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

Filter: Rated 4 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Fruit and veg not as good as Waitrose,”

Helpful Report

Posted 8 years ago

“Very good range of food and wine especially the Organic choices. I only eat Organic food”

Helpful Report

Posted 8 years ago

“They nearly always deliver on time and with accuracy.”

Helpful Report

Posted 8 years ago

“Hi, generally a good service, which is why we've stuck with Ocado for some years. Things that are annoying: Drivers persistently trying to deliver early. I have a wife with a physical disability and I only want deliveries when I am at home. Some of the drivers are quite persistent in there attempts to deliver early. I have also complained repeatedly about over filled bags, but to no avail. This usually milk and juice being crammed into the same bag, some time 10 litres of fluid in one bag and the handles just break. Sometimes things like yoghurts are placed in bags with heavy liquids too, which usually means they get crushed. A couple of Ocado Reserved desirables: The ability to have more than one regular order per week. The ability to specify a shopping list of items to be delivered. I delete the automatic one every week and add my own.”

Helpful Report

Posted 8 years ago

Hi Nicholas, it's great to hear that you like using the service for so many years as it makes what we do that more enjoyable. We're very sorry to hear that your drivers are attempting to deliver to you early. They are trained to call to see if you would like your shopping earlier, but you are of course you're entitled to let them know that you would like it delivered within your slot. Have you thought about having some delivery instructions asking for the order to be delivered within your chosen slot as all drivers do have access to this. It also worrying to hear that you've been receiving bags which have been over packed with heavy items all in one especially litres of juice & water together, this should never be the case. We'd like to get this reported back to our Warehouse team if you could email us on ocado@ocado.com with www.reviews.co.uk in the subject line. We look forward to hearing from you very soon.

Posted 8 years ago

“Great service, super products. Just 2 negatives that prevent 5* review - raw meat packed with rest of food stuffs and instead of automatically giving money off for the Tesco price match they send piddly vouchers!”

Helpful Report

Posted 8 years ago

Hi Suzanne, it's great to hear that you like the service, although we're sorry to hear that you're not happy with our current meat packing process. We have investigated the heat-sealing process for raw meat and fish products, and have found that it has been extensively developed, improving the safety and resilience of the packaging. We are now confident that it provides an acceptable barrier from other foodstuffs, and therefore we can safely pack these products within the same carrier bag as ready-to-eat products. Should the packaging of any product be punctured or compromised in any way, please contact us so we can investigate the issue. We're also sorry to hear that you're not happy with the way our Low Price Promise system works, and we'll be sure to pass on your feedback regarding this.Our apologies again for any inconvenience caused, and we do hope that you continue to enjoy shopping with us.

Posted 8 years ago

“I have been shopping with Ocado for a long time, and really like most aspects of their service. I like that they deliver from their own warehouse, rather than shops, but do think that their range of products is getting more restricted. When they were linked with Waitrose I could usually get everything I wanted, but now I have started to use Waitrose themselves if I am having a party as they have a better range of products. I have started to consider whether I will renew my Ocado smart pass next year as the gap between Ocado's excellence and the rest of the pack is closing.”

Helpful Report

Posted 8 years ago

Hi Christine, thanks for leaving a review. We're sorry to hear that you've not been able to find the products you're looking for with us, just so you know, Waitrose are still one of our main suppliers. If there were any particular products you were looking for, you can always request these at the bottom of the page, using the Product Request link. Our Trading team regularly review these requests and work hard to bring in popular products we don't currently stock. We really hope we don't lose you as a loyal customer because of a few items we could hopefully get in. If you wanted to discuss this with us anymore please do get in touch with us at ocado@ocado.com, just pop Reviews.co.uk in the subject :)

Posted 8 years ago

“A good service. Reasonable price range. Drivers are best part of the service. Choice used to be better. A lot of waitrose products have disappeared or always out of stock. Especially fresh meat and fish.”

Helpful Report

Posted 8 years ago

Hey Barbara, we're pleased to hear that you are enjoying the service and we hope that you continue to do so. It saddens us to hear that you have been unhappy with some of the Waitrose products disappearing and for this we're very sorry. If there were any particular items that you wanted we'd be happy to take a further look just email us the details on ocado@ocado.com with www.reviews.co.uk in the subject line.

Posted 8 years ago

“Good, really good. Very reliable in principle. And fantastic choice of products. Portion sizing could be better synchronised. Website and ordering process are easy to handle and distinctly more convenient than others. Would not know what to do without! The only annoying thing is that good products "disappear" from time to time without any indication of reasons and new products (based on product request) are not added and you never hear about what happened to your request again. There is room for improvement, I guess, as everywhere...”

Helpful Report

Posted 8 years ago

Hi there Heike, thanks for leaving a review. We're glad to hear the majority of your experience with us has been so positive. We're very sorry to hear that some of your favourite products have gone missing and that you've not heard anything about the products you requested. We'd can pass on your suggestion for better feedback regarding this. We'd be happy to look into individual products further for you if you remembered which products they were. If you can email us at ocado@ocado.com, with the subject of Reviews.co.uk, we'll do our best to help.

Posted 8 years ago

“Used to be great, but recently have had a lot of goods that are too close to their sell by date and fruit that is overripe. But good selection of items, can normally get the slot you want and most of the drivers are polite and courteous.”

Helpful Report

Posted 8 years ago

Hi Sarah, we're really sorry to hear that the standards have been slipping with your deliveries, this is not acceptable and something we'd be very keen to arrest. We'd really like to help out if we can, could you please email us at ocado@ocado.com, with the subject of Reviews.co.uk?

Posted 8 years ago

“Reliable deliveries. Stock levels shown while shopping at the site so rarely is an item not delivered. Easy to find products so no more searching at a supermarket. I use the service every week now and have done for the last 10 years.”

Helpful Report

Posted 8 years ago

“There is no doubt that Ocado is the best online grocery delivery service anywhere. We don't really need Which magazine to tell us this, but it does, and it is true. Because it is based on two warehouses rather than what happens to be available currently in some local store, there are rarely and substitutions on omissions. After all, there are over 45, 000 items to choose from. The website is attractive, non-bullying and very user-friendly. There are plenty of time slots available. The deliverymen are unfailingly helpful and polite, and they arrive at the stated time. If somethjing is wrong with a delivered product, some rotten tomatoes (very rare) or broken eggs, say, customers just go online and a refund is made without question. My biggest disapointment with Ocado is that they have fallen hook, line and sinker fror the propaganda of the Soil Association which exists to promote old-style, labour-intensive, hat-doffing, squirearchy farming. As someone concerned with better nutrition and the overall health of the population, by the promotion of healthy eating and a balanced diet, I KNOW 'organic' food is not 'better for you'. Also, to be deeply criticised is Ocado's naive promotion of 'superfoods' ... more nonsense... and the stupid idea that 'gluten free' or 'dairy free' foods, or assorted types of other food faddiness... is better everyone. (I do applaud their gluten free provision for people with coeliac disease and similarly special foods for those with genuinely diagnosed food intolerances. Though I believe people should be free to buy what they like, Ocado has a responsibility not to promote false ideas in such an important area. ). Good for everybody? No! That is foolish, and sometimes dangerous, nonsense... Colleagues are finding youngsters sick from being put on ignorant 'exclusion', diets and the espousal of that newest horror... the 'clean food' movement. I would like Ocado to concentrate on the eating quality of food, and the superiority of the ingredients which are used to produce food, rather than the ideology of food... eg 'organic', 'made on a farm in Wales', 'made in small batches to Grannie's old recipe', 'with added oompaloompa... or some other fashionable ingredient wrongly said to promote health' etc. A bit of intelligent input from senior directors could sort this tripey kind of promotion out, and so get rid of the idea that Ocado is mainly for those with more money than sense (otherwise known as the rich and thick, or 'Tim, Tim, nice but dim'.) Please don't merely look at the first paragraph of this review, but really take on board the other two.”

Helpful Report

Posted 8 years ago

Hi Anne, thanks for leaving such a great review, we're pleased you're enjoying the service for the most part. Of course we're very concerned to hear of your worries regarding our marketing campaigns, we'd be very interested in discussing this with you in further detail. Could we please ask you to email us at ocado@ocado.com, and include Reviews.co.uk in the subject?

Posted 8 years ago

“I have been a customer of Ocado since 2006. The goods have expanded in variety and I am happy with their quality. However, I have grown increasingly disappointed with the deterioration in the service - especially of packing. For example, some of my goods are getting squashed underneath heavy packs of water; other items have burst open during the transit and spilled onto other things, etc. I would appreciate it if more effort could be put into the sorting and packing, and to pay attention to which items belong with what. Also, the drivers used to be all consistently polite and pleasant at the beginning, but I feel that recently this has become a lot more patchy, and this is detracting from the experience of using Ocado.”

Helpful Report

Posted 8 years ago

Hi Hiroko, thanks for leaving a review. We're glad to hear your experience with us has been mostly positive up until now. We're sorry to hear of the poor experiences you've had with regards to the packing of your orders, this is not what we'd expect at all and we're very sorry you've received some damaged items. We hope you were able to get refunds for these. We're a little concerned to hear that your experiences with regards to the friendliness of our drivers has diminished recently, we'd be very keen to look into this further. Could you please email us at ocado@ocado.com, and include Reviews.co.uk in the subject?

Posted 8 years ago

“I consider that in today's world you should have a loyalty programme which is meaningful. To receive a voucher for eg 70p is a paltry gesture. I been received one for 20p which I considered an insult. I have been a loyal customer for over 10 years but now am more inclined to go to ALDI to save money at douce and still have quality. Especially on basic household items, wine, vodka .”

Helpful Report

Posted 8 years ago

Hi Doreen, thanks for leaving a review. We're really sorry to hear that you don't feel valued as a loyal customer. Just to clear up any confusion, the voucher you receive after every order is not a reflection of your loyalty at all, this is just part of our Low Price Promise scheme. We promise that your comparable shopping will be cheaper than at Tesco Online, if it isn't, we'll email you a voucher for the difference, plus a penny, which may explain the low amounts you have received. You should be receiving vouchers and discounts directly via email, as well as being able to take advantage of our occasional free giveaways and bundles, available on our Facebook, Twitter and Blog pages. We'd be really keen to make sure your account is set up correctly in terms of receiving vouchers, if you could please email us at ocado@ocado.com, with Reviews.co.uk in the subject, we'll do our best to help.

Posted 8 years ago

Thank you for emailing us Doreen and we're so pleased that we have now been able to resolve this issue for you. Remember please do let us know if we can help with anything else. We hope you're having a lovely day!

Posted 8 years ago

“Excellent customer care, any problems swiftly and fairly dealt with. Good standard and range of products, I think the butchery needs some improvement particularly the cutting of steaks, the steaks aren't always cut evenly, i.e. not the same depth resulting in uneven cooking. The drivers' are always helpful and will even bring my shopping through to the kitchen if my husband is not around. Packing can sometimes be a problem, e.g. putting heavy good on top of fragile goods. Still the best on-line delivery service!”

Helpful Report

Posted 8 years ago

Thank you for leaving such a lovely review Diane, we're sorry we couldn't quite get that extra star. It's disappointing to hear that our butchers items are letting the team down, this is very worrying and definitely something we'd want to look into. We can also look into the bizarre packing you've been receiving, if you could email us at ocado@ocado.com, with Reviews.co.uk in the subject, we can help.

Posted 8 years ago

“We like Ocado a lot! Most deliveries work really well: on time, with friendly drivers, all items available. There is still sometimes a problem with squashed items, usually when a bag is overfilled, or light and delicate items mixed with heavy items. The quality of goods is usually high, but the pineapples and coriander pots stand out as being really poor (see product reviews) and we would so like to see proper corn (not 20% corn wheat) tortillas. We get the odd grumpy driver but generally receiving our shopping is happy experience!”

Helpful Report

Posted 8 years ago

Hi J, thanks for leaving a review. We're sorry to hear of the issues you've been having, we completely understand how this would detract from the rest of the service. It's worrying to hear about the issues with the packing and even more concerning is the issues you mentioned regarding the quality of the pineapples and coriander pots, this is something we'd really like to look into. We can also look at putting in a product request for the proper corn tortillas you're after. If you can email us at ocado@ocado.com, with Reviews.co.uk in the subject, we'll do our best to help.

Posted 8 years ago

Thanks for sending your email to us J, we've now passed feedback on for you and have put in a product request for the corn tortillas. Keep an eye on the website, we hope we can track these down for you. Do let us know if we can help with anything else J and we hope you have a lovely day!

Posted 8 years ago

“from 1 to10. 1at bottom 10 excel, Drivers and delivery 9 Call centre 9 Packing 1, When will they be trained that that you do not put heavy items on soft ones and you put ready etc laying flat and not their sides. Transportation may cause some movment but would be less if packed correctly”

Helpful Report

Posted 8 years ago

Hi Colin, thanks for leaving a review. It's great to hear how highly you rate our service teams, not so great is your poor experiences of our packing teams. We're really sorry for the disappointment, heavy items should definitely not be put on top of soft or fragile items, we're very sorry for any damages you've experienced. We'd really like to pass on your feedback to our Warehouse team, if you could email us at ocado@ocado.com, with the subject of Reviews.co.uk in the title, we'll do our best to get that done and help out if we can.

Posted 8 years ago

“Overall I love Ocado. Your drivers are 9/10 friendly and polite. And 9/10 I get what I expect. 2 main areas of frustration: 1. Drivers not reading the notes which ask a. not to come into our drive (the vans damage our trees - to be fair this has not happened recently). b. to bring shopping to the BACK door. It is usually the ones who arrive early who end up coming to the front door - I always sense they are rushing to get through their route early and therefore don't stop to read the notes. 2. Poor Packing I have frequently have fruit or other delicate items damaged by packing them in the same bags with heavy items e.g cans, or items that can contaminate e.g. dishwasher powder or washing liquid. It can't be to save bags as I also often get one single item in a bag on its own (which even when recycled seems such a waste). There are a few items I simply don't buy from you now as when cut to order (e.g. meat or fish) I found the weights varied so much - up to 50% over or under which meant either having not enough to go around, or lot of wastage.”

Helpful Report

Posted 8 years ago

We're pleased to hear that you love us overall Caroline, but it's very concerning to hear that there have been some areas that we've not been up to scratch and for this I would like to apologise to personally as this is never our aim to disappoint you in any way. It is worrying to hear about the packing of your shopping as we do try to ensure that all items in your shopping are packed to the highest standards and we'd certainly like to chase this up further with our Warehouse team for you. In regards to the delivery instructions it saddens us to hear that your driver have not been reading the notes that you have added as they should be doing this all the time and we'd certainly like to pass this onto the drivers manager so that further training can be provided. Could you email ocado@ocado.com with www.reviews.co.uk in the subject and we'll get this looked into further for you.

Posted 8 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 8 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 8 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 8 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 8 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 8 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 8 years ago

Ocado is rated 4.1 based on 2,607 reviews