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

“The simplest way I know of getting my weekly shop. Substitutions are rare as are not being able to provide what I wanted. Van drivers ALWAYS courteous, smiling (despite the traffic!!) and helpful. Can't recommend it too highly.”

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Posted 10 years ago

“OCADO are very reliable and punctual. There are rarely any substitutions and all fresh products come with a good use by date. Prices are competitive and the customer service excellent.”

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Posted 10 years ago

“Delivery is great - always on time with very friendly and helpful drivers. Choice of products/offers is also great; as is the website, which is quick and easy to use. I find it good value too - I don't find it any more /less expensive than other supermarkets generally. However, the 'normal' rating is because I haven't seen much improvement in the dreadful packing, despite constant reassurances. Tins are dented, fresh fruit and veg are just thrown into the bags and heavy items are still often put on top of delicate ones. Raw meat / fish is also still included in same bag as fresh fruit and veg. Again, despite the reassurances that the packaging won't leak, I wouldn't expect anyone to really want raw chicken to put be upside down on to fruit. Because of the above, I am now much more careful about what I order from Ocado. If changes did actually happen then I would definitely buy everything from Ocado, but until these issues are addressed (and I know of other people who feel the same), then Ocado run the risk of shoppers returning to the supermarket and packing themselves. I am always really embarrassed when I am told by Customer Service that the packers for me will get more training. I wonder whether Ocado management have looked at what is being expected of your workers in the time given? Such a shame as it ALL could be so much better so you do actually fulfil that promise you claim you want for customers - great customer satisfaction.”

Helpful Report

Posted 10 years ago

Hi Elizabeth, Thanks for taking the time to review us. It's a shame to hear that the packing of your orders has not been up to a good standard. We do have regular meetings with our suppliers and warehouse managers regarding our packing processes, and we are always looking into ways on improving on the packing of orders. With regards to the packing of meat with other items, we have investigated the heat-sealing process for raw meat and fish products, and have found that it has been extensively developed, improving the safety and resilience of the packaging. We are now confident that it provides an acceptable barrier from other foodstuffs, and therefore we can safely pack these products within the same carrier bag as ready-to-eat products. Should the packaging of any product be punctured or compromised in any way, please contact us so we can investigate the issue. We will however pass on your comments and feedback regarding this. Once again our apologies for any inconvenience caused and we do hope that you continue to enjoy shopping with us.

Posted 10 years ago

“Delivery always ontime with very courteous, helpful staff. Good choice of items from an easy to use site.”

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Posted 10 years ago

“Reliable, efficient, helpful and friendly. Fried, freezer, cupboard packed in separate colour coded bags.”

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Posted 10 years ago

“Ocado is excellent. They are reliable, very very rarely offer substitutions, offer a whole range of foods, a good choice or organic produce and meats, foreign food, lots of excellent French cheeses, Waitrose range and very good own label, have lots of special deals, promise to price match Tesco and they do. They are more often than not early in their delivery (but check with you first) , offer a range of delivery costs or you can take their excellent delivery pass, well worth it. They never ever quibble if you ever have a query and look very seriously and promptly into it. That happened about twice to me in the last 10 years (not bad!) and they refunded the slightly squashed fruit instantly both times and looked into the packer. I am very very pleased with their services. Need I say they are courteous, from office staff to the driver. A pleasure to deal with them at any time. Only minus is the Christmas delivery slot. You have to start EARLY if you want one. I had to go directly to Waitrose this time for delivery. Same stuff!”

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Posted 10 years ago

“Generally a good service, easy ordering with a good range of items, delivery on time, polite drivers. Annoying when items are shown as in stock, but not available on delivery with only occasionally a sensible substitution!”

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Posted 10 years ago

“The web site is easy to navigate and there are always plenty of special offers. The choice of products is excellent including mainly waitrose, ocado brands and main brands. It is also simple to add or delete itens from your order once it is placed and to amend your delivery date if you need to. However, what stands out for me is the excellent customer services department. In my experience, I have felt really valued as a customer.”

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Posted 10 years ago

“Overall pretty pleased, can still be pricey and they sometimes remove popular lines. Good quality fresh products, as if you pick them yourself. Quick to deal with problems. The best delivery, to the 'kitchen' itself. Would recommend.”

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Posted 10 years ago

“Excellent service. The deliveries arrive on time and there are virtually no substitutes or non- delivered items. The drivers are polite and friendly. The range of items that Ocado offer is amazing and samples and free gifts are often included.”

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Posted 10 years ago

“A very good service generally with only the packing letting it down. I often find products batttered & damaged by being in bags with heavier goods. But, refunds are efficiently dealt with...just annoying to have to replace stuff.”

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Posted 10 years ago

“always punctual. rarely make mistakes or are unable to supply goods.”

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Posted 10 years ago

“Love love love this service! Would not use any other supermarket online plus they sell Waitrose :-)”

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Posted 10 years ago

“Vast choice of foods and other products; competitive pricing; excellent website; orders delivered on time by friendly and helpful drivers - what more could you ask for? I would recommend Ocado to everyone.”

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Posted 10 years ago

“A very good way to do my shopping. Easy to order online, and always delivered in the one hour slot I have requested by hard working but polite drivers. The goods are placed on the kitchen table so what more can you ask for? Long live Ocado!”

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Posted 10 years ago

“Always a good choice of products, 1 hour time slots, great offers. No longer using Tesco. If a product out of stock, a SUITABLE alternative offered. Only problem is that you can easily lose your delivery slot if you don't shop quickly enough!”

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Posted 10 years ago

“I value as many fairtrade items as possible. I have been asking for fairtrade marmalade for some time. I sometimes think the packers need a bit more training. The delivery people are excellent. It may be that the packers have to be very very quick though. I don't want to be too critical.”

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Posted 10 years ago

“Im very pleased with Ocado, I have been a customer for a long time. Im getting older and get muddled but they don't hold that against me. Packing is better, still some broken eggs but not as bad as before. Delivery drivers are very nice and helpful and always phone if there is a problem. It saves me driving a distance to my local Waitrose. My only negative comment is I have asked if they can stock some items I can only get from Waitrose but so far I have been ignored.”

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Posted 10 years ago

“Excellent service .”

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Posted 10 years ago

“I have been a customer of Ocado forever. They are always reliable, always punctual and always professional and cheerful. My order is invariably complete, no infuriating substitutions or omissions. Their texts and order confirmations are timely and useful. I just cannot imagine supermarket shopping or going elsewhere when Ocado offer such a competitive, convenient service with a smile. Exemplary.”

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Posted 10 years ago

Ocado is rated 4.0 based on 2,653 reviews