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

“After an unsuccessful delivery the following happened: Have spoken to a rude customer services person that I would like to have the delivery cancelled, but he threatened me with unreasonable delivery charges. Therefore I would have to agree with rescheduling my delivery, but now the products are unwanted as I have had an horrible experience using Ocado and would never use or recommend it again. I will take the delivery to avoid abusive charges for a service that was not provided and was extremely disapointing. I will do my best to spread my final experience with Ocado in order to prevent other customers from suffering such ruthless treatment. At the end the order was cancelled and money stollen from my account.”

Helpful Report

Posted 8 years ago

We're sorry to hear of your experience with us. This is beyond disappointing and something we want to look into and have resolved for you. If you could call us on 0345 656 1234 or email us at ocado@ocado.com, we will investigate further.

Posted 8 years ago

“Easy to order. Good delivery and delivery guy was very helpful talking me through everything as it was my first time using Ocado.”

Helpful Report

Posted 8 years ago

“Ocado are extremely poor to deal with. They have let us, friends and family down with deliveries on more than one occasion. Their escalation routes are pathetic and their Directors are even worse. They couldn't care less about how their service failures affect customers. We make plans to receive deliveries and on more than one occasion they have on the evening itself called to cancel (post 23:30!). There is no regard to the fact people have stayed up waiting until then. There is no regard to the fact that they are leaving us without things we needed for the next day. When this happens Ocado don't think they should reorganise the delivery and also make it up to you. Instead they expect the customer to call Ocado again to reorder. The call centres are also disorganised as is their Twitter team who are quick to respond with the most unhelpful messages. Their entire service team all the way up to Directors is disjointed and they are just a very insincere company to interact with. One director called me the first time there was an issue which I guess was to demonstrate that "he cared". He assured me lessons would be learnt in the future but the same exact mess happened again. In retrospect this Director was just ticking a box and he probably also did it to make himself better and believe he was they type to get his hands dirty and really interact with customers. My guess is that this was a one off. Nevertheless - box ticked. This time he wasn't so keen to deal with me and in the very end palmed me off to his wider and very generic service team. It's this detachment from the impacts on us the customer that is going to be Ocado's downfall. They don't get it and are pretty arrogant at senior level. I'm disgusted by them and after 50+ weekly shops with them over the years they have lost our custom. Mistakes happen but Ocado and their directors are just arrogant. They make me feel like it is my responsibility to get my cancelled/failed delivery reorganised. They do not make me feel like my order is worth it to them but they really don't want our poor experiences to get out. From speaking to friends and family cancelled deliveries are being experienced by others and the way Ocado handles the aftermath is pathetic. What do I want? Nothing actually. The process should be: Customer places order. Order arrives as organised. If it goes wrong Ocado fix it and make it up to us promptly. Is that not simple enough? Ocado don't get that. If you challenge them or the way they operate in the way I have described they bump you off, put you into a category of "not worth it" and try to sweep it under the carpet. That's the way they come across to me”

Helpful Report

Posted 8 years ago

We are sorry to hear about your recent experience. We are always striving to provide great service to all of our customers so we are sorry for what has happened. If you do choose to give us another chance in future, we are here to help. You can call us on 0345 656 1234 or email ocado@ocado.com if you need any assistance.

Posted 8 years ago

“Great selection of products, with excellent service both at the door, online, and over the phone!”

Helpful Report

Posted 8 years ago

“Easy to use and efficient deliveries”

Helpful Report

Posted 8 years ago

“Always consistent service. Smooth online shopping experience. Occasionally need to watch the dates on perishables.”

Helpful Report

Posted 8 years ago

“Deliveries always on schedule”

Helpful Report

Posted 8 years ago

“lots of delivery times”

Helpful Report

Posted 8 years ago

“Ok for groceries but would never recommend for Ocado branded fruit and veg, it is usually of poor quality and on the turn or completely bruised and damaged as in the case of the last bag of apples I bought, they looked as if they had been kicked around and would never have been purchased by anyone who had seen them in advance.”

Helpful Report

Posted 8 years ago

We're sorry to hear that you have experienced poor quality fruit and veg from us. We will be passing your feedback on to our Food Technology team to investigate as we want to deliver the best produce to our customers. If you could kindly email us at ocado@ocado.com or call us on 0345 656 1234, we can look into this further for you.

Posted 8 years ago

“Always deliver on time. Huge selection of goods Price Checking”

Helpful Report

Posted 8 years ago

“They were doing well until I had a bottle of Gin missing from the order. No problem, I will let them know and they'll refund. No such luck. They claim the delivery driver remembers delivering it. Of course he does! Strangely enough my three bottles of cheap wine were there, my driver is obviously a fan of the hard stuff. Plan to give Waitrose a go instead.”

Helpful Report

Posted 8 years ago

We're sorry to hear this Marc, we'd hope that this was investigated with our Delivery Management team thoroughly before this conclusion was made but if you'll kindly email us at ocado@ocado.com or call us on 0345 656 1234 we'll look into this further.

Posted 8 years ago

“a little more expensive than average, however the service is superb, delivery is spot on time and so far the only one who will help you and deliver right inside your flat.”

Helpful Report

Posted 8 years ago

“Efficient service and delivery. Items all packaged correctly for cupboard, fridge etc. Always clear beforehand if something is not available.”

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Posted 8 years ago

“Very professional. The down side is that they cancel my order on the day of delivery because of my bank blocked the transaction as the bank thought it was fraudulent (first transaction). Had to call Ocada, place a new order and delay my order by 24 hours again (hoping it wouldn't be blocked this time. I ended up losing a discount voucher for free delivery. I wished they did a test purchase at the time I placed the order rather than the day of delivery....”

Helpful Report

Posted 8 years ago

We're very sorry to hear this Annika, this is certainly not the level of service we would expect and we will certainly pass on your feedback to reduce such things happing again. Our apologies again.

Posted 8 years ago

“The widest variety available relative to competitors. Price are slightly higher than the rest of the supermarkets for essentials but the quality is signifiantly higher. Furthermore, the 1 hour delivery slot is easy and they deliver until late.”

Helpful Report

Posted 8 years ago

“The website is easy to use, and best of all, they have a section under offers, and you can see everything that is available, making it really easy to save money. Every driver we have had to our home has been exemplary in their care and attention to delivering the goods and being courteous - Cannot recommend Ocado highly enough”

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Posted 8 years ago

“Love that they do price comparison, fantastic quality and brilliant delivery drivers.”

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Posted 8 years ago

“Everything from start to finish worked beautifully. I dreaded using an online shopping service ...But the website is brilliant, so nice and easy. Thank you Ocado.”

Helpful Report

Posted 8 years ago

“Very poor. Gave me a discount voucher on email so I filled a trolley and entered the voucher code which expired that evening. They wouldn't accept it and when I spoke to customer services they were no help whatsoever. Will not be using in the future.”

Helpful Report

Posted 8 years ago

We're very sorry to hear this R, we can certainly take a look into this further and pass on your feedback to reduce the chances of such an issue occurring in the future. Please email us at ocado@ocado.com, also quote this review and we'll certainly look into this further. Our apologies again.

Posted 8 years ago

“They used to make me happy ... NOW with their New Website... I am not. Why can I not see any Star ratings on goods I have already bought ? Shows star ratings for all other goods. Soo if I want a bottle of white wine.... all the white wine that I have ever bought will come up..... but no star ratings !!! I will have to click on each and every white wine that I have bought over the last 5 years to find out which is now a good buy”

Helpful Report

Posted 8 years ago

We're very sorry for any disappointment caused, we'll certainly pass on your feedback to our Web Team. Our apologies again.

Posted 8 years ago

Ocado is rated 4.0 based on 2,653 reviews