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 3 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“After watching the video of how the food is picked and packed I understand how the bags are incorrectly packed. Often heavier goods are plonked on top of more delicate items. That is why I get damaged goods and with no human involved goods that are past their best in quality.”

Helpful Report

Posted 2 months ago

“Hey very nice”

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Posted 1 year ago

“Products brought squashed, eg bread alcohol been placed on top of it ,only got sat eve mouldy by sun eve not good enough”

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Posted 1 year ago

“Like others, I deserted Ocado when they abandoned their regular customers during Covid. It is still not a company I much like. However, their selection of products is the best there is although more detailed categorisation would be helpful. They are also very good at delivering what you order without substitution. This, together with relatively keen pricing, makes them hard to beat. Deliveries are always on time and the drivers courteous. My main criticism is shelf-life. Of my delivery today, four items had a shelf-life of just 24 hrs while a further five had 36 hrs. None of these were, accordingly, worth buying.”

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Posted 1 year ago

“I have normally been very pleased with my delivery except for today because my frozen food was defrosted. Part of it was meat which is not good.”

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Posted 2 years ago

“Drivers & website very good..(customer service not so much) however the M&S partnering publicised that prices were on par or better than Waitrose... slowly but surely prices have crept up & up (do they think we don't notice!) Waitrose equivalents constantly lower priced! After more than 10 years I'm questioning why I'm still using them...🤔.”

Helpful Report

Posted 3 years ago

“They have the best choice out of all the supermarkets and at a range of prices. I buy free range meat and I can get more here than anywhere else. However often a lot of stuff is unavailable. This is not so bad considering there are so many other options but it can get annoying at the check out. I gave up buying icecream after 8 were unavailable one week. I like the fact I can get free delivery but the drivers are always in a rush. I don't know if they have bad working conditions or are just not given any customer service training. A couple of times they have rang to try and get to me early ( I book the slot I do for a reason) and they just dump the bags and go without any time for discussion. I told one I wanted to return the bags and the last driver rushed off before I could and his response was ,'you have to be on the ball,' It seems there is not an Ocado just for me. couldn't really believe he spoke to me like that. Shame as I love the variety but the drivers with all the others seem much more friendly and polite.”

Helpful Report

Posted 3 years ago

“My first order as I was offered free delivery. I read reviews and was concerned especially as paypal authorised £6 more than my bill showed( this was not VAT). This unsettled me. After my order was delivered paypal was debited for the correct amount. My order was complete,no substitutes and undamaged but there was nothing time critical or difficult. I probably wont use them again as the food was overpriced and I didnt like the way they preauthorised what appeared to be a random amount of money from paypal. Feel safer with Tescos and Waitrose”

Helpful Report

Posted 3 years ago

“I am unfortunately unable to get a slot .Why on earth are only 3 days showing as most of my order is for a little later than 3 days.Why not 7 days at least.Ocado does not compare favourably with any of the other supermarkets including Waitrose.”

Helpful Report

Posted 4 years ago

“5stars pre m&s even though lots of m&s products are superb and excellent there just is not the choice no decent bean mix for soups no sensitive washing powder and no gourmet boxes of cake cat food fluffy is disgusted if he could talk he would go to Waitrose and corky the dog agrees no beef marrowbones ocado day used to be the highlight of his week ,now just a sad face on a Wednesday”

Helpful Report

Posted 4 years ago

“Ocado have always been excellent but since teaming up with m&s I will sadly have to go to Waitrose.com. The products just don’t measure up and Are trying to replicate Waitrose products but failing. Finding it difficult to shop with Ocado now”

Helpful Report

Posted 4 years ago

“I have been with ocado for over 8yrs and have only ever done my shopping on-line with them and I too feel that they have left their loyal customers by the wayside I know things at present are really difficult and I agree that the elderly and vulnerable should be given priority but something has gone wrong down the line somewhere. So at last I have got a slot after over a month of waiting also I feel they are profiteering from their delivery charges at present I only hope that the workers will get a bonus at the end of this and doesn't go into the chairmans pockets.”

Helpful Report

Posted 5 years ago

“Where is the Duty of Care that other on line grocery delivery services fulfil? A friend, like me in her seventies, vulnerable and without a car, was quickly and easily able to make her on line order with Sainsbury’s yesterday and was given a delivery slot for today. Sainsbury's had her date of birth and had prioritised her. She is so relieved and grateful. Ocado do not prioritise anyone or anything other than their own greed which has led them to this sorry situation. What is wrong with this Company? It doesn’t bother them in the slightest that the elderly and vulnerable who should be remaining in isolation at home are forced to go outside and mingle with others in order to get food to survive. Who cares? They are going to die soon anyway? Ocado you are a disgrace but you will reap what you sow. Note to CEO - why do you not have the dates of birth of your customers - is the answer Greed by any chance?”

Helpful Report

Posted 5 years ago

“This is the second time I have ordered from Ocado. Overall pleased with the products and the offers (saved £20 as I spent over £60 and delivery was free). Delivery slot was between 10:30 to 11:30 on Saturday 22 February, Stephen (delivery person) parked outside my house more or less at 10:30, I opened the door and saw that he was readying the shopping, sticking in boxes. He then brought the shopping to the porch area inside front door; not even bringing it inside to the living room let alone the kitchen (small house living room then kitchen) I said I will return the bags and Stephen mumbled to the effect of saying ‘‘if you’re quick’ I quickly emptied the shopping and gave him the bags and said ‘is that quick enough?,.’ And closed the door. I found Stephen to be rude and his attitude was can’t be bothered attitude. He took longer time to bring the shopping from van to door-didn’t need it to be in the boxes (the first delivery person was polite and brought the shopping to the living room) I thought Ocado delivered to the kitchen table, is that not correct?”

Helpful Report

Posted 5 years ago

“lots of delivery times”

Helpful Report

Posted 7 years ago

“Ok for groceries but would never recommend for Ocado branded fruit and veg, it is usually of poor quality and on the turn or completely bruised and damaged as in the case of the last bag of apples I bought, they looked as if they had been kicked around and would never have been purchased by anyone who had seen them in advance.”

Helpful Report

Posted 7 years ago

We're sorry to hear that you have experienced poor quality fruit and veg from us. We will be passing your feedback on to our Food Technology team to investigate as we want to deliver the best produce to our customers. If you could kindly email us at ocado@ocado.com or call us on 0345 656 1234, we can look into this further for you.

Posted 7 years ago

“Very professional. The down side is that they cancel my order on the day of delivery because of my bank blocked the transaction as the bank thought it was fraudulent (first transaction). Had to call Ocada, place a new order and delay my order by 24 hours again (hoping it wouldn't be blocked this time. I ended up losing a discount voucher for free delivery. I wished they did a test purchase at the time I placed the order rather than the day of delivery....”

Helpful Report

Posted 7 years ago

We're very sorry to hear this Annika, this is certainly not the level of service we would expect and we will certainly pass on your feedback to reduce such things happing again. Our apologies again.

Posted 7 years ago

“They used to make me happy ... NOW with their New Website... I am not. Why can I not see any Star ratings on goods I have already bought ? Shows star ratings for all other goods. Soo if I want a bottle of white wine.... all the white wine that I have ever bought will come up..... but no star ratings !!! I will have to click on each and every white wine that I have bought over the last 5 years to find out which is now a good buy”

Helpful Report

Posted 7 years ago

We're very sorry for any disappointment caused, we'll certainly pass on your feedback to our Web Team. Our apologies again.

Posted 7 years ago

“The reason I have not given the service a good rating is because I would really appreciate it if uncooked meat and fish could be put in a separate bag to other items. Sometimes it has looked like some of the contents from the meat products has leaked onto the other items I have bought and I have had to discard them. I know that if this has definitely happened I am entitled to a refund of the contents of the bag but this is really inconvenient as I am then left without the food I need. I have stopped ordering meat from Ocado for this reason.”

Helpful Report

Posted 9 years ago

Gosh, we're ever so sorry for the disappointment caused Dawn as it it is never our intention. We can completely understand your frustration. We've looked at the heat-sealing process for raw meat and fish products, and found that it's been extensively developed, improving the safety and resilience of the packaging. We're 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'll pass on your comments to our Warehouse team so that they are aware as your feedback is very important to us. If you do ever come across damaged packaging for your meat & fish then please let us know right away. We're ever so sorry again and do hope that you enjoy the rest of your day.

Posted 9 years ago

“Good delivery slots. Often in the week can be delivered the same day. Rare for there to be substitutes. Very poor consideration to use by dates. Difficult to budget for a weekly shop as use by dates for perishables only within a few days . Poor customer complaints service . But overall ok service.”

Helpful Report

Posted 9 years ago

Ocado is rated 4.1 based on 2,634 reviews