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

“Have used Ocado for many years and find it the best online supermarket. The website is easy to use and the app is quick and easy. Ocado often introduce new ranges and unusual items. Occasionally I have a problem with squashed or broken items due to the packing but rarely are items out of stock or substituted. If they are I am always informed before delivery. Couldn't go back to other supermarkets now, Ocados range of products and quality is far superior.”

Helpful Report

Posted 9 years ago

Hey Jenny! we're pleased to hear that you've been enjoying using the service and we're delighted to hear that we make doing the weekly shop more convenient for you with the ease of use with the website. It does shock us to hear though that you have been receiving crushed & squished items. This is not the condition that your shopping should be arriving. We hope that you were able to request refunds for the damages we do hope that you can forgive us.

Posted 9 years ago

“Recently celebrated my 10th anniversary with Ocado and I'm as satisfied today as I was after my very first shop. One hour slots, incredibly reliable deliveries and helpful delivery staff (cute - and green- delivery vans too) and excellent customer service. Ocado is my supermarket of choice and I look forward to many more happy years shopping with them.”

Helpful Report

Posted 9 years ago

“Always on time. Drivers unfailingly courteous, polite and cheerful. A pleasure to deal with. The orders are usually very well packed and there is a huge range of products to choose from”

Helpful Report

Posted 9 years ago

“Excellent service. Good choice of products. Good offers and sale items. Have been using Ocado for years and wouldn't change to another supermarket. Very rarely are there substitutions. Drivers are always polite and helpful and almost always on time. If they're going to be early or late they always call. Good value for money. Well done Ocado.”

Helpful Report

Posted 9 years ago

“Never been let down on deliveries, always happy punctual drivers with great attitudes, the goods I want at competitive prices. I feel so confident with Ocado I'm in control of my life again!”

Helpful Report

Posted 9 years ago

“Excellent range, flexible delivery arrangements, good communications, pleasant drivers: the app/website are easy to use and the whole process makes cumbersome family supermarket shopping a thing of the past. I think the offers represent great value (as well as the price-matching commitment). No-quibble refunds on cracked eggs or spilled milk are welcome, if rarely needed, and I think it is great that Ocado recycles not only its own bags but any other plastic bags we want to dispose of. I would not contemplate switching to another delivery service.”

Helpful Report

Posted 9 years ago

“High points: Drivers customer care and service Choice Less substitutions than other supermarkets Accurate times for van App Is brilliant Notes to improve Sometimes customer service take a whole to come back to you Often fish products seem to be off before use by dates”

Helpful Report

Posted 9 years ago

Hey Claire, it really good to see that we're sealed your approval in a lot of areas of our service and this makes us very happy as we're always looking to impress you with the shopping experiencing. It is concerning to hear that we have let ourselves down in a few areas such as the response time and the quality of the fish, for which we are sorry for any annoyance caused to you. Your comments are very important to us as it helps us to improve the overall service, and we'll pass on your comments to our Management team regarding this.

Posted 9 years ago

“I have been shopping with Ocado for over ten years. I occasionally use the other supermarkets' delivery services if I am sent an incentive voucher, but always return to Ocado because the process of ordering is so simple, the prices are competitive and I can always find what I want. I like the Bundle offers, which frequently introduce me to products I would not have considered otherwise. Deliveries are always on-time; out-of-stocks are far less of a problem than with the other supermarkets and the delivery drivers are usually very friendly.”

Helpful Report

Posted 9 years ago

“Generally very good, but can be irritating if item is out of stock and no attempt made to offer substitution ie bananas Elastic bands on egg boxes has really reduced breakages Sometimes bags really crammed with heavy items ie milk and juice Although I have been told that packaging is guaranteed would still prefer raw meat and poultry to be packed separately”

Helpful Report

Posted 9 years ago

Heavens Jane, it saddens us to hear this. We'll always attempt to give you a suitable alternative if we can't fulfil your order exactly, it may be a case that we couldn't find one at the time of picking the order. It's also concerning to hear that your shopping bags have been over packed, this must be extremely frustrating & we'd like to reassure that this should not be the case. We'd like to get your comments passed onto our Warehouse team for a further look. Please email ocado@ocado.com with www.reviews.co.uk in the subject line. We're sorry again for any disappointment & hope you can forgive us.

Posted 9 years ago

Thank you for emailing us Jane, we're very sorry for the concern you had with the raw meat not being packed separately. As mentioned in the email we have sent you, we have investigated the heat-sealing process for raw meat and fish products, and have found that it has been extensively developed, improving the safety and resilience of the packaging. We are now confident that it provides an acceptable barrier from other foodstuffs, and therefore we can safely pack these products within the same carrier bag as ready-to-eat products. We hope we've been able to address your concerns with this in our email we've sent, but if you would like us to help any further please do get back in touch with us.

Posted 9 years ago

“You recently reduced your kosher meat selection and that is disappointing.”

Helpful Report

Posted 9 years ago

Goodness Ariella, we're sorry for the disappointment caused with the Kosher range. we do hope that you forgive us for any annoyance. We'd be happy to raise some product requests with our Trading team if there was anything in particular that you were after. Just let us know by emailing ocado@ocado.com with www.reviews.co.uk in the subject line.

Posted 9 years ago

“I have been using Ocado for 8 years. Their service is punctual and reliable (during this time there has been only two problem deliveries due to the computers in the centre.). The goods are of a high standard and the non-Waitrose selection is increasing and of good quality and value. Their customer service is excellent and of the same standard as John Lewis. I'm very happy to recommend Ocado to everyone.”

Helpful Report

Posted 9 years ago

“We find the delivery men always polite which is important and makes a difference. We would prefer more of the fruit from UK. The quality of the lettuce is not usually very good with live and dead insects and decay. The chicken is not always packed separately which we have mentioned before and feel is very important should not be in with fridge items.The bread only lasts two or three days .and the orgOtherwise we find ocado a very good delivery service with a good easy to use website and choice of food”

Helpful Report

Posted 9 years ago

Hey Judith, we're pleased to hear that your drivers have been polite & helpful when delivering your shopping. We always try to provide as much British produce as we can, sometimes with situations outside of our control can affect this. It does sadden us to hear that there are some aspects which have let us down and we'd like to take a further look in to this for you. Please email ocado@ocado.com with www.reviews.co.uk in the subject line.

Posted 9 years ago

“Overall an excellent service. Very few substitutions, good quality food, pleasant delivery staff. Who wants to go shopping in a supermarket?!”

Helpful Report

Posted 9 years ago

“Quick, easy, great delivery options. Happy, polite, helpful delivery people. No quibble refunds if products don't meet standards. Good offers. Using the search option on the website 100% easier and quicker than literally searching through aisles at a supermarket for some unusual spice or packet. I love Ocado.”

Helpful Report

Posted 9 years ago

“Amazing online supermarket with a great selection of food and non-food items, all competitively priced. Any problems with deliveries have always been dealt with swiftly and efficiently. Delivery guys always polite and helpful. I recommend Ocado to family friends and work colleagues because of its great on-line shopping service.”

Helpful Report

Posted 9 years ago

“Love the 1 hr time slot and always friendly delivery staff. Substitution choices have really improved recently. I think Ocado is the best on line supermarket by far! Thank you”

Helpful Report

Posted 9 years ago

“Ocado provide an excellent service,the food is fresh,the delivery people are punctual and helpful and contrary to what some people think,the prices are very competitive.”

Helpful Report

Posted 9 years ago

“Brilliant range of products Ocado always ahead of the game! I suffer from an immune problem and have a specific diet. If I want to get hold of something unusual like nut butter, coconut flour or dairy free wheat free products Ocado always seems to stock it. I even wanted grass fed free range beef the other day and was impressed they had it on their web site along with Laverstoke Park Farm buffalo! You rarely fail me Ocado I would not shop anywhere else and you deliver right onto my kitchen table with a smile! Your membership pass is worth every penny, I can have as many deliveries a week as I want at no extra charge!”

Helpful Report

Posted 9 years ago

“Great selection of goods from budget to luxury, non grocery goods for gifts snd home, perfect user-friendly website, amazingly responsive and prompt customer service, friendly punctual drivers, if delayed or early drivers phone, delivery timing updates are on the website page or app (hardly happens), comprehensive well illustrated information for items especially ingredients and nutrition, search filters the best. I could go on and on ...! The only suggestion I have is to introduce more appropriate packing as sometimes items are a bit squashed or things like bread put under orange juice. I have been a dedicated customer for nearly 10 yrs and will continue. I never shop in supermarkets as I have mobility problems.”

Helpful Report

Posted 9 years ago

We're delighted to hear that you been enjoying the service Leslie as it makes what we do that much more enjoyable. We'd like to thank you for your suggestion about the packing as your shopping should be arriving packed to the highest standard. We'd like to get the standard of packing reported back to our Warehouse team so could you email us on ocado@ocado.com with www.reviews.co.uk in the subject line.

Posted 9 years ago

Hey Leslie, thanks for taking the time to write to us. You'll be glad to hear that we've chased the packing up with our Warehouse team. We hope that you'll notice an improvement in your future orders. Thanks again for contacting us.

Posted 9 years ago

“Easy shopping”

Helpful Report

Posted 9 years ago

Ocado is rated 4.1 based on 2,626 reviews