Ocado Reviews

4.18 Rating 2,466 Reviews
81 %
of reviewers recommend Ocado
Merchant Metrics
Shipping & Delivery
Delivery Methods
Own Driver
Average Delivery Time
Next Day
On-time Delivery
Greater than 57%
Accurate And Undamaged Orders
Greater than 70%
Customer Service
Communication Channels
Telephone, Email, Live Chat
Queries Resolved In
Over A Week
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Anonymous  // 01/01/2019
I am an Ocado smart pass customer and not even a week into the second lockdown, I find I am unable to book the slots three weeks ahead which I have previously been promised. You may have have thought Ocado would have learned lessons from the earlier lockdown about failure to honour commitments to loyal, regular customers. Not a bit of it. Despite their failure notify me about reneging on their earlier commitment to advanced access to delivery slots, the only enquiry, the customer service team is not allowed to comment on is anything relating availability of delivery slots. Any email enquiries relating to this topic generates a completely irrelevant response. During the summer months I have explored a number of other online grocers and have been impressed by the quality, prices and overall service. I ask myself, ‘why am I wasting time and money with Ocado when there is clearly no currency for loyalty’.
Posted 6 months ago
outrageous experience having been a smart pass holder for a number of years and throughout lockdown 1.0 being able to continue to book deliveries. However since recently delivery I can see no slots available to book? Come on Ocado AND now M&S (is it coincidental that the delivery issues seem to have coincided with the M&S Partnership?!? This is not acceptable for customers who pay for the delivery service. Although I understand that Smart Pass does not guarantee a delivery it should enable you to book a delivery over and above non smart pass holders. Either get more delivery drivers, get more warehouse space, or stop pretending you are an above average grocery provider unable to meet customer demands or expectations.
Posted 6 months ago
Very disappointed that, at the very least, Ocado have not put out a blanket statement about delivery slots, in particular for Smart Pass holders. Difficult times, yes, but we are being left high and dry and told there are no delivery slots now at least until Christmas. A loyal customer, an over 70 who lives alone, I am not impressed. I probably just don’t spend enough!
Posted 6 months ago
I'm a smart pass holder and have been told that I'm not able to book any deliveries in advance and they won't guarantee that I'd have any slots! I have to keep looking at the website! The customer service person said the pass only gives me discount for deliveries but does not guarantee any slots, I'm not sure what's the point of holding a pass then. This pandemic will be over at some point and I'd like to see how many customers will stay with Ocado, I certainly won't be one of them! I work for NHS so I go into work and now I'd also have to find time to track to the supermarkets too! Great experience Ocado!
Posted 6 months ago
I used to enjoy Ocado. However, many of the Waitrose products I used to order either do not have an obvious M&S equivalent or their M&S counterpart is of inferior quality. I hate their new bag recycle program too. On roughly every second delivery none of the bags I hand over to the driver are accounted for for some reason. I'd much prefer if there was an option to not get their bags in the first place but they don't offer this. What's worse, the quality of the service has deteriorated to the level that I no longer wish to place any orders with them. I particularly resent the new quality of their customer support. When I clearly outline a problem in the email I only get a generic response after a day or so which has very little to do with the problem I write about. The only option to actually get their attention is to talk to a live agent but it's time consuming since the wait time is high. This has happened to me too many times recently so I am giving up on Ocado.
Posted 6 months ago
Like many people having trouble with delivery slots.I would have given it 5 a few weeks ago.One of the reasons i went to Ocado was to get the M and S mini meals to stock up mums freezer for the carers.She has now passed away.Think i might not bother with Ocado now
Posted 6 months ago
On a Monday the next available slot is Wednesday week!!! That’s NINE DAYS AWAY!!!! Don’t tell me to book my xmas shop in mid October when you’re already completely booked up. Take this information off the website as it is false advertising. Don’t send me items with a use by / best before of tomorrow. Don’t fob us off with “a small number of items are out of stock”. It’s not a small number, it’s many! Loads of products i have been buying for years are no longer available permanently, no decent alternatives given. You keep telling me i could get a better deal/delivery time/whatever if i have a smart pass but you then tell me that smart pass is not available. WT ACTUAL F????? Delivery drivers are really friendly , always on time. But that doesn’t make up for the general crapness of Ocado in recent months. So sad but I’ve left Ocado after several good years, and now shopping with Sainsbury’s. It’s very unlikely that i will return. Sort yourselves out.
Posted 6 months ago
5stars pre m&s even though lots of m&s products are superb and excellent there just is not the choice no decent bean mix for soups no sensitive washing powder and no gourmet boxes of cake cat food fluffy is disgusted if he could talk he would go to Waitrose and corky the dog agrees no beef marrowbones ocado day used to be the highlight of his week ,now just a sad face on a Wednesday
Posted 6 months ago
Consistent mistakes with the service, the website going down and a lack of backbone with staff wanting to take responsibility for continuous mistakes made my partner and I question our loyalty to Ocado, where we'd shopped online with for quite a while. As a result we went over to Sainsburys, who, to be fair to them, have been consistent and quick to rectify their mistakes. We wondered about going back to Ocado and thought that the company have had plenty of time and opportunity to haul their once great company out of the gutter to produce a great service once again. What a mistake we made believing that! Only hours before a delivery we booked a week ago was due to arrive, Ocado sends us a message with no apology telling us that the order had been cancelled, and that we needed to rebook a slot, the nearest being 4 days later! This resulted in us having to re-organise our childcare so that we were able to go shopping this evening. Terrible excuse for a company, who's organisation is a joke. Avoid this company at all costs. We are now deleting our accounts. Shop online with Sainsbury as they're a much better company.
Posted 6 months ago
Since Ocado started,‘I have sworn by them. Everything from the products to the service has been outstanding. It is very sad they are no longer any good. The merger with M&S means the range is terrible, things are frequently out of stock and I need to order separately with Waitrose. I’ve cancelled my smartpass as well because that doesn’t represent value as many other have explained. RIP Ocado :-(
Posted 6 months ago
It used to be a 5 but since they took up with m and s its all going wrong ! The range is not as good and i dont care what they say its mote expensive. Its also hard to get a slot and slots are so expensive. Final straw for me today website says xmas slots would be released today ..... no sign. Tried to live chat go ask and it cut me off Ive shopped with them since they launched must have spent thousands but thats it im done
Posted 6 months ago
I recently was diagnosed with cancer and am on the government vulnerable list . I registered with Ocado in the hope that shopping online would support me at this difficult time. Not only did it take weeks for them to address my query , they were wholly unsympathetic and not prepared to support in any way . What a sad reflection on a company that probably has realms of paperwork about how they support the community ? I hope if they have relatives in a similar predicament that they won’t face the biased behaviour of their customer support services and discrimination of disabled people within the community . Shame on you
Posted 6 months ago
Don’t buy a smart pass Don’t buy a smart pass, they say they release Christmas delivery slots early for Smart Pass holders. My experience says a minimal percentage of slots are released early to smart pass holders to encourage people to purchase a smart pass. Staff are unofficially informed of the day and more importantly the time the slots will be released and they mop up most of the slots. Ocado then release the rest of the Christmas slots to all customers with those who AREN’T smart pass holders given preference. You have to have an account to be able to buy from Ocado and Ocado use your data to place individual offers on your page or filter out offers ie it allows the IT and planning Departments to filter out all smart pass holders thus the delivery slots don’t appear on your Ocado page. Non smart pass holders pay £7 for delivery whereas Smart pass holders have already paid for delivery. Ocado therefore makes more profit by offering delivery to non smart pass holders. Your loyal custom as a smart pass holder Is rewarded by giving you less facilities. This is similar to the ways Insurance Companies used to treat loyal customers via the practice called “price walking”. However The Financial Conduct Authority Deem this unfair and plan to outlaw this practice. Here’s my answer to your reply. I read your reply and I have both telephoned and emailed you and taken my complaint as far as the Manager of the Senior complaints/customer service team. He said “Sorry but..... Your reply on Trustpilot may indicate that you are willing and able to reverse the situation, which is again misleading. If you are able to offer me a Christmas delivery slot please post on here for all to see your reply is genuine, do not ask me to email or phone knowing full well that any communication with you cannot/will not alter the situation. Merely turn me back and disappoint me again. Your customer services/complaints department cannot liase with your planning department as your departments work independently of each other as if in silos and therefore cannot resolve complaints regarding Christmas delivery slot availability as planning plans the release not customer services. Please Ocado do not place a reply asking me to ring or e mail you and take my complaint offline and hidden from public view.
Posted 6 months ago
Feel totally conned by Ocado and Smart Pass. Can’t get slots in any reasonable timescale, the bill always seems very high, substitutes too frequent - and now no xmas slots left even though still October. Drivers though are excellent.
Posted 6 months ago
Ocado sent me an email to give me a discount on my smartpass as they couldn't give me a Christmas delivery slot. I applied via the email they had sent and I got a rude response stating that I had already saved money on my last 7 shops???? Am I missing something here? I explained to them that it was they who had offered ME the discount, and I also pointed out how Ocado is now more expensive than ever, lots of/poor substitutions, typical price per kg on meats is always sent at a charge of at least 30% more and the customer service is poor. They sent me a standard response. I'm seriously considering moving my business to Waitrose.
Posted 7 months ago
Used to be good, but as a Smart Pass you get zero value. During lockdown there were no slots available. The UI is a joke, and after a recently booked Christmas slot, and adding items into my basket, I clicked "Confirm" and it confirmed my slot was booked. Turns out it wasn't, and even though I had looked for a check out button, it clearly wasn't in the usual place. Their response was a shrug. With AmazonFresh now coming into its own and Tesco a cheaper alternative, I've cancelled my Smart Pass. What is the point of paying £7 a month when there's no real perk to it? During lockdown, I couldn't a slot for weeks and while I appreciate it was tough for all, that's when you expect a perk from a membership. Will only use on an ad-hoc basis when I need to.
Posted 7 months ago
I agree with previous reviewers, as a Smart Pass customer, I believe we are being sidelined in favour of new business, after all, they've already got our money. I am housebound (pre-COVID, have been for years) and rely on a regular service from them, but future appointments are not being released past 19th October (should, by now, be releasing for Friday, 23rd October), yet they keep emailing back the same answer "we're releasing slots all the time", seriously? That is not apparent. And to "book as far in advance as possible"., well, I would if you would release the slots. I am finding this extremely stressful.
Posted 7 months ago
Future dates are not being populated with appointments, so instead of being able to book 3 weeks in advance as usual I now only have Tomorrow's and the following Saturday's slots booked before....? starvation ? and no available slots moving forward past Monday, 19th October, not because they're already booked up, but because they are just not there. I get ridiculous responses to my emails to Customer Services, who obviously haven't read my queries. I agree with a previous reviewer, I also believe that Smart Pass customers are being sidelined in favour of new business as they've already got our money. I'm not able to get out (nothing to do with COVID, I'm just not able to get out) which is why I have had a Smart Pass for many years now, and rely on them to provide appointments. I am seriously thinking about jumping ship, but in these difficult times, are other providers accepting new "Smart Pass" customers. I'm very stressed by all this.
Posted 7 months ago
I have been with Ocado for 11 years, and for some reason they are not honouring my Smart Pass/Ocado Reserved. I have to re do my order each week, rather than the order being generated automatically, this also mean my orders are being booked at a time which is very inconvenient rather than my regular slot, I receive confirmation of my order, then a few days prior to the order coming they send me an email informing me it is cancelled - then my order turns up! I have spoken to three different people about this over the past 2 - 3 weeks - only one member of Ocado staff has rung me back to say she cannot resolve it and has passed my issue on to another team. If this isn't resolved soon, I will give up with Ocado and go to Waitrose!
Posted 7 months ago
Terrible customer service experience. Refused to accept that they were not delivering an item but still overcharging me as it was part of an offer. Also said would charge me £62 if I refused the order.
Posted 7 months ago
Ocado is rated 4.18 based on 2,466 reviews