Ocado Avis 17 763

They send mouldy fruit and vegetables. Bags are often ridiculous as some contain one or two light items and others up to TWENTY tin cans. When driver brings up out of crate and drops them outside the door damaging items, and then getting a refund on the damaged items is very difficult. Avoid at all costs Tesco are much better as are other providers. On once occasion I gave back a certain number of bags to get refund, only for the number to drastically reduce so they have dishonest drivers too.

My Ocado account has been hacked and over £100 has been taken from my Paypal account for groceries that I did not order, neither Ocado or Paypal will not take responsibility and. I wouldn't touch either of them with a barge pole.

My account was hacked - I received emails saying 3 orders had been set up to send to an address in Newcastle - each order was 20 packs of cigarettes plus a few food items. Paid for via my PayPal debit card.

Luckily, Ocado spotted something was wrong (probably because as they admitted to me, there have been lots of similar hacks in last few weeks, as per my google search and theargus.co.uk local newspaper report also showed me).

Ocado claim it is nothing to do with their internal data being breached, or their security. Yet I found multiple examples similar to mine online - here on Trustpilot, on instagram, journalist report etc.

Ocado have shut my account down and I now have to set up a new account, using a new email address - so I even now have to set up a new email address to use them in future.

I don't trust Ocado. This must be an issue with their security for it to happen to so many of its customers in the same way - always Ocado via PayPal and always cigarettes.

I have also had hundreds of junk emails in my inbox today to flood my inbox and hope I don't notice the Ocado orders.

EDIT ADDED AFTER OCADO'S REPLY BELOW:
Hi Ocado - Thanks for replying with the PR-written standard boilerplate reply below. As you know, you already have all the information from me during the phone call I had with your team yesterday.

You have lied below when you state you have now asked me for further information. You have not in fact done so.

My account was hacked and an order was set up and delivered to a new address - I had no notification of the account change and only became aware of this fraud when I had a text notification to say the van was outside unloading my order (in a different city for someone else!). Customer Service denied it was anything to do with them yet there are multiple examples on this site and online of this happening. They are the only supermarket not to use 2 factor authentication which would have prevented this fraud and when I checked with them they have no plans to implement it soon.

This is not to do with the food delivery but the drivers and company. I was driving past a Ocado van,he was facing on coming traffic on the wrong side of the road. Suddenly out of nowhere the driver steps out from behind his van with his baskets/trays held out in front of him, steps in front of my car taking my wing mirror off as I was passing. This happened on the 22nd of March,several calls to Ocado with no result, they've now passed the buck onto their insurance company, having spent hours on the phone to them,trying to talk to a representative of the company with no luck,all you get after so long is the reception,they put you through to god knows who only to get an automated voice saying theres a technical problem and cut you off.emails waste of time,no one answers them. Be wary when going anywhere near one of their drivers,or letting them near your property,because if they do damage forget it. Im now left with a £300 pound plus bill to fix it,thanks Ocado

Packing is uncaring, senseless and often approaching contamination conditions when split bags spill food all over the filthy tote bins. The delivery process is pathetic. I keep on repeating this, and will continue to do so, until someone gets it in their head that I/customers deserve more from the most expensive/lucrative for the owners home shopping Company in the UK.

I use ocardo more than any other online shop but it’s getting worse my last two shops were late getting delivered, last time my husband had to go out without me. Then there’s missing items. I think if you pay for a time slot that’s what you should get.. service really is dropping. They aren’t the cheapest so I’m thinking it’s maybe time to shop elsewhere

I don’t understand the negative reviews at all. They are the best online supermarket I’ve used. They always deliver on time, give immediate refunds if there are issues, their customer service is second to none, never give inappropriate replacements unlike other places and have a very good free from range. Never had any complaints and I’ve used them for years after trying multiple other options.

I thought I would try OCADO after not using them for 3+ years. BIG MISTAKE! Over £100+ taken from my account after my delivery was delivered to the wrong address. Ok, so mistakes happen however, I now have to wait for a full refund. This has left me destitute and having to contact my local food bank as I have no more money left to purchase food for a whole month. My refund will not be processed until an internal investigation commences. What about external investigation? My money, my private details. No photo proof/phone calls etc not like Amazon or Royal Mail!!! I have received no contact from OCADO apart from me calling Customer Service... I am now in alarm & distress knowing that a neighbour has falsely signed for a (my) delivery, has my details on the receipt, knows what I eat etc. I have also door knocked - obviously they won't admit to their fraud & deception - Police should be doing this - I - anyone is going to knock up their neighbour when they know 99% who took it in - or is this an inside job with the driver - mistake falls down to him/her in reality. Obviously my new neighbour (up the road in a flat - Customer Service confirmed this much) more desperate than I. Also had a bottle of alcohol which should have been verified by name/DOB etc which is another worry... OCADO have a lot to loose if this gets out in the papers. Doesn't really help communities trust 1another does it.

Like many others here, my Ocado account was also hacked recently, the email and phone number changed and a fraudulent order placed. To be fair to Ocado though, they did act quickly to stop the order, but I have had to deactivate my account. They also insisted it wasn't a breach in their systems, despite many other people having the same problem with them!

Like others here,my account had been hacked! I happened to go on my email and saw 2 orders both in the hundreds! I quickly cancelled the orders and went on live chat. They said it wasnt a security breach from them but my email. Funny though as looking at all these reviews there is clearly an issue. Ocado deactivated my account but im still so worried and stressed. Someone has had access to all my details. I’ve removed my card from paypal too just incase. Ocado you need to take responsibility

Account has been hacked with no accountability from Ocado. £199 to a random address in Sheffield and I live in Liverpool. Suggested I check my email for data breach and there is no data breach! Looks like there is a problem Ocado and I would like to know what you will do to assist your customers with this terrible breach.

I’ve only given this review 1 star as it wouldn’t allow me to give it any less!

Like others, I too, have had my Ocado account hacked. A few days ago, I noticed 2 fraudulent payments on my PayPal account. Both had been placed with Ocado Zoom, of whom I had never heard, and, surprisingly, they were placed at the same time! If I hadn’t spotted these transactions, I would have been none the wiser as I had not checked my emails for a few days. I reported this straight away, to PayPal but they said that as the goods had been delivered there was nothing they could do.

Next, I phoned Ocado but they were no help at all. They basically said that even though they had failed to notify me that all my data was being changed, the order looked legit so it was sent out and delivered. Not even the fact that the two orders were placed at the same time or that I didn’t live in London, where Ocado Zoom operates, rang any alarm bells!

Even after speaking to a manager, nobody at Ocado could explain why I had not received a text message containing an authentication code to be able to make these kind of changes - after all, the hackers didn’t have my phone - just my stollen details. Because of Ocado’s lack of security, they were able to change my email address, my phone number and my actual address, without any problem at all.

I am absolutely appalled that Ocado are actually blaming me and are not taking any responsibility for what has happened. They don’t even ask for checks when you pay via PayPal where all other companies do!

Something has definitely gone on and Ocado have not informed their customers. The two different customer service advisors that I spoke to, both admitted as much. They said that they are currently working with the National Fraud Agency so what’s that all about and why haven’t their customers been informed?

I have been an Ocado customer for many years and have always praised their services and recommended them to all my friends and family. However, I am appalled that they are not protecting their customers from online fraud and in this day and age, that is terrible. I will now have to inform my friends and family to delete their accounts as they are not safe. I have already reported this lack of security to my neighbours, who I know use Ocado, and I suggest that you do the same.

If nothing else, read through all the reviews and you will see for yourself. Ocado is a company that is having serious problems. Do you really want to take the chance that these things could happen to you?

Someone managed to make an order on my Ocado account. £163-worth of shopping ordered - not by me - to be delivered to an address not mine, and not recognized. Fortunately I spotted the order 'receipt' in my email inbox before the order left the warehouse, and cancelled the shop. Ocado said it wasn't a data leak from their side, but someone somehow managed to get into my account and make an order ... I see numerous reports on this site of accounts being hacked, so now I don't know what to think. There seems to be something wrong with security somewhere ? I did immediately cancel my account with Ocado and will not be using them again. Interestingly, despite the customer service represetative I spoke to confirming that my account was cancelled and that all data associated with that account were being wiped, 24 hours later I still received an email saying I'd "added an address" - meaning the fraudulent one - to my account ... So much for my data being erased. Please be vigilant if you have an Ocado account.

My account was hacked and someone made an order over £200, then changed my email address and phone number from the account. After reporting, Ocado deactivated my account but did not admit the weakness of their security. Won't go back.

Fantastic service. Great communication and such helpful drivers. Always very friendly. This is the third brand of grocery delivery services we have used and by far the best

Poor personal data security. Account hacked, with email address and telephone number changed. Fraudulent order placed and delivered. Customer Services gave me a case number, deleted my account and referred me to PayPal disputes. My concern is that there are underlying issues with how secure our data is when under threat.

I have been an Ocado customer for many years. Last week my account was hacked with an order for £271 placed. Ocado failed to notify me when my account email address, telephone number and address were changed. I only happened to notice a PayPal payment email otherwise I would have been none the wiser. Nobody at Ocado could explain why I had not received an automated email informing me that the account email address and phone number had been changed. They said I should have been notified and they don’t know why I was’t. I was promised an email explaining how this happened. I haven’t received any explanation. I am absolutely apalled. I’m also paying for a smart pass which nobody has offered to refund. Terrible customer care and I’m sure the FCA would be interested to hear how poorly Ocado are protecting their customers from online fraud.

My Ocado account was hacked and a £230 order was placed at 3am to a random London address. I was lucky to spot it in time and cancel it before the cut-off.

What’s concerning is that many recent reviews describe the same issue, suggesting this is a wider issue than Ocado let on. The lack of 2FA or additional security when a new address was added to my account is surprising nowadays, and very poor.

Ocado deleted my account when I contacted them, and I won’t be using them in the future.

I made an order for delivery on a bank Holiday for 7.30am. All of the fresh items were missing so I called customer service to ask how this could be resolved. I explained we needed this shop for a holiday we were due to leave for. After spending 30 minutes on the phone and receiving some pathetic offers for a good will gesture they finally agreed to collect the half order they delivered with no further solution. I will never order from Ocado again absolutely no empathy to fix there own problem.