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

“I have shopped with Ocado on a weekly basis now for about 3 years. In general they are very good. however, the only reason I have marked them good instead of very good is because I think the way they are packed for delivery could be improved. ( ie. items put together in same bag, occasionally the odd item gets crushed ). This said, the few times I have had to phone and complain , customer services sort the problem out immediately. Very easy to shop, the drivers are very helpful and friendly. They now charge the 5p for carrier bags as do other shops the plus side though is that they refund this amount when you return the bags .”

Helpful Report

Posted 10 years ago

“On time deliveries, easy refunds (if needed), good customer service. Good website, set out well & easy to use. Great offers, great range of products. Have used other retailers but Ocado wins hands down. Def recommended.”

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Posted 10 years ago

“I love Ocado. Have tried Sainsburys, Tesco and Waitrose but Ocado is the best. They rarely substitute food, it is delivered on time and the quality of the food is very good. They sell wide range of products apart from food. If there is (rarely) problem with an item a refund is given. Unlike the supermarkets where customers shop which run out of items and then substitute Ocado have high tech system with customised warehouses and customers do not have access and pick up food! The drivers are all very pleasant and keep to their time schedule.”

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Posted 10 years ago

“Stop using so many bags. Some are packed to the limit. Others have one item in them”

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Posted 10 years ago

“Great choice of products and of time slots for delivery. Reliable delivery, they have only been late once in nearly 2 years. Hardly ever missing items, though a few recently. Courteous drivers and nice big bags which I like! Only think they could do better is take a bit better care of my raspberries. They often arrive having been buffed about a lot and are going a bit mushy. I don't remember that with Tesco who I used before. I get a quick no quibbles refund every time but I'd prefer nice raspberries. But that's my only complaint”

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Posted 10 years ago

“Moving to Ocado for my weekly grocery delivery was one of the wisest decisions I have ever made. Only once in over five years has there been a problem with the delivery driver. Rare problems with spoilt goods have always been resolved by Ocado staff with speed and efficiency, and not just speed and efficiency but also with pleasantness and a determination to put things right.”

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Posted 10 years ago

“Always excellent service and barely any missing items. Only thing I would change is the Christmas booking delivery slots. Having to get online at midnight is ridiculous and most slots have gone by 6am. Maybe preferrence could be given to one pass members or at least open the slots at a decent hour.”

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Posted 10 years ago

“Love the app. Great service. Very impressed”

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Posted 10 years ago

“Easy shopping reliably, pleasantly and helpfully delivered ; good value with regular, excellent special offers”

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Posted 10 years ago

“I am very pleased with the service Ocado gives. The drivers are always friendly, helpful and polite. One request...... Please could raw meat be put in a separate carrier bag.”

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Posted 10 years ago

“We've been using Ocado for several years now and would recommend it wholeheartedly. Website is easy to navigate and contains lots of product information, prices compare favourably with major supermarkets, one-hour delivery slots, friendly drivers and on the rare occasions we've had a problem with a product a prompt and courteous response and refund. We value the service so highly it's one of the essential criteria that when we next move house it must be to an area covered by Ocado!”

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Posted 10 years ago

“The driver delivering our shopping was very professional yet friendly. He delivered the shopping with a friendly demeanour despite the pouring rain! I didn't get his name but he delivered to 11 manor road Hatfield 10am-11am on Saturday 7 November 2015. Really good service. Well done that man????”

Helpful Report

Posted 10 years ago

“My main positive comments are; 1, Variety and quality - I can get a very good range of fresh and less usual produce, for example, tahini, which I can't buy locally. Lovely tasty Italian tomatoes, large butter beans, very good un-dyed smoked fish etc. 2. Delivery - on time by helpful and polite staff. I can order one day and the shopping is there the next day. 3. No Waitrose near where I live and their products are excellent. Not so good; 1. For two weeks running my favourite breads were unavailable (Gail's and Vogels). 2. Sell by/use by dates when I plan the weeks menu I may get something that will have reached its use by date before I have planned to use it.”

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Posted 10 years ago

“to many times items are not available when required”

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Posted 10 years ago

“Courteous efficient drivers.”

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Posted 10 years ago

“My overall shopping experience is good - your website is the best I have come across and, on the whole, your delivery drivers are excellent. What fails the company is your use by dates. My bread is often stale on arrival - last week is was delivered p.m. on the 6th Nov with a best before date of the 8th - and yet you claim it is 3 days+ life. The vegetables are much the same. Ocado would be getting a perfect score if only this could be sorted. What I very much like is that I get the opportunity of trying food brands that I have not heard of before. Please give us fresh produce - we would love you for life!!!!!”

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Posted 10 years ago

“I have been very satisfied with the service I have received from Ocado which is why I've been with them for 12 years. I do however occasionally have issues with their website but if I email them they are quick to sort out my problem. However, I have been paying an annual delivery fee but am still expected to pay an additional high charge for a delivery during Christmas week. I refuse to do this as a matter of principle.”

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Posted 10 years ago

“Would highly recommend Ocado, having shopped with them for many years now. Drivers always courteous and helpful, site easy to use and access, along with apps available. Good range of items, from Waitrose, Ocado and many locally sourced, smaller companies too. Something for everyone.”

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Posted 10 years ago

“I love using Ocado. They are efficient, they have a very good range of products including specialty products (eg kosher), they offer very convenient time slots for delivery, their drivers are rarely late and when they are they always keep you well informed. The Ocado app is excellent (though I'd suggest making the search option more user friendly). Their pricing is fair and reasonable and the products are usually of very good quality. I highly recommend using them”

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Posted 10 years ago

“Rarely any problem with unavailability of ordered items. Packing rather haphazard - bags of floor with sharp cornered boxes; eggs with cans; pet food with people food; cleaning products on top of cream - some of these have led to a messy delivery, but drivers always helpful. Would have liked to be able to opt for bagless delivery, but systems seems fair so far.”

Helpful Report

Posted 10 years ago

Ocado is rated 4.0 based on 2,658 reviews