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

“I'd like some kind of membership scheme (something along the lines of Boots Advantage Card). I've been with Ocado for over 8 years and spent must be close to at least £60-70K. It would be nice to get money off vouchers back etc etc. Ocado are still the gold standard of grocery deliveries. Your drivers are tremendous and are such a brilliant group of professionals. Thank you. Your call centre staff can be abrupt, not very friendly and to be honest, I try to avoid calling if I can. For example:- I tried a new Gousto box but the meat was quite simply terrible; i.e. it stank. You cannot do partial refund requests and only have a limited choice of reason to "tick" to get the refund. I had a call from a member of CS saying that they would not do a whole refund but only return the price of the vegetables in the box. The problems I had with this were:- 1. the presumption I was trying to "fiddle" them - this would make sense if you heard the attitude from the CSA 2. the problem wasn't with the veg but the meat. I had to point this out several times and had to repeatedly tell the CSA that I only wanted to complain about the stinking meat. 3. It eventually was sorted out but believe me, I was left in knowing in no doubt as to what a huge favour your customer service team did me. It was really quite a shoddy way to talk to a loyal and lovely(!) customer. Your product range is expanding and is quite incredible really, I love trying new things. The bottle of wine or box of chocolates every year as a "thank you" is lovely. Would it be possible to link "Fetch" and "Sizzle" to the same Ocado password? I cannot remember the Fetch one or the Sizzle one so end up going to Pets at Home or using Amazon. Other than that, I still adore Ocado and still rate you as the very best! Many thanks”

Helpful Report

Posted 10 years ago

Hey Jane, we're very concerned & shocked to hear about the level of service that you've been receiving from our Customer Service team as this is not what we'd expect at all. We're truly sorry for any annoyance or upset that we've caused you. We should hang our heads in shame. We hope you can find in your heart to forgive us. We've passed this on to our Management team to see how we can improve in this area of the service. We'd also like to thank your for your suggestion about a loyalty scheme & we've passed this on to our Marketing team for their consideration. We hope this helps. Have a lovely weekend.

Posted 10 years ago

“the drivers are lovely, food fresh, and if there is a problem, ocado will sort it, they are trustworthy, I love shopping with ocado, and so do my family”

Helpful Report

Posted 10 years ago

“Friendly, professional drivers. Easy ordering, good selection. Fresh, excellent quality produce. Like the environmenaly friendly re- use of carrier bags and 'green ' delivery vans.Always confident delivery will arrive in the allocated time- slot with minimal (0 or 1) substitutions.”

Helpful Report

Posted 10 years ago

“good service lots of choice rare substitution delivery on time”

Helpful Report

Posted 10 years ago

“I have used other online delivery companies but always come back to Ocado. Great range, especially organic now, and decent prices although quality can vary. It would help to be told on the website if eg fresh caulis are small this season for whatever reason so that we can cater accordingly. Some drivers need to be reminded that customers book their timed slots for a reason and, although always worth checking with the customer, it may not be convenient to take an earlier delivery.”

Helpful Report

Posted 10 years ago

Yay, we're glad to hear that you keep coming back to us Pauline and your kind words mean a lot to us as our aim is always to impress you. Thanks for your suggestion about your comments on the information that you would like to see on the website. The information we currently have displayed on the website is sent to us by our suppliers. We will of course pass this on to the relevant team for consideration and we'll keep our fingers crossed for you. Have a lovely weekend :)

Posted 10 years ago

“Ocado provides a consistent service of top quality food, delivered by excellent drivers, with very good, pro-active customer service. Carol Corfield”

Helpful Report

Posted 10 years ago

“I have been disappointed at times with the stock levels, items out of stock for weeks, also shopping at the weekend arrives smashed, no care taken in the packing of delicate items, i'e biscuits placed in with a box of beer, smashed, boxes squashed by heaver items leading to contents spilling out, I have had to clean yoghurt off of items before placing them in the fridge or cupboard, although requesting a refund is never a problem, customer service staff are always helpful.”

Helpful Report

Posted 10 years ago

Yikes, it's really concerning to hear about the level of service that you've been receiving from us Janet as we would not expect your shopping to arrive to you damaged. We're truly sorry for the inconvenience that this has caused you as it does defeat the objective of doing an online shop for convenience. We're also sorry to hear that you've been unhappy with the stock levels & we'd like to look into both further for you. Could you email us on ocado@ocado.com with www.reviews.co.uk in the subject line?

Posted 10 years ago

“Excellent service. Excellent range of products. Excellent delivery drivers. What more can I say? I can't even remember the last time I had a missing product or a substitution, unlike with other supermarket deliveries I've tried. Similarly, all the products have really good use by dates on them, unlike with supermarkets where I've ordered what was supposed to be a week's worth of fresh stuff only to find that most of it is out of date the day after delivery. I can't recommend Ocado highly enough.”

Helpful Report

Posted 10 years ago

“Compared to others, Ocado excels in every way. You could not ask for more. It has changed my life. Well done Ocado..................”

Helpful Report

Posted 10 years ago

“I have Ocado used for 10 years always been happy.They have one of the best selection of free from I know being coeliac.”

Helpful Report

Posted 10 years ago

“I've been using Ocado now for over seven years without experiencing any problems at all. I have tried other companies, (Tesco, Sainsbury's and Waitrose) but I have no intention of moving away from Ocado.”

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Posted 10 years ago

“Ocado makes juggling being a mummy and running my own business do'able! Thank you Ocado!”

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Posted 10 years ago

“Ocado is just brilliant, the website is simple & I can easily do a weeks shopping in 10 minutes. The offers are also really good, which helps keep my weekly shopping interesting, i'll always find something new. I can't remember the last time I went to a supermarket, it just make life easier to shop online!”

Helpful Report

Posted 10 years ago

“I have always been completely delighted with Ocado. As I'm wheelchair bound it helps me keep my independence which is so important for me! It's an excellent website to navigate and I find it brilliant.”

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Posted 10 years ago

“Consistently convenient timely and friendly delivery of quality produce.”

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Posted 10 years ago

“Very friendly delivery guys who are always helpful and polite. Service very reliable . Products very good.”

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Posted 10 years ago

“Good choice of products and availability of delivery slots. Reliable delivery times and very rarely do I receive replacements.”

Helpful Report

Posted 10 years ago

“Ocado have always had excellent customer service. The delivery people bring your shopping to wherever you want in the house. The food always has good use by dates as compared to other online groceries. An excellent range of gluten free food.”

Helpful Report

Posted 10 years ago

“Ocado was a blessing to me back in 2009 when I broke my ankle. It was so good having all my groceries delivered and the range of goods is amazing so I kept on using Ocado even once my ankle had healed. The website is extremely easy to use - much better than the Waitrose site. The time slot of one hour for deliveries is excellent. The only reason I don't give 5 stars is the packers. Far too often I have had to claim a refund as whoever packed the goods did not take enough care when putting different items into bags. Last week the packer had put two 4 litre containers of milk on top of a pack of 4 peaches - of course the peaches escaped from their packaging and were squashed. I would still recommend Ocado despite this but it would be good if the packers had more training - it can't be good for the company to have to keep giving refunds due to poor packing. It is so convenient that when I am on holiday I can arrange for a delivery to be made the day I return. I would not consider going back to doing my weekly shop in a Supermarket when I have the convenience of Ocado If I could give a score of four and a half I would, just get the packing right and it will definitely be a 5* rating.”

Helpful Report

Posted 10 years ago

We're pleased to hear that we've been a blessing on your weekly shop Carole. However it's really worrying to hear that the packing of your shopping has not met your high standards & for this we're very sorry for this. We'd like to get this reported back to our Warehouse team if you could email us on ocado@ocado.com with www.reviews.co.uk in the subject line.

Posted 10 years ago

“Ocado have a very easy to use website and a surprisingly wide range of products including kitchen hardware. The vans are almost always within the one hour slot and in the rare event that there is a difficulty they are great at phoning in advance to ket you know. I also find it useful that they let you edit the "trolley" later than with other suppliers I have tried, Excellent service.”

Helpful Report

Posted 10 years ago

Ocado is rated 4.0 based on 2,649 reviews