Ocado Reviews

Name: Ocado
Address: 3 Bishop Square, Hatfield
Rating: 4.04

4.0 Rating 2,649 Reviews

77 %

of reviewers recommend Ocado

Company Reviews

Questions

Metrics

4.0

Based on 2,649 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 3rd 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

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

Helpful Report

Posted 9 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 9 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 9 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 9 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 9 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 9 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 9 years ago

“Excellent service always reliable”

Helpful Report

Posted 9 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 9 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 9 years ago

“This review is specific to Ocado breaded frozen cod pieces, offered as an alternative as Waitrose Cod was unavailable. Apparently these have been made from cod fillets. Not any cod I've ever seen or tasted! The worst piece of fish I have ever put in my mouth. Utter filth.”

Helpful Report

Posted 9 years ago

Hi Andrew, thanks for leaving a review. We're so sorry to hear that the cod pieces you were substituted didn't taste too good. We'd like to get these refunded for you, so if you could be so kind as to email us at ocado@ocado.com and pop Reviews.co.uk in the subject line, we'll sort this out for you. Our apologies again and we hope that this didn't spoil your meal plans.

Posted 9 years ago

“I have been shopping with Ocado for a long time, and really like most aspects of their service. I like that they deliver from their own warehouse, rather than shops, but do think that their range of products is getting more restricted. When they were linked with Waitrose I could usually get everything I wanted, but now I have started to use Waitrose themselves if I am having a party as they have a better range of products. I have started to consider whether I will renew my Ocado smart pass next year as the gap between Ocado's excellence and the rest of the pack is closing.”

Helpful Report

Posted 9 years ago

Hi Christine, thanks for leaving a review. We're sorry to hear that you've not been able to find the products you're looking for with us, just so you know, Waitrose are still one of our main suppliers. If there were any particular products you were looking for, you can always request these at the bottom of the page, using the Product Request link. Our Trading team regularly review these requests and work hard to bring in popular products we don't currently stock. We really hope we don't lose you as a loyal customer because of a few items we could hopefully get in. If you wanted to discuss this with us anymore please do get in touch with us at ocado@ocado.com, just pop Reviews.co.uk in the subject :)

Posted 9 years ago

“Excellent service - fresh produce, always on time (with hourly delivery slots), polite drivers and in case anything amiss with the order (rarely) the refund process is hassle free. It really helps my work-life balance as a busy full time working parent.”

Helpful Report

Posted 9 years ago

“A good service. Reasonable price range. Drivers are best part of the service. Choice used to be better. A lot of waitrose products have disappeared or always out of stock. Especially fresh meat and fish.”

Helpful Report

Posted 9 years ago

Hey Barbara, we're pleased to hear that you are enjoying the service and we hope that you continue to do so. It saddens us to hear that you have been unhappy with some of the Waitrose products disappearing and for this we're very sorry. If there were any particular items that you wanted we'd be happy to take a further look just email us the details on ocado@ocado.com with www.reviews.co.uk in the subject line.

Posted 9 years ago

“I became an Ocado customer right from the beginning. Soon to purchase the Smart Pass. I have nothing but praise for the friendly and efficient service they give. Orders are regularly fulfilled and substitution very rare. The Smart Pass is amazingly good value, orders as frequently as required and a low minimum of £40. spend. Christmas Orders have always been completely fulfilled. If there is a hold with traffic problems Ocado are quick to notify you - even if the delay is minimal. Never had a problem with any Ocado staff. Best move I ever made.”

Helpful Report

Posted 10 years ago

“Excellent delivery slots (1 hour windows starting every half hour) are the main feature which make me choose Ocado. I don't often get substitutions and I am not obligated to take them. Reliably on time.”

Helpful Report

Posted 10 years ago

“I love the convenience of home delivery however Ocado are so much better than the rest even Waitrose Love the text with who is delivering and registration - great for little old ladies - love the ease of shopping - love the one click app add yo shopping already done. Love the choice of delivery times and how reliable they are. The odd refund easy online and the customer service on he tel superb! I wax lyrical about Ocado. My only gripe is the way the bags are packed. Often heavy items on top of crushable ones so had leaked fairy liquid in whole shopping bag / crushed fresh peas by tin of coke pack - that kind of thing. I'm sure easily fixed. But happens often. Often meaning not always bad enough to complain. One week my cats individual domes of food, one was pierced. Oozed into bag. Sometimes I can't be bothered complaining so you don't hear the full picture. Al;so sometimes you order items but they don't come. Relacememts advised on text is great however. Shame when you just get used to a product, you drop it! Love all the clever things you do like remember what my bag looks like; make suggestions when I check out and much more. I first started with Ocado because I had a shoulder operation and couldn't lift shopping. I find it saves me time, saves my car getting inked, saves me petrol and money because I don't get sucked into buying what I don't want. It's so easy to shop online. with Ocado and knowing you price match Tescos and send money off vouchers if not cheaper than Tesco is a certain comfort.”

Helpful Report

Posted 10 years ago

Hi Diane, we're thrilled to hear that you love the convenience of the service we provide as it's always our aim to make shopping that bit easier. It's worrying to hear though that the packing of the bags was not up to your highest standard, and we'd love to take a further look into this for you. If you could email ocado@ocado.com with www.reviews.co.uk in the subject line and we'll get it reported back to our Warehouse team management right away.

Posted 10 years ago

“We've never had a problem with our deliveries, 99% of the time all of the order is there with no substitute, the quality has always been really good and no worries about things just about to go out of date! We only had one delivery late but they kept us informed and up to date which is great.”

Helpful Report

Posted 10 years ago

“I am extremely disappointed in the very poor condition of flowers delivered. The last purchased were dead the following day and the life of any flowers purchased has been far shorter than they should be. I would purchase them weekly but have been habitually disappointed in their condition”

Helpful Report

Posted 10 years ago

Gosh, it saddens us to hear that the flowers you've received from us were not of the best quality. We're very sorry for any disappointment that we've caused to you. We'd like to take a further look into this and report back to the relevant team. Can you email ocado@ocado with www.review.co.uk in the subject line?

Posted 10 years ago

“The weekly shop has never been easier - simply LOVE using the Ocado app. I'm always browsing the variety on offer from food to home wares, I'm simply an ocado-shop-a-holic! Products are always excellent, deliveries on time, drivers very friendly and helpful and on the rare occasion anything is wrong with the order, the customer service is just the best. Why shop anywhere else!?”

Helpful Report

Posted 10 years ago

“I cannot praise Ocado enough!!!!! After years of bad delivery experiences and rubbish products from other suppliers including Sainsburys and Tesco. I have been a loyal customer with Ocado for 8 or 9 years now. I can honestly say I have only ever had 1 hiccup during that all that time and that was dealt with swiftly and efficiently. All staff I have dealt with are incredibly friendly and efficient from drivers to telephone staff. I am Coeliac and my husband is dairy intolerant and Ocado offer the best quality free from ranges of anyone. Christmas is also the most stress free experience. Thanks to Ocado's fantastic choice of gifts I do most of my shopping through them now. FAB!!!!”

Helpful Report

Posted 10 years ago

“Ocado drivers are very helpful and products are good and the saving with not using time and petrol going to a supermarket makes my working life much easier.”

Helpful Report

Posted 10 years ago

“I have been shopping with Ocado for many years and their service has always been excellent. It is very rare that they have to substitute items and delivery is great too. The prices are very competitive but the best bit is the amazing range of items they stock. Far more than any supermarket i have ever been in.”

Helpful Report

Posted 10 years ago

Ocado is rated 4.0 based on 2,649 reviews