Ocado Reviews

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

4.0 Rating 2,653 Reviews

77 %

of reviewers recommend Ocado

Company Reviews

Questions

Metrics

4.0

Based on 2,653 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 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

“Have shopped with Ocado for years spending upwards of £500 per month. Got food poisoning from Ocado - probably Findlater pate BUT Ocado don't want to know. They lie about the details so it's to the food safety agency now and that's £500 a month we'll spend elsewhere and a lot more by everyone else we tell that you can't trust Ocado.”

Helpful Report

Posted 7 years ago

We're sorry this has happened. It's concerning to read and we'd like to speak with you further in regards to this, please email ocado@ocado.com, speak to us via Live Chat on the website or private message us via Twitter or Facebook.

Posted 7 years ago

“Having been a loyal customer for some time, I had a large order cancelled unexpectedly. I only found out because I received an email. If it was my bank or any other reputable organisation where I had been a customer for some time, they would have called me directly. When I rang and asked why, they said it was because of the amount - which was large - and asked for proof of address. Given they had been delivering to my address for over a year I thought they might know this; however, I duly sent it over. However, Ocado could not offer any secure transfer method by which I could send it and refused to accept the password protected scan I sent. Instead they asked me to send an unprotected version via email, therefore asking me to take a risk on the security of my personal and sensitive information, which does not at all fit with the protections offered under the Data Protection Act. After multiple lengthy calls during which all I heard was 'our systems won't allow us to do that' or 'our finance department won't accept that' I am left appalled by the poor quality of their processes and their customer service. A triumph of blindly following poorly constructed processes over common sense and good customer service. Boo hiss, Ocado.”

Helpful Report

Posted 7 years ago

We're sorry this has happened to you. We can appreciate how disappointing this must be, especially when you're a regular customer with us. We'd like to get this looked into further and report this to the relevant teams. Please do email us at ocado@ocado.com or speak to us via Twitter or Facebook so we can assist further. Our apologies again.

Posted 7 years ago

“Easy to order online, comparable prices and offers. Excellent quality goods. The 1 hour time slot is amazing, polite and helpful drivers. Cant fault them.”

Helpful Report

Posted 7 years ago

“I've been a customer for the past 7/6 years, however, I've noticed the service has deteriorated over the past few months; deliveries constantly delayed, food items bruised and damaged. Also had my xmas order cancel due to warehousing problems and they couldn't deliver next day. Explained to customer service (spoke to Tunde Williams) who had no clue about customer service and was completely unprofessional. This is the last time I'll use Ocado; back to the normal in-store shopping.”

Helpful Report

Posted 7 years ago

Oh goodness! We are so sorry that you have found this with our service as of late and this is certainly not the standard we would have hoped to provide. Please can you give us a call on 0345 656 1234 or drop us an email at Ocado@Ocado.com detailing your complaint so we can look into this further for you?

Posted 7 years ago

Helpful Report

Posted 7 years ago

“Very good service for most of the time, there are hiccups now and again but they are reasonably generous with their credit when it happens. What I like most is the really wide range of products available, especially from Waitrose. I am a very happy customer.”

Helpful Report

Posted 7 years ago

“Fabulous website - easy to access and huge range of foods, including items not readily available elsewhere. They are adventurous in trialling new products. Lots of special offers - real bargains. The delivery service is outstanding. The shopping always arrives within scheduled time and the drivers are so courteous and helpful. The Customer Service is "gold standard". This company gets it right all the time.”

Helpful Report

Posted 7 years ago

“Good website, fair prices and if available offer items of Waitrose. To a certain extent dealing with two Companies quickly and efficiently Delivery Drivers always on time but if running late due to congestion on roads, contact to advise ETA..”

Helpful Report

Posted 7 years ago

“very easy to order groceries”

Helpful Report

Posted 7 years ago

“Light years ahead of Sainsbury's! They bring the bags into the kitchen, offer 5 p for every bag returned and are very friendly. But most of all the food itself was so much fresher! The "use by" dates were more than double what we always had from Sainsbury's. And there were NO substitutions. Each bag is colour coded making it easier to sort. They call regularly to be sure to let us know when they are arriving. The shopping website has tons more items than Sainsbury's. Sainsbury's did not even bother to call us when they were delayed for over two hours the last time we ordered. We had to call them and they said their driver fell ill and so our delivery would not arrive and we had to rebook. We cancelled and switched to Ocado and are SO happy we did!”

Helpful Report

Posted 7 years ago

“Ordered some bananas and was sent bananas that were dark green in colour. Emailed Customer Services to help resolve the matter and was given the run around. Appalling customer service. Shopped at Amazon Fresh prior to this and the customer service is a million times better. Ocado has a better range of products compared to Amazon Fresh but the customer service is shockingly bad. Will not be shopping with Ocado again. I've attached a photo of the Ocado Organic 'Class 1' Bananas. I think Ocado should change the classification from to Class 1 to Class inedible.”

Helpful Report

Posted 7 years ago

Oh goodness! We are so sorry to hear this Ashan. Please can you drop us another email to ocado@ocado.com with the subject FAO Ruby D so that we can look into this further for you?-Ruby

Posted 7 years ago

“Huge range of products to choose from. Customer service is excellent. Delivery drivers are always on time or early, extremely helpful, friendly & efficient. A model company!”

Helpful Report

Posted 7 years ago

“The best way to get groceries.”

Helpful Report

Posted 7 years ago

“Really good deals and vouchers for joining. Delivery has been perfect. Excellent for shopping on cold wet winter days.”

Helpful Report

Posted 7 years ago

“Great product, good deals and love that you can choose a delivery time”

Helpful Report

Posted 7 years ago

“I'm an American living in the UK, and I ordered a Turkey and some of other goods from Ocado for a Thanksgiving meal. Everything showed up EXCEPT the turkey. They had *no plan* to handle this situation and so I called customer service to see if I could get the turkey the next day (since I ordered it a few days in advance). They said they would deliver it, but I have no guarantee that it will come and no compensation for their mistake.”

Helpful Report

Posted 7 years ago

Hi Brandon, we're really sorry to hear that this has happened, we appreciate how disappointing this is for you and we don't want to impact your Thanksgiving as we can appreciate this is a time of celebration for you. Please can you contact us again so we can look into this for you. You can either come through to us on Live Chat, call us on 0345 656 1234 or email us at ocado@ocado.com.

Posted 7 years ago

“Excellent service.I am happy for their product.”

Helpful Report

Posted 7 years ago

“I have used Ocado on many occasions and they never fail to achieve the provide the highest customer service.”

Helpful Report

Posted 7 years ago

“My delivery was booked between 7:30-8:30pm. I was contacted and told it would be a hour later at 9:30pm. Ocado didn't arrive nor was I contacted again to explain the delay. Delivery was finally attempted at 11:00 pm. Needless to say I was out cold and only realised once I'd received an email. There are far better services available from other stores.”

Helpful Report

Posted 7 years ago

We are very sorry your order was so delayed and there was a lack of communication. This is far from the level of service we would look to provide. Please can you email us at ocado@ocado.com or call us on 0345 656 1234 so we can locate your account and look into this?

Posted 7 years ago

“Very poor stuff being swapped all the time but the thing that did it for me was the stupid drivers they employ. They come in to my property and drive on the grass to turn around instead off staying on the track. This time it had been raining and this time the van got stuck surprise surprise I WILL NEVER USE THEM AGAIN. Made me miss an appointment because the drive way was blocked. He could not even say sorry.”

Helpful Report

Posted 7 years ago

We're sorry to see this James, this is far from what we expect! Please can you email us at ocado@ocado.com or call us on 0345 656 1234 so we can locate your account and look into this?

Posted 7 years ago

Ocado is rated 4.0 based on 2,653 reviews