Zoom by Ocado Reviews 

Half of my order is missing regularly, this has been going on for a long time, and I can see that I'm not alone with this. I'm fed up, I will never order from them ever again!!

Got a leaflet through my door so figured why not give Ocado a go.

Marked as delivered but was not. Drivers should be made to provide photo evidence or use a code system.

Annoying as I used vouchers which I now don't have anymore bc they were used on that order....

Phoned customer service who were nice and refunded me but 10 days for a refund is crazy. I work in AR so I know you can instantly refund people idk why they choose not to.

Need my groceries but won't use Ocado again as I don't trust their drivers not to misplace the order.

I have read the negative reviews, but I have to say in 9 months of using the service I have not had any problems. The food is usually fresh, there are decent deals, and the delivery personnel are personable. I order online rather than through the app.

Movement I ordered goods through Zoom. I am starting to receive spam calls. I noticed delivery men wearing head coverings and face covering. Very unprofessional and showing up at the door with poorly dressed and groom. Very poor quality service. I already deleted the app

Diabolical company. Order never showed up. The customer service agent was extremely unhelpful. They told me it would take 72 hours to discuss the problem with the distribution centre. My advice is AVOID!

Driver turned up with one tiny bag that very clearly was not the majority of the order. He then told me that was OK the rest would turn up later and that he knew there should be a second bag. It's not beyond the ken of man to have had that conversation before leaving the warehouse. Of course nothing turned up. The shocking thing is it takes 72 hours to investigate this. For 'instant' delivery that is properly appalling service.

We ordered soon the 1st of August the shopping cost £198.00 we I my received a 3rd of the shopping. It's now the 12th of August and we have not received our money back or the remaining shopping. They said it would take 74 hours to get back to us. This is disgusting. Si ce this happened have only received one email to say someone will contact us. We even sent CCTV captured on our ring doorbell

What went wrong?
Half my items were missing. None of the frozen items arrived. The bread was totally flattened as it was at the bottom of the bag, with large jars on top of it. The bell was rung; we answered it in under a minute as we were waiting for it, and the bag had been dumped on the step. The yoghurt had something, probably other old yogurt all of the tub, that had dried and gone hard and yellow in a thick layer.

The process to report it
I couldn't say that none of the frozen items had arrived; I had to manually copy and paste, keep referencing my invoice and add every single frozen item. A tick list would be helpful. I mentioned that the frozen items were the only reason I'd placed the order. I did not get my delivery refunded.

The response
They said they would give me a refund for missing and damaged items - and that I would have to wait 10 days to get this. How is this a satisfactory outcome?

Website not usable: log-in does not work: 1. email typed in + password 2. CAPTCHA completed 3. Zoom by Ocado were sending a code to the email address which never arrived. Three different browsers and three different computers tried. The same problem occurred over and over and over. No option to ask for the code to be sent to the mobile number. Zoom by Ocado contacted by phone: tel no 0345 600 2000 - diverted to someone's personal mobile number who at 7.26 a.m. appeared in a half asleep state and not interested in the phone call. Simply unusable service

No delivery slots at 9am on a Saturday morning in London supposedly for the entire... like shouldn't that be easy - central location, social hour...? Convenience is there whole MO

Awful service regularly miss half your order as they give it to the wrong driver or someone in their warehouse is stealing it. When you contact them to alert them to the problem instead of immediately contacting the despatch dept to work out which driver the order has been given to in error so they can arrange for them to be redirected to you they tell you to wait 3 days to get a response, they then miss that deadline and your event is ruined. They ruined my Easter lunch by this method. They have no interest in fixing it or are completely inept and unable to manage a simple pick and pack distribution process. It's all barcode driven so should be almost impossible to mess this up so badly so I can only infer that they simply don't care about mismanagement or theft or both. Avoid and use deliroo or Uber eats instead. **Update after contact from Zoom** they still haven't fixed the issue youll still have to wait 3 days without your food rather than implementing a simple process for customer service to speak to dispatch to redirect the missing items from the wrong driver, or to send an urgent replacement which I could do when I was a senior manager of a much bigger and more complex distribution business 20 years ago..... Avoid them completely!

DO NOT USE THIS COMPANY AD THEY SEND OUT FOOD WITH MOULD ON IT AS A REGULAR CUSTOMER I ADKED FOR COMPENSATION WHICH I WANTED THE ITEM REFUNED THE DELIVERY OF 99p and £5 they refused so will be calling evormental health in and messing there CEO will not use this company again

Zoom is rubbish ! this is the second time I did not receive my delivery, it is very annoying to take my time to order my groceries which is not five minutes because I need to take time to think of what I need to have and then find Zoom did not deliver what I paid for. I keep the delivery guys in business. I keep Zoom in business but Zoom doesn’t care. Zoom is the worst Delivery company and they always looking for five stars.! I’m gonna make my report to Marks And Spencer they should get another, they should get another delivery service, Zoom make Marks And Spencer look very bad ! maybe that is why Waitrose no longer use Ocardo . The one hour service is good if it works., if deliveries on time! Zoom does not care of its customer service , customers should be compensated, ! Zoom does not know how to solve Customer’s problem they don’t know how to fix problems! They should close down! Zoom it’s Rubbish!! one star for the one hour Service! Their way of solving the problem is the easy way out! given a customer refund! as if refund is what I need to eat! It is disgusting. I need to be compensated.! I want my groceries I ordered! And i want a complete refund! For the stress they caused ! Very annoyed! ! The Customer Service is totally useless because the incapable of making any decisions except giving a refund , as if a refund can solve the problem. Customer needs their groceries they ordered! if i want my money I wouldn’t be spending it …stupid.! Ugh ! I might be dumping Zoom it is my money. I keep it in my pocket. I don’t need Zoom.

Tried this for the first time. Several items were missing from my order. Had to waste time talking to several different people just to get a refund on those items. I should have trusted the other reviews!

2/3 of my order is missing. What a joke

Ocado Zoom packed the bag containing glass bottles so heavily and with zero protection that the moment the driver lifted it, one of the bottles shot straight out and shattered into invisible fragments on my doorstep. I have a dog. I spent 30 mins on my hands and knees. I’ll probably still be checking tonight with a torch. The bananas were also pre-composted on arrival. Two key items from my order now need to be replaced elsewhere, completely defeating the point of using a same-day delivery service. The least you could do, @Ocado, is send someone back with replacements. Truly a premium service if your idea of a good time is cleaning up after your groceries and then heading out to the shops anyway.

AVOID!!!!!!! Delivery supposed to be 7-8pm, now likely AFTER 9PM - DRIVER ALLEGES ROADWORKS AND OTHER ISSUES, NO CALLS FROM OCADO WHY THE DELIVERY IS LATE, NO UPDATE ON THE APP, NO TEXT MESSAGES!!!!! A DISGRACEFUL SERVICE AND ALL THE OCADO OPERATOR OFFERED WHEN I CALLED AND COMPLAINED WAS A DISCOUNT ON MY NEXT ORDER, NOT A REFUND ON THIS ONE!!!!! DREADFUL COMPANY - AVOID!!!!!!!!!!!!

I would leave 0 if possibles. This service has wasted countless hours of my life waiting and then them cancelling my order because of their sheer laziness and incompetence. It shouldn’t be that difficult to deliver to an address or not give my shopping to the wrong person. Deleting and never using again.

My account was breached and £174.94 worth of goods taken from my PayPal account. By the time I realised, the goods had been delivered and the money taken. I see that I’m not the only one this has happened to. Ocado washed their hands of it and told me to contact PayPal.
I have close my account and would urge you to do the same.

Several orders lately I’ve had missing items. I’ve also had couriers refusing to deliver to my door. One courier has even asked me to go to a different street to collect my order. Just now, I had a courier calling my flat phone and asking me to come downstairs because my order “is heavy” (a couple of drinks but not many). I politely said I’m unable to and that there’s a lift on the right hand side and I’m on the 2nd floor. I stand by my door waiting for 5 min. Nothing. I check the app and my order has been cancelled “due to either a courier issue or because you requested it”. The courier can’t even blame it on being late/running out of time as my delivery slot wasn’t until 10-70 min LATER and he was hence early. What kind of couriers do you employ??? The service is an actual joke