Ocado Reviews

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

4.0 Rating 2,658 Reviews

77 %

of reviewers recommend Ocado

Company Reviews

Questions

Metrics

4.0

Based on 2,658 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

“We have been customers for several years. The vans are rarely ever late. The order is most times complete. When items are substituted they select like for like and apply any discount from original item. Always friendly. Goods delivered in good order. The ordering system is absolutely fantastic - so easy to see and use previous orders and easy to add and delete items. Now with other sources such as Fetch and Sizzle - great the way they are added to the Ocado order delivery time. At Xmas, they always ensure that your Turkey is on the van! Have some great discounts, particularly on wine.”

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Posted 10 years ago

“The Ocado website is quick and easy to use. The produce is competitive to other supermarkets and also have a "price promise". Ocado always keeps me updated if any of my order is out of stock, they will give or send you options. There is a vast range of quality products, and, if there is ever a problem with an item it is refunded immediately. The delivery drivers are always cheerful helpful and on time! Unlike other services i have used they are the top of the game in Delivery Supermarket Shopping!”

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Posted 10 years ago

“A recent systems issue means that you have lost most of my saved shopping lists and these are irrecoverable. You should improve your backup systems so that similar lists are easily recoverable in the future.”

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Posted 10 years ago

Hi Emma, we're really sorry about the issues you experienced when our server crashed recently, we can completely understand how frustrating this must have been. Sadly this was a very unexpected technical error which we have not experienced before which did result in particular areas being compromised, such as the shopping lists on the website. We are so sorry that our IT team were not able to recover this data. We have of course learnt from this incident and hopefully you should not be affected by this again. We can assure you all of your comments have been passed on. Have a great day.

Posted 10 years ago

“Always packaged well and drivers polite and helpful. Experience of other online grocers always brings me back to Ocado.”

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Posted 10 years ago

“I love Ocado. From the ease of use of the app to the slickness of the website. I like that it remembers me and my preferences, it makes doing a quick shop so much easier. I have a smartpass which allows me to make an order EVERY DAY if I want it. * I get the quality of groceries that I expect, and if (V. occasionally) something isn't quite right, the team sort it out with approx 48 hrs. The delivery drivers are all polite, courteous and more importantly, on time! Oh and thanks for taking away my old carrier bags for recycling.”

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Posted 10 years ago

“I've shopped with Ocado for 9 plus years. It is an excellent service for on-line grocery shopping. The website is fab, great range of products, very few substitutions and good delivery service. My only criticism and one which cost a 'very good' star - Ocado packs raw meat with cooked meats, salad and other fridge items. For some reason, Ocado feels this acceptable, although I have had raw chicken bits on the outside of the packaging. Government guidelines state raw meat should not be stored seperately. Can only assume Ocado is unable/unwilling to improve their service in this area. :-(”

Helpful Report

Posted 10 years ago

Hi Liz, thank you for taking the time to leave us a review regarding our service, we're very pleased to hear that you enjoy a majority of our service and have been a fabulous customer of ours for 9 plus years! We are very sorry to hear that you are not happy with certain aspects of our packing, such as raw meat. We have investigated the heat-sealing process for raw meat and fish products, and have found that it has been extensively developed, improving the safety and resilience of the packaging. We are now confident that it provides an acceptable barrier from other foodstuffs, and therefore we can safely pack these products within the same carrier bag as ready-to-eat products. Sadly due to the operations of our service it is not possible at the moment for us to not mix these products. As we don't pick and pack our shopping like a regular shop, from a supermarket, it is a bit more technical in which our process works. We will of course pass your comments and concerns on to our warehouse team. We hope you continue to enjoy our service.

Posted 10 years ago

“Nothing to complain about Great shopping with you However Fetch needs sorting out Definitely not user friendly”

Helpful Report

Posted 10 years ago

Hi there Jane, we're very pleased to hear that you are loving our service and you have no complaints. It is very disappointing to hear that you don't like our Fetch website. So we can pass your comments on to our Fetch team, could you please email us your feedback regarding the website and what you think we could improve on with 'reviews.co.uk' in the title, plus your name? We really appreciate you letting us know, and we hope you see a great improvement in the near future.

Posted 10 years ago

“We switched to Ocado 4 years ago and have never looked back! The quality of the fresh produce is outstanding. Deliveries are easy to book and are always on time which is really important to me. I have rarely had substitutions in my shopping bag which means I can trust Ocado to deliver what I've ordered. We buy the smart pass as we generally have deliveries twice a week which makes it more economical. The drivers are exceptional -we often have very early morning deliveries and I've found them to be incredibly courteous by making their deliveries super quietly. They take a lot of pride in working for Ocado. We would never go back to normal shopping again!”

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Posted 10 years ago

“Have used Ocado for years and continue to be extremely satisfied. Very rarely have any missing items and on the very odd occasion when there is a problem it is always refunded promptly and with no fuss. Their deliveries have always been on time and all their drivers are polite and helpful. Have recommended Ocado to many friends and family and they are all delighted. Well done Ocado.”

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Posted 10 years ago

“Good quality products, own range excellent. Service great. In the rare cases of something not being up to standard money refunded without a quibble. Would recommend Ocado to anyone.”

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Posted 10 years ago

“Use by dates should be longer”

Helpful Report

Posted 10 years ago

We're sorry to hear you are not happy with the life of our products Natalie. We display a life guarantee on the webshop for all the fresh items we sell. The number displayed relates to the number of days of use you can expect, including the delivery day. Our produce comes straight from our suppliers to our warehouse and then on to you. We don’t pick from stores, which means your shopping’s never been handled by other customers, or sat on the shelf for days before it gets to you. We’re constantly working with our suppliers behind the scenes to get this information for you and to make sure that you get the freshest produce. We hope the life guarantee will help you plan your meals and help reduce food wastage, something that we’re very conscious of. We will of course pass on your comments regarding this. Have a fab day.

Posted 10 years ago

“I have used ocado for around 7 years and even though I've previously used others , no one matches up to ocado, they are simply the best in every way. Smart pass is great, communication excellent, and above all the top quality of food, simply won't be beaten. 10/10 and allways has my personal recommendation ????fresh food . Well packaged. Well done ocado”

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Posted 10 years ago

“always very helpful ,any problems have been resolved quickly ,minimum of fuss ,”

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Posted 10 years ago

“Excellent service. Very few subs.”

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Posted 10 years ago

“I've been an Ocado customer, weekly or more, for 11 years now. It's the best way of food shopping ever. There may be other online grocery shopping companies, but why change what seems perfect. I hate the time wasted by driving to and from, the choosing and unloading and then loading into the car....and on it goes. So boring! I have a weekly saved list and I am reminded to tweak this the day before my order is due to suit my needs for the following week. 10 minutes perhaps? With a cup of tea! Then, the next day, with prior warning, the shopping arrives and it is deposited into my kitchen. All I have to do is unload. The cost? Well, some say it's expensive. You haven't chosen a cheap outlet store, for sure, but I also save so much by not walking up and down the aisles and many of the terms match tesco prices, that's good enough for me. As you can see, I'm sold on the place. Xx”

Helpful Report

Posted 10 years ago

“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!”

Helpful Report

Posted 10 years ago

Hi Caroline, we're really pleased to hear that you're loving our service and you are enjoying the most part of your shopping experience with us. We are very happy to hear that you've been part of the Ocado family for nine years and are still such a fan. We will be sure to pass on your lovely comments regarding the drivers and substitutions to the relevant teams. However, it is very disappointing to hear that you have not been happy with the packing of your shopping. As we are not like a normal online supermarket and do not pack from a physical supermarket, our processes are very different and so it can be a little bit more complicated to make big changes within our warehouse. We are working very hard behind the scenes to improve this area of our service and do take customers feedback very seriously. Members of management from our Customer Service department have monthly meetings with our warehouse management to look into ways of improving our packing area and prevent damages. We have made various changes which we hope you will see in the near future. If you ever have any issues or damaged items, please don't hesitate to contact our Customer Service team or request refunds online. Thank you again for contacting us regarding this. Have a great day.

Posted 10 years ago

“I find Ocado the most reliable home delivery service in terms of availability of stock and up to date stock information on the website. Guidance regarding storage, shelf life and ingredients is also very good. Items are rarely missing and hardly ever substituted. The drivers arrive on time or telephone and the vast majority are helpful, friendly and professional. Problems are resolved on the doorstep but if found after the driver has left the company is quick to process refunds. The range of products is excellent including organic food and household items such as bedding and kitchen ware. I am a happy customer!”

Helpful Report

Posted 10 years ago

“I have used Ocado for many years and love it. The prices are competitive and the drivers are always pleasant and helpful too. Unlike most other online groceries companies I have used I find that there are almost never any substitutions . The order is always complete with no out of stock items. I would recommend Ocado to friends and family.”

Helpful Report

Posted 10 years ago

“I have been using Ocado weekly for years now and have found them to be excellent. Every delivery has arrived despite weather and traffic - drivers always courteous and helpful. Range of products and prices very good. Useful too during self catering holidays in England - just give them your holiday address and the shopping arrives as usual. Old carrier bags go back with the driver for recycling. Minor quibbles - on occasion the number of substitutions seems unreasonable especially when the order is placed the day before. In my last order there was a birthday cake ordered several days before and in stock at that time but which was not available on the day and for which I received no substitution. As it was needed within an hour or so of the delivery, that was very disappointing.”

Helpful Report

Posted 10 years ago

Hi Clare, it's fab to hear you like the service, and that you even use us when you're on holiday. We're really sorry to hear that you have not been happy that you have had some substitutions, especially that a birthday cake was missing too. We can understand how this must have been very disappointing. Our availability on the web shop is linked with our deliveries from our suppliers, and if we are let down by our suppliers on the day of your delivery, we sometimes sadly can't get the item to you or a suitable substitution. We hope that you managed to get another cake in time. Once again our sincere apologies and we hope that you continue to enjoy shopping with us.

Posted 10 years ago

“I'm always a bit reticent to leave a 5 star review but I do find that my experience of Ocado deserves it! My shopping is normally sensibly packed, The drivers are normally very helpful, make every effort to be within their hour slot. and usually manage it! They will phone me if they are in the area to see if an earlier delivery time would be convenient.”

Helpful Report

Posted 10 years ago

Ocado is rated 4.0 based on 2,658 reviews