Ocado Reviews

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

4.1 Rating 2,634 Reviews

77 %

of reviewers recommend Ocado

Company Reviews

Questions

Metrics

4.1

Based on 2,634 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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Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Extremely disappointing service and zero accountability I had been a loyal Ocado customer for a long time, spending over £300/month and receiving dozens of successful deliveries — until one evening when a driver refused to deliver my order. He claimed he couldn’t find parking and that delivering to my door was a "risk". This was a complete lie. I live in Liberty Place, a gated residential complex with plenty of free parking and easy access, confirmed by every single Ocado driver before him. Instead of investigating properly, Ocado sided with the driver, ignored my feedback, and hid behind vague excuses about "risk assessments". Despite multiple emails, including photos and explanations, they refused to admit fault or offer any real solution. They repeatedly dismissed my concerns and ultimately made it clear they weren’t interested in keeping a loyal customer. Due to this terrible handling of a simple situation, I’ve asked them to permanently close my account and moved to another provider. Ocado clearly does not value loyalty or take responsibility when their drivers don’t do their job.”

Helpful Report

Posted 1 week ago

“avoid this company they don't respect people”

Helpful Report

Posted 2 weeks ago

“Awful customer service. Rotten produce and no resolution. Avoid”

Helpful Report

Posted 1 month ago

“I had a text saying my order was next stop on the driver’s list. I waited for an hour after the time Ocado gave and then found a text saying it had been cancelled. I had ordered the food for dinner guests arriving that afternoon. Whatever problem the driver had - van broken down? Who knows? - Ocado should have sent another van out to deliver the orders. Not a good way to welcome a new potential customer. I’ll go back to Asda, thanks.”

Helpful Report

Posted 1 month ago

“Drivers turning up early - outside of my prebooked delivery time Ocado, Avonmouth in Bristol - Drivers turning up outside of my prebooked delivery time and refusing to redeliver. I book a time slot for my convenience, not the Ocado drivers. Finally when i get through to the helpdesk, the very rude Manager informs me the order has now been cancelled by the Ocado driver and i will have to go online again and do a whole new booking. Absolutely discusting! So i popped to my local Waitrose. I'll never use this bunch of cowboys at Ocado ever again. What a waste of my time.”

Helpful Report

Posted 2 months ago

“I was shocked by the dangerous driving of an Ocado van driver on Royal Windsor Way on 8th February at 1 PM. The driver was speeding, driving recklessly, and honking aggressively. To make matters worse, he was shouting and swore at us, despite the fact that I was with my two small children. This behaviour was completely unacceptable and unsafe for other road users. Ocado should take immediate action with this driver.”

Helpful Report

Posted 2 months ago

“All, my, shopping, was, urinated, on, all, my, food, is, disgusting, but, I, have, to, eat, it, because, I'm, poor.”

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Posted 3 months ago

“And the worst customer service of 2024 goes to... OCADO! Absolutely rubbish. Had an order placed for about 10 days and then cancel the night before (1 week before Christmas). Apparently card issues but doesn't seem to be issues with any other companies. Why not message to say there is an issue before cancelling? Obviously no slots now and customer service uninterested in helping. There advice is to "place an order on the next available day". Very helpful. First experience with these and my advice is to stay well away from these cowboys and go to a proper supermarket. Never had anything like this elsewhere and whenever there has been an issue the likes of Sainsburys have been helpful and keen to resolve any issues. You've been warned!”

Helpful Report

Posted 3 months ago

“It's been 2 years since I closed my ocado account after a driver made false allegations about me as an excuse not to deliver. Initially I was upset but I have never looked back. Gone is the stress of wondering whether or not your order will be delivered. No more produce that's on the verge of expiry. And the Weleda shampoo I always paid £8 for is on Amazon for £5. Really enjoying the fact I'm saving money whole NOT supporting ocado. Feels oh so good.”

Helpful Report

Posted 5 months ago

“One morning taking me my son to school where I line crossing the pedestrian and a driver nearly ran me over and bearing in mind am heavily pregnant n had my toddler with me .The driver never stop to asked if I was okay or nothing just drove off and I took a photo of the reg and call and make a report and the satisfaction out of this was not good at all why run a company and can’t provide a proper service to the public not in even a manager could of take of the phone with a apology is the customer service representative saying sorry. I will be taking this case further .”

Helpful Report

Posted 6 months ago

“Not fit for purpose. Deliveries late or cancelled without letting you know. Ocado is unreliable and not worth the smart pass payments, high prices and big overnight price rises.”

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Posted 8 months ago

“everything's 30% or more expensive than other supermarket. not an issue, you'd expect a great service, but not when drivers turn up out of slots. one driver showed me his device and he was booked out of the slot, they don't care what you pick, they just squeeze as much as possible. milk leakage all over one box (out of two), so half the shopping was compromised. heavy stuff packed on light stuff. driver said they only have 4 minutes for deliveries, so no surprise they barely give you any service, jsut hand you the bags and go. tesco is much better, good customer service, reasonably priced too. rang customer service on 3 different days, 3 different people, they all use a script and tell you they'll call you back. no one ever calls back. dreadful company”

Helpful Report

Posted 8 months ago

“Since posting our review with reference to damage caused by the Ocado driver to our boundary wall whilst delivering our on line shop on 25th May. The settlement has now been finalised on 9th July. On 15th July Ocado informed us that we would receive settlement within 10 to 15 working days. This Company is an absolute sham and anyone who deals with them might possibly endeavour the same problems. They have caused sufficent hassle to last a life time. I would not recommend purchasing from this Company.”

Helpful Report

Posted 8 months ago

“Ocado cancelled my order with about 12 hours’ notice claiming that they couldn’t authorise my payment card, without giving me a chance to update it! I have a 6-week-old daughter, and this was my food for the next days. Inconvenience doesn’t begin to describe it. This is an outrageous way of conducting business and I will never use Ocado again.”

Helpful Report

Posted 9 months ago

“Used Ocado for regular deliveries until the driver reversed into our wall causing lots of damage - despite their being at least 22 metres of frontage - five weeks later still in despite with Ocado and their validation company regarding claim. Why should we be out of pocket with this settlement when Ocado is at fault. Dont shop with this Company they are dreadful - and no one should encounter and hassle we have experieced.”

Helpful Report

Posted 9 months ago

“Whilst making a regular delivery, the Ocado driver reversed into our front wall causing a great deal of damage. Almost five weeks later the case for compensation has not been resolved, despite submitting details information to both Ocado and they insurance side kick TBRN. Ocado have caused us a lot of problems and unncessary aggrevation especially when the driver had about 20 metres of driveway to reverse onto.”

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Posted 9 months ago

“Never trust the good words that they put out there, you will regret investing with them like i did. Grateful to spectrum-crest {com} that recuperate all my assets.”

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Posted 10 months ago

“I have been using ocado for a few months...the price promise discount codes do NOT work. I have spoken with customer services on numerous occasions ......still not resolved. Really disappointed with this company. I would not recommend.”

Helpful Report

Posted 10 months ago

“First delivery ordered today. Terrible service no show delivery Initially customer service not helpful. Turns out driver claims too have delivered to wrong house. No shopping ! Gave clear delivery instructions for directions. Won't use again”

Helpful Report

Posted 11 months ago

“I made an order online which was very good value for money. Ocado then cancelled my order 2 days later informing me there was a warehouse issue and I needed to rebook a delivery slot, when I rebooked the slot the voucher codes that I used previously were no longer being accepted adding more than £100 to my order. When I spoke to Ocado about this they informed me that the reason my order was cancelled was due to more than one voucher being used on the order (however their website allowed the input of multiple codes) and could not provide me a reason as why they told me it was due to warehouse issues. It seems as though Ocado purposely cancelled my order so they were able to cancel the voucher codes which were allowing such great discounts. For a company that has profited over billions of dollars year on year since 2020, I think it's disgusting that they have purposely intercepted and lied in order to prevent ordinary people from seeking a bargain.”

Helpful Report

Posted 11 months ago

Ocado is rated 4.1 based on 2,634 reviews