Ocado Reviews

Name: Ocado
Address: 3 Bishop Square, Hatfield
Rating: 4.04

4.0 Rating 2,649 Reviews

77 %

of reviewers recommend Ocado

Company Reviews

Questions

Metrics

4.0

Based on 2,649 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 3rd 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 like the one hour time slots, drivers usually on time and good selection of food. The only disappointment is the packing of bags, I frequently get squashed and damaged items due to poor packing, also packers need to check dates for fresh produce aren't too short.”

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Posted 10 years ago

“The freezer bags personally need to be given to the customer so they are reminded that they have bought frozen food. They never do. I have been caught out by this.”

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Posted 10 years ago

Gosh we're really sorry that your freezer bags haven't been given to you in the past and you've been caught without your frozen items Morwenna. This is very disappointing to hear as we expect our drivers to deliver all of your shopping with the colour coded bags. We've colour coded our bags to make it easier for customers to know which are the ambient, chilled and frozen products. This is to help make it easier to know which items are in which bag and to hopefully make it make it easier and less stressful putting your shopping away. It's concerning this hasn't been the case for you Morwenna and we'd love to look into this further for you. Please can you email us at ocado@ocado.com with your name, and Reviews.co.uk included in the subject. We hope this helps Morwenna and we look forward to hearing from you soon.

Posted 10 years ago

“I have been shopping with Ocado for a number of years now and most of the time the service is excellent. My mine gripe is usually with the packing. This week I had dog food pouches squashed with a box of beer on top and my yoghurts in the bag with raw chicken. I think if eggs, milk, yoghurts etc could have something to store them in as you do with bottles this would help.”

Helpful Report

Posted 10 years ago

Hi there Josie, we’re really sorry to hear that you’ve had a few issues with the packing of your shopping. Goodness having beer squashing your dog food pouches certainly isn’t the way we expect your shopping to be packed. We can appreciate what an inconvenience this must have been for you. Regarding your yoghurts packed with raw chicken, we have investigated the heat-sealing process for raw meat and fish products, and have found that it has been extensively developed, improving the safety and resilience of the packaging. We are now confident that it provides an acceptable barrier from other foodstuffs, and therefore we can safely pack these products within the same carrier bag as ready-to-eat products. But of course we do appreciate that not everyone is comfortable with raw meat being packed in the same bag, so please could you email us at ocado@ocado.com, with the subject including your name and Reviews.co.uk. We’ll then be able to pass feedback on to the relevant departments regarding the chicken and the packing of your shopping, as we are always looking for ways to improve our service. We hope this helps Josie and we look forward to hearing from you soon.

Posted 10 years ago

“Your search engine and the visibility into your vast product offering is absolutely terrible, the equivalent of walking into a supermarket, most of which is hidden from view or in the dark. What a waste of opportunity.”

Helpful Report

Posted 10 years ago

We’re really sorry to hear you found our search engine and visibility in viewing our product range to be terrible Hamid. This is really disappointing to hear as we intend our website to be intuitive, simple and user friendly. If you try using our ‘browse shop’ section, you will see all the various categories of products we have that should help make searching for the items you would like much easier. We hope this will help, but if you still have any problems finding the products you would like, please do email us at ocado@ocado.com with Reviews.co.uk and your username in the subject. We will then be able to get your feedback passed on as we're always looking at ways to improve our website and our service. We hope this helps Hamid and hope you continue to enjoy shopping with us.

Posted 10 years ago

“Having shopped online with other major supermarkets, Tesco, Sainsburys and Asda, I can say beyond a doubt that Ocado offer a far superior service. With the other supermarkets it is always touch and go if there are going to be missing items or substitutions. In fact one order from one of them contained 30 per cent missing items, 30 per cent substitutions so I only received 40 per cent of what I originally ordered. It is extremely rare for there to be a substitution from Ocado. The quality of the fresh products is consistently high and if there are any problems like breakages, which are rare, the refund method is very quick and easy. The drivers are always courteous too.”

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Posted 10 years ago

“Very few substitutions, a website that is easy to use, lovely deliverymen and excellent products!”

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Posted 10 years ago

“excellent customer service. excellent availability of products very rare to have substitutes. very obliging delivery drivers. what else can I say except please expand further North of the country.”

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Posted 10 years ago

“Always have a good range, lots of organic, good quality and friendly service.”

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Posted 10 years ago

“Amazing Company, Amazing Service - no other on line Grocery Store comes close!”

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Posted 10 years ago

“Generally good, not many substitutes but packing not always appropriate.”

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Posted 10 years ago

“Good delivery, always fresh produce.”

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Posted 10 years ago

“Great Customer service”

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Posted 10 years ago

“Excellent service. Always on time, hardly any substitutions and if there are any they're always sensible!”

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Posted 10 years ago

“Deliver drivers always polite and on time. Very rarely have any substitutions which is a major plus compared to other online supermarkets I've used.”

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Posted 10 years ago

“Very good range of products and good prices, with excellent customer service and delivery drivers. However, I can't forgive the inexplicable change in the cut-off time for amending orders - it's now 5:10 pm before the delivery day, instead of 9pm. Ocado is an online supermarket and should have a much later cut-off time - even Sainsbury's are longer at 11pm. Had to reluctantly cancel my Smart Pass, as I'm tired of getting home to find I've forgotten, or run out of, something and can't change my order. Smart Pass used to be good value (especially with product discounts and free samples), but the early cut-off has proved too much.”

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Posted 10 years ago

“Ocado is easy to order from and carries a large product range. Customer service is excellent and the drivers are always really pleasant.”

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Posted 10 years ago

“Very fair organisation that will always aim to meet it's objectives and if not wholly possible at the time, will keep it's word as soon as possible. They sell interesting produce and will always replace any faulty goods. J. Anderson. 0208 241 7624”

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Posted 10 years ago

“Your drivers are usually outstanding. When you deliver eggs, at least one is almost always broken, badly packed! Very seldom any substitutes, overall very happy with your service!”

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Posted 10 years ago

“I have been very happy with the service from Ocado. The vast majority of the drivers polite and friendly and always bring the shopping in for me. I like the fact that I am texted in advance to say who the driver will be and if there are any missing or substituted items. Would have given a five star rating, but I have had a couple of products with shorter shelf lives than normal recently, hence only 4 stars.”

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Posted 10 years ago

“Why would you shop anywhere else? Good range, reasonable prices, great service”

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Posted 10 years ago

Ocado is rated 4.0 based on 2,649 reviews