Ocado reviews

Ocado reviews

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6.3
from 0 - 10
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Excellent customer service!

I only usually post reviews to moan about a service- but Ocado were so good I felt I just had to write them something nice!
I used them for the first time this week, having never ordered my food shopping online before.
The website was quick and easy to use and there were lots of choices for delivery slots. I received an email to confirm when my shopping was being dropped off and it arrived right on time. The driver was very friendly, too.
They had everything I'd ordered (including a free tea towel which was a nice touch!) but unfortunately one of the eggs were broken. However, Ocado called the following day to see how it went and immediately refunded the item when I told them. I would definitely recommended this company. Some items (the veg, for instance) are more expensive than they would be at the cheaper supermarkets so we can't afford to use them every week, but the quality of the food is great. The customer service was second to none (which is rare these days). It certainly beats queuing for ages at the tills!
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Excellent

I have been reading through the reviews and have been surprised when coming accorss the negatives. I have not had any problems at all with Ocado, a big positive is that they almost always have products in stock (and a great variety of products too - which is the main reason I stick with Ocado).

The deliveries are always on time and informative, Iam usually contacted by the driver if he is able to deliver the products earlier, at times I have said yes earlier is fine and other times i have said I wont be home before the delivery slot, whichever answer I gave was fine.

I like that they recollect plastic bags on their next delivery visit to recycle.

So overall, friendly delivery people, great variety of products, safe food, great prices.Maybe the onlyyy only reason why I'd give it a 4star and not a 5star is that the products could be backed with a little more care - sometimes my cartons are a little squashed, and a few of the heavier things are places on top instead of at the bottom.

Have been using Ocado for a 2 months now and will continue to so long as this level of quality is upheld:)
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very good except one thing!

I have only done two orders with Ocado so far, first one was excellent couldn't fault it, found the website easy to use and enjoyed the whole experience, but then I did my second order and on getting my goods found that my washing up liquid had the cap left open so had spilt everywhere and goods on buy one get one free i hadn't got two of, so phoned the customers services and was told that if i didn't put in x2 of the product that i wouldn't get the buy one get one free offer!!! really annoying as i wouldn't of bought many of the items if they weren't on bogof offer, really stupid system like someone wouldn't want the free one! so really its wrong advertising as i had bought the one but never got the one free!!! might try tesco now shame as i like waitrose products
Ocado

Reply from Ocado

Hi Emily,

Oh no, what a mess. We're very sorry about the leaking washing up liquid and hope you got it resolved when you called Customer Services. We're also sorry if there was any confusion with how our buy one add second free offers work which meant you didn't get the quantities you expected. We really hope you choose to give us another chance (as Tesco's bogof offers work in exactly the same way) and hopefully you'll be able to take advantage of these in your future order. If there's anything we can help you with please email us to ocado@ocado.com.
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Appalling management attitude...

Confidence in Ocado destroyed by their complete couldn't-care-less attitude to a recent extreme case of food-poisoning from their own brand Fish Pie Mix. (I note the same response from them to other food poisoning reports online.) A subsequent email to their CEO Tim Steiner in February was completely ignored.
It will be a long time before I forget this dangerous episode. Despite their constantly claiming how good they are, it is obvious that Ocado's corporate responsibility, if any, does not extend to their customers.
As it is a case of 'buyer beware' I should add that this is the second time I have been made seriously ill from an Ocado fish product - a situation that has NEVER occurred over the years with any Sainsbury or Tesco produce.
Ocado

Reply from Ocado

Hi Moyra,

We're so sorry to hear about this and do of course take complaints such as yours very seriously. We have contacted you through your account and hope you are much better now.
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Very Good so far

Did shopping at Ocado six times, -no faults, no late, no subs!
I do compare to Sainsbury`s online shopping, where every second order was something wrong (out off date was once, and couple times nearly out off date, worst was when sainsbury`s charged twice for one order, spent a time and some money to prove I am been charged twice for one order, sainsbury`s never compensate this fault, was missed items at sainsbury`s order as well,
Thats why I am rate Ocado high, because I am surprised about service.
I can not compare to ASDA , Morrisons (never did online shopping at these stores) or Tesco (only one online order)
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No subs ever! Always on time, great drivers, no faults here

Can't rate the whole transaction highly enough - from start to finish, what a lovely shopping experience! I've used every grocery shopping delivery service going, but these guys are by far the best. A little overpriced although they do price match with tesco, but you get what you pay for. Even waitrose or ocado own brand label food is quality, all food delivered has a generous shelf life. I've never had and substitutions as they deliver from a warehouse rather than a personal shopper collecting your order from the shop floor thus inevitably forgetting or neglecting to complete your order because they can't be bothered. (Asda are the worst for this). Helpful but not excessive texts, user friendly website. Even the way the driver hands you all the bags is great, think that's weird, go ahead make an order and see for yourself! :) you'll be surprised at the cheap/free delivery slots and availability too. One hour slots that are free?! Well thank you very much!
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Excellent all round!!!!

I regularly see the Ocado vehicles on the road on my way to work and was intrigued to know who they were, I am sooo glad I Googled them. Today I received my very 1st weekly shop from them (which might I add will be one of many weekly shops to come).
I found everything from registering on their easy navigational website, to ordering my weekly shop, to receiving it at my door by a very friendly polite driver...all of this such a breeze!
I received everything correct and packed perfectly! Loved the marked up bags and the invoice with use by dates on etc... Ocado you've thought of everything. I like how your drivers will take back carrier bags for recycling too. I regularly used Sainsbury and asda for delivery to my door, but even my first experience with both of those was not as flawless as the one with Ocado!! Oh and the free Tea Towel was a very nice and appreciated touch.
WELL DONE Ocado keep up the good work!!! :-)
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Passing the loss on customers

Recently found a discount code for 25% shopping discount with OCADO on UKHOTDEAL, I placed order with OCADO and the code worked OK, but then received an email from customer service, my order has been cancelled, and blamed it on my credit card, which I never had any problem with. You may be running at a loss with the discount code, but why put the mistake on customers?
Ocado

Reply from Ocado

Hi Mark,

We're very sorry to hear about what happened with your first order. We'd like to help if you email us to ocado@ocado.com or call 08456561234. We hope we can make it up to you and you continue to shop with us.
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passing on their losses to their customers

We have been shopping with ocado for 6 months or more. They started off great, offers that matched tescos.
Interestingly, around the time they state they are running at a loss, our shopping bill has increased. The offers on our usual items have gone or are more expensive. We did a comparison shop in Tesco last week and saved £15 whereas before they were comparable.
Thank you ocado but we'll be switching back to Tesco now that you have hiked your prices
Ocado

Reply from Ocado

Hi Kate,
We're sorry to hear you haven't found as many offers on the items you usually buy as you used to. We always bring out new offers so will certainly take your feedback on board. We also compare your trolley with Tesco and offer a voucher for the difference if we're more expensive. If there's anything we can do to help please let us know by emailing ocado@ocado.com.
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Superb!

Everything was brilliant. The website was easy to navigate, I received three or four updates, which was handy!
Only one substitute, driver was extremely friendly and polite.
Will recommend and use again.
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Excellent service, excellent products

I have been using Ocado for over two years now and they are absolutely the best online supermarket. I have tried ASDA, Waitrose and Tesco and those are no where near in terms of the website usability, customer service and product range. 99% of my deliveries have been on time withing the assigned 1 hour slot and I hardly ever have any substitutions. Moreover, if there are substitutions, these are very carefully matched, unlike for example recently getting 2 packs of mixed (red-green-yellow) peppers instead of the ordered 2 red ones on Waitrose (costing £3.5 instead of the estimated £1-1.5). I am also delighted by the ever-expanding product range which beat any offering on the street: now I can select between own label, Waitrose range as well as smaller supplier and speciality foods, I was particularly happy to see Swedish range added and I hope a fully-blown Japanese one will be coming sometime soon (for now I have to shop at Japan Centre to get some sauces and rice). Ocado is the future of grocery shopping, way ahead of the competition with the gap only increasing.
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Customer service, what customer service

Well, I signed up as the reviews were good... I didn't mind paying a premium price for a premium service and quality products. However, neither are that good... The turkey crown we had at Christmas was as tough as old boots, and when I complained, I just got fobbed off.

Goods constantly come damaged from the packing, eggs in particular, but also other items. yes they refund, but that's an inconvenience.

Substitutions. We ordered potatoes last week, none came as they were "out of stock" of the ones I ordered. No substitution made, how ridiculous! When I pointed this out, and that I had to make a journey to the supermarket, no refund offered.

My opinion? they are no better than the competition, but at least the competition offer compensation and listen when they get it wrong!
Ocado

Reply from Ocado

Hi Tony, we're so sorry to hear you were not happy with the service you received at Christmas and on your recent deliveries. We'd like to look into it and help if you email us more details to ocado@ocado.com. We hope we can show you how good our service can be.
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really good service

whilst i am on site reviwing thought i would add that my delivery driver david is excelent and food supplied is top quality
excellent!!
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Brilliant

Didn't realise just how good they are until I spent two weeks trying two alternatives for a change.
Been using them for two years now. Pay a delivery pass so I can have as many deliveries as I want, as long as I spend forty pounds.
They really are good.The sell by dates are excellent. They never try to fob off short dated food on deliveries.
They very rarely substitute anything and I can't remember the last time something was out of stock. If its not in stock then it doesn't allow purchase on the web site, it is marked ' out of stock' simple, but the other sites could do with taking a big leaf out of Ocados book.
Well done Ocado you deserve 5 stars. Brilliant.
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Always fantastic

Both the choice and especially drivers are fantastic - very polite and genuinely nice people, eager to wait for you even when you are late. Love Ocado.
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Ocado - excellent service

I have used Ocado about 6 times now and will continue to do so. If I pick a slot say between 5pm - 6pm, spot on 5 he will arrive.

They always been very helpful and have never, touch wood, had items missing. Items packed very well. The receipt is brilliant, items in order of sell by date and easy to read.

can't fault them at all and will continue to use them for my weekly shop. It is also fun sitting at home at looking at the offers. Plus deliveries can be next day so slots are widely available.


Well done to all, including the drivers. They always offer to carry it to my kitchen but I always say 'no' as all ask is that is delivered to my house and let them put it in my hallway, thats it. Blimey, do people expect them to put it away as well!!!
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THEY WIPE UNFAVOURABLE REVIEWS

Things I found good with Ocado were recycling of bags, range of products and reviews, which can be very helpful.
However, recently I find that many of my reviews go missing. Several times I was contacted after the bad review of a product and asked if the supplier can ring me to discuss. Once such supplier asked me to send their scissors back and never bothered to refund my postage, which I had to write to Ocado for. I was encouraged to purchase another pair which was also rubbish and was asked if they can remove my negative review, which I said OK and it was before I realised scissors were bad in general.

Second time it happened, I said I don't want to speak to the supplier. I am writing the feedback for other shoppers, not so that suppliers can take up my time with some sob stories and persuade me to retract my negative review.
Recently I noticed that my reviews just go missing once someone reviews them. It only happens for bad ones and with smaller suppliers. It happened with my review of Fushi oil and Bionsen deodorant which cased such terrible reaction. I don't know if Ocado gets a call and feels they need to pander to suppliers who watch over these reviews, but I now take reviews with a pinch of salt, especially if they are good reviews.

Feedback was their unique selling point, now I just feel they manipulate what should be customer's honest opinion. I was never rude in my reviews so I don't know why they were banned apart from the fact that they are unfavorable to the product. And you cannot leave another review once you left a review.

Also, more often than not, their features allow you to add stuff that you cannot check out on certain dates, which is really annoying. It used to be a very nice, classy, upmarket type company but now I am finding certain things leave me not really liking the experience.
Ocado

Reply from Ocado

Hi Tinny,

Many thanks for your feedback pointing out that some of your reviews on Ocado.com may have been unjustifiably rejected by us. We will look into this and contact you via your Ocado registered email address. I hope you'll be reassured that our policies certainly don't explicitly target unfavourable reviews or allow suppliers to bias our decision-making.
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Completely superior in every way

Having used Tesco home delivery for over a year, I had become tired of missing/badly substituted/damaged items every single week and paying over the odds for poor service. Prior to that I had used Sainsbury home delivery for a month or so, which was utterly useless! I had resisted using Ocado because I assumed Waitrose were overpriced and I could get just as good quality groceries from Tesco. How wrong I was! Competitive prices from Waitrose for vastly superior products across the store, delivered for free (during most of the week, or a nominal charge Thurs/Fri/Weekend). I wish I had used Ocado before!
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Security policy ridiculous and offensive,

Tempted by various incentives and offers I recently put an order into Ocado for a delivery. I paid using my partners' credit card and it all seemed to go through fine. The delivery didn't arrive. On checking my email I found a email telling me the order had been cancelled for security reasons. I called the number listed and was told that I would need to provide Ocado with a copy of my council tax bill in order for them to deliver to me. The customer service operator told me that she might be able to get someone else to talk to me and possibly help me as I sounded very 'reasonable', by this I expect she meant I had the right kind of accent and language. But I would still need to send a copy of my council tax bill.

It's the first time I've been asked to produce evidence of my address in order to shop from a supermarket! We own our house, the credit cards are registered to this address and our credit rating is good.

I am left wondering whether it was my 'unusual' name, postcode or penchant for almonds that triggered this response. The customer services operator told me that she could get someone else to speak to me but they probably wouldn't disclose their policy to me.

I would be interested to know what the policy of Ocado is regarding who it considers worthy of being it's customers
Ocado

Reply from Ocado

Hi Ry, that doesn’t sound right. We’re sorry your first experience shopping with us was not as smooth as we’d hope. While we have security checks in place, mainly to verify the card details, we apologise if you were given incorrect information by the customer service operator you spoke to. We’d like to get to the bottom of this and help if you email us to ocado@ocado.com.
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Experience constantly ruined by poor packing

I want to like Ocado, I really do, but when items I've ordered arrived damaged every time I shop it's just not good enough. I believe this all comes down to an issue with the packing but either way I end up with soiled or damaged goods that get taken away by the driver or I have to request a refund. This has been going on for more than a year now and I feel as if I have no choice but to stop using them. To give an example, this week I am doing a roast dinner for 8 people, the shopping arrived Saturday morning and in one of the bags a pot of double cream had been crushed (as usual) and had spilt all over all the other items in the bag so I then had to go to Sainsburys to replace these items.
Ocado

Reply from Ocado

Hi Nathan,

We're very sorry to hear about your recent experience. We're always working on improving the way we pack things and would like to look into what happened. We'd like to help if you email ocado@ocado.com or give us your order number and we'll get someone to contact you.

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