Ocado Reviews

Name: Ocado
Address: 3 Bishop Square, Hatfield
Rating: 4.03

4.0 Rating 2,662 Reviews

77 %

of reviewers recommend Ocado

Company Reviews

Questions

Metrics

4.0

Based on 2,662 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

“Very good service. Excellent wide variety of brands, you can find whatever you need. Very efficient and reliable delivery service. Good offers on various items.”

Helpful Report

Posted 10 years ago

“Delivery info helpful ordering easy Drivers on the whole polite and helpful Often things are squashes ie croissants Sometime life span a bit short Rarely get fish pie mix”

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Posted 10 years ago

Hi Jean, we're glad to hear that you find the website easy to use, and it's always great to hear our drivers are polite and helpful. However, It is disappointing to hear that you often have damaged items with your orders. We can assure you that we are working hard to make sure there are no damages in your orders, by having regular meetings with our suppliers and Warehouse Management team. If you haven't already contacted us for any of the damaged items in your orders, please do email us at ocado@ocado.com and we can look into this for you. Our apologies again for any inconvenience caused.

Posted 10 years ago

“Faultless! I've honestly never come across such an efficient service! Highly recommended!”

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Posted 10 years ago

“Very reliable delivery service with helpful and friendly delivery agents. It is also very unusual for items to be out of stock or substituted.”

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Posted 10 years ago

“I adore Ocado. Great range of products, great special offers and superb delivery drivers. What's not to like?!”

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Posted 10 years ago

“Very good range of food and wine especially the Organic choices. I only eat Organic food”

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Posted 10 years ago

“Good products good service always on time good refund policy”

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Posted 10 years ago

“Excellent service. Polite and helpful drivers. One-hour time slots. Huge range of products. Rare missing items or substitutions. They have to be the best on-line delivery company.”

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Posted 10 years ago

“Excellent web site, easy to use and keeps lists to refer back to, which is particularly useful when planning for Christmas. Very rarely out of stock of anything and their choice of replacement is always good and well considered. The delivery is good, on time and with a courteous driver and never any breakages. Any complaints that we have had have been dealt with efficiently and quickly. We have used Ocado for at least eight years and would not consider going elsewhere. Really, I cant fault them.”

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Posted 10 years ago

“Easy to browse the website and find everything you need. The deliveries are also always delivered on time!”

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Posted 10 years ago

“Having shopped online with most large retailers; Ocado is my favourite. I don't think it's the cheapest; but their online app's/website are the quickest and easiest to use and their customer service is the best. If i don't have anything special planned, i can do my entire week's shop via their app in 15 minutes thanks to the pre-filled trolley option and i have a weekly delivery spot pre-booked every week, which can be easily changed if necessary. Its very rare that items are out of stock and replacements are almost always suitable.The range is incredible. It price matches on branded goods and has the largest range of free-from and organic products i've seen. I won't change to anyone else!”

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Posted 10 years ago

“I can't fault Ocado really - I wish that there wasn't so much packaging on the fruit and veg but I understand why it has to be there. The service is excellent and very rarely do I have any substitutions.”

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Posted 10 years ago

“1 hour delivery slots are great. Usually very few substitutions, and hardly ever get damages or spillages.”

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Posted 10 years ago

“They nearly always deliver on time and with accuracy.”

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Posted 10 years ago

“I have been a customer of Ocado for 11 years and cannot speak highly enough about their service, reliability, choice, price comparison, quality and attention to detail.”

Helpful Report

Posted 10 years ago

“Our order was cancelled twice both for me and my wife, called the customer service and spoke to a guy who was rude and hasn't got a clue. i was then contacted by my card company that a suspected fraud was identified on credit card and my card was blocked. like seriously? I went ahead and ordered from Tesco however my wife decided to give it a try again a week after the first oder was cancelled but same thing happened, the order was cancelled again, leaving with her with nothing to eat for the weekend. She called Ocado and was asked to send a council tax bill before the order was released which she did, and then she later got a call again requesting to send a proof of ID (I couldn't just believe it, i'm wondering if we are actually applying for a loan). Worst customer service ever and a terrible service I personally will never shop at Ocado again.....NEVER”

Helpful Report

Posted 10 years ago

Oh Tolu we’re so sorry to hear what’s happened and that you were left with nothing to eat for the weekend. We can imagine how concerning and upsetting this must have been for both you and your wife. We would love to look into this further to see what we can do to help. If you could email us at ocado@ocado.com with your name and Reviews.co.uk in the subject, we’ll be able to investigate further for you. On behalf of the Ocado team we sincerely apologise for any inconvenience caused.

Posted 10 years ago

“I have been using Ocado for over 10 years on a weekly basis. From ordering to delivery, Ocado's shopping experience is faultless and in my opinion, the best in the food sector. Ordering , in particular is fantastic, quick and easy from all types of technology, exceptionally easy to update your shopping basket, with the add to order, shopping lists and one-click options. Stocking a wide range of Waitrose products and other top brands, Ocado offer a great choice of food and non-food items and are regularly adding new items. Products are picked from Ocado's regional warehouses, which ensure that the food items are fresh and have a good shelf life. Ocado's Customer Service's teams and Delivery Drivers are all, professional, friendly, very helpful and polite.”

Helpful Report

Posted 10 years ago

“Hi, generally a good service, which is why we've stuck with Ocado for some years. Things that are annoying: Drivers persistently trying to deliver early. I have a wife with a physical disability and I only want deliveries when I am at home. Some of the drivers are quite persistent in there attempts to deliver early. I have also complained repeatedly about over filled bags, but to no avail. This usually milk and juice being crammed into the same bag, some time 10 litres of fluid in one bag and the handles just break. Sometimes things like yoghurts are placed in bags with heavy liquids too, which usually means they get crushed. A couple of Ocado Reserved desirables: The ability to have more than one regular order per week. The ability to specify a shopping list of items to be delivered. I delete the automatic one every week and add my own.”

Helpful Report

Posted 10 years ago

Hi Nicholas, it's great to hear that you like using the service for so many years as it makes what we do that more enjoyable. We're very sorry to hear that your drivers are attempting to deliver to you early. They are trained to call to see if you would like your shopping earlier, but you are of course you're entitled to let them know that you would like it delivered within your slot. Have you thought about having some delivery instructions asking for the order to be delivered within your chosen slot as all drivers do have access to this. It also worrying to hear that you've been receiving bags which have been over packed with heavy items all in one especially litres of juice & water together, this should never be the case. We'd like to get this reported back to our Warehouse team if you could email us on ocado@ocado.com with www.reviews.co.uk in the subject line. We look forward to hearing from you very soon.

Posted 10 years ago

“Excellent service always reliable”

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Posted 10 years ago

“Great service, super products. Just 2 negatives that prevent 5* review - raw meat packed with rest of food stuffs and instead of automatically giving money off for the Tesco price match they send piddly vouchers!”

Helpful Report

Posted 10 years ago

Hi Suzanne, it's great to hear that you like the service, although we're sorry to hear that you're not happy with our current meat packing process. We have investigated the heat-sealing process for raw meat and fish products, and have found that it has been extensively developed, improving the safety and resilience of the packaging. We are now confident that it provides an acceptable barrier from other foodstuffs, and therefore we can safely pack these products within the same carrier bag as ready-to-eat products. Should the packaging of any product be punctured or compromised in any way, please contact us so we can investigate the issue. We're also sorry to hear that you're not happy with the way our Low Price Promise system works, and we'll be sure to pass on your feedback regarding this.Our apologies again for any inconvenience caused, and we do hope that you continue to enjoy shopping with us.

Posted 10 years ago

Ocado is rated 4.0 based on 2,662 reviews