Ocado Reviews

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

4.0 Rating 2,650 Reviews

77 %

of reviewers recommend Ocado

Company Reviews

Questions

Metrics

4.0

Based on 2,650 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

“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.”

Helpful Report

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”

Helpful Report

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”

Helpful Report

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!”

Helpful Report

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”

Helpful Report

Posted 10 years ago

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

Helpful Report

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.”

Helpful Report

Posted 10 years ago

“I don't know what I would do without Ocado ! Great customer service, next to none ...”

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Posted 10 years ago

“Great service and overall experience. It will be nice if recurrent customers could use some discount promo codes as the new customers do...”

Helpful Report

Posted 10 years ago

“Stock availbility is always very good but the packing is always poor. Recently I had bottles of champagne in carrier bags that had clunk together chipping the bottles. Why wasn't a wine carrier automatically used? An English Company cheesecake (£15.99) upside down in a carrier bag! It could only have been placed in the bag this way because of it's size so there is no way it could have moved in transit. There does not seem to be a great deal of common sense used when it comes to packing.”

Helpful Report

Posted 10 years ago

Hi Donna, it's concerning to hear that your packing is always of such a poor standard, and this isn't the service we'd expect our customers to receive. If you could please email us at ocado@ocado.com with the reference of reviews.co.uk, we can look into this. We will be able to report this to our warehouse management team and see who has been picking & packing your orders, and give them further training where necessary. Once again our sincere apologies for any inconvenience caused and we look forward to hearing from you soon.

Posted 10 years ago

“I trust Ocado to deliver exactly what I have ordered, on time, every time. Fantastic service and quality food.”

Helpful Report

Posted 10 years ago

“Very good choice of brands and products. The delivery times are good The drivers are always helpful, polite and friendly. Lots of good offers. I receive the occasional free product too which is great. I would recommend Ocado without any hesitation”

Helpful Report

Posted 10 years ago

“Love it. Always a wide choice of great quality goods, plus some good value basic items which I buy regularly. The website is easy to use and delivery is pretty much always on time. The drivers are pleasant and the whole experience is hassle free and gives me the time to get on with more important things than traipsing round a supermarket.”

Helpful Report

Posted 10 years ago

“Excellent variety of products available, friendly delivery, love the one hour slot and can always find a delivery slot. Fabulous service.”

Helpful Report

Posted 10 years ago

“I love Ocado simply for the fact that they offer so many choices and varieties of food that I can't get anywhere else!”

Helpful Report

Posted 10 years ago

“I've been using Ocado for over 10 years and think it is far far superior to other on-line shopping supermarkets (… and I've tried them all). The main reasons are: * it stocks a really wide range of quality products alongside your more basic needs plus a high standard own brand range. Most supermarkets either do quality (e.g. Waitrose) or bog standard (e.g. Asda, Tesco) but don't seem to be able to cater for all my shopping needs whereas Ocado covers the whole range and even stocks Waitrose goods * it automatically price matches against Tesco * it does 1 hour delivery slots (most other supermarkets seem to only do 2 hour slots) * it stocks a fantastic range of organic meat and vegetables * it remembers my "birthday" when I started shopping at Ocado and sends me a £10 wine voucher * regularly sends out interesting and quality "freebies" * it's staff are really really helpful if things go wrong (they helped save me from Christmas dinner disaster) * their refund policy is impeccable * they rarely have missing items and, when they do, they give you plenty of notice of the substitutions It is definitely the supermarket for me.”

Helpful Report

Posted 10 years ago

“The Ocado app is easy to use and very efficient for my busy life. Very rarely do I have substitutes in my shop which is just perfect. Every one of the delivery drivers are polite and often are early. Highly recommend Ocado to those who haven't used them before.”

Helpful Report

Posted 10 years ago

“Excellent Customer service”

Helpful Report

Posted 10 years ago

“Ocado definitely delivers. The site is a joy to use. Delivery is slick and efficient and food is spanking fresh and one-hour slots extra convenient. Delivery until 11pm is brilliant. I have been using Ocado for over seven years and as long as they keep on thinking ahead of the competition and keep their produce and customer service to the current quality levels, my family will not be going anywhere else. In a few words... Clean, quality, consistent and simple.”

Helpful Report

Posted 10 years ago

Ocado is rated 4.0 based on 2,650 reviews