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

Write Your review

Tell us how Ocado made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

Whats your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

Ocado 1 star review on 12th September 2025

Anonymous

Anonymous // 01/01/2019

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

“I have been with Ocado for approximately 12 years but the experience of the last couple of weeks has finished me. My daughter is classed as extremely high risk but this has not stopped Ocado from cancelling two deliveries and stopping my reserved slot of a Friday. I relied on the Friday slot so that we did not have to go out to shop thereby protecting our daughter. Someone mentioned an access slot and all I can say is what access slot as I have never received anything about this. They have let me down when I thought I could at least rely on one slot a week during this difficult time. Will I be with them after this, no I think not. I have two orders booked but then nothing. Emailing is waste of time, no help whatsoever”

Helpful Report

Posted 5 years ago

“I'm classed as extremely vulnerable have shopped with.u for years but still unable to get a slot. Then at times the page tells me to choose a slot but there's none. Shambolic service to loyal customers. Hope we all learn from this service not to put all our eggs in one basket in future they deserve to loose customers after this”

Helpful Report

Posted 5 years ago

“No consideration for long time customers or smart pass holders. Vulnerable people come first that's a given. But taking care of them does not explain the chaos, unavailability of slots, farcical queuing system and dishonest 'we're trying so hard' emails which constitute their response to the crisis. Obvious explanation is that they cashed in on the extra demand for online deliveries and long time customers suffered for their greed. Shocking!”

Helpful Report

Posted 5 years ago

“Been a loyal customer for a few years. Shambolic website during this Covid-19 crisis. Any time smart pass customers, as I am, unable to get a delivery slot despite their so-called priority access slot. Mine was last night at 7pm, of course no slots left as only 3 days worth released at a time. Total pot luck as to when you can get on. Unable to order now for 2 weeks. You have to keep logging in all day, every day, to see if you are in the prority selection, what a joke! Won't be with Ocado after this”

Helpful Report

Posted 5 years ago

“Shocking service.Been with Ocado from when they started, Have been shown no loyalty from them, I know it’s been very hard but long standing customers have been given no care. My driver took away some subs. Didn’t refund me for them and I can’t contact anyone as they have turned off phones and don’t answer emails and can’t get in website”

Helpful Report

Posted 5 years ago

“I completely understand and get that ocado are trying to deliver groceries to the elderly and most vulnerable as they deserve to be given top priority. What I don't understand, I have been a customer for a while now, I work long hours serving our community and do not have the opportunity to sit and wait for hours in these virtual queues. You have cancelled two of my pre booked delivery slots without any explanation. Last Friday I went to sainsbury after work only to find empty shelves. I am so disappointed Ocado with the way you have treated us, your loyal customers. I will be taking my custom somewhere else.”

Helpful Report

Posted 5 years ago

“Having been a customer for 8 years and having registered a regular delivery slot for Thursdays , I am apalled that not only can I get on the website to edit my shop for tomorrow but on reading they’re paragraph on Covid 19 , regular slits have been lost with no notification to the customer leaving us with no shopping . I have also spoken to people shopping for the 1st time with you that they have their orders when we have a smart pass in which we are paying for a non existent delivery . The least they could have done was notify us . Everyone understands this difficult situation at this time but loyalty has obviously left the building.”

Helpful Report

Posted 5 years ago

“As soon as the virus has gone, so will be any future orders from this shambles of a company, years of loyalty, trashed in a month. Shame on you Ocado, Profit befor People. Revenue over Loyalty. Greedy and rotten to the core.”

Helpful Report

Posted 5 years ago

“According to Ocado's message today I have been added to the priority list to edit Friday's order - have I heck; as soon as I try to log in it says welcome back and kicks me off to the same stupid message that they have no slots for today. Their IT department is just hopeless; only redeeming feature is the friendly drivers - if ever I get to see one gain Ray Sadler”

Helpful Report

Posted 5 years ago

“Have been an Ocado customer for more than a decade. While I understand it's been a difficult time, it's been an absolute nightmare over the past few weeks with ordering, getting slots and deliveries. It's so frustrating to be in an endless queue. Have received confusing messages from them regarding our usual 'reserved' slot and they seem to have no idea what they are doing. Only redeeming feature is that the delivery drivers are still lovely to deal with. I am (and am sure that others are too) looking at other options and once this is over, they may just be a few customers down ...”

Helpful Report

Posted 5 years ago

“I am in utter disbelief how they can plummet from my normal five stars to zero in such a short time. Having shopped with Ocado for many years, I was disappointed that I couldn't place an order repeatedly, despite being a SmartPass customer. Being placed in a virtual queue was archaic, but worse was to come: having been looped through FOUR queues, received a message 'Oops! Something went wrong: please call...' That was the final straw. Add to that, social media was oozing praise, with 'Karen' types openly saying how they were impressed with their FIRST order, and another for BOTH her deliveries within the same week. The same breed then went on to bray like donkeys asking why established customers were disappointed, and to 'be positive'. Well, Karens, I hope you stash of food rots. Ocado, you've failed miserably during a difficult time and your 'high demand' mantra is pathetic. The email received saying 'we'll promise you a link soon' never arrived. Lies. You've abandoned your reliable customer base. I will never use you again, because you treat customers as commodities. No doubt the company will fall further down the ratings as you ditch Waitrose and shack up with M&S. One star is too good a score.”

Helpful Report

Posted 5 years ago

“Would rather Ocado were honest and said up front that some customers will simply not get a delivery slot throughout the pandemic - would at least avoid people’s frustration hanging in a queue! Might lose more loyal customers if you don’t start communicating more”

Helpful Report

Posted 5 years ago

“Ocado site still down and unable to amend order for 3 days now”

Helpful Report

Posted 5 years ago

“I have just received my confirmation for next week’s order under Ocado Reserved but it contained the following message - We were unable to reserve the following future orders: Saturday, 18 April 2020: We were unable to reserve a delivery slot for this day. Please visit our website to select an alternative delivery. I accept that this is Easter weekend but having shown loyalty to them for a considerable length of time - to be given this information under the current climate is not the customer service I would expect from Ocado. Lots of people rely on the service and pay for reserved deliveries - these people will now have to rebook slots - if available or venture out against Government advice to do their shopping. Not what I expect from a responsible company. Pull your socks up Ocado and respect your customers.”

Helpful Report

Posted 5 years ago

“Allowed me to purchase delivery pass. Allowed me to do an online shop. NO Delivery slots despite being in endless virtual queues for days on end and wasting 20 hours watching my queue position which all came to nothing. This shop was NOT for me but my registered blind elderly relative so I am VERY unhappy with Ocado. Not good”

Helpful Report

Posted 5 years ago

“I am in a state of complete disbelief as I contemplate the utterly shambolic approach by Ocado to the current crisis. A crisis of unprecedented proportions it is, yes, but Ocado's handling of it and the treatment meted out to loyal customers has been shockingly bad. To cite just one example: Why do you see fit to string your customers along with false statements? Last night the hopelessly inadequate/misleading 'queue' system (it's not a queue, it's a 'fob off') told me that I should come back today (Sunday) between 8 am and 3 pm to edit my order for this Tuesday. A ray of light I foolishly thought to myself, as I hadn't been able to access the website, despite innumerable attempts, over the past week. And what I am I told when I attempt to access the website this morning at 8 am? That the website is still inaccessible and "if you want to edit an order for later this week, please come back on Monday." Specifics now completely absent and absolutely no sign that I will ever be able to edit my order for Tuesday. I haven't even mentioned the blatant profiteering (where have all the offers gone?) in this time of crisis, the fact the customer services team has gone AWOL (don't expect any response via email or online chat)...”

Helpful Report

Posted 5 years ago

“Absolutely agree with negative reviews. I have had good service for years (12 plus) with Ocado, until the current crises.. No loyalty to regular customers & considering they deal only on line, trying to access & order is now non existent. They do not deserve any future customers appalling service when really needed.”

Helpful Report

Posted 5 years ago

“1 star but would have given them zero. For an online retailer, the service is appalling and they’re profiting by cancelling reserved slots and their online service has been offline for nearly 48 hours!”

Helpful Report

Posted 5 years ago

“While understanding the pressures - we need to have clearer information. We need to know if there is any point returning on another day. Waiting and waiting only to find out there are no slots, or to be timed out is time wasted, if in fact we need to find other sources of basic groceries. What I want is the company to be honest and to create a proper waiting list, which would be fairer surely.”

Helpful Report

Posted 5 years ago

“Been with Ocado for 12 plus years, spending a minimum of £500 a month. Like so many here, not been able to us Ocado for 2 weeks now but they had the cheek to collect money for our smart pass. Last time I looked there was a 2 hour wait for a delivery slot. Much easier to go to the supermarket ( if you can). I emailed Ocado to cancel the smart pass but still no acknowledgment after 3 days. I hope all their new customers will stay loyal as I am taking my business elsewhere. So disappointed.”

Helpful Report

Posted 5 years ago

Ocado is rated 4.0 based on 2,658 reviews