Ocado Reviews

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

4.0 Rating 2,643 Reviews

77 %

of reviewers recommend Ocado

Company Reviews

Questions

Metrics

4.0

Based on 2,643 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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Anonymous

Anonymous // 01/01/2019

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

“I'd been ordering weekly from them for several years now. Then on the last order a guy called me 31 minutes AFTER the slot time. I assumed it was the driver (he never stated) and I wasn't told the reason why, just that the order would not be delivered. I was already late for work, so i told him i would sort with customer service. No alternative slot was offered; no delivery was forthcoming. And no apology until i'd complained to customer services - they just left me without my weeekly shopping and told me to book it again! Never will i waste my money on this excuse for a business.”

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Posted 1 year ago

“You deserve to go broke!!!”

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Posted 1 year ago

“Most things on Ocado are much more expensive than mainstream supermarkets. One can argue that they charge you a premium for the service but there’s already a monthly subscription charge and the customer service is really not good. You can expect long wait on the phone if anything goes wrong with your order such as the driver doesn’t turn up. What is the worst is their unfair charge when you need to cancel your order after what they call the “cut-off” time but even before the products have left their warehouse. They will charge you for what they call “perishables” which include many things that they can easily sell even after a day or two including apples, lemons, tomatoes and even frozen things. To be clear, they will charge you for these things even before the products have left their warehouse should you have an emergency and want to cancel before they deliver.”

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Posted 1 year ago

“Unreliable deliveries , poor service. Avoid if you value your time.”

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Posted 1 year ago

“Delivery was confined with nothing missing, then plank of driver shows up and a whole bag was missing. Waste of time using. Should have just gone to the supermarket. Also your pricing is dodgy.”

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Posted 1 year ago

“Don’t bother with Ocado. Absolutely appalling service. After waiting in all afternoon (order delayed by 4hours and 40m) the driver cancelled my order because he ran out of “driving” time and did not bother to contact to tell me this. More to the point i was advised at 5.30pm that my delivery was next. Over an hour later its cancelled. I shall never ever order from Ocado again.”

Helpful Report

Posted 1 year ago

“I have a terrible experience this week shopping with acardo it's been horrific .do not use them they have taken my money twice and left me no money .I have contacted marks and Spencers and they were lovely .but god knows when I will get my money back”

Helpful Report

Posted 1 year ago

“Ocado is getting worse. On Thursday this week my order was 2 hours late, no message, no explanation. Fortunately I was in that day. Today, Saturday, my order was due at 9.30.-10.30. At 10.30 I received a message on my order (no email or phone call, fortunately I looked at my order) saying it was going to be here in 45 min. We re-jigged our busy Saturday. No one arrived. I checked the order again and it said I should have had a delivery by 12.30 - no order then ! I have just phoned Ocado and apparently it will arrive some time today. It is now 2.45 and I am still waiting. This has been a waste of a lovely day, waiting in for an order. They don't seem to care about their customers. I am sick of mouldy rotten fruit. Unfortunately my husband likes the M&S food, or I would stop buying from these people. I am not surprised they are running at a loss. What a dreadful shame. It costs so little to communicate properly.”

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Posted 1 year ago

“The quality has recently become worse and worse until a recent delivery when the fresh food was actually rotten. See picture of carrots.”

Helpful Report

Posted 1 year ago

“Sold stake said it was ribeye O more let chick stake as for are fund told its on it way Not so three week later asked o For a photo of it or no refund the are. Nuts”

Helpful Report

Posted 1 year ago

“They charge more than M&S for the food!!”

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Posted 1 year ago

“They are an absolute mess. The orders are never on time and sometimes even cancelled “because there is traffic”. On top of things the orders are never complete and there are always missing items. Don’t ever order from Ocado, don’t waster your time”

Helpful Report

Posted 2 years ago

“First time using Ocado. They missed the first delivery by 3 hours yesterday which meant I was not home when they tried to deliver. I spoke to Ocado, and they rearranged delivery for today between 9-12, having not heard anything from Ocado I contacted them again and found out that the order wasn't kept back for redelivery. No compensation offered. Useless.”

Helpful Report

Posted 2 years ago

“I had the misfortune of having a recent order delivered by Joshua in Cabbage Van, I have never had any delivery man behave like a Diva as he did in all the years I have been shopping with Ocado. I always ask the driver if he could place my bags inside my doorway (not come inside) because I have a bad back and arthritis and it's easier for me, but when I asked Joshua he seemed annoyed, he did it then took off in a strop like he couldn't get away quick enough. When emptying the bags he had packed them so shoddy, I have never had them packed so badly before, there was 3 bags with only 1 item in them and food mixed with body wash which leaked on them. He clearly did not care how I received my shopping or his attitude, I was shocked as this is not Ocado's usual high standards. The job is not for the weak.”

Helpful Report

Posted 2 years ago

“I have posted a review on Trustpilot regarding the shopping experience from hell. I have also dealt with the customer service department, who basically are not fit for purpose. My attempt to respond to the invitation to discuss matters further with Jack from social media department achieved nothing other than exposing further incompetence and a don’t care attitude towards customers. My review on Trustpilot is under the name Kaps.”

Helpful Report

Posted 2 years ago

“Ordered a weekly shop. Left instructions to leave the delivery outside my door. Driver did not try and left. I was then sent an email telling me I would lose the value of my shop as I was not in - not true. They subsequently agreed to honour the order as long as I was in between 7-9pm the night after. I cancelled an engagement to be there. Stupid me - they never showed up nor phoned or emailed me - just left me hanging. No food, no dinner, nothing. When I called them, they simply said 'we are sorry' and offered a £25 voucher off the next shop - like I would ever shop with them again. Absolutely rubbish. Never again. Insulting.”

Helpful Report

Posted 2 years ago

“My delivery was booked for 6-7pm I got a message to say it was delivered only it wasn't. I had to call Ocado and they told me the van was broken and was swopped which generates a delivery notice ? Now delivery was to be up to midnight and they had taken my money as it was shown as delivered. I refused a delivery after 10pm as I work at 5am and they acknowledged that and I was only offered two days later. I cancelled the order on the phone but the guy still called after 10 and i was in bed and could not get to the door quick enough. They texted me to say they had rung but they did not which was a lie. I asked during the cancellation for my money back only to be told "THEIR PROCEEDURE IS 7 TO 10 DAYS DUE TO THE BANK "? so NO shopping, and an unacceptable wait of up to 10 days for my money which, they took contrary to their to their own published terms. Its bordering on illegal practice. I would suggest they broke their contract with me, they took unauthorised funds and now I have to wait 7 to 10 days. Yet they can make a refund for missing items in hours ?? Shocking. I will be taking this up with trading standards. Their customer services (sic) team are pleasant but in the end not able to help which is an obviously incorrect situation. Obviously there are serious errors in their procedures. for all they know i could have no food for kids and now no funds to replace it.”

Helpful Report

Posted 2 years ago

“Substitutions or a complete failure to supply has become a common theme… Offering products that are not available to deliver is a very poor system and incredibly irksome (as is informing customers just a few hours prior to delivery).”

Helpful Report

Posted 2 years ago

“After shopping with Ocado for many years, was absolutely distraught after they cancelled my entire Christmas food shop (only after I'd contacted them to say it hadn't arrived) saying they were having delivery issues, but they offered to deliver after Christmas instead (27th December). Absolutely appalling customer service.”

Helpful Report

Posted 2 years ago

“DO NOT ORDER FROM THIS COMPANY! NO CHRISTMAS EDIT ON YOUR SHOP! Can’t get into the website to add some more items the page will not load and all the customer service staff have gone home! Not what a customer needs so don’t order from them! Customer service is non existent! Date of experience: 19 December 2022”

Helpful Report

Posted 2 years ago

Ocado is rated 4.0 based on 2,643 reviews