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

“We had used Ocado occasionally before being offered a deal on the Smart Pass. We signed up and it has revolutionised our lives. My wife has a long term illness and my autistic son didn't and currently still doesn't like going out (other than to school), so the service Ocado offered transformed what was really becoming quite a chore. Thank you Ocado and your helpful & friendly drivers for all that you do. I think in the 7 months we have been using them (2 deliveries a week on average), there has only been one substitution. Believe me, I was sceptical abut signing up to Smart Pass, but we'll never go back in a store again - and we won't miss it either!”

Helpful Report

Posted 10 years ago

“Service is good. Delivery slots are usually available and there are rarely any substitutions.”

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Posted 10 years ago

“I like alot of the products available from Ocado which is why I still shop with them. They have some interesting foods of a generally high quality. Unforunately the packing leaves alot to be desired and I frequently have to return damaged items because everything has been thown in randomly. Morrisons use the same delivery service so I don't use them anymore for the same reason and because their food is pretty run of the mill its not worth putting up with the poor delivery. I have had a few issues with food, quite often organic, going off well before its use by date.”

Helpful Report

Posted 10 years ago

Hi Karen, we're really sorry to hear that the packing of your orders has been so poor, this is not what we'd expect at all, it's really disappointing that this has meant you've missed out on lots of items. We hope you've contacted us regarding this as we would really like to look into it, if you haven't, could we please ask you to email ocado@ocado.com with Reviews.co.uk in the subject? We're a little concerned to hear that you've been having problems with organic items too, this is also worrying and definitely something we'd want to look into.

Posted 10 years ago

“I am a longstanding customer of Ocado because the service I receive is absolutely beyond compare and the convenience of shopping online with a trusted company fits in well with my busy family life. The excellent website and iphone app are incredibly straightforward and user friendly. I love the one hour delivery slots, and being able to rely on drivers to make that slot. The drivers are always exceptionally friendly and helpful, as are the customer service team and, on the very rare occasion that I have encountered a problem, it has been dealt with promptly and with a mind to complete customer satisfaction. And last, but most certainly not least, I love the fact that I rarely have substituted items in my shopping order and when I do, they are sensible substitutions. I always recommend Ocado to my friends and family, all of whom have subsequently commented on what a great service the company provides.”

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Posted 10 years ago

“Over the years the 'perishable' food quality has improved considerably, the introduction of butchers and fishmongers in particular. Substitutions can still be irritating, especially when there isn't one (no pints of semi-skimmed milk last week?). Packing is a nightmare; so random, with eggs being the biggest casualty. Please do not put anything else in with bottles and bottles only need their cardboard holder not a carrier bag as well. The web site needs to be looked at as it to is pretty random, coming up with ideas that are not customer focussed. Finally please do not e-mail me to tell me that I've save 41p on my last shop; one it is pathetic and two, I've generally saved more than that so it is pointless. Overall much better than going to a supermarket, although if your logarithms are working you will note a sharp decrease in our fruit and veg spending as we now go to a local independent supermarket where it is 50% cheaper and superior choice and quality.”

Helpful Report

Posted 10 years ago

Hi Peter, it's very disappointing to hear that you've been receiving some less than satisfying food over the years. A lot of time and effort has gone into vetting our suppliers and ensuring only the highest quality products make their way to your door, so it is disheartening to hear that the standards have been slipping in your experience. We're sorry that there isn't always a substitution available, occasionally we can be let down by a supplier when it comes to picking and packing your order, if this happens we will try and substitute with other items we have available, however these can only come from extra items we have, which aren't already allocated to an order. As we aim to reduce waste as much as possible, we only order what we need to fulfil deliveries, so if we are let down it can sometimes mean we don't have an alternative available. We understand how disappointing and inconvenient this must be but we do our best to ensure this is a rare occurrence. It's really worrying to hear that your eggs are consistently turning up in poor shape, this definitely should not be happening. We hope you've been requesting refunds whenever this happens, we'd really like to investigate this further with our Warehouse team. We'd like to discuss your concerns regarding the website with you further, as it certainly shouldn't have a random feel and is aimed to be as customer focussed as possible. We're sorry for the disappointment with our Low Price Promise emails, sadly these are automated but we can understand how they could be irritating. If you could email us at ocado@ocado.com, and include Reviews.co.uk in the subject, we'd really like to discuss your concerns with you further.

Posted 10 years ago

“Overall Ocado is very good. Very few substitutions and on time. However the packing is not always great. Yesterday I had a broken can on beer, the cost of which was refunded by the driver. But I had a bag of dripping beer all across the kitchen. Then on continuing to unpack I found a split bag of flour. Hardly worth a phone call for recompense but extremely messy and most annoying.”

Helpful Report

Posted 10 years ago

Hi Valerie, we're really sorry to hear that there was leaking beer and a split bag of flour in your order, this must be really irritating and we would like to apologise for this. We'd really like to get those refunded and reported to our Warehouse Management team, they can liaise with the individual packers who picked your order and let them know of the damages, as well as what we can do to avoid this in future. Could you please email us at ocado@ocado.com, with Reviews.co.uk in the subject?

Posted 10 years ago

“I use ocado as they have a good selection of products, nearly always on time, and rarely and substitutions. The ability to do pet food etc at same time as a definite plus”

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Posted 10 years ago

“Ocado raises the bar for my expectations around how any online retailer or service operates. I do all of my grocery shopping from my mobile app, in less than 5 minutes. That is a massive time saver over what is ordinarily a tedious activity! Ocado is also continuing to develop new features and capabilities on the app, which is also great to see. On the odd occasion when i've had an issue, (missed a flight home) Ocado has been excellent at reorganising my delivery, taking the stress out of those unforeseen issues. I have already recommended Ocado to a number of friends, who are now regular customers. I would highly recommend them.”

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Posted 10 years ago

“Always excellent service and on time. Drivers always polite and pleasant.”

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Posted 10 years ago

“LOVE Ocado! Have tried all the online grocers over the years and always come back to Ocado. App is great and you can shop on the go using your phone, super user friendly. Drivers are always absolutely lovely, so friendly and helpful and customer service is excellent. My first big worry when moving house out of London was 'will I still be able to get Ocado'. Luckily I could, phew!!!!”

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Posted 10 years ago

“Great range of products. Convenient time slots and excellent customer service. Ocado app is easy to use and navigate so shopping is easy - particularly like the bar scanning option. Have been using Ocado now for a number of years and will continue to use them very impressed.”

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Posted 10 years ago

“On the ocado app there should be a way to ask for refund. It would be absolutely amazing if ocado could deliver marks and spencer food as well! There is no delivery service for food by marks (business potential for ocado) and most people would be in agreement that marks has better quality for food.”

Helpful Report

Posted 10 years ago

Hi Amireh, thank you so much for your feedback. Our super techies are working hard on improving and developing our app and so a refunds option is currently an idea they are working on. Keep your eyes peeled for that ;) In regards to Marks and Spencer food, we will of course pass this suggestion on for you. We can't guarantee this would happen in the future but we can certainly pass on your comments for consideration. We hope you continue to enjoy shopping at Ocado.

Posted 10 years ago

“I have tried all the supermarkets and ocado is the best grocery delivery service by far The packing is occasionally haphazard (for example a bottle of coke sqashing a cake) but even this has improved recently. Items are sometimes forgotten, but whatever the problem (squashed cake or missing item) ocado will give you a refund at the click of a button! I love the one click additions option too!”

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Posted 10 years ago

“Been shopping with Ocado for more than 10 years. Consistently excellent service and great quality food. Rare issues are dealt with speedily and very fairly. Make my busy life a little bit easier!”

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Posted 10 years ago

“Polite helpful drivers. Fresh good quality fruit and veg. Like the fact not 'handled' by a 'picker' around the store. Good range. No quibble refund. Helpful customer service. All good”

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Posted 10 years ago

“The drivers that Ocado employee are true professionals, always friendly, helpful and polite. Products received generally of a high standard and good shelf live. My only criticism would be you are constantly offering big vouchers to new customers but never much incentive for existing loyal customers.”

Helpful Report

Posted 10 years ago

Hi Denise, we're very pleased to hear that you are loving our service and especially our wonderful drivers. We will be sure to pass on all of your fantastic comments. We are however, sorry to hear you feel that we only offer vouchers to our new customers. We can assure you this is not the case. All customers are given £20 discounts when joining our service. Our Marketing team do work hard to treat all of our customers and offers lots of different perks to regular shoppers and Smart Pass holders. We do have lots of different loyalty schemes and perks so keep your eyes peeled on your emails. Thanks again for your feedback.

Posted 10 years ago

“You r never late, rarely have omissions on my order & remind me by text of delivery in plenty of time”

Helpful Report

Posted 10 years ago

“We love Ocado and have a for some years now. However, they have really come into their own since we had a child. With a newborn it was just easier to have someone bring all we needed to the house. Now , with an autistic toddler, its a lifeline. My son cant cope with the supermarket and Ocado means he doesn't have to. The choice available is fantastic, allowing us to buy exciting gluten free options for our sons gf diet and discover products from all over the world as well as every day favourites. The website is so intuitive. I once tried a competitor, but the layout of their site made no sense to me and I gave up! Your drivers always bring the bags into the house for me and any issues have been resolved so quickly and professionally I simply cant fault the service. You guys rock!”

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Posted 10 years ago

“Words are inadequate fully to express my love for Ocado. But I'll try! Ocado is simply wonderful. I use it about twice a week. It saves lots of time of course, and money too: - if I drive my car to Waitrose, then pay to park, that would certainly cost me more money. The app on iPad and iPhone are great too. I always get these to show me all my 'favourites'. This means I can go "click - click - click" on what's needed in a few seconds - without even getting out of bed. If I ever move house, I'll first check to see whether Ocado delivers there! I won't buy a house where it isn't available. Malcolm Messiter”

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Posted 10 years ago

“Love, Love, Love Ocado! Living in a rural community it's a long drive to my nearest supermarket and then when I get there they often don't have products that I consider "basics". In order to find slightly different ingredients it's a 30 mile round trip, which I loathe. Fortunately Ocado stock pretty much anything! I regularly check the prices of my regular shopping with the other big supermarkets and Ocado are usually cheaper too (yes really) and the quality is almost always spot on. On the very rare occasion when I receive a substandard product Ocado refund without question and in three years with Ocado I think I've received three substitute items! My shopping arrives on time, every week with a smile and I never need to set foot in a Supermarket again if I don't want to ... What's not to love!”

Helpful Report

Posted 10 years ago

Ocado is rated 4.0 based on 2,658 reviews