Ocado Reviews 

I am really thankful to Ocado for the great food it’s been delivering to my door for many years

We’ve been Ocado customers for years and the experience hitherto has been amazing.

The delivery drivers are consistently polite, professional and helpful, and the wide choice of delivery slots is a real strength.

Unfortunately, since the integration with M&S, the shopping experience has deteriorated significantly. Stock control has become consistently poor, with many products showing as unavailable for weeks on end. This is no longer an occasional inconvenience but a recurring problem that makes it difficult to rely on Ocado for a full weekly shop. We don’t have an M&S nearby now, so often means a trip to a big city - there’s hardly anything out of stock in an M&S Foodhall. Really don’t know what’s going on with Ocado - it’s sad. We’ve cancelled our Delivery Pass and now order every couple of months now: we used to be weekly shoppers with Ocado.

The worst example was last Christmas when we cancelled our Christmas grocery order altogether because so many of the items we wanted were out of stock. That is simply not what customers expect from a premium supermarket charging premium prices.

Ocado’s logistics and delivery operation remain first class, but those strengths are being undermined by persistent stock shortages. Until stock availability improves dramatically, it’s becoming increasingly difficult to justify paying a premium for a service that cannot reliably supply the products it advertises.

Ocado now makes you accept a once only code to login to their system
This is not acceptable working practice just to buy from a food shop
There was no consultation or warning of this change.
It is bad customer relations and I suggest you use a company that considers it's customers.
When asked why - there was no intelligent reply
This must be an IT dept trying to justify being employed - "if it's not broke then do not fixed it"

Generally I find Ocado to be good, but recently you have made a change to the security which is annoying. You have increased the security, so it emails every time you log in. Annoying, because now my wife cannot log in to add items to the shopping, because I am work. I cannot change the email to my wife's, as the email is the log in. Poorly thought through. You do not need this level of security to add items to the shopping. If my account details were being amended I could understand it, but not every time you amend the shop.

Updated Review

Following my original review, I think it’s only fair to update it.

Whilst my first order was frustrating due to my 35% first order discount not being applied correctly, Ocado eventually investigated the issue, acknowledged the problem and refunded the difference. It took far longer than it should have, but they did ultimately put things right and took my feedback seriously.

I received another delivery today and it was excellent. Communication was first class, the order arrived on time within the allocated slot, all of the products had excellent shelf life, and I was pleased to see that my previous feedback had clearly been acted upon. The glass bottles were packed much more sensibly, with just four bottles per bag using cardboard sleeves for added protection instead of nine loose bottles in plastic bags.

It’s refreshing to see a company not only resolve an issue but also listen to customer feedback and make visible improvements.

As a result, I’m happy to increase my rating from 1 star to 4 stars. No company gets everything right all of the time, but what matters is how they respond when things go wrong. Ocado have restored much of my confidence, and I hope they continue to deliver this improved standard of service. Well done to the team for listening, taking ownership and making positive changes.

A really disappointing first experience with Ocado.

The delivery itself was excellent, the driver was friendly, professional and the communication throughout was first class.

Unfortunately, everything after that has been incredibly frustrating. I used a 35% off first order voucher, but the discount applied was nowhere near 35%. Customer Services even admitted they couldn’t explain why the full discount hadn’t been applied, yet instead of simply correcting what appears to be an obvious mistake, the issue has now dragged on through seven emails over the course of a week with still no resolution.

I also ordered 18 glass bottles of tonic water, which arrived loose in plastic bags with nine heavy glass bottles in each bag. It would have made far more sense to leave them in the manufacturer’s cardboard cases for protection. I’m also surprised Ocado is still using so many plastic bags when most other retailers have moved to reusable crates, paper bags or more sustainable alternatives.

What should have been a simple “We’ve made a mistake, here’s your refund” has turned into an unnecessarily long and frustrating process. It’s no longer about the money, it’s about the principle and the lack of ownership.

A real shame, because the delivery experience deserved five stars, but the after-sales support has let the whole experience down. Based on this experience, I wouldn’t choose Ocado again. @ocado

Don't bother they put on 18 cans then when you get to checkout they change it to 10 but charge you top money.

Been a customer of Ocado for a while and generally happy with them. The ordering process was straightforward and the site was easy to navigate. The final price ended up higher than expected once fees were added. Might give them another chance down the line.

Just received my order. I have not been able to go out shopping due to the heat so I have used Ocado 3 times.
Everything was delivered correctly and on time by the polite staff

Aimal was above and beyond with his customer service this morning. Great respect for my property and helped explanation with substation. Extremely friendly, thank you very much. Maxine

Ever since Ocado decided to let rotten coders loose on their website login has been a nightmare. This is the SECOND time I've been unable to modify/add to my order - there WILL NOT be a third. And, BTW, please refrain from sending me your standard boilerplate 'sorry but...' response. FIX IT or watch customers vote with their feet..

I’ve been using Ocado for years and have loved it, that is until the last couple of months.
I love the convenience and the variety of products and for a couple of years have paid £8.99 per month for a smart pass. This has now increased to £9.99 and the quality of products has dwindled. I order ever week, sometimes more and I can almost guarantee that I am forced to request a refund because of damages. I’ve stopped buying eggs because they’re always smashed. But lately there’s always something crushed or leaked on because raw chicken has been packed in the same bag as fresh foods and the chicken packaging is split. The packaging itself I’m guessing is done mechanically as I doubt a human being would pack fragile items in the same bag as potatoes or other heavy items in top. 2 weeks ago I was handed a “split wide open” bag at my door and told to be careful as it was very heavy and the bag was damaged. This bag along contained 3 different cleaning products, crisps, bread cakes, nuts, air freshener and fruit cider. No surprise that the bag split. Needless to say I’ve cancelled my smart pass and am reducing my ordering now to an absolute minimum. I’m sick and tired of the damages and the quality and shelf life of the food. Ocado is definitely not what it was a few years back when I first started shopping with them.
There are certain items I like that I can’t get elsewhere so will stick to ordering the things I like as and when I need them but will do my regular shop elsewhere.

Booked a 4pm till 5pm delivery slot this didn't happen nor any contact with management from Ocado. The only contact I had was through the app saying 5m till 5.20pm. I pay for a subscription for time slots which Ocado can't adere too. I asked the driver he said he was late going in to load up making him late for the rest of his shift. When it matters to let the customer know of any problems the Customer service or the management in Ocado Peterborough depot weren't bothered to let ring.

Quality, choice and availability of goods excellent.
Usually a long shelf life of perishable goods.
Drivers friendly, polite and helpful.
Let down by discount codes for shopping and delivery that are hardly ever recognised.

After years of being an Ocado Customer I have a delivery nearly every week, today my order just didn't arrive. I had the email giving me the delivery time but they just didn't show. I had a one second call I actually had the phone in my hand but they rang off and then did not answer when I tried to call back. I got through to customer service who said the driver could not find my address. Nonsense! I was offered a £10 voucher and a delivery at 10 oclock at night. My husband is a lorry driver and gets up early so this is no good. I was charged £7 for missing a class I go to so the £10 is rubbish. I am really disappointed as this was food for lunch tomorrow , tonights tea etc. Not good enough from Ocado. Update Ocado contacted me privately and I am now happy with the resolve and hopefully no further issues with deliveries.

Ocado now requires an email MFA code every time you shop. Every single time you login. Every single time you want to add a pint of milk.

But just on their website. So this is an aggressive, anti-consumer action to make people use the app.

The told me I should leave a browser window open with Ocado in it 24/7 and never reboot or turn off my computer in order to avoid the code. Really.

Their customer service team is full of waffle, trying to justify the move which makes no sense. Banks which are heavily regulated require less security, so how can they justify it?! They can't.

So now you have to wait for the code, then go through about eight pages of check out just to buy anything.

Well, this customer is going elsewhere.

What the hell happened to Ocado.

Ediy for the reply: I know you have implemented it. It's what I'm complaining about. Is it that difficult to grasp? You're better off not replying at all.

I have been a customer for a very long time, in that time I've had all sorts of issues with Ocado. Nothing compared to today. I saw the van I thought id got a few seconds spare to grab a cardi as felt cold as early morning delivery. Whilst grabbing a jumper and walking down the stairs the driver pressing my bell and constantly banged on my door then a few seconds later he he's banging banging bangng on my door. He didn't wait he wasn't pleasant; he attacked me. I said excuse me you don't need to bang constantly on my door it's early. I said I went to get a cardi why can't you wait? It's was seconds he pushed the crate with his foot said here get your shopping you want or what? Not the service I expect from this company. He was rude, didn't listen because I didn't get down quicker enough for him seconds we were looking at. He could have called and said everything ok? Show some compassion. He said uou know what? I am taking your shopping away and off he did. i spoke to the Hub straight away I was upset crying. This is not excellent customer service. The driver didn't return. Nor did he log it with the hub. This driver needs training on customer service and a warning because no customer should have that kind of incident ever.

We've shopped with Ocado for over 15 years and have almost always had good service and experiences. However, the introduction of multi-factor authentication to login is hopeless. 9 times out of 10 it doesn't send an email at all, so it isn't possible to login. But worse than that my wife and I both use the account to place and edit orders. It's all very well saying that it to protect my details and no one else can access them, but the email address is mine so if I'm not available my wife can't login at all - even if the system deigns it appropriate to send a code.

Online shopping should be easy, I can go into any supermarket and pick what I want then pay for it, no proving I'm human, no receiving an email before I'm allowed through the door. But Ocado seem to have a new system which adds all of that, but generally leaves the door locked and bolted.

If it doesn't change, and very soon, I'll be going elsewhere. Which would be a shame, but if I can't login I can't order - and that is useless for an online supermarket.

Like many other reviewers, I've experienced issues with items being out of stock and missing from my orders. I’ve had one cancelled order. What I find disappointing is that many people seem to blame the delivery drivers, while Ocado appears happy for them to take the criticism.

I've been an Ocado customer for years and have spoken to many of the drivers during deliveries. They consistently describe working long hours, often with little or no opportunity to take breaks. From my experience, the drivers are doing their best within a system they don't control.

The recurring stock issues and service problems seem to be operational rather than the fault of the drivers. I hope Ocado addresses the root causes instead of allowing frontline staff to bear the brunt of customer frustration.

If customer feedback is taken down, it inevitably reduces transparency and makes it harder for other customers to see a full picture of people's experiences.

I used to use Ocado all the time and be impressed with their ability to fulfil the order. Sadly things have changed and can virtually guarantee that the whole order will not be delivered. Always something missing, and told at the last minute. Five hours before my order is due, have found out all the party plates and cups are not going to be delivered.