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

Write Your review

Tell us how Ocado made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

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

“Always on time with there delivery! Not very often that you get missing items. Shopping is always packed with care...... And you save the environment by them taking your bags back.”

Helpful Report

Posted 9 years ago

“Reliable deliveries of good quality food, with a good choice of brands and delivery slots. Have tried other delivery companies whilst vacationing in the UK but none have exceeded the service, food choices or reliability of ocado.”

Helpful Report

Posted 9 years ago

“I have been a customer of Ocado since 2006. The goods have expanded in variety and I am happy with their quality. However, I have grown increasingly disappointed with the deterioration in the service - especially of packing. For example, some of my goods are getting squashed underneath heavy packs of water; other items have burst open during the transit and spilled onto other things, etc. I would appreciate it if more effort could be put into the sorting and packing, and to pay attention to which items belong with what. Also, the drivers used to be all consistently polite and pleasant at the beginning, but I feel that recently this has become a lot more patchy, and this is detracting from the experience of using Ocado.”

Helpful Report

Posted 9 years ago

Hi Hiroko, thanks for leaving a review. We're glad to hear your experience with us has been mostly positive up until now. We're sorry to hear of the poor experiences you've had with regards to the packing of your orders, this is not what we'd expect at all and we're very sorry you've received some damaged items. We hope you were able to get refunds for these. We're a little concerned to hear that your experiences with regards to the friendliness of our drivers has diminished recently, we'd be very keen to look into this further. Could you please email us at ocado@ocado.com, and include Reviews.co.uk in the subject?

Posted 9 years ago

“Excellent product selection and very fairly priced. Ocado have deliveries down to a tee. When the need arises to contact customer services I'm treated like a real person which is something that is sadly lacking with many companies these days. All in all I wouldn't shop anywhere else! Well done Ocado.”

Helpful Report

Posted 9 years ago

“I consider that in today's world you should have a loyalty programme which is meaningful. To receive a voucher for eg 70p is a paltry gesture. I been received one for 20p which I considered an insult. I have been a loyal customer for over 10 years but now am more inclined to go to ALDI to save money at douce and still have quality. Especially on basic household items, wine, vodka .”

Helpful Report

Posted 9 years ago

Hi Doreen, thanks for leaving a review. We're really sorry to hear that you don't feel valued as a loyal customer. Just to clear up any confusion, the voucher you receive after every order is not a reflection of your loyalty at all, this is just part of our Low Price Promise scheme. We promise that your comparable shopping will be cheaper than at Tesco Online, if it isn't, we'll email you a voucher for the difference, plus a penny, which may explain the low amounts you have received. You should be receiving vouchers and discounts directly via email, as well as being able to take advantage of our occasional free giveaways and bundles, available on our Facebook, Twitter and Blog pages. We'd be really keen to make sure your account is set up correctly in terms of receiving vouchers, if you could please email us at ocado@ocado.com, with Reviews.co.uk in the subject, we'll do our best to help.

Posted 9 years ago

Thank you for emailing us Doreen and we're so pleased that we have now been able to resolve this issue for you. Remember please do let us know if we can help with anything else. We hope you're having a lovely day!

Posted 9 years ago

“Excellent service - good range of products, easy-to-use website/app, one-hour delivery slots (often available within 24 hours), punctual deliveries, and efficient delivery drivers and customer services. The only down-side is that sometimes the bags are badly packed, leading to some items arriving damaged - but on these occasions it's easy to request a refund for the damaged item via the website or app, so it hasn't put me off. I would definitely recommend Ocado.”

Helpful Report

Posted 9 years ago

Thanks for leaving such a great review Elizabeth. We're sorry to hear that occasionally the packing lets everything else down, but we're glad this hasn't put you off :)

Posted 9 years ago

“The products are always available & of great quality. Drivers are courteous, polite & very helpful. Delivery is always easy to arrange.”

Helpful Report

Posted 9 years ago

“Completely reliable service. Excellent choice of groceries, excellent tasting fresh fruit and vegetables. I've been a regular customer for years.”

Helpful Report

Posted 9 years ago

“Great time slots, quality better than supermarkets, fantastic diverse range, customer service and drivers beat all supermarkets including Waitrose hands-down.”

Helpful Report

Posted 9 years ago

“I love the Ocado app. It doesn't judge me for changing my order twice a day! The hour delivery slots are good. My deliveries are always within the time, never late. All of the drivers are so friendly. Rarely substitutions and I get an email in the morning to tell me if anything is not available. Great deals that don't expire if I change my order.”

Helpful Report

Posted 9 years ago

“Excellent customer care, any problems swiftly and fairly dealt with. Good standard and range of products, I think the butchery needs some improvement particularly the cutting of steaks, the steaks aren't always cut evenly, i.e. not the same depth resulting in uneven cooking. The drivers' are always helpful and will even bring my shopping through to the kitchen if my husband is not around. Packing can sometimes be a problem, e.g. putting heavy good on top of fragile goods. Still the best on-line delivery service!”

Helpful Report

Posted 9 years ago

Thank you for leaving such a lovely review Diane, we're sorry we couldn't quite get that extra star. It's disappointing to hear that our butchers items are letting the team down, this is very worrying and definitely something we'd want to look into. We can also look into the bizarre packing you've been receiving, if you could email us at ocado@ocado.com, with Reviews.co.uk in the subject, we can help.

Posted 9 years ago

“We like Ocado a lot! Most deliveries work really well: on time, with friendly drivers, all items available. There is still sometimes a problem with squashed items, usually when a bag is overfilled, or light and delicate items mixed with heavy items. The quality of goods is usually high, but the pineapples and coriander pots stand out as being really poor (see product reviews) and we would so like to see proper corn (not 20% corn wheat) tortillas. We get the odd grumpy driver but generally receiving our shopping is happy experience!”

Helpful Report

Posted 9 years ago

Hi J, thanks for leaving a review. We're sorry to hear of the issues you've been having, we completely understand how this would detract from the rest of the service. It's worrying to hear about the issues with the packing and even more concerning is the issues you mentioned regarding the quality of the pineapples and coriander pots, this is something we'd really like to look into. We can also look at putting in a product request for the proper corn tortillas you're after. If you can email us at ocado@ocado.com, with Reviews.co.uk in the subject, we'll do our best to help.

Posted 9 years ago

Thanks for sending your email to us J, we've now passed feedback on for you and have put in a product request for the corn tortillas. Keep an eye on the website, we hope we can track these down for you. Do let us know if we can help with anything else J and we hope you have a lovely day!

Posted 9 years ago

“The IT is excellent and the service very good”

Helpful Report

Posted 9 years ago

“Great choice of products fast efficient delivery price matching excellent quality why shop anywhere else. Been shopping with ocado for10 years never been tempted to chance.”

Helpful Report

Posted 9 years ago

“I want the option to not have a paper receipt. I only want on online version.”

Helpful Report

Posted 9 years ago

Hi Eniola, we're very sorry for the disappointment, sadly this isn't an option we have right now but we would be happy to suggest it as an idea for the future. All our paper receipts are currently made using recycled paper but of course your idea is even more friendly to the environment. Hopefully we can make that happen and go even further towards our goal of being as eco-friendly as possible.

Posted 9 years ago

“Excellant service all round staff are extremly polite and helpful.”

Helpful Report

Posted 9 years ago

“Stock is always being substituted or not available. Packers are horrendous always over packing bags and damaging products!”

Helpful Report

Posted 9 years ago

Hi Karen-Anne, thank you for taking the time to leave a review. We're sorry to hear you're not happy with the substitutions you've received recently or the packing of your shopping. We do try hard not to have to substitute items but sadly we cannot always avoid this due to supplier or warehouse issues. We will always let you know in advance of your delivery so you are able to reject these with the driver. We are also concerned to hear about the packing of your shopping, we will of course pass your comments on to our warehouse team to look into. Please feel free to email us at ocado@ocado.com including review.co.uk in the title and your username. We would love to hear further comments regarding this and if you receive any damaged items please do let us know so we can get them refunded for you. Once again, we do really apologise.

Posted 9 years ago

“from 1 to10. 1at bottom 10 excel, Drivers and delivery 9 Call centre 9 Packing 1, When will they be trained that that you do not put heavy items on soft ones and you put ready etc laying flat and not their sides. Transportation may cause some movment but would be less if packed correctly”

Helpful Report

Posted 9 years ago

Hi Colin, thanks for leaving a review. It's great to hear how highly you rate our service teams, not so great is your poor experiences of our packing teams. We're really sorry for the disappointment, heavy items should definitely not be put on top of soft or fragile items, we're very sorry for any damages you've experienced. We'd really like to pass on your feedback to our Warehouse team, if you could email us at ocado@ocado.com, with the subject of Reviews.co.uk in the title, we'll do our best to get that done and help out if we can.

Posted 9 years ago

“Good range of products at competitive prices. Excellent delivery service in one hour slots. No quibble for refunds. Only criticism is sometimes packing not very intelligent!”

Helpful Report

Posted 9 years ago

Hi Caroline, thanks for leaving a review, we're glad to hear you're enjoying the service. It's a little worrying to hear that you've had a poor experience of our packing, we'd really like to look into this further and discuss it with you if you don't mind. If you email us at ocado@ocado.com, with Reviews.co.uk in the subject, we will do our best to help.

Posted 9 years ago

Hi there Caroline, thank you so much for getting in touch with us with your email. We've now been able to pass the feedback on regarding the packing, we do hope that you'll see an improvement very soon. If we can help you any further please do get back in touch with us. We hope you have a fabulous week, take care Caroline!

Posted 9 years ago

“Ocado is an excellent concept. Food always has a long life and rarely are ordered items not available, Vans have always arrived during their one-hour slots. Fresh fish, meat, fruit and vegetables are always of a quality I would have chosen myself (and I am 'picky'). There is an enormous variety of brands from which to choose as well as Ocado own and Waitrose; so, it is really good quality food. Being disabled and unable to go shopping, the ease of ordering on line has been a life-saver. The drivers are always very helpful and bring the bags right in to wherever I choose. The price is always cheaper than Tesco's and there are always many offers. Excellent!”

Helpful Report

Posted 9 years ago

Ocado is rated 4.1 based on 2,626 reviews