed another team bring up an employee photo ID for no other reason but to mock. Incredibly unprofessional in terms of how people treat one another at times. Non stimulating Job, you are left sometimes to do the same job for hours I mean repetive actions. After four hours of bagging as an example... Any ocado worker near pick freezer will know what I mean it's really mind numbing , draining. They say progression , I agree only on the premise you are in with the specific people,get on well with them. Employees are just numbers I gave it my all to receive little help. The employee help and support is available after probation. Generic support is given until then , its unfortunate is low level, feels as if your back at school, in trouble. Looks great to begin with, deteriorates. I can see why ocado is rarely able to keep its staff. Pros are - you meet some amazing people local and in some cases make some long lasting friendships. Management are the downfall of ocado. When the CEO turns up there all suddenly about , appear busy. Little does he know or care we had to stay extra to tidy up, put things in order for his arrival specifically to appease the CEO. Things we would not do on a day to day basis. Shame.”

Helpful Report

Posted 3 years ago

“Delivery man just dumped them on the step and drove off no time to ask about return of bags or check contents.I have never known such a delivery.”

Helpful Report

Posted 3 years ago

“Extremely Poor customer service, has gone downhill massively. Had two orders cancelled late in the evening day before delivery due as apparently they had tried to pre-authorise payments (previously they would take payment after delivery). Apparently they do this when a customer has not ordered from them in 90 days (I had previously used them on a weekly basis for several years but stopped due to the lockdown shambles). When raising this issue with customer “support”, they said it’s in their T&Cs to which i pointed out that it is ridiculous to expect an existing customer to a) memorise the T&Cs from several years ago or b) expect them to spontaneously re-read their T&Cs, and that this should have been highlighted very clearly to exiting customers at the time of the order. I also queried why they didn’t pre-authorise at the time I made the order instead of doing it at a random point between submitting the order and day of delivery. Asked to speak to a manager and was refused! Absolute disgraceful service with laissez-faire attitude staff. What happened to you Ocado?! Have deleted account and now will be ordering from Waitrose and have advised friends and family to avoid ordering from a company that doesn’t seem to care less about its customers anymore.”

Helpful Report

Posted 3 years ago

“Wouldn't give them 1 star. Cancel all the time either hour's before or without telling you at all until your shopping doesn't turn up. Used them 4 times and two of these times they cancelled. Never using them again. Overpriced products for the quality and service and leave vulnerable people with no way to get food. I think they forgot most on disability live fortnightly so rely heavily on these services. They don't care they say sorry and I'll relay feedback to stores meantime your searching for other supermarkets without slots for days on end. Im absolutely fuming my bloods boiling. Ocado do not leave your pathetic apology underneath my comment your irrelevant. Stay away people especially if your vulnerable and alone with no help or family. This company does not care at all.”

Helpful Report

Posted 3 years ago

“It was my first delivery this morning and because our house is behind a wall, I waited for the driver and waved. Brendan was so thankful and said "welcome to Ocado", which I thought was a lovely gesture! I will definitely use them again, I'm very pleased.”

Helpful Report

Posted 3 years ago

“Cancelled delivery half an hour into the delivery slot - driver couldn't be contacted. Customer services useless. Food delivered next day - but had been stored badly so packets exploded, some food off, lots of things missing. Customer services were incredibly unhelpful, then condescending then down right rude. Only solution has been to email the CEO. terrible company - who used to be great.”

Helpful Report

Posted 3 years ago

“Food is always of an exceptional standard and as though I have picked it myself. Perishable food always has a long enough life on it. Always lots of offers and the chance to swap what is in the basket for a cheaper version. Excellent customer service, friendly, helpful and professional drivers. All in all, I am extremely happy with Ocado home shopping! Thank you!”

Helpful Report

Posted 3 years ago

“Marks and Spencer items always out of stock. Can’t understand why?”

Helpful Report

Posted 3 years ago

“Despite good quality products e. g. from M&S, I have had to decide to stop using Ocado. They are inexplicably alone among their many rival deliverers in insisting on supplying unwanted substitutes. and not allowing customers to specify "no substitutes". Why? It's a bad policy. The final straw was having to sort through ten plastic bags in the rain (they don't use the more practical trays) to find unwanted substitutes, which have to be rejected at the door. A ridiculous, irritating and finally deterrent policy. PB”

Helpful Report

Posted 3 years ago

Ocado is rated 4.1 based on 2,634 reviews