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

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 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

“wide choice of products delivered on time with a smile. Reliable and friendly both at the doorstep and on the phone.”

Helpful Report

Posted 10 years ago

“95% of time, excellent service, helpful and friendly drivers (think only ever had a couple of rude unhelpful ones ever). The only gripe is quite a few times, have received damaged items, mainly due to the way they have been packed. Not always clear if this is because of how they are packed at the depot or how they are brought to the door by the drivers. Often they are not brought in the boxes and/or bags are over filled etc. Would also helpful to get some advice from Ocado about whether it is appropriate/expected to tip drivers. Could you publish something on this?”

Helpful Report

Posted 10 years ago

Hi Bipasha, we're glad to hear you enjoy the service most of the time. We're really sorry to hear you've had quite a few damaged items, we hope you've been requesting refunds whenever this does happen. We do take images of all items before they leave our warehouse so we can ensure the highest packing standards are maintained, they should always be delivered using the red delivery boxes though as this keeps them safe. Tipping is entirely at your discretion :) If you have any more questions please feel free to get in touch with us at ocado@ocado.com

Posted 10 years ago

“I wouldn't ever use another online grocery shopping service. Brilliant. Always on time. It's very rare that anything is not available or substituted and all the delivery drivers are super polite and helpful. I'm proud to be an Ocado customer. I wouldn't even consider using another online grocery shopping service.”

Helpful Report

Posted 10 years ago

“Recent driver waited for me when I I was delayed...thank you.”

Helpful Report

Posted 10 years ago

“Ocado is first-rate. The web site is excellent and simple to use. The system for booking a regular weekly delivery is the height of convenience. The quality of the food is also very high. The deliveries normally arrive on time and the drivers are usually polite and helpful. I have now used their service for 11 years, a milestone they generously marked with the gift of a bottle of wine.”

Helpful Report

Posted 10 years ago

“Easy to navigate website Easy to order favourites and set up orders Rewards loyal customer Excellent delivery and few subs”

Helpful Report

Posted 10 years ago

“I generally like the ocado app which is easy to use but I just wish it wouldn't add everything you ever buy to your favourites. They have a good availabity of delivery slots and reliable, friendly drivers. Sometimes the bags are packed without logic or care meaning things can be damaged on arrival. Ocado have a very fair refund policy though when goods arrive damaged. I have been with ocado for several years and don't feel tempted to try any other delivery service.”

Helpful Report

Posted 10 years ago

“Brilliant....an absolute sanity saver !...I'm a stay at home mum and have no desire to waste a morning of my life each week in the supermarket when I could be having fun with the kids. Ocado save me time and they save me money....it makes me plan our menus, shop for just what we need and we eat healthier because of it. I love the 1 hour delivery slots and delivery pass is brilliant value. I also trust Ocado with the quality of the goods they deliver and the really easy refund system if you want to return an item. In short I'm sold and will quite happily be staying away from the supermarkets of the walk in kind......I also love the app (I can do my shopping any time I want & in my pj's with a cup of tea !).....the ability to put things in your shopping basket as you run out of them rather than having to make lists .....I could go on ..... But needless to say I'm a convert !”

Helpful Report

Posted 10 years ago

“I am happy with the drivers, who are friendly and efficient. I like that you collect plastic bags and you have wide range of food. I am not so happy with the quality of fresh produce recently. For example, Mooli came very dehydrated and soft. Chicken thigh smelled sour on the last day of use by date when the package was opened. I wish I didn't need shopping anywhere else but it is not the case. I have to go to Boots for Corsodyl mouthwash with no alcohol and oral-B dental super floss , and Holland and Barrett for cheaper nuts and dry fruits and Whole Foods Market for Tofu burgers. I hate going to supermarkets, especially on weekends, so your service is important to me. I hope you get better and better.”

Helpful Report

Posted 10 years ago

Hi Namie, we're really sorry to hear that you've been receiving some poor quality items recently, this is very worrying and not what we'd expect. If you haven't done so already could we please ask you to contact us about these at ocado@ocado.com? We're sorry we don't have everything you'd like right now, if you wanted to ever request a new product for our site you can do this at the bottom of the main website, with the "Product Request" link. We're glad to hear everything else has been going well and that you're enjoying the service otherwise, long may this continue :)

Posted 10 years ago

“Punctual, a great selection from many countries”

Helpful Report

Posted 10 years ago

“Can't really complain... Ease of shopping and app is leagues ahead of the competition.”

Helpful Report

Posted 10 years ago

“I've loved Ocado for years and still do. I've tried other online supermarkets and they have upped their game since it got started, but as it's an online specialist they seem to get it right much more often. They rarely need to substitute for missing items, and rarely come outside the allotted time unless they happen to be in the area early and ring to make sure they are welcome. Prices are fair, and even though there aren't many super cheap items that's fine by me as there are enough offers and other qualities to more than make up for this. On my limited interactions with the Customer Service team they've responded quickly and effectively. I like the website, I like the delivery team - who seem really positive about working for Ocado. And they've always been aware of their muddy boots too!”

Helpful Report

Posted 10 years ago

“Friendly drivers and good customer service, although telephone answering could be quicker.”

Helpful Report

Posted 10 years ago

Hi Rachel, thank you for your wonderful feedback regarding our service, this is truly great to hear. We are really sorry about the length of time spent contacting our Customer Service team by telephone. Due to high volumes of customer contact this can sometimes take some time to resolve. We do however give customers the option to also contact us on our Live Chat option which is found on the website and also via our Facebook and Twitter page. This can be a must faster way of contacting us. We will of course pass on your comments, once again we do really apologise.

Posted 10 years ago

“Ocado makes my crazy busy life manageable ( doctor, wife, mother of three) Thank you to the team and amazingly good phone app. None of the competition comes close.”

Helpful Report

Posted 10 years ago

“Excell.very nice delivery men . no problems at all .I am somewhat disabled and find the home deliveries fantastic and much appreciated.”

Helpful Report

Posted 10 years ago

“I have tried most of the other supermarket online delivery services and I only use Ocado mow. I find their customer service the best, very friendly operators and their website is very easy to navigate. There have been a few issues with missing items or delayed deliveries over the years but when I have contacted customer services they were always very helpful and understanding. I don't use any other online supermarket store now as Ocado make it too easy and hassle free for me to want to change!”

Helpful Report

Posted 10 years ago

“Great service. Easy to use website. Items rarely substituted nor missing. Lots of slots for delivery. Would like some more perks for loyal customers, especially in discounts. Prices not always competitive with Waitrose even though many items are price matched to Tesco. The ease of shopping and the range of Eco and Organic products make Ocado a great choice.”

Helpful Report

Posted 10 years ago

“10 out of 10 Never lets us down”

Helpful Report

Posted 10 years ago

“I am very pleased with the service from Ocado. The staff on the telephone are always very helpful. The delivery is always on time and the drivers are extremely helpful and always polite. The only criticism I have is with the packing of my groceries. On many occasions heavy goods are put on top of perishables. I do mention this to the drivers and I have called the office on numerous occasions. When the perishable goods are in perfect condition but squashed by bags of flour or other such heavy goods it is unsatisfactory both for Ocado, by way of eating into profits, also for myself having either to accept something not quite perfect or having to return something I may urgently want. I really hope that this can be rectified. On the whole an excellent company to deal with and I am very pleased the majority of the time.”

Helpful Report

Posted 10 years ago

Hi Susan, we're very pleased to hear you are loving our service, it is great to hear such wonderful feedback and we hope you continue to love it for a very long time. We are disappointed to hear that you have been receiving your shopping in a poor condition. We are working very hard behind the scenes to improve this area of our service and so it is sad to hear that you are still receiving shopping with poor packing. We will be sure to pass this information on to our warehouse team as feedback to help with our changes. We really hope you see a great improvement in the near future. Please don't ever hesitate to contact our Customer Service team if ever you receive damaged items.

Posted 10 years ago

“Quick, professional and always cheerful!”

Helpful Report

Posted 10 years ago

Ocado is rated 4.0 based on 2,649 reviews