Ocado Reviews

Name: Ocado
Address: 3 Bishop Square, Hatfield
Rating: 4.05

4.1 Rating 2,632 Reviews

77 %

of reviewers recommend Ocado

Company Reviews

Questions

Metrics

4.1

Based on 2,632 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 22nd December 2023

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

“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 week ago

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

Helpful Report

Posted 3 weeks 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 1 month 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 1 month 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 1 month 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 1 month 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.”

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Posted 2 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 3 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 3 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 3 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 5 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.”

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Posted 5 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 5 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.”

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Posted 7 months ago

“We have been using Ocado for a few months now and absolutely love it. It's cut my shopping bill right down, never have substitutes, drivers are always on time, polite and the quality of food is amazing. The vouchers from the price promise always work for me too. I won't shop anywhere else now!”

Helpful Report

Posted 7 months ago

“everything's 30% or more expensive than other supermarket. not an issue, you'd expect a great service, but not when drivers turn up out of slots. one driver showed me his device and he was booked out of the slot, they don't care what you pick, they just squeeze as much as possible. milk leakage all over one box (out of two), so half the shopping was compromised. heavy stuff packed on light stuff. driver said they only have 4 minutes for deliveries, so no surprise they barely give you any service, jsut hand you the bags and go. tesco is much better, good customer service, reasonably priced too. rang customer service on 3 different days, 3 different people, they all use a script and tell you they'll call you back. no one ever calls back. dreadful company”

Helpful Report

Posted 7 months ago

“Ocado keep adding things that we remove from our favourites. They seem to add things for which they have a lot of stock and which I have already asked to be removed online and by phone. Also, if we buy: 2 packs of beef mince, fish, 2 packs of chicken - their use by date is 2 days after date of purchase. When I got to M&S in person, I can buy things that have longer use by dates!!! They seem courteous on the phone but they do not do what they say they will do.”

Helpful Report

Posted 8 months ago

“Since posting our review with reference to damage caused by the Ocado driver to our boundary wall whilst delivering our on line shop on 25th May. The settlement has now been finalised on 9th July. On 15th July Ocado informed us that we would receive settlement within 10 to 15 working days. This Company is an absolute sham and anyone who deals with them might possibly endeavour the same problems. They have caused sufficent hassle to last a life time. I would not recommend purchasing from this Company.”

Helpful Report

Posted 8 months ago

“Ocado cancelled my order with about 12 hours’ notice claiming that they couldn’t authorise my payment card, without giving me a chance to update it! I have a 6-week-old daughter, and this was my food for the next days. Inconvenience doesn’t begin to describe it. This is an outrageous way of conducting business and I will never use Ocado again.”

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Posted 8 months ago

“Used Ocado for regular deliveries until the driver reversed into our wall causing lots of damage - despite their being at least 22 metres of frontage - five weeks later still in despite with Ocado and their validation company regarding claim. Why should we be out of pocket with this settlement when Ocado is at fault. Dont shop with this Company they are dreadful - and no one should encounter and hassle we have experieced.”

Helpful Report

Posted 8 months ago

Ocado is rated 4.1 based on 2,632 reviews