Ocado レビュー 17,664

Superb, speedy customer service when something goes wrong (which is not very often). Polite, helpful drivers, always on time. Huge array of products I can't get locally. Appreciate the money back vouchers for when Tesco is cheaper and also money back for returning plastic carrier bags! Products fresh and with decent use by dates. Happy to continue to use Ocado and to recommend to all.

An Ocado driver crashed in to my car and left the scene. Now, three months later despite earlier apologies, Ocado denies deny even being in the area.

So if you want average groceries, your car smashed up and higher insurance premiums, get your self a smart pass.

Paid for a delivery that did not turn up for 2 nights in a row, no conversation or update. Disgusting service. Absolutely do not recommend there service

I liked speaking to customer service on a previous occasion. Was very impressed. However the three stars is down to receiving unlabelled mince when I recently ordered Aberdeen Angus mince. I obviously can’t eat unlabelled food and whilst I received a refund and an email reply to my complaint I found the email seriously amiss by customer services. Hardly a service. No apology for the inconvenience to me and no gesture of good will in the circumstances I had spent over £100, paid for delivery and then would have to at great inconvenience go out to buy replacement mince for my planned meal. Being a senior citizen I do not take kindly to the lack of gravitas in the email response to my complaint . Customer services did not acknowledge the seriousness of sending out unlabelled food which is more than likely unfit for human consumption. As this is my criticism hence three stars. Without this upset it would have been five stars.

Wasted 30 minutes ordering Ocado online, four products with 30% code. All products out of stock, what a con, Ocado CEO needs to be sacked.

Having a young child, online shopping is massively helpful. But honestly....my usual supermarkets were full of indifferent delivery drivers, late and the last order I made had 11 items missing. I gave up, but tried Ocado not expecting much as a last resort.

In 9 orders I think one item was not available. The drivers are always so friendly and helpful. The very first order driver was fabulous, explaining how the bag recycling works etc.

I definitely won't go back to the other supermarkets!

I was going to either edit or remove my review after giving them a second chance but after what happened with my delivery today they can forget it. I was given an apology and spoke to an advisor who I though was genuine which is why I decided to give them a second chance. To start with the delivery person who delivered my groceries was rude and disrespectful. He entered my house without my permission and he had a bad attitude when I rejected some items because they were not fresh. Then had the audacity to say that I may still be charged to see if he can get away with ripping me off. I don’t think so. Called the customer service to request to get information to write a complaint but the women tried to give me a incorrect email address. I fill the complaint form and had a response from a customer service staff member named Phoebe instead of a manager. Customer Service advisor named Owen ignoring me when contacting them on online chat. This is something that happens too often. Honestly I will never order from here. I have had enough.

Constantly paying for items that have then been "missing" from my order. Avoid! Shame cause i've used to be their regular customer and that didm't happen before, it's been a theme over the past few months!

I got an email confirmation of an order i didnt make to an address i didn't recognise, a text confirmation, then an email to say my email address had been changed.

I phoned customer services and spoke to Katie. She told me "there's been a breach on the account but its not our side". I asked what that meant but she couldn't answer. She said all she could do is cancel the order, and delete my account and all associated information. I asked if that meant the fraudsters have all my information - she said no, but couldnt explain why they couldnt, given they had been in my account and changed all the details.

I suggested ocado report this to the police given they have the address at the very least. Katie said "you could. But we dont do that. We report to.... whoever... er... i cant remember who. But we report it to whoever and they deal with it. And we deal with cyber security very seriously."

I'm surprised she could even say the last bit without laughing. Will never be using ocado again, suffice it to say.

I asked them to remove a review for a product, which I rated as 5 stars but then found it was not as good as I had hoped. Nearly a month later, it is still showing.

Not a regular customer so apparently Ocado feel justified to precharge more than the value of the shop to my account and are not able to confirm that amount. The chat said could be £10 on a £100 shop. Aparently this is to cover the bags which are less than a pound and any weighted items against them not weighing it properly. Their own smallprint is inaccurate on this billing where ir expressly states the order value needs to be in the account. This overbilling led to Ocado messing me around for a week as I use an account for groceries that has the shop amount in for that week only. Occado overcharged and cancelled the delivery 3 times before I realised what the issue is. A day later the grabby overcharge and the actual amount are both in my pending charges meaning that the account is looking overdrawn. The customer care chat look this very causually and for a while tried to say this was clear but conceeded in the end that is it not when shown their own email. Ocado's tone did attempt to be very 'you aren't in funds' to shame me and shut me up. Not impressed at all. Waitrose is much better #update# as of Wednesday for a shop delivered Saturday lunchtime my account is still showing the higher preauthorisation and the shop charge and reading as overdrawn so the account is unusable unless I transfer in the higher preauthorisation amount as well as my grocery money for the week. The bank say this is because Ocado have not lifted the charge. Never using Ocado again, their approach to charging is dishonest, entitled and irresponsible.
Reply to below - the preauthorisation amount is never clarified Ocado; there is a vague we may charge more but customer services cannot even tell you the day before how much that will be, I was quoted up to £10 on a shop of around £100. This is far too much for the bags and preweigh amount. Finally the small print specifing how much to put in your account is the estimated shop. So it is untrue that the precharge is explained adequately.

11:30am. 21/03/2026. At the junction going onto the Deal Road from St Margaret’s. I was indicating left to Dover and the said delivery driver came down the side of my vehicle completely blocking my view then he moved off and sat across the traffic lane to Dover blocking the traffic lane then pulled away in the direction of Deal! Appalling driving impatient and would not wait for other road users! This driver is representing this company!! Not good at all!!!

The order went to an old address I'm here with a party later and mo food!!!!
Never never used Ocafo they are rubbish and very rude customer service
Kate Bartlett

Been using ocado for about 6 months. Last few deliveries, we've had food that was spoilt, or slightly leaked on by non-food products due to the packing of warehouse staff but wasnt bothered as always had refunds for those items. However the last delivery which was on mothers day, had a whole bottle of spray bleach, a whole bottle of toilet cleaner spray and a bottle of milk leak all over and contaminated 80% of the shopping. We didn't want to risk getting poisoned by the bleach, so threw most of the shopping straight into the bin! We also had to mop all the kitchen and reception floors due to the mess. The request refunds came to around £100. They refunded £40 and gave me a £15 voucher. So I'm currently about £50 out of pocket, had the inconvenience of having to do another shop that week and had a mess of bleach and milk to clean up.

Edit as of 21/03/2026 :
Ocado have been in touch and have refunded me the rest of the items that were damaged. Thank you very much. You have kept me as a customer.

Absolutely awful. Had trouble with every step of my journey trying to make my first purchase. They could not add my payment details and wanted me to try multiple payment methods. Very sketchy. Would not trust.

Very poor service. Shame for workers/ drivers who should be more polite, as they have jobs because of the orders placed by customers.

pathetic- first order in 15 years
delivery 2 hours late, no one notified, no response when chased- I would use Waitrose every time

Wha t a dreadful company. Having successfully used Ocado for food shopping for quite sometime, like others I have noticed the increasing problems with the way food is packed.
My delivery on Monday 16th March was poorly packed, with damaged items - again. However more than that, I woke the next morning to a message to say my card had declined; the same thing happened with another 2 cards, with my bank and credit card companies at loss as to why? I contacted Hannah Gibson the CEO to complain - it was of course passed to customer services. Nothing has been done, no apology, no explanation, but at least now the bank details so I can submit payment by BACS. They are utterly dreadful, and once my payment is made. We are done!

On the 24th February 2026, an Ocado van drove into and demolished the wall at the front of our house whilst completing a delivery to a neighbour. I appreciate that accidents happen but disgustingly, the driver did not leave a note or inform our neighbour of what had happened and just drove off (we were at work at the time). Judging by the damage caused to the wall, the crash must have caused significant damage to the Ocado van and a loud noise that the driver could not have ignored or overlooked. Not to mention it states clearly on the side of Ocado vans that there is crash detection technology fitted, likely meaning that Ocado would have eventually become aware of this incident. My neighbours informed me of the incident immediately by text and I contacted Ocado who were helpful in taking down all details and agreed to pass this to their insurance team, with the supporting images. I also advised that another local delivery driver had witnessed the incident and we were awaiting a statement from them as further evidence. However, since then, I have received a single email from the insurance team asking for my consent to pass on my details to a contractor to come and assess the damage. I have responded with no further response received. I've continued to follow this up and still I have heard nothing. The Ocado customer service team advise that they are unable to contact the insurers via telephone and all they can do is chase via e-mail, as I am already doing. Whilst I have had a sincere apology over the phone from the Ocado staff, our wall remains totally demolished, meaning less security at the front of our house and a huge heavy lump of bricks lying in the front garden that we are unable to move due to the weight of it. We had to take each individual brick by hand to our back garden to store them to reduce the risk of them being used to smash windows etc. but there has been no contact from the insurance team to arrange a date for this to be cleared and the wall to be rebuilt. This is totally unacceptable and through the fault of a careless driver; thank goodness this did not impact the wall of the actual house, as we'd be stuck with a hole in the house and no idea who will be coming to fix it or when. It will be a month next week since this incident occurred and we are no further forward. I don't expect compensation, just for the damage to be put right, but no sign of that happening anytime soon and clearly nothing that Ocado can do to help. I am extremely frustrated and disappointed.

The issue I always have is when I get to check out so many items are out of stock, so I end up aborting the whole thing as it just isn’t worth it.