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Ocado Reviews

4.1 Rating 2,607 Reviews

78 %

of reviewers recommend Ocado

Company Reviews

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

Ocado 1 star review on 11th July 2023

Ocado 1 star review on 14th June 2023

Ocado 1 star review on 18th December 2022

Ocado 1 star review on 7th October 2022

Ocado 1 star review on 14th July 2022

Ocado 1 star review on 14th July 2022

8

Anonymous

Anonymous // 01/01/2019

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

“Good things: arrives in the time slot booked, produce fresh, eggs have not been crashed recently (big recent improvement) and generally damaged goods are much rarer (again - congratulations on achieving this) BUT the following should be addressed. The most irritating thing when Ocado arrives is that you can pretty much guarantee that salad will be crashed under bottles of wines ie fragile items will be under heavy ones. This is something that should be urgently improved - it is not just an isolated incident but a pretty consistent and highly frustrating pattern. Harsh chemicals should be separately bagged. I had drain cleaners packed together with vegetables when each bottle of milk was packed individually in a bag! Also, we order once a week and really do not appreciate it when evening meals (ie meats, ready meals, fish etc.) expire mid week. This is of course harder for you to improve / control but should be noted.”

Posted 8 years ago

Hi Iwona, it's concerning to hear that the packing of your orders has been so bad with damaged items. We can assure you that we do have regular meetings with our suppliers and warehouse managers to prevent such damages occurring. Please do email us at ocado@ocado.com and we can get this passed on regarding your orders. Once again our apologies for any inconvenience caused and we do hope that you continue to enjoy shopping with us.

Posted 8 years ago

“Driver was early but had not rung to say he was going to arrive before designated time. Otherwise OK.”

Posted 8 years ago

Hi Jane, we are sorry to hear your driver arrived early and without warning, our drivers are all trained to contact customers if they will ever be late or early and we apologise this did not happen on this occasion. Should anything like this ever happen again, please contact us right away and we will look into it as a matter of urgency. Many thanks for your review.

Posted 8 years ago

“Generally good but my delivery is 3 hours late today. My driver says I have to call the call centre to cancel. Premium rate number, I am number 15 in the queue. Very poor service to make me call a premium rate number then wait so long to get through.”

Posted 8 years ago

“I have always received excellent service from Ocado's delivery workers - prompt, polite and friendly. However, I have regularly been dissapointed with the quality of products, primarily the use by dates - I often receive goods with only a day or so lifetime left, recently an entire loaf of bread that went off a day after delivery and two avocados, one of which was already black inside the same day it arrived. I think products needs to be selected more carefully - other than that, happy with the service.”

Posted 8 years ago

Hi Gemma, we are really sorry to hear of your disappointment regarding the life of some of your recently purchased items. We do display a life guarantee detailing exactly how long you can expect to have use of your items on our website, if this is ever not accurately met, please contact us at your earliest convenience and we will immediately look into this, we hope this is helpful and apologise again.

Posted 8 years ago

“Service is mostly reliable and dependable. What is most irritating is when a product simply disappears from sale without warning and there is almost denial that it was ever on sale. Drivers vary from very helpful - most of them but there are a few you would rather not see again. The delivery pass is expensive especially now that Waitrose deliver most of the same goods free for a minimum spend. I've never used another supermarket delivery service so I can't say whether Ocado are better or worse than average.”

Posted 8 years ago

“Sadly not enough care is taken to preserve the shape and integrity of loaves of bread and other delicate items which are randomly thrown into bags along with other hard items such as boxes or cans. As a consequence soft items become almost unusable through crushing.”

Posted 8 years ago

Hello David, it is a real shame to hear you have received crushed and unusable items and we sincerely apologise. We are constantly working to improve our picking and packing policies and we do hope you will see evidence of this very soon. Should you receive further damaged items in the future, please do contact us right away and we will be able to get this properly fed back and investigated, we can also offer refunds where applicable, many thanks for your review and we hope you have a lovely weekend.

Posted 8 years ago

“Drivers and delivery service are excellent - best home delivery service around for being on time, little, or no, substitutions, bag recycling facility, 1 hour time slots , punctuality and excellent customer services. The refund facility is excellent too, never a quibble, but I would much rather either receive a substitute or get a 'missing item' note on my receipt if the ordered fresh produce isn't up to standard. What lets Ocado down is the quality of the fresh produce, especially the fruit and vegetables. There appears to be little, or no quality control at the warehouse as fruit is often sent out very under, or over ripe. This is not helped by the fact that if you leave a review on the Ocado website rating 1 star and stating your reason for this, nothing seems to improve. There might be a reply to the review you leave along the lines of ' we have passed your comments on to our supplier'. Sadly, I would guess it's not the suppliers fault as it would do them no good at all to supply below standard produce. There are strawberries offered for sale where only 36 out of 123 people would recommend them to a friend. These reviews date back to 2012 so there has been plenty of time for improvement! What appears to be totally lacking is any form of fresh produce quality monitoring at the warehouse facility so that unsuitable products are not supplied, but substituted or missed out altogether. It's really annoying to receive 7 bruised, bullet hard bananas that never 'ripen at home' or pun nets of strawberries on special offer with a 2 day 'use by date,' which are so overripe they can only be used for smoothies. I find it hard to believe that the produce, transported in air conditioned, chilled vans, deteriorates that rapidly. I will continue to use Ocado because of the good service I get, but it would be lovely to be able to include fresh fruit on my order knowing that most of the time, it would be of a high standard. Other home delivery grocery services offer a 'fresh check' service where all the fresh produce is conveyed in one box which offers you the facility of checking it through with the driver and refusing to accept it as part of your delivery if it is bruised or substandard. Much easier than having to ask for a refund, and possibly a way of improving quality control”

Posted 8 years ago

“I think that some of your discounts are unfair to people who live alone, ie a discount if you spend £80. I have been a regular weekly customer for many years but rarely receive any rewards.”

Posted 8 years ago

Hello Margaret, we are very sorry to hear you have not been receiving offers and rewards recently and we do apologise for any disappointment this has caused. Our Marketing team do regularly send out vouchers and offers and if you could write to us at ocado@ocado.com putting 'reviews.co.uk'in the subject field we can ensure that your account is set up to receive these. Many thanks for your review.

Posted 8 years ago

“Generally good but food is regularly squashed - eg tins with bananas and the drivers sometimes don't read the delivery instructions”

Posted 8 years ago

We are very sorry to hear that you regularly receive squashed food Hannah, please do always contact us should this happen, as we are able to look into who packed your order and how this can be improved. Please do also contact us should you ever have trouble with our drivers and we can offer further training where applicable, our apologies again for any disappointment and we thank you for your review.

Posted 8 years ago

“The shopping experience is good but the website should be more smarter..for instance the vouchers which are sent via email to me should be automatically applied to my shopping basket.”

(Email_ocado) - Posted 8 years ago

We're sorry to hear that Vikrant, sometimes you can have more than one eligible voucher so we wouldn't want to make your mind up for you. We'll be sure to pass on your suggestion though :) Glad you're enjoying the overall experience.

Posted 8 years ago

“I enjoyed receiving my goods at home in stead of carrying heavy bags. Much of the service was good but I was not happy with the way some of it was packed. My chocolate muffins were squashed having been placed in a bag underneath a large pack of toilet rolls and my raw chicken was in a bag next to my cheese. Although both the cheese anid the chicken had their own wrappers if there had been any damage to those wrappers, as can easily happen, the chicken could have contaminated the cheese so giving us food poisoning. When packing my own shopping in store I always pack raw meat separately and after the recent findings regarding raw chicken in particular I consider it essential.”

Posted 8 years ago

We're pleased to hear that you've enjoyed receiving shopping at home Patricia, but it saddens us to hear that your chocolates muffins have arrived crushed & we're so sorry for the disappointment that this has caused you. If you would like to email ocado@ocado.com with www.reviews.co.uk in the subject line we would be happy to refund the muffins for you right away. We'd like to apologise to you for any annoyance that has been caused to you with the packing of the chicken with the cheese, we would like to reassure you that we carry out tests on the packaging of the raw meat & fish and have found that the heat sealing process on these has improved significantly and therefore provide a greater barrier from contamination, we will of course pass on your comments to the relevant teams regarding this.

Posted 8 years ago

“I have shopped with Ocado once. I found the website easy to navigate and the search function mostly accurate. Everything I ordered arrived. These experiences are equal to Morrisons, but better than Sainsbury's, Tesco and Asda. I decided to shop with Ocado because I wanted some speciality products, which I have been unable to obtain elsewhere, however several of the products ceased to be available once I started shopping. I was shocked to find that Ocado does not stock any freshly baked products like all of its rivals. I was also dismayed at the expense of comparable products. However the greengrocery products I purchased were the freshest and kept the longest I have ever bought from any supermarket in-person or online.”

(Email_ocado) - Posted 8 years ago

We would like to thank you for your review Matthew, we're really pleased that you found the website easy to navigate and we are happy to hear that everything arrived as you ordered it. We were a little saddened to see that some of the items were not available whilst you were shopping, we hope this didn't cause you too much inconvenience. If you use us again, you can always book your delivery slot first and this will provide up to date stock levels for your chosen delivery window. We were also sorry to hear you were unable to source any bakery goods, if you type Gail's Bakery into the search bar, this should hopefully bring up a large range of available baked goods. Also you can use the product request function at the bottom of every page, this is then sent directly to our Trading department, who are in charge of changing and expanding our product range. Once again we would like to thank you for your review, it's always helpful to us to receive such detailed feedback.

Posted 8 years ago

“The driver was smelly and the bread only had a day or so left so went m”

(Email_ocado) - Posted 8 years ago

Gosh Donna, it sad to hear that your recent shopping experience was not what you expected. We would like to reassure you that this is not the service we would expect you to receive. Please can you message us at ocado@ocado.com with www.reviews.co.uk in the subject line as we'd like to look in to this in further detail.

Posted 8 years ago

“It's a bit on the pricey side and I am not sure most products are actually healtier than what you would find in other supermarkets.”

(Email_ocado) - Posted 8 years ago

“Not allot of variety comparing to Tesco or Asda same of the deals”

(Email_reviewsuk) - Posted 8 years ago

We’re sorry that you feel we don’t have enough variety and deals on our website Faisal. We are constantly revising our product range and continually making new products available on our website. It may interest you to know that we have a product request form that you can also send to us with the details of any product you wish us to stock. This is found when you search for a product that we do not stock, as well as at the very bottom of every page of the website. But if you do require any further information, then please do feel free to email us at ocado@ocado.com, making the subject 'Reviews.co.uk' for reference. We hope you're having a lovely day!

Posted 8 years ago

“I was very impressed with my first shop and thought that I would now be making a permanent move. However, I have been very disappointed with my second shop. I thought I had redeemed an offer and as a result I altered my shopping after seeing the items at checkout but, I appear to have been misled. As you can imagine this caused me a great deal of inconvenience. Furthermore, I ordered strawberries which were on a buy one get one free offer and every single strawberry in both packs was rotten and so I had to throw them all away. Unfortunately, there was nothing I can do about it because I noticed it outside of the 24hr period outside of delivery. So as you can see not a great experience.”

(Email_reviewsuk) - Posted 8 years ago

We are very sorry to hear this Jalissa. This is very disappointing to hear, and we are very sorry that you were not able to take advantage of the offer on your order. It is also very concerning to hear about the condition of your strawberries. We would certainly like to look into this further for you. Please could you email us at ocado@ocado.com, and please put in the subject 'Reviews.co.uk' for reference. Once again our sincerest apologies for any inconvenience caused.

Posted 8 years ago

“Generally ok, however some fresh food has shorter use by dates than you can select in a standard supermarket. Delivery service is efficient and the drivers always very polite and professional.”

(Email_ocado) - Posted 8 years ago

It's great to hear that you like the service & your drivers are always polite Darren, but we're sorry to hear that you're not happy with the use by dates on the fresh food you have been receiving. We do display the minimum life guarantee for all of our fresh products on the website to help plan with meals. You can always see this information by clicking onto the products on the website. Please be aware that this does include the day of delivery. If you feel that any of the items we have delivered you have not met this guarantee please do email us at ocado@ocado.com with the reference www.reviews.co.uk and we will look into this further for you. Once again we apologise for any inconvenience that has been caused and we do hope that you continue to enjoy shopping with us.

Posted 8 years ago

“Good communication, unfortunately delivery 2 hours late due to fire in the warehouse. ..”

(Email_reviewsuk) - Posted 8 years ago

We're really sorry for the delay Sharon. We can assure you that this is very out of the ordinary, and we have identified the cause of the issue and taken steps to prevent anything like this happening again in the future. We do hope that we didn't ruin any plans that you had and we do hope that you do decide to shop with us again, so we can show you the service that we are normally renowned for.

Posted 8 years ago

“I was impressed that I was given notice of who and what vehicle was coming to deliver my shopping. The delivery process was pretty smooth and I was happy with the amount of time left on my products before they expired. However at the weekend I realised one of my packets of bacon had a hole in and the bacon was discoloured as a result. It went in the bin and I was a little annoyed about this. Overall satisfactory. I will probably use Ocado again.”

(Email_reviewsuk) - Posted 8 years ago

It's lovely to hear that you are enjoying the service Shelly and it's also great to hear that you would use us again. We are sorry to hear about the damaged packet of bacon though, and we hope that we didn't ruin ruin any breakfast plans you had. We do hope that you requested a refund online for the bacon, but if not could you please email us at ocado@ocado.com with the reference reviews.co.uk, and we will be able to look into this for you. We're sorry for any inconvenience caused and we look forward to you shopping with us again in the future.

Posted 8 years ago

“had a good job done by ocado food was delivered on time when they say but I had some milk from them that went off before the use by date even when stored and refrigarated”

(Email_ocado) - Posted 8 years ago

We're glad to hear that you liked the service Kevin, but it's a shame to hear about the milk going off before the use by date and we can understand how this must have been disappointing. We do ask if you could please email us regarding this at ocado@ocado.com and reference reviews.co.uk in the title, we will then be able to look into this further you. Our apologies for any inconvenience that has been caused and we look forward to hearing from you soon.

Posted 8 years ago

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Ocado is rated 4.1 based on 2,607 reviews