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

“Happy thanks for being there”

Helpful Report

Posted 10 years ago

“I recommend ocado all the time, they are so much better than other online grocers. Ease of delivery and excellent customer service makes them way ahead of the rest.”

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Posted 10 years ago

“I find Ocado very convenient and the website is very easy to navigate even thought there is such a variety of items. They always meet delivery times and almost never have substitutions or missing items - when they do it is usually because these were "flash sale" items. The offers on Ocado really help to save money. I have found their customer service staff very helpful and efficient on the very few occasions I have spoken to them. I welcome the opportunity to contribute to food banks and know that the recipients are getting good quality food at such a stressful time. Ocado is definitely my number one shop.”

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Posted 10 years ago

“Fantastic range of products at extremely competitive prices, delivered to your door for a tiny sum (the monthly pass ends up being the cheapest deal around if you are a weekly shopper, like me), with a fantastic range of slots always available, spot on time, and always, always by the nicest drivers/deliverers around. I have tried several other supermarket delivery services, more than once, and there is simply no contest in terms of range, price and service. How did we live before Ocado??”

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Posted 10 years ago

“my Ocado drivers are always courteous, on time and helpful. Thank you very much”

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Posted 10 years ago

“Love it. Excellent service, polite drivers, always on time.”

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Posted 10 years ago

“Delivery always on time - Delivery people always polite and helpful… The user interface to select shopping needs a little work. It used to be much better than the competition but now needs to improve to keep in line with customer demands (in my view). For example - if I regularly buy something and Ocado stops stocking it, I do not get told…”

Helpful Report

Posted 10 years ago

Hi Pauline, thank you for leaving a review about our service. We’re so pleased you’ve found your deliveries to be on time and your drivers are always helpful and polite. But we are sorry to hear you’ve found our user interface to not be as good as what it used to be, and that you’ve not always been told when an item is no longer being stocked. We would certainly like to pass feedback on for you. If you can email us at ocado@ocado.com with the subject containing your name and Reviews.co.uk, we’d be more than happy to see what we can do. We hope this helps Pauline, have a lovely day!

Posted 10 years ago

“The logistics are good Few substitutions........ well none really Drivers polite and on time Web site good”

Helpful Report

Posted 10 years ago

“As a household with two working parents, Ocado is invaluable. It allows me to ensure that we always have fresh, healthy food available in the house and the deliveries are at a time that suits us. The range is excellent and improving all the time. Thank you Ocado.”

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Posted 10 years ago

“Going the extra mile - literally. Our delivery was due and we'd forgotten and were in the garden. The driver buzzed at the gate, and none of us heard. Instead of driving away, the driver vaulted the gate and came to find us. Just one example of great customer service.”

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Posted 10 years ago

“Excellent service . On time deliveries . Many special offers. Professional and reliable always”

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Posted 10 years ago

“The delivery staff are always helpful, polite and courteous. This makes a real difference and promote loyalty. Never had a problem with the deliveries. Website sometimes slow and checkout laborious otherwise no compliants”

Helpful Report

Posted 10 years ago

We're so pleased to hear that you've always had great drivers on your deliveries & hope that we can continue to give you great service. Apologies that you've experienced some issues on the website before. We're always looking at ways to improve our services on the site so hopefully you'll see improvements in the future. Thanks for continuing to use Ocado.

Posted 10 years ago

“Very good service my reason for 4 stars is that on a couple of occasions my order was short 1 whole bag of frozen was missing on delivery yes I got a refund but had to do a twenty mile round trip to get the missing items . Also on three occasions I have ordered eggs and at least two in each pack have been broken had it not been for these gripes ocado would have had 5 stars”

Helpful Report

Posted 10 years ago

Hi Nicola, it's great to hear you like the service although it's disappointing to hear that you had so many frozen items missing, especially that you had to go so far out of your way to replace them. We can understand how this must have been extremely inconvenient and disappointing. We're also sorry to hear that you have had damaged eggs on so many occasions, we hope that you have contacted us regarding this and had a refund processed, if not please email us at ocado@ocado.com and we can look into this and get it reported to our Warehouse team. Once again our apologies for any inconvenience caused and we hope that you continue to enjoy shopping with us.

Posted 10 years ago

“I've shopped with Ocado for years. Service is excellent, food quality and longevity excellent. Delivery is a bit hit and miss lately - I no longer order for delivery on Fridays though as there's usually a problem.”

Helpful Report

Posted 10 years ago

Hi there Alexandra, thank you for taking the time to leave a review for us. We're so pleased that you think our service is excellent, as well as the quality of our products. But we are sorry to hear you've found delivery to be a bit hit and miss, which has caused you to no longer order on Fridays. We'd love to look into what these issues are so we can make sure they don't happen again for you Alexandra. If you could email us at ocado@ocado.com with your name, and Reviews.co.uk in the subject we'll be able to see what we can do for you. We look forward to hearing from you soon Alexandra, have a lovely day!

Posted 10 years ago

“Good range of products and delivery usually efficient. Always v polite drivers”

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Posted 10 years ago

“Great selection, good prices, fantastic service.”

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Posted 10 years ago

“I love Ocado! They have a huge range of products including a vast selection of whole foods and health foods. Good quality too. I now never go into a supermarket.”

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Posted 10 years ago

“I have been a loyal customer for 11 years, consistently good service and considering the amount of deliveries I have, there are few mistakes or hitches. When they do occur I find that matters are resolved quickly and to my satisfaction. I only buy Waitrose or other branded goods. I dislike ocado brands as without exception have found them to be very poor quality, poor shelf life or taste bad.”

Helpful Report

Posted 10 years ago

Hi Kate, thanks for taking time out of your day to leave some feedback for us. We're so happy we have been able to provide a consistent good service for you over the last 11 years, and we're pleased there have been few mistakes. We'd actually like to thank you for being so loyal to us, it's customers like you that makes everything we do worthwhile so thank you Kate! The only thing we're sorry to hear is we haven't been able to impress you with our own brand products. To hear that you've found our Ocado products to be poor quality, not have a good shelf life and tastes bad is certainly not what we expect from our products. We value all feedback so we'd love to get this passed on and looked into further for you Kate. If you could email us at ocado@ocado.com with your name and Reviews.co.uk in the subject, we'll be more than happy to investigate further for you. We look forward to hearing form you soon Kate and we hope that the next 11 years will be even better! Have a lovely day!

Posted 10 years ago

“Have stayed using Ocado other providers as substitution rate is low, refund is fast and never quibbled. Customer service is high over the phone and generally from delivery staff. Quality of produce is generally good and not the cheapest but okay value. Appreciate the promotional items that have been recently included in the shop - shows you care for existing not just new customers. Keep it up!”

Helpful Report

Posted 10 years ago

“Generally good. The negatives are the quality of the vegetables. They are often off, squashed. Or go off way before the date. Ocado are very good at giving a refund. Drivers are often late and a few times by over an hour. It's not their fault. I believe better scheduling could help. The limit on how much water I can buy is crazy. Not enough for a family of four - not happy with this.”

Helpful Report

Posted 10 years ago

Hi Caroline, many thanks for leaving a review for us. We’re pleased that you’ve found everything to be generally very good, but we’re so sorry that you’ve found a few negatives like poor quality vegetables, some late deliveries and the limit on how much water you can buy. It’s such a disappointment that some of your vegetables are often squashed or have gone off before the use by date. We take great pride in the quality of our products and choose our suppliers carefully, so we would love to pass this feedback on for you Caroline and look into how we can resolve this for you. We also feel sad that your drivers are often late, even a few times by an hour! We do understand things happen on the road, but we always do our best to make sure we get your shopping to you on time. This is something that we would also like to look into further for you Caroline. Regarding the limit we have on how much water you can purchase, this is due to the amount of space available in the van and health and safety for our drivers. But we’re always looking at how we can improve our service, so we’ll certainly pass your comments on for you. If you can email us at ocado@ocado.com with your name, and Reviews.co.uk in the subject, we’ll be able to look into these issues further for you. We look forward to hearing from you soon Caroline, we hope we can resolve these for you!

Posted 10 years ago

Ocado is rated 4.0 based on 2,653 reviews