Ocado Reviews

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

4.0 Rating 2,653 Reviews

77 %

of reviewers recommend Ocado

Company Reviews

Questions

Metrics

4.0

Based on 2,653 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 12th 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

“I am generally very pleased with my shopping at ocado. The produce is fresh and very rarely I have a product substituted and even less frequently something is not delivered at all. Using ocado reserved means I always get a convenient delivery and I pay monthly for deliveries which saves money too. The bagging is often bizarre and I can have a bottle of squash arrive on its own and 4 x 4 pints of milk in one bag which means it's breaks as soon as it comes out of the box! Usually the drivers are super friendly and very helpful. The one off seems to be in a rush and distracted so they don't tell you about the receipt or take return bags. All in all I wouldn't shop anywhere else.”

Helpful Report

Posted 10 years ago

“Overall I am very pleased with the service and products which Ocado supplies. I have had a few issues with packaging, over many months, and I feel that at last things are improving with orders picked and packed at the Hatfield depot. My order delivered today was very good. Admittedly I chose not to put in fruit and vegetables but all the chilled food came in separate bags. Smelly laundry items were packaged separately and I feel that at last I could put together a complete order with complete confidence. Thank you for listening to my winges at Management level and thank you at the packing level for for more intelligent separation of items.. Your attention to my order is very much appreciated. I have noticed the difference.!”

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Posted 10 years ago

“Website is extremely easy and quick to use and the range of products available is fantastic.”

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Posted 10 years ago

“Generally I'm reasonably happy with Ocado. It is convenient & easy to use. However, there are often inconsistencies with the delivery - as to whether the driver just collects and carries as many bags as is humanly possible. Or uses the stock boxes as suggested by the company. This has a bearing on the quality of certain items at soft fruits,salads & veg being squashed. I have complained in the past about the state of some of my items. I just wish all drivers took care over the goods they deliver. My other infuriating matter is the I crease of charges for Smart pass.”

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Posted 10 years ago

“Really reliable, food of good quality, drivers are ALWAYS charming. I know it's a little more expensive (I did a full comparison on my own typical shop after I was made redundant) but the difference is not enough to make me move. My friends have more frequent issues of damaged produce, missing items or very late drivers. Overall, I think it's fantastic.”

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Posted 10 years ago

“The driver was well on time, very polite and happy to carry my shopping into the house for me. I have never had an unhelpful driver ever since I started having home deliveries.”

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Posted 10 years ago

“I am extremely happy with your service and quality of food and choice 10/10. I have been a customer for more than 18months. I have no complaint at all. Every time you deliver my shopping it is a pleasure to open all my bags . You make my shopping so easy. No more heavy bags to lift, no time wasted. Thank you for your great service Martine”

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Posted 10 years ago

“I've used Ocado for over 10 years, never had any problems. Excellent service, minimal substitutions. Always deliver on time with friendly drivers. Highly recommend!”

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Posted 10 years ago

“Grocery food is always fresh enough, tins are never dented, eggs never smashed, bread never squashed, glass never broken, food never missing. Drivers super friendly & courteous. No need to use those annoying trolley tokens at your supermarket. One hour delivery slots are adhered to. Plenty of choice. Price promise. Fab. Fab. Fab.”

Helpful Report

Posted 10 years ago

“Great communication. Like the text to inform me of the driver and type of van before delivery. Receipt very informative with use by dates. Brilliant service.”

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Posted 10 years ago

“I have been using Ocado for several years now. I have tried various other supermarket home shopping sites and they just don't match up to Ocado. I do still occasionally use one other company for large party orders (such as at Christmas) as their alcohol is generally cheaper, but I am always left a little disappointed as it's not quite Ocado! TheOcado website is really easy to use, and it tells you if an item is going to be out of stock on your chosen delivery day, so you can choose your own alternative. With other companies you don't know until your delivery arrives, which may result in an unexpected extra trip to the shops. I only pay less than £10 per month for as many deliveries as I would like. The delivery drivers are nearly always polite and friendly. Very occasionally something arrives damaged, but I can either hand the damaged item to the driver and he will refund it, or I can report it and claim a refund (without having to return the damaged item) via the website. As a very busy person who works stupid long hours but also juggles a family, Ocado has made my life so much easier! No more weekly shops in supermarkets struggling with trolleys with wonky wheels!! I really can't fault Ocado, and have recommended you to many friends and family.”

Helpful Report

Posted 10 years ago

“Generally everything is very good. Our only frequent complaint is that items are damaged in the packing - several tins loaded on top of light read rolls and crushing them, for example, or vegetables squashed by other items.”

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Posted 10 years ago

“Definitely the best on line shopping supermarket .Delivery very good .Selection of products very good .Plus customer service very good .Ernest Hider.”

Helpful Report

Posted 10 years ago

“Good things: arrives in the time slot booked, produce fresh, eggs have not been crashed recently (big recent improvement) and generally damaged goods are much rarer (again - congratulations on achieving this) BUT the following should be addressed. The most irritating thing when Ocado arrives is that you can pretty much guarantee that salad will be crashed under bottles of wines ie fragile items will be under heavy ones. This is something that should be urgently improved - it is not just an isolated incident but a pretty consistent and highly frustrating pattern. Harsh chemicals should be separately bagged. I had drain cleaners packed together with vegetables when each bottle of milk was packed individually in a bag! Also, we order once a week and really do not appreciate it when evening meals (ie meats, ready meals, fish etc.) expire mid week. This is of course harder for you to improve / control but should be noted.”

Helpful Report

Posted 10 years ago

Hi Iwona, it's concerning to hear that the packing of your orders has been so bad with damaged items. We can assure you that we do have regular meetings with our suppliers and warehouse managers to prevent such damages occurring. Please do email us at ocado@ocado.com and we can get this passed on regarding your orders. Once again our apologies for any inconvenience caused and we do hope that you continue to enjoy shopping with us.

Posted 10 years ago

“I have shopped with Ocado for more than 10 years - the choice online is impressive: lots of well-known brands; the Waitrose products I love and a selection of great artisan brands such as Natoora and Daylesford Organic, with more brands being added all the time. Most importantly, Ocado is reliable and delivers exactly when it says it will. In 10 years, there have been just two problematic deliveries, one due to an electrical fault at the warehouse that was beyond Ocado's immediate control. On both occasions Ocado took steps to immediately remedy the situation. This is a company that values customer service, in my opinion, and takes notice of feedback in order to constantly improve. This helps to retain my loyalty. It's a great service.”

Helpful Report

Posted 10 years ago

“Generally excellent and drivers are always really helpful and polite. A few annoying little things though not least the way some products disappear without warning meaning you have to make special trips to the supermarket. The packing of glass items is sometimes an issue and there have been occasions of substituting a single item with a multipack of the same item. The bakery products also have much shorter dates than other supermarkets.”

Helpful Report

Posted 10 years ago

“The main problem with Ocado is how they pack the bags, the mix they put in each means that we often have squashed or leaking goods, and smashed fruit.”

Helpful Report

Posted 10 years ago

Goodness, we're sorry to hear this Irene. We are working very hard to improve our packing system and we really hope you see a positive improvement in this area soon. If you have any damaged items recently and would like to contact us further regarding this, please email ocado@ocado.com.

Posted 10 years ago

“I've shopped with Ocado for many years. I order a home delivery for my elderly father every other week. The service he receives is 1st class. The product range is extraordinary. Ocado really is an excellent company & I can't recommend it enough.”

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Posted 10 years ago

“You are the best, eight years on, I am a very satisfied customer, you've sent a truck out just for me in the snow after a house move before Christmas meant I had no delivery slot on 24th dec, you rarely mess up orders, refund process is excellent, the only gripe....when basics such as milk/ roast meat is not available, please put in a substitute, I have been caught a few times on a Saturday night with no milk/ Sunday roast!”

Helpful Report

Posted 10 years ago

“Ocado saves me and the children from the tedium of the weekly shop. The website is very easy to use, the drivers are always courteous, the reminders by email and text are fab... I totally recommend them.”

Helpful Report

Posted 10 years ago

Ocado is rated 4.0 based on 2,653 reviews