Ocado Reviews

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

4.0 Rating 2,657 Reviews

77 %

of reviewers recommend Ocado

Company Reviews

Questions

Metrics

4.0

Based on 2,657 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

Filter: Rated 5 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Superb online shopping experience. I gave up with waitrose after struggling with their unreliable system. Order for del between 10 & 11 and doorbell went at 10.02! ALL order complete, in code and packaged really well. I will most definitely be using them more regularly.”

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Posted 10 years ago

“I have been using Ocado for years. The app is streets above any others and continually they come up with improvements , substitutions are rare and usually sensible, their service is excellent and they are competitively priced. It makes my life so much easier and I love it!”

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Posted 10 years ago

“Ocado are totally reliable. They have the products you need, deliver on time and are highly responsive if they need to fix a problem. Their drivers are the best in the business. Ocado leave the competition standing still, way behind them.”

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Posted 10 years ago

“Great online deliver company to shop with. Very rarely is there an issue, but if there is, it is dealt with promptly and with excellent customer service. Quality of food is very good.. Everything is fresh and in excellent condition. You never get any duff fruit or veg and it always lasts. Drivers are very friendly and well mannered.”

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Posted 10 years ago

“Great service. Drivers invariably polite, friendly and lovely. Timing excellent. I think my only frustrations are that twice I've rung Customer Services and they've said they'll call back and haven't, and that sometimes there is a problem with a supplier (eg substitutions again and again for the same product, same supplier but they don't notice). Very high quality of food, prices are fine, website works well.”

Helpful Report

Posted 10 years ago

Hi Lucy, we're really pleased to hear you're enjoying the service for the most part, but it's very disappointing to hear that you've not received call backs when they're been promised to you. We'd be really keen to look into this if you can email us at ocado@ocado.com, with Reviews.co.uk in the subject. We're sorry to hear that you've been receiving some repeat substitutions, we closely monitor the reliability of all our suppliers and will often remove products which the suppliers have been unable to consistently deliver. As a rule we try to give as much leeway as possible, as we wouldn't want to diminish the great range of products we offer, so we do our best to work with suppliers to overcome difficulties, we're very sorry this hasn't been your experience with some products.

Posted 10 years ago

“Ocado help me with my busy life. They are reliable, friendly, kind, dependable, honourable and always keen to know how they are doing. Keep up the good work!”

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Posted 10 years ago

“A fantastic service. All your drivers are helpful and courteous. My only criticism is the randomness and quality of the packing which sometimes lets you down. I like the addition of the Fetch and Sizzle services and frankly the more of my shopping I can get from you the better!”

Helpful Report

Posted 10 years ago

Hi Jane, we're delighted to hear you've had such a fabulous experience of our drivers and our service. It's worrying to hear of your negative experience regarding the packing though, it should never appear random as it certainly isn't! We put a lot of time and effort into ensuring all items arrive in tip top condition so it's very worrying for us when this is not the case, we hope that you've got in touch with us whenever this has happened. If not, please do email us at ocado@ocado.com, and include Reviews.co.uk in the subject. It's great that you love our Fetch and Sizzle services, keep your eyes peeled for more in the future :)

Posted 10 years ago

“I work long and awkward hours so my time is valuable. To be able to spend 5 minutes on the train to work ordering on my phone what would otherwise take at least an hour out of my day is brilliant. I can focus on the things that I need rather than the random items that I often buy when I go to a shop. Prices are competitive and quality is excellent. On the odd occasion that an item is not up to standard, a refund is given.”

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Posted 10 years ago

“I love Ocado, you always turn up on time, and on the very rare ocaisions when you can't, you let me know so I can plan accordingly. Your drivers are friendly and always carry my shopping through to the kitchen, your customer service staff are brilliant I don't think there's another company I deal with (maybe Apple) who get that bit so right. I love my Gold Pass, I love my free gifts, I love the website which is simple and easy to use but with lots of interesting helpful features, I've been using Ocado for at least 12 years and plan to use you for many more.”

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Posted 10 years ago

“Excellent service. Couldn't reccomend more”

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Posted 10 years ago

“The best online supermarket shop I've used by a million miles [and I have tried them all]. Substitutions vanishingly rare, sell by dates as long as they come and quality consistently good [apart from soft fruit which can be a bit squished]. Comparison on price surprisingly good too - I recently had to shop with another supermarket [on holiday out of catchment area] and was surprised to find they were definitely more expensive. I have no intention of using anyone other than ocado again!!”

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Posted 10 years ago

“love the choice and ranges - most reliable food shop delivery service i've used.”

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Posted 10 years ago

“Always on time with there delivery! Not very often that you get missing items. Shopping is always packed with care...... And you save the environment by them taking your bags back.”

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Posted 10 years ago

“Reliable deliveries of good quality food, with a good choice of brands and delivery slots. Have tried other delivery companies whilst vacationing in the UK but none have exceeded the service, food choices or reliability of ocado.”

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Posted 10 years ago

“Excellent product selection and very fairly priced. Ocado have deliveries down to a tee. When the need arises to contact customer services I'm treated like a real person which is something that is sadly lacking with many companies these days. All in all I wouldn't shop anywhere else! Well done Ocado.”

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Posted 10 years ago

“Excellent service - good range of products, easy-to-use website/app, one-hour delivery slots (often available within 24 hours), punctual deliveries, and efficient delivery drivers and customer services. The only down-side is that sometimes the bags are badly packed, leading to some items arriving damaged - but on these occasions it's easy to request a refund for the damaged item via the website or app, so it hasn't put me off. I would definitely recommend Ocado.”

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Posted 10 years ago

Thanks for leaving such a great review Elizabeth. We're sorry to hear that occasionally the packing lets everything else down, but we're glad this hasn't put you off :)

Posted 10 years ago

“The products are always available & of great quality. Drivers are courteous, polite & very helpful. Delivery is always easy to arrange.”

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Posted 10 years ago

“Completely reliable service. Excellent choice of groceries, excellent tasting fresh fruit and vegetables. I've been a regular customer for years.”

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Posted 10 years ago

“Great time slots, quality better than supermarkets, fantastic diverse range, customer service and drivers beat all supermarkets including Waitrose hands-down.”

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Posted 10 years ago

“I love the Ocado app. It doesn't judge me for changing my order twice a day! The hour delivery slots are good. My deliveries are always within the time, never late. All of the drivers are so friendly. Rarely substitutions and I get an email in the morning to tell me if anything is not available. Great deals that don't expire if I change my order.”

Helpful Report

Posted 10 years ago

Ocado is rated 4.0 based on 2,657 reviews