Ocado Reviews

Name: Ocado
Address: 3 Bishop Square, Hatfield
Rating: 4.03

4.0 Rating 2,657 Reviews

77 %

of reviewers recommend Ocado

Company Reviews

Questions

Metrics

4.0

Based on 2,657 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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Ocado 1 star review on 12th September 2025

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

“REVIEW FOR ANGELIC DELIVERY DEIVER “RYAN” REVIEW 4 STUPENDOUS DELIVERY DEIVER… REVIEW FOR ANGELIC DELIVERY DEIVER “RYAN” ⭐️ Hello Viewers,Potential Buyers’ and readers’. Review By RGN & PT. Ms.Highness If you are disabled like me or vulnerable ,then Ocado is the right place for you to recieve a tailored & professional delivery by this individual . If it’s possible to request him , for your delivery I highly recommend “Ryan “ for he’s delivery services . Dear Ryan ,Ocado,CeOs’ ,directories’ and managers’. I would like to express my sincere appreciation for Ryan, whose exemplary conduct during my delivery deserves formal recognition. As a disabled customer, I often rely not only on the physical service provided, but also on the sensitivity, patience, and composure of the individual assisting me. Ryan demonstrated all of these with extraordinary grace. He handled my shopping with impeccable care, ensuring everything was placed exactly where I needed it, and he maintained a calm, respectful presence throughout the entire interaction. Ryan’s kindness is effortless yet deeply impactful. His professionalism goes far beyond basic expectation; he operates with a level of courtesy, emotional intelligence, and attentiveness that reflects genuine character. He showed awareness of my disabilities without drawing attention to them, treating me with dignity and respect while ensuring I felt safe, supported, and not rushed. Employees like Ryan are rare. His demeanour, work ethic, and natural compassion make him an invaluable asset to Ocado. I strongly believe senior management—including the Manager, CEO, and Directors—should consider rewarding his exceptional service with a raise or promotion. Talent and humanity of this calibre should not only be acknowledged but actively uplifted.Ryan is, quite simply, priceless within his role. Ocado is fortunate to have someone of his integrity and calibre representing the company. Ryan’s conduct embodied a level of respect and refinement rarely encountered in modern customer service. His character was distinguished by genuine warmth and impeccable professionalism, expressed through a carefully chosen vocabulary that conveyed courtesy, intelligence, and effortless composure. His presentation was immaculate and elegant, reflecting both pride in his role and sensitivity toward my needs. Every item was delivered with precision and care, ensuring I did not struggle, lift, or exert myself in any way. His patience was exceptional—measured, graceful, and unwavering—allowing me the space and dignity I required while maintaining an atmosphere of calm, attentiveness, and complete reassurance. Ryan demonstrated an extraordinary calibre of service that speaks to both his integrity and his natural sophistication in dealing with customers. His manner was composed, polished, and deeply respectful, and every word he used carried a sense of calm assurance and genuine courtesy. His appearance and presentation were impeccably professional, reflecting a standard far beyond the ordinary. He managed the delivery with flawless precision, placing each item safely and thoughtfully so that I was never required to lift, strain, or intervene at any point. His patience was remarkable—steady, gracious, and profoundly considerate—creating a sense of ease that transformed the entire experience into something truly exceptional.Ryan’s commitment to going above and beyond was nothing short of exceptional. He demonstrated a level of dedication that far exceeded the standard expectations of his role, approaching every detail with a sense of purpose and genuine care. His willingness to extend himself—whether through thoughtful assistance, attentive listening, or refined problem-solving—reflected a deeply ingrained work ethic and an extraordinary sense of humanity. Ryan did not simply complete a delivery; he elevated it into a seamless, dignified experience by anticipating needs before they were spoken and offering support with a quiet, effortless generosity. This spirit of going the extra mile is a rare distinction, and it speaks volumes about his character, professionalism, and exemplary service.Ryan has consistently demonstrated a calibre of professionalism that clearly warrants advancement within the company. His conduct reflects maturity, intelligence, and an instinctive understanding of customer care that exceeds typical expectations. He embodies the qualities of a natural leader—calm under pressure, articulate, attentive, and exceptionally reliable. Ryan elevates the Ocado brand through his behaviour alone, representing the company with dignity and effortless grace. His ability to transform routine deliveries into reassuring, refined experiences sets him apart from his peers.”

Helpful Report

Posted 1 day ago

“One morning, I logged into my investment dashboard and noticed something wasn’t right. A potential security breach. My heart sank. Every second felt like an hour. I’d worked too hard to build this portfolio, and now everything was at risk. That’s when URF proved why they’re the only name I trust when it comes to cybersecurity. I reached out immediately, and within minutes, I had a dedicated team assessing the situation. No scripted responses. No bouncing around from department to department. Just action. They identified the breach fast — faster than I expected — and immediately moved to contain and resolve it. But they didn’t stop there. They walked me through every step, explained what happened in plain language, and put multiple layers of protection in place to make sure it never happens again. Their professionalism, speed, and transparency gave me something no one else could: peace of mind.”

Ocado 1 star review on 22nd November 2025

Helpful Report

Posted 1 week ago

“I bloody love Ocado. Place an order on the Monday and it turns up on the Tuesday delivered right to the door. The drivers are always friendly and helpful and offer to bring it in if I need them to (I always say no because I could do with the step count but it’s kind of them to offer). They always have a really good selection of items and unlike Sainsbury’s or Tesco, they pick substitutions that are sensible and not ‘I ordered a bag of carrots but got a bottle of wine!’ :) Plus, save your bags and give them to the driver next time and you get 5p back per bag - not getting that with Morrisons are you! And don’t even get me started on the little game of ‘which van will turn up’. Personally I love a plum van but my husband loves a Percy pig one!”

Helpful Report

Posted 2 weeks ago

“I recently bought a loaf of sourdough via Ocado and was shocked to find a very long hair baked into it. Understandably disturbed, I contacted customer service straight away. While I appreciated the initial back-and-forth, the final resolution was disappointing. I was offered £10 — barely twice the cost of the loaf, which itself was almost £5. That amount felt more like a token than a genuine apology. More concerning was the complete silence from Gail’s — not a single word of apology or acknowledgement from the bakery itself. For a brand that positions itself on quality and care, this lack of accountability is really disappointing. Needless to say, I won’t be shopping with Ocado or Gail’s again”

Helpful Report

Posted 2 weeks ago

“missing item.....not informed of substitutions and always charge for too many bags”

Helpful Report

Posted 1 month ago

“I never expected to encounter such a reliable team — their support turned a stressful situation into one I could finally overcome”

Ocado 1 star review on 29th September 2025

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Posted 2 months ago

“Fabulous, I've never had any issues they have a huge organic range of fruit, and Veg is always fresh and looks healthy by far the best supermarket about”

Helpful Report

Posted 2 months ago

“Scammed? Paradigm Recovery Firm Has You Covered”

Helpful Report

Posted 2 months ago

“Frozen Account? Alpha Recovery Fixed Everything!”

Helpful Report

Posted 2 months ago

“All was going great for years, until someone came up with the new website idea, which felt like going from Mac back to Office cc. 2010. Clunky, click-inducing, no choice of view, illogical, boring, insipid... and have I mentioned you now have to click three times where one click used to suffice? There’s something nefarious going on with the prices/ offers, too. Wonder if the new website is but a smokescreen for hiking up the prices and swiping away the good offers. In fact, I’m pretty certain it is.”

Helpful Report

Posted 3 months ago

“your money can be recover from online investment scam”

Helpful Report

Posted 3 months ago

“Despite raising multiple complaints and explicitly selecting the option to separate meat from other items, Ocado continues to ignore basic food safety and hygiene. Bags are consistently overloaded, and raw meat is thrown in with milk and fruit — a clear contamination risk. This isn’t a one-off. It’s happened time and time again. Even drivers admit the situation is getting worse and that they have no control over how orders are packed. It’s clear Ocado no longer cares about customer concerns or quality control. I’ve given them more than enough chances, but I won’t be continuing as a customer.”

Helpful Report

Posted 4 months ago

“Rotten and dented fresh produce. Wasn't able to claim a refund via app as it was was the change over day between old & new website / app for my area. My order was not listed anywhere, disappeared in a puff of smoke. Appalling customer service - made me feel like I was lying when I said I didn't know I needed photos. I have thrown away rotten produce as you don't need it on the app when claiming a refund. Pushed me away as if I was lying! Won't be shopping with Ocado again. Shame I can't award zero stars. I didn't receive a refund but in order to complete the review I had to pretend I did by ticking a box to go forward in order to publish the review!”

Helpful Report

Posted 4 months ago

“The delivery drivers go out of their way to be helpful. Always very pleasant. Always on schedule. Ocado must have a good H.R. dept in choosing them. Food is excellent quality, inc M&S (a bonus).”

Helpful Report

Posted 5 months ago

“The new app is the problem! Since downing loading it a couple of days a go, I am struggling to log in. Usually it opens automatically but I kept being taken an authentication picture part to select items (eg American hydrants or American traffic lights) to try to get to logged in. Although I logged in eventually and saved my password, the following times I have gone to access my order has been very hit and miss. I have been asked to download the new app 3 times now (I did a second time but I'm certainly not going to a third time as irs been done!). I now can't amend my order, citing there is a problem and my order of £200 tomorrow can't be accessed. Before this update, I was using the Ocado old app without any issues. I spend around £200 a month, sometimes much more, but I am reconsidering whether I stay. Really, really frustrating!”

Helpful Report

Posted 5 months ago

“Ocado delivered today on time everything looks fresh and cold. Alfie delivered with a smile so all in all a happy customer.”

Helpful Report

Posted 5 months ago

“Have used Ocado for the past 5 years now. They have always arrived on time, drivers are always very nice and polite. We have had a couple issues where items have been missing from the delivery but are always refunded the difference when we call up. Customer service is always very polite and helpful and quick to answer.”

Helpful Report

Posted 6 months ago

“Today I received four free-range chicken legs best before the day they were delivered! Didn’t like the look of them, or the smell. (best before May 19th, delivered May 19th) Had actually given Ocado a second chance, without ordering fruit & veg after having previously received burst and mouldy tomatoes which, ironically were in date, as well as eggs where some were broken. NEVER AGAIN!”

Helpful Report

Posted 6 months ago

“I had such horrible customer service today with Ocado. The driver did not attempt a delivery during my predetermined order time and they had the nerve to suggest that it was my fault. The customer service team indicated that because I did not pick up a call from the driver prior to my delivery slot, I was liable for charges related to perishable items. I was home, and ready to accept the delivery and spoke to customer service who said they could not reach the driver within the predetermined time and had to cancel the delivery because of this. I am absolutely gobsmacked by the poor service.”

Helpful Report

Posted 6 months ago

“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 7 months ago

Ocado is rated 4.0 based on 2,657 reviews