Overall very good for variety and availability of stock, delivery options are excellent especially with the SmartPass, delivery drivers are friendly and very helpful. Refunds for missing or damaged items are promptly approved and sometimes arranged at the door by the driver if items are seen to be damaged then. The most serious shortcoming has always been there - packing. Too often, large heavy items are packed on top of more delicate items, such as cartons of milk on top of the bread, boxes of cat food on top of the yogurts. It doesn't happen often enough to merit a lower overall marking, but it does happen too often. If there was an "excellent" rating available, Ocado would have to resolve the packing problem to earn that marking.