Ocado Reviews

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

4.0 Rating 2,644 Reviews

77 %

of reviewers recommend Ocado

Company Reviews

Questions

Metrics

4.0

Based on 2,644 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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Anonymous

Anonymous // 01/01/2019

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

“I've been a customer for 5 months ordering from Ocado every week until today. I came back home early from work to pick up the delivery in 7-8 PM delivery slot. To my surprise at 7.03 PM I received an email saying that I missed the delivery, completely confused tried to call the customer service at 7.04 PM but all lines were busy so I decided to respond to the email asking if it was a mistake or miscommunication since there was definitely no delivery. The customer agent whos name was Jeremy responded with a passive-aggressive email about them calling me 4 times and not being able to reach me or access my building, trying to contact me several times through intercom, etc.. (All in 2 minutes lol). Basically he told me that it was my fault I'm going to be charged for a missed delivery and that I am lying that I was at home. I panicked a bit and went to check with my building concierge if there was anyone waiting but he assured me that no Ocado delivery guy was in or next to the building in the last half an hour. I tried looking for a 'missed delivery card' which they leave in case of missed delivery and provide the time that they were there, but wasn't able to find it anywhere, checked my mailbox, checked with concierge, nothing. Contacted customer support again but they told me that 'it's due to my fault and they followed their procedure, therefore I will be charged' and again accused me of lying that I was at my own home. I asked if we can find a solution but he stopped responding. I tried calling again but was on hold for another 40 minutes. As I understand there was some sort of miscommunication and my delivery for some reason didn't arrive, I am not accusing them of lying, maybe there was an error, maybe the delivery guy entered a wrong flat number and tried to call someone else, it was dark outside. But I contacted you guys to resolve a problem, find a solution and asked for help and all you did was accuse me of lying and told me that I will be charged for the missed delivery and that it was my fault. Why not help me, why would you accuse me of lying? I was just asking for a redelivery. Awful customer service, no champagne bottle or 'free delivery for 3 months' can make up for customer service like that, will never ever use this company I will make sure that none of my friends and family use it.”

Helpful Report

Posted 5 years ago

“Will not be using them again a friend revered me and we was to get £40 off between us and 12 month free delivery I've not received my £20 off and I've only got 3 months delivery free sorry some good things on the sight but no thanks”

Helpful Report

Posted 5 years ago

“The driver’s actions were revolting. Simple. When i got in touch with customer service they literally had nothing to say or show ownership and an appreciation of the disgusting behaviour of the driver their company employs.”

Helpful Report

Posted 5 years ago

“Having been a loyal customer for many years, with a minimum spend of £500 per month I was appalled at being charged £9.99 for delivery on 23rd December. The customer service team were not prepared to waver the charge when I expressed my disappointment of not being respected as a long standing loyal Smart Pass customer! I asked to speak to a manager in the hope that they would empathise and appreciate my custom - But no!! I have cancelled all orders and the Smart Pass and will no longer shop with Ocado on principle! Such a shame that Ocado's customer service so dreadful.”

Helpful Report

Posted 5 years ago

“Sent you the following: Just to let you know that your on line business is probably the most difficult I have ever had to deal with. For some reason I am unable to purchase anything on line. I believe that at some point in the distant past I just might have purchased something from you, but can’t remember when. In the last 25 years I have only had three UK addresses. One of them was a temporary address but owned by me, used for vacations whilst in the country, in Canterbury. We NEVER used Ocado whilst at that address as we had supermarkets within a couple of minutes of the house. At the other address in Canterbury I do not remember ever using any grocery delivery service as we passed Sainsbury’s several times each day. Whilst living in Faversham at ME13 7JE I do recollect using a delivery service a couple of times whilst I was very ill even though two supermarkets were within minutes of walking. It might have been you. However, that would have been years ago. I tried to do a new account, but it wouldn’t allow that even though I would be using my own debit card. I tried to recover my password to be sent to my own email address but it wouldn’t do that because I don’t have this mysterious post code at which I have never lived. Does that mean that, unless I make a new email address, specifically for Ocado - which I may well forget in the future - I can never purchase from you again? If this is the case I intend to make it known publicly to everyone not to forget all their postcodes for the last 25 years - difficult if you move a lot - otherwise they can’t use your service. I am totally fed up and disgusted with your service which could not be resolved by online chat and no one called me as requested, and promised, within the hour.”

Helpful Report

Posted 5 years ago

“I have been a customer of yours for many many years and your service has always been amazing, accept for today. A member of your staff, the delivery driver Martin in the Harrogate are was extremely rude on the telephone. I ordered a delivery for this Saturday, I received the delivery texts and email receipt as normal, and about half an hour before the order was due for delivery, your driver Martin phoned and asked if he could call early. I agreed and he said he would be with me in 5 minutes. 5 Minutes came and went, as did 10, 15, 20. 25 and 30 minutes. Worrying that something had happened to him i called him back and asked if everything was ok as he said he would be with me in 5 minutes and that was ages ago. He laughed and said, oh, I meant to ring somebody else, not you, got to this womans house, offloaded all her shopping, knocked on the door and she said oh you're 3 hours early, why didn't you call? He asked me who I was, what address my order was for and offered no apology for ringing the wrong number, just went on about the roads causing a problem . Ringing the wrong number happens, so I just asked him how long he would be with my delivery and he told me straight out that the roads are being closed and that he needed to work out a route to see if he can get to me, that he would phone back in half an hour and he'd let me know or I can phone the call centre. I explained to him that I am disabled, that I am unable to get out and that not only did he have my food but he had my dogs food onboard too for delivery and was there anything he could do to ensure that I got my order?. He instantly became offensive and stated that if I was going to give him grief then he would cancel my order right now and that I could go without!! I was told to wait for half an hour and he would call me back, and to live with it! Horrified, I ended the call and phoned your customer service centre who were actually wonderful. I was in tears by then and explained the situation to a wonderful man, who was very kind and helpful and rebooked my order for the next day. Would you please find out who it was I spoke to and thank them please? He will verify that your driver had brought me to tears with his attitude. About 20 minutes later your driver Martin phoned again and said he was cancelling my order as he couldn't get to me. I explained that I had spoken to your call centre, and also that I had put in a complaint about how rude he was on the phone. His response was 'yeah, get in quick why don't ya!!' His attitude is appalling, and is nothing akin to the usual drivers that you send out. I told him that he actually brought me to tears and he couldnt care less, he just continued having a go at me, I managed to get him to stop by saying that the call was being recorded ( although it wasn't) and he instantly he changed his attitude and started to apologise. Please could you ensure that this driver is dealt with as I will not be ordering from your company again if he is going to be delivering it.”

Helpful Report

Posted 5 years ago

“Ocado are rip off comany and discrimination of old people om my second order I thought buy 1 get I free but oh no you have add extra product if you don't unbelievable they send one product which cost me £10.00 in lost products.this appeared to be a scam on this company knowing that elderly people will probably get it wrong on computer systems. The only winners is ocado and the losers elderly customers whose fixed income can I'll afford to lose £10.00 Could ocardo care less no will all british citizen watch their Syep with dubios company sham on them brian cardwell”

Helpful Report

Posted 5 years ago

“First and last time ordering from them. Slot time was between 11am - 12am it is now 14:35pm. This is absolutely ridiculous.”

Helpful Report

Posted 5 years ago

“Very unreliable service! While waiting for my delivery at the time I suppose to get it (Thursday night) the driver just called and cancelled my delivery. Then me calling the Ocado while the system still says my "delivery is on it's way on time" but costumer service is saying, they can not do anything and there is no delivery available for another 2 days! And they cancel my order! I spent a good time on creating the online basket for the event I'm holding on Friday midday. And now there is no shop open for me to buy the food and nothing I can do in the morning because I have to be at work!!! This is terrible and so irresponsible of them! Very disappointing. I won't shop again from Ocado cause I can not trust them anymore.”

Helpful Report

Posted 5 years ago

“Never Using this horrible company ever. Makes sense why the customer service review are low. They decided to send me an email that my order has been cancelled the night before at 11 pm ? Which professional company does that? I requested from work to start late in order to receive this order and woke up at 5:30 only to see that it has been cancelled! Then I see I can’t even reorder with the 25£voucher I had a a new customer so probably this was a trick to pull people in and then don’t actually provide the voucher!!!”

Helpful Report

Posted 5 years ago

“Very poor customer service. It was my first experience with Ocado. The price quoted was different to what was being charged and there were no items in my delivery that had to be weighed etc. My delivery also cancelled. I rang to speak to a person on the team and the delivery slot was gone minutes later leaving me without groceries for the week. I will be sticking to Tesco or Asda in the future who I have never had any issues with. I’m not surprised that reviews on here overall are poor. I just wish I checked them out before placing my order. Good riddance!”

Helpful Report

Posted 5 years ago

“- There is a live link for 35% discount advertised on their website -link not allowed to share here-, but they seem to blame search engines for not updating their cached pages, well if that the case take the page off your website! - Customer service agent (Steve T) provide a very poor service on top of this and said the offer is not valid, suggested a lower discount and rudely implied that I don't understand the situation (although I do run an e-commerce business!). and told me to either take the discount he offered or leave it. - I did not proceed with my order as a first time customer as a result. If they are competing agains Tesco, Sainsbury's, Waitrose etc but they are more expensive, and customer service is really bad.”

Helpful Report

Posted 5 years ago

“Two failed deliveries in one week, no phone calls just standard emails in the spam. Sadly Ocado has fallen to pieces, it’s clear from other reviews that they are experiencing serious operational issues and yet even though I spent the day on the phone yesterday trying to resolve issues they said it was only an issue for me. That is evidently not true and it’s disappointing that they are so arrogant to think I would believe that. Not only did the delivery not turn up, the website was broken and I couldn’t check out the replacement order, the live chat was also down. The customer service team could do nothing other than chase IT for a fix. Despite being assured that the replacement order would arrive in time for a party, guess what it didn’t. I shop online because I don’t have time to go to the shop, I certainly don’t have time to do the order twice from scratch and spend a day on the phone. I will not be using Ocado again and I suggest you think twice about using them. What was once a good service has gone to pieces, not acceptable at all.”

Helpful Report

Posted 5 years ago

“Very disappointed with Ocado deliveries. We booked our groceries delivery between 8:30-9:30pm today. The driver never arrived, he didn't call or text, the Ocado app didn't update the details until 10:45pm - "unable to deliver"Really? I was at home all evening expecting the delivery to be able to cook dinner and feed my kids breakfast tomorrow morning! No groceries no breakfast and all shops are shut now. But who cares? Ocado doesn't. And guess what - apparently the driver was late and gave up on delivering to our house! On top of that the most unhelpful customer service! When we called to find out about the delivery - they said they are unable to redeliver and suggested rebooking for 4pm next day! 4pm! Really? I have no food to feed my kids before the school tomorrow! How appalling is that! I would have expected Ocado to aim to rectify the problem and at least deliver our groceries first thing tomorrow morning. They made no effort to address the problem and left the customer seriously let down. Very unreliable and unprofessional service. Be warned if you are considering signing up!”

Helpful Report

Posted 5 years ago

“Terrible service! This is the first time I have used Ocado and never again. They completely cancelled my order and refunded me 10 minutes before the food was due to be delivered saying there was operational issues. I think this is totally unacceptable. In way of compensation, they offered me a voucher for the same money that I was also getting off from the shopping I had ordered - that is not compensation at all! Very disappointed”

Helpful Report

Posted 6 years ago

“it is the worst service in the world, I booked a slot on the 4th of June from 3:00 pm to 4:00 pm, the order arrived at 9:11 pm now, and I called Ocado customer service at 4:30 pm and they told me it will be there in 5 minutes the driver is in my street, and at 4:36 the driver called me and explained he made an accident and he will be late 15 more minutes, I called them again at 6:36 and the customer service said the driver is in my street and he will be there I 5 minutes, and I called them back at 8:29 and their response was the same and again at 8:57 and they told me he was walking to my address and he should be there in less than a minute but the drivers phone was not responding and the customer service told me all I can do is whether cancel the order or I should wait, and i waited down and it was raining for more than 10 minutes only because I had my family over and I needed some stuff from the order and they made me order food from delivero and it costed me 70£ and thier customer service was so rude and this is the first and last time i will order anything from ocado( the icecream was all melted, the beef was so warm and meat can have bacteria in room temperature so fast and everything was wet as if he was walking with the food in the rain for hours and the service is purly the worst)”

Helpful Report

Posted 6 years ago

“Driver was rude and in a hurry, he didn’t want to carry to kitchen and didn’t wait for the bags.”

Helpful Report

Posted 6 years ago

“So i'll start by saying I am not an Ocado customer but a lot of my neighbours are and that is where the problem with deliveries begins. We live in a very urban area with predominantly street parking hence finding a space is always difficult BUT we are fortunate to have our own driveway which we share with the property next door. The constant problem we have is with delivery drivers thinking this is a driveway for anyone in the street and then proceeding to either park across or drive onto our drive despite us clearly displaying a " Private Driveway - No Parking " Sign. The driver today - Sun 19th May 2019 was very rude almost bordering on arrogance as to why parking for a few minutes on OUR drive would be an issue to deliver to a house 4 doors away. I asked him if he was delivering to a house with a drive but no room to park his van would he park on the neighbours drive next door or opposite to which he smirked and replied " Of Course Not" Then asked if he really needed to move..I was so annoyed at his ignorance that I said Yes and asked him to move..He sat in his van for 5 minutes not moving when my partner arrived home and needed to park her car so he reversed off but waited in the street clearly.aiming to pull back on so my partner left her car in front of the drive and asked him not to use.our drive..He later parked in the street blocking all traffic to complete his delivery which was the only solution but that is an occupational hazard of delivering in mine and the surrounding streets in Westcliff-On-Sea , Essex. So to summarise Please ensure your drivers check before parking on a private drive or blocking people in and also politely remind them that when they are asked to move 99.9% of the time is because they should.not be parked there!!!!”

Helpful Report

Posted 6 years ago

We do apologise about this. We appreciate the frustration this must have caused you. Please could we ask you to contact us either on 0345 656 1234, or by email on ocado@ocado.com, or on our Live chat service. We can then track the driver in question and have this looked into. -Megan

Posted 6 years ago

“My delivery was 40 mins late it turned up at 10.40 pm I wasn't informed it was going to be late when I telephoned ocado customer service they apologized and said they would give me a voucher. But I never received it.”

Helpful Report

Posted 6 years ago

Hello there. We're sorry to hear that your order was running late, this is a shame as we understand this ended up arriving fairly late in the evening. We understand you were offered a voucher which you are yet to receive so would like to check this over. Can you call us on 0345 656 1234, email ocado@ocado.com or pop up on live chat, thank you. - Meg

Posted 6 years ago

“Tried to order some products obviously not available once order placed website seems to struggle”

Helpful Report

Posted 6 years ago

We're sorry you had some trouble with our website. To ensure the stock availability of items, we'd advise to book your delivery slot before adding items into your basket. The system will then update and you can see what items are due to be in stock, or out of stock on the day of your delivery. Please feel free to contact us on 0345 656 1234, email us at ocado@ocado.com, or contact us on our Live Chat service if you have any trouble in future. -Megan

Posted 6 years ago

Ocado is rated 4.0 based on 2,644 reviews