Reply from Ocado
[REPLY]
- Reviews (121)
- Vicki Clack
- 1 Review
Variable packing and arrogant customer service
For several years I have been a loyal Ocado customer, not minding the fact their their packing is sometimes a bit iffy and that as a result there are certain items I gave up ordering (e.g. mangoes) or accept as a bit squashed (herbs, salad leaves) under heavier items. This used to be outweighed by the pluses - including lots of choice, 1hr delivery slots and infrequent substitutions. However, their customer service is unbelievably arrogant. In the last couple of years they have twice brought forward my order cutoff time by an hour or more and when I was then caught out unable to edit an auto-generated order their response was "well, we send you a text every week with the cutoff time'" (they seriously think customer's read the usually identical text every week with the cutoff time at the bottom??!!). Their representative wouldn't accept that the fact that I had missed the change indicated they should be doing more to notify customers - I was just wrong. It makes my blood boil to think that this could happen to me again in the future because they refuse to accept that they could communicating better.
- Mark Ryan
- 4 Reviews
Terrible customer services, didn't deliver items in my order
Will never use this company again, wish I could rate them less than 1 star, failed to deliver my item on order and then wanted me to pay additional costs of £80 to re-order the item they missed, hand to ring customer services but they were very rude. I will be avoiding this company in the future.
- Jase Goddard
- Beeston, GB
- 4 Reviews
Absolute Rubbish, THEY are LIARS and scammers and a total rip off!
Ordered an item over a week ago for delivery today, turned up and the driver said it's missing or out of stock, rang customer services for some sort of update they were quite rude. will deffo not go near this company ever again, really really poor service.
Update : Customer services told to re-order the item they didn't deliver as they did really have it in stock afterall, guess what though the price now increased by a whopping £80.
They must be joking!
- Gareth
- Chorley, GB
- 3 Reviews
Awful Use By Dates - Will Never Use Again
We were enticed to use Ocado because we purchased an appliance which came with a money off voucher (although we had to spend £80 to use the voucher!). Our delivery arrived at 9:40PM on Sunday night and the bread products in particular (we're talking hovis loafs and pre packed branded baps, not fresh bread), has a best before date of the day they were delivered and the following day (i.e. 2.5 hours after delivery). The fruit we ordered was a best before date of the Tuesday as did the fresh meat.
This is a prime example of why online grocery shopping with NEVER work - it's just a convenient mechanism for these shops to farm off their end of life crap on customers that don't have time to go to the shop.
We will never use Ocado again and will stick to the likes of Asda!
- Anne
- 1 Review
Beware the substitute pricing!!
If Ocado substitute your item with one that is on offer, they won't give you the offer price as you "aren't eligible"!! You have to pay full price as it is a substitute. Whereas if you had ordered that item you would have got it cheaper! Where is the logic in that? If they give you something you don't particularly want, you have to pay more than if you wanted it! Dreadful customer service that is. Go to Waitrose Deliver. They give you the substitute item at the original item price or lower. So if the item substituted is more expensive than the one you ordered you get it cheaper!!
- Emma
- 2 Reviews
Terrible on Use By Dates and Don't Post Negative Reviews
I've been using Ocado for years and I always thought they were great but during the last 12 months I would say their service taken a serious down turn. I am a Pass holder (although I now regret buying a pass) and whenever I use Ocado for my weekly shop, the expiry/use by dates on the food is always extremely low and often well within the 'guaranteed' shelf life. Last time I ordered I received my delivery on Friday evening and had a chicken that went out of date on the Sunday. This is far from a rare occurrence, so much so that I have stopped buying fresh food from Ocado.
I have also noticed that on the two occasions that I have written negative product reviews, they have either not been published, or have been swiftly followed by a positive review. This in itself would not have been suspect, but both my negative review and the following positive one both went live at the same time and the quick to follow positive review said 'don't believe the negative one below'. How would a genuine reviewer have known what I had written when it was not visible/live on the site and both reviews were published at the time! I also noticed that the language used in several of the positive reviews, seemed to indicate that they were all written by the same person (serious over use of the word 'yummy'!).
In short, Ocado, you are seriously letting the side down. You've clearly ridden on the back of Waitrose's good reputation and are failing to deliver the service that customers expect.
- Chris
- 3 Reviews
Not the expected experience!
I have just received my first order from Ocado, having previously used Waitrose
Ordering was easy, and texts received re delivery.
Unfortunately it arrived 45 minutes early. I was not at home and my husband duly accepted same. When I got home I checked the paperwork to find quite a few items with very short shelf life. As they give a guarantee next to items I was surprised. Contacted their customer service department to be told the the number of guarantee days INCLUDES the day of delivery! I have never heard such rubbish! This is not stated on the website and so is a deliberate way to mislead customers.
Had I been at home I would have given the items back to the driver.
I will never shop with them again!
- Peggz Ross
- Berks, GB
- 2 Reviews
First class weekly shop experience
I switched to Ocado (from Waitrose.com) about a year ago and haven't looked back.
Ocado is incredibly well organised! I've never had any missing items nor substitutions (who's got the time to keep chasing up picking errors almost every week?).
I receive countdown texts reminding me how long I've got to make further changes to my order... texts confirming whether there are any unavailable items (there haven't been any)... texts confirming the name of the driver and the reg plate number of the van...!
The drivers are as chirpy as Waitrose's.
Ocado's iPad app makes ordering very quick and easy.
Best of all Ocado stocks most of Waitrose's products. Keep up the great work, Ocado :)
- caroline
- 2 Reviews
Painless shopping
We love this. Too many hours spent trailing round supermarkets with unhappy children have been replaced by 10 minutes of mad activity when the order arrives. After 6 months of deliveries we've only ever had one substitution and the drivers couldn't be more helpful. They walk all the way to our front door carrying quite heavy things and, if they can deliver early, they ring to ask first. The food is always incredibly fresh, having not sat around on shelves in supermarkets but instead coming straight from the distribution centre. The website is also good, allowing changes to orders and making sensible suggestions about things you usually buy. The current free delivery makes it even better.
- 1katya
- London, GB
- 6 Reviews
Very good service
I back up my Waitrose shopping with buying Waitrose products from Ocado online. I have very little to complain about, and can only say that the delivery men are extremely helpful, courteous and efficient. Deliveries turn up when they are meant to, they send messages beforehand, and I rarely have any complaint about the products. In my opinion, they are certainly superior in service to Sainsburys, and I can buy better quality products through Ocado which I can't find any where else. I have never had any problems with refunds when there's been a problem with an item, and I have never had any hassle with Nectar points or failed deliveries/ being passed from one manager to another/ calls not returned/ as I have had with Sainsburys. I shall carry on shopping with Ocado, with the odd order to other online supermarkets.
- Claire Harman
- Guildford, GB
- 3 Reviews
OK, just be careful of short expiration dates!
Very disappointed with Ocado with my recent delivery. I ordered bread, bananas and 1 kg chicken for the 26/01/2013 which I found expired on the 28/01/2013.
I emailed Ocado and I received an email back explaining that the day of delivery counted as a day. Even though this arrived at 8.30pm! Apparently Ocado deem this to be 'acceptable' and did not refund my money as a customer, however, I do not! I have lost my trust in Ocado and will not be using them as they obviously they do not value their customers!
I had another problem recently with a delivery driver putting a 'you were out' card through the door when we were actually at home. This happened to be birthday shopping for my partner, which really messed up his birthday as he had to spend over an hour on the phone sorting re delivery and kept getting cut off. However in this instance we were offered a £15 voucher so I had given Ocado a 2nd chance. I wish I hadn't bothered! I won't be shopping with Ocado again. On reflection they did refund the chicken but that was because the individual packing had burst leaving chicken mess everywhere.
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- Lee Wills
- London, GB
- 1 Review
Terrible Customer Service
Delivered something which was faulty; i ordered it because i needed it.
Would not rectify the situation.
Very rude and dismissive staff. Will not be dealing with this company again.
Stick with a proper supermarket.
- Julie Suffolk
- Macclesfield, GB
- 13 Reviews
Streets ahead of the competition
I have been ordering from Ocado for almost 7 years now and have only ever received 2 deliveries late. In stark contrast to Tesco (whom I shopped with for several years previously) they are reliable, goods are rarely unavailable, substitutions (if any) are appropriate, and any damaged or missing items are refunded promptly and without question.
The quality is generally excellent too. Very occasionally some fresh fruit or vegetable items may not be totally perfect but in my opinion, if I am going to save myself heaps of time and effort by entrusting a third party with my shopping then I am happy to accept that. If items are seriously damaged or unusable then I can easily get a refund - where's the problem with that?
Well done Ocado!
- Karen Smith
- 2 Reviews
Time wasting and inconsistent with deliveries - check you list
Ocado - missing items, nearly every order.
Our products included ROTTEN apples of which I sent a photo back and I was refunded the amount - but they wanted me to contact them with product numbers and batch items and whatever - like I work for them. I'd already thrown the packaging and rotten apples in the bin - you'd think they'd have the bar code numbers on their system??? Some of the food is well below par for a Waitrose supplier. They were reluctant to refund us for an advertised two for one offer as we only received one of the items. They are TIME CONSUMING - never get it right. We're trying Sainsburys. Had enough!
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- Sian Evans
- Wendover, GB
- 4 Reviews
I Love Ocado :-)
I have 4 children and a hungry hubby so you might understand how much shopping I have to do and how much of a mission it can be to do that shopping. For the past 8 months I have pretty much had a delivery every week from Ocado as I signed up for the delivery pass so I'd say 20-25 orders now. Completely qualified to give feedback I'd say!
Ocado have never once been late (a few times the driver has called and asked if he can come early!) and one hour delivery slots are definitley a plus point. Bags with the green handles are for the freezer so I can always pick out what needs putting away first. Genius!
The iphone app is amazing - that is how I order every week and it's so convenient that I can use this app to do my shopping wherever I am.
I can very often place an order for delivery next day - and then edit it right up until the evening. Very handy for adding things as I go.
Customer service agents are all helpful and friendly - not once have I felt my reponses to queries/small issues have come from a robot. I did have a moan recently as I wasn't aware the delivery pass scheme had a 'minimum term' but I'm happy to commit regardless, I just wish it had been a bit clearer at the time I signed up.
I received a £3.67 voucher last week as my order was not cheaper than if I had gone to Tesco, which is what Ocado claim. Only a few pound but I certainly haven't got time to compare my basket so I'm glad someone else has!
Quality of food between ocado's own and waitrose essential brand is far, far superior to tesco/asda own brands and there are some amazingly gorgeous hidden gems (try duck breasts in plum sauce £5 for two - out of this world!)
All in all, for the amount of orders I have placed and the amount of money I have spent, very few substitutions, very few problems and very little to complain about. I hope they can keep it up!
- Ashokkumar Arjunan
- Coimbatore, GB
- 4 Reviews
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- Sam Earl
- London, GB
- 1 Review
Excellent service I will be using them instead of Sainsburys from now on.
This is the first time I have written a review online but I felt this is justified. I had an excellent experience with Ocado saving £20 on my first order. Everything about the service was very professional. I even received a text message to let me know the name of the driver and confirm the time of the delivery and the Registration of the vehicle.
All items delivered were correct and they even suggested taking the bags to recycle. I think there has been a lot of negative press about Ocado with an IPO 180p per share I can see why. And the target of some greedy traders shorting the shares for an xmas pay out. Currently trading at around 60p I think this business is totally undervalued. Watch this space I think Amazon, Morrisons or another big retail outlet could buy this and transform it into a major player. I will be shopping with them again without hesitation. I remember the dark days of Amazon in period of 2000-2003 and look at them now.
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- Wei Liu
- London, GB
- 1 Review
good for fresh food
had my first purchase with ocado, their range is pretty decent, especially the fresh section, things like icecream/meat, can't imagine how they can delivery frozen/fresh!
As a regular online shopper, the only down side for ocado is their pricing on household products may not be the best, I can possibly buy up to 50% cheaper elsewhere(e.g. Amazon), but ocado has a much accurate delivery slot.
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- Erika Clark
- 1 Review
Love Waitrose, Hate Ocado!
I shop at Waitrose and really like the experience and their products- I thought I'd try Ocado for convenience, I wish I hadn't!
My first delivery was cancelled due to an issue at the Warehouse, I only found this out as after waiting til the end of my delivery time I thought I'd check my emails to ensure I had the right time and I found an email in my junk mail saying that my delivery had been cancelled- there was no phonecall and I only had 1 hour until friends were coming round for dinner so I ended up having to get a takeaway- not impressed!
However, I understand problems happen outside of peoples control and their customer services were apologetic and offered me a voucher. I rebooked my delivery for the next day.
When it was delivered a raw chicken had been packed in with grapes and cooked ham which I wasn't impressed with- not at all hygenic. Also I had ordered a dessert for our Sunday roast but this wasn't delivered and there was no alternative offered so I ended up having to go to my local shops to get pudding!
I thought I'd try them again but the delivery is now an hour late - I had a phonecall from the delivery driver but this doesn't make up for the fact that a 3rd occassion they have been pretty useless.
In future I'll either get in the car and go to Waitrose or use the Sainsburys delivery which seems much better.
I don't recommend them at all!!
- Robert Palmer
- Gloucester, GB
- 4 Reviews
I really DON'T Rate This Company
Decent produce and prices but they just can not deliver on time. Last week 90 mins late this week 2 hours late. Customer services are jammed and everyone blames someone else. Back to Tesco for me - the quality may be lacking but at least you get to eat!
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- Autumn Phoenix
- Penzance, GB
- 3 Reviews
Best Online Supermarket
We have recently starting shopping with Ocado and are very impressed so far. Although we have had a couple of broken eggs and a couple of substitutions - upon phoning customer service they have refunded the eggs and corrected the pricing on the substitute. The deliveries have all arrived in time, with a friendly and helpful driver who takes the shopping to the kitchen if you wish. The fruit and veg were all very nice and well in date, so all in all very happy indeed.
We have previously used both Tesco and Sainsburys but find that their fruit and veg are not good quality and run out of date within the next day or two. With Sainsburys, the substitutions were so many that we had to go to a supermarket in addition to paying for the delivery.
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- Angela J Veysey
- 3 Reviews
I REALLY rate this company!!!
In the past I've used Waitrose (always out of stock of loads of stuff), Sainsbury's (always late!) and Tesco (surly drivers). I had used Ocado a couple of times in the early days but was unhappy with their limited product range and that I could only buy certain items in multiples which I could buy singly from the others. So after swapping and changing for a while I finally settled on Tesco and stuck with them for several years, the drivers never got any friendlier and I HATED the two hour delivery slots - but at least they were the cheapest! A few months ago I received a discount voucher from Ocado and decided to give them another go, SO glad I did! All of their drivers are lovely, they're always on time and they deliver to my kitchen without having to be asked, I LOVE their one hour delivery slot, and their product range is VAST(and especially good if, like me, you can't resist the luxury ranges). If I had to make one small criticism it would be that I still can't buy (e.g) one lemon or one red pepper, I can live with that given all of the other advantages. I just can't understand why they're struggling so much - everyone should use them!!! They're not as pricey as you may imagine either. Give them a go, you won't regret it!
UPDATE - I've revisited this review to add yet another benefit that I'd forgotten to mention, their special offers are valid for the order date NOT the delivery date as the other supermarkets are. This means that if an offer expires the day before your delivery is due you still get the product at the cheaper price so long as the offer was current on the day that you ordered.
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- Max Hale
- Swindon, GB
- 3 Reviews
Excellent organic choice with professional and cheerful van drivers
we've used Ocado for about 18 months or so. One of the reasons is that they sell Waitrose organic products and secondly we felt their website ordering system was easy to navigate. We then got onto a roll as they used to send us discount codes if we ordered either during a set period or on a total order threshold.
They seem to have grown from strength to strength as their deals on deliveries are good and certainly their deliveries and their drivers are excellent. We ordered a couple of times directly from Waitrose but amazingly their stock online was not as good and we had two surly drivers surprisingly.
Anyway out of all the supermarkets, if you have to order online then I would definitely recommend Ocado and even more so if you live an organic lifestyle they have the most choice of the big ones.
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- Sally McGrath
- Manchester, GB
- 4 Reviews
A little luxury
I love Ocado. The offers are great, they hardly ever substitute, and when they do it's always something you actually want. It works out cheaper than Tesco because of this. They are on time and nice to you, and carry the shopping into the kitchen and take the bags away and stock Waitrose. It's everything I want from a supermarket, and the website is the best of all of them.
- cashmygadget.co.uk
- 1 Review
Great customer service
Always crossing every bridge to ensure customers are happy. Have been using Ocado on and off for about 4 years, and am always left satisfied.
- unhappy shopper
- essex, GB
- 4 Reviews
check your receipt b4 you exit the shop
Done my first order online with Ocado. Their computer is a bit strange.
I bought 9 Colgate toothpaste and 12 Pronamel toothpaste. Ocado computer could not distinguish the two toothpaste when both were doing promotion.
The helpline is not helpful.
So I have cancelled my order within the hour, and no more online shopping with Ocado for me.
- Ben
- 2 Reviews
Excellent iPhone app, reliable delivery, bit pricey
A great online service, enhanced by a useful iPhone app for scanning items you want to reorder, adding items to existing order with 'One Click' and so on. I hardly ever have to deal with substitutions. Very reliable and courteous delivery drivers. But relatively pricey (same as shopping at Waitrose, substituting delivery costs for parking fees).
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- Compy Cat
- 5 Reviews
Ocado are Fantastic
I love this company as I always get what I order and on time.
Freshness is very good and everything is delivered in top top condition whether fresh, frozen or non perishable.
I like the way they list everything and pack in a sensible way.
I trust Ocado the best.
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- Paul Catherall
- Bromley Cross, GB
- 2 Reviews
Tried all the rest and have now found the best
Having used all the other grocery online shops for many years I have finally got round to using Ocado.
I was initially impressed to receive the delivery note in my inbox several hours before the delivery slot, all the fresh food was detailed in order on which day it needed to be consumed by WOW
and the majority of these had dates at least 5/7 days ahead.
Apparently I have been told that unlike other online stores Ocado deliveries are sourced from main warehouses i.e. before the supermarkets in the supply chain.
All items arrived in perfect condition mainly due to the obvious careful packing, and it colour coded bags to identify for example chiiled food. The final bill for the groceries may have been slightly higher, but I imagine there will be savings in not having to throw food away that I have not consumed in time.
Well done Ocado, I think I may well use you again.
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- Mark Lambert
- 3 Reviews
Great prices, reliable
I often use Ocado, they have a really great selection of groceries that I need and delivery is really fast.
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- Vanessa Allen
- 8 Reviews
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- Louise Walsh
- Leeds, GB
- 1 Review
Very odd behaviour and no explanation for it....
First order with them - fine... Second order - played around with names because I wanted to get the "£15 off first order" that I had failed to see the first time (no reminders given when I was going through the arduous registration process..). Second order confirmed, payment confirmed, waited for delivery and then noticed that it had been "cancelled". Absolutely no satisfactory explanation given - phone poeple stated that "we do not deliver to your region due to problems in the past"......
Weird but true.
Avoid - if they cannot deliver on contracts they should not be in business.. P.S. Have been informed by Ocado, that Birstall, West Yorkshire is apparantly a no-go area....
Tell Joseph Priestley ;)
- Monica Olsson
- 7 Reviews
Very good but...
Always some item missing and the delivery charges are a bit expensive, otherwise I ' very satisfied
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- Mark Jackson
- London, GB
- 5 Reviews
Nice, apart from the lengthy checkout
Yeah the checkout and series of offers to get to checkout annoys me. But everything else is great.
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- Charlie Chunk
- Nottingham, GB
- 3 Reviews
Internet grocery shopping, I don't think so, but on the other hand!
I have always scoffed at the concept of buying my groceries online, after all I like to see my courgettes before I part with my money. Having been seduced by there offer of a sizeable discount and being up to my neck in work I gave t a go.
Was I disappointed?
No way, the ordering system was easy to navigate and understand, payment secure and booking a delivery time was convenient as I could specify when my order would arrive (11-12am).
The experience!
Not only did my order arrive spot on time, it was complete and having checked the produce (nice courgettes) found the quality excellent. Add to this the very competitive pricing I have to say the whole experience was A1
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- Alastair Rayment
- Cardiff, GB
- 3 Reviews
Hard to fault
Have been using them for a year having got fed up with wasting so much time with the Waitrose website. Great service and seem to be a company with a big desire to be sucessful.
Good quality produce at a good price.
- Nikki Shiels
- London, GB
- 2 Reviews
Outstanding, best online grocery delivery
Just had my shopping delivered and just wanted to say what a great delivery. The driver was very friendly and helpful, all items were delivered, no substitutes and all delivered and packed well and especially liked the way the bags were suspended on the boxes so nothing gets squashed, great idea.
I do all my grocery shopping online and have used all the major supermarkets and I must say that Ocado has been the best by far. The others could learn from their example.
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- Christian Jennifer Passy
- Cheltenham, GB
- 49 Reviews
- Judy
- 3 Reviews
Always good
Ocado is the best for home delivery of groceries. Hardly any substitutes any always helpful and courteous drivers.
- Carole
- London, GB
- 1 Review
Increasingly expensive
I have ordered from Ocado several times and over time the prices seem to have been going up. Delivery charges are now between £7 and £9 and this seems like far too much to spend on having my shopping delivered. I have recently moved to Tesco online delivery and find that they offer the same quality of product, cheaper delivery charges and overall the quantity of food I can get for the same money is double that which I would get from Ocado.
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