Ocado Reviews

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

4.0 Rating 2,649 Reviews

77 %

of reviewers recommend Ocado

Company Reviews

Questions

Metrics

4.0

Based on 2,649 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 3rd 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

“I have used Ocado for many years and even though I have tried other companies for delivery of my groceries I always come back to them; the secret of their success for me is their reliability of service, customer commitment and the choice they offer. I know that when I order I can rely on the delivery being very close to what I have asked for, I know that I can speak to customer service and they will deal effectively with any queries I have and I like to have a good browse when I shop and select the occasional new item and I know that the choice doesn't disappoint!”

Helpful Report

Posted 10 years ago

“1 hour slots are convenient. Delivery is rarely late. Substitutions are very infrequent. The 2 main improvements I'd like to see are: 1) more careful and thoughtful packing of bags e.g. not packing sliced bread underneath potatoes (this is my main criticism of Ocado's service); and 2) a better SatNav system that would enable customer locations to be added for future deliveries (I live in a rural area & Ocado's SatNav consistently sends the driver to a neighbouring property accessed from another road).”

Helpful Report

Posted 10 years ago

Hi Susan, thanks for leaving a review. We're really sorry to hear that you've been disappointed with some aspects of our service. The packing of our shopping is an issue really close to our heart and we are constantly working to improve this and reduce damages wherever possible. We're confident most deliveries arrive 100% intact but of course those with heavier items can experience the dreaded 'potato-lid' bag of shopping, we understand this isn't really the cleverest way of packing and are working hard to retrain our packers and adjust our systems to reduce the danger of this in future. We are concerned that drivers have been unable to find you in the past, our SatNav system should be completely up to date and any shortcomings with addresses should be made up for by the detailed notes drivers can leave one another. We'd be happy to double check these notes for you to ensure all drivers are made aware of exactly where to go with your future deliveries, if you can email us at ocado@ocado.com, with Reviews.co.uk in the subject, we'll see what we can do to help.

Posted 10 years ago

“Reliable, generally have goods in stock. It works - what more can I say :-)”

Helpful Report

Posted 10 years ago

“Good, really good. Very reliable in principle. And fantastic choice of products. Portion sizing could be better synchronised. Website and ordering process are easy to handle and distinctly more convenient than others. Would not know what to do without! The only annoying thing is that good products "disappear" from time to time without any indication of reasons and new products (based on product request) are not added and you never hear about what happened to your request again. There is room for improvement, I guess, as everywhere...”

Helpful Report

Posted 10 years ago

Hi there Heike, thanks for leaving a review. We're glad to hear the majority of your experience with us has been so positive. We're very sorry to hear that some of your favourite products have gone missing and that you've not heard anything about the products you requested. We'd can pass on your suggestion for better feedback regarding this. We'd be happy to look into individual products further for you if you remembered which products they were. If you can email us at ocado@ocado.com, with the subject of Reviews.co.uk, we'll do our best to help.

Posted 10 years ago

“Have been shopping with Ocado for over 10 years now. In all that time, have had very few problems with my orders, and when there has been an issue to resolve, it has been dealt with promptly. Easy to use website, great 1 hour delivery slots.”

Helpful Report

Posted 10 years ago

“Used to be great, but recently have had a lot of goods that are too close to their sell by date and fruit that is overripe. But good selection of items, can normally get the slot you want and most of the drivers are polite and courteous.”

Helpful Report

Posted 10 years ago

Hi Sarah, we're really sorry to hear that the standards have been slipping with your deliveries, this is not acceptable and something we'd be very keen to arrest. We'd really like to help out if we can, could you please email us at ocado@ocado.com, with the subject of Reviews.co.uk?

Posted 10 years ago

“We have been shopping with ocado for five years now. Customer service is excellent, website easy to navigate and delivery drivers are courteous. Food quality if second to none and fresh produce easily lasts a week. Thank you.”

Helpful Report

Posted 10 years ago

“By far the best online grocery shopping experience. The website, mobile and tablet apps work really well, with the Web version giving your shopping use by dates which cuts down on any waste of you are playing a weekly shop. There are rarely any substitute items and on the odd occasion there have been they are sensible and intuitive. The groceries arrive in labelled bags (fridge, frozen, store cupboard) and the drivers are anyways pleasant and helpful and will bring the shopping into the kitchen with no hesitation at all,in the entire time of using Ocado there's only been one delivery which was outside the time slot, and the driver had phoned ahead to let me know his vehicle had broken down and I could either wait or rearrange the delivery. Excellent customer service throughout. I highly recommend Ocado.”

Helpful Report

Posted 10 years ago

“I'm not sure how I'd survive without Ocado! The website is extremely well designed and easy to use, they have a fantastic range of goods on offer (ranging from mainstream Waitrose and Ocado own brands, to the more obscure items that would normally require a visit to a healthfood shop, ethnic store or posh deli, as well as a great choice of toiletries, medicines and household items). The customer service is excellent and any queries or refunds are dealt with quickly and efficiently. The deliveries are always reliable and communication is very good - on the few occasions they might request to come a little early, or get delayed by traffic, they always call beforehand. Most of the time everything arrives that I ordered, with only occasional substitutions. Produce is nearly always in perfect condition and if anything arrives damaged they will refund very easily. Lots of choice of delivery slots and can nearly always get one for the following day. I have been using Ocado for at least 4 years on a weekly (or more!) basis, both at home and when on holiday, and they have never let me down. Highly recommend.”

Helpful Report

Posted 10 years ago

“Superb online shopping experience. I gave up with waitrose after struggling with their unreliable system. Order for del between 10 & 11 and doorbell went at 10.02! ALL order complete, in code and packaged really well. I will most definitely be using them more regularly.”

Helpful Report

Posted 10 years ago

“Reliable deliveries. Stock levels shown while shopping at the site so rarely is an item not delivered. Easy to find products so no more searching at a supermarket. I use the service every week now and have done for the last 10 years.”

Helpful Report

Posted 10 years ago

“I have been using Ocado for years. The app is streets above any others and continually they come up with improvements , substitutions are rare and usually sensible, their service is excellent and they are competitively priced. It makes my life so much easier and I love it!”

Helpful Report

Posted 10 years ago

“Ocado are totally reliable. They have the products you need, deliver on time and are highly responsive if they need to fix a problem. Their drivers are the best in the business. Ocado leave the competition standing still, way behind them.”

Helpful Report

Posted 10 years ago

“Great online deliver company to shop with. Very rarely is there an issue, but if there is, it is dealt with promptly and with excellent customer service. Quality of food is very good.. Everything is fresh and in excellent condition. You never get any duff fruit or veg and it always lasts. Drivers are very friendly and well mannered.”

Helpful Report

Posted 10 years ago

“Great service. Drivers invariably polite, friendly and lovely. Timing excellent. I think my only frustrations are that twice I've rung Customer Services and they've said they'll call back and haven't, and that sometimes there is a problem with a supplier (eg substitutions again and again for the same product, same supplier but they don't notice). Very high quality of food, prices are fine, website works well.”

Helpful Report

Posted 10 years ago

Hi Lucy, we're really pleased to hear you're enjoying the service for the most part, but it's very disappointing to hear that you've not received call backs when they're been promised to you. We'd be really keen to look into this if you can email us at ocado@ocado.com, with Reviews.co.uk in the subject. We're sorry to hear that you've been receiving some repeat substitutions, we closely monitor the reliability of all our suppliers and will often remove products which the suppliers have been unable to consistently deliver. As a rule we try to give as much leeway as possible, as we wouldn't want to diminish the great range of products we offer, so we do our best to work with suppliers to overcome difficulties, we're very sorry this hasn't been your experience with some products.

Posted 10 years ago

“Ocado help me with my busy life. They are reliable, friendly, kind, dependable, honourable and always keen to know how they are doing. Keep up the good work!”

Helpful Report

Posted 10 years ago

“A fantastic service. All your drivers are helpful and courteous. My only criticism is the randomness and quality of the packing which sometimes lets you down. I like the addition of the Fetch and Sizzle services and frankly the more of my shopping I can get from you the better!”

Helpful Report

Posted 10 years ago

Hi Jane, we're delighted to hear you've had such a fabulous experience of our drivers and our service. It's worrying to hear of your negative experience regarding the packing though, it should never appear random as it certainly isn't! We put a lot of time and effort into ensuring all items arrive in tip top condition so it's very worrying for us when this is not the case, we hope that you've got in touch with us whenever this has happened. If not, please do email us at ocado@ocado.com, and include Reviews.co.uk in the subject. It's great that you love our Fetch and Sizzle services, keep your eyes peeled for more in the future :)

Posted 10 years ago

“I work long and awkward hours so my time is valuable. To be able to spend 5 minutes on the train to work ordering on my phone what would otherwise take at least an hour out of my day is brilliant. I can focus on the things that I need rather than the random items that I often buy when I go to a shop. Prices are competitive and quality is excellent. On the odd occasion that an item is not up to standard, a refund is given.”

Helpful Report

Posted 10 years ago

“I love Ocado, you always turn up on time, and on the very rare ocaisions when you can't, you let me know so I can plan accordingly. Your drivers are friendly and always carry my shopping through to the kitchen, your customer service staff are brilliant I don't think there's another company I deal with (maybe Apple) who get that bit so right. I love my Gold Pass, I love my free gifts, I love the website which is simple and easy to use but with lots of interesting helpful features, I've been using Ocado for at least 12 years and plan to use you for many more.”

Helpful Report

Posted 10 years ago

“Excellent service. Couldn't reccomend more”

Helpful Report

Posted 10 years ago

Ocado is rated 4.0 based on 2,649 reviews