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

“I have been shopping at ocado for 6 months. yesterday i put another order for next week and in within minutes it was cancelled and i was unable to log into my account. i wrote an email to customer services and they wrote me me back: "Hi Laura, Thanks for taking the time to get in touch with us and I am sorry to hear that your account has been made inactive - I expect this is most frustrating, especially with no clear explanation. I do apologise if any inconvenience has been caused. Unfortunately, due to ongoing problems we have experienced in the area, we have made a business decision not to deliver to this area as the risk of further problems is too high. Once again, I am sorry for the inconvenience caused and I do hope that you are able to find an alternative provider elsewhere. If there is anything else I can do further then please let me know as I am always happy to help. Kind regards, Liam Cowman Ocado Customer Service Team" I'm literally speechless and mad right now.”

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Posted 7 years ago

Goodness Laura, we're so sorry for the inactive account. We can appreciate this could be quite confusing, and we sincerely hope we haven't caused too much inconvenience. These decisions are made by our Finance Team, based on a number of various factors. Of course they're not made lightly, and we're truly sorry for any upset caused. As they are business decisions though we're afraid we're unable to override it, we do hope you can understand. Our sincerest apologies again.

Posted 7 years ago

“best customer service compared to other supermarkets in UK”

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Posted 8 years ago

“Delivery expected for 9.30pm Friday evening and bang! on the the dot! Ocado's delivery drivers are nice and helpful, but this guy was super-nice and very helpful. Can't recommend Ocado enough. Awesome quality of produce and great values.”

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Posted 8 years ago

“Delivery expected for 9.30pm Friday evening and bang! on the the dot! Ocado's delivery drivers are nice and helpful, but this guy was super-nice and very helpful. Can't recommend Ocado enough. Awesome quality of produce and great values.”

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Posted 8 years ago

“Delivery expected for 9.30pm Friday evening and bang! on the the dot! Ocado's delivery drivers are nice and helpful, but this guy was super-nice and very helpful. Can't recommend Ocado enough. Awesome quality of produce and great values.”

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Posted 8 years ago

This is such lovely feedback Dominika, thank you. If you could email us your email address and postcode (ocado@ocado.com) or let us know via Facebook or Twitter, we would love to share your kind words with the driver themselves. No doubt this will cheer them up! Thank you again :)

Posted 8 years ago

“Unbelievable NONSENSE. I placed an order yesterday for 15 of the same items and a few others in order to make up the value. Get an email today: Hello Mr FLANAGAN Your receipt for today’s delivery is attached to this email. I’ll be delivering your 20:30-21:30 order and, so you’ll know it’s me, I’ll be driving the Raspberry van. Missing items We're really sorry but you're missing: - 5 x Joie Bow Tie Wine Charms, Assorted Colours Substitutions None today – sorry we didn’t have a suitable alternative for the above. See you later, NAME REMOVED So I call up and am told they are not out of stock, just their supplier did not supply in time. OK, that could happen. When will they follow? They wont, if you want them, order again. But the missing items value is £19.95 - minimum order value required £40 - how's that work?.....as it is! Unbelievable ! Order cancelled, now have to wait for the refund! This was our first Ocado order - wish I had read the reviews. As you say in your email Ocado - SEE YOU LATER!”

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Posted 8 years ago

Hello Peter, we're so sorry to read of your recent experience with us. Of course, we can appreciate the inconvenience caused. We work very hard behind the scenes to provide you with accurate information when placing your order; as such, if an item’s available to order, we believe that it will be available when we pack your delivery. Occasionally however, items become unavailable for picking at the time we pack your delivery. Unfortunately, we’re occasionally let down by our suppliers or are unable to access items in our computerised warehouse. I'd like to assure you this is quite rare and we're working hard with our suppliers to improve the service we offer. We’ll always try to substitute the item if we can, but as a company striving to cut down on food waste, we only order from our suppliers what we’re expecting our customers to order. We're sorry for all inconvenience caused Peter, and we really hope that this hasn't put you off our service as we know we can do better. Apologies again.

Posted 8 years ago

“First time customer with Ocado. Tried to place what one would think is a straight forward purchase online over the bank holiday only to receive an automated email the following day to say that Ocado have cancelled my order. Attempted the purchase again to receive a message that my account which I had just registered was no longer active and to contact customer service. Customer service was not open due to bank holiday. Spoke to a customer service call handler (very polite and apologetic) the following day to be informed that my identity required verification. I thought this was most strange as I was paying via Paypal which provides that added security matching my name, address and card details to those I provided to Ocado. I was asked to provide an email with one of the following attached: copy of my passport, drivers licence or utility bill for my order to be considered by the finance team. Requesting to speak to a more senior customer service staff member I was offered a call back. Again the same information relayed. I was told the finance team who are not customer facing have the last say whether or not an order is processed. Unless I provide the information by form of email my order will not be taken forward. I stressed that I was not opening an account for finance I am making a payment upfront. I asked if I could make this easier by making a payment directly from my account and not use Paypal, turns out this too was not possible as Ocado is not set up for this service (how very dated) and all calls are recorded therefore my card details may not be secure using this method. Asking how would Ocado ensure the email I forward with my added personal details be secure the response was Ocado have not had any security breaches (just no end of IT issues when googled). Frustrated to say the least at this point of speaking to a supervisor who regurgitated the 'policy' but could not explain the logic and stumbled at my questions. Still not satisfied asking to speak to a manager I was offered another call back. Same old info repeated. Only this time someone who was honest enough to say the current system is dated. The current process is that payments are not processed until the goods have been delivered but Ocado finance team have to verify each new customer and it is their discretion how this happens. Thought about contacting my bank like other companies do or is this too advanced for Ocado?? Never had such a inept experience of online shopping. As a result my order of £300 plus was not processed. Ocado chose to loose a new customer and an order because they could not help me further. The irony is that I was not asked to verify my identity when communicating with customer service. Never have I been asked for a copy of my passport when buying crockery before!”

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Posted 8 years ago

Hello, we're ever so sorry to read of your recent experience with us, of course we can understand how frustrating and inconvenient this has been from start to finish. Our Finance team do sometimes require proof of identity to verify new customer accounts, this is to ensure the safety of both us as a company, and you as a customer. Although this process may seem bizarre, especially when placing an order for crockery, it does run alongside the fact that we don't take payment for orders until they have been delivered. That being said, of course we understand how inconvenient and long winded this process may seem, and as a result we have passed your feedback onto the relevant team for consideration. Apologies again and we wish you a Happy New Year.

Posted 8 years ago

“I have used Ocado for over four years now and the service has been getting gradually worse. Now they regularly fail to deliver or even substitute items on a weekly basis. Recently had to go shopping on Xmas eve to top up on the nine items that they didn't deliver and from chatting to the driver I wasn't the worst he had to deliver that day. Paid £10.00 on top of a monthly pass, booked the groceries two months in advance and still had to go to Tesco... Well done Ocado. They used to be the gold standard for online grocery shopping but they are now mediocre at best.”

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Posted 8 years ago

Goodness, we're so sorry for leaving you short so close to Christmas. It's usually rather rare we have to make changes to your order so we can appreciate that one delivered on Christmas eve is certainly not ideal at all; especially as so many items couldn't be delivered! Facing the shops really does defeat the purpose of making an online shop so it's a shame this has been the case in the first place. Rest assured though this isn't something we expect at all and all feedback on the matter would have been reported as we wouldn't want this happening again. Saying that though if there was anything left unresolved please email us with 'REVIEWS.CO.UK' in the subject line so we can take a closer look into this. We sincerely hope you managed to get what you needed in time for the big day and we didn't mess up your festive cooking plans! Our deepest apologies again.

Posted 8 years ago

“I place an order for delivery before Christmas. It was the last available slot. The order was accepted. About 12 hours later it was cancelled due to (alleged) payment declined by my bank. I called my bank and no request for payment had been received.according to the OcdkOcafo contact centre 'this happens' with new customers. Great! Now they te me. Too late to reorder. Thanks”

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Posted 8 years ago

Oh gosh, we're so sorry to hear about this :( Sometimes for new customers, your card may not be verified if your banking provider believes the transaction may be potentially fraudulent. When we process your order, we ping a payment request to your card provider which is either accepted or rejected as this is the only way we can take payment, by request. If this request is denied for any reason, we are unable to fulfill the order and we aren't given a reason as to why it didn't go through. We are so sorry for any disappointment caused.

Posted 8 years ago

“They are the best company I dealt with during 5 years of my stay in London. And I mean any company I dealt with. Amazing customer service, great quality food, good prices. If I could give 6 to Ocado out of 5, I would!”

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Posted 8 years ago

“Every delivery from Ocado has been on time. There are rarely substitutes, and if there is one, then the driver has always pointed it out. The items are packed into colour coded bags so they are quick and easy to put away. There has been the occasional disappointment with a very small melon and some ready meals that were too close to their sell by date - I phoned up to complain, and customer service was most apologetic and immediately refunded the money. I have been using Ocado for over 2 years, and gone from bi-monthly to fortnightly deliveries as we are so pleased with the service and product quality.”

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Posted 8 years ago

“I placed an order with Ocado to be delivered the day after I returned for holiday. Only one third of the order was delivered so nothing in house for my daughter and children when they arrived for lunch. The delivery man was most apologetic but the Customer Services were stroppy and unhelpful. They refused to issue a receipt for the groceries I had received telling me that I could add the prices up myself. They said I could have £15 off if I spent another £25 and paid another delivery charge. I had shopped with Ocado some time ago and found them efficient and also in those days they had some good offers on meat and fish. This time the offers were not good and as I only received a third of my order, I will not be using them again or recommending them to friends. I think they trade on their past connection to Waitrose. So from now on I will go back to Waitrose, Tesco and Sainsburys who have never let me down. and only a third of it was delivered. Well these things happen and an apology would have been nice. The delivery man was very apologetic but when he put me through on his mobile to Customers Services, they said there was nothing they could and it was just my bad luck and then they rang off. Then they sent an email saying they had phoned my two phone numbers to apologise. My land phone”

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Posted 8 years ago

Goodness that really isn’t how we like any delivery to go; we cannot apologise enough! We're sure receiving only a third of the order would be annoying enough, but to then have our Customer Services Team not help in any way would just add fuel to the fire. It does sound as though there may have been a mix up at the warehouse when packing your order and although it's very rare, we do expect the team to do everything they can to make things right. After all, online shopping is there for convenience and leaving you short sounds very counterproductive! We would really like to look into this further, and particularly feed your comments back to the agent’s manager. As such, if you could email us using the email address you registered the Ocado account under with 'Reviews.co.uk' in the subject line it would be highly appreciated. We're deeply sorry again for this disappointing experience with us, we do hope we're able to make amends.

Posted 8 years ago

“Be very sure to check your final receipt! I have been shopping weekly with Ocado for at least 5 years (spending £150 plus a week) and what I have found recently is that if you amend your order, however minimally and within the time alloted, you will face any number of finacial penalties - offers no longer apply, free gifts are charge for, delivery charges have been increased. VERY DISAPPOINTING! Buyer beware”

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Posted 8 years ago

Oh dear , we're so sorry about this! Offers will still remain so long as you still have the item in your trolley, even if the promotion has since expired on the webshop. As long as the promotion was active at the time of first checking out your order, you will receive the goods at the discounted price. However if you choose to remove the item and re-add it, you will lose out on the expired promotion. We would always suggest refraining from amending the quantity of an item who's promotion is no longer active to avoid running the risk of losing out on the offer. In terms of the delivery charge, this does vary with a number of factors, and the price of your trolley is one of them. If your trolley goes below £75 you may encounter a higher delivery charge. The final charge will always be stated on the final page of the checkout though, and of course on any order confirmation emails. With regards to the free gift, it's quite possible it was no longer available when editing the order. However we certainly don't feel like you should miss out. If you haven't done so already it would be highly appreciated if you could email us with 'REVIEWS.CO.Uk' in the subject line so that we can possibly refund the price of the gift for you. Again, we're truly sorry for any disappointment but we hope this helps bring some clarity to the matter.

Posted 8 years ago

“After a couple of delivery fiasco's with a competitor I decided to give Ocado another try. Last week was week one, everything was fine apart from a Christmas carton of biscuits being damaged but this wasn't noticed until after the van had pulled away. Week two (yesterday) was a complete nightmare after being on hold to customer services for 20 minutes our delivery turned up 50 minutes late and when we unpacked the shopping there was another bashed box again and one completely open. This is not good Ocado as your prices aren't the cheapest and I did think you were better than the service we received, very disappointing all round.”

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Posted 8 years ago

Goodness, we're sorry for any disappointment Janet. This certainly doesn't sound like the service we work so hard to provide. We know how frustrating a late delivery can be & how it can ruin an evening. We don't want to be keeping anyone up! If you could get in contact with us over Live Chat through our website or social media (We're on Twitter & Facebook) we'd like to get this looked into. We'll make sure to pass the feedback on & we do hope you'll give us another chance. Our sincere apologies again.

Posted 8 years ago

“Terrible service,they list items as in stock when they dont have any stock (Hatchimals) looks like a marketing trick that went badly wrong, many unhappy children due to this and i will never use your service again”

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Posted 8 years ago

We're so sorry for this Mark, we certainly didn't mean to upset you or any children! This wasn't a Marketing trick at all and you are right, it wouldn't be a very good one at that. We are working hard with our suppliers to get some more Hatchimals in so please do check back with us if you can. Apologies again.

Posted 8 years ago

“Granny tiggs a perfectly delicious dressing & marinade”

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Posted 8 years ago

“Very first online order ever, necessity due to recent major op. Chose Ocado due to good reviews, excellent service. Think I'm converted to online shopping - as full-time working Mum! Loved that the delivery was packaged according to type of produce (which is how I pack), however suggest Ocado use carrier bags with say different coloured handles to denote, fresh, freezer, store cupboard etc.?”

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Posted 8 years ago

Hello Dana, thank you ever so much for your review. We're happy to see that you loved the service so much! With reference to the carrier bags, we do actually do this already. There is a little splash of colour on the handles too. If your bags weren't packed this way Dana, we'd love to know more so we can look into this for you. Please email is quoting 'REVIEW' in the subject line, and we'd be happy to help. Alternatively, we can be contacted on LiveChat or via social media.

Posted 8 years ago

“Ordered a coffee maker as a gift.It was in stock for my delivery slot and I even was emailed my receipt which said nothing was missing. When my order arrived at 1:30pm the driver just said the coffee maker was missing and I have got to ring Ocardo!!!. I did and was told they couldn't deliver it until 6:30pm the next day!!! And as a gesture of goodwill they wouldn't charge me for the delivery what a cheek. Offered me a fiver off. Disgraceful why didn't they ring me? I could have gone out in the morning and bought it somewhere else. I have sent an email to them but no reply. Poor service”

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Posted 8 years ago

We are so sorry to be the cause of so much inconvenience and frustration due to our failings with this order. We can see on our system we did mange to get you the coffee machine the next day and hope you are happy with it and everything is now resolved. We completely understand why this experience would put you off shopping with us, but have sent you a further voucher for £20 to extend our apologies, and hopefully you can put this to good use should you decide to give us a chance to redeem ourselves in the future.

Posted 8 years ago

“first time order went very well, delivered on time and had a friendly driver deliver it.”

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Posted 8 years ago

“Several things went wrong on first order. Reminded me of why I stopped online shopping to begin with. 1. Removed 2 organic products that were on offer during checkout because they were out of stock. Requested that I replace them.with different that were not organic and not on offer 2. Ordered a very expensive chicken that was supposed to be between 1.5 and 1.9 kg because I knew any other chicken would arrive too small. They gave me the smallest possible at 1.54kg 3. Lastly they emailed me on the day of the delivery that they didnt have another organic product (mushrooms) and replaced it with normal ones. Then they asked ne if I want refund during delivery. The point of online shopping is to avoid going to the supermarket. If I have to go to buy half the products what is the point.”

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Posted 8 years ago

Hi there Georgios, we’re so sorry to hear that you sadly didn’t have the best first time shopping experience with us, which is a big disappointment indeed! We can appreciate how unhappy you would be that several of the items you wanted were not available as well as the chicken not being the size that you had wanted. We do understand how this can defeat the purpose of online shopping and we are sorry that you would have to go to the supermarket again. We would certainly love to look into this further for you, please could you email us at ocado@ocado.com and pop www.reviews.co.uk in the subject as well as the username, and we can then take a look at this for you. Once again our sincerest apologies Georgios and we look forward to hearing from you soon!

Posted 8 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