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 shop with Ocado because the quality of the products is usually very good, especially the fresh produce. Also the delivery slots are convenient and wide ranging. Communication is also very good and the driver keeps in touch if they are going to be early or late (which is rare). There are a few niggles in that the cost is usually higher than shopping around at a local supermarket and with the addition of the delivery fee the overall cost is inflated. Damaged or missing items are quickly refunded without quibble. The range of products is fairly extensive and items can be found that may not be stocked locally.”

Helpful Report

Posted 10 years ago

“I think that some of your discounts are unfair to people who live alone, ie a discount if you spend £80. I have been a regular weekly customer for many years but rarely receive any rewards.”

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Posted 10 years ago

Hello Margaret, we are very sorry to hear you have not been receiving offers and rewards recently and we do apologise for any disappointment this has caused. Our Marketing team do regularly send out vouchers and offers and if you could write to us at ocado@ocado.com putting 'reviews.co.uk'in the subject field we can ensure that your account is set up to receive these. Many thanks for your review.

Posted 10 years ago

“Once order is placed items are rarely out of stock unlike other online supermarkets. Quality is generally excellent and if there is a problem, refund is easily obtained. One hour delivery slots so no hanging about for two hours. Would recommend.”

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Posted 10 years ago

“I have used Ocado for my Home delivery for a number of years now, they are very good, the reliability, friendly drivers, they collect my Old Polythene bags, and it saves me the grim task of Supermarket shopping, the Monthly pass is cheaper than petrol, what is not to like?”

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Posted 10 years ago

“We have shopped every week with Ocado since it became available in our area over 7 years ago, with an annual Delivery Pass. The range of goods is wide and pricing is acceptable. The quality of the fresh food from the Waitrose brand is superb with Ocado's own range rapidly catching up. Delivery is impeccable in our experience with excellent reliability. I wouldn't need all the fingers of one hand to count how many delayed deliveries we have had in over 7 years. Two weaknesses Ocado need to resolve: Firstly the reliability of the packing of goods. We will go weeks or even months without an issue and suddenly a packer will crush a delicate item with a ludicrously heavy one. It is so frustrating to have a £150 delivery and then have to go to the local supermarket to replace an essential item. Secondly who are Ocado's target customers? They stock all manner of esoteric items from obscure niche producers but not some mainstream products you would expect a supermarket to have. As an example I love Murphy's Stout a very mainstream product. Ocado stock at least 10 sorts of stout and if you want a stout brewed by a craft brewery it's on the website but if you have plainer tastes and long only for good old Murphy's then bad luck. That pattern is repeated across many products and Ocado need to sort out whose supermarket of choice they want to be.”

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Posted 10 years ago

“Deliveries always on time, drivers always very professional and friendly and rarely any items missing. Sometimes things are a bit higher priced than other home delivery companies and there are some brands/items that are not stocked. Good Quality and range of meat available but some of fruit/veg has gone off the same or next day after delivery.”

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Posted 10 years ago

“Great site and service delivery. My only quibble is that when placing an order for some products, by delivery they are out of stock. This is understandable with perishable products and groceries but not with other items e.g. electricals and household items. Frustrating when I based the whole order on receiving that item”

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Posted 10 years ago

“I have always found the Ocado service to be excellent and the best of all the online grocery delivery services. They give you a 1 hour slot and usually stick to it though occasionally I've had calls to ask if I'd mind it being delivered early. On the one occasion this was not convenient it was not a problem. I really like Waitrose produce but find the Ocado delivery is more reliable and convenient than Waitrose own where you have a 2 hour slot. I love that I know when I'm ordering what is in stock so there are very rarely any late surprises and I don't have to rummage around in the order to find replacement goods that I don't want. On the very rare occasions when I've received something that is damaged or not up to the usual standard it has always been refunded without quibble. The Smart Pass works well so I don't ever have to pay for my deliveries. Keep it up, Ocado!”

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Posted 10 years ago

“Have used Ocado for many years and am very satisfied. Deliveries are on time,substitutions rare and delivery people pleasant and helpful . Occasionally there are issues with packing but these are always dealt with quickly. Refunds for damaged or missing items are also dealt with quickly but are rarely needed. All in all an excellent service.”

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Posted 10 years ago

“Very efficient, friendly service. Substitutions v rare.”

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Posted 10 years ago

“Reliable service. What more could you want from a grocery delivery company?”

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Posted 10 years ago

“Having tried most of the other supermarket delivery services, Ocado is definitely the one for me. Good selection of products, reliable delivery and great customer service.”

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Posted 10 years ago

“I use Ocado once- twice a week and am very pleased with the service. All the drivers are nice, polite and helpful and the groceries are rarely late. I think the communication between Ocado and myself is good - they keep me up to date with offers, delivery lateness etc. Overall, an excellent service that I have been using for years!”

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Posted 10 years ago

“Love how I can be walking into work whilst topping up my occasion shop. So convenient.”

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Posted 10 years ago

“My rating would be very good except for the fact that perfumed washing powder and disinfectants etc are often put in with such as biscuits and tea bags. Also raw meat can arrive mixed with cooked meat. Usually bread is packed with bananas on top, so squashed!”

Helpful Report

Posted 10 years ago

Good morning George, many thanks for your review, we are terribly sorry to hear that your packing is occasionally below par, and we do apologise for any trouble this has caused you. Packing segregation is something we take seriously and will always endeavour to improve, should this ever happen again, please do contact us at your earliest convenience and our warehouse management team can look into this as a matter of urgency. Many thanks again.

Posted 10 years ago

“Very good service. I am disabled and the drivers have often helped me put things away etc when I have needed help !”

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Posted 10 years ago

“OCAS would be more than very good if they could get their packing sorted. It is extremely bad and I could complain every week about the damaged packs, broken bags (overloaded) etc etc but only bother when it all gets too much. Even then they promise to resolve and never do - in all the years I have been a customer, it has never improved. This week I did my first TESCO order and their packing appears much more sensible, so why can't Ocado get it right. I tried Tesco because I am fed up with this, and am now considering switching.”

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Posted 10 years ago

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Posted 10 years ago

“Ocado's website is super friendly and it offers a range of choice as complete as any flagship Waitrose store and sometimes at lower prices. The drivers are always friendly, polite and punctual.”

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Posted 10 years ago

“First class food and also first class service”

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Posted 10 years ago

Ocado is rated 4.0 based on 2,658 reviews