Ocado Reviews 

Having been tempted by their discount offers and having been let down by Asda on some important items we took the plunge and placed an order for same day delivery. It was perfect. We are really happy with their service and they sell products not available on Asda or Tesco so I will definitely have another shop with them.

I’ve used Ocado for years and I mean years but recently their customer service has gone to pot. Their payment system is even slower than normal. When you try and get support once you get past the robot you get someone who not only doesn’t care but isn’t listening, not a great combination. I am frustrated so unbelievably that I cannot keep using them. What happened Ocado??? You used to be so good! Don’t get me started on the missing items from important orders, no you’ve lost a customer, end of!

90% of my two shops have been garbage , very short dated and some things well past their best... Lots of misrepresentation . Mince beef thats crimson and regardless of how long you cook it , even in a pressure cooker it never softens, it is extremely tough .. Radish unfit for consumption , Pierre Koffmann potatoes soft and kind on diseased... Just awful. ill never shop there again.. ..they have just called and a very pleasant man took on some of my comments and gave me a refund so I feel a bit better about the affair

I love this supermarket.
The food is great. The homeware is perfect. There is The drivers are amazing, polite, friendly and helpful.
The communication with the customer is just perfect. I know virtually to the minute when my shopping is arriving.
I can’t understand how people underrate this brilliant service.
Plus those who complain do not share my experience

I find I can easily get the best selection of organic products with Ocado, drivers always friendly, app generally easy to use and rarely product substitutions.

Having used Ocado since early November when I couldn’t drive or carry bags for a few weeks, I was initially impressed at the deliveries being prompt and the drivers being very pleasant and courteous.
They still are in fairness, but there have however been many times I’ve had to request a refund for damaged products and as others have pointed out, meals which aren’t packed with care and are delivered upside down or split packaging and mushed tomatoes which I’ve given up on buying from Ocado which isn’t great. I also received a tinned fish ‘swap’ which wasn’t fair at all being three times the price so I requested a refund for that also.
The M&S ready meals I buy are for my Mum who has Alzheimer’s and so longer sell by dates are important. We don’t really get that with the M&S meals via Ocado. Using a freezer is not an option for her and so we do regularly have to dispose of some meals unfortunately as we miss the eat by date and I have to go to a store to get a couple extra and I also have to purchase individual vegetable packs in the shop which aren’t available via Ocado. A carer goes in to heat up a dinner for Mum a few times a week and so it all needs to be thought out in advance…it’s not entirely working quite frankly and I can usually get better ‘eat by’ dates on the meals when I go in store. Since using the service, my weekly shop costs anywhere between £93-£125 and of course, there are many of the M&S products that are more expensive than in store because of Ocado’s own pricing on them.
I’m currently having a re-think about the service.

Ordered 1 kilo of special tomatoes £14
The picture showed about 10 different ones
Got 4 in total weight 527 grams?
All over ripe
Not happy
Now I have received a email the following day from us
And I see you have corrected this issue
Thank you for your quick response
5 stars

Wow! How can Ocado have so many terrible reviews and keep trading in the same way. I'm super disappointed and will be looking for alternative delivery companies. Not worth payment for delivery when they regularly fail to deliver in the chosen time window. If I select an hours time slot please try and keep to it otherwise something is obviously going wrong as a business model.
Seems ocado can do a LOT to improve their business.

First 2 weeks of ordering on Ocado and I'm really impressed. The prices are not as bad as I thought but where they really excel is in stock availability and selection!

Drivers have been super polite both times and after my first order, I even had a follow up call which I found 'going the extra mile'.

Impressed!

I regularly order from Ocado, usually twice a week, they make my life easier!
Today’s delivery was exceptional lovely, delivered by Sally!
Such a friendly & professional delivery, she’s a great ambassador for Ocado👏🏻🌟

I originally wrote a review here, giving Ocado 1 star. I've been using Ocado for several years, and they've always been very good. But one recent delivery had quite a bit of my shopping missing, which prompted the poor review. However, Ocado were extremely good in resolving this - compensation was given and the missing items were delivered the following day. As it was a rare anomaly, and all previous deliveries over the past few years have been excellent, I've changed it to 4 stars, to reflect my overall experiences. Thank you very much for sorting it all out so efficiently.

I placed an order on Ocado on 20th August (Order No. 1357786901498). My order total was £66.50, but Ocado charged me £68.70 instead. When I contacted customer service multiple times, they claimed the extra £2.20 would be refunded automatically.
It has now been over two weeks, and I still haven't received my money back. To make matters worse, their support team told me to contact my bank myself to sort it out. I simply do not understand why a customer should have to go through all this trouble for a routine grocery delivery.
First of all, they shouldn't be overcharging customers without authorisation. Second, charging for plastic carrier bags when they are delivering straight to your door makes no sense. I have wasted so much time dealing with their frustrating policies over this. While £2.20 is not a huge amount of money, it is the principle—I shouldn't have to lose money due to their mistake. Because of this poor experience and lack of accountability, I will not be using Ocado again.

A crate was missing from the van which meant some of my order did not arrive. The driver was polite & apologetic but more importantly, he assured me that it would be resolved. 5 minutes later, I get a call from Alison R in customer support who offered me the chance to re-order the items to come the next day plus a £20 voucher to make up for the inconvenience. This is the first time I’ve he a problem with them after months of weekly orders & I’m genuinely impressed by their ethics thank you.

After 4 times using Ocado I can confidently say this is my favourite delivery service so far! Each driver has been pleasant and helpful. The bags are colour coded to help with unpacking which makes life so much easier. Deliveries have thus far been within the timeframe I selected. Happy customer and will certainly keep using them.

This Ocado driver decided he didn’t want to wait behind the vehicle in his lane or for a space he just wanted to barge in way into my lane without a care that I was actually there.
Maybe you need to retrain them in how to drive the vehicle and use the correct procedures when need to move over.
If this is how the drive dread to think how the deliver.

Vehicle registration: WN75 OOE
Male, big fat guy, bald head, tattoo on left wrist/arm with chunky silver bracelet on, doesn’t like his picture taken because he knows he done wrong) small beard.
Road: A217 just before 1pm

My first time using Ocado
Great range of products ,delivery
driver was polite helpful and explained how it worked ,Will defiantly order again ,five stars all round .

As ever, so many of the products are 'out of stock.' The service has been gradually deteriorating after the initial good launch and especially during the pandemic.
I VERY MUCH OBJECT TO BEING CHARGED AN ADDITIONAL FEE FOR 'A SMALL ORDER' WHEN MY ORDER IS WORTH IN EXCESS OF AT LEAST £60/70. I rang to ask them how they define 'a small order' and they were evasive and didn't give me a concrete answer. I absolutely HATE using Ocado, especially since it dumped the wonderful Waitrose for M&S, but I am not very mobile and rely on deliveries.

I’ve used Ocado for years. They deliver M&S items as well as thousands of other brands and their own Ocado branded items. If you don’t like shopping Ocado is a lifesaver and so convenient. We have a midweek pass which costs about £4 a month and delivery slots are available from early till late. Delivery drivers are prompt and polite and they all seem so happy!
The only time I had a problem order was one Christmas when my order was cancelled. So at Christmas now I get a slot on around 22/12 of non perishable food and buy everything else locally. Overall, I’d give Ocado a 99% rating. It’s superb.

This is the last time I will use Ocado, after trying to persevere and think that my experiences were just isolated incidents. I recently placed a large £300 order with Ocado, and firstly was shocked that the driver was leaving the items out in the rain, however it wasn’t until I got my items inside that I realised that at some point a whole bottle of rinse aid had spilled all over my shopping. I told the driver and the rinse aid was discounted from tm bill. However upon further inspection, the rinse aid had gotten into everything - pasta, cous cous, vegetables, fruit, meat etc etc. I complained to Ocado straight away and sent pictures. Initially they were helpful - and said that I should not consume any of the shopping, as it was difficult to determine what had been spoiled and what had not. They then asked me to retain the whole shop so that they could collect. However retaining £300 of food in a flat in London with a dog, is really not easy.

I explained that I couldn’t just hold the items and had already had to clean up items and go out and buy replacements as I had guests coming that evening. They then stopped replying to me. Eventually someone said they were taking over my case and was happy to help. This was the only response I had from them. 4 days later they told me that because they couldn’t collect the items I wouldn’t be able to get a refund. Even though their staff told me not to consume the items. And it was due to their neglegence and poor packing of our items that it occurred in the first place. The pasta was so saturated that it had gone soft, clearly signalling that the spill had happened hours and hours before.

Please don’t listen to the performative reply below from Ocado - they have not reached out to me - they have also not replied to any of my emails - it’s a disgrace

I’ve been an Ocado customer for a long time, but unfortunately the standard of packing has deteriorated so much that I’ve now decided to shop elsewhere.

For months, groceries have been arriving damaged simply because of how they’ve been packed. Bread and salads are regularly crushed, herbs are put at the bottom of bags, and fragile items have heavy products placed on top of them. My latest delivery included smashed eggs packed on top of bananas, crushed salads and crisps at the bottom of bags with heavier items on top.

I raised this with Ocado months ago and was told that nothing had changed with their packing and that they hadn’t received other complaints about the issue. I find that difficult to believe, particularly as both my mother and sister are Ocado customers and have separately complained about the same problem.

I’ve also since been told that machines are used as part of the warehouse packing process, which makes the response I previously received even more disappointing. Whatever the reason, there is clearly an issue with how some orders are being packed, and repeatedly refunding damaged items doesn’t solve the underlying problem.

I do want to make it very clear that the delivery drivers themselves have always been great. They are consistently friendly, helpful and professional, and I have absolutely no criticism of them. In fact, a driver has previously commented on having to apologise to customers for the poor packing coming out of the warehouse. It seems unfair that the drivers are left at the doorstep dealing with customers’ frustration over something that is completely outside their control.

Ocado stocks some excellent quality food, which is what makes this so disappointing. There’s little point paying for premium quality groceries when they arrive crushed or damaged because insufficient care has been taken when packing them.

After months of the same problems and no meaningful improvement despite complaining, my mother, sister and I have all decided to stop using Ocado. It’s a shame, because this could be an excellent service if the packing standards matched the quality of the food and the delivery drivers.