Ocado Reviews

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

4.0 Rating 2,643 Reviews

77 %

of reviewers recommend Ocado

Company Reviews

Questions

Metrics

4.0

Based on 2,643 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)

What's 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.

Anonymous

Anonymous // 01/01/2019

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

“Have Ocado shop weekly. Usually very good , don't often have substitutes. The biggest problem by far is very poor packing! On many occasions I have squashed goods due to heavy items being placed on top of softer items. If I were to leave Ocado and go else where it would be due to this problem.”

Helpful Report

Posted 9 years ago

Thank you for your review Heather, it is really disappointing to hear that the packing of your items has been so poor, this is something we are always looking to improve and we are so sorry that you have yet to witness this. We know that it can be an inconvenience, but if you could contact us if/when this happens we will always look to get this investigated and offer refunds where necessary, with our customers help, we will improve this area of our service. Many thanks again.

Posted 9 years ago

“Excellent service. Great delivery options and helpful, polite drivers. Offers have reduced in value recently but otherwise, I'm very happy”

Helpful Report

Posted 9 years ago

“The drivers are nice and friendly and provide a reliable delivery service. Lately, although I have not requested a refund my okra has been delivered and are either mouldy on arrival or by the time I need to use them which is very disappointing. The rest of my veg regularly ordered is also hit and miss. My meat on occasion has not been as fresh and I have at least twice has to dispose of my lamb cutlets. I have purchased oxtail from Canary Wharf Waitrose and it would be good to be able to order online anything I can buy in the shop. My overall view is that Ocado are good and I would recommend them but they could be better.”

Helpful Report

Posted 9 years ago

Many thanks for your review Michelle, it is a real shame to hear you have been let down by some of your fresh produce recently and we sincerely apologise for any disappointment this has caused, if you could contact us should this ever happen again, we can obtain more of the product information and look to get this passed on for further quality control checks. With regard to some Waitrose products, where we do offer an extensive range, we do not currently hold all Waitrose items, that being said, there is a product request function at the bottom of every page on our website, should you ever wish to see an item we do not sell, please fill this out and it will be sent directly to our Trading department. We hope this has been helpful and thank you again for your review.

Posted 9 years ago

“All items arrived undamaged - but because of whatever delay there was at the warehouse I had to make arrangements to stay home to receive a late delivery.”

Helpful Report

Posted 9 years ago

“My overall impressions of Ocado are very favourable. However, the very poor packaging is an on-going problem. We continually get things like boxes of cereal on top of soft fruit which gets badly bruised from the corners of the boxes. I know other customers have this problem and your drivers acknowledge it. I would give you the top rating if you'd sort this.”

Helpful Report

Posted 9 years ago

Many thanks for your review Chris, we appreciate that poor packing can be a real inconvenience and we are so sorry you have seen evidence of this, please do always contact us should this ever happen, as we are able to identify by whom and when your shopping was packed, further training can be offered, and we can also provide refunds where applicable, with our customers help we will endeavour to improve in this area wherever we can. Many thanks again for your review.

Posted 9 years ago

“Always found Ocado excellent with friendly drivers and on time. More recently, though , have received fresh produce not at it's best due to poor packing. For example fresh herbs , nicely boxed for protection, packed upside down so crushed in box. Apples often bruised and occasional items squashed and leaked onto other items.”

Helpful Report

Posted 9 years ago

“Great service”

Helpful Report

Posted 9 years ago

“Great service in every way except every week there are eggs smashed/glass broken or milk leaking which creates a lot of mess. Please could packers be more gentle?”

Helpful Report

Posted 9 years ago

“My Ocado experience is mostly good – time slots when I need them, good value for good products. Drivers are mostly very polite and on time, hence the "good rating". On the downside; some of the fresh food can have short use by dates, bags can be over packed and food damaged or has just one item. One or two drivers have been very rude, but that is not common. The biggest worry, with Ocado, after being a customer for a few years is if something really goes wrong, which has happened a few times. Problems happen in all business and how they respond is the key and I am not always impressed by the way they cope with the big problems; they need to take some more responsibility and show some leadership when these rare big problems occur.”

Helpful Report

Posted 9 years ago

“Was very happy with my first delivery from ocado. Everything was straight forward and delivery driver was very pleasant. All fresh food had long best before dates.”

Helpful Report

(Email_ocado) - Posted 10 years ago

“On time, pleasant driver”

Helpful Report

(Email_reviewsuk) - Posted 10 years ago

“I was very impressed with the service and courteousness of the driver/delivery guy...I live in a first floor flat and have disabilities so it is a blessing to have my groceries brought to my door...Thank you Ocado!”

Helpful Report

(Email_ocado) - Posted 10 years ago

“It was very easy to place an order and the confirmation emails received were explicit and helpful. The deliveries have arrived on time and the people delivering have been very pleasant . My only concern is that on the two occasions that I have used the service I have ordered fruit from the two for one offer section .When it was delivered the sell by date for, for example blueberries ,has been very close, 2 days in the first instance. Luckily the fruit was good and lasted well but I would have preferred fruit with a longer shelf life. That is the only negative comment I can make , all other aspects are very good.”

Helpful Report

(Email_ocado) - Posted 10 years ago

Hi Jennifer, many thanks for your review and your kind comments, there is some really positive feedback there and we do really appreciate this. We are sorry though, that some of your fruit had a shorter life expectancy than you were hoping for, and we do apologise for any concerns that this raised. We do provide a 'Life Guarantee' for all the fresh items we sell, and this will detail exactly how long you can expect to use the items by, this is represented by the word LIFE and then the minimum days next to it. We do hope this is helpful when planning your future orders and thank you once again for taking the time to review us.

Posted 10 years ago

“Very good alternative to the normal big shed supermarkets. Prices are competitive and Waitrose Essentials are the same price as Sainsbury's Basics and Tesco Everyday Value, though better quality. Ocado own brand products as good as the Waitrose offering. My only compliant is their deliveries are not always on time. If you have not tried Ocado, try them now, you probably won't go back!”

Helpful Report

(Email_reviewsuk) - Posted 10 years ago

“My order was canceled and I had to reorder with delivery the following day. I received a voucher for the inconvenience caused but it was very unpleasant nevertheless since I needed my groceries on the day I had chosen initially. Otherwise I think Ocado is a great service, wide choice of products and great delivery service.”

Helpful Report

(Email_ocado) - Posted 10 years ago

We're really sorry to hear that Raluca, we can appreciate how inconvenient a cancelled order can be, we can assure this is a very rare instance. We do apologise that you had to experience this, and we apologise for any unpleasantness that resulted. We do hope on your next delivery that you can get yourself something nice with the voucher, and it is delivered as close to perfect as we can possibly make it.

Posted 10 years ago

“There is a fabulous range of products that I cannot get anywhere else. I love the watermelon juice and the wide range of fruit and vegetable juices. I love the vouchers that help to save more.”

Helpful Report

(Email_ocado) - Posted 10 years ago

“Second time Iv done my food shopping. Was surprise that all my veg and fruit was going to be out off date with in two days off delivery. As I was on the understanding that most off what I had order had at least 4 days.”

Helpful Report

(Email_reviewsuk) - Posted 10 years ago

Goodness Chloe, we do apologise that your fruit and veg had a short life on them. We can certainly appreciate how disappointing and inconvenient this would have been for you. We display a life guarantee on our website for all the fresh items we sell. The number displayed relates to the number of days of use you can expect, including the delivery day. If you book your chosen delivery slot before browsing the website, this will not only give you accurate stock availability, but displays the life guarantee of the item you can expect for your day of delivery. If you wanted more information about our life guarantee, this can be found at the bottom of every page on our website. But if there was any of the fruit or veg you were not able to use in time, please do email us at ocado@ocado.com, with the subject Reviews.co.uk in the subject for reference, and we will be able to see what we can do for you.

Posted 10 years ago

“Very pleasant driver who explained everything to us about how the shopping was bagged. We had 2 substitutions only one of which we were happy with. The driver took back the products we didn't want and a refund was given very quickly”

Helpful Report

(Email_ocado) - Posted 10 years ago

“I ordered shopping. You delivered shopping.”

Helpful Report

(Email_ocado) - Posted 10 years ago

“Range of produce is the best feature! Delivery excellent and so are prices. Very happy with everything, will use you again.”

Helpful Report

(Email_ocado) - Posted 10 years ago

Ocado is rated 4.0 based on 2,643 reviews