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

“There is no doubt that Ocado is the best online grocery delivery service anywhere. We don't really need Which magazine to tell us this, but it does, and it is true. Because it is based on two warehouses rather than what happens to be available currently in some local store, there are rarely and substitutions on omissions. After all, there are over 45, 000 items to choose from. The website is attractive, non-bullying and very user-friendly. There are plenty of time slots available. The deliverymen are unfailingly helpful and polite, and they arrive at the stated time. If somethjing is wrong with a delivered product, some rotten tomatoes (very rare) or broken eggs, say, customers just go online and a refund is made without question. My biggest disapointment with Ocado is that they have fallen hook, line and sinker fror the propaganda of the Soil Association which exists to promote old-style, labour-intensive, hat-doffing, squirearchy farming. As someone concerned with better nutrition and the overall health of the population, by the promotion of healthy eating and a balanced diet, I KNOW 'organic' food is not 'better for you'. Also, to be deeply criticised is Ocado's naive promotion of 'superfoods' ... more nonsense... and the stupid idea that 'gluten free' or 'dairy free' foods, or assorted types of other food faddiness... is better everyone. (I do applaud their gluten free provision for people with coeliac disease and similarly special foods for those with genuinely diagnosed food intolerances. Though I believe people should be free to buy what they like, Ocado has a responsibility not to promote false ideas in such an important area. ). Good for everybody? No! That is foolish, and sometimes dangerous, nonsense... Colleagues are finding youngsters sick from being put on ignorant 'exclusion', diets and the espousal of that newest horror... the 'clean food' movement. I would like Ocado to concentrate on the eating quality of food, and the superiority of the ingredients which are used to produce food, rather than the ideology of food... eg 'organic', 'made on a farm in Wales', 'made in small batches to Grannie's old recipe', 'with added oompaloompa... or some other fashionable ingredient wrongly said to promote health' etc. A bit of intelligent input from senior directors could sort this tripey kind of promotion out, and so get rid of the idea that Ocado is mainly for those with more money than sense (otherwise known as the rich and thick, or 'Tim, Tim, nice but dim'.) Please don't merely look at the first paragraph of this review, but really take on board the other two.”

Helpful Report

Posted 10 years ago

Hi Anne, thanks for leaving such a great review, we're pleased you're enjoying the service for the most part. Of course we're very concerned to hear of your worries regarding our marketing campaigns, we'd be very interested in discussing this with you in further detail. Could we please ask you to email us at ocado@ocado.com, and include Reviews.co.uk in the subject?

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!!”

Helpful Report

Posted 10 years ago

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

Helpful Report

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.”

Helpful Report

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.”

Helpful Report

Posted 10 years ago

“I have been a customer of Ocado since 2006. The goods have expanded in variety and I am happy with their quality. However, I have grown increasingly disappointed with the deterioration in the service - especially of packing. For example, some of my goods are getting squashed underneath heavy packs of water; other items have burst open during the transit and spilled onto other things, etc. I would appreciate it if more effort could be put into the sorting and packing, and to pay attention to which items belong with what. Also, the drivers used to be all consistently polite and pleasant at the beginning, but I feel that recently this has become a lot more patchy, and this is detracting from the experience of using Ocado.”

Helpful Report

Posted 10 years ago

Hi Hiroko, thanks for leaving a review. We're glad to hear your experience with us has been mostly positive up until now. We're sorry to hear of the poor experiences you've had with regards to the packing of your orders, this is not what we'd expect at all and we're very sorry you've received some damaged items. We hope you were able to get refunds for these. We're a little concerned to hear that your experiences with regards to the friendliness of our drivers has diminished recently, we'd be very keen to look into this further. Could you please email us at ocado@ocado.com, and include Reviews.co.uk in the subject?

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.”

Helpful Report

Posted 10 years ago

“I consider that in today's world you should have a loyalty programme which is meaningful. To receive a voucher for eg 70p is a paltry gesture. I been received one for 20p which I considered an insult. I have been a loyal customer for over 10 years but now am more inclined to go to ALDI to save money at douce and still have quality. Especially on basic household items, wine, vodka .”

Helpful Report

Posted 10 years ago

Hi Doreen, thanks for leaving a review. We're really sorry to hear that you don't feel valued as a loyal customer. Just to clear up any confusion, the voucher you receive after every order is not a reflection of your loyalty at all, this is just part of our Low Price Promise scheme. We promise that your comparable shopping will be cheaper than at Tesco Online, if it isn't, we'll email you a voucher for the difference, plus a penny, which may explain the low amounts you have received. You should be receiving vouchers and discounts directly via email, as well as being able to take advantage of our occasional free giveaways and bundles, available on our Facebook, Twitter and Blog pages. We'd be really keen to make sure your account is set up correctly in terms of receiving vouchers, if you could please email us at ocado@ocado.com, with Reviews.co.uk in the subject, we'll do our best to help.

Posted 10 years ago

Thank you for emailing us Doreen and we're so pleased that we have now been able to resolve this issue for you. Remember please do let us know if we can help with anything else. We hope you're having a lovely day!

Posted 9 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.”

Helpful Report

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.”

Helpful Report

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.”

Helpful Report

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.”

Helpful Report

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

“Excellent customer care, any problems swiftly and fairly dealt with. Good standard and range of products, I think the butchery needs some improvement particularly the cutting of steaks, the steaks aren't always cut evenly, i.e. not the same depth resulting in uneven cooking. The drivers' are always helpful and will even bring my shopping through to the kitchen if my husband is not around. Packing can sometimes be a problem, e.g. putting heavy good on top of fragile goods. Still the best on-line delivery service!”

Helpful Report

Posted 10 years ago

Thank you for leaving such a lovely review Diane, we're sorry we couldn't quite get that extra star. It's disappointing to hear that our butchers items are letting the team down, this is very worrying and definitely something we'd want to look into. We can also look into the bizarre packing you've been receiving, if you could email us at ocado@ocado.com, with Reviews.co.uk in the subject, we can help.

Posted 10 years ago

“We like Ocado a lot! Most deliveries work really well: on time, with friendly drivers, all items available. There is still sometimes a problem with squashed items, usually when a bag is overfilled, or light and delicate items mixed with heavy items. The quality of goods is usually high, but the pineapples and coriander pots stand out as being really poor (see product reviews) and we would so like to see proper corn (not 20% corn wheat) tortillas. We get the odd grumpy driver but generally receiving our shopping is happy experience!”

Helpful Report

Posted 10 years ago

Hi J, thanks for leaving a review. We're sorry to hear of the issues you've been having, we completely understand how this would detract from the rest of the service. It's worrying to hear about the issues with the packing and even more concerning is the issues you mentioned regarding the quality of the pineapples and coriander pots, this is something we'd really like to look into. We can also look at putting in a product request for the proper corn tortillas you're after. 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

Thanks for sending your email to us J, we've now passed feedback on for you and have put in a product request for the corn tortillas. Keep an eye on the website, we hope we can track these down for you. Do let us know if we can help with anything else J and we hope you have a lovely day!

Posted 9 years ago

“The IT is excellent and the service very good”

Helpful Report

Posted 10 years ago

“Great choice of products fast efficient delivery price matching excellent quality why shop anywhere else. Been shopping with ocado for10 years never been tempted to chance.”

Helpful Report

Posted 10 years ago

“I want the option to not have a paper receipt. I only want on online version.”

Helpful Report

Posted 10 years ago

Hi Eniola, we're very sorry for the disappointment, sadly this isn't an option we have right now but we would be happy to suggest it as an idea for the future. All our paper receipts are currently made using recycled paper but of course your idea is even more friendly to the environment. Hopefully we can make that happen and go even further towards our goal of being as eco-friendly as possible.

Posted 10 years ago

“Excellant service all round staff are extremly polite and helpful.”

Helpful Report

Posted 10 years ago

“Stock is always being substituted or not available. Packers are horrendous always over packing bags and damaging products!”

Helpful Report

Posted 10 years ago

Hi Karen-Anne, thank you for taking the time to leave a review. We're sorry to hear you're not happy with the substitutions you've received recently or the packing of your shopping. We do try hard not to have to substitute items but sadly we cannot always avoid this due to supplier or warehouse issues. We will always let you know in advance of your delivery so you are able to reject these with the driver. We are also concerned to hear about the packing of your shopping, we will of course pass your comments on to our warehouse team to look into. Please feel free to email us at ocado@ocado.com including review.co.uk in the title and your username. We would love to hear further comments regarding this and if you receive any damaged items please do let us know so we can get them refunded for you. Once again, we do really apologise.

Posted 10 years ago

Ocado is rated 4.0 based on 2,649 reviews