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

“After receiving a £25 off voucher I thought I will place on order for my little one. I thought to make use of the voucher and order baby follow on milk and baby wipes. The maximum baby milk allowed to be ordered by ocado was 5 and baby wipes was 20. I ordered 5 of each as I thought not only will I save money but also this would save me trips to the supermarket. The next day after waiting for the order, I got an email stating that my order was cancelled because Ocado thought I was going to resell or export!! How pathetic!! How disgusting and actually I feel quite embarassed that I ordered from them! They just accused me when in actual fact I needed the items for my little one. NEVER AGAIN! NOT RECOMMENDED!!!”

Helpful Report

Posted 8 years ago

We're sorry to hear this Rehina, we would really like to look into this further. If you could either Live Chat us through our website or get in contact over Social Media.Our apologies again.

Posted 8 years ago

“I have been shopping at ocado for 6 months. yesterday i put another order for next week and in within minutes it was cancelled and i was unable to log into my account. i wrote an email to customer services and they wrote me me back: "Hi Laura, Thanks for taking the time to get in touch with us and I am sorry to hear that your account has been made inactive - I expect this is most frustrating, especially with no clear explanation. I do apologise if any inconvenience has been caused. Unfortunately, due to ongoing problems we have experienced in the area, we have made a business decision not to deliver to this area as the risk of further problems is too high. Once again, I am sorry for the inconvenience caused and I do hope that you are able to find an alternative provider elsewhere. If there is anything else I can do further then please let me know as I am always happy to help. Kind regards, Liam Cowman Ocado Customer Service Team" I'm literally speechless and mad right now.”

Helpful Report

Posted 8 years ago

Goodness Laura, we're so sorry for the inactive account. We can appreciate this could be quite confusing, and we sincerely hope we haven't caused too much inconvenience. These decisions are made by our Finance Team, based on a number of various factors. Of course they're not made lightly, and we're truly sorry for any upset caused. As they are business decisions though we're afraid we're unable to override it, we do hope you can understand. Our sincerest apologies again.

Posted 8 years ago

“Unbelievable NONSENSE. I placed an order yesterday for 15 of the same items and a few others in order to make up the value. Get an email today: Hello Mr FLANAGAN Your receipt for today’s delivery is attached to this email. I’ll be delivering your 20:30-21:30 order and, so you’ll know it’s me, I’ll be driving the Raspberry van. Missing items We're really sorry but you're missing: - 5 x Joie Bow Tie Wine Charms, Assorted Colours Substitutions None today – sorry we didn’t have a suitable alternative for the above. See you later, NAME REMOVED So I call up and am told they are not out of stock, just their supplier did not supply in time. OK, that could happen. When will they follow? They wont, if you want them, order again. But the missing items value is £19.95 - minimum order value required £40 - how's that work?.....as it is! Unbelievable ! Order cancelled, now have to wait for the refund! This was our first Ocado order - wish I had read the reviews. As you say in your email Ocado - SEE YOU LATER!”

Helpful Report

Posted 8 years ago

Hello Peter, we're so sorry to read of your recent experience with us. Of course, we can appreciate the inconvenience caused. We work very hard behind the scenes to provide you with accurate information when placing your order; as such, if an item’s available to order, we believe that it will be available when we pack your delivery. Occasionally however, items become unavailable for picking at the time we pack your delivery. Unfortunately, we’re occasionally let down by our suppliers or are unable to access items in our computerised warehouse. I'd like to assure you this is quite rare and we're working hard with our suppliers to improve the service we offer. We’ll always try to substitute the item if we can, but as a company striving to cut down on food waste, we only order from our suppliers what we’re expecting our customers to order. We're sorry for all inconvenience caused Peter, and we really hope that this hasn't put you off our service as we know we can do better. Apologies again.

Posted 8 years ago

“First time customer with Ocado. Tried to place what one would think is a straight forward purchase online over the bank holiday only to receive an automated email the following day to say that Ocado have cancelled my order. Attempted the purchase again to receive a message that my account which I had just registered was no longer active and to contact customer service. Customer service was not open due to bank holiday. Spoke to a customer service call handler (very polite and apologetic) the following day to be informed that my identity required verification. I thought this was most strange as I was paying via Paypal which provides that added security matching my name, address and card details to those I provided to Ocado. I was asked to provide an email with one of the following attached: copy of my passport, drivers licence or utility bill for my order to be considered by the finance team. Requesting to speak to a more senior customer service staff member I was offered a call back. Again the same information relayed. I was told the finance team who are not customer facing have the last say whether or not an order is processed. Unless I provide the information by form of email my order will not be taken forward. I stressed that I was not opening an account for finance I am making a payment upfront. I asked if I could make this easier by making a payment directly from my account and not use Paypal, turns out this too was not possible as Ocado is not set up for this service (how very dated) and all calls are recorded therefore my card details may not be secure using this method. Asking how would Ocado ensure the email I forward with my added personal details be secure the response was Ocado have not had any security breaches (just no end of IT issues when googled). Frustrated to say the least at this point of speaking to a supervisor who regurgitated the 'policy' but could not explain the logic and stumbled at my questions. Still not satisfied asking to speak to a manager I was offered another call back. Same old info repeated. Only this time someone who was honest enough to say the current system is dated. The current process is that payments are not processed until the goods have been delivered but Ocado finance team have to verify each new customer and it is their discretion how this happens. Thought about contacting my bank like other companies do or is this too advanced for Ocado?? Never had such a inept experience of online shopping. As a result my order of £300 plus was not processed. Ocado chose to loose a new customer and an order because they could not help me further. The irony is that I was not asked to verify my identity when communicating with customer service. Never have I been asked for a copy of my passport when buying crockery before!”

Helpful Report

Posted 8 years ago

Hello, we're ever so sorry to read of your recent experience with us, of course we can understand how frustrating and inconvenient this has been from start to finish. Our Finance team do sometimes require proof of identity to verify new customer accounts, this is to ensure the safety of both us as a company, and you as a customer. Although this process may seem bizarre, especially when placing an order for crockery, it does run alongside the fact that we don't take payment for orders until they have been delivered. That being said, of course we understand how inconvenient and long winded this process may seem, and as a result we have passed your feedback onto the relevant team for consideration. Apologies again and we wish you a Happy New Year.

Posted 8 years ago

“I have used Ocado for over four years now and the service has been getting gradually worse. Now they regularly fail to deliver or even substitute items on a weekly basis. Recently had to go shopping on Xmas eve to top up on the nine items that they didn't deliver and from chatting to the driver I wasn't the worst he had to deliver that day. Paid £10.00 on top of a monthly pass, booked the groceries two months in advance and still had to go to Tesco... Well done Ocado. They used to be the gold standard for online grocery shopping but they are now mediocre at best.”

Helpful Report

Posted 8 years ago

Goodness, we're so sorry for leaving you short so close to Christmas. It's usually rather rare we have to make changes to your order so we can appreciate that one delivered on Christmas eve is certainly not ideal at all; especially as so many items couldn't be delivered! Facing the shops really does defeat the purpose of making an online shop so it's a shame this has been the case in the first place. Rest assured though this isn't something we expect at all and all feedback on the matter would have been reported as we wouldn't want this happening again. Saying that though if there was anything left unresolved please email us with 'REVIEWS.CO.UK' in the subject line so we can take a closer look into this. We sincerely hope you managed to get what you needed in time for the big day and we didn't mess up your festive cooking plans! Our deepest apologies again.

Posted 8 years ago

“I place an order for delivery before Christmas. It was the last available slot. The order was accepted. About 12 hours later it was cancelled due to (alleged) payment declined by my bank. I called my bank and no request for payment had been received.according to the OcdkOcafo contact centre 'this happens' with new customers. Great! Now they te me. Too late to reorder. Thanks”

Helpful Report

Posted 8 years ago

Oh gosh, we're so sorry to hear about this :( Sometimes for new customers, your card may not be verified if your banking provider believes the transaction may be potentially fraudulent. When we process your order, we ping a payment request to your card provider which is either accepted or rejected as this is the only way we can take payment, by request. If this request is denied for any reason, we are unable to fulfill the order and we aren't given a reason as to why it didn't go through. We are so sorry for any disappointment caused.

Posted 8 years ago

“I placed an order with Ocado to be delivered the day after I returned for holiday. Only one third of the order was delivered so nothing in house for my daughter and children when they arrived for lunch. The delivery man was most apologetic but the Customer Services were stroppy and unhelpful. They refused to issue a receipt for the groceries I had received telling me that I could add the prices up myself. They said I could have £15 off if I spent another £25 and paid another delivery charge. I had shopped with Ocado some time ago and found them efficient and also in those days they had some good offers on meat and fish. This time the offers were not good and as I only received a third of my order, I will not be using them again or recommending them to friends. I think they trade on their past connection to Waitrose. So from now on I will go back to Waitrose, Tesco and Sainsburys who have never let me down. and only a third of it was delivered. Well these things happen and an apology would have been nice. The delivery man was very apologetic but when he put me through on his mobile to Customers Services, they said there was nothing they could and it was just my bad luck and then they rang off. Then they sent an email saying they had phoned my two phone numbers to apologise. My land phone”

Helpful Report

Posted 9 years ago

Goodness that really isn’t how we like any delivery to go; we cannot apologise enough! We're sure receiving only a third of the order would be annoying enough, but to then have our Customer Services Team not help in any way would just add fuel to the fire. It does sound as though there may have been a mix up at the warehouse when packing your order and although it's very rare, we do expect the team to do everything they can to make things right. After all, online shopping is there for convenience and leaving you short sounds very counterproductive! We would really like to look into this further, and particularly feed your comments back to the agent’s manager. As such, if you could email us using the email address you registered the Ocado account under with 'Reviews.co.uk' in the subject line it would be highly appreciated. We're deeply sorry again for this disappointing experience with us, we do hope we're able to make amends.

Posted 8 years ago

“Terrible service,they list items as in stock when they dont have any stock (Hatchimals) looks like a marketing trick that went badly wrong, many unhappy children due to this and i will never use your service again”

Helpful Report

Posted 9 years ago

We're so sorry for this Mark, we certainly didn't mean to upset you or any children! This wasn't a Marketing trick at all and you are right, it wouldn't be a very good one at that. We are working hard with our suppliers to get some more Hatchimals in so please do check back with us if you can. Apologies again.

Posted 9 years ago

“Ordered a coffee maker as a gift.It was in stock for my delivery slot and I even was emailed my receipt which said nothing was missing. When my order arrived at 1:30pm the driver just said the coffee maker was missing and I have got to ring Ocardo!!!. I did and was told they couldn't deliver it until 6:30pm the next day!!! And as a gesture of goodwill they wouldn't charge me for the delivery what a cheek. Offered me a fiver off. Disgraceful why didn't they ring me? I could have gone out in the morning and bought it somewhere else. I have sent an email to them but no reply. Poor service”

Helpful Report

Posted 9 years ago

We are so sorry to be the cause of so much inconvenience and frustration due to our failings with this order. We can see on our system we did mange to get you the coffee machine the next day and hope you are happy with it and everything is now resolved. We completely understand why this experience would put you off shopping with us, but have sent you a further voucher for £20 to extend our apologies, and hopefully you can put this to good use should you decide to give us a chance to redeem ourselves in the future.

Posted 9 years ago

“Email customer service take 48 hours..and their eventual reply states that they assume someone sorted out the problem in the meantime hahahahaha”

Helpful Report

Posted 9 years ago

Oh gosh, this is terrible, we're so sorry! We would like to look into this further for you as we don't want to leave your query unresolved. Please email us on ocado@ocado.com with 'Reviews.co.uk' in the subject line. Our deepest apologies again for any upset caused.

Posted 9 years ago

“Ocado use lies and manipulation to cover up their failings and to ensure Morrisons don't get their customers. Like hundreds of others who have complained on the internet I was lied to by Ocado. I have the telephone conversations to back up this statement with recordings from Ocado and Morrisons. The Ocado card process failed Christmas 2015. The new card I had entered for some reason did not complete and the system kept the cancelled card details. Our 2 previous deliveries had been a shambles so we had decided that the Christmas order would be our last. 8 weeks after the payment failed Ocado eventually decided to contact me which was when the lies started. I asked why they had waited so long only to be lied to by Kyle. Kyle lied that " It was Ocado policy to not harass customers about failed payments and that it was normal to wait 8-9 weeks before contacting the customer, and that if I paid the outstanding amount that would be the end of it, IT WILL NOT AFFECT YOUR CREDIT RATING OR ANYTHING LIKE THAT, I was assured. LIARS. They put a failed payment at the address on their 3rd party financial records which they share with Morrisons seeing as they are looking at the exact same PC's in the exact same building. Morrisons immediately suspended my wifes account stating" There has been a payment problem for that address". Ocado had stopped her using her Morrisons account by using these tactics but were happy to take orders on her Ocado account which she decided to close with immediate effect. Ocado claim they do not breach any competition regulations in the way they share information with Morrisons, to the extent that they as a result of my complaint, have now changed their terms and conditions relating to privacy(SO CHECK THEM). Despite the recording they will not even accept that the payment was taken under false pretences using lies and deception. The company has no integrity and the cowards will not even admit when they have done wrong. I'm sure that Wendy Gallagher Finance Assistant – Loss Prevention at Morrisons is very interested in how Ocado have sabotaged our Morrisons account, just like many others on here, to only take Ocado orders from us. Morrisons, Ocado are mugging you off!”

Helpful Report

Posted 9 years ago

Goodness we're so sorry to hear you've had an unsatisfactory experience with us, it's certainly not how we would like you to feel about us at all. You mentioned you've been in touch with us about the issue, however if there is anything that's unresolved please do let us know by emailing us on ocado@ocado.com with 'Reviews.co.uk' in the subject line. Our deepest apologies again for any upset caused.

Posted 9 years ago

“Have used this service for several years. When they first started they had a policy whereby if they were late and came after the hour slot the shopping became free. They had to stop this as they are late so often. No matter what time of day even if the 6am-7am slot is selected when they should have just started and there is no backlog, they are always late. Massively disrupts your day having to be in at a time not initially selected--awful service”

Helpful Report

Posted 9 years ago

Oh Sam we’re so sorry to hear that your delivery has been repetitively late. We can imagine how frustrating this would be for you and we would like to assure you this isn’t part of our usual service. We never meant to disrupt your day and we would certainly like to look into this further as it concerns us that your deliveries seem to be late so often. If you can email us at ocado@ocado.com and please pop www.reviews.co.uk in the subject, we’ll take a look into this further for you. Once again our apologies Sam.

Posted 9 years ago

“I had my account hacked and contacted Ocado to report it. Whilst they said they had deactivated my account once I told them, they have since spouted lie after lie about it being shut down - I had confirmation from "customer services" that it hadn't been shut down 2 DAYS LATER! What information of mine was left open to the attack? Did they care? Hell no! The "customer services" alleged manager just read from her script, repeating the same phrases time and time again which didn't answer any of my questions, spoke over me and was generally as unhelpful as she could be. If you fancy offering up all your personal and financial details to all and sundry, go ahead, sign up to Ocado. However, if you want to remain in the black and not have all you own stolen from your bank account, stay well away.”

Helpful Report

Posted 9 years ago

Hi Mark. We're really sorry that your account was hacked into. We know that this is a very stressful thing to happen to anybody. We'd like to reassure you that we take security of our customers very very seriously at all times. We don't store your full payment details on our systems and these are stored with your bank, which means that access to your financial details would not be possible via our systems. Unfortunately we're unable to help you any further as you've mentioned that you've already spoken with a manager. Our apologies again.

Posted 9 years ago

“Our order was cancelled twice both for me and my wife, called the customer service and spoke to a guy who was rude and hasn't got a clue. i was then contacted by my card company that a suspected fraud was identified on credit card and my card was blocked. like seriously? I went ahead and ordered from Tesco however my wife decided to give it a try again a week after the first oder was cancelled but same thing happened, the order was cancelled again, leaving with her with nothing to eat for the weekend. She called Ocado and was asked to send a council tax bill before the order was released which she did, and then she later got a call again requesting to send a proof of ID (I couldn't just believe it, i'm wondering if we are actually applying for a loan). Worst customer service ever and a terrible service I personally will never shop at Ocado again.....NEVER”

Helpful Report

Posted 10 years ago

Oh Tolu we’re so sorry to hear what’s happened and that you were left with nothing to eat for the weekend. We can imagine how concerning and upsetting this must have been for both you and your wife. We would love to look into this further to see what we can do to help. If you could email us at ocado@ocado.com with your name and Reviews.co.uk in the subject, we’ll be able to investigate further for you. On behalf of the Ocado team we sincerely apologise for any inconvenience caused.

Posted 10 years ago

“This review is specific to Ocado breaded frozen cod pieces, offered as an alternative as Waitrose Cod was unavailable. Apparently these have been made from cod fillets. Not any cod I've ever seen or tasted! The worst piece of fish I have ever put in my mouth. Utter filth.”

Helpful Report

Posted 10 years ago

Hi Andrew, thanks for leaving a review. We're so sorry to hear that the cod pieces you were substituted didn't taste too good. We'd like to get these refunded for you, so if you could be so kind as to email us at ocado@ocado.com and pop Reviews.co.uk in the subject line, we'll sort this out for you. Our apologies again and we hope that this didn't spoil your meal plans.

Posted 10 years ago

“Such a shame ,products on the whole are good but the packing more often than not damages items in the delivery. The last 2 deliveries have been very late,over an hour ,the first i received a £7 voucher for the second i was told i would get another £7 voucher emailed to me but have not received it. Tesco used give a £10 voucher even if they were 10 mins over. I have paid up for smart pass delivery so looks like i dont have much choice but to stay until that runs out.”

Helpful Report

Posted 10 years ago

Hi Kirshanda, we're really sorry to hear that your orders have been late recently. This is very disappointing, especially as we work very hard to deliver within customer's allocated time slot. We are also sorry to hear you have not received your £7 voucher as promised for a recent late delivery. Please email ocado@ocado.com, including reviews.co.uk in the title and your username so we can get this looked into for you. We really hope you give us another chance to prove how great our service really is.

Posted 10 years ago

“Begs for feedback on reviews sites, so automatically get the lowest available score. Retailers - Stop begging for reviews, nobody reads these crummy reviews sites anyway.”

Helpful Report

Posted 10 years ago

“Two days ago I wrote to Ocado saying that I was charged £2.95 for a freebee that I was t prompted to select at the online checkout. On the same day, in lieu of the whole earth corn flakes I ordered, Ocado delivered gluten-free corn flakes which I did not order. I wrote to Ocado within minutes of unpacking that order and I have yet to receive a reply to either query. Instead I am receiving automated emails to take up my time. At least I have reason to reply; unfortunately, my reply cannot be favorable.”

Helpful Report

Posted 10 years ago

“I ordered a delivery for Friday night prior to a dinner party on Saturday.My app suggested a few hours late but this was fine given I needed the order. At the end of my allotted time slot the driver rang to say they were told not to deliver. Why wait until the end of the time slot when you clearly couldn't deliver all day? This was followed by waiting 25minutes on the phone to reorder to then find the next available slot was Sunday (ie too late). The phone operator said that if they had known earlier they may have managed to get an earlier Saturday order, further infuriating me. You knew you had major problems so why not get ahead of the situation and rebook people to the following morning? Ridiculous.”

Helpful Report

(Email_ocado) - Posted 10 years ago

We are so sorry about this Alistair, and for ruining your dinner party. This is not the kind of service we intend to deliver to our customers. Please could you email us at ocado@ocado.com with the subject 'Reviews.co.uk' for reference, and we will be able to see what we can do for you.

Posted 10 years ago

“I used Ocado twice, even though they have a good selection of products and good customer service, they do not follow basic health and safety rules. On two occasions raw chicken and raw eggs we're put together with ready to eat food not even sealed! They even ignored a note asking not to do this! Never again as seriously failed 2 out of 2”

Helpful Report

(Email_reviewsuk) - Posted 10 years ago

Oh goodness, we're really sorry to hear you are not happy with the service Malgorzata. We can assure you that 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. Should the packaging of any product be punctured or compromised in any way, please contact us so we can investigate the issue. If you have contacted us already regarding the packing of the raw meat and eggs with other items, we can assure you that your feedback and comments will have been passed back to our Warehouse management team. Once again our apologies for any inconvenience or disappointment that we have caused you and we do hope that you do decide to give us another chance.

Posted 10 years ago

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

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