Ocado Reviews

Name: Ocado
Address: 3 Bishop Square, Hatfield
Rating: 4.02

4.0 Rating 2,666 Reviews

77 %

of reviewers recommend Ocado

Company Reviews

Questions

Metrics

4.0

Based on 2,666 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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Anonymous

Anonymous // 01/01/2019

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

“Ocado driver had damaged my car.”

Helpful Report

Posted 4 years ago

“Last week I was parked up and an Ocado van scraped the entire side of my car and also slightly dented the body above the rear wheel arch. Ocado’s insurance said I can either get it repaired or get the cash value of the repair paid to me. If the garage considers the car a write off would I get the full cash value of the car paid to me?dont want to take resposavilty and need to get my insurnce to sort it dont buy from ocado stay away from the, make sure you check google reviews about this company ocado before you buy form them”

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Posted 4 years ago

“I’d always used Ocado for years, but when it changed to M&S I had constant problems. Occasionally I’d check in and find a random next day delivery slot, reserve it, do my shop and then find the screen freeze every time I tried to click my saved payment details. Then funnily enough it would empty my basket and the slot would be gone. When I have managed my order 25% of it would be substitutions. Have now changed weekly back to Waitrose. I hope Ocado read all these bad reviews as I love the M&S choice but I refuse to use Ocado whilst the service has been so bad.”

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Posted 4 years ago

“Shockingly poor. They get my order wrong and constantly charge for items i haven't had or returned. Quality has gone from good to barely acceptable. Useless firm that once gave a quality service. This isnt a one off review its been years of poor performance”

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Posted 4 years ago

“Cancelled order last minute. I received an email in the early hours of the morning stating my order had been cancelled due to pre-authorisation error. When I reached out to the live chat I was told this was sent to my bank and rejected. This didn't seem right to me as Amex is usually good with these things and would call if there were any issues. The man eventually told me it was a known issue with Amex, when I asked why if this was a known issue they wouldn't reach out to their customers to let them know so they could change the payment type I was left with very little response. Obviously I was also concerned about using my Amex card (the blame had very much been passed to them.) When I reached out to Amex I was told there was no issue with my card and no pre-auth had even been sent to them, having been an Amex customer for many years and having experienced their fantastic service for so long I trusted this was the truth. After relaying this to Ocado, I was told that in fact it could actually be Ocado's issue and I would need to re-order the items. When I did this my total basket had risen by over £20! Then to have the same delivery slot this was an added £5 (this had originally been free as I'd ordered in such advance.) When I told Ocado this, I was told the £10 off new customer discount could be sent to me but that was all. So not only had they caused massive inconvenience but they then expected me to spend over £15 extra to rectify this! I sent a complaint to customer service and received a response that explained what pre-auth was for over 4 paragraphs! Which frankly was just insulting, I was not listened to in any way. I've asked them to now close my account and I will be going back to Sainsburys, for anyone else having this issue with Ocado I would advise moving to them, they do all their pre-auth when you order so this issue has never occurred for me, they also have much better customer service advisers who actually listen and help to rectify issues should any occur (which isn't often.)”

Helpful Report

Posted 4 years ago

“OCADO DRIVE DAMAGE MY CAR AND OCADO DONT TAKE RESPOSABILTY, THIS COMPNAY IS THE WORSE IN UK, I WILL NEVER USED AGIAN, PLEASE DO THE SAME, CHECK REVIEWS ABOUT THEM IN GOOGLE”

Helpful Report

Posted 4 years ago

“Trying to make up an order with gastro cottage pie and the side dish for £1 off. After many emails and chats I eventually find the the offer is not available. 🥱🥱🥱Their web site is rubbish, so will have a day out and find my nearest m and s store some 30 odd miles away. So much for saving fuel and the planet. I guess I won’t even spend the £40 required to make an order up.”

Helpful Report

Posted 4 years ago

“Order cancelled by email at 22.30 the day before delivery was expected. I was told my payment card had been declined by my bank; however, I couldn’t check this due to late hour. I had plenty of funds to cover the bill, so doubted this. I had a live chat with an Ocado customer service operative. She advised I order again, but make sure I have available funds for a pre authorisation transaction (usually 1p)! When I said I wished to make a formal complaint, she told me there wasn’t really any point, as the complaint teams response would be the same as her own, and that was that they couldn’t do anything about it. They had not made any attempt to contact me earlier in the day to discuss with me, or to ask for an alternative payment method. Absolutely disgraceful customer service. I had placed my order over a week in advance, so they had plenty of time to contact me, if there was a genuine problem. To be told I could place another order was laughable. This was the night before Good Friday. I had placed the order as I have a fractured spine, so am unable to go out or lift anything heavy. This has left me without any food for over Easter. I will never order anything from Ocado ever again. Feeling totally let down and very angry.”

Helpful Report

Posted 4 years ago

“The driver of Ocado hit my car in front of my eyes. The driver took full responsibility and now Ocado is denying liability. I have a CCTV footage and still they are denying liability. Please be careful. There customer service is awful”

Helpful Report

Posted 4 years ago

“There is something going on with the quality of there products sliced turkey used to nice now awful it must be frozen before being sliced I think they are selling sub standard stuff and putting M & S packaging on it not the quality you get in the shops fish cakes no fish in them m & s steak pie hardly cooked a lot of products you cant get now it could be something to do with BRITEX ? wont be ordering them any time soon can get sliced turkey from ASDA really good quality for £2.50 instead of £4.10 wait to see if things improve before evey ordwering again”

Helpful Report

Posted 4 years ago

“Shopping cancelled yet again ... watched the driver deliver to my neighbours opposite then just drive off -- called customer services came up with a number of nonsense excuses (1) they said someone broke down (2) we had a morning delivery booked which the driver could not make in the evening? (3) and the final, when pushed, truly outrageous excuse given was that someone died at the depot! I can only guess the final excuse was given so we would go away, well it worked cancelled account going to another provider ...”

Helpful Report

Posted 4 years ago

“Terrible customer services. Due to a system glitch on their website, they delivered it at 11 am instead of 11 pm. I was not at home, and I had to reschedule it. I did… Was told that they would deliver the same food with the same expiry date although it was one day later… The food arrived. Most of them had one day shelf life. Some of them were rotten. I’ve sent some of them back!!! Now, I had half of my order. Well done Ocado 👏👏👏👏”

Helpful Report

Posted 4 years ago

“I simply cannot at this point continue shopping from an establishment whose main export seems to be viruses, and enforced by the management, apparently. They are, literally, weaponizing a pandemic! Vile people!!”

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Posted 4 years ago

“Ocado drive have damage my car in a private property, I have call they about 5 times but all the time the said some one will Coll me but this never happen, I should go to the police ??”

Helpful Report

Posted 4 years ago

“Don’t even get me started so I was a new customer I had my first order which the food was lovely mostly M&S food you can’t go wrong then, then they thought they would take a z2nd payment from my account they call it pre authorisation. I never authorised this, they stole my money. They had my custom now they have lost it. Make sure you read reviews before you even think about purchasing from here. They will Rob you. I will be reporting them name and Shame on social media”

Helpful Report

Posted 4 years ago

“This company robs customers. They charge per slot and the slot is free. They charge for more bags than they delivered. Be careful and check everything!”

Helpful Report

Posted 4 years ago

“The website is rubbish- takes so long to load up your item, update your basket, do any search! You spent all this time trying to get your items added to the basket just to get the message that they are not available for a delivery anyway!!!! And it’s always the same items week by week month by month! I have tried to contact customer service number of times about it but being told that it’s is how it is. Seams like they don’t stock up items which are out of stock and do NOTHING about updating there website to regular that. And as said the website is so slow it’s like a lifetime to do any shopping with them. Only plus was about delivery - very nice on time service”

Helpful Report

Posted 4 years ago

“Ocado took £143 out of my bank account illegally. This results from an order that I was meant to have received last November which I didn't. So a year later without my authorisation and also a dispute that I raised in January they stole from me. I had shopped with them for years and there had never been any issue. Now I have been trying to get my money back I was told 28 days ago that I would receive my money back by today, no chance they've been giving me the runaround all day on the phone. DO NOT shop with them! Just another example of GREEDY businesses who pray on vulnerable people”

Helpful Report

Posted 4 years ago

“Having substitutions is the norm and not being able to get any food delivered over Christmas, despite a Smart pass ie can't rely on the service.”

Helpful Report

Posted 4 years ago

“Company used to be really great but i can no longer order. My account was set as inactive, contacted the customer service and been told to make another account. Made another one and after placing my order it's been set as inactive again. My wife opened an account too and after placing the order the account was set as inactive. I won't be buying from you ever again, neither will I tell others about your great service again. You went downhill massively in the past year and I am really sorry given the great quality of your product, the quality of your management is extremely poor.”

Helpful Report

Posted 4 years ago

Ocado is rated 4.0 based on 2,666 reviews