Ocado Reviews

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

4.0 Rating 2,641 Reviews

77 %

of reviewers recommend Ocado

Company Reviews

Questions

Metrics

4.0

Based on 2,641 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

“The best online shopping experience, amazing service and no doubt the best offers ever. The App feature is the best.”

Helpful Report

Posted 5 years ago

“it is the worst service in the world, I booked a slot on the 4th of June from 3:00 pm to 4:00 pm, the order arrived at 9:11 pm now, and I called Ocado customer service at 4:30 pm and they told me it will be there in 5 minutes the driver is in my street, and at 4:36 the driver called me and explained he made an accident and he will be late 15 more minutes, I called them again at 6:36 and the customer service said the driver is in my street and he will be there I 5 minutes, and I called them back at 8:29 and their response was the same and again at 8:57 and they told me he was walking to my address and he should be there in less than a minute but the drivers phone was not responding and the customer service told me all I can do is whether cancel the order or I should wait, and i waited down and it was raining for more than 10 minutes only because I had my family over and I needed some stuff from the order and they made me order food from delivero and it costed me 70£ and thier customer service was so rude and this is the first and last time i will order anything from ocado( the icecream was all melted, the beef was so warm and meat can have bacteria in room temperature so fast and everything was wet as if he was walking with the food in the rain for hours and the service is purly the worst)”

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Posted 6 years ago

“Website so easy and the driver was so polite and pleasant. I am in a wheelchair and his help was so appreciated”

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Posted 6 years ago

“Driver was rude and in a hurry, he didn’t want to carry to kitchen and didn’t wait for the bags.”

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Posted 6 years ago

“So i'll start by saying I am not an Ocado customer but a lot of my neighbours are and that is where the problem with deliveries begins. We live in a very urban area with predominantly street parking hence finding a space is always difficult BUT we are fortunate to have our own driveway which we share with the property next door. The constant problem we have is with delivery drivers thinking this is a driveway for anyone in the street and then proceeding to either park across or drive onto our drive despite us clearly displaying a " Private Driveway - No Parking " Sign. The driver today - Sun 19th May 2019 was very rude almost bordering on arrogance as to why parking for a few minutes on OUR drive would be an issue to deliver to a house 4 doors away. I asked him if he was delivering to a house with a drive but no room to park his van would he park on the neighbours drive next door or opposite to which he smirked and replied " Of Course Not" Then asked if he really needed to move..I was so annoyed at his ignorance that I said Yes and asked him to move..He sat in his van for 5 minutes not moving when my partner arrived home and needed to park her car so he reversed off but waited in the street clearly.aiming to pull back on so my partner left her car in front of the drive and asked him not to use.our drive..He later parked in the street blocking all traffic to complete his delivery which was the only solution but that is an occupational hazard of delivering in mine and the surrounding streets in Westcliff-On-Sea , Essex. So to summarise Please ensure your drivers check before parking on a private drive or blocking people in and also politely remind them that when they are asked to move 99.9% of the time is because they should.not be parked there!!!!”

Helpful Report

Posted 6 years ago

We do apologise about this. We appreciate the frustration this must have caused you. Please could we ask you to contact us either on 0345 656 1234, or by email on ocado@ocado.com, or on our Live chat service. We can then track the driver in question and have this looked into. -Megan

Posted 6 years ago

“We are very happy with our delivery. Thanks to our delivery driver Daniel. He was so nice and helpful. We will order again.”

Helpful Report

Posted 6 years ago

“My delivery was 40 mins late it turned up at 10.40 pm I wasn't informed it was going to be late when I telephoned ocado customer service they apologized and said they would give me a voucher. But I never received it.”

Helpful Report

Posted 6 years ago

Hello there. We're sorry to hear that your order was running late, this is a shame as we understand this ended up arriving fairly late in the evening. We understand you were offered a voucher which you are yet to receive so would like to check this over. Can you call us on 0345 656 1234, email ocado@ocado.com or pop up on live chat, thank you. - Meg

Posted 6 years ago

“Tried to order some products obviously not available once order placed website seems to struggle”

Helpful Report

Posted 6 years ago

We're sorry you had some trouble with our website. To ensure the stock availability of items, we'd advise to book your delivery slot before adding items into your basket. The system will then update and you can see what items are due to be in stock, or out of stock on the day of your delivery. Please feel free to contact us on 0345 656 1234, email us at ocado@ocado.com, or contact us on our Live Chat service if you have any trouble in future. -Megan

Posted 6 years ago

“I booked a delivery from Ocado for 11/May/2019 14:00--15:00 time slot. Unfortunately it is already 18:18, I haven't received my order and there was no notification sent about any delay. I do not think it is anywhere near to be called high quality service, as it is not only not fulfilling service which was prepaid but also ruining my personal plans for Saturday by making me sitting at home and waiting for the delivery which might not come at all. After contacting customer service I was told driver canceled the delievery and they are very sorry but I can book a delievery again on any available slot. Of course no more bookings”

Helpful Report

Posted 6 years ago

We're sorry your order was delayed and ended up being cancelled without you being informed. Your driver should have contacted you to update you about the delay of your order. We appreciate the frustration this must have caused and we will certainly take your comments on board to improve on our service in the future. We hope you give us another chance!

Posted 6 years ago

“Delivery driver Russell was lovely, embarrassed and apologetic. However we ordered steaks for a special occasion dinner, these were missing from the delivery, despite having received an email confirming that there were no missing items. My partner called Ocado's customer service line to be advised that they are out of stock. They have offered a £5 voucher as a gesture of good will, not sure we will use it as reliability issues are a deal breaker for us.”

Helpful Report

Posted 6 years ago

We do apologise about this, Ms Bach. We appreciate how disappointing this must have been, but please rest assured, issues like these are quite rare. We will ensure your feedback is taken on board to prevent a similar situation from occurring in the future. We do hope you give us another chance, as we'd hate to see you go! -Megan

Posted 6 years ago

“Driver was super loud and rude rude as he was in a hurry ☹☹☹ what was more upsetting was that he was rude in front of my little son. I was calm and was really kind and then he's attitude seemed to slightly shift for the better. Not a nice experience at all.”

Helpful Report

Posted 6 years ago

Hi. We're sorry to hear about the behaviour of our driver, this is disappointing as they're our ambassadors out on the road. Could we ask for you to get in touch so that we can feedback directly to their manager who will take the appropriate action? Please drop us an email at ocado@ocado.com, call us on 0345 656 1234 or open up a LiveChat on our website or app. - Christian

Posted 6 years ago

“Everytime I order online it says my card is declined and order cancelled despite money being in my account”

Helpful Report

Posted 6 years ago

Hey Kase. Please, double check that your card details have been entered correctly and the sufficient funds are available, if all seems to be ok on your end then we would like to look into this further for you. Can you kindly call us on 0345 656 1234, email ocado@ocado.com or pop up on live chat so we can do this for you. - Meg

Posted 6 years ago

“Ocado used to be great but I just had an appalling experience with them, preceded by worsening experiences over the past year. Firstly the Ocado driver claimed to have tried to deliver to us without anyone answering him. This despite the fact that three people were at home waiting for the delivery and not a single person heard a doorbell ring or the landline ring, and our mobile phone listed no missed calls. Ocado then arranged a re-delivery the following morning, giving us a vague 3-hr slot. for the re-delivery they delivered someone else's groceries. I then spent an hour on the phone with an unhelpful customer service crew, who said, even though they were at fault for delivering the wrong groceries, they didn't know where our groceries were and the earliest they could guarantee delivery was the following day, 48 hours after original delivery was due. This despite the fact that I told them my sick 2 year old son was at home waiting for food, pre-surgery and we couldn't leave the house to do shopping. No proper apologies, no attempts to solve the issue they'd caused, no compensation. I'll never use Ocado again - Waitrose and Sainsbury's have our business from now on. Appalling service.”

Helpful Report

Posted 6 years ago

We are sorry to hear of your experience as it certainly seems that your order has not gone to plan. We do have a strict process in place for when a driver is not able to deliver, which includes both the driver and our Customer Service Team calling you. So we can ensure this process has been followed and so we can ensure your feedback is passed on, could you please forward your review to ocado@ocado.com or alternatively visit our Live Chat Team. -Kelly

Posted 6 years ago

“If there was an option to give 0 stars, I would do that. I have had a very disappointing experience in Ocado where they charged me for an order I had already cancelled! I recommend that you stop using ordering grocery from Ocado!!”

Helpful Report

Posted 6 years ago

Hi Shikha. We're sorry to hear of the trouble. Upon cancelling your order via your account, we would have sent a confirmation of the cancellation. So we can look into why your order was not cancelled or if you had tried to cancel this incorrectly, please do get in touch with our Customer Service Team on 0345 656 1234, or ocado@ocado.com. Alternatively, you can open up a Live Chat on our Website. -Kelly

Posted 6 years ago

“What on earth did your driver think they were doing turning up early and then giving my shopping to a neighbour!! I had a drs appointment and turned up at my house at exactly 3:49. So in time for my 4-5pm slot. As we turned into my cul de sac I noticed an ocado van and driver giving shopping to the neighbours over the road. The neighbours then shouted to me that it was my shopping. I asked the driver who just ignored me and my neighbours told me he had arrived early, not gotten an answer so he had gone around the garden to the back of my house and shouted in the back door. The neighbours had told him we must be in as my sons car was there. He was actually in the shower. But why on earth did the driver think it was acceptable to give my shopping to a neighbour? Why was he so early and why didn’t he just wait until the correct slot had begun or called me? Who would have been liable if any of my shopping was missing? As it was my shopping was a mess from being hauled from the van to the neighbour and then back to my house. He didn’t even ask where to put the bags he simply dumped them on my lawn. I’m disabled so it was lucky other people could help. It’s not acceptable to turn up early and then dump shopping at someone else’s house! I don’t even know their names! When the driver left he was still before my slot! He left at exactly 3:59pm. Service has gone down hill, recently. So many items arrived with short dates or damaged. Packing is done really badly! I do not want bread and toilet cleaner in the same bag. I think I’m going to look for a new online grocery store.”

Helpful Report

Posted 6 years ago

Hello Lisa! We are very sorry to hear about this. The driver is supposed to call you upon arrival should they arrive early, and then wait for you should they receive no response. They are also only permitted to leave your shopping with a neighbour should you expressly ask us to do so. We are very sorry that this had not occurred on this occasion, but we would love to pass this on for you. We can also take a look at the dates of your products to see what has gone wrong. Please Email us on Ocado@Ocado.com, call us on 0345 656 1234 or join the live chat service on our site so we can do this for you. - Mitch

Posted 6 years ago

“I have used Ocado for the best part of a decade, spent thousands with them. Generally I have always been very happy with them, until now... A couple of months ago an Ocado van delivering to another address on our street reversed into our parked car. I witnessed this from our kitchen window and rushed outside, but the driver had driven off at speed. Naturally we called Ocado to complain and get the damage fixed. After 6 weeks of misinformation and constant chasing I received an email from a junior legal clerk to say that (I) an Ocado van could not have caused the damage and (ii) I somehow didn't see what I thought I saw (?!). I literally stood there and watched him do it. They called me a liar. I will never, EVER use Ocado again. For the sake of about £300 of repairs to my vehicle they have chosen to forego the thousands of pounds that I will spend on future grocery orders. I will use Waitrose. I will also tell anyone that listens: friends, family, websites like this, about the absolute contempt that they have treated me with. Disgusted.”

Helpful Report

Posted 6 years ago

Hi Stephen. We're sorry to hear of the damage that has been caused to your Vehicle. As the Customer Service Team of Ocado, this is not something we would be able to assist with. We would advise for any dispute to this claim to be referred back to the Insurance Team who would be able to assist. - Kelly

Posted 6 years ago

“We use ocado throughout the year, we love the choice and service. I have never written a review before but felt compelled to review Tanjit the driver of our last delivery. Tanjit went the extra mile to make sure all was delivered ok, even having to wait for me as I missed the door bell and his call, for over 10 minutes. Great service and Tanjit is a credit to the company.”

Helpful Report

Posted 6 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 6 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 6 years ago

“Just started using Ocado a few weeks ago. My delivery last night was running over half an hour late. When I called customer services I was told that the driver was running at least 50 minutes late. I could not wait any longer and agreed for the shopping to be delivered the following morning between 9am and 10am. I received an e-mail a little later from the same customer service rep Remi to confirm this. I replied thanking her and she replied to that. However just after 9am the following morning I received a text message to state my food would be delivered 9am the day after that! I called customer service immediately and was told that although the e-mail stated the time the food would be re-delivered, it didn't actually state the date it would be delivered! I could not believe what I was hearing! Actually trying to get out of appalling service by using the fact the confirmation e-mail did not specify the date despite the phone call the previous evening where it was discussed. Why would I want my groceries you didn’t deliver that night, two days later!! Seriously appalling service. And Ocado please do not write one of your generic insincere replies underneath telling me to get in touch to discuss the matter! I did get in touch! And you just tried to wriggle your way out instead of being honest!”

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Posted 6 years ago

Hi there Cat. We're sorry to hear about this experience. You shouldn't be told one thing from us only to find out this was not the case. Our confirmation emails should always have both the time and date of delivery, so we apologise if there was an error. We understand that you have contacted us and you were not happy with our resolution, however if you would like us to address this further then please do let us know. -Tyler

Posted 6 years ago

“Great company to work for, they respect their employees even though extreme circumstances :)”

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Posted 6 years ago

Ocado is rated 4.0 based on 2,641 reviews