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

Write Your review

Tell us how Ocado made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

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

“First and last time ordering from them. Slot time was between 11am - 12am it is now 14:35pm. This is absolutely ridiculous.”

Helpful Report

Posted 5 years ago

“Although the order was slightly mixed up the resolution was proposed and sorted straight away to my satisfaction by Sean Corr. Polite and professional, and asset to the Ocado team. Never had any problems before and will sure to purchase again.”

Helpful Report

Posted 5 years ago

“Very unreliable service! While waiting for my delivery at the time I suppose to get it (Thursday night) the driver just called and cancelled my delivery. Then me calling the Ocado while the system still says my "delivery is on it's way on time" but costumer service is saying, they can not do anything and there is no delivery available for another 2 days! And they cancel my order! I spent a good time on creating the online basket for the event I'm holding on Friday midday. And now there is no shop open for me to buy the food and nothing I can do in the morning because I have to be at work!!! This is terrible and so irresponsible of them! Very disappointing. I won't shop again from Ocado cause I can not trust them anymore.”

Helpful Report

Posted 5 years ago

“Never Using this horrible company ever. Makes sense why the customer service review are low. They decided to send me an email that my order has been cancelled the night before at 11 pm ? Which professional company does that? I requested from work to start late in order to receive this order and woke up at 5:30 only to see that it has been cancelled! Then I see I can’t even reorder with the 25£voucher I had a a new customer so probably this was a trick to pull people in and then don’t actually provide the voucher!!!”

Helpful Report

Posted 5 years ago

“I have been using ocado for a while. Even though service is professional their support is very arrogant and sometimes even threatening in their emails. More then one time they used to blame me as a customer for something. Word of advice try to respect your customers and maybe hire a lector to write your generic emails because they come hostile.”

Helpful Report

Posted 5 years ago

“Very poor customer service. It was my first experience with Ocado. The price quoted was different to what was being charged and there were no items in my delivery that had to be weighed etc. My delivery also cancelled. I rang to speak to a person on the team and the delivery slot was gone minutes later leaving me without groceries for the week. I will be sticking to Tesco or Asda in the future who I have never had any issues with. I’m not surprised that reviews on here overall are poor. I just wish I checked them out before placing my order. Good riddance!”

Helpful Report

Posted 5 years ago

“- There is a live link for 35% discount advertised on their website -link not allowed to share here-, but they seem to blame search engines for not updating their cached pages, well if that the case take the page off your website! - Customer service agent (Steve T) provide a very poor service on top of this and said the offer is not valid, suggested a lower discount and rudely implied that I don't understand the situation (although I do run an e-commerce business!). and told me to either take the discount he offered or leave it. - I did not proceed with my order as a first time customer as a result. If they are competing agains Tesco, Sainsbury's, Waitrose etc but they are more expensive, and customer service is really bad.”

Helpful Report

Posted 5 years ago

“I have just checked receipts from other deliveries I have had from acodo due to the suspicious way the driver just took 1 of the bags my shopping was in because it was double packed(completely unesseraly as was a light bag) only to find that I haven't paid for the 5 bags I have received but 13! I have been over charged on my last few shops by bags being added to the shop. I am housebound and I'm very worried they are doing this to lot's of people like myself. People please check receipts carefully.”

Helpful Report

Posted 5 years ago

“Quality of products and service.”

Helpful Report

Posted 5 years ago

“Great on the phone and delivery service, good quality food at my kind of prices .. will be planning on using their service again.”

Helpful Report

Posted 5 years ago

“V good service”

Helpful Report

Posted 5 years ago

“What a great service I received. From ordering on there very good website to a very professional delivery driver. Everything was open and honest and the produce looks really good.”

Helpful Report

Posted 5 years ago

“Great prompt service, Ordered Wednesday evening, Chose a time slot and my Royal Canin bulldog food arrived promptly Thursday morning, Excellent service.”

Helpful Report

Posted 5 years ago

“Ordered bulldog food Wednesday and arrived Thursday morning in a time slot that suited me, Excellent”

Helpful Report

Posted 5 years ago

“Ordered for the second time today and I can’t rate it highly enough. The food is good quality, the app is very responsive and user friendly and the price is not much more than our usual Aldi shop. I like having more time to choose what I want rather than rush round a crowded supermarket with very narrow aisles. You can add items if you forget them and both drivers have arrived on the dot and are extremely polite”

Helpful Report

Posted 5 years ago

“Reading recent reviews I wonder what on earth has happened to Ocado? I have been using them every week for 15 years and can honestly say I have never had a an issue with them. Polite, helpful drivers; rarely a substitute; almost always within the time slot, so why are so many people disgruntled with them? Personally I wouldn’t use anyone else for my grocery and pet food deliveries! Thank you, Ocado!”

Helpful Report

Posted 5 years ago

“Neil in the Onion van was an excellent delivery man. He was friendly and helpful, putting the bags where I could reach them easily. Simple things like commenting on my rather vociferous cat and having time to fasten back a stray branch of wisteria over the door made the difference between having a polite but robotic person and a genuine friendly chap delivering the shopping.”

Helpful Report

Posted 5 years ago

“Two failed deliveries in one week, no phone calls just standard emails in the spam. Sadly Ocado has fallen to pieces, it’s clear from other reviews that they are experiencing serious operational issues and yet even though I spent the day on the phone yesterday trying to resolve issues they said it was only an issue for me. That is evidently not true and it’s disappointing that they are so arrogant to think I would believe that. Not only did the delivery not turn up, the website was broken and I couldn’t check out the replacement order, the live chat was also down. The customer service team could do nothing other than chase IT for a fix. Despite being assured that the replacement order would arrive in time for a party, guess what it didn’t. I shop online because I don’t have time to go to the shop, I certainly don’t have time to do the order twice from scratch and spend a day on the phone. I will not be using Ocado again and I suggest you think twice about using them. What was once a good service has gone to pieces, not acceptable at all.”

Helpful Report

Posted 5 years ago

“Very disappointed with Ocado deliveries. We booked our groceries delivery between 8:30-9:30pm today. The driver never arrived, he didn't call or text, the Ocado app didn't update the details until 10:45pm - "unable to deliver"Really? I was at home all evening expecting the delivery to be able to cook dinner and feed my kids breakfast tomorrow morning! No groceries no breakfast and all shops are shut now. But who cares? Ocado doesn't. And guess what - apparently the driver was late and gave up on delivering to our house! On top of that the most unhelpful customer service! When we called to find out about the delivery - they said they are unable to redeliver and suggested rebooking for 4pm next day! 4pm! Really? I have no food to feed my kids before the school tomorrow! How appalling is that! I would have expected Ocado to aim to rectify the problem and at least deliver our groceries first thing tomorrow morning. They made no effort to address the problem and left the customer seriously let down. Very unreliable and unprofessional service. Be warned if you are considering signing up!”

Helpful Report

Posted 5 years ago

“Terrible service! This is the first time I have used Ocado and never again. They completely cancelled my order and refunded me 10 minutes before the food was due to be delivered saying there was operational issues. I think this is totally unacceptable. In way of compensation, they offered me a voucher for the same money that I was also getting off from the shopping I had ordered - that is not compensation at all! Very disappointed”

Helpful Report

Posted 5 years ago

Ocado is rated 4.0 based on 2,641 reviews