Ocado Reviews

Name: Ocado
Address: 3 Bishop Square, Hatfield
Rating: 4.07

4.1 Rating 2,606 Reviews

78 %

of reviewers recommend Ocado

Company Reviews

Questions

Metrics

4.1

Based on 2,606 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

Filter: Rated 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I have been a very satisfied customer since befoe the Andover fire. Now, though, the situation has completely changed as a result of the awful confusion and delays caused by the disfunctional website. I am 92 and have serious health issue so am self-isolating and rely entirely on online shopping. Please, Ocado, is there some way, as a highly vulnerable person , I can have quick access to the site to book and oder future deliveries ? I need help., not hassle. Alan Fowler, Winchester”

Helpful Report

Posted 4 years ago

“I got delivery on 11 the Nov . Strawberry and raspberry both were mold. I took pictures and wrote letters to ocado customer service. But they said they can not find my ordered and delivery record. Simply just ignored me. The pictures I sent to them show Ocado package cover with experid date and mold full of Berries.”

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Posted 4 years ago

“I have been using ocado for a while. Even though service is professional their support is very arrogant and sometimes even threatening in their emails. More then one time they used to blame me as a customer for something. Word of advice try to respect your customers and maybe hire a lector to write your generic emails because they come hostile.”

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Posted 4 years ago

“I have just checked receipts from other deliveries I have had from acodo due to the suspicious way the driver just took 1 of the bags my shopping was in because it was double packed(completely unesseraly as was a light bag) only to find that I haven't paid for the 5 bags I have received but 13! I have been over charged on my last few shops by bags being added to the shop. I am housebound and I'm very worried they are doing this to lot's of people like myself. People please check receipts carefully.”

Helpful Report

Posted 4 years ago

“I've been with Ocado for almost a decade and have mostly had a great experience. They used to be the best at customer service as well as quality food and lovely delivery service with polite drivers. Unfortunately, the cracks are beginning to show. They are obviously struggling as a company having been dropped by Waitrose and have lowered the quality of their food and service because of this. My latest issue was this week when I placed an order and checked out to then have a completely different order arrive full of items I didn't need. I queried this with Ocado and they told me that there was nothing they could do as the computer system said I hadn't edited my order. What a joke, after I spent a couple of hours doing it the day before the delivery! The customer service assistants on the phone were very unhelpful and, although not rude, were belligerent and argumentative. I asked to speak to a manager and was called later by a someone who was polite but still told me he wasn't prepared to do anything about the situation. Further conversations have resulted in them repeating that they won't rectify the situation and that I'll be charged for the items I didn't want and didn't order.”

Helpful Report

Posted 5 years ago

We're sorry for this experience, we appreciate you've been in touch and spoken to both our advisors and the Management Team, with little desired resolution. We're happy to feedback your comments if you'd like to give us a call on 0345 656 1234, send an email to ocado@ocado.com or contact us on our Live Chat, as we wouldn't like to see you leave us. - Christian

Posted 5 years ago

“My FIRST order was cancelled due to Ocado trying to take the money from my account at 1:15am the bank thought it suspicious and blocked the payment. Ocado informed me by email at 1:15am as if I was up! I tried to re-order but there were no delivery slots left for that day and all the offers had disappeared. The customer service team said they could do nothing about it and implied it was all my fault, when it fact it was there fault for trying to take funds from my account in the early hours of the morning. Not impressed with the customers service team. Will take my custom elsewhere, first impressions count and mine was not a good one.”

Helpful Report

Posted 5 years ago

We don't take the payment for your order until after it has been delivered but we will attempt to pre-authorise the payment beforehand. If we are unable to successfully do this then the order would be cancelled, so we apologise that this was the case for you Sarah and for any disappointment in the price differences when re-booking. If you'd like to discuss this further with us then please feel free to give us a call on 0345 656 1234, send an email to ocado@ocado.com or contact us on our Live Chat. We hope that you do decide to give us another chance in the future. - Claire

Posted 5 years ago

“We shop with Ocado on a monthly basis and I imagine most people have a similar shopping pattern. We have been with Ocado for over two years. The choice of quality food/ goods is excellent and, generally, our order has been delivered in good condition and always at the time specified. When we have had issues - usually with the quality of fresh fruit and veg, Ocado have answered our complaints in a positive way. We do, however, now tend to buy fresh produce locally. So why only two stars? Ocado has a price match promise: Ocado will send you a voucher code if it believes your basket would have been cheaper at Tesco at the time of purchase. This is great, but.... The voucher ALWAYS expires within a couple of weeks and is never valid for our next scheduled (monthly) shop. I have raised this issue in several emails to the Customer Services team Ocado. The reply is that this is down to the Marketing Team and that Customer Services can only report my comments to the other team. Marketing have never responded to me. Clearly, the 'price promise voucher' is simply in place to encourage you to place more frequent orders. As such it is a hollow promise and Ocado needs to be brought to account for this shoddy practice.”

Helpful Report

Posted 5 years ago

Hi Paul, we're glad to hear that you're happy with the goods and service provided. I hope you continue to place your monthly shops with us and enjoy the service. We do apologise that you have been unable to make use of the low price promise vouchers. These are only valid for 2 weeks, however, we appreciate your disappointment and we'll take your comments on board. -Bella

Posted 5 years ago

“First time trying Ocado and many items I wanted were out of stock. Then I receive a text telling me three of my items are missing from my order. Not impressed - sadly will not be returning.”

Helpful Report

Posted 5 years ago

Hi Natalie. Sorry to hear many items were out of stock on our website, we suggest trying a different delivery date to see if this helps. As for the missing items in your order, this is such a shame to hear. We'd be happy to take a look into this if you can call 0345 656 1234, email ocado@ocado.com or pop up on live chat. Hopfully we can resolve this for you however, we would completely understand and respect your choice to shop elsewhere if not and hopefully we will be able to offer a better service if you decide to give us a chance to redeem ourselves in the future. - Meg

Posted 5 years ago

“Constant issues with Ocado - poor packaging items crushed or tipped etc but the most annoying is when they make a mistake and refuse to rectify it. Ordered a case of 24 of 1 item (charged for it) and only 1 single item turned up. They think it is acceptable to just refund instead of offering to deliver the full case the next day. When a company makes a mistake they should do all they can to rectify - Ocado don't prioritise customer service = I will go elsewhere when my annual free delivery pass runs out”

Helpful Report

Posted 5 years ago

We do apologise for the issues in your recent order. We appreciate how frustrating this must be, especially as we were unable to get this item back out to you. We'd like to take another look at this for you, so please could we ask you to give us a call on 0345 656 1234, email us at ocado@ocado.com or contact us through our LiveChat service. -Megan

Posted 5 years ago

“Whats going on with Ocado??? Such a pity when a previously great company starts to go down hill. Been a regular Ocado customer for 2 years and used to be happy with them- recommending often. Lately my experience has gone from bad to worse..... Last 3-4 months it been food being delivered on or within a day or two of the use by date, fresh food thrown into bags with cleaning products, items that look like they have been dropped from a great height and lots of things suddenly being unavailable. To top if off had a bad experience with a delivery driver and despite contacting Ocado about it have never heard back!!!. Live in a mansion block which has been having external works done for over 6 months and neither I or neighbours had issues getting Ocado deliveries since the works started to our door. After Christmas, a driver called to say he would do street delivery only due to H&S as there is some scaffolding outside part of the building. When I went to collect it and questioned it, he told me that he was recording and videoing me.....if I didnt like not having the shopping brought to my door, I should use another company. Have they not heard of privacy...... GDPR?. Anyway contacted Ocado and never heard back so drawing my own conclusions on the videoing & recording. Since have tried to have two further deliveries from Ocado as they had already taken my smart pass payment and both drivers called saying road side only due to notes on their system about the address. Last time was so weird as while I'm collecting the groceries from the street the post man came in, Hermes delivered, a neighbour got a Waitrose delivery to their door and an Amazon fresh delivery was delivered into the building. Guess its just Ocado who have this issue with the address or me.”

Helpful Report

Posted 5 years ago

Hi Julie. We are sorry to hear that you feel this way and we would certainly like to take a look into the issues that you have raised. Can you please forward your email to us to ocado@ocado.com, or call us on 0345 656 1234. Alternatively, you can open up a live chat on the website? -Kelly

Posted 5 years ago

“I had decided to have Ocado deliver my shopping this week as I am getting married this week and have no time to go out food shopping. Unfortunately when Ocado arrived, a whole tote full of all the meat and fresh goods was missing, having not been put in the van in the first place. Usually this would just be irritating but sortable but in these circumstances with no time for me to go shopping at all it's a huge inconvenience. I phoned Ocado and they offered tomorrow ( when I will be at work) or the very last slot this evening but I need part of the food for today. I understand things go wrong sometimes but I'm so disappointed that Ocado could not get that tote delivered to me today as it was their mistake and has caused me a massive headache. I now have little confidence in their reliability and would not order again if I had anything important happening because they don't seem to go out if their way to rectify their mistakes. I was offered a voucher for the inconvenience.”

Helpful Report

Posted 5 years ago

“Out of two deliveries I had one they ended up with a broken van, and apparently they only have one van, then they had to deliver twice because somehow the replacement has no freezer, then they charged me extra for items they didn't deliver, then they disconnect from chat after leaving me to wait an eternity...”

Helpful Report

Posted 5 years ago

Hello. We're sorry to hear this, when we're unable to deliver, we do offer a re-delivery but are unable to guarantee the temperature of your frozen items. We would like to ensure you haven't been charged for any items you didn't receive, so please give us a call on 0345 656 1234 or email us at ocado@ocado.com and we will be happy to assist. - Christian

Posted 5 years ago

“Not very clear information about delivery charges it also states that if you hand you carrier bags back you ill be refunded so they can be reused This did not happen . Dont agree with the use of single use carrier bags so will be looking at other retailers Also a lot of product were out of stock. Food is good uality but service issues let you down”

Helpful Report

Posted 5 years ago

HI Karen. We are sorry to hear about the stock issues when you were shopping with us. Your driver should've deducted the bags that you handed back though, so that we can look into this, please email ocado@ocado.com or speak to us via Live Chat on the website. - Christian.

Posted 5 years ago

“Most of the time the grocery has broken packs. In addition, the driver came one hour earlier pretending that it was the right slot. He complained about no one answering. Of course! our slot was starting at 8:30pm , not at 7:30pm.”

Helpful Report

Posted 5 years ago

Our apologies, this shouldn't have happened and we're sorry it did. We'd like to get this looked into for you to ensure issues like this do not happen again. Please email ocado@ocado.com or speak to us via Live Chat on the website. - Sam.

Posted 5 years ago

“I'm an American living in the UK, and I ordered a Turkey and some of other goods from Ocado for a Thanksgiving meal. Everything showed up EXCEPT the turkey. They had *no plan* to handle this situation and so I called customer service to see if I could get the turkey the next day (since I ordered it a few days in advance). They said they would deliver it, but I have no guarantee that it will come and no compensation for their mistake.”

Helpful Report

Posted 6 years ago

Hi Brandon, we're really sorry to hear that this has happened, we appreciate how disappointing this is for you and we don't want to impact your Thanksgiving as we can appreciate this is a time of celebration for you. Please can you contact us again so we can look into this for you. You can either come through to us on Live Chat, call us on 0345 656 1234 or email us at ocado@ocado.com.

Posted 6 years ago

“Plus sides - very friendly drivers, deliveries always on time and with limited substitutions, and the best range of all the online shops. These are the reasons I keep persevering with ocado. The negatives are that they have always insisted on delivering in brand new plastic bags, which I've never wanted, bag charge or not. As a result of this there is always damaged goods from being rammed in the bags - meat packets opened and leak on the floor, bread that looks like its been used as a punch bag, I've had tins so dented I couldn't open them from one end! They also regularly charge you for bags they haven't sent - my last order I recieved 5 bags (none of which I wanted in the first place!) and was charged for 8. And substitution prices can be erratic. I was substituted a £3.15 pack of chicken with one the same weight priced at £8.65 which is bad enough, but the driver told me as he handed it to me that "we'd be charged the same or less" for the substitute so clearly even their staff had no idea on their substitution policy,”

Helpful Report

Posted 7 years ago

We're so sorry to hear this Ruth, this is certainly not the level of service we would expect and we would really like to make this right for you. please contact us via Social Media, Live Chat, telephone or email and we can help you further. Our apologies again.

Posted 7 years ago

“Be very sure to check your final receipt! I have been shopping weekly with Ocado for at least 5 years (spending £150 plus a week) and what I have found recently is that if you amend your order, however minimally and within the time alloted, you will face any number of finacial penalties - offers no longer apply, free gifts are charge for, delivery charges have been increased. VERY DISAPPOINTING! Buyer beware”

Helpful Report

Posted 7 years ago

Oh dear , we're so sorry about this! Offers will still remain so long as you still have the item in your trolley, even if the promotion has since expired on the webshop. As long as the promotion was active at the time of first checking out your order, you will receive the goods at the discounted price. However if you choose to remove the item and re-add it, you will lose out on the expired promotion. We would always suggest refraining from amending the quantity of an item who's promotion is no longer active to avoid running the risk of losing out on the offer. In terms of the delivery charge, this does vary with a number of factors, and the price of your trolley is one of them. If your trolley goes below £75 you may encounter a higher delivery charge. The final charge will always be stated on the final page of the checkout though, and of course on any order confirmation emails. With regards to the free gift, it's quite possible it was no longer available when editing the order. However we certainly don't feel like you should miss out. If you haven't done so already it would be highly appreciated if you could email us with 'REVIEWS.CO.Uk' in the subject line so that we can possibly refund the price of the gift for you. Again, we're truly sorry for any disappointment but we hope this helps bring some clarity to the matter.

Posted 7 years ago

“After a couple of delivery fiasco's with a competitor I decided to give Ocado another try. Last week was week one, everything was fine apart from a Christmas carton of biscuits being damaged but this wasn't noticed until after the van had pulled away. Week two (yesterday) was a complete nightmare after being on hold to customer services for 20 minutes our delivery turned up 50 minutes late and when we unpacked the shopping there was another bashed box again and one completely open. This is not good Ocado as your prices aren't the cheapest and I did think you were better than the service we received, very disappointing all round.”

Helpful Report

Posted 7 years ago

Goodness, we're sorry for any disappointment Janet. This certainly doesn't sound like the service we work so hard to provide. We know how frustrating a late delivery can be & how it can ruin an evening. We don't want to be keeping anyone up! If you could get in contact with us over Live Chat through our website or social media (We're on Twitter & Facebook) we'd like to get this looked into. We'll make sure to pass the feedback on & we do hope you'll give us another chance. Our sincere apologies again.

Posted 7 years ago

“Several things went wrong on first order. Reminded me of why I stopped online shopping to begin with. 1. Removed 2 organic products that were on offer during checkout because they were out of stock. Requested that I replace them.with different that were not organic and not on offer 2. Ordered a very expensive chicken that was supposed to be between 1.5 and 1.9 kg because I knew any other chicken would arrive too small. They gave me the smallest possible at 1.54kg 3. Lastly they emailed me on the day of the delivery that they didnt have another organic product (mushrooms) and replaced it with normal ones. Then they asked ne if I want refund during delivery. The point of online shopping is to avoid going to the supermarket. If I have to go to buy half the products what is the point.”

Helpful Report

Posted 7 years ago

Hi there Georgios, we’re so sorry to hear that you sadly didn’t have the best first time shopping experience with us, which is a big disappointment indeed! We can appreciate how unhappy you would be that several of the items you wanted were not available as well as the chicken not being the size that you had wanted. We do understand how this can defeat the purpose of online shopping and we are sorry that you would have to go to the supermarket again. We would certainly love to look into this further for you, please could you email us at ocado@ocado.com and pop www.reviews.co.uk in the subject as well as the username, and we can then take a look at this for you. Once again our sincerest apologies Georgios and we look forward to hearing from you soon!

Posted 7 years ago

“I had used Ocado before and had been very happy with them. However my last order has definitely put me off using them again. I had taken the morning off work for an appointment and decided to get my shopping the driver was not very happy and dumped the bags and ran. At which point I found half my shopping missing and a considerable amount of someone else's shopping. After several phone calls they found my shopping was not on the van. I had to insist that they collected all thar shopping as they were unable to deliver the rest until another day. Only offered £10.00 voucher for all the inconvenience. Not impressed with their customer service.”

Helpful Report

Posted 7 years ago

Hi there, thanks for taking the time to leave us with some feedback. We’re very sorry to hear that you had a poor experience on your previous delivery, this isn’t what we expect to hear at all. We can imagine the frustration and how unhappy you would’ve been when half of the shopping was missing and was not seen on the van. We’re also sorry to hear that you were not happy with what our Customer Service team were able to do for you. We would love to look into this further for you, if you could just send us an email at ocado@ocado.com with your username and www.reviews.co.uk in the subject we will be able to look into this further for you. Once again our apologies!

Posted 7 years ago

Ocado is rated 4.1 based on 2,606 reviews