Login

Start Free Trial Are you a business?? Click Here

Are you a business?

Terms & Conditions

User Privacy Policy

Business User Privacy Policy

Data Protection

Ocado Reviews

4.1 Rating 2,606 Reviews

78 %

of reviewers recommend Ocado

Company Reviews

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

Write Your review

Tell us how Ocado made you happy

Help future customers by talking about customer service, price, delivery, returns & refunds.

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

Ocado 1 star review on 22nd December 2023

Ocado 1 star review on 11th July 2023

Ocado 1 star review on 14th June 2023

Ocado 1 star review on 18th December 2022

Ocado 1 star review on 7th October 2022

Ocado 1 star review on 14th July 2022

Ocado 1 star review on 14th July 2022

8

Anonymous

Anonymous // 01/01/2019

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

“The quality of the food is good, the delivery drivers great (very helpful and pleasant) and whilst everything is going well, it is a fantastic service. 6 weeks ago I lost a bank card (cancelled it the day I lost it) and had to change details on my account. It has taken 6 weeks for ocado to inform me that a payment didn't go through, and have cancelled an order with the reason 'unable to verify payment details' though they could not expand on the reason why. As soon as I got my new card I changed details on my account. So why has it taken 6 weeks to let me know? This should have been sorted out within the week.”

Posted 7 years ago

Gosh! We're ever so sorry to hear that you lost your bank card and that your payment for your order was not taken as a result. This is certainly not the level of service that we pride ourselves on. We do hope that you were able to get this issue sorted if not please do email ocado@ocado.com with www.reviiews.co.uk in the subject line and we'd be happy to take a closer loo into it.

Posted 7 years ago

“I have had continual issues with short shelf life and poor quality of fresh products and each time I contact Ocado, they seem indifferent to my concerns and it still keeps happening.”

Posted 8 years ago

Hi there Judith, thanks for leaving a review. We're really sorry to hear of your disappointment with the shelf life on the products you've received, along with getting poor quality items from us too. This is definitely not how we want you to receive your shopping. We're constantly working behind the scenes with our suppliers to ensure that you receive the best quality produce. We do apologise that we've let you down on this. In regards to shelf life of the products, we display a life guarantee on our website under each item, which lets you know how many days you are guaranteed to get out of this product. Please be aware that our life guarantee does also include the day of delivery. If you'd like us to look into this for you, please email us at ocado@ocado.com and please put 'reviews.co.uk' in the subject line. Thanks Judith and our apologies again.

Posted 8 years ago

“The delivery was overall okay ; however, my grandson (aged 3) was very interested in what the driver was doing and kept saying hello to him over and over again. The driver completely ignored him and never acknowledged him in the slightest. I realise that you are in the grocery delivery business and not there to entertain small children ; however, that just wasn't friendly - my grandson was very upset :-(”

Posted 8 years ago

“Online grocery shopping has changed our life but we constantly find that we waste food as items are delivered with short best before dates that do meet our menu planning. We have raised this direct with customer services on several occasions with no response.”

Posted 8 years ago

“I can't fault the service from Ocado but what i am disappointed about is that most shops now are showing many items that i want out of stock, I find this really frustrating when shopping online as i almost give up with the shopping if there are too many things in one shop that are not in stock.”

Posted 8 years ago

“What could have been a five star rating gets only two since Ocado insists packing uncooked meat with ready to consume products despite writing to them and asking for their code of practice regarding food hygiene and cross contamination. I found the solution finally in spraying everything that came in the same bag with Dettol so long as they are suitable to do so. Sometimes the packers forget all common sense and pack a bag of crisps or bananas together with heavy items such as pasta sauces, pickle jars and tins. The result is mashed up bananas and burst crisp packets. I won't even go into eggs. It is a shame for otherwise such a great service because they are always on time, polite and have good deals and a wide range of quality products. Please pack raw meat, fish separately Ocado!”

Posted 8 years ago

Hi Sultan, we're so sorry to hear that you have had poor packing with some of your orders as well as damages to some items too. We do hope that you have contacted us regarding this and requested refunds for the damaged items. If not please do email us at ocado@ocado.com and we can look into this further for you. With regards to the packing of raw meat with other items, 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. We will however, be passing on your feedback regarding this. Once again our sincere apologies for any inconvenience caused and we do hope that you give us another chance.

Posted 8 years ago

“We are having lots of problems with deliveries at the moment. Late deliveries- we had to cancel one last week. Generally poor service. If it doesn't improve we will be leaving ocado.”

Posted 8 years ago

Hi Sabeena, we're really sorry to hear that you have been having issues with your deliveries of late. It's also disappointing to hear that you even had to cancel an order, and we can understand how this must have been very disappointing and inconvenient. We do hope that you have contacted our colleagues at the Contact Centre regarding the issues you have been having. If not please do email us at ocado@ocado.com and we can look into further for you. Our sincere apologies for any inconvenience caused and we do hope that your future orders are much improved.

Posted 8 years ago

“Stock is always being substituted or not available. Packers are horrendous always over packing bags and damaging products!”

Posted 8 years ago

Hi Karen-Anne, thank you for taking the time to leave a review. We're sorry to hear you're not happy with the substitutions you've received recently or the packing of your shopping. We do try hard not to have to substitute items but sadly we cannot always avoid this due to supplier or warehouse issues. We will always let you know in advance of your delivery so you are able to reject these with the driver. We are also concerned to hear about the packing of your shopping, we will of course pass your comments on to our warehouse team to look into. Please feel free to email us at ocado@ocado.com including review.co.uk in the title and your username. We would love to hear further comments regarding this and if you receive any damaged items please do let us know so we can get them refunded for you. Once again, we do really apologise.

Posted 8 years ago

“After continuous complaints about RAW meat being put in the same bags as FRESH fruit and vegetables, and eggs and bread being put at the bottom of bags I have finally given up on shopping with them! Two of my bags were full of blood last week due to a packet of raw mince and raw chicken leaking. A shame because the one hour slots and quick deliveries were very convenient.”

Posted 8 years ago

Hi Nicola, we're really sorry to hear about the leakages in your recent order and we can understand that this must have been very disappointing. If you haven't already contacted our Contact Centre regarding this, please email us at ocado@ocado.com and we can look into this further for you. We'll be sure to pass on your comments & feedback on regarding our packing policies. Once again our sincere apologies for any inconvenience caused.

Posted 8 years ago

“The Good: *web-site easy to use *IPhone App brilliant and so useful *Slots always available when I need them *Mid-week Smart Pass (when on offer) excellent value *Deliveries on time 99% of the time. * Excellent range of own brand, Waitrose and labelled products and increasing all the time *Regular freebies - and lately I've been asked at checkout to choose what I'd like, meaning that they don't just turn up, even if they're not appropriate and I can't use them (meaning I have to give them away or bin them) The Bad: * Whilst they offer Tesco Price Match, they don't match Tesco (or other supermarket offers e.g. Tesco might have Innocent juice on BOGOF, Ocado will only have 25% off *Offers can change week to week so are confusing e.g. Tilda rice - might be £1 per pack one week, then 3 for £4 the next * Every time Smart Pass (or whatever it's called now as it changes) is up for renewal I have to negotiate on the price - just give me a regular offer i.e. the £2.99 you gave me for 6 months - give me that as an on-going price with a minimum of 6 months then I don't need to waste my time negotiating and you won't potentially lose a customer (which is VERY likely with all the delivery problems we've been having the last year) The Ugly: * Persistent packing issues i.e. toiletries in with raw meat or fresh produce, heavy items in with things like bagged salad * Regular smashed, damaged or leaking items some so bad that it's taken me half and hour to clean up the mess in the hallway where the driver has left the bags N.B. YES!!! - this (and every other persistent issue) has been reported (constantly) causing a lot of frustration and waste of my time and effort. FINALLY after many attempts and requests for something other than a numb-skull, scripted reply (along the lines of 'this isn't the standard we aim for' blah, blah, blah) a manager has gotten involved and is supposedly monitoring our deliveries, at present with limited success (but I feel his frustration that the warehouse packing team just can't seem to get things right). These issues have gotten worse in the last year. A year ago I would have been singing Ocado's praises and there are many good points that would keep me as a loyal customer if they can get the above things right in future, however, my patience is running out and I wouldn't currently feel comfortable recommending to anyone else with all the problems we've had recently.”

Posted 8 years ago

Hi Jane, firstly we'd like to thank you for taking the time to leave such detailed feedback. With regards to our Low Price Promise it does state in the Terms & Conditions ' 7. The Low Price Promise comparison will include promotions at both Ocado and tesco.com and is based on what customers would pay for the Qualifying Products at checkout and excludes any delivery charges. For example, if you purchase a 1 litre carton of Tropicana orange juice for £2.30 from Ocado, and it is sold at Tesco.com for £2, but it is also on a buy two for £3 offer at Tesco.com, we will compare the price paid at Ocado against the single unit price of £2 at Tesco.com. If, however, you buy two 1 litre cartons from Ocado, we will compare our £4.60 price with the promotional price of £3 for two cartons at tesco.com.' you can see the full Terms & Conditions to this in the following link: https://www.ocado.com/webshop/content/ws5/customerServices/termsAndConditions/LPPterms. We're also sorry to hear you are not happy with the renewal prices with your Smart Pass, we'll be sure to pass on your comments & feedback regarding this. It's concerning to hear that you have had such poor packing, especially after a manager has intervened. If you could please email us at ocado@ocado.com with the reference of reviews.co.uk and we can look into this further for you. Once again our sincere apologies for any inconvenience caused and we hope that this can be resolved and restore your confidence with us again.

Posted 8 years ago

“Hi I've been using ocado since 2007. I can't fault the service that's the only reason i'm still sticking with you guys (I am happy to give 5stars for the service) but at the same time i can't shake off the feeling that Ocado doesn't value loyal customers like others do. You offer discount card & vouchers to new customers but not to the old members like me. Whereas all the other supermarket brands are constantly sending me 20% off vouchers for my next purchase. Hence my order amount from ocado is decreasing by month. If it's going to be like this I may need to use waitrose online as they constantly sending me 20% off voucher for my shopping.”

Posted 8 years ago

Oh Kelly we’re so sorry that you feel we don’t value loyal customers. We can assure you this is certainly not the case, as we pride ourselves on making sure we deliver the best customers service to all our customers and we certainly wish you to know how much you all mean to us. It sounds like you haven’t been receiving many discounts or offers, which is very strange as we regularly communicate to our customers all of the fantastic offers and discounts we have. Are you subscribed to our Marketing emails at all? We’d certainly like to see what we can do to help, as we never wish you to feel you’re missing out or that we don’t value you. If you could email us at ocado@ocado.com with the subject as Reviews.co.uk, we’ll be able to look into this further for you.

Posted 8 years ago

“Signed up for 12 months, now realise it's much more expensive then tesco, so now have to pay £10.99 a month not to use you..... Far too expensive, which is a shame because the service and choice is great.”

Posted 8 years ago

Oh Wendy we are very sorry to hear this. We would certainly like to look at what we can do for you regarding the cost. If you can contact us by emailing ocado@ocado.com with the subject of Reviews.co.uk, we'll certainly look into this for you. Our apologies again Wendy, we look forward to hearing from you soon.

Posted 8 years ago

“Used to be my supplier of choice by miles, but in the last month or so, every delivery has been running over an hour late, and they seem ti have sold out of so many of the items that I wanted (particularly those on offer.) And the rest of the pack is improving and quickly overtaking them.”

Posted 8 years ago

“Recently I have found the quality of the food has sadly dropped I'm hopeful that this is a blip and the better quality food will return I'm pleased with deliveries however and the drivers are all charming although the packers are terrible”

Posted 8 years ago

“My last two shops with Ocado have been poor last week it came very late so I missed a family day out! As had to wait for it! This week I was told at the door all my freezer stuff wasn't there today and he didn't know why!! Was very miserable looking! Then I unloaded my shopping and there was a lot of stuff missing from my shop! As you can imagine I was very disappointed as I now have to go shopping in my local supermarket! Let's hope next weeks shop improves as I will be taking my custom elsewhere! It's a real shame as I was very empressed with Ocado”

Posted 8 years ago

“Weekly shopping bills have increased considerably since shopping with Ocado. Was lured in to the Smart Pass for free delivery, but certainly cost me more in the long run. More and more items are unavailable leading to more expensive substitutions or missing altogether.”

Posted 8 years ago

“Call centre slow to pick up. One member of staff was particularly rude. Out of date info about delivery on website, which I only picked up by chance - delivery due between 12 &1pm info posted on website said driver was running 40 minutes late - when I eventually got through to the call centre they could not see where the driver was but got driver to call - he was not running late at all. If I wanted 14 bananas all in the same state of unripeness I wouldn't have ordered 2 different products - one pictured yellow on website the other pictured green - I had had the same issue a few weeks previously and assumed it was a one off - having now read the product reviews it's an ongoing problem. Have now had the remainder of my delivery pass refunded.....probably not going to bother using them again.”

Posted 8 years ago

“Food was delivered 2hours 20 minutes late with no updates as to what was happening.”

(Email_reviewsuk) - Posted 8 years ago

We're really sorry to hear this Evelyn. It is disappointing to hear that your order was delivered late and with no update. We would like to look into this for you. Could you please email us at ocado@ocado.com with the details of this query and include 'review.co.uk' in the subject title we can get this looked into for you. Apologies again.

Posted 8 years ago

“Placed an order after being given a voucher code for £15 worth of organic produce none of which arrived when the order was delivered. When we phoned customer services they gave no proper explanation of what had gone wrong. We were offered £15 off our next shop but that does not make up for the annoyance of feeling conned. Made an enquiry about the order earlier in the day and had to wait on hold for 13 minutes. Not good enough. Thinking of using some other supermarket.”

(Email_ocado) - Posted 8 years ago

Good morning Philip, many thanks for taking the time to post this review, we were of course really sorry to see you had some issues with your order, and we can only imagine the inconvenience at not receiving your organic items, this twinned without a full explanation was, I am sure most disappointing. We are sorry to hear you are thinking of shopping elsewhere in future and understand your hesitance after this experience, we would ask though that you contact us via email and detail exactly what happened, we can then look into this further and look to find a suitable resolution, please email ocado@ocado.com and if you could enter 'reviews.co.uk' in the subject field that would really help. Once again our apologies for the issues you encountered.

Posted 8 years ago

“Did not deliver to the right address. Cancelled our order and unable to redeliver in 2 days”

(Email_reviewsuk) - Posted 8 years ago

Oh gosh we're very sorry to hear this Jarand. If you could email us ocado@ocado.com with the subject 'Reviews.co.uk' for reference, we will certainly look to see what we can do for you.

Posted 8 years ago

«
1
2
3
4
»

Ocado is rated 4.1 based on 2,606 reviews