Ocado Reviews

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

4.0 Rating 2,669 Reviews

77 %

of reviewers recommend Ocado

Company Reviews

Questions

Metrics

4.0

Based on 2,669 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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Good service ,prompt delivery by helpful efficient drivers groceries great value for money”

Helpful Report

Posted 11 years ago

“Sadly not enough care is taken to preserve the shape and integrity of loaves of bread and other delicate items which are randomly thrown into bags along with other hard items such as boxes or cans. As a consequence soft items become almost unusable through crushing.”

Helpful Report

Posted 11 years ago

Hello David, it is a real shame to hear you have received crushed and unusable items and we sincerely apologise. We are constantly working to improve our picking and packing policies and we do hope you will see evidence of this very soon. Should you receive further damaged items in the future, please do contact us right away and we will be able to get this properly fed back and investigated, we can also offer refunds where applicable, many thanks for your review and we hope you have a lovely weekend.

Posted 11 years ago

“Always on time, always fresh and food that you would choose yourself if you were to go into the store, great online experience coupled with the most pleasant drivers each and every time - what a fabulous service!”

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Posted 11 years ago

“Always very nice people delivering shopping and all the food well pickef”

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Posted 11 years ago

“Brilliant!!!”

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Posted 11 years ago

“Had at least seventy weekly deliveries and they have never missed a time slot or had any missing items. They set the standard!”

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Posted 11 years ago

“Delivery drivers excellent and helpful, keep in touch if early/late. However my last driver v shaken after being assaulted by a previous customer who I hope will be blacklisted.”

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Posted 11 years ago

“Easy to order. Good slot availability. Rarely substitutions. Nearly always on time.”

Helpful Report

Posted 11 years ago

“We have been using Ocado for a few years now and have always found their produce to be first class. They very rarely have substitutions, the groceries are always as fresh as we would have selected ourselves, their prices are competitive with special offers and price matching, and the delivery service is first class. What more could you want?”

Helpful Report

Posted 11 years ago

“Brilliant service the best 'supermarket'!”

Helpful Report

Posted 11 years ago

“Two days ago I wrote to Ocado saying that I was charged £2.95 for a freebee that I was t prompted to select at the online checkout. On the same day, in lieu of the whole earth corn flakes I ordered, Ocado delivered gluten-free corn flakes which I did not order. I wrote to Ocado within minutes of unpacking that order and I have yet to receive a reply to either query. Instead I am receiving automated emails to take up my time. At least I have reason to reply; unfortunately, my reply cannot be favorable.”

Helpful Report

Posted 11 years ago

“Reliable, rarely unable to fulfil full order and keeps to time slots. Delivery staff very helpful and cheerful. Just occasionally a strange substitute is sent but does not have to be accepted.”

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Posted 11 years ago

“Always polite and helpful.”

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Posted 11 years ago

“Consistently good service both in terms of ease of use of the online ordering and in terms of delivery. When there are small issues they are always dealt with efficiently. Saves us a lot of time, and money”

Helpful Report

Posted 11 years ago

“Drivers and delivery service are excellent - best home delivery service around for being on time, little, or no, substitutions, bag recycling facility, 1 hour time slots , punctuality and excellent customer services. The refund facility is excellent too, never a quibble, but I would much rather either receive a substitute or get a 'missing item' note on my receipt if the ordered fresh produce isn't up to standard. What lets Ocado down is the quality of the fresh produce, especially the fruit and vegetables. There appears to be little, or no quality control at the warehouse as fruit is often sent out very under, or over ripe. This is not helped by the fact that if you leave a review on the Ocado website rating 1 star and stating your reason for this, nothing seems to improve. There might be a reply to the review you leave along the lines of ' we have passed your comments on to our supplier'. Sadly, I would guess it's not the suppliers fault as it would do them no good at all to supply below standard produce. There are strawberries offered for sale where only 36 out of 123 people would recommend them to a friend. These reviews date back to 2012 so there has been plenty of time for improvement! What appears to be totally lacking is any form of fresh produce quality monitoring at the warehouse facility so that unsuitable products are not supplied, but substituted or missed out altogether. It's really annoying to receive 7 bruised, bullet hard bananas that never 'ripen at home' or pun nets of strawberries on special offer with a 2 day 'use by date,' which are so overripe they can only be used for smoothies. I find it hard to believe that the produce, transported in air conditioned, chilled vans, deteriorates that rapidly. I will continue to use Ocado because of the good service I get, but it would be lovely to be able to include fresh fruit on my order knowing that most of the time, it would be of a high standard. Other home delivery grocery services offer a 'fresh check' service where all the fresh produce is conveyed in one box which offers you the facility of checking it through with the driver and refusing to accept it as part of your delivery if it is bruised or substandard. Much easier than having to ask for a refund, and possibly a way of improving quality control”

Helpful Report

Posted 11 years ago

“Prompt delivery and very courteous friendly staff”

Helpful Report

Posted 11 years ago

“Wonderful friendly, polite team delivering groceries on time with a smile each time. Amazing website that actually makes online grocery shopping fun. Good prices and excellent advertised deals. Keep up the good work.”

Helpful Report

Posted 11 years ago

“Friendly and cheerful. Delivered early after asking for my permission. Excellent service,”

Helpful Report

Posted 11 years ago

“great product range and delivery service”

Helpful Report

Posted 11 years ago

“A very efficient service with hardly any missing items or substitutions. On time 95% of the time. I've had a delivery cancelled once when the van broke down. Was still charged though! Customer services were very apologetic and gave me a substantial amount of money off my next shop. All in all highly recommended.”

Helpful Report

Posted 11 years ago

Ocado is rated 4.0 based on 2,669 reviews