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

“Excellent overall service with rare or no quibble product substitutions, timely deliveries and professional, courteous staff.”

Helpful Report

Posted 10 years ago

“My family has patronised Ocado for many years now and we are very happy with the results. My wife and I are now virtually housebound and Ocado is the only supermarket on which we rely. The main reasons include the ease of the use of the website and the hourly slots for the delivery. We are also pleased with the extensive choice and quality of food. The drivers are courteous, helpful and friendly. The only area which needs continued checking and supervision is, in my opinion, the packing of the bags. I appreciate that this is a difficult area but sometimes heavy objects eg bottles are placed on top of softer goods and goods such as vanilla slices are found upside down and squashed with the result that the icing is found sticking to the packaging? But, all things considered, congratulations to all and well done. Regards M D Cowell”

Helpful Report

Posted 10 years ago

“Very wide range of goods Some times the packing means that items are spoilt e.g apples bruised, pears squashed, broken eggs Very good when items do not come up to scratch e.g. don't last until use by date Excellent and efficient refund system Lovely delivery people Good at keeping customer informed - reminders for latest time to amend orders, email receipts etc. Like the way they are dealing with the single use bag quandary Much more pleasant shopping experience than trailing round shops!”

Helpful Report

Posted 10 years ago

“The service that Ocado offer is professional and reliable. My only criticism is that they do not rewards loyalty. I shop on a weekly basis, spend a minimum of £100.00 a week. Yet I receive no discounts from them other than those I pay for in my subscriptions to there services. My sister works the system using tesco, sainsbury and ocado rotatationally. She is rewarded by regular return to us offers from you! Where is the loyalty to me!!”

Helpful Report

Posted 10 years ago

Hi Sally, it's great to hear that you love the service although we're sorry to hear that you haven't received any vouchers. If you can please check that you have the Marketing box ticked in your account settings and hopefully our Marketing team will send you some vouchers soon. We also have some great giveaways and bundles on Facebook and Twitter for all of our customers, so if you use either of these please keep an eye on our pages! We hope you get to take advantage of some great offers soon.

Posted 10 years ago

“I have always been very impressed by the Ocado delivery team. They are courteous, polite and apologetic if there have been any problems with the delivery. They are a credit to Ocado.”

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Posted 10 years ago

“Ocado are always helpful and friendly, the produce is nearly always good quality and they are rarely late. I rarely get substitutes and am always very happy with my orders. Their customer service is excellent.”

Helpful Report

Posted 10 years ago

“Great quality food, the deliveries always arrive on time, and the drivers are cheery and courteous”

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Posted 10 years ago

“Terrific service, goods and offers. An extremely pleased customer.”

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Posted 10 years ago

“Very helpful, and love the refund idea on recycle bags”

Helpful Report

Posted 10 years ago

“Very easy to use site. Helpful reminders of previously ordered items extremely useful as aide-memoire. Delivery slots easily available. Prior warning by email of any substitutes gives time to consider before delivery arrives. In my view this is the best around!”

Helpful Report

Posted 10 years ago

“Usually on time, quality products, courteous drivers and few substitutions. No complaints”

Helpful Report

Posted 10 years ago

“We love the whole Ocado shopping experience. The choice of items is vast and I have never searched for an item and not found it. The offers are always excellent value and I have saved a good amount of money by buying them. As for the Delivery Drivers, well I cannot praise them enough. They are courteous, helpful and always cheerful, unlike some of the people who deliver for the supermarket I used to use (5 letters in their name), who used to moan practically all the time. Ocado are a breath of fresh air, please don't change.”

Helpful Report

Posted 10 years ago

“First class customer service all the drivers are polite and friendly.Been a customer for 18months would not shop online with anyone else.Food is great only 3 subs in 18 months always on time cannot praise Ocado enough totally recommend them way above the rest”

Helpful Report

Posted 10 years ago

“You guys are my saviours! With two kids and no extra time to shop, you have made my life so much easier. Also, polite friendly drivers. Very professional”

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Posted 10 years ago

“Ocado is simply an amazing service. Always on time, hardly ever any replacements and the drivers are friendly & very helpful, bringing the bags straight into the kitchen. The free samples are also always stuff that I have wanted to try but never got around to giving a go.”

Helpful Report

Posted 10 years ago

“I like your online app for my ipad, easy to use and makes shopping so much easier. The emailed receipt before the order is delivered is useful. If something is on offer and subsituted you give the offer price this is nice. This saves a lot of time as do not have to work through a 'subsitutions' list like other online deliverers. Some items a little more expensive than other supermarkets, but overall given the above comments I beleive Waitrose/Ocado is good value. Maybe I have not found the link, but I cannot seem to link My Waitrose card with Ocado so can't select my 10 prefered discounted items, the other negative was I received some £8 vouchers the other day, these woudl work instore but not online which was annoying. Drivers always polite, helpful and food delivered is packaged well.”

Helpful Report

Posted 10 years ago

Hi Anita, it's lovely to read such a nice review and that you find the service so great to use. With regards to your Waitrose card and Waitrose vouchers, we are a separate company to Waitrose and only stock some of their items so their vouchers and card wouldn't work on our system. We're sorry for any inconvenience caused by this and that you can continue to enjoy shopping with us.

Posted 10 years ago

“I love Ocado Minimal replacements and substitutions The email in advance of delivery is fantastic and allows me to decide if I want substitutions( although this is very rare now!) Superb customer services Delivery drivers always helpful What more can I say? I won't be going anywhere else that's for sure”

Helpful Report

Posted 10 years ago

“Our busy household would starve without Ocado. I love that I can do the shopping at midnight or 6am without having to leave the house, and have it delivered any time I want. All I have to do is put it away.”

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Posted 10 years ago

“I find ocado to be most helpful and reliable. orders are dealt with efficiently, deliveries are always in good time within the hour slot, the drivers are always courteous and helpful, carrying the goods up to my first floor flat and putting them exactly where I want them. If, as has happened very rarely, something is missing or damaged, I have always been refunded for it. I do heartily recommend ocado.”

Helpful Report

Posted 10 years ago

“An excellent company with excellent products, pricing and service to match!!”

Helpful Report

Posted 10 years ago

Ocado is rated 4.0 based on 2,658 reviews