Ocado Reviews

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

4.0 Rating 2,641 Reviews

77 %

of reviewers recommend Ocado

Company Reviews

Questions

Metrics

4.0

Based on 2,641 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

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

“Awful customer service, awful payment pre authorization protocol I mean are Ocado a hotel or a supermarket? We had a shop booked for delivery and the delivery didnt turn up. I then found an email from late the night before the shop was due telling me my shop would not be delevered approximatly 12 hours later as my bank had not let Ocado pre authorise £100 the day before the shop was due! In the past I had used a credit card for Ocado and recently swapped the payment method to two registered debit cards, one of the debit cards is used specificly for grocery shopping and online purchases, i noticed the balnce was low and transfered in somefunds about 10pm the night before the ocado shop was due and thought no more of it only to fast forward 12 hours to find out oh no my shop has been cancelled because I did not pay for it the day before it was due! No other grocery company does this to the best of my knowledge as standard practice as what if adverse weather occured on the delivery day and Ocado have your money but you have no shopping you would have to wait for a refund... I spoke to three members of staff at Ocado all implied this was my problem and my fault, I asked what they were going to do to help me as the shop was for a familly birthday my wifes 40th birthday and I informed customer services I was currently recovering from surgery after an accident and had limited mobility and as the only driver in the familly could not just pop out and go to a supermarket, they didnt care and there attitude in my opinion was north south divide they seem to treat southern customers completly different to northern customers as my mother who lives in London had the same problem yet she received a phonecall telling her her payment card was declined and she provided alternative details and had her shop delivered... 1.why did nobody call us and say please provide an alternative card 2. Why did ocado not default to the next registered debit card and use that as a payment method? 3. Why are Ocado allowed to charge you for groceries the day before they deliver 4. In my opinion NEVER shop with Ocado as they are not customer focussed they are Ocado Focussed.”

Helpful Report

Posted 7 years ago

Hi Adam. Thanks for taking the time to leave us with your review, we are sorry to hear about your trouble. At Ocado, we always take payment for your shopping after it's been delivered. As the order is processed we may pre-authorise an estimated amount of your order including a little extra for bags and priced per weight items. Should your bank deny this pre authorisation, your order will be automatically cancelled, this is the same for all customers. Should your order be cancelled, you would need to re book the order. Should you have any trouble in doing so, we would always be more than happy to help. In regards to your questions; the cancellation is automatically done by the system. We would never take payment from another card automatically without your permission. You are not charged for your order before it is delivered, you are charged once the delivery is made. You are more than welcome to read about our payment process in our Terms and Conditions. Alternatively, give us a call on 0345 656 1234 and we will be happy to assist you further. - Victoria

Posted 7 years ago

“First time I've taken the time to use them and one of the voucher codes I'm always getting. Order was easy and free delivery. Delivery guy was on time and very chirpy. Food was most of what I normally order from other supermarkets but gave me more choice. Will use again”

Helpful Report

Posted 7 years ago

“Ocado proposes very good products at a good price. The thing I like the most is the plethora of products offered. However, I don't order organic vegetables anymore because they were always rotten and I had to take pictures and send it to the customer service each time to obtain a refund.”

Helpful Report

Posted 7 years ago

“First time I used this online supermarket. Service was fantastic driver was so friendly, explained about the service bags had fridge freezer etc on the bags. The receipt was so helpful as told you the days the food needed to be used. Very happy with this online shop.”

Helpful Report

Posted 7 years ago

“Never ever order from Ocado. I have never had a problem free order. It is Holy Thursday I have 17 people coming to lunch tomorrow. I was told this afternoon that my order was running 2 and 1/2 hours late. I have just received a phone call from the driver who is now not going to deliver my order. There is no delivery slot for tomorrow morning! They are cancelling my order. I have called your call line and was then spoken to very rudely by your representative, Bob who hung up on my husband when he got cross with about rude he was being. Your customer service is appalling. Your service generally is appalling. I will never use you again and will be publicising my dissatisfaction as widely as I can. P.S I put 1 star because I had to”

Helpful Report

Posted 7 years ago

We are very sorry to hear this Elizabeth, we can certainly appreciate the disappointment caused especially due to the circumstances you have outlined. It's disappointing to learn of your trouble with one of our advisors, and this is something we can look further into. Please kindly email us at ocado@ocado.com, or even call again at 0345 656 1234 so that we can look into this for you. - Anna

Posted 7 years ago

“Always fresh food delivery on time very good customer service highly recommended”

Helpful Report

Posted 7 years ago

“I have just found Gradz Breads only available at Ocado. Good selection of Gluton free, Rye, etc. they are extremely good. The best breads I’ve tried for ages.”

Helpful Report

Posted 7 years ago

“Quick and easy ordering - love that they accept PayPal as a payment method as it's so much more secure and convenient.”

Helpful Report

Posted 7 years ago

“great quality good and no delivery charge. Very happy with customer service and the delivery driver wasfriendly and informative!”

Helpful Report

Posted 7 years ago

“Had a delivery driver who had a very aggressive attitude towards us sorry to say but looks like you need to be on top off things Will never ever use Ocado again They just racist drivers”

Helpful Report

Posted 7 years ago

This is very concerning, George. We'd like to investigate this further so please do send us an email to ocado@ocado.com including this review so that we can assist you further and include as much information as possible. - Christian

Posted 7 years ago

“Amazing vegan and gluten free options”

Helpful Report

Posted 7 years ago

“Excellent service always delivered with scheduled time ... rarely have missing items ... can’t live without it”

Helpful Report

Posted 7 years ago

“Tried Ocado for the first time. They sell some quality products. Was looking for a particular wine that I couldn't get anywhere. They had it. Also good price. Ordered and was delivered by a very polite man - really nice to meet friendly, polite staff. Will be ordering again and hope for the same customer service, so missing from other stores these days.”

Helpful Report

Posted 7 years ago

“Not for the first time, an Ocado delivery van LK67OPA has woken us up early (for us) in the morning. Leaving their engine running whilst parked outside our next door neighbours house for nearly 15 minutes before 7.00 am, is out of order. Last time we had to complain, the driver also left his radio on, blasting out some terrible noise.”

Helpful Report

Posted 7 years ago

Hi Mike. We are sorry to hear that you have had some inconvenience with our driver, I hope that you have made us aware of this so that we can report the feedback to our Driving Team! Our staff are well trained in their job and we would expect for them to be polite and considerate of neighbours when making their deliveries. Please do send us an email to ocado@ocado.com including this review so that we can assist you further. -Christian

Posted 7 years ago

“I found my dog's diet food for a great price on Ocado, which would have been almost twice the price somewhere else, and not only was I able to pick a narrow time slot that meant I wouldn't have to wait around for hours at home for the delivery, but the delivery was right on time. Then after I got my delivery I realised I'd ordered too much, something that was 100% my fault so I called to see if I would be able to return some of the dog food, Vicky the customer services rep' was really helpful and friendly, said it wouldn't be an issue and that I could return as much as I wanted, she even offered to call me back so I could work out how much I wanted to return, and then followed up to with another call to let me know someone would be round to come collect the items the next morning. Once again the driver that came to collect the bags of dog food, Richard, was really friendly and helpful. The best customer service experience I've ever had, and the reason for the return wasn't even their fault it was mine.”

Helpful Report

Posted 7 years ago

“Always good communication. Good offers and friendly delivery people. Fantastic”

Helpful Report

Posted 7 years ago

“Excellent range, fast delivery, all goods delivered. V happy”

Helpful Report

Posted 7 years ago

“Quick and easy delivery service with lots of options.”

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Posted 7 years ago

“Reliable and great value and great offersand flash sales quality in all respects with a wide choice! PERFECT!”

Helpful Report

Posted 7 years ago

“This service is unacceptable.... I cancelled my order within the timescale by removing items from my basket and checked out, this stated that it was editing my order. I then checked the app and it stated that there were no deliveries scheduled hence thinking it had been successfully cancelled.... how wrong was I. I woke to a text from Ocado telling me my order would be delivered. After 2 phone calls and an email to customer services I received a call from a manager insisting that nothing could be done. I must take the perishable items or still be charged, even though in my view I had cancelled everything. Terrible service, very unfair. I WILL NOT ever use them again and will tell everyone I see about this poor service.”

Helpful Report

Posted 7 years ago

We apologise for the disappointment caused Lucy, emptying your basket won't cancel your order as when you're making changes you need to checkout to confirm changes you make, and it's not possible to checkout an empty basket. We'll pass your feedback on to the relevant team so hopefully make this more clear.

Posted 7 years ago

Ocado is rated 4.0 based on 2,641 reviews