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

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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

“Perfect reliable service”

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Posted 7 years ago

“Reliable great choice of products, good offers, great customer service if things are damaged etc”

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Posted 7 years ago

“Great product range, great delivery service - at least the first year while deliveries are free - only slight downside is that they are often more expensive than other supermarkets”

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Posted 7 years ago

Thank you for your feedback Anders, we're happy to see that you're enjoying the service, however, not so happy to read that we may often be more expensive - after all, we all love a bargain! Please know that we price match against Tesco.com, this is called our Low Price Promise, you can read more of this in our terms and conditions. Also, our Marketing team love sharing promotions or bargains with you, so please do keep an eye on your emails for any bargains there! :)

Posted 7 years ago

“Ocado use to be fantastic, convenient with a range of products but recently they have been rubbish, unable to delivery in the timescales they promise and I suspect their customer retention is pretty poor if the idea of a months free smart pass is all they can come up with when they have been unable to deliver 90% of your shops! Such a shame as I cant stress enough how great they used to be!”

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Posted 7 years ago

Hi Lucy, thank you for your review. We're sorry to hear that you've been disappointed with our service recently. We aim to deliver all orders on time and are constantly 'predicting' traffic conditions but sometimes delays are unavoidable. We're sorry that so many of your shops haven't been delivered, this is far from what we expect. Please can you get in touch with your details so we can look into this for you? Our email us at ocado@ocado.com and our customer service contact number is 0345 656 1234.

Posted 7 years ago

“We have purchased from Ocado for a number of years. We were very happy to start with, despite the higher prices than other supermarkets that seemed justifiable for the better service and other selling points (1 hour delivery, good mobile app etc.). Service has steadily declined over the years, culminating with a recent incident that means we will never use Ocado again. We missed a delivery by seconds (the driver rang the doorbell once then sped off into the distance - didn't knock, didn't ring a second time). We received a card through the letterbox saying “don’t worry” they would reschedule and rang the number immediately, but they were unable to contact the driver. They promised to ring us back but never did. After a couple of hours of waiting we rang back, but were told they could no longer re-deliver and would be charging for all “perishable goods”. Ocado don’t use the usual English definition of “perishable goods”, but instead claim it means every item of shopping. It includes all freezer items (kept refrigerated in the van… that’s not perishable). This missed delivery cost us over £50, and mostly because they couldn’t get hold of their drivers and didn’t ring us back when they said they would. The reason the driver didn’t ring the bell twice is the same reason Ocado apparently couldn’t contact him. It is because Ocado increasingly over work their drivers. We've had grumpy Ocado drivers before complaining about the unrealistic time scales they set. Any opportunity to ditch a delivery and charge the customer is taken in a heartbeat. Better than being in trouble for falling behind schedule after all. To make matters worse, we've frequently had drivers being hours later for deliveries or just not delivering at all (while living in both Manchester and Leeds). Again, it’s all part of a declining service. Obviously Ocado places itself as a premium brand and the prices are higher than the other supermarkets. A few years ago that price point was justified. They provided a really excellent service and were one of the only supermarket delivery companies offering a 1 hour slot. The higher price point is not justified anymore. Supermarkets now offer everything Ocado does at a lower price point.”

Helpful Report

Posted 7 years ago

Hi Lewis, thanks for your review. We're sorry to hear that you feel our service has declined in recent years and that you missed your recent delivery. We can imagine the disappointment caused and the driver certainly shouldn't have left immediately. It is stated in our terms and conditions that you'll be charged if we have to cancel an order past the cut-off point but we'll always arrange a redelivery first if this option is available. If you'll kindly email us at ocado@ocado.com or open up a Live Chat through the Ocado webpage, we'll pass on this feedback to the Warehouse Management team at the correct delivery depot.

Posted 7 years ago

“Great selection, fantastic service and items rarely substituted...... Oh, and the drivers are superb.”

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Posted 7 years ago

“I signed up today and attempted to place a large order for supplies for my wedding; approximately £400 in value. After placing it, I received an email saying the order had been cancelled. I then found out my account was locked. According to Ocado, my postcode (a small country lane in rural Surrey) has been "flagged". The rep demanded that I send a copy of my passport so the generic customer services email address to"prove" who I was and that I would then be "allowed" to shop with them. I find the way I have been treated, as a brand new Ocado customer, incredibly offensive. I shop online extremely frequently and I have never been told that I need to send a copy of my passport before I am "allowed" to shop at a store, because my postcode is "suspicious". I understand the need for checks - I currently manage fraud investigations in Europe for a multinational company - but to place the burden of proof onto your customers in this way is unacceptable and demeaning. It is also entirely pointless - I have seen a great deal of photoshopped utility bills in my career, so I'm not entirely sure what Ocado expects to achieve by requiring customers under suspicion to prove their identity in this way. There are many other, more reliable, ways to check a customer's identity; in my case, it would be incredibly simple - I own my home, am registered to vote here and have multiple bank and utility accounts in my name at this address. A simple credit check or Voters Register check would prove that I am a real person, living at the address I say I do - a PDF sent via email does not. Furthermore, the request to send personal information to a generic inbox accessed by hundreds of different employees is an irresponsible method of handling data. I am not prepared to send my passport, driving licence or bank statements over the Internet; particularly when I am not sending such information to a specific named individual. To request me to do so is entirely inappropriate, and I am not sure how Ocado can claim to process personal information in a secure fashion when you are asking for such documents to be emailed to a mailbox to which many people have access. I will not order again and will recommend to my friends and family that they should also steer clear.”

Helpful Report

Posted 7 years ago

We're sorry to hear that your order was cancelled and your account blocked. Security checks are made on all new customers and our Finance department may make a business decision not to deliver to a certain address or postcode. We apologise for the inconvenience caused and we will of course pass on your detailed feedback to our Finance department.

Posted 7 years ago

“I have been a loyal Ocado customer since 2008 and had no issues with the company. The fruit and vegetables are of high quality and had long best before date. Slowly the quality of the fresh produce started to deteriorate from around 2010 - present. The strawberries are the worst, 80%of the time they were mushy, smiley and mouldy. Other fresh produce such as papaya, avocado's, nectarines that claim to ripe and ready to eat were rock hard. Once they did ripen they were already spoiled. Other produce like raspberries, blueberries and cherries were overripe most of the time and not fit for consumption. I have contacted ocado on many occasions and the issues are dealt with amicably(most of the time ) and refunds were processed. However a few months ago, my last ocado order with fresh produce. The melon was over frozen, it had "frost bite". The paypaya was squashed during transit, I contacted ocado and after a infuriating call with the rudest customer service representative they weren't refunding the items and suggested I give the damaged food to the food bank! The damaged produce to food bank! Absolutely unacceptable. I felt so angry and upset and betrayed in a way that ocado has changed so much over the 9 years, and not good changes too. After using ocado for 9 years, also during which I received no promotional vouchers, unlike my friends and family who would Recieve a 15%-20% off your next shopping. I feel my customer loyalty to ocado means nothing to then ,they don't value their long term customers. They have no customer loyalty and I have had more than enough. I think it's time I give other supermarkets a go.”

Helpful Report

Posted 7 years ago

Hi there, we see you've contacted us on Trustpilot as well but we'll copy in our response here incase you check your review on our blog first. Hi, thank you for your review. We're sorry to hear that you feel the quality of our fresh produce has deteriorated. It certainly sounds like you've been dealing with this problem for a while and this certainly is not the level of service or quality that we intend or expect to deliver. We will of course pass on your feedback to our Supply Chain and Food Technology teams. We're sad to see you go and we hope that in the future you'll come back to us! Thank you again for reporting this and we hope you have a pleasant afternoon.

Posted 7 years ago

“They deliver to my address with no trouble and rarely substitute items”

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Posted 7 years ago

“Best online retailer for groceries. Always prompt and in generally in good condition - if there is a problem, customer services always put it right. No complaints and my number 1 when I can't or haven't got time for the supermarket.”

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Posted 7 years ago

“Very polished on line supermarket. Pioneers and staying ahead of the game. Low substitutions. A few niggles, but VG.”

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Posted 7 years ago

“what you see is what you get”

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Posted 7 years ago

“Super service, very useful”

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Posted 7 years ago

“Great selection of 'world foods' including Scandinavia which I'm very interested in.”

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Posted 7 years ago

“Great delivery, range of products. Touch more expensive for some products but absolute quality.”

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Posted 7 years ago

“Total rubbish. They kept on bombarding me with vouchers so I finally decided to try it. After I ordered my stuff, I got a message next day with substitutions that I would receive instead of my order. Didn't even ask me if I want substitutions. Cancelled the order, will block their marketing emails. Rubbish company”

Helpful Report

Posted 7 years ago

We're sorry to hear that you had a poor first experience, if you'd kindly email us at ocado@ocado.com or call us on 0345 656 1234, we'll gladly look into this for you.

Posted 7 years ago

“After receiving a £25 off voucher I thought I will place on order for my little one. I thought to make use of the voucher and order baby follow on milk and baby wipes. The maximum baby milk allowed to be ordered by ocado was 5 and baby wipes was 20. I ordered 5 of each as I thought not only will I save money but also this would save me trips to the supermarket. The next day after waiting for the order, I got an email stating that my order was cancelled because Ocado thought I was going to resell or export!! How pathetic!! How disgusting and actually I feel quite embarassed that I ordered from them! They just accused me when in actual fact I needed the items for my little one. NEVER AGAIN! NOT RECOMMENDED!!!”

Helpful Report

Posted 7 years ago

We're sorry to hear this Rehina, we would really like to look into this further. If you could either Live Chat us through our website or get in contact over Social Media.Our apologies again.

Posted 7 years ago

“I've been using Ocado now for 3 years. Yesterday my toaster broke, and I've been able to get a new one within less than 24 hours. Ocado doesn't only have an incredible selection of fruit, veg, and foods, it also has loads of really useful household stuff! I've bought weighing scales, cutlery and saucepans with them, as well as wrapping paper, birthday cards and candles! I love the fact that on a Friday when I've forgotten to organise my shopping I can still get a slot for the following day, and get foods as diverse as mustard seeds, sambal sauce and river cobber delivered straight to my door, but that all the basics are price matched with Tesco which is great. I often get money-off vouchers in my inbox. The drivers are incredibly helpful and always bring the food right into the kitchen for me. Thanks Ocado!”

Helpful Report

Posted 7 years ago

“Plus sides - very friendly drivers, deliveries always on time and with limited substitutions, and the best range of all the online shops. These are the reasons I keep persevering with ocado. The negatives are that they have always insisted on delivering in brand new plastic bags, which I've never wanted, bag charge or not. As a result of this there is always damaged goods from being rammed in the bags - meat packets opened and leak on the floor, bread that looks like its been used as a punch bag, I've had tins so dented I couldn't open them from one end! They also regularly charge you for bags they haven't sent - my last order I recieved 5 bags (none of which I wanted in the first place!) and was charged for 8. And substitution prices can be erratic. I was substituted a £3.15 pack of chicken with one the same weight priced at £8.65 which is bad enough, but the driver told me as he handed it to me that "we'd be charged the same or less" for the substitute so clearly even their staff had no idea on their substitution policy,”

Helpful Report

Posted 7 years ago

We're so sorry to hear this Ruth, this is certainly not the level of service we would expect and we would really like to make this right for you. please contact us via Social Media, Live Chat, telephone or email and we can help you further. Our apologies again.

Posted 7 years ago

“My first time order delivered this morning by a very helpful driver. Easiest grocery shopping of my life. All products have good dates and nothing is missing. I'm happy 😊”

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Posted 7 years ago

Ocado is rated 4.1 based on 2,626 reviews