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

“I've been using Ocado for over 5 years now and have always had a great experience with them. Lovely drivers, always so courteous and willing to help. They've only been late 3 times in 5 years and have always let me know. The quality of products have been great and the few times I've had an issue it was rectified right away. Highly recommended!”

Helpful Report

Posted 10 years ago

“The delivery team are always very helpful however items are not always packed in the most sensible way. Often softer items such as bread or fruits have been placed at the bottom of bags and heavier items have been placed on top, leading to items becoming squashed or bruised. There have also been a few occasions recently with items arriving and going bad the following day.”

Helpful Report

Posted 10 years ago

Hi Caroline, it's fab to hear that our delivery drivers are always helpful. However, it's disappointing to hear that you have been receiving poor packing and damaged items. We are working very hard to make sure your orders arrive well packed without damages. We do hope that you have contact us regarding any damaged or poor quality items you've received, if not please do email us at ocado@ocado.com and we can look into this for you. Our apologies again and we do hope that you can continue to enjoy shopping with us.

Posted 10 years ago

“Great service generally, with good products, and good delivery service. Only problems I would raise are a search engine that is a bit too precise, they should buy in the Google search engine! Also we have had some minor breakages at times.”

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Posted 10 years ago

“The staff who deliver the groceries are always cheerful, polite and helpful and the deliveries are always reliably on time. The website is really easy to use and you know you are going to receive what you order- if it's out of stock it says so on the website. Products are always fresh and lots of special offers make Ocado prices very competitive. Makes shopping so convenient and very easy!”

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Posted 10 years ago

“I love the way Ocado is so easy to order, amend order and texts me reminders about cut off times, delivery slot etc. I try the other supermarkets every so often but I always come back as it's such an excellent service”

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Posted 10 years ago

“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 10 years ago

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

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Posted 10 years ago

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

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Posted 10 years ago

“Excellent products and very good customer service.”

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Posted 10 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.”

Helpful Report

Posted 10 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 10 years ago

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

Helpful Report

Posted 10 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 10 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 10 years ago

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

Helpful Report

Posted 10 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.”

Helpful Report

Posted 10 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 10 years ago

“Always on time! Very friendly stuff!”

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Posted 10 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 10 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.”

Helpful Report

Posted 10 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.”

Helpful Report

Posted 10 years ago

Ocado is rated 4.0 based on 2,658 reviews