I'm about to hit my ninth year of using Ocado regularly most weeks. I'm a delivery pass subscriber and shop for a family of six, probably spending around £500 pcm with Ocado. Deliveries; excellent. Drivers are prompt, helpful, will call ahead to ask if they can deliver early. Substitutions; rare, for the most part sensible, one of Ocados strong points is that you can't usually order something in the first place if they have no stock. Range; generally good, better than my local, fairly small Waitrose. Great quality food and other products, we buy a lot of Waitrose Essential brand. Ocado own brand needs caution, some is as good as Waitrose, but not all. Packing; the MAJOR fail. The only thing that frequently disappoints. 5kilos of cat litter on a loaf of bread isn't helpful, nor are several 4-packs of beans on top of meringue nests, nor the 12 pack of eggs at the bottom of a full bag meaning 5 have cracks and I need to use them asap or chuck them, finger rolls like pancakes after having washing liquid bottles dumped on them - where should I stop? Sort out the packing conveyors to stop ridiculously heavy stuff being bagged with soft or delicate stuff and you'd be perfect!