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 service. Easy to use website. Items rarely substituted nor missing. Lots of slots for delivery. Would like some more perks for loyal customers, especially in discounts. Prices not always competitive with Waitrose even though many items are price matched to Tesco. The ease of shopping and the range of Eco and Organic products make Ocado a great choice.”

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Posted 10 years ago

“10 out of 10 Never lets us down”

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Posted 10 years ago

“I am very pleased with the service from Ocado. The staff on the telephone are always very helpful. The delivery is always on time and the drivers are extremely helpful and always polite. The only criticism I have is with the packing of my groceries. On many occasions heavy goods are put on top of perishables. I do mention this to the drivers and I have called the office on numerous occasions. When the perishable goods are in perfect condition but squashed by bags of flour or other such heavy goods it is unsatisfactory both for Ocado, by way of eating into profits, also for myself having either to accept something not quite perfect or having to return something I may urgently want. I really hope that this can be rectified. On the whole an excellent company to deal with and I am very pleased the majority of the time.”

Helpful Report

Posted 10 years ago

Hi Susan, we're very pleased to hear you are loving our service, it is great to hear such wonderful feedback and we hope you continue to love it for a very long time. We are disappointed to hear that you have been receiving your shopping in a poor condition. We are working very hard behind the scenes to improve this area of our service and so it is sad to hear that you are still receiving shopping with poor packing. We will be sure to pass this information on to our warehouse team as feedback to help with our changes. We really hope you see a great improvement in the near future. Please don't ever hesitate to contact our Customer Service team if ever you receive damaged items.

Posted 10 years ago

“Quick, professional and always cheerful!”

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Posted 10 years ago

“I use Ocado for all my shopping and have done so for 10 years! Drivers stick to the hour slot, there are minimal substitutions and the quality of fruit and vegetables is great. I particularly like the guidance on expiry dates, which helps my food planning. The price matching gives peace of mind that I'm getting a good price.”

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Posted 10 years ago

“I have tried a large number of food delivery services and Ocado is by far the best. The drivers are extremely professional, 99,9% of the time all the items ordered are available and the items picked (fruit, vegetables, cuts of meat, fish, and other perishables) are always excellent and I would not have picked better if I had been at the supermarket myself. The entire process of ordering and paying is so easy and each time you use the system it becomes faster. Ocado also makes some interesting offers of free products and of course the range and quality of what they make available is excellent.”

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Posted 10 years ago

“We wouldn't use any other online shopping service. We have used Ocado for the past 10 years and have been very happy. Quality and customer service are excellent and the choice of products is also great.”

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Posted 10 years ago

“Always polite, helpful and efficient. I have recommended Ocado to many friends who have been equally pleased. Thank-you.”

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Posted 10 years ago

“I love Ocado ! My only complaint is that the shelf life of what you deliver is much shorter than if you purchase from the waitrose store and in particular items like milk and bread.”

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Posted 10 years ago

Hi Kinvara, thank you for taking the time to leave us feedback, we're so pleased to hear you're loving the service! We are disappointed to hear that you're not happy with the life of the products you receive. We advised a minimum life guarantee on all products on the website which we will always adhere to. By showing this on the site, you will know the minimum life for the products and so will be able to plan meals or food options accordingly. If ever you receive items you are really not happy with or do not meet the guarantee, please do let us know so we can investigate. Please note the days guarantee also includes the day of delivery. Thanks again for your feedback, we will be sure to pass this on to our Supply team for you. Have a great day.

Posted 10 years ago

“Ocado is the definition of efficiency. Simple to use, flexible delivery times , the add to existing order is one of the most useful parts of the website. Good choice of products and rarely any issue with out of stock items.”

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Posted 10 years ago

“The driver John who delivered my order handled the leakage within the order in a professional manner and I had no reason to complain, it was handled extremely well.”

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Posted 10 years ago

“Rating in my opinion is normal - I have received very good service from ocado and recently extremely poor service from ocado. I like to buy waitrose food and ocado offers this conveniently -supposedly. The app is very good however frequently items are out of stock or not delivered despite showing as available at the point of ordering. Fresh meat Is not packaged well for delivery and often arrives damaged / smashed so spoils other items that it probably shouldn't be packed in the same bag as anyway. Fresh meat often has already gone off when opened 1-2 days after being delivered and is well within its use by date. Delivery drivers are good and engage with customer. It would be better if ocado customer services contact customer if delivery is late rather than driver as you contact customer service for an update not the driver and they have no info available - info provided subsequently can be unclear - e.g. I was recently told my order was over an hour delayed by customer services and then the van arrived moments later! It's very frustrating when products arrive damaged or are missing as it means a trip to the local supermarket - surely this defeats the object of ordering online and paying a £10.99 fee every month?”

Helpful Report

Posted 10 years ago

Goodness Hannah, it saddens us to hear about the recent experience that you've had with your Ocado delivery, and for this we're truly sorry for any frustration that we've caused you. It is never our intention to upset you in anyway and it is very concerning to see all the points that you have raised regarding the meat not being packaged properly and out of stock products not being delivered after adding them to your order. We'd like to take a further look into this for you so please could you email Ocado@ocado.com with www.reviews.co.uk in the subject.

Posted 10 years ago

“An excellent website which makes shopping much easier than it is using competitor's websites. It offers much better filtering of products. Ocado generally has good offers available. It is good to know that brands are price matched with Tescos. I do feel that fruit and vegetables are a bit more expensive than at other supermarkets. Deliveries are on time and drivers are polite and friendly. Rarely is anything missing or substituted. My one gripe with Ocado is that the packing is frequently very poor meaning that eggs and fruit are often damaged but sometimes other packaging is split causing the rest of the shopping in that bag to need washing. On the whole, well done Ocado!”

Helpful Report

Posted 10 years ago

Hey Sally. We're always looking to make the weekly shopping easier and we're pleased to hear that you've been enjoying the service as it makes what we do that much more enjoyable. It does sadden us to hear though that you've been unhappy with the packing of the shopping, which has resulted in damaged eggs, fruit and split packaging. We'd like to take a further look into this for you. Could send us a message via ocado@ocado.com with www.reviews.co.uk in the subject line.

Posted 10 years ago

Thanks for emailing us Sally, we're glad you contacted us and giving us the opportunity to help. If we can help any further please do get back in touch with us. We hope you're having a lovely day!

Posted 10 years ago

“Always a great service from Ocado. Drivers are polite, friendly and helpful. The website is fantastic, easy to use and very informative…..some very special features such as the reminder of what and when you last purchased, your favourites and reviews. The one hour slot is great and 99% of the time, the delivery arrives within the hour. The driver will inform you if there is an unavoidable delay.”

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Posted 10 years ago

“Great service and products.”

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Posted 10 years ago

“Excellent deliveries- good substitutions, polite helpful drivers. Website easy to use.”

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Posted 10 years ago

“Superb, flexible service plus a portfolio of products that keeps growing! Ocado have never let me down in 11 years!”

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Posted 10 years ago

“Reliable. Friendly drivers, ease of ordering, consistently good quality and good value, rare substitutions, best online groceries I have used and I have tried them all!”

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Posted 10 years ago

“Excellent service, every time, polite helpful drivers. They cannot do enough for you.”

Helpful Report

Posted 10 years ago

“The quality of the food delivered is generally very good. Over the years we have had problems with food being spoilt in transportation e.g. 4 pack orange juice or 4 pint milk cartons being packed with highly squashable items such as bread or soft fruit. The redeeming factor is that Ocado is very happy to reimburse but it does still happen... Still using Ocado after several years.”

Helpful Report

Posted 10 years ago

Hey Fiona, It's really disappointing to hear that you've been receiving spoilt food and damaged items in your shopping orders. This must be extremely frustrating as this is not the level of service that we'd expect you to receive. If you email ocado@ocado.com with www.reviews.co.uk in the subject line we'd be happy to take a further look into this for you.

Posted 10 years ago

Ocado is rated 4.0 based on 2,653 reviews