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

“Website ordering & delivery very good. Product selection better than it used to be. Disappointing when offers not in stock.”

Helpful Report

Posted 10 years ago

“Drivers are always polite and friendly. Prompt delivery service”

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Posted 10 years ago

“I wouldn't use anyone else now, after trying all supermarket deliveries. I have been receiving deliveries from Ocado for at least 11 years now and the customer care is second to none. The delivery drivers are great, there are rarely any substitutions and I have never had any items missing.”

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Posted 10 years ago

“Excellent service always”

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Posted 10 years ago

“One of the best things about shopping with Ocado is their stock management system. If I add an item to my trolley but it won't be available for the delivery slot selected, their system tells me so I can pick my own alternative or change my delivery slot if I really want that particular item! In all my shops for the past few years I can't have had more than 5 substituted items. Previous online shopping with others I would regularly get swapped or not available items that I didn't know about until the delivery arrived! But with Ocado before your delivery arrives they tell you if there's anything missing or substituted. They have some great offers to compete with the "big 4" supermarkets and you can get the Waitrose essential range too if watching the pennies. Customer service is world class! I've mentioned this in social media as other companies really could learn from Ocado in how to deal with customers. From their customer service team, social media team to their delivery drivers, everyone is professional, friendly & helpful.”

Helpful Report

Posted 10 years ago

“I have used Ocado for about five years now. Their service is excellent, as is the food and other items they provide. A fair price for good quality is important to me - Ocado's price match guarantees that my weekly shop costs the same as it would with their competitors, however the service carries them high above the others.”

Helpful Report

Posted 10 years ago

“Ocado makes our life possible! Online shopping and prompt delivery gives me HOURS back in my week, products are exactly the ones that I would buy myself if I was at a store, and when things do not go 100% correct, Ocado customer service is professional courteous and always a pleasure to work with! Thank you!”

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Posted 10 years ago

“Reliable, easy to use service. Friendly and efficient drivers.”

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Posted 10 years ago

“Drivers are always helpful & polite with the shopping. Rarely are there substitutions & if they are they are always a very near match to what was requested. Customer services always very responsive, polite & efficient. Range of products are much better than an average online supermarket store. Having Fetch & Sizzle orders added to Ocado delivery saves time & money on delivery charges. Quality of products extremely good whether Waitrose or Ocado Price match with Tesco.”

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Posted 10 years ago

“Great selection, great customer service and extensive time slots available. Recommend to everyone!”

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Posted 10 years ago

“Great products Great website with ease of use Lovely helpful friendly drivers APALLING PACKING consistently leading to damaged/contaminated goods and inconvenience to replace items relied on! I don't order for dinner parties anymore as can't trust items will be fit for purpose on day!”

Helpful Report

Posted 10 years ago

“The overall service is very good. However it could improve even more if more care was taken when packing soft items like sliced bread or salad bags. These often are put in bags together with heavy items and they arrive at delivery totally squashed and/or damaged. We only find out when we unpack the shopping so it is not possible to give them back to the driver. We therefore have stopped buying soft items from Ocado. Please sort this out. Thank you.”

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Posted 10 years ago

“I have shopped regularly with Ocado since they first delivered in my area! They offer a good choice of the good quality products I look for at competitive prices. Deliveries are reliable, staff courteous and rarely get substitutes.”

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Posted 10 years ago

“On the whole excellent. I now book my deliveries early in the day because I have found that later deliveries can tend to arrive late. But generally the service is excellent and the delivery people are always charming. Life would not be the same without you!”

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Posted 10 years ago

“It's official 'I LOVE OCADO'. This company takes their customer service seriously and continually exceeds expectations. Their shopping app is so easy to use and the Ocado pass is excellent value for money. Will never shop anywhere else.”

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Posted 10 years ago

“Excellent service always delivered within allocated time slot.”

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Posted 10 years ago

“Have Ocado shop weekly. Usually very good , don't often have substitutes. The biggest problem by far is very poor packing! On many occasions I have squashed goods due to heavy items being placed on top of softer items. If I were to leave Ocado and go else where it would be due to this problem.”

Helpful Report

Posted 10 years ago

Thank you for your review Heather, it is really disappointing to hear that the packing of your items has been so poor, this is something we are always looking to improve and we are so sorry that you have yet to witness this. We know that it can be an inconvenience, but if you could contact us if/when this happens we will always look to get this investigated and offer refunds where necessary, with our customers help, we will improve this area of our service. Many thanks again.

Posted 10 years ago

“Drivers are always polite and respectful, and almost always on time (if not I always get a phone call). Problems with any delivery are always settled promptly by Ocado.”

Helpful Report

Posted 10 years ago

“polite and on time”

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Posted 10 years ago

“Been using them for over a year, in all that time had less than half a dozen substitutes, other supermarkets used to have one in almost every delivery. Never had a missed delivery and only a couple delayed, and always kept informed of the progress of any delay”

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Posted 10 years ago

Ocado is rated 4.0 based on 2,658 reviews