Drivers and delivery service are excellent - best home delivery service around for being on time, little, or no, substitutions, bag recycling facility, 1 hour time slots , punctuality and excellent customer services. The refund facility is excellent too, never a quibble, but I would much rather either receive a substitute or get a 'missing item' note on my receipt if the ordered fresh produce isn't up to standard. What lets Ocado down is the quality of the fresh produce, especially the fruit and vegetables. There appears to be little, or no quality control at the warehouse as fruit is often sent out very under, or over ripe. This is not helped by the fact that if you leave a review on the Ocado website rating 1 star and stating your reason for this, nothing seems to improve. There might be a reply to the review you leave along the lines of ' we have passed your comments on to our supplier'. Sadly, I would guess it's not the suppliers fault as it would do them no good at all to supply below standard produce. There are strawberries offered for sale where only 36 out of 123 people would recommend them to a friend. These reviews date back to 2012 so there has been plenty of time for improvement! What appears to be totally lacking is any form of fresh produce quality monitoring at the warehouse facility so that unsuitable products are not supplied, but substituted or missed out altogether. It's really annoying to receive 7 bruised, bullet hard bananas that never 'ripen at home' or pun nets of strawberries on special offer with a 2 day 'use by date,' which are so overripe they can only be used for smoothies. I find it hard to believe that the produce, transported in air conditioned, chilled vans, deteriorates that rapidly. I will continue to use Ocado because of the good service I get, but it would be lovely to be able to include fresh fruit on my order knowing that most of the time, it would be of a high standard. Other home delivery grocery services offer a 'fresh check' service where all the fresh produce is conveyed in one box which offers you the facility of checking it through with the driver and refusing to accept it as part of your delivery if it is bruised or substandard. Much easier than having to ask for a refund, and possibly a way of improving quality control