Ocado Reviews

Name: Ocado
Address: 3 Bishop Square, Hatfield
Rating: 4.02

4.0 Rating 2,667 Reviews

77 %

of reviewers recommend Ocado

Company Reviews

Questions

Metrics

4.0

Based on 2,667 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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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

“Easy to use website......once you have set up your favourites. Prices good. One hour delivery slots....Drivers always VERY friendly and helpful. They will telephone if they are early or late, which is unusual. Easy to report damages and receive refunds. Only negatives are the selection of products...(.some of my favourites are no longer available!) and the hard sell when you try to complete your order...it takes a few clicks before it allows you to checkout!”

Helpful Report

Posted 11 years ago

“Reliable deliveries by charming drivers. Always get my order in full. Am very satisfied with the excellent service provided. I hate shopping and am now unable to shop personally in the store so I rely on this service very heavily and it enables me to stay independent. I have tried other providers but none came close to the level achieved by waitrose and ocado. I do not normally complete these review requests but have made an exception here. Thank you.”

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Posted 11 years ago

“The variety of products on offer is excellent, the service is 95% on time and polite, and the bags are good and sturdy for recycling purposes. All in all an excellent service.”

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Posted 11 years ago

“I've been shopping with Ocado for several years and they haven't put a foot wrong in all that time. Drivers are always on time (and occasionally early, having checked by phone that it's ok to be early), also courteous, friendly and cheerful. Products are sensibly packed in bags that can be returned for recycling. Missing or substitute items are rare and there's often a surprise free sample of something as a treat. Altogether an exceptional service ethos, backed up by an efficient logistical operation and a *very* easy-to-use website and app.”

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Posted 11 years ago

“The driver was late but did not call me”

Helpful Report

Posted 11 years ago

Hi Sophie, we are so sorry to hear this, our drivers are all trained to call our customers in advance, should it ever transpire that they are going to be late, if you could email us at ocado@ocado.com and put 'reviews.co.uk' in the subject field, we can get this looked into on your behalf, and hopefully prevent this sort of thing happening again. Many thanks for your review.

Posted 11 years ago

“I find it an excellent service - very few substitute items an delivery within the one hour slot. Also prices compare well with other supermarkets.”

Helpful Report

Posted 11 years ago

“Good product range, with very few substitutions. The drivers are invariably helpful & very pleasant.”

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Posted 11 years ago

“Makes feeding my family, hosting parties and social events at home, and life generally so much easier. I have been using Ocado for several years now, and can't remember the last time I had a substitution. The drivers are really helpful, and so are customer services. When I ring them up to tell them I have messed up and no-one will be in to accept the delivery they work with me to come up with a good solution. Thank you Ocado!”

Helpful Report

Posted 11 years ago

“Deliveries are almost always within the alloted timeslot, the delivery mean are always polite and unobtrusive and the merchandise arrives in perfect condition. This is a lifesaver in our home as we don't have a car and it saves us a lot of time. We can find nearly all the products we need at good prices.”

Helpful Report

Posted 11 years ago

“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 11 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.”

Helpful Report

Posted 11 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 11 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.”

Helpful Report

Posted 11 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?”

Helpful Report

Posted 11 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.”

Helpful Report

Posted 11 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.”

Helpful Report

Posted 11 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”

Helpful Report

Posted 11 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!”

Helpful Report

Posted 11 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 11 years ago

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

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Posted 11 years ago

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

Helpful Report

Posted 11 years ago

Ocado is rated 4.0 based on 2,667 reviews