Ocado Reviews

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

“First time I used this online supermarket. Service was fantastic driver was so friendly, explained about the service bags had fridge freezer etc on the bags. The receipt was so helpful as told you the days the food needed to be used. Very happy with this online shop.”

Helpful Report

Posted 7 years ago

“Never ever order from Ocado. I have never had a problem free order. It is Holy Thursday I have 17 people coming to lunch tomorrow. I was told this afternoon that my order was running 2 and 1/2 hours late. I have just received a phone call from the driver who is now not going to deliver my order. There is no delivery slot for tomorrow morning! They are cancelling my order. I have called your call line and was then spoken to very rudely by your representative, Bob who hung up on my husband when he got cross with about rude he was being. Your customer service is appalling. Your service generally is appalling. I will never use you again and will be publicising my dissatisfaction as widely as I can. P.S I put 1 star because I had to”

Helpful Report

Posted 7 years ago

We are very sorry to hear this Elizabeth, we can certainly appreciate the disappointment caused especially due to the circumstances you have outlined. It's disappointing to learn of your trouble with one of our advisors, and this is something we can look further into. Please kindly email us at ocado@ocado.com, or even call again at 0345 656 1234 so that we can look into this for you. - Anna

Posted 7 years ago

“Always fresh food delivery on time very good customer service highly recommended”

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Posted 7 years ago

“I have just found Gradz Breads only available at Ocado. Good selection of Gluton free, Rye, etc. they are extremely good. The best breads I’ve tried for ages.”

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Posted 7 years ago

“Quick and easy ordering - love that they accept PayPal as a payment method as it's so much more secure and convenient.”

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Posted 7 years ago

“great quality good and no delivery charge. Very happy with customer service and the delivery driver wasfriendly and informative!”

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Posted 7 years ago

“Had a delivery driver who had a very aggressive attitude towards us sorry to say but looks like you need to be on top off things Will never ever use Ocado again They just racist drivers”

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Posted 7 years ago

This is very concerning, George. We'd like to investigate this further so please do send us an email to ocado@ocado.com including this review so that we can assist you further and include as much information as possible. - Christian

Posted 7 years ago

“Amazing vegan and gluten free options”

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Posted 7 years ago

“Excellent service always delivered with scheduled time ... rarely have missing items ... can’t live without it”

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Posted 7 years ago

“Tried Ocado for the first time. They sell some quality products. Was looking for a particular wine that I couldn't get anywhere. They had it. Also good price. Ordered and was delivered by a very polite man - really nice to meet friendly, polite staff. Will be ordering again and hope for the same customer service, so missing from other stores these days.”

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Posted 7 years ago

“Not for the first time, an Ocado delivery van LK67OPA has woken us up early (for us) in the morning. Leaving their engine running whilst parked outside our next door neighbours house for nearly 15 minutes before 7.00 am, is out of order. Last time we had to complain, the driver also left his radio on, blasting out some terrible noise.”

Helpful Report

Posted 7 years ago

Hi Mike. We are sorry to hear that you have had some inconvenience with our driver, I hope that you have made us aware of this so that we can report the feedback to our Driving Team! Our staff are well trained in their job and we would expect for them to be polite and considerate of neighbours when making their deliveries. Please do send us an email to ocado@ocado.com including this review so that we can assist you further. -Christian

Posted 7 years ago

“I found my dog's diet food for a great price on Ocado, which would have been almost twice the price somewhere else, and not only was I able to pick a narrow time slot that meant I wouldn't have to wait around for hours at home for the delivery, but the delivery was right on time. Then after I got my delivery I realised I'd ordered too much, something that was 100% my fault so I called to see if I would be able to return some of the dog food, Vicky the customer services rep' was really helpful and friendly, said it wouldn't be an issue and that I could return as much as I wanted, she even offered to call me back so I could work out how much I wanted to return, and then followed up to with another call to let me know someone would be round to come collect the items the next morning. Once again the driver that came to collect the bags of dog food, Richard, was really friendly and helpful. The best customer service experience I've ever had, and the reason for the return wasn't even their fault it was mine.”

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Posted 7 years ago

“Always good communication. Good offers and friendly delivery people. Fantastic”

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Posted 7 years ago

“Excellent range, fast delivery, all goods delivered. V happy”

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Posted 7 years ago

“Quick and easy delivery service with lots of options.”

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Posted 7 years ago

“Reliable and great value and great offersand flash sales quality in all respects with a wide choice! PERFECT!”

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Posted 7 years ago

“This service is unacceptable.... I cancelled my order within the timescale by removing items from my basket and checked out, this stated that it was editing my order. I then checked the app and it stated that there were no deliveries scheduled hence thinking it had been successfully cancelled.... how wrong was I. I woke to a text from Ocado telling me my order would be delivered. After 2 phone calls and an email to customer services I received a call from a manager insisting that nothing could be done. I must take the perishable items or still be charged, even though in my view I had cancelled everything. Terrible service, very unfair. I WILL NOT ever use them again and will tell everyone I see about this poor service.”

Helpful Report

Posted 7 years ago

We apologise for the disappointment caused Lucy, emptying your basket won't cancel your order as when you're making changes you need to checkout to confirm changes you make, and it's not possible to checkout an empty basket. We'll pass your feedback on to the relevant team so hopefully make this more clear.

Posted 7 years ago

“Excellent delivery drivers. Could not be more helpful.”

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Posted 7 years ago

“Excellent delivery drivers. Could not be more helpful.”

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Posted 7 years ago

“Very poor quality and customer service lately - Ocado used to be a class act. Not any more. Fresh fruit and grocery are often shoved in the freezer section of the home delivery service and as a result spoiled. Last two deliveries I had hairy tomatoes, clearly very, very poor storage back at the warehouse, and the couldn't give a stuff. Had hell of a job getting them to close my account and remove my details due to intransigent staff. \if they cannot even look after tomatoes properly then one wonders what other poorly kept produce has been putting us at risk. Sort of conduct you would expect from Del Boy, not from a company run by fat cat executives. Another British company headed for the can.”

Helpful Report

Posted 7 years ago

Sorry to hear of the issues you've had with us and that it's lead you to close your account, this isn't what we want happening at all and we apologise for the issues you've had shopping with us. If you'd like to speak to us any further in regards to this, please email ocado@ocado.com, call 0345 656 1234. Facebook or Tweet us.

Posted 7 years ago

Ocado is rated 4.0 based on 2,658 reviews