Ocado Reviews

Name: Ocado
Address: 3 Bishop Square, Hatfield
Rating: 4.07

4.1 Rating 2,607 Reviews

78 %

of reviewers recommend Ocado

Company Reviews

Questions

Metrics

4.1

Based on 2,607 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 22nd December 2023

Anonymous

Anonymous // 01/01/2019

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

“Excellent service with great product range, fair prices and flexible delivery options. Highly recommended!”

Helpful Report

Posted 8 years ago

“The Ocado website is quick and easy to use. The produce is competitive to other supermarkets and also have a "price promise". Ocado always keeps me updated if any of my order is out of stock, they will give or send you options. There is a vast range of quality products, and, if there is ever a problem with an item it is refunded immediately. The delivery drivers are always cheerful helpful and on time! Unlike other services i have used they are the top of the game in Delivery Supermarket Shopping!”

Helpful Report

Posted 8 years ago

“Use by dates should be longer”

Helpful Report

Posted 8 years ago

We're sorry to hear you are not happy with the life of our products Natalie. We display a life guarantee on the webshop for all the fresh items we sell. The number displayed relates to the number of days of use you can expect, including the delivery day. Our produce comes straight from our suppliers to our warehouse and then on to you. We don’t pick from stores, which means your shopping’s never been handled by other customers, or sat on the shelf for days before it gets to you. We’re constantly working with our suppliers behind the scenes to get this information for you and to make sure that you get the freshest produce. We hope the life guarantee will help you plan your meals and help reduce food wastage, something that we’re very conscious of. We will of course pass on your comments regarding this. Have a fab day.

Posted 8 years ago

“I'm about to hit my ninth year of using Ocado regularly most weeks. I'm a delivery pass subscriber and shop for a family of six, probably spending around £500 pcm with Ocado. Deliveries; excellent. Drivers are prompt, helpful, will call ahead to ask if they can deliver early. Substitutions; rare, for the most part sensible, one of Ocados strong points is that you can't usually order something in the first place if they have no stock. Range; generally good, better than my local, fairly small Waitrose. Great quality food and other products, we buy a lot of Waitrose Essential brand. Ocado own brand needs caution, some is as good as Waitrose, but not all. Packing; the MAJOR fail. The only thing that frequently disappoints. 5kilos of cat litter on a loaf of bread isn't helpful, nor are several 4-packs of beans on top of meringue nests, nor the 12 pack of eggs at the bottom of a full bag meaning 5 have cracks and I need to use them asap or chuck them, finger rolls like pancakes after having washing liquid bottles dumped on them - where should I stop? Sort out the packing conveyors to stop ridiculously heavy stuff being bagged with soft or delicate stuff and you'd be perfect!”

Helpful Report

Posted 8 years ago

Hi Caroline, we're really pleased to hear that you're loving our service and you are enjoying the most part of your shopping experience with us. We are very happy to hear that you've been part of the Ocado family for nine years and are still such a fan. We will be sure to pass on your lovely comments regarding the drivers and substitutions to the relevant teams. However, it is very disappointing to hear that you have not been happy with the packing of your shopping. As we are not like a normal online supermarket and do not pack from a physical supermarket, our processes are very different and so it can be a little bit more complicated to make big changes within our warehouse. We are working very hard behind the scenes to improve this area of our service and do take customers feedback very seriously. Members of management from our Customer Service department have monthly meetings with our warehouse management to look into ways of improving our packing area and prevent damages. We have made various changes which we hope you will see in the near future. If you ever have any issues or damaged items, please don't hesitate to contact our Customer Service team or request refunds online. Thank you again for contacting us regarding this. Have a great day.

Posted 8 years ago

“Over the years the 'perishable' food quality has improved considerably, the introduction of butchers and fishmongers in particular. Substitutions can still be irritating, especially when there isn't one (no pints of semi-skimmed milk last week?). Packing is a nightmare; so random, with eggs being the biggest casualty. Please do not put anything else in with bottles and bottles only need their cardboard holder not a carrier bag as well. The web site needs to be looked at as it to is pretty random, coming up with ideas that are not customer focussed. Finally please do not e-mail me to tell me that I've save 41p on my last shop; one it is pathetic and two, I've generally saved more than that so it is pointless. Overall much better than going to a supermarket, although if your logarithms are working you will note a sharp decrease in our fruit and veg spending as we now go to a local independent supermarket where it is 50% cheaper and superior choice and quality.”

Helpful Report

Posted 8 years ago

Hi Peter, it's very disappointing to hear that you've been receiving some less than satisfying food over the years. A lot of time and effort has gone into vetting our suppliers and ensuring only the highest quality products make their way to your door, so it is disheartening to hear that the standards have been slipping in your experience. We're sorry that there isn't always a substitution available, occasionally we can be let down by a supplier when it comes to picking and packing your order, if this happens we will try and substitute with other items we have available, however these can only come from extra items we have, which aren't already allocated to an order. As we aim to reduce waste as much as possible, we only order what we need to fulfil deliveries, so if we are let down it can sometimes mean we don't have an alternative available. We understand how disappointing and inconvenient this must be but we do our best to ensure this is a rare occurrence. It's really worrying to hear that your eggs are consistently turning up in poor shape, this definitely should not be happening. We hope you've been requesting refunds whenever this happens, we'd really like to investigate this further with our Warehouse team. We'd like to discuss your concerns regarding the website with you further, as it certainly shouldn't have a random feel and is aimed to be as customer focussed as possible. We're sorry for the disappointment with our Low Price Promise emails, sadly these are automated but we can understand how they could be irritating. If you could email us at ocado@ocado.com, and include Reviews.co.uk in the subject, we'd really like to discuss your concerns with you further.

Posted 8 years ago

“Overall Ocado is very good. Very few substitutions and on time. However the packing is not always great. Yesterday I had a broken can on beer, the cost of which was refunded by the driver. But I had a bag of dripping beer all across the kitchen. Then on continuing to unpack I found a split bag of flour. Hardly worth a phone call for recompense but extremely messy and most annoying.”

Helpful Report

Posted 8 years ago

Hi Valerie, we're really sorry to hear that there was leaking beer and a split bag of flour in your order, this must be really irritating and we would like to apologise for this. We'd really like to get those refunded and reported to our Warehouse Management team, they can liaise with the individual packers who picked your order and let them know of the damages, as well as what we can do to avoid this in future. Could you please email us at ocado@ocado.com, with Reviews.co.uk in the subject?

Posted 8 years ago

“95% of time, excellent service, helpful and friendly drivers (think only ever had a couple of rude unhelpful ones ever). The only gripe is quite a few times, have received damaged items, mainly due to the way they have been packed. Not always clear if this is because of how they are packed at the depot or how they are brought to the door by the drivers. Often they are not brought in the boxes and/or bags are over filled etc. Would also helpful to get some advice from Ocado about whether it is appropriate/expected to tip drivers. Could you publish something on this?”

Helpful Report

Posted 8 years ago

Hi Bipasha, we're glad to hear you enjoy the service most of the time. We're really sorry to hear you've had quite a few damaged items, we hope you've been requesting refunds whenever this does happen. We do take images of all items before they leave our warehouse so we can ensure the highest packing standards are maintained, they should always be delivered using the red delivery boxes though as this keeps them safe. Tipping is entirely at your discretion :) If you have any more questions please feel free to get in touch with us at ocado@ocado.com

Posted 8 years ago

“I generally like the ocado app which is easy to use but I just wish it wouldn't add everything you ever buy to your favourites. They have a good availabity of delivery slots and reliable, friendly drivers. Sometimes the bags are packed without logic or care meaning things can be damaged on arrival. Ocado have a very fair refund policy though when goods arrive damaged. I have been with ocado for several years and don't feel tempted to try any other delivery service.”

Helpful Report

Posted 8 years ago

“I am happy with the drivers, who are friendly and efficient. I like that you collect plastic bags and you have wide range of food. I am not so happy with the quality of fresh produce recently. For example, Mooli came very dehydrated and soft. Chicken thigh smelled sour on the last day of use by date when the package was opened. I wish I didn't need shopping anywhere else but it is not the case. I have to go to Boots for Corsodyl mouthwash with no alcohol and oral-B dental super floss , and Holland and Barrett for cheaper nuts and dry fruits and Whole Foods Market for Tofu burgers. I hate going to supermarkets, especially on weekends, so your service is important to me. I hope you get better and better.”

Helpful Report

Posted 8 years ago

Hi Namie, we're really sorry to hear that you've been receiving some poor quality items recently, this is very worrying and not what we'd expect. If you haven't done so already could we please ask you to contact us about these at ocado@ocado.com? We're sorry we don't have everything you'd like right now, if you wanted to ever request a new product for our site you can do this at the bottom of the main website, with the "Product Request" link. We're glad to hear everything else has been going well and that you're enjoying the service otherwise, long may this continue :)

Posted 8 years ago

“Ocado is the definition of efficiency. Simple to use, flexible delivery times , the add to existing order is one of the most useful parts of the website. Good choice of products and rarely any issue with out of stock items.”

Helpful Report

Posted 8 years ago

“Excellent deliveries- good substitutions, polite helpful drivers. Website easy to use.”

Helpful Report

Posted 8 years ago

“The quality of the food delivered is generally very good. Over the years we have had problems with food being spoilt in transportation e.g. 4 pack orange juice or 4 pint milk cartons being packed with highly squashable items such as bread or soft fruit. The redeeming factor is that Ocado is very happy to reimburse but it does still happen... Still using Ocado after several years.”

Helpful Report

Posted 8 years ago

Hey Fiona, It's really disappointing to hear that you've been receiving spoilt food and damaged items in your shopping orders. This must be extremely frustrating as this is not the level of service that we'd expect you to receive. If you email ocado@ocado.com with www.reviews.co.uk in the subject line we'd be happy to take a further look into this for you.

Posted 8 years ago

“Overall, I am happy with the ocado drivers that deliver to me twice a week. The one thing that annoys me when the order I either late or early and the driver doesn't contact me. When a driver has the opportunity to deliver early and the time is before 8am I would like to receive a text message asking if it is ok to deliver. On two occasions the driver has turned up at 6.20am, waking up the whole family, when my delivery slot was 7-8am. If they are early, and the time is after 8am, they can call and ask. I would really appreciate a call when a driver is running late. I know that drivers are sometimes sitting in traffic, where it would be illegal to make phone calls, besides calling up-coming customers will result in delaying deliveries even further, therefore I think that a driver running late should send a message to ocado HQ where someone will be able to call all his up-coming deliveries and provide them with an expected deliver time.”

Helpful Report

Posted 8 years ago

Goodness Birgitte, it saddens us to hear that to hear that yove been receiving late and early deliveries where the driver has not contacted you by phone. This must be extremely frustrating and we can completely understand how inconvenient this must be. Our driver are trained to call you if they are running late so that you are kept well updated. They should also be calling you if they are running early to see if you would like to have your shopping delivered earlier. Please email us on ocado@ocado.com with www.reviews.co.uk in the subject line, and we'll take a look further.

Posted 8 years ago

“I cannot really fault the online ordering, delivery or products. I would have rated at very good if there was not a problem with packing (heavy items on top of fruit, veg or delicate items sometimes). However, refunds are usually available if goods are damaged.”

Helpful Report

Posted 8 years ago

“I love the fact I can get next day delivery. The drivers are always very professional and friendly and 99% of the time my deliveries are on time. Occasionally food items arrive squidged or broken like eggs. I'm not sure if this is rough handling by the drivers, or poor packing at the depot. It's frustrating as this never happens with Waitrose. That said if you complain Ocado always refund the squidged item no questions asked. Quite often full size samples of products I haven't ordered are dropped in free with my shopping. This has introduced me to new products I might not otherwise have seen or bought. Overall all very reliable”

Helpful Report

Posted 8 years ago

We're pleased to hear that you like that next day delivery Yasmin, and it's fantastic to hear that all of our drivers have been friendly & helpful as we like to go that extra mile to make sure that you have a wonderful shopping experience. It concerns us to hear that you've received a number of damaged items in your shopping as this we're always try to ensure that your shopping is delivered damage free. We'd like to get this reported back to our Warehouse team so that we can try our best to stop this from happening again in the future, please can you email ocado@ocado.com with www.reviews.co.uk in the subject line.

Posted 8 years ago

Thanks for contacting us Yasmin, we're so pleased to have been able to help resolve this issue for you. Please do get back in touch with us if we can help any further and we hope you continue to enjoy your time shopping with us!

Posted 8 years ago

“overall service is excellent. Veg standard has decreased recently but overall product availability is good.”

Helpful Report

Posted 8 years ago

We're glad to hear that you've been enjoying using our service Christina, but we're really concerned to hear that the standard of the Fruit & veg has decreased. We're very sorry for any disappointment caused to you as this is never our intention. We'd like to take a further look for you if you could email ocado@ocado.com with www.reviews.co.uk in the subject line with more specific about the problems you've had with this and we'll get this reported back to our Food Tech team.

Posted 8 years ago

“Pleasant, did everything I asked (and wiped his feet) no fuss, no time wasted thank you”

Helpful Report

Posted 8 years ago

“There are rarely issues and when there are, they are quick to fix them.”

Helpful Report

Posted 8 years ago

“You used to separate chilled food in red colour bags which made unpacking very easy. Now everything is all mixed together. Little touches like that really matters.”

Helpful Report

Posted 8 years ago

Hi Fan, this should not be the case. All fridge, cupboard and freezer items should be in separate, colour-coded bags as they always have been. It is concerning to hear that you are receiving your shopping mixed. Can you please email ocado@ocado.com, including reviews.co.uk in the title plus your username. We'd like to look into this further for you. Thank you and sorry again.

Posted 8 years ago

“Great shopping experience, so few substituted items due to good stock control, however packers and drivers don't always think - potatoes on top of bread, or yoghurt pots - but their online refund request deals with these easily.”

Helpful Report

Posted 8 years ago

Heavens Ali, it very worrying to her that the packing of your shopping has not been up to the highest standard and we're disappointed in ourselves that we've let you down. We would not expect heavy items like potatoes to be packed on top of bread or yoghurt pots. Please email ocado@ocado.com with www.reviews.co.uk in the subject line as we'd like to get this reported back to our Warehouse team.

Posted 8 years ago

Ocado is rated 4.1 based on 2,607 reviews