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

“I no longer feel safe ordering from Ocado, what with delivery drivers taking upskirt shots and now the company Twitter making it clear what their opinion is on women. They've well and truly lost my custom.”

Helpful Report

Posted 6 years ago

“The company doesn't seem to want my custom, they have not answered my emails. insulting 80% of their user-base probably wasn't the best idea but come on, at least answer the emails of those left! Will cancel my account as soon as possible.”

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Posted 6 years ago

“Order never arrived, what a scam, they took my money and run. Judging from other recent reviews i'm not the only one, maybe it's because I'm female and not worth delivering to any more, are we just for taking money now? Still waiting on refund over 14 days later. Be vary cautious when ordering from this company, I have no doubt they were once good but recent they've fallen like a landslide.”

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Posted 6 years ago

“Too many items out of stock, they offered me a free tea towel with my order, then charged me almost £10 for it, when the order arrived, very late a lot of what i had ordered had been substituted. I was given a voucher but because it was from a third party the company wouldn't actually accept it. unbelievable. Apparently they are having issues (not with sexism) but with with a depo move.... They've also been spamming emails in my inbox over the last few days. I will never order from Ocado again. What is going on with this company?”

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Posted 6 years ago

“Shopping was late, and the driver asked me my bra size!!! Phoned up to complain but the person on the other side of the phone really wasn't interested. Looking online it's clear I'm not the only one who has had this type of behavior from Ocado employees. Dreadful company.”

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Posted 6 years ago

“Dreadful sexist company, would avoid at all costs.”

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Posted 6 years ago

“I've used Ocado 10 years. Back then they were ahead of the game in terms of ease of ordering and sensible substitutions etc. Since then the world has caught up and overtaken them - I think the Sainsburys app is just as good, also offers 1 hour delivery slots and they are just so much cheaper! Ocado are also TERRIBLE when something actually goes wrong with no response from customer service. Last Christmas the centre piece side of salmon wasn't delivered on Christmas eve leaving me absolutely devastated for Xmas dinner and I didn't even get a response when I contacted customer service! I've needed to make a complaint this week too and have had no response all week despite me chasing up. It's just really not good enough. Sainsbury's online for me from now on and i look forward to saving money!”

Helpful Report

Posted 6 years ago

We are sorry to hear you've been unhappy with the service received. So we can look into this in more detail for you, can you contact us via one of the following: Phone- 0345 656 1234, email- ocado@ocado.com. Alternatively, you can visit our Live Chat Team on the site, who would be more than happy to help. -Kelly

Posted 6 years ago

“I have cancelled my Ocado account after a string of sexist Misogyny, sexual advances from delivery drivers, Tim Steiner at the Presidents Club dinner where women were groped and harassed and most recently publicly condemning women on twitter. Not a good public image to have.”

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Posted 6 years ago

“My wife phoned them after the recent twitter fiasco and was told outright by the person on the phone that i would have to cancel the smart-pass and account as she is "just a woman". Disgusting, I'd advise anyone who has any respect for women to completely avoid this company at all costs.”

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Posted 6 years ago

“As others seemingly have over the last few days I have experienced sexism from this company. They have confirmed they no longer have Sex as a protected characteristic in their guidelines. Which goes against discrimination laws, but they don't seem to care. They were incredibly patronising to me on the phone and when i asked for a copy of the phone call recording i was made aware they don't record calls. Clearly those with a penis are ranked higher that those without.”

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Posted 6 years ago

“I've recived terrible service from this company, and the current revelation of their public views on women have not done anything to change my view, I would avoid at all costs.”

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Posted 6 years ago

“Apparently as an adult female ie a woman I am hate speech. Ocado publicly applauds the erasure of women in public but wants us to support and spend money with them. Not one penny more!”

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Posted 6 years ago

“They forgot women are their predominant customer and that those women don’t have penises”

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Posted 6 years ago

“SCAM SCAM SCAM SCAM SCAM!! Took my money then closed my account, cant get in touch via phone SCAM”

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Posted 6 years ago

We're sorry you feel this way! We would certainly like to have this looked into for you, if you could please either contact us by email on ocado@ocado.com, or call us on 0345 656 1234. -Megan

Posted 6 years ago

“Shocking!!!! I am a new customer and I put an order in. I missed the delivery and got an email at the exact time the driver was at my door saying: As we were unable to deliver your order, this has now been cancelled, and as per our Terms and Conditions you will be charged for an amount equal to the price of perishable items contained in your order. Ocado said they are throwing out carrots, apples, potatoes and other hardy vegetables and charging me for them because I missed the order. This is the most disturbing practice I've ever heard. We did not order meat, there is no possible way these products perished in the minute after I missed the delivery. It is not only poor customer service it is a shockingly wasteful process. This behaviour cannot and should not be supported. This type of practice is beyond lazy. I will ensure others know how wasteful and downright nasty this company is.”

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Posted 6 years ago

Hello. We do apologise for this! If there is no response at your property when your driver arrives, we do send out an email to advise you of the perishable charge. We encourage you to contact us as soon as you can, so we can look into redelivering your order for you instead. If we do not hear from you, sadly you would be charged for the perishable items, as we are unable to resell these. However, these are not thrown away and will be donated to one of our many partners, such as food banks, so that the food does not go to waste. We would certainly like to look further into this for you, so please can we ask you to email us from your registered email address to ocado@ocado.com or call us on 0345 656 123. -Kelly

Posted 6 years ago

“Shocking!!!! I am a new customer and I put an order in. I missed the delivery and got an email at the exact time the driver was at my door saying: As we were unable to deliver your order, this has now been cancelled, and as per our Terms and Conditions you will be charged for an amount equal to the price of perishable items contained in your order. Ocado said they are throwing out carrots, apples, potatoes and other hardy vegetables and charging me for them because I missed the order. This is the most disturbing practice I've ever heard. We did not order meat, there is no possible way these products perished in the minute after I missed the delivery. It is not only poor customer service it is a shockingly wasteful process. This behaviour cannot and should not be supported. This type of practice is beyond lazy. I will ensure others know how wasteful and downright nasty this company is.”

Helpful Report

Posted 6 years ago

We're sorry to hear this, Mark! We would certainly like to look further into this for you. Please can we ask you to email us from your registered email address to ocado@ocado.com or call us on 0345 656 123.

Posted 6 years ago

“your customer service is appalling. Don’t deliver my food shop and then tell me nothing you can do to get it to me. You have lost yourself a customer.”

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Posted 6 years ago

We're sorry to hear you feel this way, we'd like to look into this further so give us a call on 0345 656 1234 or email us at ocado@ocado.com and we will be happy to assist you. - Christian

Posted 6 years ago

“This is service has got to the point where it is unusable. With the parking at my local Waitrose closed I have been using it a lot over the years and placing substantial orders. However the instance of problems is becoming too regular. My last order was delivered but the driver can't remember where he delivered it to. A few orders ago my goods didn't arrive because they were never put on the truck. Customer service is so unapologetic and just want to re order without the slightest concern that it might be inconvenient or that you may have been relying on the items.”

Helpful Report

Posted 6 years ago

We're sorry to hear of your experiences, we'd certainly like to feedback regarding this and any other concerns. We'd kindly ask if you could please give us a call on 0345 656 1234 or email us at ocado@ocado.com and we will be happy to assist. - Christian

Posted 6 years ago

“Registered and ordered for Ocado on Friday for delivery Sunday 10:30 - 11:30am. Received an email at 10:34am stating that they had attempted delivery and to call but failed. Yet, no one had called and no one had knocked. Called customer services straight back in an attempt to get my order. But was met by a customer service representative claiming I was giving her the wrong post code. I explained that I had lived at this address for 3 years and had only just registered on Friday, I offered other forms of information to validate my identity but nothing was good enough. I had hit a 'brick wall' of "It's company policy". It's company policy to be completely unhelpful if your post code does not match what is on the screen. What if there has been a typo? There's no validation step, nothing is pulled from your registered PayPal that you use to pay. Flawed processes, flawed systems and ultimately, a flawed service. I will be recommending that friends, family and colleagues avoid Ocado going forwards.”

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Posted 6 years ago

“Signed up for my first order on Friday with next day delivery, still waiting on Monday. No way of tracking my order online so rang on Sunday. Helpful chap at Fetch who could only say it was still in a warehouse! Did respond by email but when I replied it said it might take 72 hrs to respond - WHY! So Monday I got through on the phone after the third attempt after being cut of twice after 20 mins each. 25 mins to answer to be told by a rather terse lady that my bank had refused the £2 trial charge against my first order. No mention of this anywhere or contacted by Ocado/Fetch to sort out. Dogs now starving! The very worst online delivery experience I have ever known. Wasted so much time trying to get this sorted and no one cares - NEVER AGAIN. If Waitrose is connected to this shambles of a delivery service I would suggest severing any ties as you are aggrivating your hard won customers”

Helpful Report

Posted 6 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