Ocado Reviews

Name: Ocado
Address: 3 Bishop Square, Hatfield
Rating: 4.07

4.1 Rating 2,609 Reviews

78 %

of reviewers recommend Ocado

Company Reviews

Questions

Metrics

4.1

Based on 2,609 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 22nd December 2023

Anonymous

Anonymous // 01/01/2019

Filter: Rated 4 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I've shopped with Ocado for years. Service is excellent, food quality and longevity excellent. Delivery is a bit hit and miss lately - I no longer order for delivery on Fridays though as there's usually a problem.”

Helpful Report

Posted 8 years ago

Hi there Alexandra, thank you for taking the time to leave a review for us. We're so pleased that you think our service is excellent, as well as the quality of our products. But we are sorry to hear you've found delivery to be a bit hit and miss, which has caused you to no longer order on Fridays. We'd love to look into what these issues are so we can make sure they don't happen again for you Alexandra. If you could email us at ocado@ocado.com with your name, and Reviews.co.uk in the subject we'll be able to see what we can do for you. We look forward to hearing from you soon Alexandra, have a lovely day!

Posted 8 years ago

“Good range of products and delivery usually efficient. Always v polite drivers”

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Posted 8 years ago

“I have been a loyal customer for 11 years, consistently good service and considering the amount of deliveries I have, there are few mistakes or hitches. When they do occur I find that matters are resolved quickly and to my satisfaction. I only buy Waitrose or other branded goods. I dislike ocado brands as without exception have found them to be very poor quality, poor shelf life or taste bad.”

Helpful Report

Posted 8 years ago

Hi Kate, thanks for taking time out of your day to leave some feedback for us. We're so happy we have been able to provide a consistent good service for you over the last 11 years, and we're pleased there have been few mistakes. We'd actually like to thank you for being so loyal to us, it's customers like you that makes everything we do worthwhile so thank you Kate! The only thing we're sorry to hear is we haven't been able to impress you with our own brand products. To hear that you've found our Ocado products to be poor quality, not have a good shelf life and tastes bad is certainly not what we expect from our products. We value all feedback so we'd love to get this passed on and looked into further for you Kate. If you could email us at ocado@ocado.com with your name and Reviews.co.uk in the subject, we'll be more than happy to investigate further for you. We look forward to hearing form you soon Kate and we hope that the next 11 years will be even better! Have a lovely day!

Posted 8 years ago

“Have stayed using Ocado other providers as substitution rate is low, refund is fast and never quibbled. Customer service is high over the phone and generally from delivery staff. Quality of produce is generally good and not the cheapest but okay value. Appreciate the promotional items that have been recently included in the shop - shows you care for existing not just new customers. Keep it up!”

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Posted 8 years ago

“Great range of good quality products available online. Drivers are generally very polite. My only criticism is that meat is packed together with vegetable and fruit. I have raised this issue before and heard that your research shows that there is no danger as long as there is no leak. I still don't feel comfortable with this and would rather have my meat packed separately.”

Helpful Report

Posted 8 years ago

Hi Noemi, thank you for choosing to leave a review for us, we're very grateful for that. We're very pleased you're happy with our great range of products and it's always wonderfull to hear how polite our drivers are. But we are sorry that you've had meat packed together with fruit and vegetables. We understand this is something that everyone isn't comfortable with. We’ve actually 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’re 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. But as we mentioned we do understand that you don’t feel comfy with this Noemi, so we’d love to get this feedback passed on for you. If you can email us at ocado@ocado.com with your name and Reviews.co.uk in the subject, we can look into this further. We hope this helps Noemi and we hope you’re having a lovely day!

Posted 8 years ago

“Overall great. Deliveries always on time. What lets you down is the poor quality of fruit and vegetables and even more the terrible bag packing! So many times I have received a bag stuffed full of heavy items like milk, with a sag flattened bag of lettuce at the bottom!!!”

Helpful Report

Posted 8 years ago

Oh no, we're sorry to hear that we've let you with the quality of the fruit & veg Laura as this is not our intention. We can completely understand that this along with the packing of your shopping must be extremely frustrating, and for this we need to hang our heads in shame. We'd like to take a further look for you and get this reported back to our Warehouse & food tech team. Could you email us on ocado@ocado.com with www.reviews.co.uk in the subject line?

Posted 8 years ago

Hey Laura, thanks for emailing us. you'll be delighted to hear that we've passed the details of the poor quality fruit & veg that you've been receiving from us to our Food Tech team. Finger crossed you'll see a major improvement in the quality in your future orders. We hope this has been of assistance to you.

Posted 8 years ago

“My only real gripe is use by dates - to the extent that I frequently have made the decision to go and do my whole shop at sainsburys or tesco instead of Ocado simply because I believe that staples like bread and milk etc will come with such short shelf life's, that I will have to make a single trip in a few days to replace them. So it's more than just my inconvenience, it leads to lost revenue on your part.”

Helpful Report

Posted 8 years ago

Goodness, it worrying to hear about the quality of the grapes that you've been receiving and the use by dates, We're very sorry for any annoyance & inconvenience that this has caused you. We'd like to take a detailed look into this for and would appreciate it if you could email us on ocado@ocado.com with www.reviews.co.uk in the subject line.

Posted 8 years ago

“I am a regular customer of Ocado the only reason that I don't give it five stars is that suddenly there will be a breakdown of service out of the blue and with no warning the delivery just doesn't arrive on the day it was ordered. In the main however it is very good, I like the web site and the van drivers are polite and helpful.”

Helpful Report

Posted 8 years ago

“Driver's are very helpful and friendly , never been late, love Ocado own product too.”

Helpful Report

Posted 8 years ago

“Reliable, consistent service with polite delivery people. Wide variety of groceries and new products added frequently.”

Helpful Report

Posted 8 years ago

“Generally all drivers very good, polite and on time. I live in a rural location and most drivers can find it, however some get terribly lost and so I wonder if you could have better notes on your Sat Nav system?”

Helpful Report

Posted 8 years ago

Hi there Caroline, it's great to hear how all of our drivers are polite and on time, but we do apologise that we can sometimes have difficulty finding you. Did you know that you can add delivery instructions to your address for your driver to see? If you add any additional information to your address, like instructions on how to get to you, or if there is anything you would like your driver to do upon arrival, you'll be able to add these by going to your account settings and delivery address book. But if you would like some assistance in adding these instructions to your account, please email us at ocado@ocado.com with your username and Reviews.co.uk in the subject. We'll be more than happy to help you with adding better notes on to our system. We hope this helps Caroline and hope you continue to enjoy shopping with us!

Posted 8 years ago

“Reliable, good customer service. Products have a good shelf life. Some products over priced”

Helpful Report

Posted 8 years ago

Hi there Joanne, we're so happy to hear you're pleased with our good reliable service, and that you're happy with the shelf life of our products. But we are sorry that you've found some prices of our products to be overpriced, this is disappointing to hear as we always try to provide good affordable prices for our customers. We actually compare the total price of the products with a pink ‘£’ symbol in your trolley at the checkout with what you would have paid for in an equivalent order at Tesco.com, including promotions. If we are not cheaper, you will get a money-off voucher for the difference plus a penny. If the total price of the qualifying products in your Ocado shop is less than it would have been at Tesco.com, we shall send you an email informing you of how much cheaper this was. We hope this helps Joanne and hope you continue to enjoy our service!

Posted 8 years ago

“I like the one hour time slots, drivers usually on time and good selection of food. The only disappointment is the packing of bags, I frequently get squashed and damaged items due to poor packing, also packers need to check dates for fresh produce aren't too short.”

Helpful Report

Posted 8 years ago

“The freezer bags personally need to be given to the customer so they are reminded that they have bought frozen food. They never do. I have been caught out by this.”

Helpful Report

Posted 8 years ago

Gosh we're really sorry that your freezer bags haven't been given to you in the past and you've been caught without your frozen items Morwenna. This is very disappointing to hear as we expect our drivers to deliver all of your shopping with the colour coded bags. We've colour coded our bags to make it easier for customers to know which are the ambient, chilled and frozen products. This is to help make it easier to know which items are in which bag and to hopefully make it make it easier and less stressful putting your shopping away. It's concerning this hasn't been the case for you Morwenna and we'd love to look into this further for you. Please can you email us at ocado@ocado.com with your name, and Reviews.co.uk included in the subject. We hope this helps Morwenna and we look forward to hearing from you soon.

Posted 8 years ago

“Your search engine and the visibility into your vast product offering is absolutely terrible, the equivalent of walking into a supermarket, most of which is hidden from view or in the dark. What a waste of opportunity.”

Helpful Report

Posted 8 years ago

We’re really sorry to hear you found our search engine and visibility in viewing our product range to be terrible Hamid. This is really disappointing to hear as we intend our website to be intuitive, simple and user friendly. If you try using our ‘browse shop’ section, you will see all the various categories of products we have that should help make searching for the items you would like much easier. We hope this will help, but if you still have any problems finding the products you would like, please do email us at ocado@ocado.com with Reviews.co.uk and your username in the subject. We will then be able to get your feedback passed on as we're always looking at ways to improve our website and our service. We hope this helps Hamid and hope you continue to enjoy shopping with us.

Posted 8 years ago

“Generally good, not many substitutes but packing not always appropriate.”

Helpful Report

Posted 8 years ago

“Great Customer service”

Helpful Report

Posted 8 years ago

“Very good range of products and good prices, with excellent customer service and delivery drivers. However, I can't forgive the inexplicable change in the cut-off time for amending orders - it's now 5:10 pm before the delivery day, instead of 9pm. Ocado is an online supermarket and should have a much later cut-off time - even Sainsbury's are longer at 11pm. Had to reluctantly cancel my Smart Pass, as I'm tired of getting home to find I've forgotten, or run out of, something and can't change my order. Smart Pass used to be good value (especially with product discounts and free samples), but the early cut-off has proved too much.”

Helpful Report

Posted 8 years ago

“I have been very happy with the service from Ocado. The vast majority of the drivers polite and friendly and always bring the shopping in for me. I like the fact that I am texted in advance to say who the driver will be and if there are any missing or substituted items. Would have given a five star rating, but I have had a couple of products with shorter shelf lives than normal recently, hence only 4 stars.”

Helpful Report

Posted 8 years ago

“I find the service overall very good. It would be helpful to have some idea of where on in the time slot the lorry will arrive as a few times it has either been early or right at the end of the slot and when off to work this is tricky to manage. (eg would like to have a shower, but can't until the shopping has arrived) I would prefer a later time to be able to adjust the order by as 5:10 is not as easy to check for the next day as it was previously later at 6:10pm. This made it much easier to make the final adjustments needed when home from work rather than on the fly trying to remember the fridge contents.”

Helpful Report

Posted 8 years ago

Ocado is rated 4.1 based on 2,609 reviews