Ocado Reviews

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

4.0 Rating 2,649 Reviews

77 %

of reviewers recommend Ocado

Company Reviews

Questions

Metrics

4.0

Based on 2,649 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 3rd 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

“On the whole, the Delivery drivers are polite and all ask where the shopping needs to be put. Substituted items are mostly acceptable and the delivery driver always makes sure I am aware and happy with the substitution. Packing can be less reliable with some bags being packed very full and piled which squashes liquid containers, particularly milk. The free gift and other try out freebies are a nice touch! Deliveries are made in the allocated time slot. Overall a good and convenient service.”

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Posted 10 years ago

“Ocado is an excellent service. Their delivery drivers provide an impeccable service. They will phone you if they are going to be late, or early, and offer an excellent all round service. The food is always top quality with a no quibble returns quality. Everything has a long shelf life and is what you would pick yourself from the store. I wouldn't hesitate to recommend Ocado and would never waste my time in a supermarket with a trolley again when I can have it brought expertly to my hall, or even my kitchen if I ask.”

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Posted 10 years ago

“The best online supermarket. Great variety of products, rarely substituted and great deals. They always provide a faultless service with drivers who are all a credit to the company. Can't fault them.”

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Posted 10 years ago

“Efficient, helpful, easy and plentiful”

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Posted 10 years ago

“Don't know where I'd be without Ocado! Keep up the good work.”

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Posted 10 years ago

“All fantastic - always on time, lovely drivers, efficient and trustworthy.”

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Posted 10 years ago

“I have regular Ocado deliveries and they are usually very good. Any problems are dealt with quickly, and there are few substitutions”

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Posted 10 years ago

“Always had a first class service over the many years I have been using Ocado, Tried all the other big name supermarket online shopping services and none come close on quality of goods supplied or price.”

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Posted 10 years ago

“Excellent website, friendly drivers and very few substitutions or missing items. By far the best online supermarket!”

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Posted 10 years ago

“The product selection, website and delivery are all absolutely great. However, the packing is absolutely awful. We have had Natoora tomatoes (£6) squashed under a whole raw chicken and very often we get bread rolls or loaves of bread squashed under baked beans or jars of passatta. I feel really strongly that raw meat, especially poultry, should not be packed with dairy or raw fruit and veg and it shouldn't take a genius to realise that baked beans should not go in with bread or other delicate products. Its really really annoying and your packing should be looked at more closely. Other than that one thing I am generally happy.”

Helpful Report

Posted 10 years ago

Goodness Eloise, it's shocking to hear that you have received tomatoes which have been crushed under a whole raw chicken, this is certainly not condition that we'd expect your shopping to arrive to you in, and we're very sorry for the disappointment caused to you. We understand your frustration and we're very sorry. We have investigated the heat-sealing process for raw meat and fish products, and have found that it has been extensively developed, improving the safety and resilience of the packaging. We are 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'd be happy to pass on your comments to our management team so that they are aware of this.

Posted 10 years ago

“I find Ocado very good on the whole and most drivers are friendly and courteous but not all. I have found that it is best to have a smaller order and more often because some drivers will stuff one bag into another bag and so on so as only to walk up your driveway once. Therefore goods get damaged and is not only a waste of money but so annoying. Some have no regards for the goods inside and I can always tell when I am going to have a bad delivery as soon as I meet the driver. Countless times have I had bags of potatoes on bread or biscuits and bleach in with the fresh food leaking. I know it was never originally packed like that. However a lot of the drivers are delightful.”

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Posted 10 years ago

“I have been using Ocado for my grocery deliveries since 2002. The service is excellent and very few substitutions, on average about one every two months, The website is easy to use and a great range of products. Ocado is quite simply the best at what they do!”

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Posted 10 years ago

“Very happy with the service and the website is incredibly easy to use. Delivery has been great. On time 99%. Packaging wise, it would be brilliant if the raw meat/seafood are packed separately from vegetables and fruits. I did get couple of broken packets of chicken or fish where the liquid leaked out and I had to throw away the fruits/berries packed together with them or end up washing the packets of salad/vegetables!”

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Posted 10 years ago

Delighted to hear that you're enjoying the service Serene & that you've found the website easy to use as this is what our aim is, We're always looking for new ways to making shopping that much easier. It does sadden us though that you've received some damaged chicken in your shopping as this is not the condition that we'd expect your shopping to arrive. We want to take a look in to this further for you if you can email ocado@ocado.com with www.reviews.co.uk in the subject line.

Posted 10 years ago

“I lead a really busy life with a busy work schedule and a family to feed. We also entertain a lot. All this would be much more difficult without Ocado. It's easy and reliable. I have been shopping with Ocado for many years. The quality of fruit and veg is excellent. I spend less shopping online then I do when I went shopping to the shops.”

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Posted 10 years ago

“I've been using Ocado since day 1 and find it very useful. Brilliant customer service and very polite drivers. The packaging of the carrier bags has always been somewhat random, some very heavy squashed bags, including bread, and some bags with just one small light item in it! Generally a very good company, with polite staff.”

Helpful Report

Posted 10 years ago

Hey Pauline. It's fab to hear that you've been with us since day 1 and that you've been enjoying the service. It saddens us to hear that the packing of your shopping has been random. This should not be the case and we're very sorry for any disappointment or inconvenience caused. We do hope that you can forgive us and we promise we'll try much harder.

Posted 10 years ago

“Always on time. Cheerful and professional delivery drivers. However, when my yearly delivery payment runs out I would like to revert to paying as and when I have a delivery.”

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Posted 10 years ago

Woohoo, we're delighted to hear that you've been enjoying the service as it's always our aim to make shopping that much easier. We completely understand that you'd like to be able to pay for delivery as and when you need the order, Sadly our delivery passes do automatically renew, but we'd be happy to take a look into this for you. All you need to do is contact us via either Twitter, Facebook, email on ocado@ocado.com or phone and we'll see what we can do for you.

Posted 10 years ago

“I love Ocado! I absolutely hate going to the supermarket, it is a monumental waste of time. I hardly ever have any missing items or substitutions. The produce is always really fresh, in good condition and the receipts are done in date order which makes menu planning really easy. The drivers are always friendly, polite and helpful. I live in a hard to reach property and they never make a fuss about the lack of parking or about having to bring my shopping up two flights of stairs. I cannot recommend it more highly.”

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Posted 10 years ago

“I have been shopping at ocado for a few years. The service is excellent my one dissatisfaction is that the sell or use by date on fresh food i.e. meat chicken is within a couple of days just with it would be at least 4 days. If you ever need a refund leaking bottles,squashed bread etc no problems and if the driver is running late you will be notified. I would certainly recommend this on line shop.”

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Posted 10 years ago

Hi Lynn, we're really sorry to hear you are disappointed with the life of product you are receiving. We can assure you all product will always be within the life guarantee as stated on the product on the website. This means you are able to plan your meals ahead as you would know the number of days products will be fresh for as per the time advised on the website. We completely understand how frustrating this must be and so we will of course pass your comments on regarding this. Apologies again.

Posted 10 years ago

“Easy to use website.... Helpful delivery drivers... Excellent customer service.. Great value.... Good competitive prices.... Ocado makes my life so much easier... I would highly recommend them .”

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Posted 10 years ago

“Always reliable - they even made it through heavy snow with my Christmas delivery one year. Nearly always within the hour slot, very rarely late. A good choice of groceries, reasonably priced and the 'flash sales' at the end are a bonus. Very rarely is anything substituted or missing. Courteous drivers. Everything you could want from a delivery service.”

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Posted 10 years ago

Ocado is rated 4.0 based on 2,649 reviews