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

“I have used ocado for many years and have always been very happy with the service received. There are occasional problems but these are resolved efficiently and quickly.”

Helpful Report

Posted 10 years ago

“I would say that I am one of your more prolific customers having 2 deliveries a week at my different houses. On the whole the deliveries are on time and the drivers are good. Your main problem is with your packers in the warehouse. I have had various problems with fruit which clearly is kept in temperature way below what it should be causing it to stay hard and never ripen. I can tell it is almost in freezing temperature as it arrives very cold. This type of soft fruit is not designed to be in this kind of temperature. You deliver to me on Friday usually to my weekend house, therefore I want fruit sweet and ready to eat as I am only there at the weekend to enjoy it. It used to arrive all bruised but not so much now. You are still delivering green bananas to me which is useless at the weekend and sometimes they never ripen, just go sour. The same with the grapes. They are just bitter and I have to throw them away. If you deliver piece of Plaice to me, ii would like it to be large and succulent not the smallest piece of fish you can find. Since I spend at least £20,000 a year with you, its the least you can do. I have complained about the fruit situation and was told by a manager that she would deal with it and let me know the outcome of her findings but she never had the courtesy to bother coming back to me. On the whole you need to employ better staff. You send out emails giving feedback on the drivers but really it is everyone else you should be worrying about.”

Helpful Report

Posted 10 years ago

Hi there Katie, we’re so sorry to hear you’ve had problems with packing on your previous orders, and that you’ve had issues with the quality of the fruit due to being cold. This is very concerning to hear, as we take temperature control very seriously and we always make sure we deliver the freshest produce we can. We also vet our suppliers before working with them, and we continually check that they meet our high standards. Also, we regularly monitor customer feedback about our products – this is very important to us, so thank you for giving us this feedback. We’re very sorry that the bananas you’ve had haven’t ripened and the fruit hasn’t been ready for when you are at your weekend home. We can really appreciate what an inconvenience and disappointment this would be for you, and we’re really sorry that the manager you spoke to never got back to you. We’d love to look into this further for you Katie, as it isn’t good enough that you have been having these ongoing issues. We certainly would like to resolve this for you and show you how good we can be, so please can you email us at ocado@ocado.com with your username and Reviews.co.uk in the subject. We will then be able to pass feedback on to the relevant teams and see what we can do for you. We hope this helps, our apologies again Katie.

Posted 10 years ago

“Reliable, consistent service with polite delivery people. Wide variety of groceries and new products added frequently.”

Helpful Report

Posted 10 years ago

“I am such a big Ocado fan- from the ease using the website, to the reliability of what I receive (very rarely items missing), the friendliness and timeliness of the drivers,the ease with which I can provide feedback/ request a refund if items are not fresh/ as expected. I and many people I know are extremely loyal to Ocado. Thank you”

Helpful Report

Posted 10 years ago

“I think my order history speaks volumes as to how much we value Ocado! All through the year, you can see there must be staff doing their utmost to keep up with trends, etc. If ever I have had to contact Customer Services, the assistance is, without a doubt, professional and polite. If I have made contact via email, replies are prompt.”

Helpful Report

Posted 10 years ago

“Generally all drivers very good, polite and on time. I live in a rural location and most drivers can find it, however some get terribly lost and so I wonder if you could have better notes on your Sat Nav system?”

Helpful Report

Posted 10 years ago

Hi there Caroline, it's great to hear how all of our drivers are polite and on time, but we do apologise that we can sometimes have difficulty finding you. Did you know that you can add delivery instructions to your address for your driver to see? If you add any additional information to your address, like instructions on how to get to you, or if there is anything you would like your driver to do upon arrival, you'll be able to add these by going to your account settings and delivery address book. But if you would like some assistance in adding these instructions to your account, please email us at ocado@ocado.com with your username and Reviews.co.uk in the subject. We'll be more than happy to help you with adding better notes on to our system. We hope this helps Caroline and hope you continue to enjoy shopping with us!

Posted 10 years ago

“The only reliable place to do your online groceries shopping”

Helpful Report

Posted 10 years ago

“I have been using Ocado for a number of years and cannot fault there service. Website is extremely easy to use, ample delivery slots to choose from, can always get a delivery the next day if needed. Products always arrive if ordered no substitutions or missing items. Drivers always pleasant and 99% on time. Well done Ocado.”

Helpful Report

Posted 10 years ago

“Always on time, never anything missing or substituted, and lovely free gifts and samples from time to time.”

Helpful Report

Posted 10 years ago

“I don't know quite how I could run my life without Ocado. Visiting a supermarket takes so much time and effort and with the busy life I lead it is wonderful to be able to sit down for a few minutes and do an on-line shop. I love the range of things Ocado now provides.”

Helpful Report

Posted 10 years ago

“Reliable, good customer service. Products have a good shelf life. Some products over priced”

Helpful Report

Posted 10 years ago

Hi there Joanne, we're so happy to hear you're pleased with our good reliable service, and that you're happy with the shelf life of our products. But we are sorry that you've found some prices of our products to be overpriced, this is disappointing to hear as we always try to provide good affordable prices for our customers. We actually compare the total price of the products with a pink ‘£’ symbol in your trolley at the checkout with what you would have paid for in an equivalent order at Tesco.com, including promotions. If we are not cheaper, you will get a money-off voucher for the difference plus a penny. If the total price of the qualifying products in your Ocado shop is less than it would have been at Tesco.com, we shall send you an email informing you of how much cheaper this was. We hope this helps Joanne and hope you continue to enjoy our service!

Posted 10 years ago

“Easy to use,any problems always quickly sorted, great delivery people. Would always recommend to friends and family.”

Helpful Report

Posted 10 years ago

“I love Ocado .You provide a great service and I'm very happy .Wouldn't want to use anyone else .Thank you.”

Helpful Report

Posted 10 years ago

“Customer service is excellent, and the drivers are always friendly Nd helpful-carrying items up the stairs is never a problem (unlike other delivery services we've tried). The quality of items is great, and substitutions are generally appropriate. Where it's not been possible for our order to be delivered due to unforeseen circumstances, we've always been well compensated.”

Helpful Report

Posted 10 years ago

“Great customer service. Great range of products at very competative prices. Fabulous delivery schedules, text message reminders of the delivery on the day and an e-mail with the receipt so you know what is being delivered. If for any reason the driver is delayed, very rare, they telephone to tell you and there are regular updates on the website or app with the delay timing. If substitutions are made, again very rare, they are always sensible. Thoroughly recommend to everyone.”

Helpful Report

Posted 10 years ago

“Consistently reliable service. Substitutions are very rare and the deliveries always on time. The drivers are courteous and helpful. Good range of products and reasonable prices.”

Helpful Report

Posted 10 years ago

“Excellent service and excellent products. Wouldn't shop anywhere else”

Helpful Report

Posted 10 years ago

“A very good service. Could do with more organic food please - more niche suppliers.”

Helpful Report

Posted 10 years ago

Hi there Melissa, we're so pleased to hear that you're happy with our service. We'd love to stock more organic products for you, did you know that we have a product request option on our website? We listen to requests from all our customers, so if you've got an idea of any products you would like to see on our site, just pop in a request to us and we'll be able to see what we can do. The product request option can be found when you search for a product we do not stock, as well as at the bottom of every page on the website. We hope this helps Melissa and we hope you'll begin to see more range in our organic products!

Posted 10 years ago

“Hardly ever have a problem and if I do it is quickly rectified. Vast range of products to choose from but I do tend to stick to the Waitrose ones mainly for food.”

Helpful Report

Posted 10 years ago

“Reliable, friendly, always phone if they are going to be late (rare), very few missing or substituted items - just great.”

Helpful Report

Posted 10 years ago

Ocado is rated 4.0 based on 2,649 reviews