Ocado Anmeldelser 17.563

Ordered 6 containers of ghee and 3 of them were damaged and leaked during delivery. Sent photographic evidence but customer services threatened to close my account if I continued to chase refund then deactivated my Ocado account all because I asked for a refund on goods damaged by their driver

Great service and excellent choice of quality products from Ocado always good delivery and if any problems easy to sort .

Just a pre warning to anyone who is thinking about ordering from Ocado don’t. Everytime I order from Ocado there is always some produce that is ever poor quality damaged or rotten it’s really not worth the money. I had oranges which was black in my latest order altho I got the money back for the oranges I’m far from happy they always ask you to provide photos but clearly nothing ever gets done about the produce still

Typical, Got a long shift driving a taxi, can't get parked on my drive, for my well earned break...because one of their mongo drivers has blocked my driveway.. Big Sign too says:
"PLEASE DO NOT OBSTRUCT THIS DRIVEWAY"
Well Done!!!!
Ya whoppa!!!!

Excellent website so easy to order. Love variety of food options. Very reasonably price. I have no substitutes always arrives on time I could not be happier with service . Another plus is their customer service is excellent, they actually answer the phone and you can understand what is being spoken.

Booked a slot easily enough but I think the following will explain why. I have never seen as many out of stock items in my life. Is there a covid outbreak I've missed on the news? Because it was like going back in time six years. Will be switching to Sainsbury's until Ocado sort out their supply chain issues.

Update - Received a very considerate and helpful email from Lauren at Ocado apologizing for the unavailability of several items, and the offer of help to try and source specific items. Have not yet tried again on the website but will do so soon. Rating adjusted from a 1 to a 3 as a result, and will update accordingly once a new shop has been attempted.

Update 2 - Placed an order, obtaining a delivery slot was easy, and stock was an improvement. Still a few items missing but I guess that's how it is now. Upgrade to a 4 is fair.

Been an Ocado customer for over 10 years and don't plan on changing my food delivery provider.

I am honestly very surprised by the low overall rating as it doesn't match our experience hence this comment.

The pros:
- The main one for us is the diversity of choice, we joined for the partnership with Waitrose but quickly moved on to other brands we discovered on their website. It's a great platform for new producers to launch their products, they are not lost on bottom shelves but displayed on par with other brands (although the new “featured” list is a bit changing that but it’s quick to scroll through) and customers reviews are very useful to decide whether to try or not. They have a wide range of European products that you can't find somewhere else, such as French frozen products Picard, and they were stocking Mutti way before other supermarkets did. Sadly, they had to reduce the range of fresh foreign products with Brexit (I miss the French buckwheat galettes!) but the remaining range remains large.
- Convenience: we have a weekly delivery slot automatically booked up with our smart pass and the order is pre-populated from our favourites. You can update up until the day before and we can also easily cancel or move our delivery if needed. Yes, we have sometimes forgotten to update our order, my bad not theirs as they do send notifications. And yes, the fact that everything you buy automatically goes into your favourites can be annoying if you just want to try out something, but it means you can quickly find your regular items when using the search function, and you can easily amend your favourites and the content of your automatic basket.
- Very accurate in terms of items availability: in our c. 10y+ of weekly shopping with them, and comparing with occasional shops from other supermarkets, I can say that their technology does really work. We have a missing or substituted item maybe once every four shops, rarely more, substitutions are usually a good equivalent, and if you don’t like them, you can give them back to the driver. Would I rely on this delivery to get a key ingredient for an important dinner the next day (a criticism I’ve seen)? Probably not, but not because I’ve had issues in the past, more because I wouldn’t take the risk if indeed that particular item is that important. One point to note is that your items are not reserved just because you put them in your basket so if you want to get discounted items, the earlier your delivery is, the smaller the risk of them going out of stock as they will prioritize earlier orders – which makes sense.
- the items: I saw comments about damaged goods, but same here our experience has been positive on that front. Yes, you do get the occasional broken egg or squashed yogurt pot but it sometimes happens to me when I shop! Quality of fruits and vegs is good as well as the expiry date, again I have sometimes received a smaller broccoli head than planned and that same organic broccoli can sometimes be inhabited (that happens with organic!) but otherwise all is nice and fresh. Non-food items are packed separately and nicely wrapped for anything that is fragile. Bottles are also in their own cardboard packaging to prevent breakage. I note someone pointed out that the expiry date for flash sale items was short – well that is the point of the flash sale no? Like in any typical supermarket, the food expiring on the day is discounted, it’s the same here except you actually get a few days to still enjoy the food so it’s a plus for me.
- Which brings me to the customer service, we have barely had to use it since we started shopping with them but the refund portal is very well done and easy to use and refund are very smooth to process for any damaged items. Perhaps it helps to be long-standing customer but I’ve never had an issue that wasn’t resolve satisfactorily.
- The deliveries: our experience again is very good, they are occasionally late but traffic happens. My regular slot is in the evening and I don’t have to be anywhere else afterwards so I don’t mind receiving it later. To note they sometimes arrive earlier, in that case I always get a call from the driver to check if he can deliver sooner and up to me if I’m available or not. A 1h+ delay happened maybe twice so super exceptional.
- The drivers are amongst the nicest delivery people I’ve met, apart from a couple of exceptions, there are polite and courteous and really nice overall. Can’t say the same about Amazon drivers for sure…!

The bads:
- Yes sometimes I wish the driver wasn’t blocking my drive’s entrance or blocking the road for other users. You can leave delivery instructions on your profile but then drivers will not always follow them – not something I don’t get from other delivery drivers and not a point I get upset about to be honest.

Time slot at 7pm till 8pm. Women and kids at home waiting for this food. 7:50 get the below message it’s disgusting the drivers always find the property when she orders there’s no excuse. The driver wanted to go home early. I know this as the customer service rep Chloe who was actually decent tried to call him multiple times with no answer. If I did this at my job I’d get fired. How can you leave people with no shopping? To top it all off you then take the frozen stuff off for the redelivery. Outrageous.

Dear craig,
Unfortunately your driver has had an issue and won’t be able to deliver your order (order number: 1849282202483) due on 9 February 2026 at 7:00pm.
We know this is frustrating and we’re really sorry to let you down.
If you would like to re-book the same order, simply log in as normal and select ‘re-book’ to choose a new delivery slot.

DO NOT SHOP WITH OCADO!!!
My delivery had 5 items missing, despite of a text saying , "All is present and correct. No items missing!" Nonsense! My substitutes were a cauliflower, sardines, water etc. Also, the delivery man from Venezeula was over-friendly, and made up a story about him having all his money taken from his bank. Try Waitrose! Ocado has not refunded my missing items and I have not received compensation. Absolutely shameful. The links to reply to Ocado are NOT working on TrustPilot either! I am probably the greatest truth teller on this planet. I could NOT make this up in my entire lifetime!

I’ve been an Ocado customer for a number of years now but they have definitely got worse on a number of things. Today, after looking at the app and seeing that my order was to be delivered between 12:30 and 12:40pm, the driver arrived early and as I was out, he drove away so no shopping - very unhelpful. Other times, whoever packs orders must sometimes throw yoghurts and the likes in the bags as I’ve had split cartons and it ends up over everything. Seriously considering changing my online shopping provider.

Don't try anyone else.
Great to order, fresh produce is so much better than from sitting on supermarket shelves. I never het any replacements and the drivers are incredibly helpful and always with a smile and a little joke.

i have been shopping with Ocado for awhile now and yesterday i was due a delivery and i missed it due to over sleeping ,they tried contacting me via phone/email a few times when i called them some hours later they rearranged my delivery for free,they are very helpful i recommend them 100%

Had enough now with damages to items almost every single delivery. Bananas are always guaranteed to arrived totally bruised and mashed, but recently I've had burst cartons, smashed yoghurt pots. After 235 deliveries, I've finally decided not to continue with Ocado and am switching suppliers.

Driver lied that we were not at home.

Delivery slot was 9-10pm, order was cancelled before 9pm stating that we were not at home. Truly pathetic.

If I could give zero stars I would. Over 2 hours late with delivery for the second time. No communication. I have to chase them and then I am lectured about food waste if I refuse the order. Promised that the complaints team will get in touch but that hasn't happened either. No customer service. This company is a shambles. Avoid.

Not impressed with one of the selling points of their Smart Pass delivery. After a year of using and paying for Smart Pass there is an anniversary gift from Ocado. The gift, a £5 voucher code to use off a £75 spend with 3 weeks expiry date. Personally do not spend that amount in a delivery and find it a pretty poor incentive and question the advertisement of an annual gift as such. Passed this on to Customer Services.

Loving Ocado. Used to use Tesco. Hand over of shopping so much easier and the delivery drivers have been lovely (Richard, Matthias and Mark). Never had any problems with any of my items.

Purchased a brand of larger which I enjoyed and never had before. Don't really drink oftern but it came up on flash sale and took the plunge as stock up and have a few when sun arrives and guests come round.

On the previous product the date was OCTOBER 2026. Yay I thought. ... if I purchase these it will be around the same time or atleast after the summer spell we are all craving. After the delivery i noticed these ones go out of date March 2026. No mention of short date. Or no mention when you place order. I reached out to customer services
hope you are well. I picked up your refund request, and I am sorry that we let you down with Rosa Blanca Premium Lager Beer Cans dates, as they were not as long as expected.

I see that these items were purchased from our flash sales section. We do not offer a life guarantee on flash sale items as a shorter-than-normal date may be one of the reasons that they have been reduced. As these items have 7 weeks of shelf life we would not be able to offer a refund.

Now when you purchase anything you look for guidance of a date. But there is no mention that its a short dated product you are buying at a small reduced price.

So beware as they arent transparent in dates and don't feel the need to mention this for a product you'll purchase which you would assume is long life based on previous purchases of similar products. If I'd know I'd have sent some back.
Off to the orange shop from now on ....not worth the hassle

Also I have a driveway fit for a ocado van

They still park on neighbours drive even though I have told them not to and note on system to tell them that neighbours get upset

I have a weekly shop with Ocado and they are brilliant. Very rarely is something missing and the food is always to a high standard.

The order arrived to schedule and the driver was friendly and helpful