Ocado Reviews

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

4.0 Rating 2,645 Reviews

77 %

of reviewers recommend Ocado

Company Reviews

Questions

Metrics

4.0

Based on 2,645 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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Rotten and dented fresh produce. Wasn't able to claim a refund via app as it was was the change over day between old & new website / app for my area. My order was not listed anywhere, disappeared in a puff of smoke. Appalling customer service - made me feel like I was lying when I said I didn't know I needed photos. I have thrown away rotten produce as you don't need it on the app when claiming a refund. Pushed me away as if I was lying! Won't be shopping with Ocado again. Shame I can't award zero stars. I didn't receive a refund but in order to complete the review I had to pretend I did by ticking a box to go forward in order to publish the review!”

Helpful Report

Posted 3 days ago

“The new app is the problem! Since downing loading it a couple of days a go, I am struggling to log in. Usually it opens automatically but I kept being taken an authentication picture part to select items (eg American hydrants or American traffic lights) to try to get to logged in. Although I logged in eventually and saved my password, the following times I have gone to access my order has been very hit and miss. I have been asked to download the new app 3 times now (I did a second time but I'm certainly not going to a third time as irs been done!). I now can't amend my order, citing there is a problem and my order of £200 tomorrow can't be accessed. Before this update, I was using the Ocado old app without any issues. I spend around £200 a month, sometimes much more, but I am reconsidering whether I stay. Really, really frustrating!”

Helpful Report

Posted 1 month ago

“Today I received four free-range chicken legs best before the day they were delivered! Didn’t like the look of them, or the smell. (best before May 19th, delivered May 19th) Had actually given Ocado a second chance, without ordering fruit & veg after having previously received burst and mouldy tomatoes which, ironically were in date, as well as eggs where some were broken. NEVER AGAIN!”

Helpful Report

Posted 1 month ago

“I had such horrible customer service today with Ocado. The driver did not attempt a delivery during my predetermined order time and they had the nerve to suggest that it was my fault. The customer service team indicated that because I did not pick up a call from the driver prior to my delivery slot, I was liable for charges related to perishable items. I was home, and ready to accept the delivery and spoke to customer service who said they could not reach the driver within the predetermined time and had to cancel the delivery because of this. I am absolutely gobsmacked by the poor service.”

Helpful Report

Posted 2 months ago

“Spent 1 hour doing an online shop on Monday for delivery Tuesday. On checkout went to enter a voucher code they had sent me which expires 10/5 but it did not work. I then reached out to customer service who never even apologised and told me that it had expired on the 25/4. I explained it hadn’t then had to leave the chat to take a screenshot of the voucher code. The second customer service representative said it was showing expired at their end and that all they could do was escalate to their Marketing team who should respond in 36 hours! Again no apology that I wouldn’t be able to place my order and no resolution. It’s disgraceful that an organisation this big isn’t able to regenerate a code. I then had to visit a supermarket to do the shop as it was too late to get a delivery with another supplier. I have had no email from them and I won’t be shopping with them again!”

Helpful Report

Posted 2 months ago

“If your order is important or time-sensitive, do not trust Ocado. Ordering from Ocado is a gamble. No matter how far in advance you plan, you’re left waiting anxiously until the cut-off, hoping your order doesn’t suddenly vanish. Grocery shopping shouldn’t feel like a game of chance. I placed a carefully planned order well in advance for a special event, only to have it cancelled minutes after the cut-off – with no warning and no chance to put it right. Here’s the issue: Ocado doesn’t check your payment details until after the cut-off. If there’s any problem – even something minor – your order is automatically cancelled, and by the time you’re notified, it’s too late. In my case, I still don’t know what went wrong. The card was saved to my account (I’d used it for previous orders), and there were sufficient funds. Maybe my bank wanted an authorisation in the app? But it shouldn’t matter. What matters is that Ocado’s system gives you no chance to correct anything. They cancel your order just hours before delivery, and customer service can’t help. I was told I could place a new order, but the next available slot wasn’t until the following day, long after my event. And there was no guarantee it wouldn’t happen again, as Ocado still wouldn’t check payment until after the next cut-off. Senior customer service manager Reece told me this was 'the system working as intended.' That’s what baffled me most. Ocado's system is designed to cancel orders at the last minute, with no recourse – and they’re fine with that. I will never rely on Ocado again unless I truly don’t care whether the order arrives. But with groceries, that’s almost never. I’m sharing this so others don’t get caught out like I did. If you need your delivery for a specific time or occasion, don’t take the risk. I used to recommend Ocado – now I will warn people to think twice.”

Helpful Report

Posted 2 months ago

“Driver turned up and couldn't deliver fresh goods- he had informed his manager chiller was broken before dispatch at 4pm- his manager said that he knew about it this morning but sent him out anyway. No one contacted me the whole day despite my delivery being at 8pm. That poor driver was left to it by his manager at the depot who expected him to pickup with customers last minute, irate- rather than giving them a call to give them a heads up so they could make other plans. I've been left with no dinner for myself, and nothing to feed my kids tomorrow. Customer service team worse than useless at resolving anything also- apparently impossible to get anyone to me tomorrow. Terrible service all round- sure things break but for the manager not to have called customers so they could make other plans is unacceptable.”

Helpful Report

Posted 2 months ago

“Terrible company ... Placed an order to be delivered one evening ... Charged 99p because it was late .... Only to find they had changed the price to £1.99 , as some items were out of stock ... So the order went below £75 ... Now this was not shown on the website .. But careful ordering from this company ... I sure will not be using them again”

Helpful Report

Posted 2 months ago

“Extremely disappointing service and zero accountability I had been a loyal Ocado customer for a long time, spending over £300/month and receiving dozens of successful deliveries — until one evening when a driver refused to deliver my order. He claimed he couldn’t find parking and that delivering to my door was a "risk". This was a complete lie. I live in Liberty Place, a gated residential complex with plenty of free parking and easy access, confirmed by every single Ocado driver before him. Instead of investigating properly, Ocado sided with the driver, ignored my feedback, and hid behind vague excuses about "risk assessments". Despite multiple emails, including photos and explanations, they refused to admit fault or offer any real solution. They repeatedly dismissed my concerns and ultimately made it clear they weren’t interested in keeping a loyal customer. Due to this terrible handling of a simple situation, I’ve asked them to permanently close my account and moved to another provider. Ocado clearly does not value loyalty or take responsibility when their drivers don’t do their job.”

Helpful Report

Posted 3 months ago

“avoid this company they don't respect people”

Helpful Report

Posted 3 months ago

“Awful customer service. Rotten produce and no resolution. Avoid”

Helpful Report

Posted 4 months ago

“I had a text saying my order was next stop on the driver’s list. I waited for an hour after the time Ocado gave and then found a text saying it had been cancelled. I had ordered the food for dinner guests arriving that afternoon. Whatever problem the driver had - van broken down? Who knows? - Ocado should have sent another van out to deliver the orders. Not a good way to welcome a new potential customer. I’ll go back to Asda, thanks.”

Helpful Report

Posted 4 months ago

“Drivers turning up early - outside of my prebooked delivery time Ocado, Avonmouth in Bristol - Drivers turning up outside of my prebooked delivery time and refusing to redeliver. I book a time slot for my convenience, not the Ocado drivers. Finally when i get through to the helpdesk, the very rude Manager informs me the order has now been cancelled by the Ocado driver and i will have to go online again and do a whole new booking. Absolutely discusting! So i popped to my local Waitrose. I'll never use this bunch of cowboys at Ocado ever again. What a waste of my time.”

Helpful Report

Posted 5 months ago

“I was shocked by the dangerous driving of an Ocado van driver on Royal Windsor Way on 8th February at 1 PM. The driver was speeding, driving recklessly, and honking aggressively. To make matters worse, he was shouting and swore at us, despite the fact that I was with my two small children. This behaviour was completely unacceptable and unsafe for other road users. Ocado should take immediate action with this driver.”

Helpful Report

Posted 5 months ago

“All, my, shopping, was, urinated, on, all, my, food, is, disgusting, but, I, have, to, eat, it, because, I'm, poor.”

Helpful Report

Posted 6 months ago

“And the worst customer service of 2024 goes to... OCADO! Absolutely rubbish. Had an order placed for about 10 days and then cancel the night before (1 week before Christmas). Apparently card issues but doesn't seem to be issues with any other companies. Why not message to say there is an issue before cancelling? Obviously no slots now and customer service uninterested in helping. There advice is to "place an order on the next available day". Very helpful. First experience with these and my advice is to stay well away from these cowboys and go to a proper supermarket. Never had anything like this elsewhere and whenever there has been an issue the likes of Sainsburys have been helpful and keen to resolve any issues. You've been warned!”

Helpful Report

Posted 6 months ago

“It's been 2 years since I closed my ocado account after a driver made false allegations about me as an excuse not to deliver. Initially I was upset but I have never looked back. Gone is the stress of wondering whether or not your order will be delivered. No more produce that's on the verge of expiry. And the Weleda shampoo I always paid £8 for is on Amazon for £5. Really enjoying the fact I'm saving money whole NOT supporting ocado. Feels oh so good.”

Helpful Report

Posted 8 months ago

“One morning taking me my son to school where I line crossing the pedestrian and a driver nearly ran me over and bearing in mind am heavily pregnant n had my toddler with me .The driver never stop to asked if I was okay or nothing just drove off and I took a photo of the reg and call and make a report and the satisfaction out of this was not good at all why run a company and can’t provide a proper service to the public not in even a manager could of take of the phone with a apology is the customer service representative saying sorry. I will be taking this case further .”

Helpful Report

Posted 9 months ago

“Not fit for purpose. Deliveries late or cancelled without letting you know. Ocado is unreliable and not worth the smart pass payments, high prices and big overnight price rises.”

Helpful Report

Posted 11 months ago

“everything's 30% or more expensive than other supermarket. not an issue, you'd expect a great service, but not when drivers turn up out of slots. one driver showed me his device and he was booked out of the slot, they don't care what you pick, they just squeeze as much as possible. milk leakage all over one box (out of two), so half the shopping was compromised. heavy stuff packed on light stuff. driver said they only have 4 minutes for deliveries, so no surprise they barely give you any service, jsut hand you the bags and go. tesco is much better, good customer service, reasonably priced too. rang customer service on 3 different days, 3 different people, they all use a script and tell you they'll call you back. no one ever calls back. dreadful company”

Helpful Report

Posted 11 months ago

Ocado is rated 4.0 based on 2,645 reviews