Ocado Avis 17 763

I am writing to praise a delivery today. I had a large order consisting of lots of various fresh fruit and vegetables and everything was delivered, nothing missing.

I am very pleased.

Happy Easter, Ocado!

This company is run my clowns! They keep sending me voucher codes as junk mail and I used one and the jobsworth of a driver (who barely spoke English!) accused me of fraud!! Then he got my account blocked! (he's a delivery driver, he should be polite and helpful and hand over food!!). The order was wrong so I had no way to contact customer service but luckily I used Paypal so I was able to get them to get me my refunds!!
I managed to find some customer service and they said they don't want my hard earned money and won't reopen my account... oh well, their loss! I was a regular customer and they don't want my custom anymore so I'm sure their competitors will love it that I've gone back to them...
So yeah, be wary of these lot... they are probably the most expensive anyway but to be fair to them, the only good thing is they didn't have any substitutions...
I used to recommend them to friends and family but now I will tell every single person I meet to avoid them!!! So now they've lost other customers too, so well done!!!

Use Ocado every now and again had no issues but this time I did a big expensive order and noticed 13 items were missing. (My husband bought them in he didn’t know what I’d ordered so this wasn’t noticed until I was back from work) worth over 35 pounds. I called customer service they couldn’t get in touch with the driver so was refunded THIS TIME they sayid next time it would need to be investigated?? Like it was our fault multiple bags were missing. Should be investigating the driver! Won’t be using again.
I get it happens but Asda once missed a few items off but the. Driver came back in half an hour to drop them back off and apologised.
Not using Ocado again.

Easy to order . Good choice of products and great delivery service. My only complaint is that they pack raw chicken with other food products ( my whole raw chicken was packed in the same carrier bag as my bread rolls ! Even though the chicken is wrapped in plastic it’s still not hygienic!

Another order received damaged, I always give this company the benefit of the doubt with their apologies, however yet another order received that is damaged, if the items were packed correctly they would save so much money and unhappy customers.

Update! They never requested any details from me!

The enshittification of Ocado continues. Used to be that substitutions/ out of stock, were rare, delivery drivers were excellent, price points were fair, offers were great and customer service superb.

None of this applies anymore. Stock is often out, substitutions if bothered to be made are often unsuitable.

The quality of Ocado produce has declined eg the large baking potatoes I had were very much not large and also soft with blacked spots.

Ocado also seem to expect you to consume a week’s worth of fresh produce within 12-48 hours max IF you are lucky, according to their short use by dates.

Waitrose and even Tesco have better offers on the more exclusive items. Asda has better offers on branded items.

Delivery drivers literally want to throw heavy bags at you and run away whilst yelling “give the bags back the next time!”

Well I don’t want to keep your poor quality 10p bags in my kitchen and there may not be a ‘next time’.

It appears this a deliberate tactic designed to keep you shopping with Ocado. Well the last two Ocado deliveries I had were outside the hour window for which I had paid , one late, one early, both annoying, neither driver apologetic.

The last four deliveries I have had the drivers were rude and abrupt. The last deliveries I have had from Tesco, Asda and Waitrose, the opposite has been true. The drivers all carried my shopping in and waited or even helped me unpack.

Customer service is non existent or as evidenced below, defensive and evasive.

Waitrose provide a much better and fairer delivery system with a standard £4 charge for any time.

Damaged items including a m&s ready made curry which leaked over the entire contents of one of the shopping bags, but which also meant that a £15 curry night meal deal I had bought was completely useless and a waste of £15 since the curry had leaked everywhere. I used Ocado for my weekly shop I.e to last 7 days however nearly every meal I had planned had a main element expiring within 3 days, such that the only way of making the shop last the week was to freeze many meals and have the hassle of defrosting thoroughly before cooking as per the packet instructions. Obviously can’t be done for the fruit and veg. I find Sainsbury’s and Waitrose to be excellent for long expiry dates and will be continuing to use them from now on. I don’t expect my shopping trolley to look like it came from the bargain reduced section with short shelf life with a pricey price tag!!!

Account hacked - there has been a clear data breach. All easily traceable.

We have been shopping with Ocado since 2017 and honestly couldn’t be happier with the service. The range of products is excellent, whether it’s everyday essentials or something a bit more specialised, they almost always have what I need or there is a substitute available. I also enjoy browsing through the isles as new products arrive quite often as well as to check latest offers. Ocado is competitive with offers and promotions and you can really spot the bargains if you are willing to browse. I also take advantage of flash sales whenever possible (at checkout) and produce offered arrives with normal expiry dates rather than the 24hrs ones when you buy “yellow stickers” in shops.
The convenience is a huge plus too. Deliveries are reliable, slots are easy to book, and everything arrives well packed and in great condition. The quality of fresh items has been consistently high, which isn’t always the case with online grocery shopping not to mention stationery stores.
We get deliveries most weeks, unless we are away. Never had a repeated driver dropping off the groceries which shows how many staff they have. Also, all drivers have been so kind and helpful, can not praise them enough.
Overall, a really smooth and dependable experience year after year. Highly recommend!

I understand that the products on Ocado are marked higher than other supermarket sometimes. However, the deliveries are always on time, the staff are always friendly and kind. They are very disciplined and very helpful.

I hope Ocado can see the delivery drivers' effort and reward them when possible! Thank you.

Someone hacked my account added address the other side of the country and stole money of me. All ocade could say, repeatedly, "there has not been any data breaches at there end" .....Never had this from waitress or tesco!

worst treatment I have ever received, literally stealing from me.

I am a subscriber to smart pass. Have been with Ocado for a long time. Place food orders for at least £200 per week. I cancelled my recurrent order on Saturdays and placed a one off order for Easter to an Airbnb I am staying at for 2 days. I adjusted the order to the things I only need for the weekend (which cost around 90 pounds) within the right timeline, my husband double checked it. Lo and behold, when the Easter order came, it was my full weekly shop worth over 200 pounds.

Ocado’s systems failed miserably. There was no proof of the amended order even though 2 people checked it. But what was an even bigger failure was customer service. Over an hour on the phone with no resolution but placing blame on me. Offered me to wait for 3 hour slots to collect non perishables which were a minimal amount of the order while I am on the only holiday for the last year. They wanted to charge me for everything else. They couldn’t explain why I would place an order and then ask for a refund, it makes no sense. The treatment was appalling, over an hour and it was like talking to a wall.

I have cancelled my smart pass and all future orders. Congrats Ocado, you just lost over 1000 pounds a month. I will also make sure no one I know shops with you.

What a way to treat people and what a failure of a commercial enterprise. This company is a joke.

My first order with Ocado. I found the pricing competitive. Best of all was that the fresh items had long use by dates (with other delivery companies I have found fresh items nearing their use by date). Website is ok once you find out how to add to an order. Customer Relations very quick to respond. One item (fresh salmon) was not available. Customer Relations called me about this and sent text. They arranged for similar item to be delivered free of charge the next day. The driver was very helpful with unloading everything. All in all very positive experience.

First time customer and I am so disappointed in their customer service. I ordered 3 easter eggs, all of which arrived smashed as they they had canned drinks on top of them. Requested a refund, but have been refused due to the fact that I have disposed of the eggs and they can't collect them to verify they are damaged. I would of happily taken a picture or video for evidence if requested to do so, no mention of keeping them items or the need for them to be collected. The customer service agent even tried to make a joke about it not being a 'cracking start' in the same email they are refusing me my refund, which is a slap in the face. Not happy at all and will definitely be persistent with the refund.

Worst experience. I had a delivery booked for 10-11pm and waited 2hrs, no communication and at the end my order was cancelled at 1am. Called the helpline to be told that it would be re delivered between 9-12pm and no one arrived. 15 pound voucher does not compensate 5hrs of disappointment. Will never ever shop with this company, something that should be convenience ended up being a nightmare. And thank you for also ruining my Easter weekend.

Until a couple of months ago I was using them regularly but things started to go downhill so gave them a break and went back to good old dependable Sainsburys. I thought I would give them one last try but really wish I hadn't. Firstly I received their usual email prior to delivery saying no substitutes WRONG. Secondly I was overcharged and whist I did get a small refund it didn't cover the amount I was overcharged. Thirdly I had ordered some organic fillet steak which I can honestly say was the worst I had ever had from anywhere. Also the "perfectly ripe pears" are like cast iron. Needless to say I won't be using them in the future.
REGARDING YOUR REPLY BELOW, your CS had the the chance to put things right and they didn't so I simply can't be a---d to carry this on.

One of your drivers just went through red light and nearly crashed in to me.
You got some "great" drivers.
Well done.
Happened 03/04/26 around 6:30 in the morning, Staines.
Shouldn't be too hard to find out for you who was driving that morning.

The products available are great but I hate that they give you bags!
More than that I’m beyond annoyed that my delivery didn’t come and when I spoke to a staff member on the chat she said that the driver tried to deliver the order but when he phoned and knocked he got no answer. Which is nonsense as I had no calls and had been home the whole time! Also annoyed that I now need to do another order! Shan’t bother again!

My Ocado was also hacked like others below have stated. Ocado did not accept responsibility, claiming my email was hacked which it wasn’t. Now it seems it’s happened to many other people. PayPal refunded me but Ocado refused to refund me despite the order being delivered to a random library half way across town when I was out of the country, and they have now closed my account. I was a regular customer of 8 years. Usually customer service is excellent but they refused even to tell me the address of where the order had gone despite me being the account holder. Really disappointed

I wish it was possible to leave 0/5 stars! Ocado's customer service is shocking! This morning at 9am, I received and email stating that I had made an order of £145 pound. After realising my account had been hacked (which I have just read that has happened a crazy amount recently) I called up to cancel the order which wasn't due until 9pm and explained that I was hacked. They assured me that the order had been cancelled, it would not be delivered, I would not be charged and that they would pass it on to their fraud team. Roll on the this evening 10pm. I received an email saying the order had been delivered and I have been charged!!!! I have call Ocado to complain in which they have said there is nothing they can do and it would have to go through my bank. My bank have stated that this is not true and Ocado are not telling the truth! Disgusting and completely illegal. I will take this further.