Ocado Reviews

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

4.0 Rating 2,649 Reviews

77 %

of reviewers recommend Ocado

Company Reviews

Questions

Metrics

4.0

Based on 2,649 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 3rd 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

“If only the packing were improved it would be "very good".”

Helpful Report

Posted 10 years ago

We're sorry to hear you're not happy with the packing Valerie, this is very disappointing to hear. We are constantly working hard behind the scenes to improve our packing process so it is concerning to hear that you are receiving shopping that is damaged or packed poorly. If you do ever receive any items that are damaged, please do let our Customer Service team know so we can get this reported to our warehouse team and refund any items that aren't in perfect condition. Once again we're really sorry for any inconvenience caused and hope you see a great improvement soon.

Posted 10 years ago

“Ocado not only has a great selection of products, their customer service is unparalleled. Their own range offers good value for money with excellent quality but unattractive packaging (presumably because they do not need to attract customer's attention on a supermarket shelf). The delivery service is fantastic and the drivers invariably polite and helpful. The only gripe I might have is the length of wait when calling customer service, but once through to an advisor they are always helpful and polite.”

Helpful Report

Posted 10 years ago

Pleased to hear that you are loving the range of products that we offer Sygal. WSe're always trying to ensure that we have something for everyone & glad that we've got your approval. It saddens us to hear about the length of time taken to get through to our lovely Customer Service team, we'd like to say sorry. We'll pass on your comments to our Management team so that we can better improve in this area of the service. Thanks again for your comments.

Posted 10 years ago

“Simply the best supermarket. Great range at sensible prices plus plenty of treats. Reliable and friendly drivers will even bring bags through to kitchen if asked. We have a smart pass so can order as many times as we want for one monthly fee, plus special discounts and freebies. Can't ask for more.”

Helpful Report

Posted 10 years ago

“I've been using Ocado for a few years now and have found the service excellent. It's reliable, straightforward, friendly and really convenient. My one gripe is that cooked meats are regularly placed in bags with raw meat, but as they are all sealed it hasn't presented a problem. It just goes against my natural tendency of keeping them separate.”

Helpful Report

Posted 10 years ago

Hey Judith, we're glad to hear how much you've been enjoying the service as it makes what we do that much more enjoyable. We'd like to thank you for your comments regarding the packing of Raw meats. We'll get this passed on to our Warehouse team so that they are aware of your comments as they are very important to us. Hope you have a lovely weekend :)

Posted 10 years ago

“Delivery always on time in its 1 hour slot. Only have a substitution once or twice a year. The website is easy to use. Once you've had a few orders your usual choices pop up first. As for the food - well, that's up to what you order. There is quite a wide price range but it's never going to be as cheap as Tesco. I've never had anything out of date - unlike my nearest supermarket! It just makes my life an awful lot easier”

Helpful Report

Posted 10 years ago

“I've been very happy with Ocado for several years, the range of products, the quality and the delivery service. If there have been any problems they have been resolved quickly and I have been given vouchers in compensation. I expect to continue using Ocado for my main grocery shopping for a long time.”

Helpful Report

Posted 10 years ago

“Outstanding service, consistently good. Staff are polite and professional at all times. Quality of products high and minimal substitutions. Any made are generally very sensible. I have shopped with Ocado for 10 years and the service has been consistently good, I have tried others but nothing comes close!”

Helpful Report

Posted 10 years ago

“reliable, excellent service. good products.Delivery drivers very polite.”

Helpful Report

Posted 10 years ago

“Quality food, excellent customer services and I really like the hourly delivery slots. I have recommended Ocado to all my friends..! From a very satisfied customer. :-)”

Helpful Report

Posted 10 years ago

“I have an Ocado delivery once, sometimes twice a week. They are always totally reliable with a huge choice of items including Home section (Sizzle) and also a pet's section (Fetch). I love Ocado and can't recommend them highly enough.”

Helpful Report

Posted 10 years ago

“Excellent service, by far the best!”

Helpful Report

Posted 10 years ago

“Sometimes things go wrong in any part of life and online shopping can be a minefield of problems. However, it's how the problem is dealt with that really counts and I cannot fault Ocado in this respect. I have been with them for many years and in that time have had very little reason for complaint but recently my son's birthday cake arrived completely smashed having been packed upside down in the warehouse. The driver and customer services bent over backwards to help me rectify the problem in time for my son's birthday (the next day) and, due to the cake having gone out of stock in the meantime, sent a driver out to the local Waitrose store to buy the correct replacement and he then drove it over to me only a few hours after the problem had been identified. I call that top service and I would not hesitate to recommend Ocado to anyone :-)”

Helpful Report

Posted 10 years ago

“I love Ocado - here's why 1) The website is easy to use. 2) I like that I can have a regular delivery time slot set up. 3) I like the feature where Ocado sets up my next order in advance for me to edit. 4) I like the "have you run out of" feature at the checkout. 5) I love it when the text confirming my delivery says "You have no missing items" and this happens a lot. 6) If an item is damaged/leaking or even missing you can request a refund easily without any fuss, and this doesn't happen often. 8) The staff are all friendly, courteous and helpful. I wouldn't shop for online groceries with anyone-else, and I have tried them all, but nothing beats Ocado.”

Helpful Report

Posted 10 years ago

“Very happy with your service”

Helpful Report

Posted 10 years ago

“I've been using Ocado for 11 years now, I've tried all the others, but Ocado are the best. It's simply because they are not relying on items to be left on a supermarket shelf for them to pick, you almost never get missing items or substitutions, they are always on time and the drivers are friendly and polite. Also if there is a problem with an item being squashed or poor quality, the customer service is excellent, and the problem is sorted straight away.”

Helpful Report

Posted 10 years ago

“Drivers. Are always polite and helpful. Shopping delivered in one hour slots, very rarely late. Very few substitutions.”

Helpful Report

Posted 10 years ago

“Ocado offers and excellent service with plenty of product choice and delivery options.”

Helpful Report

Posted 10 years ago

“I've used Ocado for years now. The convenience is fantastic- no more slogging round busy supermarkets and I save so much time. There's a wide range of delivery slots so I can choose whenever suits me. That includes Christmas, which is a huge help at that time. Features like Favourites also save ordering time. and you can save lists. The quality of the products is as you'd expect. The vast majority of my items arrive with only the occasional missing item or substitution. There's a really efficient refund service too. The timekeeping of deliveries is excellent and the drivers have got through in the worst weather, including 18 inches of snow. I'd never use anyone else- thanks, Ocado!”

Helpful Report

Posted 10 years ago

“Reliability: We've been using Ocado for about 7 years now on a weekly (sometimes more) basis. They are extremely reliable and have only been outside the 1 hour time slot on a handfull of occasions and have always let us know in advance and apologised on arrival. Produce: the produce is fresh, as described, and suitable substitions are offered when an item is out of stock. The range is vast allowing you to buy things from pet food to toys and cards (handy for last minite forgotten birthdays). Website: the website is one of the best we have used and is clearly much better than any rival provider. It is very easy to browse the produce or to search for a specific item. The website gives you details on shelf life and include ingredients and full product specification. Price: Ocado price competitively and also back up what they say with a price match promise which THEY will undertake and if there is any unfavourable discrepancy they will send you a money off voucher. In other words, you do not have to take them to task with any product that happens to be cheaper at their designated rival as they will do it themselves and volunteer the money off. Customer service: the customer service is excellent and they are very customer focused. On the rare occasions we have had complaints, they have been resolved incredibly speedily and always to our satisfaction. Overall: All in all it is a first class service and considerably better than any rival provider. I give it 5/5.”

Helpful Report

Posted 10 years ago

“Very good range of stock - much wider than a "normal" supermarket. Very rare to not get what you order. Drivers invariably pleasant. The "offers on your favourites" feature is useful. Sure, you need to be careful that offers are really a good deal - so what's new? But it's easier to do this online than in a physical shop. I'd like more information about provenance so I don't buy stupid air freighted goods,, goods from companies (yes, ownership by the likes of Kraft or Nestle is there in the info, but I'd like a facility to exclude these multinationals) or countries I don't wish to support, or contribute to destroying the water table in Peru, for instance. I've been using them for a good few years and don't plan to change.”

Helpful Report

Posted 10 years ago

Hey Chris, we're pleased to hear that you've like the service that we provide as this is always our aim. We'd like to thank you for providing us with your suggestions on how we could improve the service as this is really important to us. We'll get these passed on to the relevant team, and hopefully you'll see an improvement in the future. Have a lovely weekend.

Posted 10 years ago

Ocado is rated 4.0 based on 2,649 reviews