Ocado Reviews

Name: Ocado
Address: 3 Bishop Square, Hatfield
Rating: 4.04

4.0 Rating 2,638 Reviews

77 %

of reviewers recommend Ocado

Company Reviews

Questions

Metrics

4.0

Based on 2,638 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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Spent 1 hour doing an online shop on Monday for delivery Tuesday. On checkout went to enter a voucher code they had sent me which expires 10/5 but it did not work. I then reached out to customer service who never even apologised and told me that it had expired on the 25/4. I explained it hadn’t then had to leave the chat to take a screenshot of the voucher code. The second customer service representative said it was showing expired at their end and that all they could do was escalate to their Marketing team who should respond in 36 hours! Again no apology that I wouldn’t be able to place my order and no resolution. It’s disgraceful that an organisation this big isn’t able to regenerate a code. I then had to visit a supermarket to do the shop as it was too late to get a delivery with another supplier. I have had no email from them and I won’t be shopping with them again!”

Helpful Report

Posted 1 day ago

“If your order is important or time-sensitive, do not trust Ocado. Ordering from Ocado is a gamble. No matter how far in advance you plan, you’re left waiting anxiously until the cut-off, hoping your order doesn’t suddenly vanish. Grocery shopping shouldn’t feel like a game of chance. I placed a carefully planned order well in advance for a special event, only to have it cancelled minutes after the cut-off – with no warning and no chance to put it right. Here’s the issue: Ocado doesn’t check your payment details until after the cut-off. If there’s any problem – even something minor – your order is automatically cancelled, and by the time you’re notified, it’s too late. In my case, I still don’t know what went wrong. The card was saved to my account (I’d used it for previous orders), and there were sufficient funds. Maybe my bank wanted an authorisation in the app? But it shouldn’t matter. What matters is that Ocado’s system gives you no chance to correct anything. They cancel your order just hours before delivery, and customer service can’t help. I was told I could place a new order, but the next available slot wasn’t until the following day, long after my event. And there was no guarantee it wouldn’t happen again, as Ocado still wouldn’t check payment until after the next cut-off. Senior customer service manager Reece told me this was 'the system working as intended.' That’s what baffled me most. Ocado's system is designed to cancel orders at the last minute, with no recourse – and they’re fine with that. I will never rely on Ocado again unless I truly don’t care whether the order arrives. But with groceries, that’s almost never. I’m sharing this so others don’t get caught out like I did. If you need your delivery for a specific time or occasion, don’t take the risk. I used to recommend Ocado – now I will warn people to think twice.”

Helpful Report

Posted 1 day ago

“Driver turned up and couldn't deliver fresh goods- he had informed his manager chiller was broken before dispatch at 4pm- his manager said that he knew about it this morning but sent him out anyway. No one contacted me the whole day despite my delivery being at 8pm. That poor driver was left to it by his manager at the depot who expected him to pickup with customers last minute, irate- rather than giving them a call to give them a heads up so they could make other plans. I've been left with no dinner for myself, and nothing to feed my kids tomorrow. Customer service team worse than useless at resolving anything also- apparently impossible to get anyone to me tomorrow. Terrible service all round- sure things break but for the manager not to have called customers so they could make other plans is unacceptable.”

Helpful Report

Posted 2 days ago

“Terrible company ... Placed an order to be delivered one evening ... Charged 99p because it was late .... Only to find they had changed the price to £1.99 , as some items were out of stock ... So the order went below £75 ... Now this was not shown on the website .. But careful ordering from this company ... I sure will not be using them again”

Helpful Report

Posted 1 week ago

“Extremely disappointing service and zero accountability I had been a loyal Ocado customer for a long time, spending over £300/month and receiving dozens of successful deliveries — until one evening when a driver refused to deliver my order. He claimed he couldn’t find parking and that delivering to my door was a "risk". This was a complete lie. I live in Liberty Place, a gated residential complex with plenty of free parking and easy access, confirmed by every single Ocado driver before him. Instead of investigating properly, Ocado sided with the driver, ignored my feedback, and hid behind vague excuses about "risk assessments". Despite multiple emails, including photos and explanations, they refused to admit fault or offer any real solution. They repeatedly dismissed my concerns and ultimately made it clear they weren’t interested in keeping a loyal customer. Due to this terrible handling of a simple situation, I’ve asked them to permanently close my account and moved to another provider. Ocado clearly does not value loyalty or take responsibility when their drivers don’t do their job.”

Helpful Report

Posted 3 weeks ago

“avoid this company they don't respect people”

Helpful Report

Posted 1 month ago

“I have ordered from here a few times in the past but stopped because I couldn't afford the prices. I recently placed an order after a year or 2 as the Ocado was the only store who had them. I also have to say that they always have stock of their advertised products. Anyway the items didn't agree with me. And I sent an email, the response I got wasn't very good. So I emailed again and I recieved a phone call where they are aged collection of my items at a time that was convenient to me. They explained that they are a warehouse and can't always refund some things because they are a warehouse but they were able to help me. Such accommodating, friendly knowledgable service from beginning to end. Thank you for being so understanding and empathetic to the situation with me and the products (which obviously they didn't manufacture) but they took the loss. If the prices were not as high, I would shop here more often. They don't even charge delivery fees. I will try shop here more often on the months I can afford it.”

Helpful Report

Posted 1 month ago

“Awful customer service. Rotten produce and no resolution. Avoid”

Helpful Report

Posted 2 months ago

“I had a text saying my order was next stop on the driver’s list. I waited for an hour after the time Ocado gave and then found a text saying it had been cancelled. I had ordered the food for dinner guests arriving that afternoon. Whatever problem the driver had - van broken down? Who knows? - Ocado should have sent another van out to deliver the orders. Not a good way to welcome a new potential customer. I’ll go back to Asda, thanks.”

Helpful Report

Posted 2 months ago

“Benjamin my delivery driver was fabulous! Winchester. I have had my food delivered by Ocado for nearly 3 years. I have nothing but total praise and satisfaction from Ocado. Its great value, if you work full time, its a one stop shop if you want it, like me!! Tonight, just wanted to give a shout out for Benjamin. All my delivery drivers have been fab, but Benjamin just went the extra mile; he was early in my hour slot! Tick! And he was so helpful and thoughtful!! Tick! So win win, keep it up Ocado and team, you are doing a great job, also want to thank the pickers who pick my delivery every week, you guys need a mention, as you get it right every time!! 5 Stars ✨️✨️✨️✨️✨️”

Helpful Report

Posted 2 months ago

“Drivers turning up early - outside of my prebooked delivery time Ocado, Avonmouth in Bristol - Drivers turning up outside of my prebooked delivery time and refusing to redeliver. I book a time slot for my convenience, not the Ocado drivers. Finally when i get through to the helpdesk, the very rude Manager informs me the order has now been cancelled by the Ocado driver and i will have to go online again and do a whole new booking. Absolutely discusting! So i popped to my local Waitrose. I'll never use this bunch of cowboys at Ocado ever again. What a waste of my time.”

Helpful Report

Posted 2 months ago

“I was shocked by the dangerous driving of an Ocado van driver on Royal Windsor Way on 8th February at 1 PM. The driver was speeding, driving recklessly, and honking aggressively. To make matters worse, he was shouting and swore at us, despite the fact that I was with my two small children. This behaviour was completely unacceptable and unsafe for other road users. Ocado should take immediate action with this driver.”

Helpful Report

Posted 2 months ago

“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 3 months ago

“All, my, shopping, was, urinated, on, all, my, food, is, disgusting, but, I, have, to, eat, it, because, I'm, poor.”

Helpful Report

Posted 4 months ago

“And the worst customer service of 2024 goes to... OCADO! Absolutely rubbish. Had an order placed for about 10 days and then cancel the night before (1 week before Christmas). Apparently card issues but doesn't seem to be issues with any other companies. Why not message to say there is an issue before cancelling? Obviously no slots now and customer service uninterested in helping. There advice is to "place an order on the next available day". Very helpful. First experience with these and my advice is to stay well away from these cowboys and go to a proper supermarket. Never had anything like this elsewhere and whenever there has been an issue the likes of Sainsburys have been helpful and keen to resolve any issues. You've been warned!”

Helpful Report

Posted 4 months ago

“Brilliant company. I've had weekly deliveries for past seven months. Delivery always on time 06.45. I've only ever had one substitution. Drivers always polite and helpful, customer services very helpful and pleasant. Quality of everything is amazing. By paying £3.99 monthly for smart pass I get unlimited free deliveries and 10% off certain lines. I am sorry to see so many bad reviews. I am supplied by Andover warehouse. Because of ocado exceptional service I will never shop elsewhere.”

Helpful Report

Posted 4 months ago

“It's been 2 years since I closed my ocado account after a driver made false allegations about me as an excuse not to deliver. Initially I was upset but I have never looked back. Gone is the stress of wondering whether or not your order will be delivered. No more produce that's on the verge of expiry. And the Weleda shampoo I always paid £8 for is on Amazon for £5. Really enjoying the fact I'm saving money whole NOT supporting ocado. Feels oh so good.”

Helpful Report

Posted 6 months ago

“Deliveries are always on time, fresh, well packed and delivered by polite, friendly drivers. Never had missing or replaced items. Customer service is extremely good with prompt positive responses.”

Helpful Report

Posted 6 months ago

“One morning taking me my son to school where I line crossing the pedestrian and a driver nearly ran me over and bearing in mind am heavily pregnant n had my toddler with me .The driver never stop to asked if I was okay or nothing just drove off and I took a photo of the reg and call and make a report and the satisfaction out of this was not good at all why run a company and can’t provide a proper service to the public not in even a manager could of take of the phone with a apology is the customer service representative saying sorry. I will be taking this case further .”

Helpful Report

Posted 7 months ago

“Not fit for purpose. Deliveries late or cancelled without letting you know. Ocado is unreliable and not worth the smart pass payments, high prices and big overnight price rises.”

Helpful Report

Posted 9 months ago

Ocado is rated 4.0 based on 2,638 reviews