Ocado Reviews

Name: Ocado
Address: 3 Bishop Square, Hatfield
Rating: 4.07

4.1 Rating 2,607 Reviews

78 %

of reviewers recommend Ocado

Company Reviews

Questions

Metrics

4.1

Based on 2,607 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 22nd December 2023

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

“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.”

Helpful Report

Posted 3 years ago

“Had a really horrible experience with… Had a really horrible experience with my last delivery from a retailer that’s supposed to have good customer service. I didn’t hear the knock on the door from the driver. The guy then called me supposedly 8mn later without leaving a message... then I received an email saying my order was cancelled 3mn later!! But of course I have to pay for all the fresh items that would be wasted... and I had over £20 of them! Called the customer service asking why the driver didn’t leave a message and explaining everything but I was told he followed the process! I don’t even know if he knock on my door. How was I supposed to know it was the driver calling? I felt like I was accused of not being there and not opening the door, why would I waste my money like that?? They keep contradicting all the facts I gave...AWEFUL customer service!! If you are thinking to join for quality, go somewhere else”

Helpful Report

Posted 3 years ago

“Hi, According to you, your driver delivered the order 3131915096 on the 7th September. Also, your driver declared that "he/she attempted" to delivery the order several times without success. As result, you charged me for an order I have never received and also for "perishable items" for a total of £164.67. After several emails and a phone calls where I have been told that you would have investigated about the issue, I haven't received any response yet. That is absolutely unacceptable. Now I have no chance than contacting the local Trading Standards Officers and my bank to report the issue and ask for an action against you. Giuseppe Frigeri”

Helpful Report

Posted 3 years ago

“I am FURIOUS with your driver who delivered and left the shopping on my disabled sister’s doorstep today (Sunday 27/9/20). He wasn’t t wearing a mask or gloves.. TRACY had to place the bags one at a time on her lap and wheel them up the hall into the kitchen - using her mouth to stop the bags from toppling off her lap and on to the floor! TRACY has been shopping with Ocadia for years; she is in a wheelchair because she cannot walk! She has MS and cannot leave the house without assistance.”

Helpful Report

Posted 3 years ago

“It can be a nightmare actually placing an order when trying to check out. Having reserved a delivery slot and selected items for delivery the checkout process highlights unavailable items and suggests alternatives. So you select an alternative and return to checkout only to find that the suggested alternative is also unavailable and what’s more the delivery slot has gone. This is a vicious circle of never ending unavailable substitutions and lost delivery spots! Giving up and going elsewhere!”

Helpful Report

Posted 3 years ago

“You go to order your shopping confident you’ve got a reserve slot with Ocado but hey presto they’ve given it to someone else again. And there aren’t any more slots available that’s the way to treat longstanding customers. What a joke and not a very funny one. They deserve to fail once Covid is over”

Helpful Report

Posted 3 years ago

“Ocado have always been excellent but since teaming up with m&s I will sadly have to go to Waitrose.com. The products just don’t measure up and Are trying to replicate Waitrose products but failing. Finding it difficult to shop with Ocado now”

Helpful Report

Posted 3 years ago

“Iv been shopping with them for years tonight shop is the first proper shop with m/s food already half of it they don’t have 😳 may need to change to Waitrose only if this keeps happening”

Helpful Report

Posted 3 years ago

“I wanted to place my first order on Okado - because I need to self isolate myself for 2 weeks, and can't go to the supermarket. First of all the site came back with errors when I tried to put my address, contacted support - and they sorted this after 30 min. After I spent 30 minutes adding things in my basket and comparing different options, I check out only to see there are no deliveries slots available in August or September, I called support again -they said the first slot available was after 1 week, at 9 pm. so frustrating - they could at least do a sign to warn the customer before trying to place the order. what a waste of time”

Helpful Report

Posted 3 years ago

“I have been a long time user of Ocado (started in the first 6 months of their launch) have always been a happy customer. I’m already seeing a massive impact from the move from waitrose delivered (of which there are none near by) food to M&S (of which there’s already 2 food halls nearby). Stocks have been depleted for a while, and it looks like 70% of my standard weekly favourite items are now no longer available, it’s going to be a really painful transition. When were loyal customers ever consulted on the change? Who does it really benefit? If prices don’t come down inline with the lower standard of readily available product, then I’ll be looking to move to waitrose direct”

Helpful Report

Posted 3 years ago

“Our first delivery was ok for food packing and availability but the delivery guy was rude and unpleasant, he almost threw the food at us!! We will try again and hope for a better experience. We live near York, I will make sure I get a name next time.”

Helpful Report

Posted 3 years ago

“Awful,awful customer service. Computer says no script used by every person you speak to .. Been a customer for over ten years and this company is rapidly going downhill.. Heading to waitrose. Ocado don't reward loyalty at all.”

Helpful Report

Posted 3 years ago

“Not possible to give zero stars. Changed delivery address to a different area. Change did not happen and food delivered to previous address. We had to pay for the perishable food. This was after speaking and confirming the change was made.”

Helpful Report

Posted 3 years ago

“I definitely don’t recommend to place an order with Ocado. Couple of days ago, I did the order for £60 and it happened to not be delivered at all! I have been on the line with the service stuff for about 30mins explaining this situation and the guy said the driver has called me just before the delivery time to double check the address (?!), which was eventually changed by myself. I haven’t received any call that time and I haven’t spoken to driver ever!! After this investigation, the service refused to make a refund/make a new order without paying the second time, as apparently I already received my order. Basically it’s my word against the driver word... Shame!! Won’t order anything from them ever again.”

Helpful Report

Posted 3 years ago

“Summary: Go elsewhere. Laughable customer service, frequent missing items, terrible substitutions, damaged items and you'll end up swimming in plastic bags. Only advantages are: lots of unique, great products and app/site is better than the rest (but still sucks). Constant missing items, sometimes I get a notification prior to delivery, sometimes items just don't arrive. When items are delivered, they're substituted with terrible replacements. I now have "Ocado anxiety" where I have to check if every item has been delivered, and I've never had a missing item with any other delivery service (e.g. Sainsbury's, Amazon Prime Now, etc.) Last delivery had 5 missing items, some of which I had to get from another delivery service as we needed them quickly and I can't easily get to the supermarket (worth noting I could select a slot for the next morning, with free delivery with the other service). When it arrived, the frozen food was defrosted. Whilst it was refunded, they refused to actually acknowledge the issue, responding with "we can confirm that Ocado has procedures in place to ensure compliance with the requirements of the Food Hygiene Regulations". 🤦 We've had numerous examples of damaged good resulting from poor packing too. My favourite example was rice and bread rolls in one bag, not only was the bread flat but somehow the rice packet was open and was leaking everywhere. It's really not worth contacting support either, you'd be better off talking to a brick wall. On twitter they try to move conversations into DM to make it look to others that they're doing something. When you start talking to them in in DM they either fob you off with a bad apology or just give your £5 (which doesn't really achieve anything). The only advantages of using Ocado are: - the products: lots of unique, great products - the app + website are better than competitors, but could still be a lot better Last issue: plastic bags. I don't need or want plastic bags, please stop sending pointless pieces of plastic. So many others provide bagless delivery options or paper bags.”

Helpful Report

Posted 3 years ago

“My first order with Ocado and very impressed, the driver Michael with the cabbage van was excellent and the delivery was early, but perfectly timed.”

Helpful Report

Posted 3 years ago

“OCADO you are a superb company!! Thank you so much for my delivery today on the hottest day of the year I am truly grateful. My delivery drive Robert in raspberry Van was an exceptionally kind, polite, and helpful young man. An asset to Ocado!. Ocado are working extremely hard during these difficult times of the pandemic, and at the same time they have the mammoth task of changing over from Waitroise to M&S. Yes there maybe some hick ups, delays and some substitutes often due to being let down by suppliers. I'd like to thank all the hardworking, office staff, warehouse workers and delivery drivers who are selfless and brave in trying to feed us all. Yes there maybe some problems but I have always found them willing to listen to you and try to resolve any problems if you treat them with value and respect. Let's all be patient, mindful, and grateful to all they are doing, I know I am!. Ocado your my hero's and I I'm sure thousands feel the same. Keep up your good works!.”

Helpful Report

Posted 3 years ago

“First order and delivery driver was very helpful but had to have a refund for lettuce that included a live beetle . Also customer service could have been better when I reported my florentine slices with grey hairy mould all over them ! Delivery charge of £6-99 on £100 is over the top Won’t return.”

Helpful Report

Posted 3 years ago

“Actually 0 stars, don't use! Latest in the a long list of problems, the driver got lost on a farm track when he should have been delivering to a high street on a main A road. Didn't call during the slot time and then refused to deliver despite being only 20 minutes away. Slots are hard to come by, whilst expensive goods often squashed or in poor quality. Clearly drivers aren't competent to follow instructions or read signs. Last straw, will be using Waitrose from now on. Customer service are insincere and self-serving. Their token gestures are laughable. Avoid at all costs.”

Helpful Report

Posted 3 years ago

“Customer of over 10 years. Impossible to get a slot during the pandemic (queued multiple times of over an hour only to be told no slots on multiple occasions) and now your flooding me with emails to come back. No thanks lol! Wont forget how you treated loyal customers during the pandemic whilst you accepted 1000s of new registrations and will never return to use yours services again.”

Helpful Report

Posted 3 years ago

Ocado is rated 4.1 based on 2,607 reviews