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

“Reliable. User friendly website - so easy to order and add/subtract items 'on the go'. Lots of delivery slots to choose from! Great value products, fantastic variety and especially good offers. Competitive pricing. Why would I set foot in a supermarket?!”

Helpful Report

Posted 10 years ago

“Great service. Food is always fresh and with long shelf life. Delivery always prompt. Drivers courteous and efficient.”

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Posted 10 years ago

“The quality of food is good. I have only had a few minor issues with food/deliveries over hundreds of deliveries. The delivery staff are exceptional and a testament to those that train them.”

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Posted 10 years ago

“Generally good but food is regularly squashed - eg tins with bananas and the drivers sometimes don't read the delivery instructions”

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Posted 10 years ago

We are very sorry to hear that you regularly receive squashed food Hannah, please do always contact us should this happen, as we are able to look into who packed your order and how this can be improved. Please do also contact us should you ever have trouble with our drivers and we can offer further training where applicable, our apologies again for any disappointment and we thank you for your review.

Posted 10 years ago

“I have no complaints about my Ocado service. I've been using them for years. What I love: 1. Produce is always well within sell-by dates, because they don't come off a supermarket shelf. 2. Deliveries come when they say they will. On the rare occasions they're late, or even early, they ring you. Texts and emails warn in advance of any missing or substituted items. 3. Yes, Items are missing sometimes, but then if you go to the supermarket, they are often missing a vital ingredient you went to get too. It's life. Get over it! Plus you are warned in advance, so you can make arrangements to get whatever it is yourself. 4. Delivery drivers are always so helpful and cheery. Never met a glum one yet! 5. Produce is always good quality. Very rarely something is damaged, or not up to standard. Refund requests are dealt with super fast and efficiently, no questions. Occasionally I've had a missing item, which I didn't know about, just a mistake, just like when you go yourself to the shops and forget to buy something. I've always been believed, and the cost refunded. Customer service is excellent in my experience.”

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Posted 10 years ago

“Normally service arrives on time with no issues or alerts given if running late. Happy to continue to use !”

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Posted 10 years ago

“Excellent service. Great delivery options and helpful, polite drivers. Offers have reduced in value recently but otherwise, I'm very happy”

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Posted 10 years ago

“reliable, price competitive, wide range of goods, friendly drivers, convenient deliveries”

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Posted 10 years ago

“Ocado have made my life easier and cheaper. There aren't many companies you can say that about! Love them.”

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Posted 10 years ago

“What would I do without you Ocado? I have loved shopping with you for at least the last 10 years and I'm not sure how I could live without you, the service is fantastic, the selection is brilliant and I thank my lucky stars that you exist!”

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Posted 10 years ago

“Great products, well priced excellent service”

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Posted 10 years ago

“Good choice of products. Drivers polite and helpful and always arrive within timeslot. Substitutions are pointed out and checked if wiling to accept.”

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Posted 10 years ago

“I have been ordering from Ocado since the service first began. I find the website easy to navigate, the one hour time slot ideal (and to receive a personal phone call should the driver be delayed most helpful so we can decide what best to do). The website always offers similar products at a reduced rate should I prefer to save money and identifies products that I usually buy when on sale. I find that the order is accurate and the produce is always of good quality. If I ever receive a product that is not up to standard, I receive a refund without any problem. I would never go back to shopping in store and have never had any reason to consider any other website!”

Helpful Report

Posted 10 years ago

“Excellent product breadth and unfaltering customer service. The only thing I miss is the opportunity to add items nearer to the delivery time. For example if I have booked a 6 pm delivery it would be very helpful to be allowed to add items to the order at least up to around 10 am on that day.”

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Posted 10 years ago

“Always on time, despite the reputation cheaper than competition and always better quality. Shopped with them for 9 years and wouldn't bother trying others any more. Used to keep giving other supermarkets a try but the awful substitutions and poor quality plus the rudeness of the delivery people put me off. In all the time I have used Ocado I have never had anything but exceptionally helpful, friendly delivery staff. Lots of good offers and its easy to keep your eye on the budget once you build up a list of favourites. Always loads of healthy foods on offer, not just the junk you get in some shops. I think Ocado is brilliant.”

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Posted 10 years ago

“In our experience by far the best service of this kind. Courteous drivers, rarely any product substitutions and a good service all round”

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Posted 10 years ago

“The drivers are nice and friendly and provide a reliable delivery service. Lately, although I have not requested a refund my okra has been delivered and are either mouldy on arrival or by the time I need to use them which is very disappointing. The rest of my veg regularly ordered is also hit and miss. My meat on occasion has not been as fresh and I have at least twice has to dispose of my lamb cutlets. I have purchased oxtail from Canary Wharf Waitrose and it would be good to be able to order online anything I can buy in the shop. My overall view is that Ocado are good and I would recommend them but they could be better.”

Helpful Report

Posted 10 years ago

Many thanks for your review Michelle, it is a real shame to hear you have been let down by some of your fresh produce recently and we sincerely apologise for any disappointment this has caused, if you could contact us should this ever happen again, we can obtain more of the product information and look to get this passed on for further quality control checks. With regard to some Waitrose products, where we do offer an extensive range, we do not currently hold all Waitrose items, that being said, there is a product request function at the bottom of every page on our website, should you ever wish to see an item we do not sell, please fill this out and it will be sent directly to our Trading department. We hope this has been helpful and thank you again for your review.

Posted 10 years ago

“I would be lost without Ocado, I don't know how I would have coped with small children and a busy job if it were not for online grocery shopping. I have tried all the main supermarkets over the years and Ocado wins hands down, there is quite simply no comparison for service, reliability, choice, quality and flexibility.”

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Posted 10 years ago

“Been using Ocado for over 10 years. Great range of quality groceries and other ranews eg pets and homewares. Lots of international brands and products and their own brand range is usually excellent. The delivery service is brilliant, one hour slots usually with good next day availability. Really helpful customer service and policies too.”

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Posted 10 years ago

“All items arrived undamaged - but because of whatever delay there was at the warehouse I had to make arrangements to stay home to receive a late delivery.”

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Posted 10 years ago

Ocado is rated 4.0 based on 2,658 reviews