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

“Ocado does not care about their customers. Twice I’ve hit a brick wall with customer service. All you get is “sorry you feel this way”. They don’t attempt to solve the problems at all. Never had a supermarket make me feel so angry. The last straw was over vouchers. I’ve been using company for five years. Never had a voucher. They finally sent me the “£45 off over four shops” deal that they offer every tom dick and harry when you start. They sent the email out after I did my month shop annoyed I’d missed the £15 voucher, but what can you do? So on my second shop. I use the second voucher on my next shop (in time and not expired), but no I couldn’t use the voucher cos I’d not used the first. So not only did I miss the £15 on the first shop because I’d not received it in time but I missed the £10 on the second. Customer services just called me a liar. I told them to shove it. They’ve lost my customer forever. No other supermarket treats their customers in this offensive manner. Please don’t respond to this asking me to contact customer services because I think Ocado are awful awful awful. I will also tell everyone else I know this.”

Helpful Report

Posted 6 years ago

We do apologise, Keeely. We do appreciate how frustrating this is, but sadly the Terms and Conditions do state you would need to redeem the vouchers in sequence to redeem the full discount. Please rest assured, your comments have been taken on board. We hope you do give us another chance in the future, as we would hate to see you go.

Posted 6 years ago

“I referred an offer to another person renting from the house we share to take advantage of the first time offer as I have shopped with Ocado before and thought maybe they could benefit. As I paid for their shop I thought that would be fine. But Ocado just took the discounted amount from the shop from my bank account without telling me so will be calling my bank about this. If Ocado were to tell me then it would be resolved but they put my in the red without warning ! Will ask them to remove me from their subscription base will never use anyone that abuses my bank details against. Will also tell the other person that I referred the ship to to not use them they just lost two customers. Now have to waste my time making a complaint to the bank and lawyer.”

Helpful Report

Posted 6 years ago

We are sorry to hear this. It would not be possible for us to use a Bank card for payment unless these details have been entered into your account and selected upon checkout, which would authorise us to use the card for the payment of your order. So we can look into this in more detail, can you please contact us wither by phone: 0345 656 1234, email: ocado@ocado.com or open up a Live Chat on our Website. -Kelly

Posted 6 years ago

“I agree with many Ocado customers reviews – over the past 8 to 12 months things in Ocado changed massively. We have been shopping with this food chain for years and can see a significant difference. For us the main issue is the stock availability – many, many items are often out of stock. As a result you would receive substitutions which seems to be picked up at random and are often much more expensive. Furthermore, some items - lots of fish for instance – are out of stock, they have been out of stock for the past 8 months or so. However these items are still listed on the website, often as available where you get “out of stock” message only when you start booking your delivery. My question is – why such items are still listed if they are really no longer sold? Is anyone doing stocklists updates, website maintenance? Further, regarding the substitution, this is the situation I had today. The driver delivered the order, there were 6 substitutions, I said no, thank you very much but no. Ocado driver picked up two bags of chips out of the crater and dropped them on the driveway. I have pointed out that he is not particularly gentle with the goods. His reply was that the chips would be thrown away anyway as I didn’t want them. I have doublechecked and he said yes, they were going in the bin. I couldn’t believe my ears. I wasn’t particularly happy. We are trying to minimise waste at home as much as possible. We are teaching our kids to be conscious of how they treat food and anything really. And I see the retailer with such an unethical approach. I called customer service at Ocado asking to turn all substitutionS off. And I found out they cannot do it. There is no option within Ocado to refuse the substitution prior delivery. They only way not to have them is to hand the goods back to the driver. Besides both Tesco and Sainsbury have substitutions opt out options. I was also told that refused substitutions would be going to food banks, however I cannot quite picture defrosted chips or a pack of strawberries which would be mash by the end of the day to be donated anywhere. Besides, you cannot stop your smart pass from renewing on auto anywhere online, you have to call them. In any case, Ocado refunded the smart pass to me, however the point is missing – wasting food is unethical.”

Helpful Report

Posted 6 years ago

Hello. We do apologise for the stock issues recently, we have opened a new fulfilment centre in which we have experienced a few teething issues with the opening, we have a dedicated team working around the clock so we hope you'll see an improvement soon. In regards to the food item handed back, we certainly do hand the majority to local food banks with some fruit and veg going to local zoos and animal parks instead. We'd certainly like to feedback regarding your experience, so if you could please kindly email us at ocado@ocado.com, call us on 0345 656 1234 or open up a LiveChat on our app or website. - Christian

Posted 6 years ago

“I will agree with many Ocado customers reviews – over the past 8 to 12 months things in Ocado changed massively. We have been shopping with this food chain for years and can see a significant difference. For us the main issue is the stock availability – many, many items are often out of stock. As a result you would receive substitutions which seems to be picked up at random and are often much more expensive. Furthermore, some items - lots of fish for instance – are out of stock, they have been out of stock for the past 8 months or so. However these items are still listed on the website, often as available where you get “out of stock” message only when you start booking your delivery. My question is – why such items are still listed if they are really no longer sold? Is anyone doing stocklists updates, website maintenance? Further, regarding the substitution, this is the situation I had today. The driver delivered the order, there were 6 substitutions, I said no, thank you very much but no. Ocado driver picked up two bags of chips out of the crater and dropped them on the driveway. I have pointed out that he is not particularly gentle with the goods. His reply was that the chips would be thrown away anyway as I didn’t want them. I have doublechecked and he said yes, they were going in the bin. I couldn’t believe my ears. I wasn’t particularly happy. We are trying to minimise waste at home as much as possible. We are teaching our kids to be conscious of how they treat food and anything really. And I see the retailer with such an unethical approach. I called customer service at Ocado asking to turn all substitutionS off. And I found out they cannot do it. There is no option within Ocado to refuse the substitution prior delivery. They only way not to have them is to hand the goods back to the driver. Besides both Tesco and Sainsbury have substitutions opt out options. I was also told that refused substitutions would be going to food banks, however I cannot quite picture defrosted chips or a pack of strawberries which would be mash by the end of the day to be donated anywhere. Besides, you cannot stop your smart pass from renewing on auto anywhere online, you have to call them. In any case, Ocado refunded the smart pass to me, however the point is missing – wasting food is unethical. I think we shall try Amazon Fresh…”

Helpful Report

Posted 6 years ago

Hello. We do apologise for the stock issues recently, we have opened a new fulfilment centre in which we have experienced a few teething issues with the opening, we have a dedicated team working around the clock so we hope you'll see an improvement soon. In regards to the food item handed back, we certainly do hand the majority to local food banks with some fruit and veg going to local zoos and animal parks instead. We'd certainly like to feedback regarding your experience, so if you could please kindly email us at ocado@ocado.com, call us on 0345 656 1234 or open up a LiveChat on our app or website. - Christian

Posted 6 years ago

“Same as other customers, I have experienced many items out of stock so have not bothered placing an order and visited a Sainsbury’s store instead. 7 items of my order have been reselected on checkout stage, and now shows another 9 items are sending substitutions and 2 items are totally out of stock and even not bother to sending anything. I only bought 26 items! 70% of items are not available which is ridiculous. The delivery hasn't arrived yet but the driver called and explained it will be 2 hours late, and we may need to wait until 00:00 tonight. "See you later, hopefully."He said. :( :( :( Very POOL”

Helpful Report

Posted 6 years ago

We're so sorry to hear this, and can completely appreciate how disappointing this is. We'll of course report this back to the relevant teams who can look into these issues, and look to avoid them going forward. Our sincerest apologies again for the inconvenience this has caused. - Anna

Posted 6 years ago

“I think the main issue (Other than the recent tweets) is that robots are making the substitutions, so for 4 pints of milk they give another 4 pints of drinking substance, in my case orange. Humans know this is not an acceptable substitution robots obviously see it as the same kind of thing.”

Helpful Report

Posted 6 years ago

Oh dear, what a substitution error! We do apologise, Daniel. Please leave this with us and we will ensure this feedback is passed on for you. -Megan

Posted 6 years ago

“After recent events i have decided to take my business elsewhere. I can't stand it when companies insult their user base.”

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Posted 6 years ago

“This woman will no longer be spending her money with a misogynist company.”

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Posted 6 years ago

“No Sunday roast, no potatoes, no cauliflower, all ordered Saturday on my first - and last - order! Tesco have never let me down with what they consider a basic item like a Sunday roast joint, even if they have given me a larger piece, at their expense, an even when I have said no substitutions. I thought the driver had driven off with part of my shopping, but no, I discovered that I had had an email at 6 a.m. telling me that I had missing items. No, I actually wasn't awake to see it! Of course, if I had known when I placed the order about the attitude of Ocado to their main customer base i.e. women - noun - adult human females, I wouldn't have placed the order in the first place! I won't be placing another. Also, I don't believe in robots picking my shopping, who don't have any common sense, but only substitute with a list of 'suitable' items given to them by a computer and, they are doing real human beings out of a job!”

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Posted 6 years ago

“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.”

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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.”

Helpful Report

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.”

Helpful Report

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.”

Helpful Report

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.”

Helpful Report

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.”

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