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

“Ordered on line with ocado due to some being heavier and out of stock in waitrose. I arrived 5 mins late due to transport issues and apologised. Driver then dumped the shopping on the ground in the entrance to the complex - flat across a courtyard and up 3 flights! Items broken when dumping it and Ocado’s customer service response was we delivered it! Stick to Waitrose. Quality customer service and polite and helpful drivers!”

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Posted 7 years ago

Hi there Sophie. This was sad to read, we're so sorry for the poor experience you've received recently. We certainly don't expect our drivers to behave this way. To receive some items damaged is unacceptable, especially when this has happened due to the driver not looking after the bags appropriately. If you'd like us to pass on any more comments for you, please do give us a call on 0345 656 1234 or email us at ocado@ocado.com and we'd be happy to help. - Meg

Posted 7 years ago

“Delivery driver keeps blocking my drive.There are double yellow lines ;& I have disabled child.Been told to f-off loads of times.Frightened & upset.Loads of parking in my street...why?”

Helpful Report

Posted 7 years ago

We are sorry to hear you've had this encounter and it is most certainly something we would like to take a look into. Could you please contact our customer service team either by emailing ocado@ocado.com, calling 0345 656 1234 or via our Live Chat service on the website. If you could include a time and location in which this happened, we will be sure to investigate this matter. -Kelly

Posted 7 years ago

“Delivery driver blocks my drive delivering to neighbour,told me to f_off when I asked him to move.Double yellow lines outside my house, disabled child,I had to go out! Plenty of parking in street.Really frightened & upset.”

Helpful Report

Posted 7 years ago

We are sorry to hear you've had this encounter and it is most certainly something we would like to take a look into. Could you please contact our customer service team either by emailing ocado@ocado.com, calling 0345 656 1234 or via our Live Chat service on the website. If you could include a time and location in which this happened, we will be sure to investigate this matter. -Kelly

Posted 7 years ago

“Delivery always on time very friendly people never any subs. Always have new offers”

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Posted 7 years ago

“Thankyou Ocado for your wonderful service, I have had terrible sevice with asda delivery, so decided to switch and I am incredibly happy I did. Polite delivery staff lovely and helpful. Charlotte huddersfield”

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Posted 7 years ago

“I ordered but ocado didn't deliver. Just send me a message that I need to re-order. When I re-order then they asked me for an extra £30 for the same order. Never use them again”

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Posted 7 years ago

Hi Zigmars. We're sorry to hear about your experience, if the order was cancelled because of our mistake, we should be honouring the original price of the order. Please feel free to call us on 0345 656 1234, email ocado@ocado.com or open up a LiveChat on our website so we can discuss this further. - Tyler

Posted 7 years ago

“good range of offers.”

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Posted 7 years ago

“Tried to order a toothbrush. Order cancelled, account blocked. If I want the order to be processed I have to provide my bank statement. What an awful practice.”

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Posted 7 years ago

Hi John, we are sorry to hear about the cancellation of your order. As part of our checks on new customers, it seems we have been unable to fully verify your details and would need some additional information in order to re-establish your order. Please feel free to call us on 0345 656 1234, email ocado@ocado.com or open up a LiveChat on our website so we can discuss this further. -Kelly

Posted 7 years ago

“Tried to order a toothbrush. Order cancelled, account blocked. If I want the order to be processed I have to provide my bank statement. What an awful practice.”

Helpful Report

Posted 7 years ago

Hi John, we are sorry to hear about the cancellation of your order. As part of our checks on new customers, it seems we have been unable to fully verify your details and would need some additional information in order to re-establish your order. Please feel free to call us on 0345 656 1234, email ocado@ocado.com or open up a LiveChat on our website so we can discuss this further. -Kelly

Posted 7 years ago

“I had decided to have Ocado deliver my shopping this week as I am getting married this week and have no time to go out food shopping. Unfortunately when Ocado arrived, a whole tote full of all the meat and fresh goods was missing, having not been put in the van in the first place. Usually this would just be irritating but sortable but in these circumstances with no time for me to go shopping at all it's a huge inconvenience. I phoned Ocado and they offered tomorrow ( when I will be at work) or the very last slot this evening but I need part of the food for today. I understand things go wrong sometimes but I'm so disappointed that Ocado could not get that tote delivered to me today as it was their mistake and has caused me a massive headache. I now have little confidence in their reliability and would not order again if I had anything important happening because they don't seem to go out if their way to rectify their mistakes. I was offered a voucher for the inconvenience.”

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Posted 7 years ago

“Always on time, even in bad weather. If there are any problems they are easy to sort. Good range of food.”

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Posted 7 years ago

“Great variety and even better service. They price match and too. Great communication.”

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Posted 7 years ago

“The driver never showed up and Ocado never tried to contact me (even though they say otherwise), and I have now been charged for my order... I have tried to contact them but they refuse to even refund me or send me a voucher.”

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Posted 7 years ago

We are sorry to hear this! We should always be getting in touch with you regarding issues like these, so please could you either send an email to ocado@ocado.com or open up a Live Chat via the website so that we look into this for you. -Megan

Posted 7 years ago

“Have done my grocery shopping with Tesco and Sainsbury for many years. 99.9% of deliveries are on time - and on the rare occasion it is not, usually due to bad weather, have always had a call from the driver explaining the situation. After being bombarded with advertising from Ocado, decided to give them a try. Delivery due 11.30 to 12.30 didn't arrive and no communication from Ocado, so at 12.45 I rang customer services. After some time I was told that my delivery would arrive probably about 13.30. I cancelled the delivery as I could not wait any longer and had to reorder from Sainsbury for the next day. Delivery went like clockwork as usual. Ocado sent me a £25 voucher to be used with my next order as an apology, which is absolutely no use to me as I have no wish to use them again.”

Helpful Report

Posted 7 years ago

Hello. We're sorry to hear of all that has happened with your first experience using our service, it's disappointing to read. We would always communicate with our customers about any delays so they're up to date and we're sorry on this occasion this wasn't the case. We'd certainly like to look into this a little further to see what went wrong. Would you mind emailing us at ocado@ocado.com, calling 0345 656 1234 or popping up on live chat so we can do so. We do hope we can resolve this for you and you may try us once more however, we do completely understand and respect your choice to shop elsewhere if not. 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 7 years ago

“Fabulous customer service experience with good quality products and quality service.”

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Posted 7 years ago

“Terrible terrible terrible. Won’t refund me for items I did not receive in my shopping because they ‘take photos of the items before delivery’ what a ridiculous system! Where is the tracking from the store to my home though? The delivery driver obviously gave my items to someone else. This does not protect the customer at all. I really do not appreciate being stolen from. I spend £1000 a month on shopping from Ocado quite often. I will now be taking my custom elsewhere and will never be shopping at Ocado ever again. What really infuriates me is ocado commenting underneath reviews saying, ‘please contact our customer services etc...’ obviously I have, hence why I’m leaving a review. It just gives future customers a false idea.Ocado do not help with situations. Here is the proof of their responses. Absolutely no help.”

Helpful Report

Posted 7 years ago

Hi there. We're sorry to hear of all that's happened in your most recent order and for the trouble this has caused you. We certainly don't want our customer's without there groceries, if there has been a mix up with your driver delivering then we'd certainly like to resolve this for you. Please can you kindly DM us your email address & postcode so we can take a further look for you? We do also 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 7 years ago

“Deliveries late, badly packed food, short dates on food compared to others. Customer service a shadow of the earlier years. Would not recommend at all.”

Helpful Report

Posted 7 years ago

We're sorry that you have experienced these issues in recent times. please contact us on ocado@ocado.com, call us on 0345 656 1234 or open up a LiveChat on our app or website so we can show you how we are addressing each issue to improve going forward. - Tyler

Posted 7 years ago

“Terrible service, Steal customers money. Don’t deliver items and then won’t refund. Terrible flaw.”

Helpful Report

Posted 7 years ago

We certainly wouldn't want you to be charged for items that you didn't receive so Could you please contact us on ocado@ocado.com, call us on 0345 656 1234 or open up a LiveChat on our app or website so we can have a further look?- Tyler

Posted 7 years ago

“Terrible. Will not refund missing items from my delivery because they ‘photograph before loading’ well obviously my bags were given to someone else! Theives! They have lost me as a customer who payed £1000 per month!”

Helpful Report

Posted 7 years ago

We're very sorry to hear that Louise. Could you please contact us on ocado@ocado.com, call us on 0345 656 1234 or open up a LiveChat on our app or website so we can have a further look - Tyler

Posted 7 years ago

“Ocado does not care about their customers. Twice I’ve hit a brick wall with customer service. All you get is “sorry you feel this way”. They don’t attempt to solve the problems at all. Never had a supermarket make me feel so angry. The last straw was over vouchers. I’ve been using company for five years. Never had a voucher. They finally sent me the “£45 off over four shops” deal that they offer every tom dick and harry when you start. They sent the email out after I did my month shop annoyed I’d missed the £15 voucher, but what can you do? So on my second shop. I use the second voucher on my next shop (in time and not expired), but no I couldn’t use the voucher cos I’d not used the first. So not only did I miss the £15 on the first shop because I’d not received it in time but I missed the £10 on the second. Customer services just called me a liar. I told them to shove it. They’ve lost my customer forever. No other supermarket treats their customers in this offensive manner. Please don’t respond to this asking me to contact customer services because I think Ocado are awful awful awful. I will also tell everyone else I know this.”

Helpful Report

Posted 7 years ago

We do apologise, Keeely. We do appreciate how frustrating this is, but sadly the Terms and Conditions do state you would need to redeem the vouchers in sequence to redeem the full discount. Please rest assured, your comments have been taken on board. We hope you do give us another chance in the future, as we would hate to see you go.

Posted 7 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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