Name: Ocado
Address: 3 Bishop Square, Hatfield
Rating: 4.04

“Vegetables from china, costumer service ridiculous,everything overpriced.”

Posted 5 years ago

“Be aware of this fraudulent company.I just placed an order which was never delivered and the money was taken from my account.Called customer service, was told the driver been here and there was no one in home when i been waiting for them all time,they probably just went to another address and i had to pay for that.”

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Posted 5 years ago

“Ocado's Customer care and service are appalling. On our first delivery the Ocado van hit the back end of our car slicing through the bumper assembly and grazing the wheelarch (we were the only car in the street). We decided to use our own insurance company instead of Sopp-Sopp which is the Ocado insurers as it was more convenient for us and I was not happy with the repairers they were going to use. Well I thought that being a new customer they would maybe send us a voucher as a goodwill gesture. Thought wrong not even a free tin of baked beans. If you value your motor vehicle and its parked outside your house try another delivery firm. We have in the past used Morrisons and Sainsbury's and have never had any issues. Drivers are polite, courteous, helpful and above all "professional". We were lured into shopping with Ocado due to a flyer being posted through our letterbox. We haven't received similar items from Morrisons, Sainsbury's, Tesco or Asda. There is a message there. None of the big four need to tout for business like the local kebab shop.”

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Posted 5 years ago

“I paid for groceries on 9/12/19. Groceries were delivered and I saw the payment in my credit card app. 3 days ago I see an email saying the payment had not been taken due to issue with MasterCard and they would now take payment. This took me over limit on my credit card. Called, emailed and spoke to manager, Ocado do not care at all that this will affect my credit file. All I wanted was to pay them with another card and for them to reimburse the payment. Computer says no, speak to MasterCard. Worst customer service possible, if I receive an over limit charge or marker on my file I will be making a formal complaint. Avoid this company, customers do not matter.”

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Posted 5 years ago

“You’re just awful plan and simple! The fact I was told they could not deliver 15 minuets before the delivery time is just a joke. I will never use yourselves again! That’s a promise”

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Posted 5 years ago

“Exceptionally poor service. Misleading promotions with terms and conditions hidden at the bottom, they forgot to take payment so the bank blocked my husband's card - good job he had another on him. They just argued the whole time on both points. The driver doesn't come when they are supposed to either. I will just use Sainsburys or Waitrose.”

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Posted 5 years ago

“Disappointingly very poor customer service. Did not deliver groceries and yet still took money from my bank account and even sent message to my online account that it had delivered that day! When I sent email to customer services to say that I had not in fact received any delivery, they said it would be looked into, but never heard back from them. Waited for 1 week and wrote back to them to complain - they said they would refund the money that was taken from my bank, which took nearly another week to reach my account. Would not recommend using this service again.”

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Posted 5 years ago

“We've used Ocado for our weekly shop for years but won't be doing that ever again after learning of their plans to build a distribution depot right next door to local primary school and park. They even tried to sneak planning application through over Christmas when they thought nobody was looking. "Our goal is to become the UK's most environmentally-friendly supermarket". Yeah right. Don't believe their green-washing nonsense.”

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Posted 5 years ago

“I booked a slot for today between 8.30pm to 9.30pm. I received an email around 8.40pm to tell me that the driver was not able to deliver me. It's the second time in 1 month I have the same problem. I was home, the driver did not ring on the belt, not call me and probably not come!! When I call the customer services 5 minutes later I received the email, the first person tell me that the driver already back and will be not able to back in my place ..... wouahhhh I understand now I did not received it ...it's raining today and the driver back home early waouhhhh! She ask me if the driver call me and if my door is black ...as I tell her my he not called me and if he see a black door it's because he probably never come in my place ...any way The only solution she suggest me have the delivery tomorrow between 9 and 12 in the morning and was surprise when I said ...no I'm working at this time... I ask to speak for the manager, the manager confirm to me that the driver already back ...great to know that because it was 9pm ...so 30 min before the end of my slot ...I guess the driver back early because it was raining))) Any way ... It's the second time for 1 month ...the delivery service is more and more bad and the manager of the customer service tell me that I don't need to write a coment about that in the social media because he also the manager for the social media of ocado wouahhh that great for customers paid for servuces they do not have.... wouahhhh..any way ...I would like don't give star but the minimum is 1 star ...”

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Posted 5 years ago

“Half my delivery didn’t arrive after a rude man threw bags in my back door. Customer service offfered 3 hour slot for redelivery next day & £20 off next shop. Never shop with this company again as no compensation for all the inconvenience & stress from their mistakes.”

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Posted 5 years ago

“I have been let down and messed around too many times by Ocado to continue using their service. Food has turned up a full two days late on occasion and today the driver phoned to say he has my food but has finished his shift so he's taking it back to the depot. I had to call customer service who couldn't do anything for me. I have people coming for dinner today and tomorrow and I had taken an hour off lunch to receive the delivery. It is beyond inconvenient and incompetent.”

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Posted 5 years ago

“I booked my Christmas slot when they were first released. I made an order which I edited twice this week. I checked out (definitely!) but had an email saying a needed to check out. As soon as I received that email I went back and checked out but Ocado are delivering my original Christmas order. Our circumstances have changed since I made the first order which is why I edited it this week. Customer services were unable to help and suggested I just send back what I don't need. But this still leaves me with the problem that I now have 2 days before Christmas in which to do my Christmas shopping. There seems to be a problem with the online processing here. What's worse, is that if Ocado are delivering my original order which they have had for weeks and weeks, how come there are substitutes carrots (at nearly double the price) and apparently they don't have any butter at all as that was just missing, not substituted. I'm so annoyed about this. I carefully planned all my Christmas shopping fully expecting that after the delivery of my order this evening I would be 100% finished for Christmas. Instead, I have been out to the supermarket where there is no parking left, and the shelves are emptying pretty fast. To be fair to Ocado they have refunded the difference in the carrots I ordered and the ones I have been allocated. But still no sunstitution for the butter? I have lost faith in Ocado now, and I don't find them reliable as I once did. I asked for my smart pass to be cancelled and told Customer Services I'll be reverting back to Tesco. As a gesture of goodwill (?) they sent me a five pound voucher off my next shop with Ocado. Cheeky? Or just plain rude? Anyway, it makes me think they won't miss my custom. I have the unenviable job later, of sifting through all the bags of shopping on the doorstep, from Ocado returning all the things that were not supposed to be delivered to me.”

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Posted 5 years ago

“Never used ocado but that doesn't stop them knocking on your door at stupid times on a Sunday morning, despite him driving into a signed residential street, he's not even delivering to.”

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Posted 5 years ago

“I do not get how you are a delivery service and I Can not get my delivery on time !! This is the fourth attempt at getting my order delivered from Ocado . They keep cancelling my order and blaming it on “roadworks”. I have had to now order from Tesco and they got to my apartment just fine and on time! DO NOT ORDER FROM THEM , they will waste your time . I will happily order from Tesco from now on as it’s cheaper and they actually deliver !”

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Posted 5 years ago

“Absolutely the worst service possible. I have booked me delivery for Friday morning between 6:30-7:30am. The driver called me saying he is in front of my door. I went to open the door, but the driver wasn’t there, so obviously he got into a wrong address. After contacting ocado customer service, who was extremely arrogant and unhelpful, they have tried to contact the driver but he was nowhere near my address, so he couldn’t deliver for the agreed slot. We have agreed on the evening delivery between 6-9pm, that’s the slot they have offered me. Guess what???ocado didn’t bother to turn up....so they have cancelled my order. Very disappointing experience!”

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Posted 5 years ago

“Absolutely the worst service possible. I have booked me delivery for Friday morning between 6:30-7:30am. The driver called me saying he is in front of my door. I went to open the door, but the driver wasn’t there, so obviously he got into a wrong address. After contacting ocado customer service, who was extremely arrogant and unhelpful, they have tried to contact the driver but he was nowhere near my address, so he couldn’t deliver for the agreed slot. We have agreed on the evening delivery between 6-9pm, that’s the slot they have offered me. Guess what???ocado didn’t bother to turn up....so they have cancelled my order. Very disappointing experience!”

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Posted 5 years ago

“My order was cancelled at the last minute with no explanation. I then reordered for another day. During my slot had a missed call and called back but no answer. The driver cancelled my order and I have now been charged £80 for perishables. I called customer services and they have advised that it’s too bad!”

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Posted 5 years ago

“Terrible Service! Ordered for the first time. On arrival the driver informed us all of our fridge items have not been put on the van. Driver did not apologise and just shrugged his shoulders and said he would have to refund us the items not there, about a quarter of our entire order. I said that wasn't good enough because we needed these items. Told the driver i would make a complaint, to which he responded 'do what you like' and walked off whilst still talking to him. Driver was rude and confrontational. Will now have to go shopping to buy all the missing items from someone else. Completely defeats the point of having our shopping delivered in first place. Will not be using ever again!”

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Posted 5 years ago

“My shopping was supposed to arrive from 7.30 to 8.30pm, now it's 10.10pm and I'm still waiting. Hopefully nothing will defrost in the meantime, during transport. I won't use ocado anymore.”

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Posted 5 years ago

“This is more about the way your drivers drive I have just been followed some 3 or 4miles and the driver was nearly in my boot most of Time when he did hang back he would then come flying up behind me very intimidating”

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Posted 5 years ago

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

Ocado Reviews