Ocado Reviews

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

4.0 Rating 2,658 Reviews

77 %

of reviewers recommend Ocado

Company Reviews

Questions

Metrics

4.0

Based on 2,658 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

“Great time slots, quality better than supermarkets, fantastic diverse range, customer service and drivers beat all supermarkets including Waitrose hands-down.”

Helpful Report

Posted 10 years ago

“I love the Ocado app. It doesn't judge me for changing my order twice a day! The hour delivery slots are good. My deliveries are always within the time, never late. All of the drivers are so friendly. Rarely substitutions and I get an email in the morning to tell me if anything is not available. Great deals that don't expire if I change my order.”

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Posted 10 years ago

“Excellent customer care, any problems swiftly and fairly dealt with. Good standard and range of products, I think the butchery needs some improvement particularly the cutting of steaks, the steaks aren't always cut evenly, i.e. not the same depth resulting in uneven cooking. The drivers' are always helpful and will even bring my shopping through to the kitchen if my husband is not around. Packing can sometimes be a problem, e.g. putting heavy good on top of fragile goods. Still the best on-line delivery service!”

Helpful Report

Posted 10 years ago

Thank you for leaving such a lovely review Diane, we're sorry we couldn't quite get that extra star. It's disappointing to hear that our butchers items are letting the team down, this is very worrying and definitely something we'd want to look into. We can also look into the bizarre packing you've been receiving, if you could email us at ocado@ocado.com, with Reviews.co.uk in the subject, we can help.

Posted 10 years ago

“We like Ocado a lot! Most deliveries work really well: on time, with friendly drivers, all items available. There is still sometimes a problem with squashed items, usually when a bag is overfilled, or light and delicate items mixed with heavy items. The quality of goods is usually high, but the pineapples and coriander pots stand out as being really poor (see product reviews) and we would so like to see proper corn (not 20% corn wheat) tortillas. We get the odd grumpy driver but generally receiving our shopping is happy experience!”

Helpful Report

Posted 10 years ago

Hi J, thanks for leaving a review. We're sorry to hear of the issues you've been having, we completely understand how this would detract from the rest of the service. It's worrying to hear about the issues with the packing and even more concerning is the issues you mentioned regarding the quality of the pineapples and coriander pots, this is something we'd really like to look into. We can also look at putting in a product request for the proper corn tortillas you're after. If you can email us at ocado@ocado.com, with Reviews.co.uk in the subject, we'll do our best to help.

Posted 10 years ago

Thanks for sending your email to us J, we've now passed feedback on for you and have put in a product request for the corn tortillas. Keep an eye on the website, we hope we can track these down for you. Do let us know if we can help with anything else J and we hope you have a lovely day!

Posted 10 years ago

“The IT is excellent and the service very good”

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Posted 10 years ago

“Great choice of products fast efficient delivery price matching excellent quality why shop anywhere else. Been shopping with ocado for10 years never been tempted to chance.”

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Posted 10 years ago

“I want the option to not have a paper receipt. I only want on online version.”

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Posted 10 years ago

Hi Eniola, we're very sorry for the disappointment, sadly this isn't an option we have right now but we would be happy to suggest it as an idea for the future. All our paper receipts are currently made using recycled paper but of course your idea is even more friendly to the environment. Hopefully we can make that happen and go even further towards our goal of being as eco-friendly as possible.

Posted 10 years ago

“Excellant service all round staff are extremly polite and helpful.”

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Posted 10 years ago

“Stock is always being substituted or not available. Packers are horrendous always over packing bags and damaging products!”

Helpful Report

Posted 10 years ago

Hi Karen-Anne, thank you for taking the time to leave a review. We're sorry to hear you're not happy with the substitutions you've received recently or the packing of your shopping. We do try hard not to have to substitute items but sadly we cannot always avoid this due to supplier or warehouse issues. We will always let you know in advance of your delivery so you are able to reject these with the driver. We are also concerned to hear about the packing of your shopping, we will of course pass your comments on to our warehouse team to look into. Please feel free to email us at ocado@ocado.com including review.co.uk in the title and your username. We would love to hear further comments regarding this and if you receive any damaged items please do let us know so we can get them refunded for you. Once again, we do really apologise.

Posted 10 years ago

“from 1 to10. 1at bottom 10 excel, Drivers and delivery 9 Call centre 9 Packing 1, When will they be trained that that you do not put heavy items on soft ones and you put ready etc laying flat and not their sides. Transportation may cause some movment but would be less if packed correctly”

Helpful Report

Posted 10 years ago

Hi Colin, thanks for leaving a review. It's great to hear how highly you rate our service teams, not so great is your poor experiences of our packing teams. We're really sorry for the disappointment, heavy items should definitely not be put on top of soft or fragile items, we're very sorry for any damages you've experienced. We'd really like to pass on your feedback to our Warehouse team, if you could email us at ocado@ocado.com, with the subject of Reviews.co.uk in the title, we'll do our best to get that done and help out if we can.

Posted 10 years ago

“Good range of products at competitive prices. Excellent delivery service in one hour slots. No quibble for refunds. Only criticism is sometimes packing not very intelligent!”

Helpful Report

Posted 10 years ago

Hi Caroline, thanks for leaving a review, we're glad to hear you're enjoying the service. It's a little worrying to hear that you've had a poor experience of our packing, we'd really like to look into this further and discuss it with you if you don't mind. If you email us at ocado@ocado.com, with Reviews.co.uk in the subject, we will do our best to help.

Posted 10 years ago

Hi there Caroline, thank you so much for getting in touch with us with your email. We've now been able to pass the feedback on regarding the packing, we do hope that you'll see an improvement very soon. If we can help you any further please do get back in touch with us. We hope you have a fabulous week, take care Caroline!

Posted 10 years ago

“Ocado is an excellent concept. Food always has a long life and rarely are ordered items not available, Vans have always arrived during their one-hour slots. Fresh fish, meat, fruit and vegetables are always of a quality I would have chosen myself (and I am 'picky'). There is an enormous variety of brands from which to choose as well as Ocado own and Waitrose; so, it is really good quality food. Being disabled and unable to go shopping, the ease of ordering on line has been a life-saver. The drivers are always very helpful and bring the bags right in to wherever I choose. The price is always cheaper than Tesco's and there are always many offers. Excellent!”

Helpful Report

Posted 10 years ago

“Overall I love Ocado. Your drivers are 9/10 friendly and polite. And 9/10 I get what I expect. 2 main areas of frustration: 1. Drivers not reading the notes which ask a. not to come into our drive (the vans damage our trees - to be fair this has not happened recently). b. to bring shopping to the BACK door. It is usually the ones who arrive early who end up coming to the front door - I always sense they are rushing to get through their route early and therefore don't stop to read the notes. 2. Poor Packing I have frequently have fruit or other delicate items damaged by packing them in the same bags with heavy items e.g cans, or items that can contaminate e.g. dishwasher powder or washing liquid. It can't be to save bags as I also often get one single item in a bag on its own (which even when recycled seems such a waste). There are a few items I simply don't buy from you now as when cut to order (e.g. meat or fish) I found the weights varied so much - up to 50% over or under which meant either having not enough to go around, or lot of wastage.”

Helpful Report

Posted 10 years ago

We're pleased to hear that you love us overall Caroline, but it's very concerning to hear that there have been some areas that we've not been up to scratch and for this I would like to apologise to personally as this is never our aim to disappoint you in any way. It is worrying to hear about the packing of your shopping as we do try to ensure that all items in your shopping are packed to the highest standards and we'd certainly like to chase this up further with our Warehouse team for you. In regards to the delivery instructions it saddens us to hear that your driver have not been reading the notes that you have added as they should be doing this all the time and we'd certainly like to pass this onto the drivers manager so that further training can be provided. Could you email ocado@ocado.com with www.reviews.co.uk in the subject and we'll get this looked into further for you.

Posted 10 years ago

“Everything is pretty much fantastic - delivery slots are met virtually every time, friendly and helpful drivers, and the food quality is great. Two small comments - whenever I edit my order on the iPad it generally freezes the screen at least once, this only happens when editing and I have no idea why. Also, sometimes the packers do strange things and put heavy things in a bag on top of eg cereal, milk or eggs, leading to crushed cereal, exploded milk and broken eggs. If that could be avoided it would be perfect! Otherwise a great service and it makes life with two small children much easier. Thankyou.”

Helpful Report

Posted 10 years ago

Hi Stuart, we're really sorry to hear that your having issues with the iPad freezing when editing your order, this certainly should not be happening. We're also concerned to hear about the standard of packing you have received recently too. We'd like to look into this further to help resolve this for you. Can you email us at ocado@ocado.com and include 'Reviews.co.uk' plus your user name in the subject? Could you also confirm in the email if this happens on the iPad app and what version of the app you have? Thank you so much and apologies again.

Posted 10 years ago

“Massive range of products from everyday basics to organic and small independent retailers, all at reasonable and fair prices. The delivery drivers are the most friendly and helpful I've come across and substitutions/out of stock items are a rarity. All in all an easy and enjoyable shopping experience.”

Helpful Report

Posted 10 years ago

“Consistently polite, friendly and efficient. Ocado is the best possible delivery service available and I cannot fault it.”

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Posted 10 years ago

“I've shopped with Ocado weekly for, gosh, must be nearly 10 years. On the rare occasion I've had a problem, it has been quickly resolved by your exemplary call centre staff. Your delivery drivers are polite and helpful. I can't rate your service highly enough!”

Helpful Report

Posted 10 years ago

“Good product selection, good prices, great offers. Rarely items not available, any substitutions intelligently thought out. Delivery well organised, nice helpful drivers. Website and mobile app easy to use. Pleasant and efficient Customer Service.”

Helpful Report

Posted 10 years ago

“Very reliable service, good choice of products and consistent quality. Drivers are friendly and pleasant. Good customer service too. Highly recommend. And I'm Ocado customer for over seven years shopping weekly at least. My children don't have "shopping" word in their vocabulary, it is "order with Ocado". Rarely missing items or substitutions, been late twice in 7 years. Few years back we missed a delivery as I went into labour at the time. We called customer services when we got back from hospital just before 23:00 and got delivery first thing next morning. Nice. I like Ocado.”

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Posted 10 years ago

“The Ocado drivers are always amazing and the best in the indi”

Helpful Report

Posted 10 years ago

Ocado is rated 4.0 based on 2,658 reviews