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

“it is the worst service in the world, I booked a slot on the 4th of June from 3:00 pm to 4:00 pm, the order arrived at 9:11 pm now, and I called Ocado customer service at 4:30 pm and they told me it will be there in 5 minutes the driver is in my street, and at 4:36 the driver called me and explained he made an accident and he will be late 15 more minutes, I called them again at 6:36 and the customer service said the driver is in my street and he will be there I 5 minutes, and I called them back at 8:29 and their response was the same and again at 8:57 and they told me he was walking to my address and he should be there in less than a minute but the drivers phone was not responding and the customer service told me all I can do is whether cancel the order or I should wait, and i waited down and it was raining for more than 10 minutes only because I had my family over and I needed some stuff from the order and they made me order food from delivero and it costed me 70£ and thier customer service was so rude and this is the first and last time i will order anything from ocado( the icecream was all melted, the beef was so warm and meat can have bacteria in room temperature so fast and everything was wet as if he was walking with the food in the rain for hours and the service is purly the worst)”

Helpful Report

Posted 5 years ago

“Driver was rude and in a hurry, he didn’t want to carry to kitchen and didn’t wait for the bags.”

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Posted 5 years ago

“So i'll start by saying I am not an Ocado customer but a lot of my neighbours are and that is where the problem with deliveries begins. We live in a very urban area with predominantly street parking hence finding a space is always difficult BUT we are fortunate to have our own driveway which we share with the property next door. The constant problem we have is with delivery drivers thinking this is a driveway for anyone in the street and then proceeding to either park across or drive onto our drive despite us clearly displaying a " Private Driveway - No Parking " Sign. The driver today - Sun 19th May 2019 was very rude almost bordering on arrogance as to why parking for a few minutes on OUR drive would be an issue to deliver to a house 4 doors away. I asked him if he was delivering to a house with a drive but no room to park his van would he park on the neighbours drive next door or opposite to which he smirked and replied " Of Course Not" Then asked if he really needed to move..I was so annoyed at his ignorance that I said Yes and asked him to move..He sat in his van for 5 minutes not moving when my partner arrived home and needed to park her car so he reversed off but waited in the street clearly.aiming to pull back on so my partner left her car in front of the drive and asked him not to use.our drive..He later parked in the street blocking all traffic to complete his delivery which was the only solution but that is an occupational hazard of delivering in mine and the surrounding streets in Westcliff-On-Sea , Essex. So to summarise Please ensure your drivers check before parking on a private drive or blocking people in and also politely remind them that when they are asked to move 99.9% of the time is because they should.not be parked there!!!!”

Helpful Report

Posted 5 years ago

We do apologise about this. We appreciate the frustration this must have caused you. Please could we ask you to contact us either on 0345 656 1234, or by email on ocado@ocado.com, or on our Live chat service. We can then track the driver in question and have this looked into. -Megan

Posted 5 years ago

“My delivery was 40 mins late it turned up at 10.40 pm I wasn't informed it was going to be late when I telephoned ocado customer service they apologized and said they would give me a voucher. But I never received it.”

Helpful Report

Posted 5 years ago

Hello there. We're sorry to hear that your order was running late, this is a shame as we understand this ended up arriving fairly late in the evening. We understand you were offered a voucher which you are yet to receive so would like to check this over. Can you call us on 0345 656 1234, email ocado@ocado.com or pop up on live chat, thank you. - Meg

Posted 5 years ago

“Tried to order some products obviously not available once order placed website seems to struggle”

Helpful Report

Posted 5 years ago

We're sorry you had some trouble with our website. To ensure the stock availability of items, we'd advise to book your delivery slot before adding items into your basket. The system will then update and you can see what items are due to be in stock, or out of stock on the day of your delivery. Please feel free to contact us on 0345 656 1234, email us at ocado@ocado.com, or contact us on our Live Chat service if you have any trouble in future. -Megan

Posted 5 years ago

“I booked a delivery from Ocado for 11/May/2019 14:00--15:00 time slot. Unfortunately it is already 18:18, I haven't received my order and there was no notification sent about any delay. I do not think it is anywhere near to be called high quality service, as it is not only not fulfilling service which was prepaid but also ruining my personal plans for Saturday by making me sitting at home and waiting for the delivery which might not come at all. After contacting customer service I was told driver canceled the delievery and they are very sorry but I can book a delievery again on any available slot. Of course no more bookings”

Helpful Report

Posted 5 years ago

We're sorry your order was delayed and ended up being cancelled without you being informed. Your driver should have contacted you to update you about the delay of your order. We appreciate the frustration this must have caused and we will certainly take your comments on board to improve on our service in the future. We hope you give us another chance!

Posted 5 years ago

“Delivery driver Russell was lovely, embarrassed and apologetic. However we ordered steaks for a special occasion dinner, these were missing from the delivery, despite having received an email confirming that there were no missing items. My partner called Ocado's customer service line to be advised that they are out of stock. They have offered a £5 voucher as a gesture of good will, not sure we will use it as reliability issues are a deal breaker for us.”

Helpful Report

Posted 5 years ago

We do apologise about this, Ms Bach. We appreciate how disappointing this must have been, but please rest assured, issues like these are quite rare. We will ensure your feedback is taken on board to prevent a similar situation from occurring in the future. We do hope you give us another chance, as we'd hate to see you go! -Megan

Posted 5 years ago

“Driver was super loud and rude rude as he was in a hurry ☹☹☹ what was more upsetting was that he was rude in front of my little son. I was calm and was really kind and then he's attitude seemed to slightly shift for the better. Not a nice experience at all.”

Helpful Report

Posted 5 years ago

Hi. We're sorry to hear about the behaviour of our driver, this is disappointing as they're our ambassadors out on the road. Could we ask for you to get in touch so that we can feedback directly to their manager who will take the appropriate action? Please drop us an email at ocado@ocado.com, call us on 0345 656 1234 or open up a LiveChat on our website or app. - Christian

Posted 5 years ago

“Everytime I order online it says my card is declined and order cancelled despite money being in my account”

Helpful Report

Posted 5 years ago

Hey Kase. Please, double check that your card details have been entered correctly and the sufficient funds are available, if all seems to be ok on your end then we would like to look into this further for you. Can you kindly call us on 0345 656 1234, email ocado@ocado.com or pop up on live chat so we can do this for you. - Meg

Posted 5 years ago

“Ocado used to be great but I just had an appalling experience with them, preceded by worsening experiences over the past year. Firstly the Ocado driver claimed to have tried to deliver to us without anyone answering him. This despite the fact that three people were at home waiting for the delivery and not a single person heard a doorbell ring or the landline ring, and our mobile phone listed no missed calls. Ocado then arranged a re-delivery the following morning, giving us a vague 3-hr slot. for the re-delivery they delivered someone else's groceries. I then spent an hour on the phone with an unhelpful customer service crew, who said, even though they were at fault for delivering the wrong groceries, they didn't know where our groceries were and the earliest they could guarantee delivery was the following day, 48 hours after original delivery was due. This despite the fact that I told them my sick 2 year old son was at home waiting for food, pre-surgery and we couldn't leave the house to do shopping. No proper apologies, no attempts to solve the issue they'd caused, no compensation. I'll never use Ocado again - Waitrose and Sainsbury's have our business from now on. Appalling service.”

Helpful Report

Posted 5 years ago

We are sorry to hear of your experience as it certainly seems that your order has not gone to plan. We do have a strict process in place for when a driver is not able to deliver, which includes both the driver and our Customer Service Team calling you. So we can ensure this process has been followed and so we can ensure your feedback is passed on, could you please forward your review to ocado@ocado.com or alternatively visit our Live Chat Team. -Kelly

Posted 5 years ago

“If there was an option to give 0 stars, I would do that. I have had a very disappointing experience in Ocado where they charged me for an order I had already cancelled! I recommend that you stop using ordering grocery from Ocado!!”

Helpful Report

Posted 5 years ago

Hi Shikha. We're sorry to hear of the trouble. Upon cancelling your order via your account, we would have sent a confirmation of the cancellation. So we can look into why your order was not cancelled or if you had tried to cancel this incorrectly, please do get in touch with our Customer Service Team on 0345 656 1234, or ocado@ocado.com. Alternatively, you can open up a Live Chat on our Website. -Kelly

Posted 5 years ago

“What on earth did your driver think they were doing turning up early and then giving my shopping to a neighbour!! I had a drs appointment and turned up at my house at exactly 3:49. So in time for my 4-5pm slot. As we turned into my cul de sac I noticed an ocado van and driver giving shopping to the neighbours over the road. The neighbours then shouted to me that it was my shopping. I asked the driver who just ignored me and my neighbours told me he had arrived early, not gotten an answer so he had gone around the garden to the back of my house and shouted in the back door. The neighbours had told him we must be in as my sons car was there. He was actually in the shower. But why on earth did the driver think it was acceptable to give my shopping to a neighbour? Why was he so early and why didn’t he just wait until the correct slot had begun or called me? Who would have been liable if any of my shopping was missing? As it was my shopping was a mess from being hauled from the van to the neighbour and then back to my house. He didn’t even ask where to put the bags he simply dumped them on my lawn. I’m disabled so it was lucky other people could help. It’s not acceptable to turn up early and then dump shopping at someone else’s house! I don’t even know their names! When the driver left he was still before my slot! He left at exactly 3:59pm. Service has gone down hill, recently. So many items arrived with short dates or damaged. Packing is done really badly! I do not want bread and toilet cleaner in the same bag. I think I’m going to look for a new online grocery store.”

Helpful Report

Posted 5 years ago

Hello Lisa! We are very sorry to hear about this. The driver is supposed to call you upon arrival should they arrive early, and then wait for you should they receive no response. They are also only permitted to leave your shopping with a neighbour should you expressly ask us to do so. We are very sorry that this had not occurred on this occasion, but we would love to pass this on for you. We can also take a look at the dates of your products to see what has gone wrong. Please Email us on Ocado@Ocado.com, call us on 0345 656 1234 or join the live chat service on our site so we can do this for you. - Mitch

Posted 5 years ago

“I have used Ocado for the best part of a decade, spent thousands with them. Generally I have always been very happy with them, until now... A couple of months ago an Ocado van delivering to another address on our street reversed into our parked car. I witnessed this from our kitchen window and rushed outside, but the driver had driven off at speed. Naturally we called Ocado to complain and get the damage fixed. After 6 weeks of misinformation and constant chasing I received an email from a junior legal clerk to say that (I) an Ocado van could not have caused the damage and (ii) I somehow didn't see what I thought I saw (?!). I literally stood there and watched him do it. They called me a liar. I will never, EVER use Ocado again. For the sake of about £300 of repairs to my vehicle they have chosen to forego the thousands of pounds that I will spend on future grocery orders. I will use Waitrose. I will also tell anyone that listens: friends, family, websites like this, about the absolute contempt that they have treated me with. Disgusted.”

Helpful Report

Posted 5 years ago

Hi Stephen. We're sorry to hear of the damage that has been caused to your Vehicle. As the Customer Service Team of Ocado, this is not something we would be able to assist with. We would advise for any dispute to this claim to be referred back to the Insurance Team who would be able to assist. - Kelly

Posted 5 years ago

“Just started using Ocado a few weeks ago. My delivery last night was running over half an hour late. When I called customer services I was told that the driver was running at least 50 minutes late. I could not wait any longer and agreed for the shopping to be delivered the following morning between 9am and 10am. I received an e-mail a little later from the same customer service rep Remi to confirm this. I replied thanking her and she replied to that. However just after 9am the following morning I received a text message to state my food would be delivered 9am the day after that! I called customer service immediately and was told that although the e-mail stated the time the food would be re-delivered, it didn't actually state the date it would be delivered! I could not believe what I was hearing! Actually trying to get out of appalling service by using the fact the confirmation e-mail did not specify the date despite the phone call the previous evening where it was discussed. Why would I want my groceries you didn’t deliver that night, two days later!! Seriously appalling service. And Ocado please do not write one of your generic insincere replies underneath telling me to get in touch to discuss the matter! I did get in touch! And you just tried to wriggle your way out instead of being honest!”

Helpful Report

Posted 5 years ago

Hi there Cat. We're sorry to hear about this experience. You shouldn't be told one thing from us only to find out this was not the case. Our confirmation emails should always have both the time and date of delivery, so we apologise if there was an error. We understand that you have contacted us and you were not happy with our resolution, however if you would like us to address this further then please do let us know. -Tyler

Posted 5 years ago

“Similar to countless other reviews my first order was cancelled in the middle of the night on account of supposed payment blocked on suspicion of fraudulent activity. Clearing first thing with Amex in the morning I placed my order again. I found the cancellation annoying but understood why they would do that in the context of Amex pausing payment to confirm activity with myself. What followed however is that even the latest order was cancelled this time though by Ocado itself on the premise that their Finance department requiring me to send proof of ID and address to them. Most if not all of my groceries shopping (as well as other type of shopping ) is done online through most major supermarket chains and to this day I have never been asked to send passsport / utility bills and other personal statements before being able to proceed. I find that absurd! Utterly shocking.”

Helpful Report

Posted 5 years ago

If we have been unable to fully verify your details as part of our security checks on new customers we may ask for proof of ID, but we apologise for any inconvenienced caused by this. If you haven't already had this resolved then please do give us a call on 0345 656 1234, send an email to ocado@ocado.com or contact us on our Live Chat so we can have a look into this further. - Claire

Posted 5 years ago

“Shocking, I’m a new customer signed up and got good deal, order went through to be delivered, apparently items out of stock which they were not as still available online, so driver was coming out to deliver 3 x 5p carrier bags and a free magnetic menu planner. Spoke online to them and they cancelled order, even though I hadn’t asked them to, re-ordered again and same happened. Also wouldn’t let me use first time order voucher. The most frustrating online shopping experience I have ever had. Have since cancelled my account and will never use again or recommend to anyone. Very poor. On-line chat staff rude, lied to me about reason why my order wouldn’t be coming, didn’t get offered any substitute items and basically said ‘if you want me to cancel your account I will do’. Orders should be honored or alternatives offered. Disgusting!”

Helpful Report

Posted 5 years ago

We're really sorry to hear this and can understand your frustration. On the rare occasion that items are unavailable for your order we will always try and offer an alternative, however we apologise for the disappointing service you received as it isn't what we'd expect. We wouldn't want you to miss out on your first time shop voucher, so if you haven't already spoken to us then please do give us a call on 0345 656 1234, send an email to ocado@ocado.com or contact us on our Live Chat so we can have a look into this for you and see what we can do. - Claire

Posted 5 years ago

“The morning after my Ocado order delivery, in the evening of the 12.02.2019, my next door neighbour had asked me if I knew what caused the damage to their fence. I checked the recording from my security camera and realised that it was the Ocado driver, from the night before, who had clearly caused the damage to the neighbour’s fence, where he is seen to manoeuvre out of my driveway, in the direction of my neighbour’s fence, where he then collides with the fence and the rear of his vehicle, he then comes out of his truck to check the back of his vehicle for any damage, and after that, he drives off! I then reported this incident to Ocado on 14th February 2019 - where i provided them my security camera footage of the incident - here I was given an apology by Ocado, and advised to provide my neighbours with a mobile number for them to call in order to resolve the situation. My neighbours have told me that they were initially asked by Ocado to get a few quotes for the fence repair, where they got two independent quotes. I spoke with my neighbours today, and they have informed me that Ocado still haven’t compensated them for the damage, where they are being questioned on their repair quotes, and Ocado are now delaying things due to one worker being on Leave?? Surely a large organisation like Ocado has resources in place to solve an issue that they caused - i am a loyal customer, but this incident is making me doubt the service Ocado are offering, and I would appreciate a prompt response from Ocado in how they are going to compensate my neighbours for the damage to their property??”

Helpful Report

Posted 5 years ago

We're so sorry to hear that this has happened. In this situation we will always try and find a resolution so we apologise that there has been a delay with this. If your neighbour hasn't already got back in touch with us about this we can see if we are able to chase this up for them. If they can give us a call on 0345 656 1234, email us at ocado@ocado.com or contact us on our Live Chat we can see what we can do. - Claire

Posted 5 years ago

“Worse service ever !! Do not order from this company - they hire drivers that don’t know to read the right addresses or even drive to the right place . Every week there is a new driver that have no clue how to find the address so the result no delivery . When you call back to arrange redelivery you have to wait in a long waiting line because they missed so many deliveries they cant provide you with a new delivery slot only a week after ! Ridiculous ! Oh and if you think they will call to apologize and help you arrange delivery - you got that wrong as well !! You will need to call 10 times a day and repeat your story every time from the beginning . And the only thing they will tell you is sorry we just can’t deliver it because we don’t have enough people !!! Better to order from company that actually has enough human resources - not to mention sooooo many products are missing when you try to order online . Don’t waste your time and money on Ocado they are just not worth it.”

Helpful Report

Posted 5 years ago

We're sorry for the experience you've had Dana, it certainly isn't the service we expect to provide. We do allow customers to add delivery instructions to help our drivers find them and can also update instructions from our side as well, so we apologise if this has been done and you are still having issues. We would expect our drivers to call you if they have any trouble finding you so they can do their best to reach you. In the event that we can't deliver to you, we will do our best to re-arrange your order, but we apologise that you have found we haven't been able to do this at a convenient time and have had to wait to speak to us. We hope that you decide to give us another chance in the future and if you wanted to get in touch with us via email to ocado@ocado.com, call us on 0345 656 1234 or contact us on our Live Chat, we can make sure the best instructions are in place to try and prevent any issues in the future. - Claire

Posted 5 years ago

“never again ... 3hrs late”

Helpful Report

Posted 5 years ago

We're sorry to hear that your order arrived so late. We always work hard to get all orders delivered on time, if you haven't already discussed this with one of our team then please give us a call on 0345 656 1234, send us an email to ocado@ocado.com or contact us on our Live Chat so we can look into this further for you. - Claire

Posted 5 years ago

“abused on the phone for the spelling of my name, i only called to see if an e-mail had been sent, the women on the phone had a dig at the way my name was spelled and then hung up the phone, they now refuse to answer my calls. i recently applied for a driving job and was amazed at how quick the response was, i was given a 2 minute interview over the phone and then told i had a 1 to 1 interview on saturday, an e-mail was supposed to be sent but wasn't received. i then called the office this morning to simply find out why and was greeted by the rudest lady i have ever heard on a phone, she tried to tell me my name wasn't spelled right as the correct way is different, this disgusted me as i shouldn't be made to feel bad for the way my names spelled, this women then kept telling me to stop talking and to listen or she'll hang up on me, i then asked if calls were recorded to which she replied they wern't. the reason i didn't get the e-mail was because id apparently left th .uk bit out and i had apologised for this and accepted that may have been my fault and wanted to rectify, only to be told numerous times my name wasn't spelled the 'normal' way, when i challenged this i was hung up on. all this for wanting to know about my application. i feel like i been abused for the way my name was spelled and will be taking this matter further”

Helpful Report

Posted 5 years ago

Hi Kirtiss. This is concerning to hear and certainly not something we expect from our Customer Service Team. So that we can look into this, could we ask for you to get in touch by calling us on 0345 656 1234, emailing us at ocado@ocado.com or opening up a LiveChat on our website or app. - Christian

Posted 5 years ago

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

Ocado Reviews