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

“Ocado are excellent, I have been using them for getting on for ten years. I have only had substitutions on about two occasions, if there is ever any damage (rare) to any goods there is an immediate refund, the frequent delivery slots are very useful and my shopping has always been delivered on time apart from a very few occasions when the driver has rung to say what is happening and when he will arrive. I frequently recommend Ocado to friends. I hope that you will not stop delivering Waitrose goods. Rumour has it that Morrisons will replace Waitrose. I would probably then transfer my allegiance to Waitrose Deliver.”

Helpful Report

Posted 10 years ago

“An excellent service most of the time- very courteous and helpful telephone staff and the same for delivery staff. The only issue I have is of occasional broken eggs or leaked milk bottles or squashed fruit. I have telephoned Ocado as soon as I have discovered the problem and was immediately offered a refund and even once an extra small payment for the inconvenience which was very kind. I feel the trouble may be with the way items are packed in the bags or how the vans are loaded with the bags. Perhaps you could look into this.”

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Posted 10 years ago

“Top rate delivery service, good choice of time slots with friendly helpful drivers that have never been late! Good variety of all products at competitive prices, I particularly appreciate the odd freebie thrown in as I get to try foods that I would not normally purchase. The use by dates on fresh produce is never just a day unlike other supermarket delivery service. Overall very impressive.”

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Posted 10 years ago

“Have been using Ocado for a few years now and very satisfied with them. A couple of items have been damaged in transit over this period but no problem with refunds etc. Nearly always delivered in time slot requested, taking into account traffic problems which can occur at any time. Have no reason to change my routine.”

Helpful Report

Posted 10 years ago

“A much improved service, easy to use website and very few substitutions. I use it on a regular basis now, convenient and really good for free-from products. Find the reviews helpful on new products. Deliveries always on time so I highly recommend Ocado.”

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Posted 10 years ago

“amazing service. don't know what i'd do without you guys ;) only thing i'd like is to be alerted to substitutions or missing items in advance to give me a chance to add something in it's place. I don't like the substitutions you guys bring and then it's too late...”

Helpful Report

Posted 10 years ago

“Easy ordering via the app, good deliveries, rarely problems.”

Helpful Report

Posted 10 years ago

“Excellent customer service, wide variety of choice and good quality food.”

Helpful Report

Posted 10 years ago

“The drivers are excellent, always very helpful and still smiling even at 7 am! I have found the fruit generally poor in taste and quality and now buying some of this elsewhere. Otherwise everything else is good quality.”

Helpful Report

Posted 10 years ago

“Ocado delivers a service which is reliable and rarely includes substitutions - unlike its competitors. The quality of products is high and if ever I need to contact customer services, my query is dealt with quickly and efficiently.”

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Posted 10 years ago

“Excellent service, friendly staff and a good range of products.”

Helpful Report

Posted 10 years ago

“The drivers are nearly always punctual, cheerful and helpful. Substitutions are comparatively rare.”

Helpful Report

Posted 10 years ago

“Does everything right: on time, polite, convenient slots, always what I ordered with appropriate use by date. No negatives to this service.”

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Posted 10 years ago

“Fantastic service”

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Posted 10 years ago

“Ocado website is the easiest on line supermarket to use. I love the one click option on my phone which makes it so easy to add that last minute thing I've forgotten without having to chech out again & the time slots are very flexible & extent. The drivers are nearly always on time. I've been an Ocado customer for many years & the service has definitely improved with less substitutions now than in the beginning. Keep up the good work.”

Helpful Report

Posted 10 years ago

“By far the best website for ordering groceries with a great choice of food and delivery slots, coded carrier bags and groceries delivered to your room of choice.”

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Posted 10 years ago

“I recommend ocado to all my friends. Ocado is highly efficient in its delivery of superb food at a reasonable price. I actually cannot fault the company. It has always had and continues to have a vision of delivering good quality food whilst remaining ethical and environmentally aware as well making the online experience as stress free as possible and even enjoyable. The little touches like remembering the anniversary of the first date I purchased an order makes it a nice company to do business with. Training of staff is obviously to a high standard. 5 stars all around; I like the company so much I even bought a handful of shares! Thank you ocado!”

Helpful Report

Posted 10 years ago

“Turn up when the say they will Phone ahead as requested Only rarely have to substitute products Only rarely don't have items in stock Not as cheap as some other online supermarkets Very good website Produce is Waitrose, so of good quality Quality of the specification of Ocado own brand items is variable Delivery drivers are excellent and VERY helpful”

Helpful Report

Posted 10 years ago

“I have shopped for so long on Ocado that's its become second nature! Everything arrives in good shape and with reasonable sell by dates -if not customer services always polite and helpful with refunds. Range of products seems to be expanding and its always fun shopping for offers.”

Helpful Report

Posted 10 years ago

“Best supermarket delivery service I have used. Lots of delivery slots. Invariably on time or early. Produce of good quality. Packing getting less efficient again with overfilled very heavy bags and then one small light product on its own in another. I know bags are packed mechanically but Ocado still haven't quite sorted this problem out. Also salad and fresh herb bags are still at the bottom getting squashed. Overall happy with the service and recommend to others”

Helpful Report

Posted 10 years ago

Ocado is rated 4.0 based on 2,658 reviews