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

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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

“Excellent service from all departments. The drivers are always polite and friendly and the customer service department is second to none (special mention the the twitter gang who are fabulous). They knock spots off the competition for ease of use, availability, time keeping, communication and the the best staff.”

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Posted 10 years ago

“Great range of good quality products available online. Drivers are generally very polite. My only criticism is that meat is packed together with vegetable and fruit. I have raised this issue before and heard that your research shows that there is no danger as long as there is no leak. I still don't feel comfortable with this and would rather have my meat packed separately.”

Helpful Report

Posted 10 years ago

Hi Noemi, thank you for choosing to leave a review for us, we're very grateful for that. We're very pleased you're happy with our great range of products and it's always wonderfull to hear how polite our drivers are. But we are sorry that you've had meat packed together with fruit and vegetables. We understand this is something that everyone isn't comfortable with. We’ve actually investigated the heat-sealing process for raw meat and fish products, and have found that it has been extensively developed, improving the safety and resilience of the packaging. We’re now confident that it provides an acceptable barrier from other foodstuffs, and therefore we can safely pack these products within the same carrier bag as ready-to-eat products. But as we mentioned we do understand that you don’t feel comfy with this Noemi, so we’d love to get this feedback passed on for you. If you can email us at ocado@ocado.com with your name and Reviews.co.uk in the subject, we can look into this further. We hope this helps Noemi and we hope you’re having a lovely day!

Posted 10 years ago

“Very good service from Ocado overall. Best supermarket”

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Posted 10 years ago

“Excellent team- friendly, polite, kind. Always very respectful of our house. Best part of ova do.”

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Posted 10 years ago

“Ocado delivers on time, rarely substitutes or misses items. Food is 98% perfect and in a very unusual occurrence where it isn't they quickly set things right. Drivers are polite and helpful. Pricing is competative”

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Posted 10 years ago

“We've been using Ocado for ten years and we are very happy with their service. They are consistent, reliable and offer a huge range of good quality produce which is much less expensive than you might think. The drivers are always polite & resolve any problems with delivery instantly and without fuss. I can't imagine shopping with any other online supermarket now.”

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Posted 10 years ago

“Ocado is a fantastic service - if you haven't tried it, you should.”

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Posted 10 years ago

“Love - the one hour time slots - you can book a slot at fairly short notice - you can edit orders until evening before delivery. Also like the friendly drivers and prompt service if there is a problem. Excellent range of products at very competitive prices on an easy to use app. Definitely my preferred shopping company.”

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Posted 10 years ago

“Excellent service every time”

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Posted 10 years ago

“Ocado have been delivering my weekly shop, plus the occasional mid-week top up, for 13 years. I had used other services before and none of them gave the same level of efficiency and service. The very rare problems - squashed packages or bruised fruit - have always been fully refunded, but the problems are very few. The drivers are always friendly and polite, and the website is easy to use, both on my PC and phone app. Looking forward to the next 13 years of excellent service!”

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Posted 10 years ago

“First class service. All the drivers are helpful and pleasant. Orders arrive in good condition and on time. I am very pleased with the service and plan to continue using Ocado for my weekly shopping.”

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Posted 10 years ago

“I am a big Ocado fan. I periodically try other online supermarket services, just to make sure they are still the best - they are! They have delivered our groceries with a smile, even when our little lane is blanketed in snow and they can't actually get the van down to us - unbelievably reliable. The only downside for me is eggs - had a run of broken eggs which is just a complete pain and so have given up on ordering those online - the packing system seems to think it's OK to put eggs (or bread, fruit, anything else you don't want squashed) underneath heavy stuff like multi-packs of soft drink cans. A bit of reprogramming required there I think. That aside, I remain very happy with my Ocado service and frequently recommend them to others.”

Helpful Report

Posted 10 years ago

We're pleased to hear that you've been enjoying the service Sandra as it is always our aim to making your weekly enjoyable, and we're always striving to make the next better than the last. We're sorry to hear that the packing of you shopping has been a bit hit & miss. We're very sorry for this. We'd like to get this reported back to our Warehouse team so if you could email us on ocado@ocado.com with www.reviews.co.uk in the subject line we'll get this done for you?

Posted 10 years ago

“Overall great. Deliveries always on time. What lets you down is the poor quality of fruit and vegetables and even more the terrible bag packing! So many times I have received a bag stuffed full of heavy items like milk, with a sag flattened bag of lettuce at the bottom!!!”

Helpful Report

Posted 10 years ago

Oh no, we're sorry to hear that we've let you with the quality of the fruit & veg Laura as this is not our intention. We can completely understand that this along with the packing of your shopping must be extremely frustrating, and for this we need to hang our heads in shame. We'd like to take a further look for you and get this reported back to our Warehouse & food tech team. Could you email us on ocado@ocado.com with www.reviews.co.uk in the subject line?

Posted 10 years ago

Hey Laura, thanks for emailing us. you'll be delighted to hear that we've passed the details of the poor quality fruit & veg that you've been receiving from us to our Food Tech team. Finger crossed you'll see a major improvement in the quality in your future orders. We hope this has been of assistance to you.

Posted 10 years ago

“Quality service, Easy to use website. Great deliveries and even on the very and I mean very rare occasion that there is a problem its sorted quickly and with little hassle.”

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Posted 10 years ago

“Great offers and discounts and delivery. Love the scan barcode app and original Ocado app too, which makes things very easy for me.”

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Posted 10 years ago

“My only real gripe is use by dates - to the extent that I frequently have made the decision to go and do my whole shop at sainsburys or tesco instead of Ocado simply because I believe that staples like bread and milk etc will come with such short shelf life's, that I will have to make a single trip in a few days to replace them. So it's more than just my inconvenience, it leads to lost revenue on your part.”

Helpful Report

Posted 10 years ago

Goodness, it worrying to hear about the quality of the grapes that you've been receiving and the use by dates, We're very sorry for any annoyance & inconvenience that this has caused you. We'd like to take a detailed look into this for and would appreciate it if you could email us on ocado@ocado.com with www.reviews.co.uk in the subject line.

Posted 10 years ago

“I think Ocado offers a great service and saves me both time and energy, both of which I value greatly. With a bad back, it is great not to have to lift heavy shopping in and out of the car etc.. Ordering online is straightforward and all the products are good. Delivery is reliable and always within the allotted hour, and usually the drivers are friendly and helpful. On the odd occasion I ask for a refund there is never any quibbling about it. My only complaint is that sometimes the bags are packed badly, and delicate items such as salad or eggs are squashed. Overall, an excellent service.”

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Posted 10 years ago

Hey Caroline, we're glad that we could help to make doing your weekly shop easier as we know how much of a nightmare it can be going to the local supermarket and doing the shop & then lugging it all the way home. It does sadden us to hear that we've let ourselves down your tops marks due to packing and we're very sorry if we've annoyed you in anyway. We'll get your comments passed on to our Warehouse team so that we can take a look further & make the necessary improvement to get your complete seal of approval. We hope you have a lovely weekend.

Posted 10 years ago

“Ocado are the best! I've tried several supermarket home delivery services, but I've stuck with Ocado as they have proved to be the most reliable delivering my orders on time, and with the products I've ordered and hardly any substitutions or missing items. I pay to have an annual delivery pass, which although it's a lot to pay at one time, works out at good value spread over the year, especially in weeks where I have more than 1 delivery. I've also found the fresh produce is fresher than when I've used other delivery companies, and what I like most is being able to have Waitrose products delivered straight to me without having to go into town and pay parking charges.”

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Posted 10 years ago

“Once you have tried Ocado, there is no going back! I have tried ALL the major grocery suppliers, and not one comes close to the level of service and quality of produce. Who else gives you: a huge range of delivery times, small delivery windows, friendly staff, fast refunds, Tesco price match and vouchers if you have paid more, colour coded bags for freezer, fridge & cupboard for easy packing when you are in a hurry (perfect for busy family life!), recyclable bags which the driver collects on your next delivery (love to recycle), free samples (and not mini versions either, proper sizes you can share and all try) , huge range of organic products, gifts, flowers & toys (told you it was great for busy families!) but most importantly, fresh food delivered to your kitchen, with a smile!”

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Posted 10 years ago

“In over 10 years of bi-weekly deliveries I can count on one hand the times that the delivery was late or substitutions were unacceptable - that's why I use ocado- reliable, great service and that makes my life easier!”

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Posted 10 years ago

Ocado is rated 4.0 based on 2,653 reviews