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

“Ocado has been the best on line shopping that I have had. My only comment is I feel very strongly that I shop every week and have a smart pass and have had for years. But you charge me for Christmas delivery. You advertise that smart pass customers canhave more than one delivery in christmas week. But each shop has to be 90pounds plus 10 pounds delivery. Thats why im not sure about using you this christmas.”

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Posted 9 years ago

“It wasn't clear that my review was going to be made public.”

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Posted 9 years ago

“Online app is great, fresh food and always great service!”

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Posted 9 years ago

“Excellent products and very good customer service.”

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Posted 9 years ago

“We are having lots of problems with deliveries at the moment. Late deliveries- we had to cancel one last week. Generally poor service. If it doesn't improve we will be leaving ocado.”

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Posted 9 years ago

Hi Sabeena, we're really sorry to hear that you have been having issues with your deliveries of late. It's also disappointing to hear that you even had to cancel an order, and we can understand how this must have been very disappointing and inconvenient. We do hope that you have contacted our colleagues at the Contact Centre regarding the issues you have been having. If not please do email us at ocado@ocado.com and we can look into further for you. Our sincere apologies for any inconvenience caused and we do hope that your future orders are much improved.

Posted 9 years ago

“Friendly, helpful drivers, one hour delivery slots which you can rely on and very few substitutions.”

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Posted 9 years ago

“No bananas availabe - and no substitute - come on!! Disappointing, now I'll have to go to the shops.”

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Posted 9 years ago

“All staff so helpful When I broke my leg the driver offered to put my frozen food away for me”

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Posted 9 years ago

“Customer service at its best. Strange to find in England!”

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Posted 9 years ago

“Ocado is fantastic. The product range is excellent, with basic staples at good prices and a great selection of more unusual, organic and delicious things to choose from. The website and app are well thought out and easy to use. There's never a mix up and they always deliver a fantastic service. Totally happy with them.”

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Posted 9 years ago

“Ocado is as essential to our household as are gas, electric and all the other things that make a house a home. Its software is easy to use, its range of products extensive - and the quality is high. The deliveries are made by helpful professionals who almost always offer to bring the groceries all the way into the kitchen. The only aspect that I would change is to price-match to all other major grocery chains rather than just Tesco. However, I recommend Ocado whole-heartedly.”

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Posted 9 years ago

“Always on time! Very friendly stuff!”

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Posted 9 years ago

“One of the best examples of customer service overall. My only suggestion to the management would be to allow delivery slots with shorter "notice" - right now you can't order sooner than in 24 hours.”

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Posted 9 years ago

“Ocado has become an established part of our daily lives. I have regular a weekly order with running list during the week that all family members can add to. It's so easy to use the website and great to have a wide variety of foods and more to choose from. There are rare substitutions and no problem returning them if necessary and the rare damaged item is easily refunded. It's such a relief that with a busy working life I don't have to waste time trailing around a supermarket.”

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Posted 9 years ago

“Find Ocado really convenient to use. Delivery slots to suit, very rare for them not to have what I order, sensible substitutions if necessary and good quality items.”

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Posted 9 years ago

“Thank you Ocado ! I am very satisfied with the excellent service to provide. Being 80 years old , going to the shops is a real chore ! The delivery is always on time, the driver always calls to say he is a little late or ask if he cn deliver a little earlier than noted. Your online catalogue and product display is very good and mad easy to use.”

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Posted 9 years ago

“I have been using Ocado for my weekly shop for over four years. I love the longevity of the milk and freshness of the produce. The offers and range of products are excellent and I have never been tempted to try any other online supermarket.”

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Posted 9 years ago

“We do love ocado and do recommend it it all our family and friends. But I do have two bug bears. 1) we recently have started ordering more ready meals for convenience. Waitrose cook ones and the Charlie Bingham meals. However they always turn up in a real mess, slopped to one side of the tray or upside down. This really affects how they cook and can result in a mess when opening. Certain foods should be labeled as 'keep flat' and kept flat. You can do it with birthday cakes. 2) if I take a product on offer and it is not available and is substituted in my delivery. Do I pay full price for the new product or is the offer price honoured? This is never clear.”

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Posted 9 years ago

Hi Simon, We're glad to hear that you love the service. However, it's disappointing to hear that some of your meals have been arriving in a mess and we can understand how this must be disappointing. We can assure you that we will be passing on your feedback regarding this to our Warehouse Management team. With a substituted item in your order you will always pay the price of the item that it has been substituted with, and if this is on offer you will get it at that price. We hope this helps and that you can continue to enjoy shopping with us.

Posted 9 years ago

“Grocery delivery as it should be. Reliable. Virtually every order is complete, substitutions are rare Quality is good, prices reasonable especially if the many offers (which are easy to find) are used. Good quality. Value. Reliability. A great combination. A useful and valued part of my life - saving me time”

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Posted 9 years ago

“Generally I appreciate the excellent service Ocado provides. My exceptions are as follows: Very poor packing on occasions, soft items under heavy items and therefore squashed. Vegetables have a very short shelf life, items purchased on a Thursday best before Saturday. It is not possible to consume packs of vegetables in this time in a two person household. It would be helpful if smaller packs were available. Thank you Ocado I am a huge fan.”

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Posted 9 years ago

Ocado is rated 4.0 based on 2,653 reviews