Ocado Anmeldelser 

Shopping with Ocado has generally been ok but why post voucher codes to me personally that I cannot use because I am an existing customer, not a new one? I think that they shouldn't be complacent enough to assume that existing customers will always shop with them and therefore don't deserve any vouchers. There are other supermarkets to choose from, they don't hold the monopoly. A goodwill gesture was not even offered to a long time customer. Poor response, shame on you Ocado!

Ocado is always my go to for grocery deliveries. A great choice of products, an app that is very easy to use, great customer service and very polite delivery drivers that are always on time. I also like that they keep fridge and freezer items in separate bags. The use by dates are also longer than ive had with any other supermarket delivery. I also love their flash sales in the last week before your shopping is delivered and have had some great deals.

I agree with other reviewers that Ocado has really gone downhill over the past year. So many items come damaged or loaded into bags without care. Something has definitely changed with Ocado.

Had an order delivered today. Green scotch bonnets and long red chillies are actually fat green habaneros. One product missing and don’t start me on their mixed salad leaves! It’s a bag of spinach! Really poor. Won’t be ordering again

I am 74, walk with a stick and unwell. I'm out of a lot of food. I sat in front of the door, phones beside me for 2 mornings. The doorbell didn't ring nor the phone. Horrendous. Use a supermarket.

Disgusted at the way I've been treat Ocado and their customer service, having spent several thousand pounds using their online delivery service for the last 7 years or so.

I received several tins of Heinz soup completely different from what I ordered (Chicken Noodle and Tomato soup but received Baxters Basil/Plain Chicken). I hadn't tried them before, so said to the driver that I would, because my delivery was due 12-4 but I still hadn't received my list by 1pm and by that time, I had other things to do.

Ocado’s policy that I “must return goods to driver to qualify for refund” conflicts with Consumer Rights Act 2015. When a trader supplies incorrect goods:

✅ I am entitled to full refund
✅ I am NOT required to return them at my inconvenience or risk refusal
✅ You cannot make me responsible for logistics failures or lack of driver collection.

Upon contacting customer service to request a refund, I was rejected. Oh, this also includes substituting my 750ml milkshake, 4 bottles for 4 x 330ml and charging me exactly the same price, because the larger bottles had been on offer. Despite Ocado's prices being sky high already, I remained a loyal customer to them, but after the way I've been treat by the Gateshead store, I will not be returning ever again. My refunds for these were rejected, despite them not being my choice. I never ever had this trouble when the Leeds delivery service used to deliver to me. Yes, they made mistakes, but I always got my refund.

So Ocado, that's a few thousand pounds per year you'll be down because of losing my business, for the sake of £20 refund on unsuitable goods.

Having been an Ocado Customer for some time, I was surprised to have a "Small order" fee applied to my latest £64.00 order!
Having not experienced this in the past (an indication of my usual order size) I am surprised to find this fee has been levied and that it has been an Ocado policy for a while, particularly in light of the apparent reduced range of goods available.
So I think that Ocado have to decide whether they wish to charge this £1.00 fee, or not receive any monies from me at all, as I have cancelled the order. We appear to have come some way from a minimum order of £40 without a “Small Order” surcharge.
I do enjoy the social interaction of my local M&S & Sainsbury's, and shall even more so in the future it would seem.

Ocado was a treat for a lady on a budget as sometimes I get good offers. But similar problems as everyone else. Smashed up food and short dated food. I have coeliac disease and they substitute my food for a different type without telling me. The driver did not mention. When I told customer service they said just check online for stock?! How does that help me? Substituting people's food without asking them when they have allergies and the vast majority of their shopping is gluten free is dangerous and very careless. This is my second delivery with an issue so ill save my money and go to aldi. Longer life fresh foods and similar treatment of your shopping( ie lets throw it around!)at a much cheaper price! Ocado please don't leave me an non interested generic reply. Im not interested!

I have been using Ocado for years and received nothing but exceptional service. The delivery drivers are always pleasant and extremely helpful. If there is an issue it is dealt with quickly and effectively. I can't fault them.

I tried several times to pay my annual Smat pass fee but the app had a problem. I tried to pay by phone but the call staff refused payment. There's a serious problem when companies don't want money. I managed to solve the issue by using two phones to fool the app into accepting payment. Customer care could only recite company rules. Made no effort to help.

Same old trite reply. It appears that the company rules and regulations come first before customer care and accepting payment.

As a loyal customer to Ocado for several years, it is very disapointing to find that you still have issues with your stock availability. I have experienced this before with you, but things had seemed to improve. However I have experienced serious problems with my last few orders.Ihave a reserved slot once a week and had ordered candles that were on offer and showed clearly that they were in stock but on three deliveries in the past three weeks, you have failed to deliver them and I am told by customer services that they will more than likely not be on my orders this week. I cannot understand how your stock ordering is so unreliable, when it is ordered and shows that you have the stock availability. I note that there are more bad reviews than good ones and amongst other things complained about, stock availability is certainly one of them. I know that you are liable to blame the suppliers , but it is the Ocado name that takes the hit.

What on earth is going wrong? Used to be my go to for excellent quality and convenience of having it delivered in bags, this is especially helpful due to having a disability. My last 9 months of deliveries have just got worse and worse, the last one had crushed food, due to the awful packing, frozen mixed with fresh, and cooked meat packed with chilled meat! When I complained I had to ask for a refund as none was forthcoming and as for an actual apology for the inconvenience of having to then go shopping anyway, forget it! The drivers seem stressed and not enjoying the job which probably isn’t surprising I can’t imagine staff being well treated if the customers don’t matter! Add that to the obvious fall in quality of the actual food and it’s time to look elsewhere! The one star is for the convenience of bags!!

Now a former customer after 15 years. Doubt the chocolate teapot AI bot that now passes for customer service will care! Terrible.

Driver spent 30 minutes plus from 10.30pm with lights on and a very loud noise presumably from the chiller. Have a bit of common sense

This as happened a few times now. My delivery has been late. No one contacts me to say. And I am not happy, my delivery should have been 11.30 to 12.30, still not arrived. I need to go out in about 15 minutes. If this keeps happening I will go back to Morrisons. Judith Taylor

Crushed leaking items, raw leaking meats packed with open fruit, mouldy food, late deliveries, poor selection and overpriced. Too many issues to list but our recent order was beyond unacceptable. This time it arrived well on time but a huge amount had to be refunded and I’m still waiting on a few items to be approved for refund - which is again, very poor.

Our most recent delivery had so many crushed items that were leaking, I really did wonder what had happened to our bags. Most of the items were wet too, and a huge box of tomatoes had bright green mould - but my main peeve on this occasion was the laziness of the packing. I’ve come to accept this over the years but I’m completely baffled as to why Ocado asks if you wants want raw meat items packed in a separate bag and then still goes ahead and packs it with open fruit, including berries with packaging that has holes in it?! It’s mind-boggling, I do feel one day that they are going to make someone very sick or worse with what they are doing, it’s disgusting. They do this with every shop but this time the raw meat packaging split (due to their shoddy packing) and went over everything, rendering it unusable. The laziness of this company and pure greed is just terrible.

And also, we’ve been lucky the past few times that our driver has been on time, but they’re often way past the delivery time with no courtesy phone calls etc, they expect you to just sit there and wait for hours and cancel your plans. Why I pay for a delivery pass for such an incompetent company, I don’t know. It’s time for me to leave and spare myself the grief of Ocado, especially with Christmas coming up and source other options.

Absolutely disgraceful and embarrassing system…order total was £118, payment was pre-authorised but tried taking out an extra £5 which obviously would be declined because this was not the preauthorised amount?? and now order cancelled…twice I’ve tried using Ocado and had the same issue on both occasions. There is absolutely no reason why there’s a need to cancel the order considering you state on your own website that payment is took AFTER delivery, why not send people an update payment method email considering it’s roughly 9 hours away from my delivery slot? Actually listen to people’s feedback and implement this because you can see from majority of your reviews that people have the same problem…thought it would be common sense?

Used Ocado for years. I have tried others but none match up to Ocado drivers. Always pleasant and helpful. Only had 1 replacement. You know what you order you get. As a disabled person getting shopping in bags is vital. And they always offer to take to kitchen. Well done Ocado

I have no problems with non deliveries, staff, missing items, or extra charges. However the carrier bag system is not ideal because items like rolls, breads, cakes often arrive squashed. They are robot packed so I don’t know how much thinking about suitability of packing goes on, but today I unpacked a bag of brioche rolls that were completely flattened as though steam rollered. So flat, you could not cut them open and as this was the worst case of damage, I was prompted to write a review.