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

“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!”

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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!”

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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.”

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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!”

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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.”

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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”

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Posted 10 years ago

“Almost all great delivery people. When there is a problem with an item it is always refunded, no problem.”

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Posted 10 years ago

“I love Ocado..Reliable quality products delivered to my door.”

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Posted 10 years ago

“I love Ocado! Have been a customer for many years, and so glad to find that they delivered to Derby, when I moved here from London 4 years ago. ???? ( especially as the nearest Waitrose is over 10 miles away). Excellent customer service, drivers always deliver within allocated time slot and on the very rare occasion that they are running late will always contact you. Love the products, especially the 'essential' range which is great value for money, and the bundle offers. Only area that needs to improve is the packing - a bit inconsistent, items are sometimes damaged or badly packed, but always refunded if there is a problem.”

Helpful Report

Posted 10 years ago

Hi Susan, we're very pleased you're loving the service and that you're still shopping with us after your move from London. It makes us very happy to hear that we help make life that little bit easier and saving you from a trip to a bust supermarket miles away! We are very sorry to hear that you've received your shopping in a poor condition. We are working hard to improve this area of our service so it is sad that you are still receiving your shopping packed in this way. We take all feedback we receive very seriously and have monthly meeting held with the warehouse teams and managers of the Customer Service team to pass on customer's feedback and to create improvements to resolve the issues advised by customers. We are working very hard behind the scenes to improve on this area and we really hope you see a great change soon. Please do contact us if ever you would like to pass on feedback or request a refund as this is how we grow and improve as a company!

Posted 10 years ago

“I have been a regular Ocado customer for a few years. Ocado is great! Reliable, trust worthy and value their customers. I trust that they will deliver what I order, and deliver it at the right time and in good condition. I would give five stars if the prices were slightly lower.”

Helpful Report

Posted 10 years ago

Hi there Cathy, we're very pleased to hear that you are happy with the service you receive from us. We are very pleased to hear that you think we are great and reliable. We work very hard to help make our customer's lives easier and so it puts a smile on our faces knowing you are so happy with the service we provide. We are sorry to hear that you're not happy with the prices of our products. We are very competitive with our pricing and try to give our customers the best deals as possible. We do have a Low Price Promise scheme which matches your shop with Tesco and if your order at Ocado comes to more than it would at Tesco online, you will issue you a voucher plus 1p. We also offer 10% discount on various big brand names if you sign up to a Smart Pass with us. We will of course pass on your comments regarding this and hope you find some great bargains!

Posted 10 years ago

“Reliable service with communication though if the delivery may be late ,or early! Easy to use website (I do it all on the mobile app). Refunds processed promptly and fairly , a system working on trust can be open to abuse - this hasn't led to suspicion from the refund team thankfully. Polite and amiable drivers who are helpful but not too over friendly . Price match seems fair, but there's no reward scheme-loyalty isn't appreciated obviously... Overall I'm pleased and will use as long as the device stays this good.”

Helpful Report

Posted 10 years ago

Hi Elizabeth, It's great to hear that you are enjoying the service, and that your drivers are always polite and friendly. However, we're sorry to hear that you feel loyalty isn't appreciated, as we can assure you that we do. If you have the marketing box ticked in your account settings, our marketing team do regularly send some great vouchers via email. We also have some great giveaways & bundles on our Facebook &Twitter pages too. We hope that this helps and that you can take advantage of some great offers soon.

Posted 10 years ago

Ocado is rated 4.0 based on 2,653 reviews