Name: Ocado
Address: 3 Bishop Square, Hatfield
Rating: 4.03

“The morning after my Ocado order delivery, in the evening of the 12.02.2019, my next door neighbour had asked me if I knew what caused the damage to their fence. I checked the recording from my security camera and realised that it was the Ocado driver, from the night before, who had clearly caused the damage to the neighbour’s fence, where he is seen to manoeuvre out of my driveway, in the direction of my neighbour’s fence, where he then collides with the fence and the rear of his vehicle, he then comes out of his truck to check the back of his vehicle for any damage, and after that, he drives off! I then reported this incident to Ocado on 14th February 2019 - where i provided them my security camera footage of the incident - here I was given an apology by Ocado, and advised to provide my neighbours with a mobile number for them to call in order to resolve the situation. My neighbours have told me that they were initially asked by Ocado to get a few quotes for the fence repair, where they got two independent quotes. I spoke with my neighbours today, and they have informed me that Ocado still haven’t compensated them for the damage, where they are being questioned on their repair quotes, and Ocado are now delaying things due to one worker being on Leave?? Surely a large organisation like Ocado has resources in place to solve an issue that they caused - i am a loyal customer, but this incident is making me doubt the service Ocado are offering, and I would appreciate a prompt response from Ocado in how they are going to compensate my neighbours for the damage to their property??”

Helpful Report

Posted 6 years ago

We're so sorry to hear that this has happened. In this situation we will always try and find a resolution so we apologise that there has been a delay with this. If your neighbour hasn't already got back in touch with us about this we can see if we are able to chase this up for them. If they can give us a call on 0345 656 1234, email us at ocado@ocado.com or contact us on our Live Chat we can see what we can do. - Claire

Posted 6 years ago

“Worse service ever !! Do not order from this company - they hire drivers that don’t know to read the right addresses or even drive to the right place . Every week there is a new driver that have no clue how to find the address so the result no delivery . When you call back to arrange redelivery you have to wait in a long waiting line because they missed so many deliveries they cant provide you with a new delivery slot only a week after ! Ridiculous ! Oh and if you think they will call to apologize and help you arrange delivery - you got that wrong as well !! You will need to call 10 times a day and repeat your story every time from the beginning . And the only thing they will tell you is sorry we just can’t deliver it because we don’t have enough people !!! Better to order from company that actually has enough human resources - not to mention sooooo many products are missing when you try to order online . Don’t waste your time and money on Ocado they are just not worth it.”

Helpful Report

Posted 6 years ago

We're sorry for the experience you've had Dana, it certainly isn't the service we expect to provide. We do allow customers to add delivery instructions to help our drivers find them and can also update instructions from our side as well, so we apologise if this has been done and you are still having issues. We would expect our drivers to call you if they have any trouble finding you so they can do their best to reach you. In the event that we can't deliver to you, we will do our best to re-arrange your order, but we apologise that you have found we haven't been able to do this at a convenient time and have had to wait to speak to us. We hope that you decide to give us another chance in the future and if you wanted to get in touch with us via email to ocado@ocado.com, call us on 0345 656 1234 or contact us on our Live Chat, we can make sure the best instructions are in place to try and prevent any issues in the future. - Claire

Posted 6 years ago

“never again ... 3hrs late”

Helpful Report

Posted 6 years ago

We're sorry to hear that your order arrived so late. We always work hard to get all orders delivered on time, if you haven't already discussed this with one of our team then please give us a call on 0345 656 1234, send us an email to ocado@ocado.com or contact us on our Live Chat so we can look into this further for you. - Claire

Posted 6 years ago

“abused on the phone for the spelling of my name, i only called to see if an e-mail had been sent, the women on the phone had a dig at the way my name was spelled and then hung up the phone, they now refuse to answer my calls. i recently applied for a driving job and was amazed at how quick the response was, i was given a 2 minute interview over the phone and then told i had a 1 to 1 interview on saturday, an e-mail was supposed to be sent but wasn't received. i then called the office this morning to simply find out why and was greeted by the rudest lady i have ever heard on a phone, she tried to tell me my name wasn't spelled right as the correct way is different, this disgusted me as i shouldn't be made to feel bad for the way my names spelled, this women then kept telling me to stop talking and to listen or she'll hang up on me, i then asked if calls were recorded to which she replied they wern't. the reason i didn't get the e-mail was because id apparently left th .uk bit out and i had apologised for this and accepted that may have been my fault and wanted to rectify, only to be told numerous times my name wasn't spelled the 'normal' way, when i challenged this i was hung up on. all this for wanting to know about my application. i feel like i been abused for the way my name was spelled and will be taking this matter further”

Helpful Report

Posted 6 years ago

Hi Kirtiss. This is concerning to hear and certainly not something we expect from our Customer Service Team. So that we can look into this, could we ask for you to get in touch by calling us on 0345 656 1234, emailing us at ocado@ocado.com or opening up a LiveChat on our website or app. - Christian

Posted 6 years ago

“Worst experience The Ocado Delivery driver called last night (07827 763 159) at 10pm saying his van broken down, asked us to tell him a slot in the morning and he'll bring our delivery - we agreed at 9am Sunday morning No delivery this morning, called customer service. The Customer service rep was more focused on explaining to us that its not their problem they can't find another slot until tomorrow morning. Zero help! Extremely disappointed that you have done this to us a few times and this time was special because we have a 1 day old baby in the house and we needed this delivery most urgently. In the past I was happy to overlook broken eggs and that sort of minor issues with the deliveries. I could have been a very loyal and high lifetime value customer. Will make sure all my friends and family don't get the same attitude from your customer service.”

Helpful Report

Posted 6 years ago

We are very sorry about what has happened with your order, it is very disappointing and we are very sorry for all the trouble this has given you. When something of this nature happens, we would need to book it as a new slot rather than being able to send out a new van. We hope your baby will be okay and we will have this reported for you on our end so we can try to make sure this never happens again.

Posted 6 years ago

“Horrible customer experience! They are not for fixing easy problems, but earning money. I had two vouchers that will be used in two different orders. One of the vouchers didn't work and they didn't help at all. They are saying, you can use only one of the vouchers. Unbelievable! Horrible customer support. Won't be using again.”

Helpful Report

Posted 6 years ago

Sorry to hear of what's happened recently with the vouchers we sent you, can appreciate it's been disappointing. Can you call 0345 656 123, pop up on chat or email ocado@ocado.com so we can take another look? - Meg

Posted 6 years ago

“Bad Customer service Bad Customer service Never respond when write to manager and guess what let me down today this morning no delivery at all all you get is pass on feedback book in later on in week and its been a personal issue. DO NOT DO ORDERS WITH as they let you down 3 times now last time bad enough this is awful to get a order confirmation and 2 minutes later cancellation email A big company operating like this is a Joke would you like to tell my autistic girl why it would take two more days to get to her cause you slots are full you made mistakes not us yet we get treated like this do not do delivery saver as you dont get delivery on the day.”

Helpful Report

Posted 6 years ago

“Bad Customer service Bad Customer service Never respond when write to manager and guess what let me down today this morning no delivery at all all you get is pass on feedback book in later on in week and its been a personal issue. DO NOT DO ORDERS WITH as they let you down 3 times now last time bad enough this is awful to get a order confirmation and 2 minutes later cancellation email A big company operating like this is a Joke would you like to tell my autistic girl why it would take two more days to get to her cause you slots are full you made mistakes not us yet we get treated like this do not do delivery saver as you dont get delivery on the day.”

Helpful Report

Posted 6 years ago

Sorry to hear this Natasha. If you've not had a response to a manager complaint then we'd like to look into this further so please do call us on 0345 656 1234, pop up on live chat or email ocado@ocado.com so we can look into this further. As for your deliveries being cancelled, we appreciate this is disappointing for you and causes a lot of trouble but cancelling an order is the very last option for us and isn't something we like to do. Hopefully we will be able to offer a better service if you decide to give us a chance to redeem ourselves in the future. - Meg

Posted 6 years ago

“We spend nearly £500 a month with Ocado. £6000 a year. This week they should have delivered a large order for a 50th birthday party we were having. They messed up the delivery and it never arrived. Which made the party a bit difficult. When I called to complain they said they would wave the charge for perishable goods (very kind of them considering it was their fault). They then offered me an insulting, pathetic, paltry £15 voucher as compensation. I’ll make sure I never spend one penny at that place again.”

Helpful Report

Posted 6 years ago

We're very sorry to hear of what happened with your most recent order and can appreciate the trouble this caused you as it was for a big event. We're also sorry you're unhappy with the goodwill offered to you. We do completely understand and respect your choice to shop elsewhere and hopefully we will be able to offer a better service if you decide to give us a chance to redeem ourselves in the future. - Meg

Posted 6 years ago

“I Decided to do a shop after not using for quite a while. Well that there was my first mistake! After a very stressful 2 week period (husband had major surgery) I thought I would make our lives easier by using online delivery! So here’s how it went! 1. Order placed on Wednesday30th January 2 . Order received on Thursday 31st January HERES WHERE THE PROBLEM OCCURS 3. Checked our bank account and NOT 1 BUT 2 payments are pending for approximately the same amount amounting to nearly £500!!! Unabling us to access over £200 of our own money which was not spent with you because Ocado had taken a pre authorised amount! 4. Upon speaking to customer services we were told the usual script read jargon that it was because we had not shopped with them for over 90 days and would need to take a payement first .... our question was WHY and still no answer. 5. So 18 hours after receiving shopping our money is still not available to us and yes you lied again to us when you said it would be on our account by close of business Friday 1st February....lies lies lies. 6. We were told to go and read the terms and conditions and guess what we did. NOWHERE DOES IT SAY YOU WILL TAKE OUT 2 AMOUNTS. It does however say the word EITHER, Methods of payments 3.3 Your customer service sighed quite openly when I asked to speak to the manager or supervisor! I’m frustrated and furious that we STILL are unable to retrieve over £200 of our own money at 9.35 pm that you took without our permission. Your terms and conditions clearly state EITHER not BOTH I want to know how you’re going to resolve this in a manner that befits the complete inconvenience you have caused us?”

Helpful Report

Posted 6 years ago

We're sorry for any confusion caused! We do state in our Terms and Conditions that "3.3 Authority for payment will be requested from your card issuer between the time of your order being placed and when it is delivered. This is done by 'reserving' against the card you have used for payment. The amount that is ‘reserved’ will either be the estimated amount of your order, including charges for carrier bags, or £1". The pre-authorisation amount will be released back into your account a couple of days after your order has been delivered. We would advise you to speak with your bank regarding this, if you would like for the money to be released sooner.

Posted 6 years ago

“The company is an inflated gimmick. Sold to slaves and run by slave. They treat their employees with contempt and there's the bare minimum of investment back into the company. Dirty and overworked.”

Helpful Report

Posted 6 years ago

“14 hours for them to admit I DID cancel my order ... in the meantime I had email/Twitter exchanges with no less than 13 different people, and one who couldn't even cancel my Smart Pass correctly .... oh and the driver just called to see if I still want my shopping... really?? No, no I don't ... not now not ever. Given one star as nil stars is not an option!”

Helpful Report

Posted 6 years ago

“Absolutely disgusting service, don’t bother shopping here After hours of convincing my partner to sign up and do an online shop,due to our extremely busy week I find my order has been cancelled with less than 14hrs notice and with no option to use a different method of payment, time taken of work to be in for our delivery so that there will be food in the house for when the children are home from school and the childminder can feed them!! Then to be told I need to reorder only to find out that my order no longer has the discounts. Going from £122 to over £186 big difference!! Then I need to rebook a time slot, absolutely disgusting and I am outraged. Spoke to customer services and managers who didn’t care that I couldnt get food in in time for kids dinners!! No help with discounts either”

Helpful Report

Posted 6 years ago

Hi Shanti, we're very sorry to hear of your frustration at our service, we can appreciate this from anyone whose order has been cancelled, however, there must have been a valid reason for this. We'd like to feedback about your experience to try and avoid this happening again. So that we can do this, please either give us a call on 0345 656 1234, send an email to ocado@ocado.com or you can also speak to us on our LiveChat service.

Posted 6 years ago

“Fao Julie and to whom it may concern, I am not answering from a C.S. Side I do not work there, I am not legally trained but if a cstm-driver was recording you on a personal phone then I’m sure that a privacy issue may have been broken and im sure the company may be liable to getting some sort of legal action taken against them, the vans have a camera installed in them which can be set off by the driver as there’s a panic button on there, if that was the case you can put in a request for the footage, hope you got the van reg and date of delivery, if one driver found your address to be a pain to deliver to or the driver felt it may have been a risk to deliver to your door then that driver would have put notes on the handheld computer/system which would stop the next driver bringing the food to the door, you can request to see the driver notes at anytime they deliver to you(if you ever use Ocado again) as your info is on there and they can’t stop you from seeing it and if you see anything on their computer you don’t like report the notes to customer services straight away and take a pic of the notes to prove what you saw, you like many others have experienced a bad service through the delivery side and through customer service end, there are a very high number of complaints. It’s a service that’s going downhill rapidly.”

Helpful Report

Posted 6 years ago

“Terrible service from Ocado last night!!! Very very unhappy customer. Had a delivery booked for 8-9pm last night driver delivered goods. However, literally minutes after the driver left we noticed that when unpacking 16 items were missing so rang customer service straight away. There CS said driver was still in area but couldn’t get hold of him but make sure that driver called us in next 30 minutes with view of coming back with items that we were missing still in van. No call came so called back CS at 10.30 to ask what was happening. They said items were in van but driver gone back to depot. Unbelievable!!! They then said that they would re-deliver today 9am-12 as we had to fit in with schedule. Didn’t offer anything until I asked and then they said would give me a £5 voucher for inconvenience straight away (never sent!!!). Next morning delivery never turned up. Waited in all morning with my boys last day of Christmas hols! Rang their Customer Services after 12 to say where is delivery (3 rd time had to call) and was told that delivery had been cancelled!!! Wow if Ocado want the award for the worst delivery service in the grocer market they have definitely achieved it. Terrible terrible service. We have used all the grocers on-line services and by far Ocado are the worst on-line service we have received!!! Awful. Avoid if at all possible.”

Helpful Report

Posted 6 years ago

We are sorry Clare! It's such a shame that you feel so let down by us. Please rest assured, your feedback will be taken on board to improve on our service in the future. We'd also like to look into reordering these missing items for you, so you're not missing out much longer. Please could we ask you to either give us a call on 0345 656 1234, or contact us through our Live Chat team. -Megan

Posted 6 years ago

“Gone down hill - review from one of their own star reviewers. I used to rate them good but now things have taken a change for the worse, last few orders have had issues from missing bottles to missing cakes, I ordered a wine advent calendar, 2 bottles were missing, I needed all of them, they refunded a couple of quid but cost me £12 in taxis and £6 to go and buy replacements, I asked them to swap over the advent calendar for complete one but they refused, I asked to collect it and I would buy another, they refused, so stuck well out of pocket, then next order was missing the cake needed for centerpiece of party, I rang to cancel as it was needed, they refused to cancel unless I paid £90, I said its them missing the cake that was needed, customer services them PROMISED as they had the cake in stock it would DEFINATELY be delivered the next day before party, so I excepted the delivery they promised and argument over cake was resolved, then next day when cake was promised for, NO CAKE! this caused another argument as I had trusted Ocado CS and then this resulted in a cancelled party! I now had a ton of unused food, also a now split relationship as argument shifted from being Ocados fault to mine for agreeing to take the cake that then never came! To combine issues and then addinsult to that the driver who took away substitutions never logged the returns so refund for bad substitutions never happened and I had to pursue separately, so error after error, I wasted well over £100 on food due to their incompetence and after asking me what would make me happy they issue me a £10 voucher! £10 is an insult for a lost girlfriend, two major arguments & somewhere between £90-165 worth of shopping and party stuff, A REAL INSULT! have now cancelled account. I feel they have become over reliant on a few awards and are allowing service and customer service to suffer as a result, bad choices for substitutions, no real care for errors, many squashed bits, also when you have 19 bags of shopping its a nightmare to find those unwanted substitutions which they mix with all the other shopping, I wonder if that's done deliberately to discourage returns as its a pain to find stuff, other companies put subs in separate bags so they are easy to return if not wanted. Sad to see, a company decline so much, and I was one of their STAR reviewers as well, do you know how bad a company has slid down hill when someone you give lots of free stuff to cancels their account!!!!!!”

Helpful Report

Posted 6 years ago

Hi Will. We're sorry to hear about this experience, certainly not the service we expect and something that we would like to look into for you. We appreciate you've been in touch already but do feel free to email this to us at ocado@ocado.com, open up a LiveChat on our website or give us a call on 0345 656 1234 so that we can locate your account and feedback about this as we're always looking to improve. - Christian.

Posted 6 years ago

“Gone down hill - review from one of their own star reviewers. I used to rate them good but now things have taken a change for the worse, last few orders have had issues from missing bottles to missing cakes, I ordered a wine advent calendar, 2 bottles were missing, I needed all of them, they refunded a couple of quid but cost me £12 in taxis and £6 to go and buy replacements, I asked them to swap over the advent calendar for complete one but they refused, I asked to collect it and I would buy another, they refused, so stuck well out of pocket, then next order was missing the cake needed for centerpiece of party, I rang to cancel as it was needed, they refused to cancel unless I paid £90, I said its them missing the cake that was needed, customer services them PROMISED as they had the cake in stock it would DEFINATELY be delivered the next day before party, so I excepted the delivery they promised and argument over cake was resolved, then next day when cake was promised for, NO CAKE! this caused another argument as I had trusted Ocado CS and then this resulted in a cancelled party! I now had a ton of unused food, also a now split relationship as argument shifted from being Ocados fault to mine for agreeing to take the cake that then never came! To combine issues and then addinsult to that the driver who took away substitutions never logged the returns so refund for bad substitutions never happened and I had to pursue separately, so error after error, I wasted well over £100 on food due to their incompetence and after asking me what would make me happy they issue me a £10 voucher! £10 is an insult for a lost girlfriend, two major arguments & somewhere between £90-165 worth of shopping and party stuff, A REAL INSULT! have now cancelled account. I feel they have become over reliant on a few awards and are allowing service and customer service to suffer as a result, bad choices for substitutions, no real care for errors, many squashed bits, also when you have 19 bags of shopping its a nightmare to find those unwanted substitutions which they mix with all the other shopping, I wonder if that's done deliberately to discourage returns as its a pain to find stuff, other companies put subs in separate bags so they are easy to return if not wanted. Sad to see, a company decline so much, and I was one of their STAR reviewers as well, do you know how bad a company has slid down hill when someone you give lots of free stuff to cancels their account!!!!!!”

Helpful Report

Posted 6 years ago

Hello Will. We're very sorry to read of your recent poor experience, it's certainly a shame to hear you've now left us and will be shopping elsewhere however, we can understand and respect your choice to do so. We will learn from our mistakes here and hopefully we will be able to offer a better service if you decide to give us a chance to redeem ourselves in the future. - Meg

Posted 6 years ago

“hi Meg thank you for your response, unfortunately your words have no where near sorted anything out about all my complaints I have put forward to Ocado customer services, there has pretty much been a problem with the majority of deliveries I’ve had, and your response seems to be pretty much an automated response saying that isn’t the standards you expect, well unfortunately I have received poor standards of service, poor quality foods, poor customer service. The bugs in the lettuce was just the tip of the iceberg ! I won’t be using Ocado again, A full review will be published in the near future.”

Helpful Report

Posted 6 years ago

“A complete waste of time and money shopping online @ocado. So many times I’ve been let down, Squashed bread, The fresh products aren’t so fresh because the use by dates are a couple of days on most items, bugs in the lettuce, water from leaking van roof made my shopping water logged, drivers always in a rush because of their bad routes, which all the drivers complain about, a general waste of time and money using this bad service, you never see the same driver twice because one driver told me they have a high turn over of staff, definitely will try the new Amazon/Morrison’s pantry selection,”

Helpful Report

Posted 6 years ago

Hi there. We're sorry to hear of your poor experience with our service, it is a shame and is certainly not the standards we expect. We do hope that you contacted us at the time when you've received poor quality / damaged items so that we could help you. We do understand and respect your choice to shop elsewhere and hopefully, we will be able to offer a better service if you decide to give us a chance to redeem ourselves in the future. - Meg

Posted 6 years ago

“The Driver was unhelpful and miserable! We had two replacement items, he didn’t give us a chance to say if we wanted them or not. The fresh items delivered has very short dates....not impressed”

Helpful Report

Posted 6 years ago

Hi there Wendy. We're sorry to hear about your recent experience with one of our delivery driver's, this is a shame to hear and certainly isn't how we expect them to be as they're our ambassadors. As for not mentioning the substituted items, this isn't acceptable and we'd like to pass all of this on for you. If you can please give us a call on 0345 656 1234 or pop up on live chat, we can look at passing your comments on. - Meg

Posted 6 years ago

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

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