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

“Good website but fruit wasn't very nice. Especially the ripen at home pears. Tasteless even once ripened. Much of the fruit lacked flavour. The fish counter however was excellent.”

Helpful Report

(Email_reviewsuk) - Posted 11 years ago

Crikey Adam, we're sadden to hear that the fruit that you have received from us lacked flavour. We take great pride in the produce we offer & so concerning to hear that we've let you down. If you message us at ocado@ocado.com with www.reviews.co.uk in the subject line, we'll take a look.

Posted 11 years ago

“1st class delivery by a competent, helpful and pleasant driver. All items as ordered and with very many offers and bargains. All in all, could not be better.”

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(Email_reviewsuk) - Posted 11 years ago

“Everything went perfectly - nothng to improve”

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(Email_ocado) - Posted 11 years ago

“Very positive experience as a new shopper with Ocado. Website ordering process was easy, as was setting up my account, and the range of products is as good as I have had from any other supermarket. Deliveries have all been on time and with warning of any missing items. Returning items has been very simple - just handing them back. Ditto bag recycling. Communication has been well above the standard of other supermarkets I've used - informative and clear. The delivery driver has always been friendly, helpful, and able to answer any questions I have. My only negatives would be that the checkout process could be more streamlined (three pages of offers and deals to click through is, I guess, good for Ocado but less good for me when I do multiple edits of my shopping list) and the same comment as made to every other supermarket - it would be GREAT to be able to put in a regular standing order which repeated automatically every week (or, better, alternating bi-weekly orders or rotating four week cycles of orders!), as opposed to having to do manual re-orders. In general, I am very happy with Ocado's service and will continue to use them as my regular order.”

Helpful Report

(Email_ocado) - Posted 11 years ago

Aww, we're delighted to hear that you've had such a positive experience as new shopper. We'd be more than happy to pass on your comments regarding the checkout process on the website.

Posted 11 years ago

“I have always had a good opinion of Waitrose and a good impression of Ocado. I normally shop at the grocery store and occasionally order online from Tesco or Sainsburys. However, with my Ocado delivery, I found that the items went bad a lot quicker than my usual experience. I admit that I did not pay attention to the expiry dates, purely because my normal grocery shopping items are ok for 5 days, and I consume everything within that timeframe. But with this delivery I found that at the end of the week things had gone bad and I had to throw them away, which was disappointing. I now realise as I'm not personally picking the items I have no control over the expiry dates, online shopping at Ocado may not be for me (even though I don't recall having this issue with the other stores, but could be coincidence that all the items managed to last at least 5 days)”

Helpful Report

(Email_reviewsuk) - Posted 11 years ago

Oh Heavens, Su, it saddens us to hear about Ocado expereince, This is not the service that we pride ourselves on. could email ocado@ocado.com with www.reviews.co.uk in the subject line & we'd be more than happy to take a look further & aslo pass on your comments. We'd love to show you the service that we pride ourselves on.

Posted 11 years ago

“Everything fresh, good selection of Gluten Free products. Good service from delivery drivers.”

Helpful Report

(Email_ocado) - Posted 11 years ago

“Always on time. Friendly helpful delivery drivers. Great quality”

Helpful Report

(Email_reviewsuk) - Posted 11 years ago

“First order for single item (Tomee Teepee Perfect Prep) got cancelled less than 12 hours before scheduled delivery as item was found to be out of stock. Had to wait another week for things to be sorted out. For my troubles and time wasted with calls, I got the £10 introduction voucher + £20 compensation so the machine that sells for £120 elsewhere and that was on sale at Ocado.com for £69 ended up costing me just £39 so I'm feeling epic!”

Helpful Report

(Email_reviewsuk) - Posted 11 years ago

Gosh William, we're sorry to hear about the experience with the Tomee Teepee Perfect Prep machine. We're pleased to hear that our lovely Customer Service team were able to help get this sorted for you.

Posted 11 years ago

“Delivery driver was very pleasant and helpful. We will certainly buy from Ocado again.”

Helpful Report

(Email_reviewsuk) - Posted 11 years ago

“It's a pleasant online shopping experience. Very easy to use compared to the others!”

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(Email_ocado) - Posted 11 years ago

“The experience has been very good so far, especially recent delivery driver was so nice and friendly named Stuart. We continue to use ocado.”

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(Email_reviewsuk) - Posted 11 years ago

“Not been with them long but so far they have been prompt and correct with the order. Got some good offers on stuff we usually buy. Lots of offers near to checkout but not type we are tempted by. Got butcher to send out cut steak, very pleased with choice. All veg been in good condition too. Very happy with them”

Helpful Report

(Email_reviewsuk) - Posted 11 years ago

“I have shopped with my previous supermarket for 36 years and have been very dissatisfied with several things for the last couple of years. I thought about giving you a try but was worried about costs, having used you I needn't have been concerned also quality far exceeded my expectations. Well done Ocado.”

Helpful Report

(Email_ocado) - Posted 11 years ago

“My delivery was 4 hours late with no apology and confusing communication from both Ocado and the driver. An baby item I was in need of was out of stock upon delivery despite showing available when I placed the order the evening before. I had high hopes but felt completely let down with my first experience of shopping with Ocado. Such a shame...”

Helpful Report

(Email_reviewsuk) - Posted 11 years ago

That sounds like a really poor experience Lisa, we're really sorry about that. We'd really like to help out if we can, please email us at ocado@ocado.com. Just put Reviews.co.uk in the subject and we'll get back to you asap.

Posted 11 years ago

“Very easy online ordering system, very kind and helpful delivery man, good quality products, but I ordered a few loafs of bread from Gail, different ones, and not one of them was available. Given that I passed my order more than a day in advance I do not understand why they cannot manage their stocks better and have them available, or at the very least notify the buyer when they pass the order that they will not be able to deliver some specific items. They notified me in advance about one of the loafs but I discovered on the moment about the others, so was left with no bread for the evening and breakfast (the replacement items they suggested were nowhere near the quality of Gail's bread...)”

Helpful Report

(Email_reviewsuk) - Posted 11 years ago

We're really sorry to hear that Delphine. Unfortunately, we’re occasionally let down by our suppliers or are unable to access items in our computerised warehouse. We'd like to assure you this is quite rare and we're working hard with our suppliers to improve the service we offer. If you have any more questions please email us at ocado@ocado.com. Just pop Reviews.co.uk in the subject please.

Posted 11 years ago

“I wasn't happy that ocado cancelled my order an hour before the due time. I called customer service and the man I spoke to was very helpful and rearranged another time for me. My new delivery slot was for the next morning 8.30 -9,30 but the driver called to say he would be there more towards 9.30 but then turned up at 10.10.”

Helpful Report

(Email_ocado) - Posted 11 years ago

We're really sorry to hear about the problems Mel, glad to hear our customer services team were able to help though. We hope you let us know about the late delivery too, if not, please email us at ocado@ocado.com and we'll do our best to help. Just pop Reviews.co.uk in the subject please.

Posted 11 years ago

“My overall experience was good: my order was dealt with quickly and competently, and the delivery came on the day and time expected. The driver was helpful and friendly. There is however something which was not quite OK and is important: The HANDLING of the products must have been rough or careless, because two items had suffered: the clear plastic box containing some vegetables had lost its lid, and a carton of paté had also lost its lid, and this could raise a concern about hygiene. Yours sincerely, E. Bartlett”

Helpful Report

(Email_reviewsuk) - Posted 11 years ago

That's not good Evelyne, we're really sorry to hear that. Having one product damaged is not acceptable so two is really disappointing. If you haven't contacted us already, please email ocado@ocado.com, just pop Reviews.co.uk in the subject and we'll get back to you pronto.

Posted 11 years ago

Thanks very much for contacting us directly, we do hope we have now resolved this issue, if there is anything further we can help with, please don't hesitate to get in touch with us again.

Posted 11 years ago

“excellent service and friendly delivery...”

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(Email_ocado) - Posted 11 years ago

“Would have appreciated longer sell by dates”

Helpful Report

(Email_ocado) - Posted 11 years ago

We're sorry to hear that Beverly, we do provide a life guarantee on the site so you can see the potential use by dates of your products before ordering. You can find this on the product description pages by the price. Hope this helps.

Posted 11 years ago

“Quick and easy to order. Delivery on time. The delivery driver provided an excellent service - polite, helpful and explained everything as necessary.”

Helpful Report

(Email_reviewsuk) - Posted 11 years ago

Ocado is rated 4.0 based on 2,667 reviews