We have been using ocado for over 2 years now and can not fault them. They are reliable and on time only once they did not make the allocated time slot and they phoned to tell us ,this was due to traffic . I have recommended them to family and friends.
Ordered goods for delivery Saturday (today) 11:00 - 12:00 and paid £6.49 for the 'service'. At 11:30 the driver called to say he would be late and wouldn't be able to deliver until after 2pm! When asked why he said 'traffic'. I called customer services who couldn't care less and they said the delay was because the driver left the depot late - so why not call when they knew from the start the delivery would not take place? The reply was 'he should have done that' What a joke. they charge the highest rates for deliveries and then can't get anywhere near the contracted time of delivery and don't tell you until they are already late. This company just does not care and doesn't even pretend to when you contact them. I will never use them again and will tell as many of my friends and family not to.
So I spent 2 hours on www.ocado.com ordering groceries on a Wednesday evening for them to be delivered on Thursday night between 10.30 pm - 11.30 pm.. On Thursday, I get a call at 10.15 pm from the driver saying he won't be able to deliver the groceries because he won't make it on time. And even if he does deliver them to me, he won't be able to get back to wherever he was supposed to get back, in time. The reason he gave was that 'a tree had fallen in his way' and 'there were roadworks going on.' Bare in mind, he was in Epping at the time and I live near blackwall E14 which is literally a 10 min. drive away and at that time of the night, may be even less. So, I said okay, I understand, but asked him to arrange for a re-delivery and he said that someone from the Customer Service will call me in the morning.
Next morning, no call from anyone in Ocado, so I call them up on their 0845 number and the customer service lady tells me that there was no message left for re-delivery, cancellation or a call back from any of the drivers. So I calmly ask her to re-arrange it for Saturday morning. She apologises and says that it's booked for Saturday morning. So here I was looking forward to having some food for the weekend, silly me!
Come Saturday morning, the time slot booked was between 9am-10am.. Had a work meeting at 12pm but so what, everything can wait because OCADO is delivering groceries.. At 11am, I finally lost my patience and called the Customer service to see what the hell was going on!! Guess what, I was told that nothing was re-booked for Saturday morning!!!!!!!!!!!!! He could see the items not delivered on Thursday but couldn't see on the system that they were re-booked for another day. By this time I was fuming!!!! HOW UNPROFESSIONAL AND EXTREMELY LAZY OF EACH AND EVERY OCADO STAFF THAT I HAD COME ACROSS IN THE LAST TWO DAYS.
I live a very busy life like most people and cannot afford to spend 2 hours shopping online, picking whole months groceries, then spend another 4 hours dealing with drivers, customer service and WAITING for the grocery delivery. That's just insulting the Customer and their time. I have shopped for groceries online for years and never had such an experience with any of the supermarkets. Tesco, Asda, Sainsbury's etc. they probably don't appear as fancy as Ocado but at least they DELIVER!
Ocado online grocery shop seems to have all the fancy offers and additional services but in reality FAILS TO DELIVER THE BASICS. As a groceries company Ocado should focus on 'DELIVERING' their products first and then think about adding other fancy premium services and adverts. I had to wait for two and a half days just to have my groceries delivered and now I am late for work. A COMPLETE JOKE!!!!!
Like a fool, I keep coming back to Ocado as I do love their range of meat and fish. Unfortunately, if I ever order anything like fresh fruit or veg, or packaged ready meals or items there is always a problem.
Substitutions are always really poor - with often the items they offer completely different to what you originally wanted, making a whole meal (or set of meals) impossible.
Fruit, veg and delicate items are always squished or with very short expiry.
Here is an album of some broccoli we recieved. Absolutely coated with bugs, deep in the crevices and flowers of the broccoli, so not a simple wash. http://imgur.com/Wl8Ir,HbEX5#1
My wife continues to berate me for letting the app upgrade occur (2 month now) the previous maybe 2012 app was easy to use and presented products in clear simple vibrant colours. The new app is cluttered with small product images and in presentation like wandering round a warehouse - shopping experience now painful for me every Friday as she mutters her way through it with the odd accusing glance... Have just checked out the waitrose site which dose look better so will be bravely suggesting a change.
I placed my huge monthly order which I normally spend with ASDA, but decoded to try OCADO. Altough their prices were a little more expensive I thought I would give them a try.
My order was due to arrive between 12-1pm so I waited....and waited....1.10pm, 1.30pm, so by 2.30 pm I checked online, it said my order was running 40 minutes late (It was more like 90 minutes!!) So I waited a little longer then decoded to give them a call.
Apparently they had not been able to take payment (It turns out I entered a number wrong, my fault) BUT instead of calling or emailing me, they just ignored me and lead me to believe my order was coming!
Safe to say I will spend my £600 a month elsewhere!!!!!! AVOID OCADO!
In one sentence. Delicious food options, easy to order, and always very friendly happy and helpful deliveries! Never a problem, always a delight ;) No need for anymore when purchasing something as basic as groceries.
For years I've avoided online grocery shopping because of the stories of substituted items and dodgy deliveries etc. Finally decided to give Ocado a try and I could not fault my first experience with them. My delivery was on time, the driver was courteous, and best of all I didn't have a single missing item. Even more amazing is that all my fresh produce was in good shape - I was fully expecting bruised bananas and tired veg but all of it was in perfect condition.
The colour-coded bags are a great idea for helping you unpack the fridge/freezer items first, and there was good attention to detail with my bottle of olive oil wrapped in an extra bag just in case of leaks.
It's a great feeling to know that my cupboards are now fully stocked without my usual exhausting trek round several supermarkets, trying to find all the ingredients I need!
This public traded company called Ocado must be writing its own review in my humble opinion. The pattern that has emerged is that once a bad review is left then you get a follow up of good reviews of similar sort. Well here is my experience but before I start If you believe that businesses should be fair non discriminatory please boycott @ ocado in the name of what Dr. Luther King stood for. Well see why. Evidence collated after contacting the complainants on other review forum suggests that majority as high as 95% of the complainants had a minority ethnicity background. So why in modern Britain ? What modern organisation discriminates openly ? Just read for yourself comments on other review sites, Company has a draconian culture of ruthlessly segmenting/ profiling their customers based on flawed assumptions, customers sent mould bread or best by products, orders cancelled if they presume your are of minority ethnic background ( of which their pathetic excuse is that you want to export there already expired products) is that how the cater for the needs of if you the supposedly top 1%? Your account will be deactivated and you will be asked to submit your council tax bill (this is invasive and a step too far), these guys does not respect peoples privacy, rude customer service and worst still you have 95% chance of being violated if you are from the minority background these are facts. Today I vote with my feet and raise awareness so you are not humiliated as this cannot be accepted. Look through the statistics it is basically self explanatory.
I know it sound questionable to praise something with 5 stars as well to use a strong adjective as is 'faultless' but, in my own experience, 'Ocado' does deserve it.
The internet site is very usable and appealing, the products that we can there find are the same as 'Waitrose', so great quality, with the added bonus that they also have their own 'Ocado' products with the same great quality and, frequently, better priced than the 'Waitrose' ones, if there is any problem with the order, to cancel or make changes is a breeze, the drivers arrive on time and are nice and helpful, the products are always delivered with no substitutions and with a reasonable expiration date.
I am disabled and in a wheelchair, therefore I have shopped at all the top supermarkets for home delivery. Each time I ordered my shopping I had many items missing from each supermarket, this is very frustrating when you are paying for delivery and not getting what you ordered. I have now started shopping with Ocado. This is THE BEST online shop ever. I have placed big orders and received ALL the items I ordered. The delivery men have been wonderful, very polite and courteous, and put all my shopping where I wanted it. I could not ask for anything more. Ocado will be the only online grocery shopping I will be using from now on. Give them a try you will not be disappointed.
I have ordered about four times, last one was today, I have to say I get the offers and no substitutions which is great, the food is not out of date or near out of date at all & my driver was polite at all times, delivery is so far always on time and my food was of good quality. I tried others e.g. asda which I had a horrendous experience and then went back to ocado. So far it has been good and I hope it keeps that way.
They refused to guarantee a driver who rude and intimidating to myself ( I was alone in the house with my baby ). Would not be allowed to deliver to our house again. After sending written confirmation my monthly pass would be cancelled in Nov 2012 they have just taken 2 payments for may and June 2013 despite not having ordered anything from them. Do not use!
First time ordering and will definitely choose ocado over tesco etc. Great value for money- especially with offering the voucher for the difference like the other supermarkets at the moment :) The quality was great, easy to order online! I booked deliberately a green slot where they were delivering in my area already, and was informed to recycle the bags, and explained how to find out more information- if anythings broken etc. The delivery man was very helpful, very friendly, and nothing was missing or broken :) I love the colour co-ordinated bags and the offer to bring them into the kitchen for us.
As probably guessed from the title this was our first time shopping with ocado. We used the handy £20.00 off voucher to get us started.
We found the website very easy to navigate and managed to find everything we were looking for first try. They have lots of different delivery times available, most of which were free (this trumps the big 3).
We placed our order on the Monday evening for a Tuesday evening delivery. Immediately after finalising the order we received an email detailing delivery date and time, a time up until which we could log on and edit our order (handy) and a detailed, itemised list of our shopping with associated offers and prices.
On Tuesday morning I received a text and email staying the time of delivery and that it would be Rob in the Cabbage Van who brings it. They also apologised for the fact that one item was out of stock but it was nice to be told in advance.
Our delivery arrived 15 minutes early with a very friendly and helpful driver who offered to carry it straight through to the kitchen. All items were sorted into bags by product type and labelled fridge, freezer, cupboard etc. this made the put away nice and quick.
All packed meats had at least 5+ days life on them. The fresh pork joint from the butcher only had 2 days but any fresh meat cut and packaged by an in store butcher usually has this short date to cover themselves.
There was only one downside which was that one item was missing. The receipt did state that we could log in online to request a refund for damaged/incorrect/missing items. I went online to do this which was nice and simple and hopefully the situation will be resolved.
Bar this, all in all I must say it was a great first experience and hopefully the standard will be repeated.
5 out of 7 weeks, my shop has arrived with at least one broken/leaking bottle, ruining other items. Ive spoke to customer sercive, and two managers who bleat the same story - we'll check its packed right next time. This week my box of firelighters, and carton of cat food arrived loose in a carrier back, as the packaging was once again soaked. Im expected to pay full price for damaged goods?? Im back to Tesco. Ocado does not appreciate your custom. What a joke they are