Ocado Reviews

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

4.0 Rating 2,658 Reviews

77 %

of reviewers recommend Ocado

Company Reviews

Questions

Metrics

4.0

Based on 2,658 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

“Almost all great delivery people. When there is a problem with an item it is always refunded, no problem.”

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Posted 10 years ago

“I love Ocado..Reliable quality products delivered to my door.”

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Posted 10 years ago

“I love Ocado! Have been a customer for many years, and so glad to find that they delivered to Derby, when I moved here from London 4 years ago. ???? ( especially as the nearest Waitrose is over 10 miles away). Excellent customer service, drivers always deliver within allocated time slot and on the very rare occasion that they are running late will always contact you. Love the products, especially the 'essential' range which is great value for money, and the bundle offers. Only area that needs to improve is the packing - a bit inconsistent, items are sometimes damaged or badly packed, but always refunded if there is a problem.”

Helpful Report

Posted 10 years ago

Hi Susan, we're very pleased you're loving the service and that you're still shopping with us after your move from London. It makes us very happy to hear that we help make life that little bit easier and saving you from a trip to a bust supermarket miles away! We are very sorry to hear that you've received your shopping in a poor condition. We are working hard to improve this area of our service so it is sad that you are still receiving your shopping packed in this way. We take all feedback we receive very seriously and have monthly meeting held with the warehouse teams and managers of the Customer Service team to pass on customer's feedback and to create improvements to resolve the issues advised by customers. We are working very hard behind the scenes to improve on this area and we really hope you see a great change soon. Please do contact us if ever you would like to pass on feedback or request a refund as this is how we grow and improve as a company!

Posted 10 years ago

“I have been a regular Ocado customer for a few years. Ocado is great! Reliable, trust worthy and value their customers. I trust that they will deliver what I order, and deliver it at the right time and in good condition. I would give five stars if the prices were slightly lower.”

Helpful Report

Posted 10 years ago

Hi there Cathy, we're very pleased to hear that you are happy with the service you receive from us. We are very pleased to hear that you think we are great and reliable. We work very hard to help make our customer's lives easier and so it puts a smile on our faces knowing you are so happy with the service we provide. We are sorry to hear that you're not happy with the prices of our products. We are very competitive with our pricing and try to give our customers the best deals as possible. We do have a Low Price Promise scheme which matches your shop with Tesco and if your order at Ocado comes to more than it would at Tesco online, you will issue you a voucher plus 1p. We also offer 10% discount on various big brand names if you sign up to a Smart Pass with us. We will of course pass on your comments regarding this and hope you find some great bargains!

Posted 10 years ago

“Reliable service with communication though if the delivery may be late ,or early! Easy to use website (I do it all on the mobile app). Refunds processed promptly and fairly , a system working on trust can be open to abuse - this hasn't led to suspicion from the refund team thankfully. Polite and amiable drivers who are helpful but not too over friendly . Price match seems fair, but there's no reward scheme-loyalty isn't appreciated obviously... Overall I'm pleased and will use as long as the device stays this good.”

Helpful Report

Posted 10 years ago

Hi Elizabeth, It's great to hear that you are enjoying the service, and that your drivers are always polite and friendly. However, we're sorry to hear that you feel loyalty isn't appreciated, as we can assure you that we do. If you have the marketing box ticked in your account settings, our marketing team do regularly send some great vouchers via email. We also have some great giveaways & bundles on our Facebook &Twitter pages too. We hope that this helps and that you can take advantage of some great offers soon.

Posted 10 years ago

“Excellent service. Easy to use website. I have used Ocado for years and they have never let me down. Lovely groceries too and brands price matched to Tesco.”

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Posted 10 years ago

“I use Ocado weekly, I am overall very pleased with the service and find them much better than the others stores that offer home delivery. I especially like that I have a smart pass at £10 per month and for that I can have as many deliveries per month as I need. The only issue is that I don't like when they pack raw meat such as chicken in the same bags as salad or fruit. I have asked them a number of times to pack meat separately but they still do it. As a consequence I have stopped buying uncooked chicken from them. They say that they have tested the packaging and it is safe but I've had items that are packed in the same bag pierce through the chicken wrappers and I've had blood all over the other items. I had to throw away the entire contents. I did get a full refund but This is totally unacceptable. Despite this I still like Ocado and will continue to use them.”

Helpful Report

Posted 10 years ago

Hi Laura, It's great to hear from a regular customer and we're glad that you like our Smart Pass service. We're really sorry to hear that you had some meat packaging open and leaking on other items, and we can understand how this must have been very disappointing and inconvenient. We'll be sure to pass on your comments regarding our current meat packing process. Once again our sincere apologies for any inconvenience caused and we hope that you continue to enjoy using us.

Posted 10 years ago

“I would be lost without Ocado now! The convenient delivery slots and app allow me to order for delivery when it suits me and adjust my order easily. The product range is great too and there's always lots of offers!”

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Posted 10 years ago

“Whilst generally very pleased with the quality and punctuality of the service there is one area that frequently gives rise to frustration and concern. This is the quality of the packing of the goods. Heavy items are regularly packed with and on top, of softer, squashable smaller items. Household chemicals and cleaners are regularly packed with perishable food items, and fragile items are often inappropriately packed: for example cakes etc. are packed so they can invert thus spoiling cream toppings. I don't know whether these issues arise at the depot or because drivers rearrange the packing to reduce work with fewer bags and boxes to bring to the door. Several drivers do not make use of their red boxes and so I assume have repacked the goods into a smaller number of bags to ease carriage. I hope this is helpful and that this part, or an otherwise very good service, can be addressed.”

Helpful Report

Posted 10 years ago

Hi Michael, It's really disappointing to hear about the quality of the packing for your orders, especially that there have been cleaning products packed in with your other items. If you haven't already contacted us regarding the packing of your orders, please do email us at ocado@ocado.com, we can then look into this and pass on the details back to our Warehouse team. They can then identify who has been packing your orders and give them retraining where necessary. Once again our sincere apologies for any inconvenience caused and we hope that you continue to enjoy shopping with us.

Posted 10 years ago

“I've been using Ocado for over 10 years & can honestly say it's the best grocery delivery company, I'd previously tried 4 others. I never plan to visit another supermarket & can't imagine life without Ocado. Their website & app is far superior to any other & the receipt in use by date order is fantastic.”

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Posted 10 years ago

“unlike others I have used, Ocado does what it says on the tin. They deliver on time, they rarely need to make substitutions, but if they do they tell me in advance. The delivery drivers are exceptionally polite and helpful. The range of goods and food on offer has grown considerably, but it's still easy to find what you want.”

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Posted 10 years ago

“Usually fantastic customer service, excellent comms re: unavailable items, great offers, super friendly and helpful delivery driver and a wide selection of products.”

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Posted 10 years ago

“I really love Ocado, their service is a life saver to me, they do the shop for me ( I edit it!) and then deliver at a time that is convenient to me - there is a huge choice of delivery slots. With smart pass I pay £110 per year and can then have as many free deliveries as I want (max 1 per day, min value £40) . I regularly get 2 deliveries per week which means I never have to go to the supermarket. As well as food there is also a huge range of stationery, flowers and John Lewis Home goods etc.”

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Posted 10 years ago

“Excellent website . Could not live without it . Fantastic and reliable service . Good choice of products and you usually have good sell by dates . I would love to be able to buy Waitrose fresh bread from ocado . I am less interested in the ocado brand of food as I don't have any information as to where you source it from but in order to get Waitrose food and other brands I would only use ocado . Whenever there has been a problem you have sorted it without any fuss . Top rate customer service .”

Helpful Report

Posted 10 years ago

Hi Jeannetta, We're glad to hear that you love the website! With regards to your query about buying fresh Waitrose bread from us, we do have our 'Request a product' button at the bottom of every page on the website. If you click this and enter what you want, it will go through to our Trading team to consider stocking this for you. We hope this helps and we'll keep our fingers crossed you can order some fresh Waitrose bread soon.

Posted 10 years ago

“So much gorgeous food to choose from. I alway indulge myself too much but that is a good thing !!”

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Posted 10 years ago

“Excellent service with great product range, fair prices and flexible delivery options. Highly recommended!”

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Posted 10 years ago

“I wouldn't shop anywhere else! Excellent quality, reliable delivery, friendly and helpful delivery drivers. The website is easy to use, the range available is first class and the monthly pass makes delivery very affordable. Personally, I can't speak highly enough of Ocado and would unreservedly recommend them.”

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Posted 10 years ago

“My favourite online supermarket by far. It always has the more unusual items I'm looking for as well as good quality basics. The customer service is second to none. I actually look forward to doing my weekly shop !”

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Posted 10 years ago

“Great service, good quality food, courteous and prompt delivery and a wide selection of products”

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Posted 10 years ago

“I cannot fathom why people would want to trouble themselves going to supermarkets. My chums tell me they want to see the selections - well there are plenty of pictures to see !! After all one does not have to spend time going to a supermarket - you just sit at your computer and like a fairy tale the goods arrive at your door delivered usually by a smashing helpful driver. The delivery is a one hour slot. I have been with Ocado since it started years ago and the experience is for the most part very good. The products are many and various and they introduce new things; there are reviews from customers which I use and have given some too. Another and important thing for me is that I can do my shopping when it pleases me (in the middle of the night when I can't sleep if I want to) . I do not have to spend time on the road, carry heavy shopping or put up with the clamour in the shops.”

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Posted 10 years ago

Ocado is rated 4.0 based on 2,658 reviews