The Good: *web-site easy to use *IPhone App brilliant and so useful *Slots always available when I need them *Mid-week Smart Pass (when on offer) excellent value *Deliveries on time 99% of the time. * Excellent range of own brand, Waitrose and labelled products and increasing all the time *Regular freebies - and lately I've been asked at checkout to choose what I'd like, meaning that they don't just turn up, even if they're not appropriate and I can't use them (meaning I have to give them away or bin them) The Bad: * Whilst they offer Tesco Price Match, they don't match Tesco (or other supermarket offers e.g. Tesco might have Innocent juice on BOGOF, Ocado will only have 25% off *Offers can change week to week so are confusing e.g. Tilda rice - might be £1 per pack one week, then 3 for £4 the next * Every time Smart Pass (or whatever it's called now as it changes) is up for renewal I have to negotiate on the price - just give me a regular offer i.e. the £2.99 you gave me for 6 months - give me that as an on-going price with a minimum of 6 months then I don't need to waste my time negotiating and you won't potentially lose a customer (which is VERY likely with all the delivery problems we've been having the last year) The Ugly: * Persistent packing issues i.e. toiletries in with raw meat or fresh produce, heavy items in with things like bagged salad * Regular smashed, damaged or leaking items some so bad that it's taken me half and hour to clean up the mess in the hallway where the driver has left the bags N.B. YES!!! - this (and every other persistent issue) has been reported (constantly) causing a lot of frustration and waste of my time and effort. FINALLY after many attempts and requests for something other than a numb-skull, scripted reply (along the lines of 'this isn't the standard we aim for' blah, blah, blah) a manager has gotten involved and is supposedly monitoring our deliveries, at present with limited success (but I feel his frustration that the warehouse packing team just can't seem to get things right). These issues have gotten worse in the last year. A year ago I would have been singing Ocado's praises and there are many good points that would keep me as a loyal customer if they can get the above things right in future, however, my patience is running out and I wouldn't currently feel comfortable recommending to anyone else with all the problems we've had recently.