Ocado Reviews

Name: Ocado
Address: 3 Bishop Square, Hatfield
Rating: 4.03

4.0 Rating 2,663 Reviews

77 %

of reviewers recommend Ocado

Company Reviews

Questions

Metrics

4.0

Based on 2,663 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 // 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

“I cannot praise you enough - I have been using Ocado now for about 5 years and the quality of your service is fantastic. The drivers are always helpful and polite and you always keep me informed of the progress of my orders. The only suggestion I have is why not go paperless on orders - I do no need a paper copy and it may save some money. Many thanks and well done for such a great service.”

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Posted 10 years ago

“I've been using Ocado regularly for many years and am generally a satisfied customer. The delivery drivers are mostly punctual, upbeat and pleasant. The prices, range of goods and special offers are attractive. Sometimes the shopping isn't very well packed which leads to spills and breakages but this doesn't happen that often. My biggest gripe is that the fresh produce often has very short "use by" dates. For example, if I was picking the shopping myself I wouldn't choose tomatoes that have a use-by date that is only 3 days away.”

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Posted 10 years ago

“I am always exceedingly pleased with the service I receive from Ocado. Not only does their website offer the largest variety of foods I am likely to buy, i.e vegan speciality products, organic etc, but they are very reasonably priced. Their delivery service is always spot on, friendly drivers, vary rarely substitutions and if so they are like for like which is rare with a supermarket delivery service. I can't fault them. Will continue to use Ocados services and to recommend to others. 5 stars.”

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Posted 10 years ago

“It was such a great decision to start shopping with Ocado, I have enjoyed their service now for a few years and wouldn't shop anywhere else. I have a smart pass so enjoy further discounts and free deliveries midweek. The goods are of the best quality even own brands, when an item has not been stocked I have let them know and then it has been added. The drivers are very polite and helpful. The offers are available as with other supermarkets which i do take advantage of. All in all a great service, and recommend to everyone.”

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Posted 10 years ago

“I have tried other supermarkets on line and continually find ocado to be the best and easiest to use”

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Posted 10 years ago

“Drivers are very obliging and helpful.”

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Posted 10 years ago

“Excellent service. Extremely reliable. Easy to return faulty goods/refunds. Friendly staff. Punctual.”

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Posted 10 years ago

“Almost no substitutions, good value, always good offers on things I actually want to buy. Punctual delivery and very nice drivers.”

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Posted 10 years ago

“very efficient service Always on time Always rectify any problems ie wrong items delivered although rarely happens anyway rarely out of stock on my favourites well done Thankyou!”

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Posted 10 years ago

“Almost always on time and if any delays expected will always let you know. Polite and courteous drivers”

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Posted 10 years ago

“Reliable, good quality produce, courteous staff”

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Posted 10 years ago

“always a lovely experience, very prompt/friendly/polite drivers, very helpful customer-service staff, great stock of interesting products... the best grocery delivery service there is!”

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Posted 10 years ago

“Excellent app and great service. Things that I order are delivered and not provided with random substitutes. It it's not available then I'm usually told at the checkout. Delivery drivers are always on time and if there are any problems with the products there is a no quibble refund policy. Have tried others, but just simply does not compare.”

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Posted 10 years ago

“The Good: *web-site easy to use *IPhone App brilliant and so useful *Slots always available when I need them *Mid-week Smart Pass (when on offer) excellent value *Deliveries on time 99% of the time. * Excellent range of own brand, Waitrose and labelled products and increasing all the time *Regular freebies - and lately I've been asked at checkout to choose what I'd like, meaning that they don't just turn up, even if they're not appropriate and I can't use them (meaning I have to give them away or bin them) The Bad: * Whilst they offer Tesco Price Match, they don't match Tesco (or other supermarket offers e.g. Tesco might have Innocent juice on BOGOF, Ocado will only have 25% off *Offers can change week to week so are confusing e.g. Tilda rice - might be £1 per pack one week, then 3 for £4 the next * Every time Smart Pass (or whatever it's called now as it changes) is up for renewal I have to negotiate on the price - just give me a regular offer i.e. the £2.99 you gave me for 6 months - give me that as an on-going price with a minimum of 6 months then I don't need to waste my time negotiating and you won't potentially lose a customer (which is VERY likely with all the delivery problems we've been having the last year) The Ugly: * Persistent packing issues i.e. toiletries in with raw meat or fresh produce, heavy items in with things like bagged salad * Regular smashed, damaged or leaking items some so bad that it's taken me half and hour to clean up the mess in the hallway where the driver has left the bags N.B. YES!!! - this (and every other persistent issue) has been reported (constantly) causing a lot of frustration and waste of my time and effort. FINALLY after many attempts and requests for something other than a numb-skull, scripted reply (along the lines of 'this isn't the standard we aim for' blah, blah, blah) a manager has gotten involved and is supposedly monitoring our deliveries, at present with limited success (but I feel his frustration that the warehouse packing team just can't seem to get things right). These issues have gotten worse in the last year. A year ago I would have been singing Ocado's praises and there are many good points that would keep me as a loyal customer if they can get the above things right in future, however, my patience is running out and I wouldn't currently feel comfortable recommending to anyone else with all the problems we've had recently.”

Helpful Report

Posted 10 years ago

Hi Jane, firstly we'd like to thank you for taking the time to leave such detailed feedback. With regards to our Low Price Promise it does state in the Terms & Conditions ' 7. The Low Price Promise comparison will include promotions at both Ocado and tesco.com and is based on what customers would pay for the Qualifying Products at checkout and excludes any delivery charges. For example, if you purchase a 1 litre carton of Tropicana orange juice for £2.30 from Ocado, and it is sold at Tesco.com for £2, but it is also on a buy two for £3 offer at Tesco.com, we will compare the price paid at Ocado against the single unit price of £2 at Tesco.com. If, however, you buy two 1 litre cartons from Ocado, we will compare our £4.60 price with the promotional price of £3 for two cartons at tesco.com.' you can see the full Terms & Conditions to this in the following link: https://www.ocado.com/webshop/content/ws5/customerServices/termsAndConditions/LPPterms. We're also sorry to hear you are not happy with the renewal prices with your Smart Pass, we'll be sure to pass on your comments & feedback regarding this. It's concerning to hear that you have had such poor packing, especially after a manager has intervened. If you could please email us at ocado@ocado.com with the reference of reviews.co.uk and we can look into this further for you. Once again our sincere apologies for any inconvenience caused and we hope that this can be resolved and restore your confidence with us again.

Posted 10 years ago

“Delivery on time. Good quality products”

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Posted 10 years ago

“Sometimes the website is rather poor ans unresponsive, but apart from that the service is really good. The drivers are very helpful and pleasant and the deliveries are prompt. ocado has definitely made my life very much easier”

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Posted 10 years ago

“Fantastic range of products; polite, friendly and very helpful drivers; customer service second to none; accurate stock count - so I can count on my order; the website and app is very user friendly - 'last bought date' is just one of many features that makes ordering easy; Price match that works; Everything is fresh and great quality; All that might sound cheesy, but Ocado is truly wonderful!”

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Posted 10 years ago

“Dear Ocado Your own brand goods are excellent ,service reliable .The let down is delivery costs , these are to high compered with Sainsbury . I have limited mobility ,and we no longer own a car . My wife and I are well retired , so every costing requires attention .A pensioner Smart pass would buy you some reliable customer base Regards Edward”

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Posted 10 years ago

“Fantastic. The best online grocery shopping there is.”

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Posted 10 years ago

“Ocado are the best online supermarket by a mile. Service always with a smile - their delivery staff are so polite and lovely. And on the rare occasions when there's any issue (e.g. the odd broken egg), the online customer service is brilliant too. I use Ocado twice a week. And the website is excellent too. Highly recommend.”

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Posted 10 years ago

Ocado is rated 4.0 based on 2,663 reviews