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

“The driver never approached our door, never knocked, Ocado cancelled order and charged for perishable goods - all in the first 6 minutes of the delivery slot. Ocado refused to give a refund. Customers, beware, they don’t follow the delivery process they state on their website in the FAQ section. If the driver says there is no response at the door without approaching the door, they cancel the order, and you pay for the goods which go somewhere else.”

Helpful Report

Posted 5 years ago

“Regular weekly Ocado customer – NO MORE! I was a regular weekly Ocado customer before COVID-19, NEVER AGAIN! Yes, vulnerable people should get priority, but the way regular customers have been treated by Ocado is disgusting – they have literally turned their back on us! Why are regular customers just kicked off the site as soon as they login? Why is there no priority for regular customers who have not been able to shop for weeks on end now? Surely the longer a regular customer has been waiting for a delivery slot the more they should be placed up the priority list! Fortunately, other supermarkets are different.”

Helpful Report

Posted 5 years ago

“Regular weekly Ocado customer – NO MORE! I was a regular weekly Ocado customer before COVID-19, NEVER AGAIN! Yes, vulnerable people should get priority, but the way regular customers have been treated by Ocado is disgusting – they have literally turned their back on us! Why are regular customers just kicked off the site as soon as they login? Why is there no priority for regular customers who have not been able to shop for weeks on end now? Surely the longer a regular customer has been waiting for a delivery slot the more they should be placed up the priority list! Fortunately, other supermarkets are different.”

Helpful Report

Posted 5 years ago

“Regular weekly Ocado customer – NO MORE! I was a regular weekly Ocado customer before COVID-19, NEVER AGAIN! Yes, vulnerable people should get priority, but the way regular customers have been treated by Ocado is disgusting – they have literally turned their back on us! Why are regular customers just kicked off the site as soon as they login? Why is there no priority for regular customers who have not been able to shop for weeks on end now? Surely the longer a regular customer has been waiting for a delivery slot the more they should be placed up the priority list! Fortunately, other supermarkets are different.”

Helpful Report

Posted 5 years ago

“Shocking mixed messages and broken promises. New slots promised for 6pm daily, often to vaporise by 5.30. Forced to queue only to be locked out. Even locked out after getting on, securing a slot and starting to shop. Emails from vulnerable customers met with standard platitudes. The fact that the management are taking such huge bonuses while their customers are suffering such degradation is nothing short of scandalous.”

Helpful Report

Posted 5 years ago

“I’m a long term anytime delivery smart pass customer and have paid my sub for years. I haven’t been able to get a delivery for nearly four weeks now. Like a lot of people I got an email three weeks ago saying I’d be put in a group and allowed access to the site, limited to one order every seven days. I have never received an email, I’ve been bounced off the site because I’m not a priority customer. I got on for the first time tonight only to find there were absolutely no delivery slots. There’s no way I can get a delivery and I’m totally mystified by the 5 star reviews some people are giving here. Why do some people get deliveries and a lot of us get none? The person on this forum who accused customers of causing the problem by hoarding ought to be ashamed. I’m a single elderly person with no car who does not hoard food, I don’t want to visit supermarkets and I’m managing by the kindness of others and finding local businesses who will deliver a veg box. Today Ocado kindly took their monthly payment despite the fact that they haven’t been able to offer me a single opportunity to order a delivery this month. I’m absolutely appalled and I will not be using Ocado ever again.”

Helpful Report

Posted 5 years ago

“I have been a loyal customer for many years and recommended ocado to countless people but they have failed miserably during this pandemic! I am on the government extremely vunerable list and have emailed them with the letter and asked them to allow me access with to the site to no avail. 3 weeks and countless emails (via contact form as emails now shut down) I get the response 'we can confirm you are on the government shield list but do not count you as a regular customer' ?!.. I can only assume this is because I do not have a smart pass as I have shopped weekly with them for years!! Every email sent takes days to be responded to and previous emails are not read. Almost every response has been vague and generic. Absolute shocking service. We are having to rely on government food parcels (although we are financially able to purchase food) as we have no family near and are not signed up with any other supermarkets. Appalling service in this time of crisis.”

Helpful Report

Posted 5 years ago

“I have been a loyal Ocado customer for over two years. That loyalty was treated with contempt initially during the Covid-19 crisis, with absolutely minimal access to website and zero access to delivery slots. Only recently did Ocado wake up to the fact that if they were to have any shred of credibility after this crisis is over then they have to look after their loyal customer base. My loyalty was eventually 'rewarded' with better access to the website and delivery slots. HOWEVER, the average price of my weekly shop has now shot up dramatically - due to the almost complete absence of any offers or discounts. Now that is complete and blatant profiteering in a time of crisis. Also, I have just taken delivery of this week's shopping, which I already knew had an alarming number of substitutions and missing items. Very nice lady delivery driver, but she was gone in a flash, before I had any time to check anything - not necessarily a criticism in the current circumstances. But the real problem was that I then discovered a huge number of items, which I had been charged for, were completely missing. The point of online shopping now completely undermined, as I will now have to buy the items in person and risk exposure to the virus. I have been most disappointed by Ocado's performance and complete disregard for their customers since coronavirus took hold. Yes, we can understand the huge pressure that has been placed on the system, but come on, Ocado's apparently state of the art systems should have been able to fare a lot better than they have. Plus, there is no excuse whatsoever to shamelessly profit from the crisis. I am only persisting with Ocado as it is the only way at the moment I have any chance of getting any home deliveries. But once this crisis is over I will NOT be remaining an Ocado customer and I very much suspect that others will also be leaving in droves, judging by the vast number of negative reviews. Senior management and shareholders need to be seriously worried. Your once loyal customers will not forget.”

Helpful Report

Posted 5 years ago

“A once loyal customer who has been subject to mistreatment from a company who lacks honesty and extorts money.”

Helpful Report

Posted 5 years ago

“A once loyal customer who has been mistreated by a cunning and underhand company who extort money. Shame on Ocado.”

Helpful Report

Posted 5 years ago

“Absolutely disgusting and a disgrace”

Helpful Report

Posted 5 years ago

“Ocado are showing a complete lack of management... their drivers are really nice but that is the only positive to be taken from the last month; their systems, their decision making, their service ethos, their pricing are all substandard. Frankly, as a company, they deserve to go under - this should have been the time when they made their name in a positive way - instead they are managing to kill their future.”

Helpful Report

Posted 5 years ago

“Disgraceful lack of service. Nice to see the odd staff member of ‘plant’ have giving 5* reviews. Ocado only have to worry about online deliveries and have failed at every juncture; overwhelmed, closed site, huge queues, lack of slots. Then there is the blatant profiteering, no free Wed slots, no cheaper evening slots and the offers have dwindled to almost non-existent. Fortunately they can now hide behind the facade of caring for the most vulnerable, utter tosh. In my experience most elderly struggle with IT and the very ill have always depended on their support network (who are now cut out). I know registered people who have tried to use Ocado and cannot access the site. I have closed my Ocado account, I am sure that the romance with their new customer base will treated with the level of loyalty shown by Ocado once Tesco, Aldi etc reopen as normal..”

Helpful Report

Posted 5 years ago

“Once any kind of pressure is put on it it completely fails... so, first a virtual queue with hours waiting, then the whole site taken down (and this is for the only online groceries, others needed to deal with both online and offline pressure and they didn't flounder as much, oh but somehow Tim Steiner needs to be paid extra? Shame) - and now no bottled water... they'd rather not sell items due to high demand rather than increasing capacity. It's ridiculous, no other shop is doing this, and they keep selling coke? So now they want everyone to destroy their teeth? What kind of idiotic incentive is this? In addition to which I read that covid may possibly infect water pipes, so coercing more people to drink from the tap can potentially increase infections, so more deaths and more demand and then what, are they going to remove food next?”

Helpful Report

Posted 5 years ago

“I used to sing the praises of Ocado but I never will again. I am a loyal reserved smart pass customer but this has counted for nothing since the Covid-19 crisis. I can access the site now but there are never any available delivery slots. I have no idea how I am going to manage to get groceries now.”

Helpful Report

Posted 5 years ago

“They were good but now awful. I had a delivery booked 2 weeks before and couldn't edit it at all . I have had a 12 week lockdown letter and had no reply to my email which they said they would reply to in 72 hours.I have tried to continuously log in. Now their website isn't working at all and says access denied.”

Helpful Report

Posted 5 years ago

“Kept changing the online system many times to finally come up with a a ridiculous system where you have to check the website constantly 24/7 in the hope to get a slot. Which idiot came up with that scheme. Promised a priority queue for smart pass, never worked, or maybe they changed it already and replaced it with yet another scheme. Who knows.”

Helpful Report

Posted 5 years ago

“When this nightmare is over Marks & Spencer will be delivering, so having been happy and spending thousands of pounds you should know this is not good business practice, dumping long standing customers, dare say I say it customers with very large disposable incomes. Universal Credit Customers are your next market.”

Helpful Report

Posted 5 years ago

“Having a smart pass seems to be the problem, apparently if you don’t have one then it opens up to delivery slots, All the loyal long term customers with a smart pass are at this time disposable, a previous reviewer had her’s cancelled, but still managed to get on Ocado site and without a current smart pass it offered her delivery slots at her leisure, OCADO ARE A DISGRACE.”

Helpful Report

Posted 5 years ago

“I have been a smart pass holder for many years and have always been happy with their service. Since the Covid19 crisis this has changed. I am over 70 and a Cancer patient, also one of the 1.5 million the Government consider at extreme risk. I have been unable to get a delivery slot for several weeks now and despite trying to contact Ocado by email have got absolutely Nowhere! They don’t respond to emails their chat line is down, and their call centre do not answer. Despite paying for a smart pass I now have to pay Sainsbury’s for delivery. If Sainsbury’s can manage to operate under these condition why can’t Ocado!”

Helpful Report

Posted 5 years ago

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

Ocado Reviews