Ocado Reviews

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

4.0 Rating 2,653 Reviews

77 %

of reviewers recommend Ocado

Company Reviews

Questions

Metrics

4.0

Based on 2,653 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 12th 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

“Good choice of products and availability of delivery slots. Reliable delivery times and very rarely do I receive replacements.”

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Posted 10 years ago

“Ocado have always had excellent customer service. The delivery people bring your shopping to wherever you want in the house. The food always has good use by dates as compared to other online groceries. An excellent range of gluten free food.”

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Posted 10 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 10 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 10 years ago

“Ocado have a very easy to use website and a surprisingly wide range of products including kitchen hardware. The vans are almost always within the one hour slot and in the rare event that there is a difficulty they are great at phoning in advance to ket you know. I also find it useful that they let you edit the "trolley" later than with other suppliers I have tried, Excellent service.”

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Posted 10 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 10 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 10 years ago

“Ocado is reliable and the produce is good value, good quality and with a reasonable shelf life. Items are rarely substituted or out of stock. I also like the fact you receive a text before delivery to say if there are any substitutions as it gives you time to decide if you want to keep them or not. Substitutions are usually appropriate ones and not e.g. Smoked salmon for salmon fillet as I have received from another supermarket. Customer service has always been helpful arranging refunds for damaged items. The only complaint I have is that bread and bakery items are sometimes packed with heavy items like bananas or tins and end up squashed. Despite repeated emails this still happens from time to time. On the whole I think Ocado is the best delivery service available.”

Helpful Report

Posted 10 years ago

Hi there Hazel, thank you for your lovely feedback. We're so pleased that you've found our service to be reliable and our produce to be good quality and good value. Even better when you rarely get substitutions, but we are sorry that you've found your bread and bakery items sometimes squashed due to heavier items like bananas and tins. This must be very frustrating indeed, we’d love to see what we can do to help. So we can look into this further for you, please can you email us at ocado@ocado.com with your name and Reviews.co.uk in the subject. We’ll then be able to get this feedback passed on to our Warehouse team for you. We look forward to hearing from you Hazel and we hope this helps!

Posted 10 years ago

“A very efficient Company”

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Posted 10 years ago

“Definitely the best onlne shopping experience I have had. The range and quality of products is excellent and, unlike other retailers, substitutions or unavailable items are extremely rare. The drivers are normally on time and in the occasion when there was a delay I got a call to warn me. Being able to see the shelf life of the products while shopping online is also very useful.”

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Posted 10 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 10 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 10 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 10 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 10 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 10 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?!”

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Posted 10 years ago

“I love Ocado - punctual, efficient, great customer service and competitively priced.”

Helpful Report

Posted 10 years ago

“The service provided by Ocado is excellent and I do not know what i would do without it. The most important thing to me is the quality of the items ordered and, for the most part, it is very good with the exceptional blip, which you then refund when contacted. The only things I suggest as possible improvements are: Sometimes the items are delivered pretty 'wet'. I do not know whether this is condensation in the van or some problem with the refrigeration. Occasionally, the driver will ring the door before he has organised the bags to be brought in. This is a little annoying, as it takes some time and the front door stays open while he gets it all together. If I do want to telephone Ocado, it can take a very long time to get through, as you know. However, I reiterate ... it is a wonderful service and I am certainly a devotee and have been for many years.”

Helpful Report

Posted 10 years ago

Hi Caroline, thanks for taking the time to leave your very kind review for us. We’re so pleased to hear that you are a devotee and feel we provide a wonderful service. We always strive to provide the best service possible for our customers so it means a lot to hear great feedback such as yours. As a way of constantly improving our service, we always listen and value all feedback and suggestions we get from our customers. For example, when you suggested possible improvements to the condition of your shopping and the time our drivers ring your door. It’s concerning that your shopping is sometimes delivered wet. We’d like to assure you that all of our items are always under a temperature controlled environment, to make sure all of your shopping is as fresh as can be. We’d also like to pass feedback on about the time your drivers ring your doorbell, as we understand the annoyance of having your door open for a very long period of time. You certainly wouldn’t want all the heat to leave the house when your shopping is arriving. So we can look into this further for you, please could you email us at ocado@ocado.com, and if you can put in the subject your name and Reviews.co.uk, we’ll be able to see what we can do for you. We hope this helps Caroline, we look forward to hearing from you. We hope you continue to be happy with our service for many more years to come!

Posted 10 years ago

“Brilliant service, excellent quality of food. I don't use any other supermarket.”

Helpful Report

Posted 10 years ago

“I have been using Ocado since the service started (around 15 years ago) and continue to use it weekly or twice weekly. The prices are competitive and its 'search' for items is one of the best I have come across on any website. Refunds are processed quickly if an item is damaged or faulty. My advice would be to sign up for their delivery service, so you pay a monthly charge but get free deliveries according to the package you have signed up for.”

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Posted 10 years ago

“I started to use due to food tasting like food and it does thank goodness”

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Posted 10 years ago

“Reliable, great selection, good value and high quality often simultaneously.”

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Posted 10 years ago

“A very reliable, friendly service. Food always at its best.”

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Posted 10 years ago

“You should increase your offer of organic food in general. This is the only weak point today.”

Helpful Report

Posted 10 years ago

Hi there Arnaud, thanks for sending us a review. We'll be sure to pass on this feedback. Hopefully you'll soon see our organic offer increase soon in the future, as organic produce is extremely popular with our customers.

Posted 10 years ago

“Rarely has substitutions or missing items. Delivery staff far better than anyone else - friendly, positive and professional. Items usually bagged extremely well with good dates on fresh items. Delivery sometimes earlier than should be but this is rarely problematic for me, but might be for other people if you are trying to fit in the precise time. Offers good, flash sales interesting, website fantastic - you know where items are made/come from and a full list of ingredients and nutritional information. This is a major plus for me. The other plus is a range of items that don't appear on other websites. There is more organic food, more local businesses represented and a far higher quality of food than anywhere else. I pay my delivery charge monthly and order whenever I want. I can't rate them highly enough really.”

Helpful Report

Posted 10 years ago

Ocado is rated 4.0 based on 2,653 reviews