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

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

Helpful Report

Posted 7 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 7 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 7 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.”

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Posted 7 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 7 years ago

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

Helpful Report

Posted 7 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.”

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Posted 7 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 7 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 7 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 7 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 7 years ago

“Good service and products. The only issue for me it's the expensive delivery. I'd be the best supermarket out there with their free delivery.”

Helpful Report

Posted 7 years ago

“Brilliant service. Great prices and the app is so easy to use”

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Posted 7 years ago

“Really great service. Great value for money. Brilliant when ordering shopping and delivery. Nothing with a short shelf life. A huge variety. Sensible substitutes and a smiley face. Thank you Ocado.”

Helpful Report

Posted 7 years ago

“Easy to use their website, good choice of items, friendly delivery drivers.”

Helpful Report

Posted 7 years ago

“Delivery supposed to be this evening. Was called two hours before to say that no fridge or freezer items could be delivered. When the delivery arrived also a third of the cupboard items also missing so £30 of a £171 order delivered. Completely no point in using them.”

Helpful Report

Posted 7 years ago

We're sorry to hear this. Unfortunately the trailer carrying our chilled items was stuck on the M25 behind an accident which is why the chilled and frozen goods weren't on your order but it's disappointing to hear that a lot of your cupboard items were missing too. Please can you contact us with your registered email & postcode so we can look into this? Our contact details are ocado@ocado.com and 0345 656 1234.

Posted 7 years ago

“Wonderful products, special offers and I can choose delivery slots.”

Helpful Report

Posted 7 years ago

“Excellent service, good range of products. Bang on time with every delivery and lovely delivery men. Products have good long dates. No silly substitutes.”

Helpful Report

Posted 7 years ago

“Perfect reliable service”

Helpful Report

Posted 7 years ago

“Reliable great choice of products, good offers, great customer service if things are damaged etc”

Helpful Report

Posted 7 years ago

“Great product range, great delivery service - at least the first year while deliveries are free - only slight downside is that they are often more expensive than other supermarkets”

Helpful Report

Posted 7 years ago

Thank you for your feedback Anders, we're happy to see that you're enjoying the service, however, not so happy to read that we may often be more expensive - after all, we all love a bargain! Please know that we price match against Tesco.com, this is called our Low Price Promise, you can read more of this in our terms and conditions. Also, our Marketing team love sharing promotions or bargains with you, so please do keep an eye on your emails for any bargains there! :)

Posted 7 years ago

“Ocado use to be fantastic, convenient with a range of products but recently they have been rubbish, unable to delivery in the timescales they promise and I suspect their customer retention is pretty poor if the idea of a months free smart pass is all they can come up with when they have been unable to deliver 90% of your shops! Such a shame as I cant stress enough how great they used to be!”

Helpful Report

Posted 7 years ago

Hi Lucy, thank you for your review. We're sorry to hear that you've been disappointed with our service recently. We aim to deliver all orders on time and are constantly 'predicting' traffic conditions but sometimes delays are unavoidable. We're sorry that so many of your shops haven't been delivered, this is far from what we expect. Please can you get in touch with your details so we can look into this for you? Our email us at ocado@ocado.com and our customer service contact number is 0345 656 1234.

Posted 7 years ago

“We have purchased from Ocado for a number of years. We were very happy to start with, despite the higher prices than other supermarkets that seemed justifiable for the better service and other selling points (1 hour delivery, good mobile app etc.). Service has steadily declined over the years, culminating with a recent incident that means we will never use Ocado again. We missed a delivery by seconds (the driver rang the doorbell once then sped off into the distance - didn't knock, didn't ring a second time). We received a card through the letterbox saying “don’t worry” they would reschedule and rang the number immediately, but they were unable to contact the driver. They promised to ring us back but never did. After a couple of hours of waiting we rang back, but were told they could no longer re-deliver and would be charging for all “perishable goods”. Ocado don’t use the usual English definition of “perishable goods”, but instead claim it means every item of shopping. It includes all freezer items (kept refrigerated in the van… that’s not perishable). This missed delivery cost us over £50, and mostly because they couldn’t get hold of their drivers and didn’t ring us back when they said they would. The reason the driver didn’t ring the bell twice is the same reason Ocado apparently couldn’t contact him. It is because Ocado increasingly over work their drivers. We've had grumpy Ocado drivers before complaining about the unrealistic time scales they set. Any opportunity to ditch a delivery and charge the customer is taken in a heartbeat. Better than being in trouble for falling behind schedule after all. To make matters worse, we've frequently had drivers being hours later for deliveries or just not delivering at all (while living in both Manchester and Leeds). Again, it’s all part of a declining service. Obviously Ocado places itself as a premium brand and the prices are higher than the other supermarkets. A few years ago that price point was justified. They provided a really excellent service and were one of the only supermarket delivery companies offering a 1 hour slot. The higher price point is not justified anymore. Supermarkets now offer everything Ocado does at a lower price point.”

Helpful Report

Posted 7 years ago

Hi Lewis, thanks for your review. We're sorry to hear that you feel our service has declined in recent years and that you missed your recent delivery. We can imagine the disappointment caused and the driver certainly shouldn't have left immediately. It is stated in our terms and conditions that you'll be charged if we have to cancel an order past the cut-off point but we'll always arrange a redelivery first if this option is available. If you'll kindly email us at ocado@ocado.com or open up a Live Chat through the Ocado webpage, we'll pass on this feedback to the Warehouse Management team at the correct delivery depot.

Posted 7 years ago

Ocado is rated 4.0 based on 2,641 reviews