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Ocado Reviews

4.1 Rating 2,605 Reviews

78 %

of reviewers recommend Ocado

Company Reviews

4.1

Based on 2,605 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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Drivers & website very good..(customer service not so much) however the M&S partnering publicised that prices were on par or better than Waitrose... slowly but surely prices have crept up & up (do they think we don't notice!) Waitrose equivalents constantly lower priced! After more than 10 years I'm questioning why I'm still using them...🤔.”

Posted 2 years ago

“They have the best choice out of all the supermarkets and at a range of prices. I buy free range meat and I can get more here than anywhere else. However often a lot of stuff is unavailable. This is not so bad considering there are so many other options but it can get annoying at the check out. I gave up buying icecream after 8 were unavailable one week. I like the fact I can get free delivery but the drivers are always in a rush. I don't know if they have bad working conditions or are just not given any customer service training. A couple of times they have rang to try and get to me early ( I book the slot I do for a reason) and they just dump the bags and go without any time for discussion. I told one I wanted to return the bags and the last driver rushed off before I could and his response was ,'you have to be on the ball,' It seems there is not an Ocado just for me. couldn't really believe he spoke to me like that. Shame as I love the variety but the drivers with all the others seem much more friendly and polite.”

Posted 2 years ago

“By week two we had random coordinators from different areas of the warehouse supervising our team. Colegue is diabetic wasn't aware of that as the person didn't wish to share that information but the coordinator didn't mind telling me, followed on by the person has been gone for some time what should I do?? Literally surprised since it's just common sense go look for said person , alert first aid if worried. Another again concerning people with on site issues medically are you first aider , person had no privacy either was all in the office wasn't asked to leave I just did out of respect , said chest pains clearly call an ambulance stepped out. This is to name a few issues. All you would hear is can you just Will you Can you do this , can you do that through out a ten hoir shift being constantly bothered by managers , or coordinators. Some good managers rare to see... The lazy one's hide in the offices , love to walk around every now, then to simply show face. My new manager is passive aggressive, makes me feel uncomfortable. Access to Employee details , photographs are easily obtained and have witnessed another team bring up an employee photo ID for no other reason but to mock. Incredibly unprofessional in terms of how people treat one another at times. Non stimulating Job, you are left sometimes to do the same job for hours I mean repetive actions. After four hours of bagging as an example... Any ocado worker near pick freezer will know what I mean it's really mind numbing , draining. They say progression , I agree only on the premise you are in with the specific people,get on well with them. Employees are just numbers I gave it my all to receive little help. The employee help and support is available after probation. Generic support is given until then , its unfortunate is low level, feels as if your back at school, in trouble. Looks great to begin with, deteriorates. I can see why ocado is rarely able to keep its staff. Pros are - you meet some amazing people local and in some cases make some long lasting friendships. Management are the downfall of ocado. When the CEO turns up there all suddenly about , appear busy. Little does he know or care we had to stay extra to tidy up, put things in order for his arrival specifically to appease the CEO. Things we would not do on a day to day basis. Shame.”

Posted 2 years ago

“Delivery man just dumped them on the step and drove off no time to ask about return of bags or check contents.I have never known such a delivery.”

Posted 2 years ago

“Extremely Poor customer service, has gone downhill massively. Had two orders cancelled late in the evening day before delivery due as apparently they had tried to pre-authorise payments (previously they would take payment after delivery). Apparently they do this when a customer has not ordered from them in 90 days (I had previously used them on a weekly basis for several years but stopped due to the lockdown shambles). When raising this issue with customer “support”, they said it’s in their T&Cs to which i pointed out that it is ridiculous to expect an existing customer to a) memorise the T&Cs from several years ago or b) expect them to spontaneously re-read their T&Cs, and that this should have been highlighted very clearly to exiting customers at the time of the order. I also queried why they didn’t pre-authorise at the time I made the order instead of doing it at a random point between submitting the order and day of delivery. Asked to speak to a manager and was refused! Absolute disgraceful service with laissez-faire attitude staff. What happened to you Ocado?! Have deleted account and now will be ordering from Waitrose and have advised friends and family to avoid ordering from a company that doesn’t seem to care less about its customers anymore.”

Posted 2 years ago

“Wouldn't give them 1 star. Cancel all the time either hour's before or without telling you at all until your shopping doesn't turn up. Used them 4 times and two of these times they cancelled. Never using them again. Overpriced products for the quality and service and leave vulnerable people with no way to get food. I think they forgot most on disability live fortnightly so rely heavily on these services. They don't care they say sorry and I'll relay feedback to stores meantime your searching for other supermarkets without slots for days on end. Im absolutely fuming my bloods boiling. Ocado do not leave your pathetic apology underneath my comment your irrelevant. Stay away people especially if your vulnerable and alone with no help or family. This company does not care at all.”

Posted 2 years ago

“It was my first delivery this morning and because our house is behind a wall, I waited for the driver and waved. Brendan was so thankful and said "welcome to Ocado", which I thought was a lovely gesture! I will definitely use them again, I'm very pleased.”

Posted 2 years ago

“Cancelled delivery half an hour into the delivery slot - driver couldn't be contacted. Customer services useless. Food delivered next day - but had been stored badly so packets exploded, some food off, lots of things missing. Customer services were incredibly unhelpful, then condescending then down right rude. Only solution has been to email the CEO. terrible company - who used to be great.”

Posted 2 years ago

“Food is always of an exceptional standard and as though I have picked it myself. Perishable food always has a long enough life on it. Always lots of offers and the chance to swap what is in the basket for a cheaper version. Excellent customer service, friendly, helpful and professional drivers. All in all, I am extremely happy with Ocado home shopping! Thank you!”

Posted 2 years ago

“Marks and Spencer items always out of stock. Can’t understand why?”

Posted 2 years ago

“Despite good quality products e. g. from M&S, I have had to decide to stop using Ocado. They are inexplicably alone among their many rival deliverers in insisting on supplying unwanted substitutes. and not allowing customers to specify "no substitutes". Why? It's a bad policy. The final straw was having to sort through ten plastic bags in the rain (they don't use the more practical trays) to find unwanted substitutes, which have to be rejected at the door. A ridiculous, irritating and finally deterrent policy. PB”

Posted 2 years ago

“A mother Saturday and another delivery from Ocado. As ever, lovely driver and prompt. And, as ever, several crushed or rotting items, yet another tedious call to customer services, and more time wasted. A notably worse service now that they are linked to M&S - less choice, rising prices and their ‘out of stock’ items seem to be growing by the week. Time to move on, I think.”

Posted 2 years ago

“Delivering at 11pm on a Sunday night is not acceptable, nor is it quiet!! You have to draw the line somewhere!!!”

Posted 2 years ago

“The ocado contact Centre in Sunderland is a scam I was hired over the Christmas period just to cover the phone I was not trained I was used as a donkey over the Christmas period to cover the phones during the lockdown I got felt so intimidated by floor walkers who screamed at me when asked for help I had one floor Walker tell me she takes drugs and I had a manager shout my medical records across the floor they still have my p45 I have went through investigation to investigation for them to say that I’m was trained on web chat which I have never seen I was teaching fetch, dobbies and zoom calls with no training basically the contact centre in Sunderland ocado is a fraud and I’d be careful with you private details because I had a drug dealer off me drugs but I’m the liar and to be made out these people where my friends I was abused so much the state of my mental health from the phone calls I was forced to take unfortunate I don’t have £250 and hour to pay for court fees right no so I’m going public making as noticeable as I can if I was throwing into the deep end with all of your private details and knowing one takes drugs and another offered me drugs I’m pretty sure there is many more who was hired over the Christmas period was fired or dismissal unfairly and was never trained ! I will make my self noticeably one way or another ocado is disgusting the way they have treat me and to be made out these people where my friends and they trained me on things I never even seen before is laughable change why they have fired me 6 times also give me no warning I was pulled into a room with two guys telling me I no longer work there is disgusting! I will take you to your one way or another ! And this is the copied response I got.... Further to your initial email dated 05 April 2021 and subsequent emails dated 18 April 2021, 30 April 2021 and 02 May 2021. We have been making enquiries into the situation you say you felt you were in, by speaking with the named individuals in confidence and will summarise our response to the comments you have made to date in this letter. We apologise that you believe this has taken so long however, to complete a full investigation this involves a significant amount of time as the number of people you made reference to needed to be spoken with. We hope you will accept this as our attempt to answer your concerns. When you started with Ocado, you were in a two week induction programme whereby you were trained on webchat and email. In your email you refer to the length of service of the trainer; the time in which your colleagues have been employed by Ocado is irrelevant to their ability to train. You mention that you believe that the room you were in did not meet COVID safety standards, as a Company we have a duty of care to all employees as such we worked closely with Public Health England (PHE) who supported us in making sure the necessary measures were in place. These measures were ever changing however, exceeded all recommendations by PHE regarding social distancing at the time of your training. If you felt uncomfortable with this you could have mentioned this to management and we would have explained what we were doing to make the office COVID safe. You refer to an email which you say you sent in confidence to a manager regarding needing additional support. The Team Manager in question made a Quality Coach who you had previously worked alongside aware that you felt you would benefit from some additional support. The Quality Coach sat with you to go through what you felt was a difficult ticket, she explained the required process for dealing with such a situation. Following this intervention and additional support from the coach you appeared. Please share as much as you can until they see this!!!!! But yet I was moved from desk to desk to desk every day I was never on the same desk ! I have witnesses so I’m ready for the battle !!!! I will not let this go my life is way more important and that place has damaged me !”

Posted 2 years ago

“I booked some sandwich platters 4 weeks in advance of needing them for my fathers memorial service.Ocado gave me less than 48 hours notice that would not be delivering them. I received a 10 pound voucher which under the circumstances was of no value or use to me. Ocado told me it was national supply issue and there was nothing they could do. Extremely let down by a company that should have done more to help me, they basically didn't care as I have absolutely no impact on their business and income.”

Posted 2 years ago

“I ordered a whole shopping list of food which was obviously for a party. Put the order in three weeks prior to delivery so plenty of time to get the correct items in stock. The order arrived minus 3 sandwich platters. That was all of the sandwich platters that I had ordered! What’s the point of offering food for entertaining if you send out an order with something as basic as sandwich platters missing. I rang Ocado to complain was told a manager would ring the following day that was followed a couple of hours later up by an email saying that a manager would ring me back within 24 hours. More than 24 hours have passed and I’m still waiting. Terrible customer service.”

Posted 2 years ago

“My first order as I was offered free delivery. I read reviews and was concerned especially as paypal authorised £6 more than my bill showed( this was not VAT). This unsettled me. After my order was delivered paypal was debited for the correct amount. My order was complete,no substitutes and undamaged but there was nothing time critical or difficult. I probably wont use them again as the food was overpriced and I didnt like the way they preauthorised what appeared to be a random amount of money from paypal. Feel safer with Tescos and Waitrose”

Posted 2 years ago

“10+ years I've spent over £200 a week with Ocado & it means nothing to them. They go to ZERO lengths to help their customers. Their customer service, this morning from Irene, was the usual poor, regurgitation of platitudes about how she apparently 'appreciates' how I feel, which just by the intonation of her voice, was super clear, that she did not. Officious, bossy, unhelpful managers just back up their repetitive so called 'customer service' person. What is sooooo clear, is that do they give a damn about loyalty, or the £12.5K, that until today I used to spend every year, by talking down to me like a naughty child. No records taken, no offers of how to make it right, JUST "NO, I APPRECIATE HOW YOU FEEL." Like most customer service in this country, its just an easy job for those who care not one bit & for whom blowing actual paying customers off is a pastime. I'm glad Ocado is doing well enough to throw me away. Since they lost Waitrose, I've needed a reason to abandon ship - thanks useless phone people!”

Posted 2 years ago

“Slowly but surely range on offer getting worse and more expensive”

Posted 2 years ago

“Terrible service. Informed 15 minutes before delivery that the sandwich platter was missing from my order which ruined my plans for the day. Then received an apology by email that was full of spelling mistakes”

Posted 2 years ago

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Ocado is rated 4.1 based on 2,605 reviews