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

“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 10 years ago

“Always polite and helpful.”

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Posted 10 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”

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Posted 10 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”

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Posted 10 years ago

“Prompt delivery and very courteous friendly staff”

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Posted 10 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.”

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Posted 10 years ago

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

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Posted 10 years ago

“great product range and delivery service”

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Posted 10 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.”

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Posted 10 years ago

“Excellent service and user friendly website.”

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Posted 10 years ago

“Very good service and the delivery personnel are dedicated and polite. Guaranteed price promise to match Tescos. Good weekly offers which help with food budgets. Occasional free gifts and samples are also a nice surprise. The Ocado website and mobile app are very easy to use.”

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Posted 10 years ago

“Easy to use website......once you have set up your favourites. Prices good. One hour delivery slots....Drivers always VERY friendly and helpful. They will telephone if they are early or late, which is unusual. Easy to report damages and receive refunds. Only negatives are the selection of products...(.some of my favourites are no longer available!) and the hard sell when you try to complete your order...it takes a few clicks before it allows you to checkout!”

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Posted 10 years ago

“Reliable deliveries by charming drivers. Always get my order in full. Am very satisfied with the excellent service provided. I hate shopping and am now unable to shop personally in the store so I rely on this service very heavily and it enables me to stay independent. I have tried other providers but none came close to the level achieved by waitrose and ocado. I do not normally complete these review requests but have made an exception here. Thank you.”

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Posted 10 years ago

“The variety of products on offer is excellent, the service is 95% on time and polite, and the bags are good and sturdy for recycling purposes. All in all an excellent service.”

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Posted 10 years ago

“I've been shopping with Ocado for several years and they haven't put a foot wrong in all that time. Drivers are always on time (and occasionally early, having checked by phone that it's ok to be early), also courteous, friendly and cheerful. Products are sensibly packed in bags that can be returned for recycling. Missing or substitute items are rare and there's often a surprise free sample of something as a treat. Altogether an exceptional service ethos, backed up by an efficient logistical operation and a *very* easy-to-use website and app.”

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Posted 10 years ago

“The driver was late but did not call me”

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Posted 10 years ago

Hi Sophie, we are so sorry to hear this, our drivers are all trained to call our customers in advance, should it ever transpire that they are going to be late, if you could email us at ocado@ocado.com and put 'reviews.co.uk' in the subject field, we can get this looked into on your behalf, and hopefully prevent this sort of thing happening again. Many thanks for your review.

Posted 10 years ago

“I find it an excellent service - very few substitute items an delivery within the one hour slot. Also prices compare well with other supermarkets.”

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Posted 10 years ago

“Good product range, with very few substitutions. The drivers are invariably helpful & very pleasant.”

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Posted 10 years ago

“Makes feeding my family, hosting parties and social events at home, and life generally so much easier. I have been using Ocado for several years now, and can't remember the last time I had a substitution. The drivers are really helpful, and so are customer services. When I ring them up to tell them I have messed up and no-one will be in to accept the delivery they work with me to come up with a good solution. Thank you Ocado!”

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Posted 10 years ago

“Deliveries are almost always within the alloted timeslot, the delivery mean are always polite and unobtrusive and the merchandise arrives in perfect condition. This is a lifesaver in our home as we don't have a car and it saves us a lot of time. We can find nearly all the products we need at good prices.”

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Posted 10 years ago

Ocado is rated 4.0 based on 2,658 reviews