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

“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.”

Helpful Report

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!”

Helpful Report

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.”

Helpful Report

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.”

Helpful Report

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.”

Helpful Report

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.”

Helpful Report

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 !!”

Helpful Report

Posted 10 years ago

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

Helpful Report

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.”

Helpful Report

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 !”

Helpful Report

Posted 10 years ago

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

Helpful Report

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.”

Helpful Report

Posted 10 years ago

“We have been customers for several years. The vans are rarely ever late. The order is most times complete. When items are substituted they select like for like and apply any discount from original item. Always friendly. Goods delivered in good order. The ordering system is absolutely fantastic - so easy to see and use previous orders and easy to add and delete items. Now with other sources such as Fetch and Sizzle - great the way they are added to the Ocado order delivery time. At Xmas, they always ensure that your Turkey is on the van! Have some great discounts, particularly on wine.”

Helpful Report

Posted 10 years ago

“The Ocado website is quick and easy to use. The produce is competitive to other supermarkets and also have a "price promise". Ocado always keeps me updated if any of my order is out of stock, they will give or send you options. There is a vast range of quality products, and, if there is ever a problem with an item it is refunded immediately. The delivery drivers are always cheerful helpful and on time! Unlike other services i have used they are the top of the game in Delivery Supermarket Shopping!”

Helpful Report

Posted 10 years ago

“A recent systems issue means that you have lost most of my saved shopping lists and these are irrecoverable. You should improve your backup systems so that similar lists are easily recoverable in the future.”

Helpful Report

Posted 10 years ago

Hi Emma, we're really sorry about the issues you experienced when our server crashed recently, we can completely understand how frustrating this must have been. Sadly this was a very unexpected technical error which we have not experienced before which did result in particular areas being compromised, such as the shopping lists on the website. We are so sorry that our IT team were not able to recover this data. We have of course learnt from this incident and hopefully you should not be affected by this again. We can assure you all of your comments have been passed on. Have a great day.

Posted 10 years ago

“Always packaged well and drivers polite and helpful. Experience of other online grocers always brings me back to Ocado.”

Helpful Report

Posted 10 years ago

“I love Ocado. From the ease of use of the app to the slickness of the website. I like that it remembers me and my preferences, it makes doing a quick shop so much easier. I have a smartpass which allows me to make an order EVERY DAY if I want it. * I get the quality of groceries that I expect, and if (V. occasionally) something isn't quite right, the team sort it out with approx 48 hrs. The delivery drivers are all polite, courteous and more importantly, on time! Oh and thanks for taking away my old carrier bags for recycling.”

Helpful Report

Posted 10 years ago

Ocado is rated 4.0 based on 2,653 reviews