I have ordered from Ocado several times and over time the prices seem to have been going up. Delivery charges are now between £7 and £9 and this seems like far too much to spend on having my shopping delivered. I have recently moved to Tesco online delivery and find that they offer the same quality of product, cheaper delivery charges and overall the quantity of food I can get for the same money is double that which I would get from Ocado.
I just love Ocado. They deliver early in the morning and late at night and on Sundays. Their fruit and veg are always good quality and they have a 1 hour window and always deliver in that time. They send a text before they deliver and if there is a problem they always let you know. You cannot fault their customer serivce.
The guys that work for Ocado are first rate. Nothing is ever too much for them. MY friend lives on 3rd floor in London and whilst I was there last week they delivered 11 bags of shopping up the stairs. Felt sorry for the guy but his attitude was first rate. Opening an account with them myself after that kind of service
The user experience of both the website and phone app is first class. The customer service is also far better than the other 2 main supermarket chains I've used in the past (both online and in-store). You really feel like Ocado cares about you as a customer.
The only reasons I haven't given 5 stars are:
1. The reduced range of products compared to other supermarkets, which means I have to go elsewhere for some items e.g. frozen lean mince.
2. At Christmas, they favoured large one-off bulk orders (>£90) over their regular customers doing a standard shop, but I think they responded to feedback and tried to rectify the situation quickly.
I've used Ocado probably about 10 times. 3 times they were way way out of time for their delivery slot. Once delivering at 2am!!
It's really not cool.
When I complained to Ocado, they didn't apologise - merely said they can't always deliver in the allocated time slot. That's pretty much it.
So why bother choosing one?
Other than that, food is well packaged and 99% of the time they had everything I ordered.
I have used Ocado several times now after receiving a good offer for my first shop. The website is very easy to use, their email and text communications are informative and useful, the delivery drivers are very professional and polite, food well packed and of an excellent quality - I have already recommended them to several people.
Working in Marketing, I always feel disappointed with a lot of brands. But Ocado have far surpassed my expectations, and I wouldn't consider using a different supermarket
I used Ocado due to a great offer.Ordered £75 worth of groceries,chose my delivery slot and waited.My slot was 21.30-22.30 shopping arrived at 21.00pm(great).Driver was very friendly and food was well packed,I had 2 damaged items that ive requested a refund for.But otherwise spot on.Will use again(refund result being positive).
I have tried all of the other major supermarkets grocery delivery service & I must admit that I have found Ocado to be the best. Their mobile phone app is easy to use, I like their 1 hour time slot instead of 2 hours, you receive a text to confirm who the driver is, van registration & if there are any missing items, which over the years have been very few and far between.I use to have so many missing items or ridiculous substitutes from the other supermarkets.On a few occasions where an item has been damaged, its been refunded, no problems.Once a driver was running late due an accident but he called to let me know. Okay, so they use Waitrose's which compared to the cheaper supermarkets, is a little more expensive, however I do find that the fresh food is of better quality & will last longer which for me, is worth the extra as there is a lot less waste if any.
Several late deliveries have completely put me off using ocado again. I started using them a year ago and was extremely impressed with the service, staff and quality of goods. Unfortunately it all started going wrong with week after week of late deliveries, culminating in an order actually being cancelled altogether. I must admit ocado were good at refunding delivery charges, giving free bottles of wine as well as giving compensation but at the end of the day I just wanted my shopping to arrive in the allocated time slot. Such a shame as I really liked their food.
Ocado have demonstrated a high level of good customer service. There is a decent product range available, with most well known brands and a few ethical, fair trade names too. Delivery is mostly an efficient, friendly service. Any issues are always dealt with promptly.
The website is easy to navigate and product information is good. Excellent choice of 1-hour delivery slots. My orders are complete as ordered more than 90% of the time, and I have never had more than 3 missing or substituted items in one order. Delivery staff are polite, helpful and professional. Generally the produce is reasonably fresh, but can probably do better. Another bug-bear is that they often offer discounts to non-delivery pass holders, but when I was a delivery pass holder, I never received any. They should reward customer loyalty!
We have ordered food for delivery from most of the 'usual suspects', but Ocado beat all the others on customer care hands down.
Very rarely items are missing, they always keep you informed of when to expect your delivery, and what items are missing in advance (which is rare), so that you can decide whether or not you want their alternative selection.
The delivery people are always polite and courteous. And the bag labelling system is 2nd to none!
I have been using Ocado for the last few years, usually on a weekly basis, and have very little cause for complaint. I have had hardly any late deliveries,and when they are running late I get a phone call to let me know. The drivers are polite and helpful, as have been customer services on the rare occasions when I have needed to talk with them. There was only one occasion when the delivery was very late and I had to go out, however I left customer services access details so that the driver could let himself in. When I got home, all the shopping had been put away in the fridge, freezer and cupboards. On top of that, I got a ten pound voucher off my next shop.
By far the best online supermarket- and Waitrose quality as well!!
I've bought my shopping from Ocado every week for the last few years. They're generally reliable, offer a good range of products and highlight savings clearly both on their site and their iPhone app. I do most of my shopping via the app as I find it faster and love the fact that it stores payment details so you can order quickly. Their website is very frustrating and does not load very quickly, nominates things as favourites with no obvious logic (which I have tried to amend numerous time to be more useful without much success) and isn't as helpful as it could be. Drivers are always polite. Were it not for the fact that service standards seem to have been slipping over the last year or so (missed items, late deliveries, etc.) I would have given this a 5. Good customer service over the phone and no quibbles about refunds for missing items, which makes up for a lot.
Waitrose quality, and Ocado's easy to navigate website, and efficient delivery make shopping on this site a pleasure.
Ocado know how to build a GUI! Intuitive, good looking, fully functional. Your website is a joy to use and a great credit to your dev team!
Having been a customer for over 2 years my only critism is that your deliveries have been slowly but surely becoming more and more unreliable! It was very rare for a delivery to be late, more often I received a call to ask if it was ok to delivery early. Over the last 6 months its been the opposite! Out of the the last 4 weeks 3 deliveries have been late!
Have you just become too popular? If so, capacity, capacity, capacity! :-) Please!!!!
As a first time customer taking advantage of the £15 off a first shop I was impressed with the service. Delivery charges are far better than that of competitors, they even have free slots!
Food was fresh, driver was professional and punctual. I even had a phone call asking if he could deliver early! The receipt shows you in what order you need to consume food for sell by dates- a handy little tool to help ensure nothing is wasted!
As John Gorring has stated below, the Tesco Price Match is very misleading. As a Tesco customer I know when the products I buy are on offer and noticed a number of their price matches were matched when bought in singles but were actually on offer at Tesco which could save you a substantial amount. For example, Lucozade 6 pack priced matched at £3.70. Tesco: 2 for £6.
Overall, impressed with the service. They just need to be careful about the price matching of competitors.
I used to use Ocado a lot, but stopped using them some years ago, because (I lived in a different area then) they kept packing eggs and meat with foods you don't cook eg fresh eggs - always broken - in with bread. It didn't matter how often I complained - the next week it would be the same. Well I moved and finally decided to use them again. After only the second delivery, I found they had packed fresh chicken with scotch eggs and fresh milk! Don't these people have any knowledge of food standards, or care that they could be giving us salmonella poisoning? When you think how much publicity there is about raw poultry and how careful you have to be! As far as I'm concerned Ocado = poison
If you see a product marked "Tesco Price Match" would you think that it meant that the product would be the same price as Tesco?
On Ocado it means something completely different, it actually means that the item is probably on special offer at Tesco but Ocado are proud to offer the same item at, in one instance 150% of Tesco's current price.
I did complain, after a long wait on their 0845 number, to a smug and condescending customer service operator. Only to have it suggested that I was foolish not to have read all the exhaustive terms and conditions in the very light grey, very small print in the terms and conditions.
Ocado, if you have to hide details of a promotion in the small print, then you have, by definition, something to hide.
The one thing I did expect from Ocado, was quality, let's be fair they don't have the overheads of the big supermarket chains, and their prices are considerably higher. I was however disappointed both with the standard of customer service and the quality of the fresh produce.
Ocado's only redeeming factor was the punctuality of the delivery and the freindly professionalism of the deliver driver.
Gary found this review useful
Having just received my very first online shopping I have to say how impressed I was with OCADO.
For the last 29 years I have on average spent a couple of hours each week trudging around Sainsburys doing the shopping.
Tempted by the £15 off I decided to give it a try.
The site was easy to navigate, the whole process took me quite a long time to complete (I know it will get quicker) but it was so worth it.
The delivery was early ( a bonus ) and the driver couldn't have been more helpful, thanks Jonny.
The shopping ,all present, correct and well packed. The beauty of ordering from OCADO is that your goods have never been in Supermarket and never been handled by the public or sat outside the Store waiting for someone else to put it on the shelves.
I will use OCADO again for sure.
I have been using Ocado for 1 year now. They always turn up on time if not early! ( ideal when you've paid nothing for a graveyard slot and they ring asking if you mind tham arriving at 7:30pm!) Have had 2 substitutions in 30 or so orders and they carry the bags up 3 flights of stairs and into my kitchen with no complaints of health and safety balloney like other reputable supermarkets once may not name here...
How can you not love this grocery delivery service. The website is amazing. EZ to navigate, massive amounts of info & EZ to check out. You can always edit you order if you forget something. They work in 1 hour delivery time slots which is great for my BZ schedule. The drivers are always friendly & prompt. Products are fresh & plentiful.
Good Job Ocado!!
I use Ocado every week and they always deliver on time and service is amazing. They have a large selection of won brand, main brands and an essential range & the quality of food is really good. In comparison with other supermarkets I find the amount I spend on food is easily compariable and I don't throw away anything as they always select food with long use by dates and they help by itemising the food in use by on the statement.
Whenever I use Ocado, I never have any of the problems I have with Tesco, Asda, Sainsbury's. The price of Ocado appears to be getting more competitive in the past few monrhs.
The driver has always been oitside the door early. I always arrange for the first delivery slot so this could be why. However I have never been given substitutions or been advised that an item is unavailable. For this reason it negates any price difference compared to the big 4 supermarkets. Who always seem to give substitutions.
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