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 place an order for delivery before Christmas. It was the last available slot. The order was accepted. About 12 hours later it was cancelled due to (alleged) payment declined by my bank. I called my bank and no request for payment had been received.according to the OcdkOcafo contact centre 'this happens' with new customers. Great! Now they te me. Too late to reorder. Thanks”

Helpful Report

Posted 9 years ago

Oh gosh, we're so sorry to hear about this :( Sometimes for new customers, your card may not be verified if your banking provider believes the transaction may be potentially fraudulent. When we process your order, we ping a payment request to your card provider which is either accepted or rejected as this is the only way we can take payment, by request. If this request is denied for any reason, we are unable to fulfill the order and we aren't given a reason as to why it didn't go through. We are so sorry for any disappointment caused.

Posted 9 years ago

“They are the best company I dealt with during 5 years of my stay in London. And I mean any company I dealt with. Amazing customer service, great quality food, good prices. If I could give 6 to Ocado out of 5, I would!”

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Posted 9 years ago

“Every delivery from Ocado has been on time. There are rarely substitutes, and if there is one, then the driver has always pointed it out. The items are packed into colour coded bags so they are quick and easy to put away. There has been the occasional disappointment with a very small melon and some ready meals that were too close to their sell by date - I phoned up to complain, and customer service was most apologetic and immediately refunded the money. I have been using Ocado for over 2 years, and gone from bi-monthly to fortnightly deliveries as we are so pleased with the service and product quality.”

Helpful Report

Posted 9 years ago

“I placed an order with Ocado to be delivered the day after I returned for holiday. Only one third of the order was delivered so nothing in house for my daughter and children when they arrived for lunch. The delivery man was most apologetic but the Customer Services were stroppy and unhelpful. They refused to issue a receipt for the groceries I had received telling me that I could add the prices up myself. They said I could have £15 off if I spent another £25 and paid another delivery charge. I had shopped with Ocado some time ago and found them efficient and also in those days they had some good offers on meat and fish. This time the offers were not good and as I only received a third of my order, I will not be using them again or recommending them to friends. I think they trade on their past connection to Waitrose. So from now on I will go back to Waitrose, Tesco and Sainsburys who have never let me down. and only a third of it was delivered. Well these things happen and an apology would have been nice. The delivery man was very apologetic but when he put me through on his mobile to Customers Services, they said there was nothing they could and it was just my bad luck and then they rang off. Then they sent an email saying they had phoned my two phone numbers to apologise. My land phone”

Helpful Report

Posted 9 years ago

Goodness that really isn’t how we like any delivery to go; we cannot apologise enough! We're sure receiving only a third of the order would be annoying enough, but to then have our Customer Services Team not help in any way would just add fuel to the fire. It does sound as though there may have been a mix up at the warehouse when packing your order and although it's very rare, we do expect the team to do everything they can to make things right. After all, online shopping is there for convenience and leaving you short sounds very counterproductive! We would really like to look into this further, and particularly feed your comments back to the agent’s manager. As such, if you could email us using the email address you registered the Ocado account under with 'Reviews.co.uk' in the subject line it would be highly appreciated. We're deeply sorry again for this disappointing experience with us, we do hope we're able to make amends.

Posted 9 years ago

“Be very sure to check your final receipt! I have been shopping weekly with Ocado for at least 5 years (spending £150 plus a week) and what I have found recently is that if you amend your order, however minimally and within the time alloted, you will face any number of finacial penalties - offers no longer apply, free gifts are charge for, delivery charges have been increased. VERY DISAPPOINTING! Buyer beware”

Helpful Report

Posted 9 years ago

Oh dear , we're so sorry about this! Offers will still remain so long as you still have the item in your trolley, even if the promotion has since expired on the webshop. As long as the promotion was active at the time of first checking out your order, you will receive the goods at the discounted price. However if you choose to remove the item and re-add it, you will lose out on the expired promotion. We would always suggest refraining from amending the quantity of an item who's promotion is no longer active to avoid running the risk of losing out on the offer. In terms of the delivery charge, this does vary with a number of factors, and the price of your trolley is one of them. If your trolley goes below £75 you may encounter a higher delivery charge. The final charge will always be stated on the final page of the checkout though, and of course on any order confirmation emails. With regards to the free gift, it's quite possible it was no longer available when editing the order. However we certainly don't feel like you should miss out. If you haven't done so already it would be highly appreciated if you could email us with 'REVIEWS.CO.Uk' in the subject line so that we can possibly refund the price of the gift for you. Again, we're truly sorry for any disappointment but we hope this helps bring some clarity to the matter.

Posted 9 years ago

“After a couple of delivery fiasco's with a competitor I decided to give Ocado another try. Last week was week one, everything was fine apart from a Christmas carton of biscuits being damaged but this wasn't noticed until after the van had pulled away. Week two (yesterday) was a complete nightmare after being on hold to customer services for 20 minutes our delivery turned up 50 minutes late and when we unpacked the shopping there was another bashed box again and one completely open. This is not good Ocado as your prices aren't the cheapest and I did think you were better than the service we received, very disappointing all round.”

Helpful Report

Posted 9 years ago

Goodness, we're sorry for any disappointment Janet. This certainly doesn't sound like the service we work so hard to provide. We know how frustrating a late delivery can be & how it can ruin an evening. We don't want to be keeping anyone up! If you could get in contact with us over Live Chat through our website or social media (We're on Twitter & Facebook) we'd like to get this looked into. We'll make sure to pass the feedback on & we do hope you'll give us another chance. Our sincere apologies again.

Posted 9 years ago

“Terrible service,they list items as in stock when they dont have any stock (Hatchimals) looks like a marketing trick that went badly wrong, many unhappy children due to this and i will never use your service again”

Helpful Report

Posted 9 years ago

We're so sorry for this Mark, we certainly didn't mean to upset you or any children! This wasn't a Marketing trick at all and you are right, it wouldn't be a very good one at that. We are working hard with our suppliers to get some more Hatchimals in so please do check back with us if you can. Apologies again.

Posted 9 years ago

“Granny tiggs a perfectly delicious dressing & marinade”

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Posted 9 years ago

“Very first online order ever, necessity due to recent major op. Chose Ocado due to good reviews, excellent service. Think I'm converted to online shopping - as full-time working Mum! Loved that the delivery was packaged according to type of produce (which is how I pack), however suggest Ocado use carrier bags with say different coloured handles to denote, fresh, freezer, store cupboard etc.?”

Helpful Report

Posted 9 years ago

Hello Dana, thank you ever so much for your review. We're happy to see that you loved the service so much! With reference to the carrier bags, we do actually do this already. There is a little splash of colour on the handles too. If your bags weren't packed this way Dana, we'd love to know more so we can look into this for you. Please email is quoting 'REVIEW' in the subject line, and we'd be happy to help. Alternatively, we can be contacted on LiveChat or via social media.

Posted 9 years ago

“Ordered a coffee maker as a gift.It was in stock for my delivery slot and I even was emailed my receipt which said nothing was missing. When my order arrived at 1:30pm the driver just said the coffee maker was missing and I have got to ring Ocardo!!!. I did and was told they couldn't deliver it until 6:30pm the next day!!! And as a gesture of goodwill they wouldn't charge me for the delivery what a cheek. Offered me a fiver off. Disgraceful why didn't they ring me? I could have gone out in the morning and bought it somewhere else. I have sent an email to them but no reply. Poor service”

Helpful Report

Posted 9 years ago

We are so sorry to be the cause of so much inconvenience and frustration due to our failings with this order. We can see on our system we did mange to get you the coffee machine the next day and hope you are happy with it and everything is now resolved. We completely understand why this experience would put you off shopping with us, but have sent you a further voucher for £20 to extend our apologies, and hopefully you can put this to good use should you decide to give us a chance to redeem ourselves in the future.

Posted 9 years ago

“first time order went very well, delivered on time and had a friendly driver deliver it.”

Helpful Report

Posted 9 years ago

“Several things went wrong on first order. Reminded me of why I stopped online shopping to begin with. 1. Removed 2 organic products that were on offer during checkout because they were out of stock. Requested that I replace them.with different that were not organic and not on offer 2. Ordered a very expensive chicken that was supposed to be between 1.5 and 1.9 kg because I knew any other chicken would arrive too small. They gave me the smallest possible at 1.54kg 3. Lastly they emailed me on the day of the delivery that they didnt have another organic product (mushrooms) and replaced it with normal ones. Then they asked ne if I want refund during delivery. The point of online shopping is to avoid going to the supermarket. If I have to go to buy half the products what is the point.”

Helpful Report

Posted 9 years ago

Hi there Georgios, we’re so sorry to hear that you sadly didn’t have the best first time shopping experience with us, which is a big disappointment indeed! We can appreciate how unhappy you would be that several of the items you wanted were not available as well as the chicken not being the size that you had wanted. We do understand how this can defeat the purpose of online shopping and we are sorry that you would have to go to the supermarket again. We would certainly love to look into this further for you, please could you email us at ocado@ocado.com and pop www.reviews.co.uk in the subject as well as the username, and we can then take a look at this for you. Once again our sincerest apologies Georgios and we look forward to hearing from you soon!

Posted 9 years ago

“Email customer service take 48 hours..and their eventual reply states that they assume someone sorted out the problem in the meantime hahahahaha”

Helpful Report

Posted 9 years ago

Oh gosh, this is terrible, we're so sorry! We would like to look into this further for you as we don't want to leave your query unresolved. Please email us on ocado@ocado.com with 'Reviews.co.uk' in the subject line. Our deepest apologies again for any upset caused.

Posted 9 years ago

“Fantastic first order! Many thanks.”

Helpful Report

Posted 9 years ago

“I had used Ocado before and had been very happy with them. However my last order has definitely put me off using them again. I had taken the morning off work for an appointment and decided to get my shopping the driver was not very happy and dumped the bags and ran. At which point I found half my shopping missing and a considerable amount of someone else's shopping. After several phone calls they found my shopping was not on the van. I had to insist that they collected all thar shopping as they were unable to deliver the rest until another day. Only offered £10.00 voucher for all the inconvenience. Not impressed with their customer service.”

Helpful Report

Posted 9 years ago

Hi there, thanks for taking the time to leave us with some feedback. We’re very sorry to hear that you had a poor experience on your previous delivery, this isn’t what we expect to hear at all. We can imagine the frustration and how unhappy you would’ve been when half of the shopping was missing and was not seen on the van. We’re also sorry to hear that you were not happy with what our Customer Service team were able to do for you. We would love to look into this further for you, if you could just send us an email at ocado@ocado.com with your username and www.reviews.co.uk in the subject we will be able to look into this further for you. Once again our apologies!

Posted 9 years ago

“I have been an Ocado customer for about 9 years now. I had tried Sainsburys, Asda, Morrisons and Waitrose prior to trying Ocado. I have never looked back! I receive 2-3 deliveries a week, I would say they are on time at least 98% of the time. The drivers are almost always (on rare occasions a miserable one shows up!) friendly and helpful. I love the bagging method of colour coding your freezer, fridge and cupboard goods, makes it a cinch when you are in a hurry, to get the cold/frozen goodies stored. I love the huge range of products (including non perishable and retail items - excellent for forgotten gifts or when you are short of time) The delivery time slots give plenty of choice (especially if you prefer organic and fresh as we do) I have never experienced a problem with refunds and find the customer service to be helpful, polite and prompt in sorting out any issues. My life is made soooo much easier through Ocado!”

Helpful Report

Posted 9 years ago

“The quality of the food is good, the delivery drivers great (very helpful and pleasant) and whilst everything is going well, it is a fantastic service. 6 weeks ago I lost a bank card (cancelled it the day I lost it) and had to change details on my account. It has taken 6 weeks for ocado to inform me that a payment didn't go through, and have cancelled an order with the reason 'unable to verify payment details' though they could not expand on the reason why. As soon as I got my new card I changed details on my account. So why has it taken 6 weeks to let me know? This should have been sorted out within the week.”

Helpful Report

Posted 9 years ago

Gosh! We're ever so sorry to hear that you lost your bank card and that your payment for your order was not taken as a result. This is certainly not the level of service that we pride ourselves on. We do hope that you were able to get this issue sorted if not please do email ocado@ocado.com with www.reviiews.co.uk in the subject line and we'd be happy to take a closer loo into it.

Posted 9 years ago

“Hi, I was very pleased with my delivery driver today, 'Jacob'! I live in Brunswick Square Gloucester in flats up 3 flights of stairs. My husband was at work. Not all drivers , from various companies offer to bring it upstairs and I have to struggle on my own. I'm only 5ft. I opened my door ready to go down and he was at my door waiting with all the groceries which made me very happy! He was very helpful, friendly and polite! Thanks. Mrs Zimbalatti”

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Posted 9 years ago

“Into my 2nd year with Ocado. We pay a yearly smartpass fee and deliveries twice a week. Drivers always polite and obliging, seem to be happy with their work. Very few problems, sometimes packaging a bit erratic but any damaged or substandard items are promptly refunded and often give a voucher as compensation. Ocado stock a variety of items not found elsewhere, such as lactose free olives and new things are added regularly. I have found many non food items that I would have bought separately online and had to pay delivery charges for. It would be possible to have a daily delivery if required at not extra cost and this is a great service. There are so many offers all the time that the delivery charge is offset through the year and the price comparison system is very good. Have had hardly any problems with missing or wrong items. With such a busy company, the accuracy is very high. I like the bag return system and hope that maybe Ocado will go to the choice of crate delivered shopping.”

Helpful Report

Posted 9 years ago

“Ocado use lies and manipulation to cover up their failings and to ensure Morrisons don't get their customers. Like hundreds of others who have complained on the internet I was lied to by Ocado. I have the telephone conversations to back up this statement with recordings from Ocado and Morrisons. The Ocado card process failed Christmas 2015. The new card I had entered for some reason did not complete and the system kept the cancelled card details. Our 2 previous deliveries had been a shambles so we had decided that the Christmas order would be our last. 8 weeks after the payment failed Ocado eventually decided to contact me which was when the lies started. I asked why they had waited so long only to be lied to by Kyle. Kyle lied that " It was Ocado policy to not harass customers about failed payments and that it was normal to wait 8-9 weeks before contacting the customer, and that if I paid the outstanding amount that would be the end of it, IT WILL NOT AFFECT YOUR CREDIT RATING OR ANYTHING LIKE THAT, I was assured. LIARS. They put a failed payment at the address on their 3rd party financial records which they share with Morrisons seeing as they are looking at the exact same PC's in the exact same building. Morrisons immediately suspended my wifes account stating" There has been a payment problem for that address". Ocado had stopped her using her Morrisons account by using these tactics but were happy to take orders on her Ocado account which she decided to close with immediate effect. Ocado claim they do not breach any competition regulations in the way they share information with Morrisons, to the extent that they as a result of my complaint, have now changed their terms and conditions relating to privacy(SO CHECK THEM). Despite the recording they will not even accept that the payment was taken under false pretences using lies and deception. The company has no integrity and the cowards will not even admit when they have done wrong. I'm sure that Wendy Gallagher Finance Assistant – Loss Prevention at Morrisons is very interested in how Ocado have sabotaged our Morrisons account, just like many others on here, to only take Ocado orders from us. Morrisons, Ocado are mugging you off!”

Helpful Report

Posted 9 years ago

Goodness we're so sorry to hear you've had an unsatisfactory experience with us, it's certainly not how we would like you to feel about us at all. You mentioned you've been in touch with us about the issue, however if there is anything that's unresolved please do let us know by emailing us on ocado@ocado.com with 'Reviews.co.uk' in the subject line. Our deepest apologies again for any upset caused.

Posted 9 years ago

Ocado is rated 4.0 based on 2,658 reviews