Ocado Reviews

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

4.0 Rating 2,649 Reviews

77 %

of reviewers recommend Ocado

Company Reviews

Questions

Metrics

4.0

Based on 2,649 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 3rd 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

“Always great variety of products and fresh fruits and veggies! A bit pricey but worth to spend for good quality food!”

Helpful Report

Posted 7 years ago

“Waited six hours for a delivery that never arrived - after calling numerous times to check whether they were coming!! Their way of compensating me for this was a £10 voucher - thanks!! that was worth it. Worst customer service (phone) ever! > > > First, I called when the driver did not show up between 16:00 - 17:00 and > was told that both the driver came to deliver the order but there was not > answer, and that both Ocado customer service tried to call me but there was > no answer. I was home the entire time. The phone never rang nor did the > doorbell during that time. > > Second, I called Ocado customer service and was told that the driver would > be sent back to deliver my order, so I sat at home, despite having other > plans on a Saturday night, waiting for the driver to return. During this > time I called two or three times to check that he was coming back. What I* > WAS NOT TOLD*, was that he would be returning *after his shift ended at > 22:30,* and so I sat at home unnecessarily waiting for the driver for SIX > hours. I then once again called Ocado customer service and was informed > that they cancelled the order without notifying me but could redeliver on > Monday. > > I honestly have never experienced such poor customer service, and despite > being excited about using Ocado in the past, and having no issues with > these past orders, I seriously doubt I will ever order from Ocado again. > This was a horrific experience, having wasted six hours on a Saturday, > being told numerous times the driver would come back (and not telling me > when! which was six hours after the scheduled time!), and then having Ocado > unilaterally cancel my order is without excuse (and the > person who helped me really could have cared less about what was > occurring).”

Helpful Report

Posted 7 years ago

Hi Jill, we're so sorry to hear that you had such a poor experience with us. This is far from what we intend or expect. Please can you kindly contact us, providing your registered email & postcode, at ocado@ocado.com or on 0345 656 1234 so we can report this to our Delivery Management team?

Posted 7 years ago

“Delivery 2hours late no contact or explanation from Ocado or the driver pears rock hard bread stale”

Helpful Report

Posted 7 years ago

Sorry to hear this. This is disappointing and not the service you should've received. We'd like to resolve this for you, if you could email us at ocado@ocado.com or call us on 0345 656 1234 we will look into this further.

Posted 7 years ago

“Used Ocado for years. Always punctual, courteous, what i order is what i get. Very very rarely subs and issues. If there are issues their customer service is excellent. Calls to them are FREE (read other reviews about being charged, rubbish!). Good prices, good quality, website and app are the best out there. They beat tesco prices for equivelant shop. If they deliver in your area its a no brainer.”

Helpful Report

Posted 7 years ago

“No order arrived between 11am to 12pm Had to phone your contact centre at 12.25pm, who lied stated Driver had been passed my home but not stopped. Phoned you again at 1.10pm, lied to again told over 500 orders cancelled today one being mine. Then told no it was your mistake order had not been cancelled but shown cancelled for operational reasons. ALL LIES I have video camera on my mobile phone of my home. Your driver arrived at 12.40pm. When I phoned at 12.15pm explained I was on work at 1pm and had to leave at 12.30pm, so cancel the order. I HAVE NO FOOD I AM OUT OF POCKET FOR PHONE CALLS I HAVE BEEN LIED TO TWICE BY YOUR STAFF I HAVE NEVER RECEIVED ANY TEXT OR EMAIL UPDATES I HAVE NOT EVEN REICVED A "SORRY" OCADO-THIS IS NOT A SERVICE, IT'S LIES ON TOP OF LIES. NO DELIVERY. I WANT A FULL REFUND AND MY CALL COSTS PAYING FOR Shame on you I want a full reply and confirmation of refund and call costs. Disgusting service FIRST AND LAST TIME”

Helpful Report

Posted 7 years ago

We are sorry to hear of this first experience that you have had with us. We can imagine this was extremely disappointing, and this is not the sort of service we want to give our customers. As your order was cancelled, we would not have taken payment for your order. If you could please email us at ocado@ocado.com or call us on 0345 656 1234, we can see what else we can do for you.

Posted 7 years ago

“unacceptable experience Very Disappointed!!! Been with ocado over a year, do shopping every week and never received any vouchers!!!!! part from the first one!!!! Did email them call them! the person i spoke was telling me something went wrong and i will receive my voucher with in 48hours!!! Its fourth day nothing even checking spam! nothing at all well Tesco do club card! Morrison's do match and more!!! anyone do something for they customers part from Ocado Not bother with them!!!!”

Helpful Report

Posted 7 years ago

Hello. We are sorry to hear that you have not received any vouchers from us, despite being a loyal customer with us for so long. This is not the level of service you expect at all. Please, can you contact us on 0345 656 1234 or email us on ocado@ocado.com, and we can look into this for you once again.

Posted 7 years ago

Helpful Report

Posted 7 years ago

We are very sorry about this Monica and we are sorry you are still waiting for your voucher. This is not the level of service you expect at all. Please, can you contact us on 0345 656 1234 or email us on ocado@ocado.com, and we can look into this for you.

Posted 7 years ago

“A great selection of vegetarian food. Good home delivery and no missing items.”

Helpful Report

Posted 7 years ago

“Great company! Would definitely recommend to my friends!”

Helpful Report

Posted 7 years ago

“No substitutions, they provide suggestions at the end of the shop for swaps that save money, always happy with the groceries, high quality.”

Helpful Report

Posted 7 years ago

“Very good prices”

Helpful Report

Posted 7 years ago

“Taken away the time and effort of grocery shopping. Also more efficient, as you can more closely plan what’s needed for each meal; so less waste.”

Helpful Report

Posted 7 years ago

“Ocado are far and away better than any other home shopping service that I've used from any of the big names. Their drivers are friendly and very helpful, and will even carry your shopping to your fridge for you if you want them to. Compare that to Sainsbury's drivers who expect you to stopp to pick the bags out of the packing boxes while they stand and wait. They price match with Tesco, they refund you the cost of carrier bags when returned, deal with issues and returns effectively, and have a great range with worthwhile offers that make sense to the customer - and if they're unable to supply all components of an offer, they will still apply the offer to the remaining parts of it, unlike every other service provider I've used.”

Helpful Report

Posted 7 years ago

“Very good customer service at Ocado - I forgot to include the promocode on a shopping, however the customer service was great and they just gave me a refund. Also, very good variety of products and also delivery is always on time. Good stuff!”

Helpful Report

Posted 7 years ago

“Will not be ordering ever again. So many missing items and to call it's a 0345 number so getting charged waiting! Item qualities don't look great. Johnsons cotton buds is always a full tight pack the one I order from them look like so many have been taken out. Not impressed at all.”

Helpful Report

Posted 7 years ago

We are sorry to hear that you are unhappy with our service, especially with missing items too. We can imagine this was very disappointing. If you could please email ocado@ocado.com, we can look into this further for you.

Posted 7 years ago

“Good range of products, very reliable in delivering what I ordered”

Helpful Report

Posted 7 years ago

“After an unsuccessful delivery the following happened: Have spoken to a rude customer services person that I would like to have the delivery cancelled, but he threatened me with unreasonable delivery charges. Therefore I would have to agree with rescheduling my delivery, but now the products are unwanted as I have had an horrible experience using Ocado and would never use or recommend it again. I will take the delivery to avoid abusive charges for a service that was not provided and was extremely disapointing. I will do my best to spread my final experience with Ocado in order to prevent other customers from suffering such ruthless treatment. At the end the order was cancelled and money stollen from my account.”

Helpful Report

Posted 7 years ago

We're sorry to hear of your experience with us. This is beyond disappointing and something we want to look into and have resolved for you. If you could call us on 0345 656 1234 or email us at ocado@ocado.com, we will investigate further.

Posted 7 years ago

“Easy to order. Good delivery and delivery guy was very helpful talking me through everything as it was my first time using Ocado.”

Helpful Report

Posted 7 years ago

“Ocado are extremely poor to deal with. They have let us, friends and family down with deliveries on more than one occasion. Their escalation routes are pathetic and their Directors are even worse. They couldn't care less about how their service failures affect customers. We make plans to receive deliveries and on more than one occasion they have on the evening itself called to cancel (post 23:30!). There is no regard to the fact people have stayed up waiting until then. There is no regard to the fact that they are leaving us without things we needed for the next day. When this happens Ocado don't think they should reorganise the delivery and also make it up to you. Instead they expect the customer to call Ocado again to reorder. The call centres are also disorganised as is their Twitter team who are quick to respond with the most unhelpful messages. Their entire service team all the way up to Directors is disjointed and they are just a very insincere company to interact with. One director called me the first time there was an issue which I guess was to demonstrate that "he cared". He assured me lessons would be learnt in the future but the same exact mess happened again. In retrospect this Director was just ticking a box and he probably also did it to make himself better and believe he was they type to get his hands dirty and really interact with customers. My guess is that this was a one off. Nevertheless - box ticked. This time he wasn't so keen to deal with me and in the very end palmed me off to his wider and very generic service team. It's this detachment from the impacts on us the customer that is going to be Ocado's downfall. They don't get it and are pretty arrogant at senior level. I'm disgusted by them and after 50+ weekly shops with them over the years they have lost our custom. Mistakes happen but Ocado and their directors are just arrogant. They make me feel like it is my responsibility to get my cancelled/failed delivery reorganised. They do not make me feel like my order is worth it to them but they really don't want our poor experiences to get out. From speaking to friends and family cancelled deliveries are being experienced by others and the way Ocado handles the aftermath is pathetic. What do I want? Nothing actually. The process should be: Customer places order. Order arrives as organised. If it goes wrong Ocado fix it and make it up to us promptly. Is that not simple enough? Ocado don't get that. If you challenge them or the way they operate in the way I have described they bump you off, put you into a category of "not worth it" and try to sweep it under the carpet. That's the way they come across to me”

Helpful Report

Posted 7 years ago

We are sorry to hear about your recent experience. We are always striving to provide great service to all of our customers so we are sorry for what has happened. If you do choose to give us another chance in future, we are here to help. You can call us on 0345 656 1234 or email ocado@ocado.com if you need any assistance.

Posted 7 years ago

“Great selection of products, with excellent service both at the door, online, and over the phone!”

Helpful Report

Posted 7 years ago

Ocado is rated 4.0 based on 2,649 reviews