Ocado Reviews

Name: Ocado
Address: 3 Bishop Square, Hatfield
Rating: 4.03

4.0 Rating 2,658 Reviews

77 %

of reviewers recommend Ocado

Company Reviews

Questions

Metrics

4.0

Based on 2,658 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

Write Your review

Tell us how Ocado made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

Whats your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

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

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

Helpful Report

Posted 10 years ago

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

Helpful Report

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!”

Helpful Report

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

“Very rarely do I get substitutions. Very rarely is a driver late. Their fruit and veg is generally of excellent quality, and their range is both impressive and interesting. Very rarely do I get problems. But when I do, Ocado is quick to sort them out and profusely apologetic, often including vouchers as a good-will gesture for the mistake. I just wish their customer service was on a free-phone number, because occasionally you can wait a long time to talk to someone. There's always the email option, which works but not so quickly.”

Helpful Report

Posted 10 years ago

We're delighted to hear that you've been enjoying the service overall Kat, but it does concern us to hear that to hear that you've been having trouble getting through to our Customer Service team by phone. Sadly we've experienced a higher number of calls & emails than usual, please rest assured though that we're working very hard to get this down to a normal level. With our emails wait time at 48 hours. We'd like to thank you for the suggestion of the free phone number and will of course pass this on to the relevant. Did you no that our telephone line is charged at local rate rather than a national rate. We hope this helps and thanks for letting us know.

Posted 10 years ago

“Just wish I could order clothes. Returns would be simple”

Helpful Report

Posted 10 years ago

Hey Omar, thanks for your suggestion of being able to order clothes. Sadly this is something that we don't do at the current moment. We'll certainly pass it on to the relevant teams and you never know maybe one day in the future you may be able to order clothes. We'd say keep your eyes peeled. We hope that you've been enjoying the rest of the service though.

Posted 10 years ago

“Overall, I am happy with the ocado drivers that deliver to me twice a week. The one thing that annoys me when the order I either late or early and the driver doesn't contact me. When a driver has the opportunity to deliver early and the time is before 8am I would like to receive a text message asking if it is ok to deliver. On two occasions the driver has turned up at 6.20am, waking up the whole family, when my delivery slot was 7-8am. If they are early, and the time is after 8am, they can call and ask. I would really appreciate a call when a driver is running late. I know that drivers are sometimes sitting in traffic, where it would be illegal to make phone calls, besides calling up-coming customers will result in delaying deliveries even further, therefore I think that a driver running late should send a message to ocado HQ where someone will be able to call all his up-coming deliveries and provide them with an expected deliver time.”

Helpful Report

Posted 10 years ago

Goodness Birgitte, it saddens us to hear that to hear that yove been receiving late and early deliveries where the driver has not contacted you by phone. This must be extremely frustrating and we can completely understand how inconvenient this must be. Our driver are trained to call you if they are running late so that you are kept well updated. They should also be calling you if they are running early to see if you would like to have your shopping delivered earlier. Please email us on ocado@ocado.com with www.reviews.co.uk in the subject line, and we'll take a look further.

Posted 10 years ago

“Some times disappointed with the way to bags are packed. For example bread with tonic - bread squashed. Crisps with washing liquid - crisps broken or bag split..... The other week sugar was delivered - the bag had split due to something heavy with it and sugar spilt all over the floor. Drivers helpful - great products. Great service generally.”

Helpful Report

Posted 10 years ago

Oh gosh Victoria. It is really worrying to hear to hear about the poor packing of your shopping as this not the normal level of service that we would expect you to be receiving from us. It also sadden us to hear that household cleaning items have been packed in with your food items as this should not be the case as they should be packed separately. We'd like to get this reported to our Warehouse management team & would be grateful if you could email us on ocado@ocado.com with www.reviews.co.uk in the subject line.

Posted 10 years ago

“Such a shame ,products on the whole are good but the packing more often than not damages items in the delivery. The last 2 deliveries have been very late,over an hour ,the first i received a £7 voucher for the second i was told i would get another £7 voucher emailed to me but have not received it. Tesco used give a £10 voucher even if they were 10 mins over. I have paid up for smart pass delivery so looks like i dont have much choice but to stay until that runs out.”

Helpful Report

Posted 10 years ago

Hi Kirshanda, we're really sorry to hear that your orders have been late recently. This is very disappointing, especially as we work very hard to deliver within customer's allocated time slot. We are also sorry to hear you have not received your £7 voucher as promised for a recent late delivery. Please email ocado@ocado.com, including reviews.co.uk in the title and your username so we can get this looked into for you. We really hope you give us another chance to prove how great our service really is.

Posted 10 years ago

“Don't know what I would do without Ocado - it is a fantastic service.”

Helpful Report

Posted 10 years ago

“Rare for me to rave about a service but Ocado really is excellent. Expensive though so I tried other services for about 6 months last year (Sainsburys, asda, tesco). Came back as their service was terrible. Hour delivery slot and next day availability for delivery is great. Rare to have substitutions and product range is great. Love this service!!!”

Helpful Report

Posted 10 years ago

“I cannot really fault the online ordering, delivery or products. I would have rated at very good if there was not a problem with packing (heavy items on top of fruit, veg or delicate items sometimes). However, refunds are usually available if goods are damaged.”

Helpful Report

Posted 10 years ago

“Ocado is a first class online grocery shop. Everything is always fresh and if ever you have a problem their customer service is next to none. I highly recommend ocado and and believe they deserve all five stars!!!”

Helpful Report

Posted 10 years ago

“I have to say the service is outstanding but if you have a problem for any reason it is resolved effortlessly. Also the online store is the pick of the bunch”

Helpful Report

Posted 10 years ago

“i joined Ocado at the start.My husbands firm having something to do with the integration needed to set up their first website.He asked me to 'trial it'.I have been a satisfied customer from day one.It has simplified my life ,despite Waitrose opening a store nearby 8 years on I have found Ocado competitive ,their staff always responsive and helpful.It is difficult to reach Ocado by phone but most problems can be resolved online.Love the flash sales.”

Helpful Report

Posted 10 years ago

Gosh Jacky, it saddens us to hear that you've been unable to get through to our lovely Customer Service team via telephone, we're really sorry for any inconvenience and frustration that has been caused as a result. We're pleased to hear that you've been able to get them sorted out online though. We'll get your comments passed on to our management team to see how we can better improve the service in this area. Apologies gain for any disappointment caused and hopefully you'll see an improvement in the future.

Posted 10 years ago

“I love the fact I can get next day delivery. The drivers are always very professional and friendly and 99% of the time my deliveries are on time. Occasionally food items arrive squidged or broken like eggs. I'm not sure if this is rough handling by the drivers, or poor packing at the depot. It's frustrating as this never happens with Waitrose. That said if you complain Ocado always refund the squidged item no questions asked. Quite often full size samples of products I haven't ordered are dropped in free with my shopping. This has introduced me to new products I might not otherwise have seen or bought. Overall all very reliable”

Helpful Report

Posted 10 years ago

We're pleased to hear that you like that next day delivery Yasmin, and it's fantastic to hear that all of our drivers have been friendly & helpful as we like to go that extra mile to make sure that you have a wonderful shopping experience. It concerns us to hear that you've received a number of damaged items in your shopping as this we're always try to ensure that your shopping is delivered damage free. We'd like to get this reported back to our Warehouse team so that we can try our best to stop this from happening again in the future, please can you email ocado@ocado.com with www.reviews.co.uk in the subject line.

Posted 10 years ago

Thanks for contacting us Yasmin, we're so pleased to have been able to help resolve this issue for you. Please do get back in touch with us if we can help any further and we hope you continue to enjoy your time shopping with us!

Posted 10 years ago

“Ocado provides an excellent timely delivery service of quality products. There is a good choice of Branded, Waitrose and own Brand products. I love the imported products, especially the range of Italian and South African Brands. It also provides good value for money vs shopping in the local supermarket with the price matches and the deals. I would prefer if the price match vouchers were applied automatically to your account rather than the voucher system which I always forget to use. I have been a customer for many years and still think it cannot be beaten for choice quality and value for money.”

Helpful Report

Posted 10 years ago

Hi Susan, we hope that you're well today. We're delighted to hear that you've been loving the service as it makes what we do that much more enjoyable. We can understand how frustrating it can be when you've forgotten to add your Low Price Promise voucher as we've been in the same boat before. We'd like to thank you for your suggestion about the voucher being added automatically for consideration. We hope that you continue to enjoy and if you do have anything else that we can improve on we'd love to hear about it. You can email them to ocado@ocado.com.

Posted 10 years ago

“I have tried numerous online groucers but no one comes close to Ocado. The website is easy to use and fresh goods have a useful minimum life guarantee. They have a comprehensive range of products and offer hourly delivery slots. The drivers are courteous and in all of the years I have been shopping with Ocado they have hardly ever been late.”

Helpful Report

Posted 10 years ago

“Nearly always on time, with all items ordered and very pleasant and helpful drivers.”

Helpful Report

Posted 10 years ago

Ocado is rated 4.0 based on 2,658 reviews