Ocado Reviews

Name: Ocado
Address: 3 Bishop Square, Hatfield
Rating: 4.06

4.1 Rating 2,622 Reviews

77 %

of reviewers recommend Ocado

Company Reviews

Questions

Metrics

4.1

Based on 2,622 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

“Considering the ocado is a dedicated on line shopping company the have shown complete incompetence in dealing with the increase demand due to Covid19. We managed to get a delivery slot before everything kicked for two weeks ahead due today. We are in our late seventies and because it was a large order the bank checked with us before orthorising it. Because of this ocado cancelled the delivery with no alternative delivery date. They seem to be hiding behind Covid19 to cover their own incompetence. We are self isolating but have been forced to expose ourselves to the viruses because it was impossible to get a new delivery slot. You cannot even get on the site even though is their business.”

Helpful Report

Posted 4 years ago

“As a long standing customer of Ocado I can honestly say that the current situation has broken their service model. They are unable to respond to customer demand and where I used to have a standing weekly order FOC (because I pay. a monthly fee which doubled at the beginning of the year) I am now being told I can only order once every 9 days. Customer services have stopped responding to email queries and complaints and their website has false status statements when you are unable to access the site.”

Helpful Report

Posted 4 years ago

“Really good customer service response times even in this highly demandly time. Refund process was quick and simple. 100% of my basket turned up with no missing items. Great service, thank you Ocado!”

Helpful Report

Posted 4 years ago

“Disgraceful, been a loyal customer and paying for a smart pass and I’m disabled, and guess what they won’t let me book a delivery slot, much of charlatans”

Helpful Report

Posted 4 years ago

“I have been with Ocado for approximately 12 years but the experience of the last couple of weeks has finished me. My daughter is classed as extremely high risk but this has not stopped Ocado from cancelling two deliveries and stopping my reserved slot of a Friday. I relied on the Friday slot so that we did not have to go out to shop thereby protecting our daughter. Someone mentioned an access slot and all I can say is what access slot as I have never received anything about this. They have let me down when I thought I could at least rely on one slot a week during this difficult time. Will I be with them after this, no I think not. I have two orders booked but then nothing. Emailing is waste of time, no help whatsoever”

Helpful Report

Posted 4 years ago

“I'm classed as extremely vulnerable have shopped with.u for years but still unable to get a slot. Then at times the page tells me to choose a slot but there's none. Shambolic service to loyal customers. Hope we all learn from this service not to put all our eggs in one basket in future they deserve to loose customers after this”

Helpful Report

Posted 4 years ago

“No consideration for long time customers or smart pass holders. Vulnerable people come first that's a given. But taking care of them does not explain the chaos, unavailability of slots, farcical queuing system and dishonest 'we're trying so hard' emails which constitute their response to the crisis. Obvious explanation is that they cashed in on the extra demand for online deliveries and long time customers suffered for their greed. Shocking!”

Helpful Report

Posted 4 years ago

“Been a loyal customer for a few years. Shambolic website during this Covid-19 crisis. Any time smart pass customers, as I am, unable to get a delivery slot despite their so-called priority access slot. Mine was last night at 7pm, of course no slots left as only 3 days worth released at a time. Total pot luck as to when you can get on. Unable to order now for 2 weeks. You have to keep logging in all day, every day, to see if you are in the prority selection, what a joke! Won't be with Ocado after this”

Helpful Report

Posted 4 years ago

“I have been with ocado for over 8yrs and have only ever done my shopping on-line with them and I too feel that they have left their loyal customers by the wayside I know things at present are really difficult and I agree that the elderly and vulnerable should be given priority but something has gone wrong down the line somewhere. So at last I have got a slot after over a month of waiting also I feel they are profiteering from their delivery charges at present I only hope that the workers will get a bonus at the end of this and doesn't go into the chairmans pockets.”

Helpful Report

Posted 4 years ago

“Shocking service.Been with Ocado from when they started, Have been shown no loyalty from them, I know it’s been very hard but long standing customers have been given no care. My driver took away some subs. Didn’t refund me for them and I can’t contact anyone as they have turned off phones and don’t answer emails and can’t get in website”

Helpful Report

Posted 4 years ago

“Shocked and appalled to read these reviews on here. What is happening at the moment no one could have foreseen. The problem here isn't the supermarkets, it isn't stock control it is consumers. Greedy people who buy up everything. Those bulk buying be ashamed, those low starring the supermarkets, be ashamed! I haven't been able to book my usual Ocado slot but I'll get over it. I understand the situation. I will be returning to Ocado once everything returns to normal. I have always had excellent service, great choice of good, lovely drivers and no issues. 10/10 Ocado, keep up the good work!”

Helpful Report

Posted 4 years ago

“I completely understand and get that ocado are trying to deliver groceries to the elderly and most vulnerable as they deserve to be given top priority. What I don't understand, I have been a customer for a while now, I work long hours serving our community and do not have the opportunity to sit and wait for hours in these virtual queues. You have cancelled two of my pre booked delivery slots without any explanation. Last Friday I went to sainsbury after work only to find empty shelves. I am so disappointed Ocado with the way you have treated us, your loyal customers. I will be taking my custom somewhere else.”

Helpful Report

Posted 4 years ago

“Having been a customer for 8 years and having registered a regular delivery slot for Thursdays , I am apalled that not only can I get on the website to edit my shop for tomorrow but on reading they’re paragraph on Covid 19 , regular slits have been lost with no notification to the customer leaving us with no shopping . I have also spoken to people shopping for the 1st time with you that they have their orders when we have a smart pass in which we are paying for a non existent delivery . The least they could have done was notify us . Everyone understands this difficult situation at this time but loyalty has obviously left the building.”

Helpful Report

Posted 4 years ago

“As soon as the virus has gone, so will be any future orders from this shambles of a company, years of loyalty, trashed in a month. Shame on you Ocado, Profit befor People. Revenue over Loyalty. Greedy and rotten to the core.”

Helpful Report

Posted 4 years ago

“According to Ocado's message today I have been added to the priority list to edit Friday's order - have I heck; as soon as I try to log in it says welcome back and kicks me off to the same stupid message that they have no slots for today. Their IT department is just hopeless; only redeeming feature is the friendly drivers - if ever I get to see one gain Ray Sadler”

Helpful Report

Posted 4 years ago

“Have been an Ocado customer for more than a decade. While I understand it's been a difficult time, it's been an absolute nightmare over the past few weeks with ordering, getting slots and deliveries. It's so frustrating to be in an endless queue. Have received confusing messages from them regarding our usual 'reserved' slot and they seem to have no idea what they are doing. Only redeeming feature is that the delivery drivers are still lovely to deal with. I am (and am sure that others are too) looking at other options and once this is over, they may just be a few customers down ...”

Helpful Report

Posted 4 years ago

“I am in utter disbelief how they can plummet from my normal five stars to zero in such a short time. Having shopped with Ocado for many years, I was disappointed that I couldn't place an order repeatedly, despite being a SmartPass customer. Being placed in a virtual queue was archaic, but worse was to come: having been looped through FOUR queues, received a message 'Oops! Something went wrong: please call...' That was the final straw. Add to that, social media was oozing praise, with 'Karen' types openly saying how they were impressed with their FIRST order, and another for BOTH her deliveries within the same week. The same breed then went on to bray like donkeys asking why established customers were disappointed, and to 'be positive'. Well, Karens, I hope you stash of food rots. Ocado, you've failed miserably during a difficult time and your 'high demand' mantra is pathetic. The email received saying 'we'll promise you a link soon' never arrived. Lies. You've abandoned your reliable customer base. I will never use you again, because you treat customers as commodities. No doubt the company will fall further down the ratings as you ditch Waitrose and shack up with M&S. One star is too good a score.”

Helpful Report

Posted 4 years ago

“Hiya My Son was so worried about me not getting the groceries from Supermarkets for me. So he decided to look on Sat 28th March on Ocado and found a slot for yesterday 29th. All my groceries on the list arrived promplty by your friendly driver. Thank you so much. I would have struggled to get my favourite things”

Helpful Report

Posted 4 years ago

“Would rather Ocado were honest and said up front that some customers will simply not get a delivery slot throughout the pandemic - would at least avoid people’s frustration hanging in a queue! Might lose more loyal customers if you don’t start communicating more”

Helpful Report

Posted 4 years ago

“Ocado site still down and unable to amend order for 3 days now”

Helpful Report

Posted 4 years ago

Ocado is rated 4.1 based on 2,622 reviews