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

“Deliver over an hour late (this happens alot if early morning, late evening) and i had to go to work. Rang them and organised a redelivery. Delivery still arrived. Redelivery next day also still arrived but but was sent to my old house. Was told i wouldn’t be charged for one of the deliveries. However i was charged. Rang to explain and organise refund and the ‘customer service’ rep wouldn’t accept that a refund had been offered and kept debating with me about why it should be refunded. Until I asked to speak to a supervisor. Promised a call back from a supervisor within the hour. Still waiting. Ocado used To be great but has really gone down hill in the last 12 months.”

Helpful Report

Posted 4 years ago

“Everything is ok until it's not ok... So last time we did shopping my partner was home waiting for delivery (2-3 pm). They didn't arrive to our flat, I don't understand why (our intercom is working, checked it). They called me, but I was at work and couldn't pick up. I called back about 3:15 pm. They said 'there was no response from property' (how??? again, my partner was waiting at home), but they said they would re-deliver, fantastic. Then they put me on the hold and after that they said they are not able to do that! AND I HAVE TO PAY FOR EVERYTHING, AGAIN: EVERYTHING, EVEN THOUGH NOTHING WILL BE DELIVERED. I was shocked. Wrote the email, they called me next day OFFERING NEXT DAY DELIVERY, without frozen products... Ugh ok but let's do it, I am glad to save at least a bit of money. They call me again. Now they say THEY WILL NOT DELIVER. But I will be charged for only for frozen & fridge stuff. Ugh. Well, still better than paying full amount. I write an email to confirm the final version... AND I GET THE ANSWER THAT I HAVE TO PAY A FULL AMOUNT. Wtf??? So I got two different pieces of information the day before and they're both incorrect??? I wrote a few more emails. But they seem to think that they can tell you whatever they want and change it a few times as they want. It seems highly unprofessional. A decent company would offer to stick to conditions that were offered (one of two different versions, I would be happy with any; even though, to be honest, I still think that it's not even my fault that delivery didn't arrrive). Except of that one situation, the shop is quite expensive, but acceptable with some discounts they offer... It becomes worse when you paid already and waiting for a delivery and it turns out that they didn't have a product available that is a key product for you... So you ordered shopping, but still have to go to the shop to get that stuff. Just warning.”

Helpful Report

Posted 4 years ago

“Everything is ok until it's not ok... So last time we did shopping my partner was home waiting for delivery (2-3 pm). They didn't arrive to our flat, I don't understand why (our intercom is working, checked it). They called me, but I was at work and couldn't pick up. I called back about 3:15 pm. They said 'there was no response from property' (how??? again, my partner was waiting at home), but they said they would re-deliver, fantastic. Then they put me on the hold and after that they said they are not able to do that! AND I HAVE TO PAY FOR EVERYTHING, AGAIN: EVERYTHING, EVEN THOUGH NOTHING WILL BE DELIVERED. I was shocked. Wrote the email, they called me next day OFFERING NEXT DAY DELIVERY, without frozen products... Ugh ok but let's do it, I am glad to save at least a bit of money. They call me again. Now they say THEY WILL NOT DELIVER. But I will be charged for only for frozen & fridge stuff. Ugh. Well, still better than paying full amount. I write an email to confirm the final version... AND I GET THE ANSWER THAT I HAVE TO PAY A FULL AMOUNT. Wtf??? So I got two different pieces of information the day before and they're both incorrect??? I wrote a few more emails. But they seem to think that they can tell you whatever they want and change it a few times as they want. It seems highly unprofessional. A decent company would offer to stick to conditions that were offered (one of two different versions, I would be happy with any; even though, to be honest, I still think that it's not even my fault that delivery didn't arrrive). Except of that one situation, the shop is quite expensive, but acceptable with some discounts they offer... It becomes worse when you paid already and waiting for a delivery and it turns out that they didn't have a product available that is a key product for you... So you ordered shopping, but still have to go to the shop to get that stuff. Just warning.”

Helpful Report

Posted 4 years ago

“They posted a card through my letterbox stating that they are now delivering to my area, but when I called them they said actually they are not. This is false advertising and they are just wasting people's time, so if you receive one of these adverts, don't even bother!”

Helpful Report

Posted 4 years ago

“First I had to put my credit card details in before it showed the summary of cost, I thought it was odd because I like to know how much I’ll be charged before I give out my details... but oh boy did it go down from there! The final receipt that was emailed to us showed £45 and so we had £45 in our account. Then one day later when they charged the card it was declined because they attempted to charge us £49??? We were surprised and called them and they said in the terms and conditions there is a cost for weighted items and bags added on the end....! Which is fine, if you have to weigh items of course I’ll pay for that. But TELL ME. Tiny terms and conditions is not the correct way to notify customers of a different price. So disappointed with the lack of respect this showed to me. I’m glad I didn’t keep too much money in that account because god knows how much they might’ve said it cost. When business’s start telling you one cost and charging another we have a serious problem. Will never use or recommend.”

Helpful Report

Posted 4 years ago

“No delivery but still charged. Hassle getting refund. Did a fuller review but the system went door with error page.”

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Posted 4 years ago

“Poor service. Driver phoned shortly before delivery due to say that he could not make it due to floods (Amazon did!). Be that is it may, the Ocado system updated to say it had been delivered, when it had not been. Phoned the next day and was told it would be sorted out. The following day Ocado took the money from my credit card. Phoned the following day to be told the driver had been off and therefore still investigating the claim. Only when I asked to speak to supervisor was I told I would be refunded. The moral of this case is that good service is rectifying things immediately you become aware of a problem, not days later after causing your customer hassle.”

Helpful Report

Posted 4 years ago

“Vegetables from china, costumer service ridiculous,everything overpriced.”

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Posted 4 years ago

“Be aware of this fraudulent company.I just placed an order which was never delivered and the money was taken from my account.Called customer service, was told the driver been here and there was no one in home when i been waiting for them all time,they probably just went to another address and i had to pay for that.”

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Posted 4 years ago

“The Drivers are always polite and friendly, and usually within the time slot. I rarely need to ask for a refund as the quality is good.”

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Posted 4 years ago

“Ocado's Customer care and service are appalling. On our first delivery the Ocado van hit the back end of our car slicing through the bumper assembly and grazing the wheelarch (we were the only car in the street). We decided to use our own insurance company instead of Sopp-Sopp which is the Ocado insurers as it was more convenient for us and I was not happy with the repairers they were going to use. Well I thought that being a new customer they would maybe send us a voucher as a goodwill gesture. Thought wrong not even a free tin of baked beans. If you value your motor vehicle and its parked outside your house try another delivery firm. We have in the past used Morrisons and Sainsbury's and have never had any issues. Drivers are polite, courteous, helpful and above all "professional". We were lured into shopping with Ocado due to a flyer being posted through our letterbox. We haven't received similar items from Morrisons, Sainsbury's, Tesco or Asda. There is a message there. None of the big four need to tout for business like the local kebab shop.”

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Posted 5 years ago

“I paid for groceries on 9/12/19. Groceries were delivered and I saw the payment in my credit card app. 3 days ago I see an email saying the payment had not been taken due to issue with MasterCard and they would now take payment. This took me over limit on my credit card. Called, emailed and spoke to manager, Ocado do not care at all that this will affect my credit file. All I wanted was to pay them with another card and for them to reimburse the payment. Computer says no, speak to MasterCard. Worst customer service possible, if I receive an over limit charge or marker on my file I will be making a formal complaint. Avoid this company, customers do not matter.”

Helpful Report

Posted 5 years ago

“You’re just awful plan and simple! The fact I was told they could not deliver 15 minuets before the delivery time is just a joke. I will never use yourselves again! That’s a promise”

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Posted 5 years ago

“I love ocado great service xx”

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Posted 5 years ago

“Exceptionally poor service. Misleading promotions with terms and conditions hidden at the bottom, they forgot to take payment so the bank blocked my husband's card - good job he had another on him. They just argued the whole time on both points. The driver doesn't come when they are supposed to either. I will just use Sainsburys or Waitrose.”

Helpful Report

Posted 5 years ago

“Disappointingly very poor customer service. Did not deliver groceries and yet still took money from my bank account and even sent message to my online account that it had delivered that day! When I sent email to customer services to say that I had not in fact received any delivery, they said it would be looked into, but never heard back from them. Waited for 1 week and wrote back to them to complain - they said they would refund the money that was taken from my bank, which took nearly another week to reach my account. Would not recommend using this service again.”

Helpful Report

Posted 5 years ago

“We've used Ocado for our weekly shop for years but won't be doing that ever again after learning of their plans to build a distribution depot right next door to local primary school and park. They even tried to sneak planning application through over Christmas when they thought nobody was looking. "Our goal is to become the UK's most environmentally-friendly supermarket". Yeah right. Don't believe their green-washing nonsense.”

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Posted 5 years ago

“I booked a slot for today between 8.30pm to 9.30pm. I received an email around 8.40pm to tell me that the driver was not able to deliver me. It's the second time in 1 month I have the same problem. I was home, the driver did not ring on the belt, not call me and probably not come!! When I call the customer services 5 minutes later I received the email, the first person tell me that the driver already back and will be not able to back in my place ..... wouahhhh I understand now I did not received it ...it's raining today and the driver back home early waouhhhh! She ask me if the driver call me and if my door is black ...as I tell her my he not called me and if he see a black door it's because he probably never come in my place ...any way The only solution she suggest me have the delivery tomorrow between 9 and 12 in the morning and was surprise when I said ...no I'm working at this time... I ask to speak for the manager, the manager confirm to me that the driver already back ...great to know that because it was 9pm ...so 30 min before the end of my slot ...I guess the driver back early because it was raining))) Any way ... It's the second time for 1 month ...the delivery service is more and more bad and the manager of the customer service tell me that I don't need to write a coment about that in the social media because he also the manager for the social media of ocado wouahhh that great for customers paid for servuces they do not have.... wouahhhh..any way ...I would like don't give star but the minimum is 1 star ...”

Helpful Report

Posted 5 years ago

“Ocado always sends my items as if i had picked them out. Sell by dates are within good time. The quality is excellent. The customer service team are amazing! Thank you for finding me a Christmas delivery date on the phone when I went into panic mode. I was just ready to click the buy! but I was so long I lost my slot and they had no more before Christmas! I just love Ocado tried all the rest now sticking to the best! Delivery is always perfect with very helpful drivers.”

Helpful Report

Posted 5 years ago

“YOUR DRIVERS ARE ALMOST WITHOUT EXCEPTION JUST LOVELY......... POLITE CONSIDERATE AND JUST REALLY NICE PEOPLE! DELIVERIES ARE ALMOST ALWAYS AS ORDERED. TELEPHONE HELP HAS ALWAYS BEEN AMAZING...BUT THIS WEEK I THINK I MAY HAVE DRIVEN ONE YOUNG MAN TO NEAR DISTRACTION AS I FIND YOUR WEBSITE DIFFICULT. I ADMIT I AM NOT GREAT ON A COMPUTER BUT I COPE IN ALL NORMAL WAYS WITH MY COMPUTER..BUT YOUR WEBSITE IS HARD TO COPE WITH IF ONE WISHES TO DO ANYTHING UNUSUAL. YOUR TRAINERS SHOULD IMPRESS UPON HELP STAFF THAT THERE ARE THOSE OF US WHO DO FIND IT HARD TO NEGOTIATE SCREENS. WE ARE NOT NECESSARILY STUPID OR IN DECLINE....WE WERE BORN AFTER COMPUTERS WERE INVENTED AND HAVE TO WORK HARD AT IT. WE ALL HAVE DIFFERING SKILLS...ASK THEM IF THEY HAVE REMOVED AN APPENDIX RECENTLY(REALLY SIMPLE....TO A SURGEON)...INDEED COULD THEY? THAT'S NOT BECAUSE THEY ARE STUPID...THEY NEED TO BE TAUGHT! I nearly rang off but needed help, was little wiser when he had finished silently fuming(it is possible to hear silent fuming!!!) He was not overtly rude just lacked any empathy with my struggles, it was a feeling of knife edge whether he might explode with irritation...which in itself causes one to panic and not take in the explanation and was humourless...maybe he had had a really bad day! Ahh well!”

Helpful Report

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