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

“I had my account hacked and contacted Ocado to report it. Whilst they said they had deactivated my account once I told them, they have since spouted lie after lie about it being shut down - I had confirmation from "customer services" that it hadn't been shut down 2 DAYS LATER! What information of mine was left open to the attack? Did they care? Hell no! The "customer services" alleged manager just read from her script, repeating the same phrases time and time again which didn't answer any of my questions, spoke over me and was generally as unhelpful as she could be. If you fancy offering up all your personal and financial details to all and sundry, go ahead, sign up to Ocado. However, if you want to remain in the black and not have all you own stolen from your bank account, stay well away.”

Helpful Report

Posted 9 years ago

Hi Mark. We're really sorry that your account was hacked into. We know that this is a very stressful thing to happen to anybody. We'd like to reassure you that we take security of our customers very very seriously at all times. We don't store your full payment details on our systems and these are stored with your bank, which means that access to your financial details would not be possible via our systems. Unfortunately we're unable to help you any further as you've mentioned that you've already spoken with a manager. Our apologies again.

Posted 9 years ago

“I have been using Ocado for my weekly shop for the last 4 years and have thoroughly enjoyed the experience. I moved from another high-street supermarkets online shopping service to Ocado after being disappointed with the quality of the fresh produce I was getting. I have never had this problem while using Ocado! On the very few occasions I have had any issues with any products, the driver simply actions the refund straight away and if I have had to deal with customer services the service has also been very good. Drivers are polite, helpful and communicate with you when they are going to be late or wish to come early (if convenient to you) and there are very few substitutions, meaning you can plan that what you order 99 times out of a 100 will arrive in great condition just as you would have chosen it yourself. A fantastic experience which has made my busy life easier and means I am reluctant to move to any other supplier. Well done Ocado - I think you're top class!”

Helpful Report

Posted 9 years ago

“Quality of products excellent. Delivery is consistently reliable. Delivery personnel are always helpful and courteous.”

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Posted 9 years ago

“It's friendly customer service, happy and friendly drivers, good value, easy to use app, Ocado takes the stress out of weekly shop! Thank you!”

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Posted 9 years ago

“I love Ocado! The website is brilliant, simple and intuitive to use. A superb range of products always fresh and well within date. Every delivery driver I have encountered has been friendly and helpful. I cannot recommend Ocado highly enough. I will continue to use this British company instead of the huge corporations who have dodgy and dominant business practices. A great company to deal with!”

Helpful Report

Posted 9 years ago

“My weekly groceries over the last 4 years have always been delivered by friendly and helpful drivers, very rarely late. Everything delivered is of excellent quality, except now and again the apples have been badly packed and have been damaged.”

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Posted 9 years ago

“Tried Ocado a couple of years ago and been with them since. In the past have tried Tesco, Asda, Sainsburys, Waitrose. Waitrose was good but I can get all their produce from Ocado and the service is better.”

Helpful Report

Posted 9 years ago

“The easiest website and app to use amongst all the online supermarkets I've tried.”

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Posted 9 years ago

“I have used Ocado for several years now and have always found their service excellent. The drivers are helpful and polite and if there are any problems eg with traffic, a phone call is made to the customer. The recycling of bags and the reimbursement of the new bag charge is greatly appreciated and should be followed by other stores.”

Helpful Report

Posted 9 years ago

“The website is quick and easy to use and usually the app as well. Delivery always on time and usually before set time but never without a call before to check if you're home.”

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Posted 9 years ago

“Am very pleased with Ocado so far.”

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Posted 9 years ago

“I use Ocado for mostly for my shopping. This includes food toiletries and homeware. The website is user friendly with all my favourites listed. The one hour delivery slots are mostly adhered to, Substitutions practically non existant and if I have ever had a problem this has been resolved satisfactorily and efficiently.”

Helpful Report

Posted 9 years ago

“The reason I have not given the service a good rating is because I would really appreciate it if uncooked meat and fish could be put in a separate bag to other items. Sometimes it has looked like some of the contents from the meat products has leaked onto the other items I have bought and I have had to discard them. I know that if this has definitely happened I am entitled to a refund of the contents of the bag but this is really inconvenient as I am then left without the food I need. I have stopped ordering meat from Ocado for this reason.”

Helpful Report

Posted 9 years ago

Gosh, we're ever so sorry for the disappointment caused Dawn as it it is never our intention. We can completely understand your frustration. We've looked at the heat-sealing process for raw meat and fish products, and found that it's 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. We'll pass on your comments to our Warehouse team so that they are aware as your feedback is very important to us. If you do ever come across damaged packaging for your meat & fish then please let us know right away. We're ever so sorry again and do hope that you enjoy the rest of your day.

Posted 9 years ago

“I have been a regular customer for several years now and have nothing but praise for the service I have received. It's so easy shopping online with the enormous choice of products, a full description, nutrition, storage and cooking instructions, and any number of reviews, The delivery service is excellent, the drivers are always good humoured asking where I want the shopping set down, they explain if there is a missing item, or a substituted item and whether this is acceptable. I have never been disappointed wuth the choices.”

Helpful Report

Posted 9 years ago

“Deliveries always on time, very few substitutions or missing items.”

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Posted 9 years ago

“I wish you wouldn't keep reducing the amount of Waitrose items that used to be available - and also brought back beef sausages!”

Helpful Report

Posted 9 years ago

“Good availability of delivery slots. Good selection of produce and high quality Delivery drivers always very helpful Delivery charges a bit high for peak times Substitutions sometimes not acceptable”

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Posted 9 years ago

“Love Love Love Ocado! Makes grocery shopping the most convenient way ever to shop. I can change/alter my items and delivery if things change at a moments notice. Makes buying and eating healthy so easy as I don't get tempted with junk food. First class service from deliveries to refunds.”

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Posted 9 years ago

“Very professional and very helpful.”

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Posted 9 years ago

“As a working mother Ocado makes. Difference to our lives.”

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Posted 9 years ago

Ocado is rated 4.0 based on 2,653 reviews