Ocado Reviews

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

4.0 Rating 2,641 Reviews

77 %

of reviewers recommend Ocado

Company Reviews

Questions

Metrics

4.0

Based on 2,641 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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Great selection, fantastic service and items rarely substituted...... Oh, and the drivers are superb.”

Helpful Report

Posted 7 years ago

“I signed up today and attempted to place a large order for supplies for my wedding; approximately £400 in value. After placing it, I received an email saying the order had been cancelled. I then found out my account was locked. According to Ocado, my postcode (a small country lane in rural Surrey) has been "flagged". The rep demanded that I send a copy of my passport so the generic customer services email address to"prove" who I was and that I would then be "allowed" to shop with them. I find the way I have been treated, as a brand new Ocado customer, incredibly offensive. I shop online extremely frequently and I have never been told that I need to send a copy of my passport before I am "allowed" to shop at a store, because my postcode is "suspicious". I understand the need for checks - I currently manage fraud investigations in Europe for a multinational company - but to place the burden of proof onto your customers in this way is unacceptable and demeaning. It is also entirely pointless - I have seen a great deal of photoshopped utility bills in my career, so I'm not entirely sure what Ocado expects to achieve by requiring customers under suspicion to prove their identity in this way. There are many other, more reliable, ways to check a customer's identity; in my case, it would be incredibly simple - I own my home, am registered to vote here and have multiple bank and utility accounts in my name at this address. A simple credit check or Voters Register check would prove that I am a real person, living at the address I say I do - a PDF sent via email does not. Furthermore, the request to send personal information to a generic inbox accessed by hundreds of different employees is an irresponsible method of handling data. I am not prepared to send my passport, driving licence or bank statements over the Internet; particularly when I am not sending such information to a specific named individual. To request me to do so is entirely inappropriate, and I am not sure how Ocado can claim to process personal information in a secure fashion when you are asking for such documents to be emailed to a mailbox to which many people have access. I will not order again and will recommend to my friends and family that they should also steer clear.”

Helpful Report

Posted 8 years ago

We're sorry to hear that your order was cancelled and your account blocked. Security checks are made on all new customers and our Finance department may make a business decision not to deliver to a certain address or postcode. We apologise for the inconvenience caused and we will of course pass on your detailed feedback to our Finance department.

Posted 8 years ago

“I have been a loyal Ocado customer since 2008 and had no issues with the company. The fruit and vegetables are of high quality and had long best before date. Slowly the quality of the fresh produce started to deteriorate from around 2010 - present. The strawberries are the worst, 80%of the time they were mushy, smiley and mouldy. Other fresh produce such as papaya, avocado's, nectarines that claim to ripe and ready to eat were rock hard. Once they did ripen they were already spoiled. Other produce like raspberries, blueberries and cherries were overripe most of the time and not fit for consumption. I have contacted ocado on many occasions and the issues are dealt with amicably(most of the time ) and refunds were processed. However a few months ago, my last ocado order with fresh produce. The melon was over frozen, it had "frost bite". The paypaya was squashed during transit, I contacted ocado and after a infuriating call with the rudest customer service representative they weren't refunding the items and suggested I give the damaged food to the food bank! The damaged produce to food bank! Absolutely unacceptable. I felt so angry and upset and betrayed in a way that ocado has changed so much over the 9 years, and not good changes too. After using ocado for 9 years, also during which I received no promotional vouchers, unlike my friends and family who would Recieve a 15%-20% off your next shopping. I feel my customer loyalty to ocado means nothing to then ,they don't value their long term customers. They have no customer loyalty and I have had more than enough. I think it's time I give other supermarkets a go.”

Helpful Report

Posted 8 years ago

Hi there, we see you've contacted us on Trustpilot as well but we'll copy in our response here incase you check your review on our blog first. Hi, thank you for your review. We're sorry to hear that you feel the quality of our fresh produce has deteriorated. It certainly sounds like you've been dealing with this problem for a while and this certainly is not the level of service or quality that we intend or expect to deliver. We will of course pass on your feedback to our Supply Chain and Food Technology teams. We're sad to see you go and we hope that in the future you'll come back to us! Thank you again for reporting this and we hope you have a pleasant afternoon.

Posted 8 years ago

“They deliver to my address with no trouble and rarely substitute items”

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Posted 8 years ago

“Best online retailer for groceries. Always prompt and in generally in good condition - if there is a problem, customer services always put it right. No complaints and my number 1 when I can't or haven't got time for the supermarket.”

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Posted 8 years ago

“Very polished on line supermarket. Pioneers and staying ahead of the game. Low substitutions. A few niggles, but VG.”

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Posted 8 years ago

“what you see is what you get”

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Posted 8 years ago

“Super service, very useful”

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Posted 8 years ago

“Great selection of 'world foods' including Scandinavia which I'm very interested in.”

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Posted 8 years ago

“Great delivery, range of products. Touch more expensive for some products but absolute quality.”

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Posted 8 years ago

“Total rubbish. They kept on bombarding me with vouchers so I finally decided to try it. After I ordered my stuff, I got a message next day with substitutions that I would receive instead of my order. Didn't even ask me if I want substitutions. Cancelled the order, will block their marketing emails. Rubbish company”

Helpful Report

Posted 8 years ago

We're sorry to hear that you had a poor first experience, if you'd kindly email us at ocado@ocado.com or call us on 0345 656 1234, we'll gladly look into this for you.

Posted 8 years ago

“After receiving a £25 off voucher I thought I will place on order for my little one. I thought to make use of the voucher and order baby follow on milk and baby wipes. The maximum baby milk allowed to be ordered by ocado was 5 and baby wipes was 20. I ordered 5 of each as I thought not only will I save money but also this would save me trips to the supermarket. The next day after waiting for the order, I got an email stating that my order was cancelled because Ocado thought I was going to resell or export!! How pathetic!! How disgusting and actually I feel quite embarassed that I ordered from them! They just accused me when in actual fact I needed the items for my little one. NEVER AGAIN! NOT RECOMMENDED!!!”

Helpful Report

Posted 8 years ago

We're sorry to hear this Rehina, we would really like to look into this further. If you could either Live Chat us through our website or get in contact over Social Media.Our apologies again.

Posted 8 years ago

“I've been using Ocado now for 3 years. Yesterday my toaster broke, and I've been able to get a new one within less than 24 hours. Ocado doesn't only have an incredible selection of fruit, veg, and foods, it also has loads of really useful household stuff! I've bought weighing scales, cutlery and saucepans with them, as well as wrapping paper, birthday cards and candles! I love the fact that on a Friday when I've forgotten to organise my shopping I can still get a slot for the following day, and get foods as diverse as mustard seeds, sambal sauce and river cobber delivered straight to my door, but that all the basics are price matched with Tesco which is great. I often get money-off vouchers in my inbox. The drivers are incredibly helpful and always bring the food right into the kitchen for me. Thanks Ocado!”

Helpful Report

Posted 8 years ago

“Plus sides - very friendly drivers, deliveries always on time and with limited substitutions, and the best range of all the online shops. These are the reasons I keep persevering with ocado. The negatives are that they have always insisted on delivering in brand new plastic bags, which I've never wanted, bag charge or not. As a result of this there is always damaged goods from being rammed in the bags - meat packets opened and leak on the floor, bread that looks like its been used as a punch bag, I've had tins so dented I couldn't open them from one end! They also regularly charge you for bags they haven't sent - my last order I recieved 5 bags (none of which I wanted in the first place!) and was charged for 8. And substitution prices can be erratic. I was substituted a £3.15 pack of chicken with one the same weight priced at £8.65 which is bad enough, but the driver told me as he handed it to me that "we'd be charged the same or less" for the substitute so clearly even their staff had no idea on their substitution policy,”

Helpful Report

Posted 8 years ago

We're so sorry to hear this Ruth, this is certainly not the level of service we would expect and we would really like to make this right for you. please contact us via Social Media, Live Chat, telephone or email and we can help you further. Our apologies again.

Posted 8 years ago

“My first time order delivered this morning by a very helpful driver. Easiest grocery shopping of my life. All products have good dates and nothing is missing. I'm happy 😊”

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Posted 8 years ago

“I have been shopping at ocado for 6 months. yesterday i put another order for next week and in within minutes it was cancelled and i was unable to log into my account. i wrote an email to customer services and they wrote me me back: "Hi Laura, Thanks for taking the time to get in touch with us and I am sorry to hear that your account has been made inactive - I expect this is most frustrating, especially with no clear explanation. I do apologise if any inconvenience has been caused. Unfortunately, due to ongoing problems we have experienced in the area, we have made a business decision not to deliver to this area as the risk of further problems is too high. Once again, I am sorry for the inconvenience caused and I do hope that you are able to find an alternative provider elsewhere. If there is anything else I can do further then please let me know as I am always happy to help. Kind regards, Liam Cowman Ocado Customer Service Team" I'm literally speechless and mad right now.”

Helpful Report

Posted 8 years ago

Goodness Laura, we're so sorry for the inactive account. We can appreciate this could be quite confusing, and we sincerely hope we haven't caused too much inconvenience. These decisions are made by our Finance Team, based on a number of various factors. Of course they're not made lightly, and we're truly sorry for any upset caused. As they are business decisions though we're afraid we're unable to override it, we do hope you can understand. Our sincerest apologies again.

Posted 8 years ago

“best customer service compared to other supermarkets in UK”

Helpful Report

Posted 8 years ago

“Delivery expected for 9.30pm Friday evening and bang! on the the dot! Ocado's delivery drivers are nice and helpful, but this guy was super-nice and very helpful. Can't recommend Ocado enough. Awesome quality of produce and great values.”

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Posted 8 years ago

Helpful Report

Posted 8 years ago

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Posted 8 years ago

This is such lovely feedback Dominika, thank you. If you could email us your email address and postcode (ocado@ocado.com) or let us know via Facebook or Twitter, we would love to share your kind words with the driver themselves. No doubt this will cheer them up! Thank you again :)

Posted 8 years ago

Ocado is rated 4.0 based on 2,641 reviews