Ocado Reviews

Name: Ocado
Address: 3 Bishop Square, Hatfield
Rating: 4.02

4.0 Rating 2,666 Reviews

77 %

of reviewers recommend Ocado

Company Reviews

Questions

Metrics

4.0

Based on 2,666 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

“I truly appreciated how quickly my concern was taken seriously and resolved to my satisfaction. Ich habe es sehr geschätzt, wie schnell mein Anliegen ernst genommen und zu meiner Zufriedenheit gelöst wurde.”

Helpful Report

Posted 1 month ago

“i live in a small block of apartments with its own small private car park. all the residents take pride with the outside of the building including the tidiness of the car park. one of ocado vans was delivering to one of the apartments. when the driver, who had parked in the car park, had done his delivery, he came out, made a phone call and smoked a cigarette, after he had finished the cigarette, he then threw this cigarette end onto the car park floor and stood on it. i was sat on my balcony at time and saw all this so i asked him very politely if he could pick the cigarette butt up and take it with him. he refused and said he would not do that, and drove off being rude. very poor driver and suggest re training, it certainly reflects badly on ocado, i would never use that company for a delivery, which i do occasionally so sad. very poor standard of driver.”

Helpful Report

Posted 1 month ago

“I sincerely appreciate Mrs. Zamora Lisette for her dependable support. She resolved my withdrawal issue promptly and ensured the entire process was smooth and stress-free.”

Helpful Report

Posted 1 month ago

“I had been dealing with a frustrating problem for days, unsure of what to do next. When I finally contacted Robinson and team, they stepped in with fast, clear, and steady support. They explained everything in a way that made I sense and never made me feel overwhelmed. Their patience and professionalism truly made a difficult process much easier.”

Helpful Report

Posted 2 months ago

“There team demonstrated exceptional transparency, responsiveness, and support throughout the entire process. They guided me through each stage with clarity, transforming what initially felt overwhelming into something completely manageable. I greatly appreciated their honesty and open communication. I would confidently recommend them to anyone in need of reliable, trustworthy assistance.”

Helpful Report

Posted 2 months ago

“We ordered a toy. The first time it was missing from our delivery because they could't find it. So we reordered it the following day and it was missing again despite the website showing it was in stock. Not a truthful company.”

Helpful Report

Posted 4 months ago

“I used to use ocado regularly, but since the website changed I have found it s nightmare.To try and tempt me back they sent me a twenty five per cent voucher. I made sure I knew exactly what I wanted to buy and all was well until the payment page.I could find no option to enter the voucher code I tried the chat bot for support, that didn't open up so I tried phoning, after waiting nearly half an hour I gave up.The changed to the website are awful and the customer service good if you can manage to speak to anyone.A massive deterioration since I started shopping.I have finally given up, will not put myself through that again”

Helpful Report

Posted 5 months ago

“One morning, I logged into my investment dashboard and noticed something wasn’t right. A potential security breach. My heart sank. Every second felt like an hour. I’d worked too hard to build this portfolio, and now everything was at risk. That’s when URF proved why they’re the only name I trust when it comes to cybersecurity. I reached out immediately, and within minutes, I had a dedicated team assessing the situation. No scripted responses. No bouncing around from department to department. Just action. They identified the breach fast — faster than I expected — and immediately moved to contain and resolve it. But they didn’t stop there. They walked me through every step, explained what happened in plain language, and put multiple layers of protection in place to make sure it never happens again. Their professionalism, speed, and transparency gave me something no one else could: peace of mind.”

Ocado 1 star review on 22nd November 2025

Helpful Report

Posted 6 months ago

“I recently bought a loaf of sourdough via Ocado and was shocked to find a very long hair baked into it. Understandably disturbed, I contacted customer service straight away. While I appreciated the initial back-and-forth, the final resolution was disappointing. I was offered £10 — barely twice the cost of the loaf, which itself was almost £5. That amount felt more like a token than a genuine apology. More concerning was the complete silence from Gail’s — not a single word of apology or acknowledgement from the bakery itself. For a brand that positions itself on quality and care, this lack of accountability is really disappointing. Needless to say, I won’t be shopping with Ocado or Gail’s again”

Helpful Report

Posted 6 months ago

“missing item.....not informed of substitutions and always charge for too many bags”

Helpful Report

Posted 6 months ago

“I never expected to encounter such a reliable team — their support turned a stressful situation into one I could finally overcome”

Ocado 1 star review on 29th September 2025

Helpful Report

Posted 7 months ago

“Scammed? Paradigm Recovery Firm Has You Covered”

Helpful Report

Posted 8 months ago

“Frozen Account? Alpha Recovery Fixed Everything!”

Helpful Report

Posted 8 months ago

“Despite raising multiple complaints and explicitly selecting the option to separate meat from other items, Ocado continues to ignore basic food safety and hygiene. Bags are consistently overloaded, and raw meat is thrown in with milk and fruit — a clear contamination risk. This isn’t a one-off. It’s happened time and time again. Even drivers admit the situation is getting worse and that they have no control over how orders are packed. It’s clear Ocado no longer cares about customer concerns or quality control. I’ve given them more than enough chances, but I won’t be continuing as a customer.”

Helpful Report

Posted 9 months ago

“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 10 months 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 11 months 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 year 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 1 year 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 1 year 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 1 year ago

Ocado is rated 4.0 based on 2,666 reviews