Ocado Reviews

Name: Ocado
Address: 3 Bishop Square, Hatfield
Rating: 4.07

4.1 Rating 2,608 Reviews

78 %

of reviewers recommend Ocado

Company Reviews

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Metrics

4.1

Based on 2,608 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 22nd December 2023

Anonymous

Anonymous // 01/01/2019

Filter: Rated 4 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“The range of products is excellent and missing items or substituted items are very rare. However, the packing of items in the bags is occasionally haphazard with heavy items sometimes being placed on top of (and damaging) fragile items that are underneath. Also, items like boxes of cakes are sometimes put in the bags upside down, which damages the contents. The delivery drivers are first class.”

Helpful Report

Posted 8 years ago

Oh dear it saddens us to hear that some of the packing of your shopping has been haphazard as we always aim to deliver your product damage free, and packed properly. We can completely understand how frustrating it must be when you see your order arrive in this condition, and we'd like to say sorry for the inconvenience caused. We'd like to get this reported back to our Warehouse team and would be grateful if you could email ocado@ocado.com with www.reviews.co.uk in the subject line.

Posted 8 years ago

“On the whole, the Delivery drivers are polite and all ask where the shopping needs to be put. Substituted items are mostly acceptable and the delivery driver always makes sure I am aware and happy with the substitution. Packing can be less reliable with some bags being packed very full and piled which squashes liquid containers, particularly milk. The free gift and other try out freebies are a nice touch! Deliveries are made in the allocated time slot. Overall a good and convenient service.”

Helpful Report

Posted 8 years ago

“The product selection, website and delivery are all absolutely great. However, the packing is absolutely awful. We have had Natoora tomatoes (£6) squashed under a whole raw chicken and very often we get bread rolls or loaves of bread squashed under baked beans or jars of passatta. I feel really strongly that raw meat, especially poultry, should not be packed with dairy or raw fruit and veg and it shouldn't take a genius to realise that baked beans should not go in with bread or other delicate products. Its really really annoying and your packing should be looked at more closely. Other than that one thing I am generally happy.”

Helpful Report

Posted 8 years ago

Goodness Eloise, it's shocking to hear that you have received tomatoes which have been crushed under a whole raw chicken, this is certainly not condition that we'd expect your shopping to arrive to you in, and we're very sorry for the disappointment caused to you. We understand your frustration and we're very sorry. 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. We'd be happy to pass on your comments to our management team so that they are aware of this.

Posted 8 years ago

“I find Ocado very good on the whole and most drivers are friendly and courteous but not all. I have found that it is best to have a smaller order and more often because some drivers will stuff one bag into another bag and so on so as only to walk up your driveway once. Therefore goods get damaged and is not only a waste of money but so annoying. Some have no regards for the goods inside and I can always tell when I am going to have a bad delivery as soon as I meet the driver. Countless times have I had bags of potatoes on bread or biscuits and bleach in with the fresh food leaking. I know it was never originally packed like that. However a lot of the drivers are delightful.”

Helpful Report

Posted 8 years ago

“I've been using Ocado since day 1 and find it very useful. Brilliant customer service and very polite drivers. The packaging of the carrier bags has always been somewhat random, some very heavy squashed bags, including bread, and some bags with just one small light item in it! Generally a very good company, with polite staff.”

Helpful Report

Posted 8 years ago

Hey Pauline. It's fab to hear that you've been with us since day 1 and that you've been enjoying the service. It saddens us to hear that the packing of your shopping has been random. This should not be the case and we're very sorry for any disappointment or inconvenience caused. We do hope that you can forgive us and we promise we'll try much harder.

Posted 8 years ago

“Have used Ocado for many years and find it the best online supermarket. The website is easy to use and the app is quick and easy. Ocado often introduce new ranges and unusual items. Occasionally I have a problem with squashed or broken items due to the packing but rarely are items out of stock or substituted. If they are I am always informed before delivery. Couldn't go back to other supermarkets now, Ocados range of products and quality is far superior.”

Helpful Report

Posted 8 years ago

Hey Jenny! we're pleased to hear that you've been enjoying using the service and we're delighted to hear that we make doing the weekly shop more convenient for you with the ease of use with the website. It does shock us to hear though that you have been receiving crushed & squished items. This is not the condition that your shopping should be arriving. We hope that you were able to request refunds for the damages we do hope that you can forgive us.

Posted 8 years ago

“High points: Drivers customer care and service Choice Less substitutions than other supermarkets Accurate times for van App Is brilliant Notes to improve Sometimes customer service take a whole to come back to you Often fish products seem to be off before use by dates”

Helpful Report

Posted 8 years ago

Hey Claire, it really good to see that we're sealed your approval in a lot of areas of our service and this makes us very happy as we're always looking to impress you with the shopping experiencing. It is concerning to hear that we have let ourselves down in a few areas such as the response time and the quality of the fish, for which we are sorry for any annoyance caused to you. Your comments are very important to us as it helps us to improve the overall service, and we'll pass on your comments to our Management team regarding this.

Posted 8 years ago

“Generally very good, but can be irritating if item is out of stock and no attempt made to offer substitution ie bananas Elastic bands on egg boxes has really reduced breakages Sometimes bags really crammed with heavy items ie milk and juice Although I have been told that packaging is guaranteed would still prefer raw meat and poultry to be packed separately”

Helpful Report

Posted 8 years ago

Heavens Jane, it saddens us to hear this. We'll always attempt to give you a suitable alternative if we can't fulfil your order exactly, it may be a case that we couldn't find one at the time of picking the order. It's also concerning to hear that your shopping bags have been over packed, this must be extremely frustrating & we'd like to reassure that this should not be the case. We'd like to get your comments passed onto our Warehouse team for a further look. Please email ocado@ocado.com with www.reviews.co.uk in the subject line. We're sorry again for any disappointment & hope you can forgive us.

Posted 8 years ago

Thank you for emailing us Jane, we're very sorry for the concern you had with the raw meat not being packed separately. As mentioned in the email we have sent you, 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. We hope we've been able to address your concerns with this in our email we've sent, but if you would like us to help any further please do get back in touch with us.

Posted 8 years ago

“We find the delivery men always polite which is important and makes a difference. We would prefer more of the fruit from UK. The quality of the lettuce is not usually very good with live and dead insects and decay. The chicken is not always packed separately which we have mentioned before and feel is very important should not be in with fridge items.The bread only lasts two or three days .and the orgOtherwise we find ocado a very good delivery service with a good easy to use website and choice of food”

Helpful Report

Posted 8 years ago

Hey Judith, we're pleased to hear that your drivers have been polite & helpful when delivering your shopping. We always try to provide as much British produce as we can, sometimes with situations outside of our control can affect this. It does sadden us to hear that there are some aspects which have let us down and we'd like to take a further look in to this for you. Please email ocado@ocado.com with www.reviews.co.uk in the subject line.

Posted 8 years ago

“Generally efficient, sometimes overpriced (eg method wood floor cleaner 25% more than John Lewis?) but as a family of six the service saves me from spending every day in the supermarket. And occasionally terrible substitutes that I accept under duress because I've no time to get to the supermarket (eg rack of lamb for bake in the bag lamb laced with sugar).”

Helpful Report

Posted 8 years ago

We're pleased that we could make your weekly shopping easier for you as this always our aim. We're always looking to improve the service that we provide and thanks for your suggestion as your comments do matter to us. We'll get these passed on to the relevant teams and keeps our fingers crossed that you'll start to improvement in these areas.

Posted 8 years ago

“This service used to be 5 star. Deliveries are mostly on time which is good. Lately A lot of the times, packages are smashed/cracked and liquid is spread all over the products. Also a couple of times food doesn't seem to have kept well. Vegtables seem to be old and not have a long shelf life. We've started to look elsewhere for veg or get frozen. Whoever picks it isn't as fussy as we are.”

Helpful Report

Posted 8 years ago

Goodness James, we're so sorry to hear that you've been receiving damaged products from us. This is not the level of service that we'd expect and we're truly sorry for any inconvenience that this has caused. It also saddens us to hear that you've been getting old veg and we'd like to report both back to our Warehouse team. Could you email us on ocado@ocado.com with www.reviews.co.uk in the subject line?

Posted 8 years ago

“The service is usually very good and if there are problems they are sorted out quickly. Most of the drivers are excellent and very helpful.”

Helpful Report

Posted 8 years ago

“On the whole shopping is easy, website is good, informative, I like the shelf life of items, items are easy to find. Drivers on the whole are very good and helpful, in all the years I have shopped with Ocado, I think we have only had to complain once. Biggest complaint is packaging, invariably our bread is delivered squashed, some bags are filled to capacity, while others are relatively empty. One thing I would like is the opportunity to state if a substitute is acceptable on items if they are not available. Orders have been delivered on time, one was a little late when we had thick snow some years ago, but the driver waited while my husband drove me to the hairdresser which was a short drive away. Drivers delivery is quiet unlike other retailers, you can tell if they are in the street. Refunds and queries are processed without delay, The variety of goods is excellent, the vegetables and salad arrives fresh and most out live the sell by date. On the whole very satisfied, have tried other companies, but do not come up to your standards.”

Helpful Report

Posted 8 years ago

We're so pleased to hear that you've been enjoying the service Diane & it's really great that we've made the weekly shop that much easier for you as this is always our aim. It saddens us to hear that the packing has not been to the highest standard and we need to hang our heads in shame. We'll get your comments passed on to our Warehouse team and fingers crossed you'll see improvements in your future orders.

Posted 8 years ago

“If only the packing were improved it would be "very good".”

Helpful Report

Posted 8 years ago

We're sorry to hear you're not happy with the packing Valerie, this is very disappointing to hear. We are constantly working hard behind the scenes to improve our packing process so it is concerning to hear that you are receiving shopping that is damaged or packed poorly. If you do ever receive any items that are damaged, please do let our Customer Service team know so we can get this reported to our warehouse team and refund any items that aren't in perfect condition. Once again we're really sorry for any inconvenience caused and hope you see a great improvement soon.

Posted 8 years ago

“Ocado was a blessing to me back in 2009 when I broke my ankle. It was so good having all my groceries delivered and the range of goods is amazing so I kept on using Ocado even once my ankle had healed. The website is extremely easy to use - much better than the Waitrose site. The time slot of one hour for deliveries is excellent. The only reason I don't give 5 stars is the packers. Far too often I have had to claim a refund as whoever packed the goods did not take enough care when putting different items into bags. Last week the packer had put two 4 litre containers of milk on top of a pack of 4 peaches - of course the peaches escaped from their packaging and were squashed. I would still recommend Ocado despite this but it would be good if the packers had more training - it can't be good for the company to have to keep giving refunds due to poor packing. It is so convenient that when I am on holiday I can arrange for a delivery to be made the day I return. I would not consider going back to doing my weekly shop in a Supermarket when I have the convenience of Ocado If I could give a score of four and a half I would, just get the packing right and it will definitely be a 5* rating.”

Helpful Report

Posted 8 years ago

We're pleased to hear that we've been a blessing on your weekly shop Carole. However it's really worrying to hear that the packing of your shopping has not met your high standards & for this we're very sorry for this. 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.

Posted 8 years ago

“I have been using Ocado almost since it first started operating. There is always good availability for delivery slots, deliveries are very reliable and they are good at keeping you informed if, on rare, occasions things go wrong. The website is easy to use and it is easy to search for bargains (half-price offers, BOGOF offers etc). The only reason that I have not given 5 stars is that from time to time packing can be rather haphazard with items getting squashed or damaged. That said, I have never had a problem getting refund when this has happened (although, of course, sometime you really don't want a refund you just want the item to arrive as it would if you had packed it yourself!)”

Helpful Report

Posted 8 years ago

Hey Nichola, We're pleased to hear that you are enjoying the service and that we've made your life easier, it does sadden us though that the packing has let us down on occasions and we completely get that you want the items to arrive damage free rather a refund. We'd like to take a further look to see how we can improve in this area of the service and have passed on your comments to our Warehouse team. Fingers crossed that you see improvement to the packing in your your future orders, any problems please email us on ocado@ocado.com with www.reviews.co.uk in the subject line & we'll chase this up for you.

Posted 8 years ago

“Quick and easy to use. Most of the time it delivers a five star service but ,from time to time, the packing of goods leaves a lot to be desired. Potatoes in the same bag as bread, water bottles packed alongside soft fruits, tops of cleaning products not properly secured and leaking. As I say most of the time the service is fine but when it isn't it's annoying.”

Helpful Report

Posted 8 years ago

Hi Linda, thank you for taking the time to leave some feedback for us about our service. We’re pleased that you’ve found we give a five star service, but so sorry that we’ve let ourselves down from time to time with poor packing. Having heavy items like potatoes and water bottles in the same bag as softer items really is a pain, and concerning that your cleaning items haven’t been packed separately and have leaked. We’d love to get this feedback passed on to our Warehouse team for you. If you can email us at ocado@ocado.com with the subject including your name and Reviews.co.uk, we’ll be happy to see what we can do for you. We hope this helps Linda and we look forward to hearing from you soon.

Posted 8 years ago

Many thanks for getting in touch and emailing us Linda, we've now passed your feedback on to our Warehouse team. We hope you'll see an improvement in the packing. If we can help you any further please do let us know. Take care Linda and we hope you continue to enjoy your shopping experience with us!

Posted 8 years ago

“Excellent service. Very good web site. Unfortunately, some products are poor; especially the 'sell buy' dates which are invariably very short.”

Helpful Report

Posted 8 years ago

Hi there Paul, thank you for taking the time to leave a review. We're really pleased you find our service excellent and our website to be very good, but we're sorry to hear that some of the products haven't been up to the standard we expect. We're also sorry to hear you've had some short dates on them, which we can understand how inconvenient this would be for you, especially if you plan your meals in advance. We'd love to be able to help and look into this further for you Paul. If you can email us at ocado@ocado.com with your name and Reviews.co.uk included in the subject, we'll be able to get this feedback passed on for you. We're looking forward to hearing from you Paul and we hope you've been having a lovely day!

Posted 8 years ago

“I find the ordering process very simple and it is possible to make as many changes as you need up to the cut off point. I do my shopping from the passenger seat in the car or in the bath! Brilliant. The food is generally of a very high standard. The drivers are always polite and friendly. If there are ever any items you are not happy with you can return them at the point of delivery or request a refund online. It saves so much time and in-store 'wandering eye' purchases. You can even get last minute birthday gifts.......what's not to like?!”

Helpful Report

Posted 8 years ago

“Very good service my reason for 4 stars is that on a couple of occasions my order was short 1 whole bag of frozen was missing on delivery yes I got a refund but had to do a twenty mile round trip to get the missing items . Also on three occasions I have ordered eggs and at least two in each pack have been broken had it not been for these gripes ocado would have had 5 stars”

Helpful Report

Posted 8 years ago

Hi Nicola, it's great to hear you like the service although it's disappointing to hear that you had so many frozen items missing, especially that you had to go so far out of your way to replace them. We can understand how this must have been extremely inconvenient and disappointing. We're also sorry to hear that you have had damaged eggs on so many occasions, we hope that you have contacted us regarding this and had a refund processed, if not please email us at ocado@ocado.com and we can look into this and get it reported to our Warehouse team. Once again our apologies for any inconvenience caused and we hope that you continue to enjoy shopping with us.

Posted 8 years ago

Ocado is rated 4.1 based on 2,608 reviews