Ocado Reviews

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

4.0 Rating 2,658 Reviews

77 %

of reviewers recommend Ocado

Company Reviews

Questions

Metrics

4.0

Based on 2,658 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

“Great selection, good prices, fantastic service.”

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Posted 10 years ago

“I love Ocado! They have a huge range of products including a vast selection of whole foods and health foods. Good quality too. I now never go into a supermarket.”

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Posted 10 years ago

“I have been a loyal customer for 11 years, consistently good service and considering the amount of deliveries I have, there are few mistakes or hitches. When they do occur I find that matters are resolved quickly and to my satisfaction. I only buy Waitrose or other branded goods. I dislike ocado brands as without exception have found them to be very poor quality, poor shelf life or taste bad.”

Helpful Report

Posted 10 years ago

Hi Kate, thanks for taking time out of your day to leave some feedback for us. We're so happy we have been able to provide a consistent good service for you over the last 11 years, and we're pleased there have been few mistakes. We'd actually like to thank you for being so loyal to us, it's customers like you that makes everything we do worthwhile so thank you Kate! The only thing we're sorry to hear is we haven't been able to impress you with our own brand products. To hear that you've found our Ocado products to be poor quality, not have a good shelf life and tastes bad is certainly not what we expect from our products. We value all feedback so we'd love to get this passed on and looked into further for you Kate. If you could email us at ocado@ocado.com with your name and Reviews.co.uk in the subject, we'll be more than happy to investigate further for you. We look forward to hearing form you soon Kate and we hope that the next 11 years will be even better! Have a lovely day!

Posted 10 years ago

“Have stayed using Ocado other providers as substitution rate is low, refund is fast and never quibbled. Customer service is high over the phone and generally from delivery staff. Quality of produce is generally good and not the cheapest but okay value. Appreciate the promotional items that have been recently included in the shop - shows you care for existing not just new customers. Keep it up!”

Helpful Report

Posted 10 years ago

“Generally good. The negatives are the quality of the vegetables. They are often off, squashed. Or go off way before the date. Ocado are very good at giving a refund. Drivers are often late and a few times by over an hour. It's not their fault. I believe better scheduling could help. The limit on how much water I can buy is crazy. Not enough for a family of four - not happy with this.”

Helpful Report

Posted 10 years ago

Hi Caroline, many thanks for leaving a review for us. We’re pleased that you’ve found everything to be generally very good, but we’re so sorry that you’ve found a few negatives like poor quality vegetables, some late deliveries and the limit on how much water you can buy. It’s such a disappointment that some of your vegetables are often squashed or have gone off before the use by date. We take great pride in the quality of our products and choose our suppliers carefully, so we would love to pass this feedback on for you Caroline and look into how we can resolve this for you. We also feel sad that your drivers are often late, even a few times by an hour! We do understand things happen on the road, but we always do our best to make sure we get your shopping to you on time. This is something that we would also like to look into further for you Caroline. Regarding the limit we have on how much water you can purchase, this is due to the amount of space available in the van and health and safety for our drivers. But we’re always looking at how we can improve our service, so we’ll certainly pass your comments on for you. If you can email us at ocado@ocado.com with your name, and Reviews.co.uk in the subject, we’ll be able to look into these issues further for you. We look forward to hearing from you soon Caroline, we hope we can resolve these for you!

Posted 10 years ago

“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

Ocado is rated 4.0 based on 2,658 reviews