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

“Reliable on quality, service and delivery times. The best.”

Helpful Report

Posted 10 years ago

“I have been more than happy with Ocado since Day 1. The service is second to none. My only reservation is the packing and I know you have had problems with this yourselves. When I have to ask for a refund, it is more often than not, because of damage/leakage from items due to incorrect packing. Eg crown cap beers just loose in a plastic bag, expensive wrapping paper in a ro completely flattened, nectarines squashed. Otherwise I am happy and the fact that you offer such a simple system for refunds has kept me loyal to you.”

Helpful Report

Posted 10 years ago

Hi there Roz, we're so pleased that you've been more than happy with our service since Day 1. But we are disappointed to hear that you have had issues with packing, causing some of your items to be damaged and to leak. We're quite surprised about this, as we take great pride and care in our delivery service and always make sure your shopping is delivered in top top condition. We'd love to pass feedback on to our Warehouse Management team so that further training can be issued to our packers if needed. If you can email us at ocado@ocado.com with your username and Reviews.co.uk included in the subject, we'll be able to look into this further for you. We hope this helps Roz and we hope you begin to see an improvement in the packing.

Posted 10 years ago

Hi Roz, thanks for your email., we're sorry that we had a few problems viewing the message, You'll be pleased to hear that we've reported your comments about the packing of your orders with our Management team. Finger crossed you'll see an improve in your future orders. If you do have any problems or questions, please let us know right away and we'll take a look for you. Hope you enjoy the rest of your day.

Posted 9 years ago

“I've shopped on-line with other supermarkets but have found Ocado to be consistently the best. Substitutions are rare and the deliveries are reliably on schedule. I particularly like the "flash" sales where there are certainly bargains to be had.”

Helpful Report

Posted 10 years ago

“Next to other home shopping deliveries I find Ocado the best. The staff are always polite and helpful. If there have ever been any small issues e.g. broken eggs I have had no problem in being reimbursed. Customer services are very helpful. Great work Ocado, nice to see that customers still matter to someone!”

Helpful Report

Posted 10 years ago

“Ocado provide an absolutely excellent service, from the ease of use of the online purchase system to the grocery delivery. They provide comprehensive stock information so the customer is only very rarely disappointed upon delivery by substitutions or missing items. Lists are date organised and usefully detailed and always accurate. It is not necessary to inspect the costs and special offers on the invoice to see whether discounts are applied, unlike with other retailers I have used. Breakages, leaks and substandard items sometimes happen but Ocado deal with these quickly and accurately and this can be done on line without the need for long telephone discussions. I would highly recommend Ocado from whom I do my 'Waitrose' shopping.”

Helpful Report

Posted 10 years ago

“Excellent service. Always arrives on time and the drivers are really friendly. Any issues are resolved very quickly.”

Helpful Report

Posted 10 years ago

“Excellent service with very fresh produce”

Helpful Report

Posted 10 years ago

“Good reliable service, rarely are there substitutions and the deliveries are always in time. Delivery people are courteous if a little erratic of late.”

Helpful Report

Posted 10 years ago

“I've used Ocado for several years. I'm very happy with them and am now so reliant on the fabulous app on my iPhone that I can't see myself changing to another delivery service.”

Helpful Report

Posted 10 years ago

“We have used them for 5-6 years. In all that time we have had trouble (delayed/canceled delivery/unavailable items) with a total of 2 orders - and the trouble was rectified the same day. All other times, they are on-time, delivered quality products, no quibbles over returns and offered best prices on the market (for same quality goods). Ocado provides the freedom to spend more time on "life" as opposed to running to the shop for a family of 4 - including having groceries delivered on the door as we return back late to an empty fridge from 4 weeks' holiday (after regular shops have closed).”

Helpful Report

Posted 10 years ago

“Ocado is excellent for fresh foods, wisely sourced. Its own range of products is very good too. My only gripe is that it is not as good on some ethnic foods - notably Indian and Middle Eastern/Arab/Turkish foods - as Sainsbury's and Morrison's. Egyptian 'ful' beans, tinned cooked aubergines (imam bayildi), the tastiest falafel, are not to be found there, despite its good range of e.g. Chinese foods.”

Helpful Report

Posted 10 years ago

Hi there Gill, thank you so much for your feedback. We're so pleased that you love our fresh foods and in particular our own range of products too. But we are sorry that you've found we don't have as wide a range of ethnic foods as other supermarkets. Did you know that we have a product request option on our website? We always aim to provide the biggest range of products possible for our customers, and we believe in listening to what you want. So to do this we have introduced a product request option, which can be found when you search for a product that we do not stock, as well as at the very bottom of every page of the site. This information is then forwarded directly to our Trading department so that they can review the request, and consider stocking the product in future. After you've submitted your request, keep checking the website and hopefully you will see your request added to our range. We hope this helps Gill and we hope you continue to enjoy your shopping experience with us!

Posted 10 years ago

“I've been shopping with Ocado for over 10 years. I use them weekly and have a smart pass with I think is good value for money. I steer clear of Ocados own brand produce because is is of poor quality and is not always the cheapest option. However the fruit, veg, dairy and meat produce from Waitrose and other suppliers is usually very fresh and good. Ocado stock so many healthy and free from options at a competitive price that I needn't go elsewhere. Obviously they can't get everything right and some times eggs are broken or fruit is squashed but with no quibble refunds I really can't complain.”

Helpful Report

Posted 10 years ago

We're so pleased that you've been happily using our service for over 10 years Zoe, thank you for being such a loyal customer of ours! But we are sorry to hear that you've found our own brand produce to be poor quality and not always the cheapest option. This is very disappointing to hear as we take great pride in the quality and value of our own brand products. We're also sorry to hear of the occasion when your eggs have been broken and your fruit has been squashed. We'd certainly like to pass feedback on for you regarding these issues, as we value all feedback we receive from our customers to help us see where we can improve. If you can email us at ocado@ocado.com with your username and Reviews.co.uk in the subject, we'll be able to pass feedback on for you. We hope this helps Zoe and hope you enjoy many more years with us!

Posted 10 years ago

“Brilliant service - we have used Ocado for over a decade now and we can't imagine doing our grocery shopping any other way! ... One hour delivery slots, courteous delivery drivers, good quality food, a large range of non-food items, free 'gifts' and 'trial' items regularly, any (very occasional) problems are always remedied quickly and appropriately. What's not to like?!”

Helpful Report

Posted 10 years ago

“I have been ordering from Ocado for years, ever since I was let down dreadfully with my Christmas order by Tesco on-line, where they only delivered 25% of what I ordered and didn't offer any apologies or compensation for the difficulties they caused me. Ocado have always been briiliant. I rarely get substititions and on the very rare occasion a delivery has been late I have always had a phone call from the driver to explain the delay and to advise an ETA. I pay £10.99 monthly for the smart pass service so that I can get deliveries whenever I want without paying the delivery fee (usually twice a week) and I also get an additional 10% off many brands too. On brands pricing is matched (or lower) than Tesco and Asda and otherwise I know I am getting Waitrose quality for fresh fruit, vegetables and meat etc. Ocado truly is a brand to trust and I recommend them to everyone I can whenever the subject of home food delivery comes up!”

Helpful Report

Posted 10 years ago

“Prices very competitive versus other high street chains. Drivers always arrive in the time slot specified, rarely out of stock on the website and even more rare to get a substitution on the day. No problem to get refunds if anything is accidentally damaged in transit (again rare) worth every penny in my opinion!”

Helpful Report

Posted 10 years ago

“I love Ocado. The ap is brilliant and it saves me loads of time. Mostly the fresh produce is of good quality, and there is a good range of products. I have an annual pass and it works out as being very good value.”

Helpful Report

Posted 10 years ago

“Courteous delivery people, good quality products and easy to return unwanted items.”

Helpful Report

Posted 10 years ago

“Deliveries usually bang on time. Occasional queries with items ordered sorted out quickly. Polite, courteous and helpful staff.”

Helpful Report

Posted 10 years ago

“I use Ocado because they are reliable. They 99% of the time have what I have ordered without substitutions, they are on time in a 1 hour slot, the delivery people are polite and helpful, and the prices are good. They have a very wide range of products, I can order for my dog from FETCH to come with the order. All in all, a great service.”

Helpful Report

Posted 10 years ago

“Always on time, with a wide range of goods, well priced. When delivered the items are well packed and if not any issues dealt with promptly. There are rarely substitutions but if there are, they are wholly appropriate and sensible.”

Helpful Report

Posted 10 years ago

Ocado is rated 4.0 based on 2,649 reviews