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

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Ocado 1 star review on 3rd September 2025

Anonymous

Anonymous // 01/01/2019

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“Excellent offers and great service. I am moving to N Ireland shortly and have had my last delivery from Ocado, I cannot tell you how disappointed I am, I will miss this retailer so much.”

Helpful Report

Posted 6 years ago

“Out of two deliveries I had one they ended up with a broken van, and apparently they only have one van, then they had to deliver twice because somehow the replacement has no freezer, then they charged me extra for items they didn't deliver, then they disconnect from chat after leaving me to wait an eternity...”

Helpful Report

Posted 6 years ago

Hello. We're sorry to hear this, when we're unable to deliver, we do offer a re-delivery but are unable to guarantee the temperature of your frozen items. We would like to ensure you haven't been charged for any items you didn't receive, so please give us a call on 0345 656 1234 or email us at ocado@ocado.com and we will be happy to assist. - Christian

Posted 6 years ago

“This is service has got to the point where it is unusable. With the parking at my local Waitrose closed I have been using it a lot over the years and placing substantial orders. However the instance of problems is becoming too regular. My last order was delivered but the driver can't remember where he delivered it to. A few orders ago my goods didn't arrive because they were never put on the truck. Customer service is so unapologetic and just want to re order without the slightest concern that it might be inconvenient or that you may have been relying on the items.”

Helpful Report

Posted 6 years ago

We're sorry to hear of your experiences, we'd certainly like to feedback regarding this and any other concerns. We'd kindly ask if you could please give us a call on 0345 656 1234 or email us at ocado@ocado.com and we will be happy to assist. - Christian

Posted 6 years ago

“Easy to order from, loads of choice and delivered on time. Everything we ordered was as expected or even better. Fresh produce came nice and fresh, and we loved the wild sockeye salmon very much. Also Dover sole was wonderful to eat and the chicken was a winner too. In short: we are convinced...we will use Ocado again and try out new things and reorder the ones we had!”

Helpful Report

Posted 7 years ago

“First time order, was a big order so i saved 30% on my whole grocery order, everything was there, orderd for next day and was on time, delivery driver Adam was very polite, explained everything on recipt, also got refund on bags i didnt want :)”

Helpful Report

Posted 7 years ago

“Great choice of product online including organic products. Great communication. Timely delivery.”

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Posted 7 years ago

“Great customer service and excellent service”

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Posted 7 years ago

“Ordered my first shop a couple of days ago for delivery today, emails came through detailed and didn't receive a single substitution (amazing considering it was a 100% vegan order). It did arrive an hour early, but wasn't an issue for me and my driver was lovely. Definitely recommend, such an amazing array of products and suddenly feel like I have such a bigger range of vegan meals I can eat! Also used a voucher which brought my order down from £115 to £70! *****”

Helpful Report

Posted 7 years ago

“Received my produce within time frame allocated, all the products were present and with plenty of by date. Website was made very easy with products out of stock showing before you even purchase them, so you do not have the situation of ordering things you really need and then being left out without even realising.”

Helpful Report

Posted 7 years ago

“Registered and ordered for Ocado on Friday for delivery Sunday 10:30 - 11:30am. Received an email at 10:34am stating that they had attempted delivery and to call but failed. Yet, no one had called and no one had knocked. Called customer services straight back in an attempt to get my order. But was met by a customer service representative claiming I was giving her the wrong post code. I explained that I had lived at this address for 3 years and had only just registered on Friday, I offered other forms of information to validate my identity but nothing was good enough. I had hit a 'brick wall' of "It's company policy". It's company policy to be completely unhelpful if your post code does not match what is on the screen. What if there has been a typo? There's no validation step, nothing is pulled from your registered PayPal that you use to pay. Flawed processes, flawed systems and ultimately, a flawed service. I will be recommending that friends, family and colleagues avoid Ocado going forwards.”

Helpful Report

Posted 7 years ago

“Signed up for my first order on Friday with next day delivery, still waiting on Monday. No way of tracking my order online so rang on Sunday. Helpful chap at Fetch who could only say it was still in a warehouse! Did respond by email but when I replied it said it might take 72 hrs to respond - WHY! So Monday I got through on the phone after the third attempt after being cut of twice after 20 mins each. 25 mins to answer to be told by a rather terse lady that my bank had refused the £2 trial charge against my first order. No mention of this anywhere or contacted by Ocado/Fetch to sort out. Dogs now starving! The very worst online delivery experience I have ever known. Wasted so much time trying to get this sorted and no one cares - NEVER AGAIN. If Waitrose is connected to this shambles of a delivery service I would suggest severing any ties as you are aggrivating your hard won customers”

Helpful Report

Posted 7 years ago

“Fabulous service and great quality friendly and prompt delivery drivers.”

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Posted 7 years ago

“Wonderful service, I wish I had the customer services representative name! Thank you Ocado team for another good experience!”

Helpful Report

Posted 7 years ago

“Really poor service all round and very disappointing. On top of this, now that I want to close my account, they are making it extremely difficult. I emailed them to request this but they said I would have to talk over the phone or on web chat to do this. I then replied saying I would be happy to do this and requested further information on the procedure. They then replied ad repeated the exact same email from before with no information about the web chat. So they apparently want me to call them and pay more money to cancel? Terrible company. Don’t shop here.”

Helpful Report

Posted 7 years ago

“They always deliver on the time, kind and helpful drivers, really good range of products! And thanks for the vouchers!:)”

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Posted 7 years ago

“Some bad drivers - come early, don't knock, call, and if you don't answer the phone call, they leave. Missed delivery. Poor customer service via phone.”

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Posted 7 years ago

“Always deliver on time, drivers alway very courteous and helpful. Hardly any substitutions, amazing range of products, reasonably priced.”

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Posted 7 years ago

“the driver was amazing he reversed over my lawn, ran over the cats tail that jumped into the air and landed on granny. Granny coughed her false teeth out.”

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Posted 7 years ago

“Decided to give Ocado ago as my friends have recommended I try. I did use it three years ago but have sinced used either Sainsbury or Waitrose. Delivery was booked between 6pm and 7pm on Friday. Had to ring at 7.20 to be told driver would not be with me for another half an hour or so. Received no communication from the driver. Have only been offered by delivery cost back, which is poor as my evening was ruined as we were forced to eat late and did not enjoy my meal. Customer services say that the drivers do not have handsfree, which in this day and age is ridiculous. Poor service, will not try again and will not hesitate to let all know not to use.”

Helpful Report

Posted 7 years ago

Hi Jenny, we're sorry that we let you down on your recent delivery. Although it is true that our drivers don't have handsfree devices, they are instructed to call their customers when they stop, to give notification if they've been delayed so we're sorry that your driver didn't contact you. Our Customer Service team would have relayed this to our Delivery team to ensure that your driver was spoken to in regards to this as you shouldn't have to chase up your own delivery. We're sorry this had such an impact on the rest of your evening and hope at least that you were happy with the items in your shopping. -Taylor

Posted 7 years ago

“Friendly drivers, have been on time every week except one when they called to let me know they were running late. Excellent range of products, substitutions happen only rarely. Would recommend!”

Helpful Report

Posted 7 years ago

Ocado is rated 4.0 based on 2,649 reviews