Ocado Reviews

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

4.0 Rating 2,658 Reviews

77 %

of reviewers recommend Ocado

Company Reviews

Questions

Metrics

4.0

Based on 2,658 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

“Very polite drivers. Hardly any substitutions. No reason for me buy elsewhere.”

Helpful Report

Posted 10 years ago

“Ocado is generally very good, certainly the best online grocery I have experienced. Their customer care is excellent, for instance always advising the name of the driver before delivery. There are occasional frustrations, eg bruised fruit, spilled cream, but on the whole I rate Ocado very highly. A reduction in the minimum order value would be terrific.”

Helpful Report

Posted 10 years ago

Hey Gerry, we're pleased to hear that you've been enjoying the service overall, but really concerned to hear that you've been receiving damaged and bruised shopping. This is not how we would expect your shopping to arrive and would like to take a further look into this for you, please email ocado@ocado.com with www.reviews.co.uk in the subject.

Posted 10 years ago

Thanks for your email, Gerry. It saddens us to hear that you've received pink lady apples that were bruised. This is not the level of service that we'd expect. We've taken a look and reported back to our Warehouse management team who are looking into to how we can improve this area of the service to say sorry we've sent you a voucher by email to use on your next shop. Hopefully you'll start to see improvements.

Posted 10 years ago

“We tried all the other supermarkets' home delivery services and Ocado was by far the best. Excellent range of products, sensible substitutions and good customer service. Can't fault them!”

Helpful Report

Posted 10 years ago

“I love Ocado! It is easy to use, reliable and generally good value for money. The one hour time slots are great, most of the drivers are courteous and helpful and the colour coded bags make unpacking easier. I have started trying some of the own brand Ocado products which are good and cheaper and we all love the free samples. Over the years I have used Ocado they have continued to expand and improve the service and as a mum of three who works full time, to be able to buy anything from birthday presents to pillows alongside the weekly food shop is a life saver. Lots of my friends ask if the sell by dates are ok, and the answer is yes. Ocado are also brilliant when things don't go right and are quick to refund if goods are not satisfactory quality. I know Ocado strive to improve all the time and that is why I will stay with them. I have tried a couple of other companies but have not found them so efficient. It would be amazing if Ocado could widen there coverage to the South West of the country so I could use them when I am on holiday there!”

Helpful Report

Posted 10 years ago

“What's not to like? There is a superb range of goods available. Time slots cover the whole week and the drivers are unfailingly excellent. They are virtually always on time and substitutions are rare. I'm not sure why anyone goes to the supermarket any more-go Ocado!”

Helpful Report

Posted 10 years ago

“I have shopped on line with Ocado for more than five years on a fairly regular weekly basis. The delivery times are more often than not within the appointed hour, except once when the driver became confused about my address, The choice of products on line is immense. My orders come as ordered with very few substitutes Ocado is very good at choosing excellent delivery drivers.”

Helpful Report

Posted 10 years ago

“Generally efficient, sometimes overpriced (eg method wood floor cleaner 25% more than John Lewis?) but as a family of six the service saves me from spending every day in the supermarket. And occasionally terrible substitutes that I accept under duress because I've no time to get to the supermarket (eg rack of lamb for bake in the bag lamb laced with sugar).”

Helpful Report

Posted 10 years ago

We're pleased that we could make your weekly shopping easier for you as this always our aim. We're always looking to improve the service that we provide and thanks for your suggestion as your comments do matter to us. We'll get these passed on to the relevant teams and keeps our fingers crossed that you'll start to improvement in these areas.

Posted 10 years ago

“Very reliable, friendly staff, prices are competitive with Sainsbury/Tesco/Co-op, and you get a good choice of delivery slots and can put in a night-before order.”

Helpful Report

Posted 10 years ago

“I have been very happy with ocado for many years”

Helpful Report

Posted 10 years ago

“I'd never use any other online supermarket delivery service but Ocado. Their website is a doddle to navigate (even for an oldie like me!) and the checkout process really simple. There are always generous offers and also lots of offers on your favourite items that you've ordered before - Ocado try to tailor them to you. Occasionally I also receive a free gift or sample, and they always send a gift to celebrate the anniversary of your first order. Their products are of the highest quality, including their own brand, and the delivery men and women are a delight - always very friendly and helpful and willing to take your shopping through to the kitchen if desired (my elderly Aunt had a nice young man put her frozen food directly into her freezer once when she was feeling quite frail). All in all, a fantastic service and one which I couldn't do without!”

Helpful Report

Posted 10 years ago

“my only criticism is that the products are put carelessly into bags - and mixed up so that you might get coffee in with cleaning products and sometimes cream or yoghurt tips up and the lids come off. Punctuality is excellent and the drivers are always helpful and cheerful.”

Helpful Report

Posted 10 years ago

Hi Maggy, thanks for leaving a review. We're glad to hear you think we have a 5 star service! It's disappointing to hear about the difficulties with the packing though, cleaning products should never be mixed in with any food stuffs so this is very concerning to hear. We'd be very happy to pass on this feedback to our Warehouse team, if you can email us at ocado@ocado.com, with Reviews.co.uk in the subject, we'll do our best to help.

Posted 10 years ago

“Love the product range (the extensive organic, health-food additions over the past few years). Great offers. The fresh fish counter has also improved immensely. Super friendly delivery people. I am grateful for Ocado every day!”

Helpful Report

Posted 10 years ago

“Everyone who works for Ocado seems friendly and helpful. I like the fact that often they are earlier than expected and seldom later. But fruit and vegetables are often packaged when wet and can't be kept for long.”

Helpful Report

Posted 10 years ago

Aww, thanks for your kind words Parveen on how friendly our team are, it really means a lot to us. We're very sorry to hear though that you have been receiving bruised fruit as it is certainly not the quality of produce that we would expect. Please email us on ocado@ocado.com with www.reviews.co.uk in the subject line as we'd like to get this passed on to our Food Tech team.

Posted 10 years ago

“The service is reliable deliveries are usually within the time slot, if there is a delay they telephone to explain and are always polite. The one frustrating thing is if an ordered product is out of stock more often than not there is no offer of a substitute which if it happens to be the main meal for that day it is not helpful. Could there be somewhere to indicate if a substitute would be preferred? Otherwise Ocado makes modern day shopping a dream.”

Helpful Report

Posted 10 years ago

Gosh, it worrying to hear that you've been let down with out of stock items Patricia and for this we're truly sorry for any annoyance caused. We will try to provide you with substitute if you we are unable to fulfil your exact order. It may have been the case that we were unable to find a suitable alternative. We'll get your comments passed on and hopefully in your future orders you'll an improvement.

Posted 10 years ago

“Prompt delivery, outstanding customer service. Do wish there was a wider selection of Waitrose products .”

Helpful Report

Posted 10 years ago

Yay, it's fabulous to hear that you've been enjoying the service Mary. This means a lot to us as we're always looking to make the weekly shop easier for you. If there was anything in particular that you were after in the Waitrose range please let us know by email on ocado@ocado.com with www,reviews.co.uk in the subject line as we'd be happy to see if we can track them down.

Posted 10 years ago

“Good value for money, great choice and reliable.”

Helpful Report

Posted 10 years ago

“They are very competent and the drivers are very pleasant. Also they credit you for the odd orange which was past its prime. I tried tesco once and I do mean once. Sainsburys twice. No comparison.”

Helpful Report

Posted 10 years ago

“Have always been very happy with the service from Ocado. There is a really good selection of products and I like the prompts on forgotten items. In all the years I have been using the service only twice was there a problem getting my delivery on time, both due to exceptionally bad weather conditions and I was kept updated all the time. Ocado has made my life so much easier.”

Helpful Report

Posted 10 years ago

“This service used to be 5 star. Deliveries are mostly on time which is good. Lately A lot of the times, packages are smashed/cracked and liquid is spread all over the products. Also a couple of times food doesn't seem to have kept well. Vegtables seem to be old and not have a long shelf life. We've started to look elsewhere for veg or get frozen. Whoever picks it isn't as fussy as we are.”

Helpful Report

Posted 10 years ago

Goodness James, we're so sorry to hear that you've been receiving damaged products from us. This is not the level of service that we'd expect and we're truly sorry for any inconvenience that this has caused. It also saddens us to hear that you've been getting old veg and we'd like to report both back to our Warehouse team. Could you email us on ocado@ocado.com with www.reviews.co.uk in the subject line?

Posted 10 years ago

“Overall very good for variety and availability of stock, delivery options are excellent especially with the SmartPass, delivery drivers are friendly and very helpful. Refunds for missing or damaged items are promptly approved and sometimes arranged at the door by the driver if items are seen to be damaged then. The most serious shortcoming has always been there - packing. Too often, large heavy items are packed on top of more delicate items, such as cartons of milk on top of the bread, boxes of cat food on top of the yogurts. It doesn't happen often enough to merit a lower overall marking, but it does happen too often. If there was an "excellent" rating available, Ocado would have to resolve the packing problem to earn that marking.”

Helpful Report

Posted 10 years ago

We're glad to hear that you've been enjoying the service overall John, but it worrying to hear that we've let ourselves down from the tops marks due to packing. It saddens us to hear that the packing of your shopping has not met the highest that you'd expect and those that we set ourselves. We'd like to take a further look & get it reported back to the our Warehouse team. Please email us on ocado@ocado.com with www.reviews.co.uk with in the subject line.

Posted 10 years ago

Thanks for emailing us John, we've responded to your message and passed all feedback on to our Warehouse Management team about the packing. We hope that you will begin to see an improvement. If there is anything else we can help you with by all means please do get back in touch. We hope you're having a lovely day!

Posted 10 years ago

Ocado is rated 4.0 based on 2,658 reviews