Ocado Recenzje 

Very poor customer service. Unhelpful. Will never ever order from Ocado, they are so bad.

The shopping experience itself was ok - the delivery person was great. But I left a 1 star review for a product which has neither been accepted, rejected, published, or made available for me to edit months later. Cannot leave a new review because I've "already left one". I have to assume it's an attempt to artificially depress negative product reviews to keep suppliers happy. Dissappointing.

My account was hacked due to a 'third party data breach' - thats what Ocado called it. This allowed someone to log in to my account, change my phone number, add a new delivery address and place a order to be delivered at 6am the next morning, I assume keeping the time frame short to lessen the likelihood of me spotting it (whch worked). Called Ocado, no refund will be given, even though they acknowledged the account had been hacked, take it up with your bank was the response, very helpful.

I have had an account with Ocado for quite some time which has worked reasonably well until now. Anew feature is that to access your account yu have to input a verification code which in my case will not work and so if Ocado do not want me as a customer I am going to transfer my business to Tesco who do not give me any problems

Absolute total rubbish, all they've done to me 6x is cancel my orders.
Customer service is dreadful they dont care if your housebound either.

Never using them again.

Had an order booked for 530-630am last week, they emailed at 22.10 the night before to cancel it, saying payment failed, even though it confirmed when I last checked out, and there was more than enough in there to cover it. We only saw this when we woke up. No attempted phone call. This meant no food for the kids school packed lunch.

I emailed them at 4am, but they didn't reply again for over 8 hours.

I then spoke to somebody who said the email was at 22.10 as cut-off was 22.00, so had to remind her that the cut off for an early morning order is actually 18.50, so it took over 3 hours to inform me of the cancellation.

A manager then emailed and said "On a customers first order with us, or first order with us in over 90 days, when a new card is used, or when a new address is used as well as at random, we take a pre-authorisation payment to be able to secure the funds before delivery."

I replied to ask which of these applied in this instance (knowing full well that none of them did).

Over 24 hours passed with no reply, so I chased again. Another manager emailed to confirm the first manager was incorrect/lying and said "As you have not made any recent changes to your payment method or address, it does look like this has been a random pre authorisation check."

I've received no offer of compensation.

I then had a pre-booked order today for 530-630am and it turned up late. No apology from the driver. I got a text at 0700 to tell me I had an order today between 0530-0630

Absolute shambles of a company, with awful customer service

Avoid

I’ve been using Ocado for years as I have to shop
Gluten and dairy free for my disabled son. One particular item was out of stock
So I asked customer service who were vague, so then I asked Birdseye who batted me back to Ocado . Seeing the items back in stock, I placed an order only to be told 3 hours before delivery that 14 of my items were missing . Customer service reckon they only got told then (too late for me to cancel my order ). I insisted they refund my delivery charge and all they’ve done is give me a very small credit note to use on my next delivery . There won’t be a next delivery . Don’t know what’s happened with this company but it’s gone right downhill and customer services is a contradiction in terms . I will now travel 50 mile round trip to my nearest Waitrose to get the item instead .

Sent rotten food on 4 occasions - despite me raising this formally with Ocado and them promising it wouldn't happen again, I've now received rotten apples for the 4th time in a row. This was the reason I left as a customer 2-3 years previously - it very clear they are not following the right practices when it comes to keeping food fresh.

Received a request for more information from Ocado and....nothing.

It's mind-blowing to me that big companies like Ocado don't invest more money in learning how to fix a broken relationship with a customer. It is simply not enough to refund the customer's money. Because this doesn't take into account the frustration, the time, the effort, the energy, of the poor service in the first place.

It's as simple as asking the customer, "What would it take to resolve this situation?" That is how you fix a broken customer relationship. It will be interesting to see if Ocado have a genuine desire to resolve this or not. I wonder if I will hear from them.

Have been using Ocado for many years as have mobility issues which causes personal shopping to be a difficulty. In essence they have been fabulous and their drivers bring the groceries into the kitchen and are always polite and efficient. On the very few occasions I have had an issue they have sorted it immediately and their customer service activity understands what customer service is and seems to genuinely care and have pride in their company. Thank you Ocado

First time using Ocado and we had an issue with a bottle of shampoo breaking over everything. Luckily it was all wipeable and no damage to other items. The delivery guy was great - helpful and immediately refunded the shampoo. Hence the 5 stars. It’s not about things going wrong when it comes to service provision - it’s about how the resolution is handled. Many companies simply don’t get this. Ocado does.

I’ve done 5 big shops in a week I have to say this I’ve tried Tesco, Sainsburys, Asda & Iceland and found Ocado simply the best shopping experience the food is quality and the prices are so good but the most important part is the support from customer services they have treated me with great respect I’ve been looking for a online shopping food app like this for years that treats their customers well with great food and excellent customer service well here it is Ocado is that app, I highly recommend signing up I am literally the happiest with my grocery shopping I will be using Ocado going forward for everything they have delivered everything I ordered with no substitutes also the food was in mint condition, they will have me as a customer for many years to come they have proved their worth

I have previously reviewed Ocado with a high rating, but there are some things that need the attention drawn to. Earlier today, I booked a slot and chose products for my order. After I finished shopping, I was then invited to choose a delivery slot - again! This implied that my original slot booking had expired! While other supermarkets will give a warning during shopping about expiry time, Ocado unceremoniously and high-handedly cancels it. My original slot was gone and could not be rebooked. Very poor show! Sorry, Ocado, but you should give customers more than the small amount of time you allocate to shopping to actually finish their shop, and have the decency to ask if "more shopping time is needed" or some such before cancelling without customer warning or permission.

I am also not impressed with the rewards system. Assuming it has not changed since I last used it, we are obliged to be subjected to annoyingly frequent marketing emails that clog the inbox, just for the privilege of receiving discounts on products which are only valid if bought within a month! Again, sorry, Ocado, but I do not use you every month, and the system does not really encourage "loyalty" in the sense that other supermarkets have loyalty incentives and discounts. This feels more like coercion and lack of respect.

On the plus side, one of the things I do like about Ocado is their no-fuss (usually) refund of goods that are damaged/leaking or too close to sell-by date or perhaps do not meet the expectation given by their sales photo.

And one more thing. Logging in to my account today was harder than ever. I had to identify traffic lights, fire hydrants and motorbikes in about eight sets of pictures. Couldn't Ocado just do 2-step verification and send a code to my phone? I seriously thought I was not going to be able to log in, and was on the verge of going to another supermarket website instead. In one respect the difficulty was "reassuring" but in another it was plain daft and off-putting.

It’s was ok, good offers but again not suitable for a single person, added charges for small orders changing you for Carrier bags that didn’t ask for not only that putting less in the bags so you get charged for more bags than actually needed.
I hate shopping, but won’t use online anymore due to costs involved.

Unfortunately this is the last time i will be using Ocado. Items missing, defrosted, and wet bread rolls. Every week there's something wrong.

Not specifically related to the company, but to the calibre of the people they employ, particularly David Saunders.
David came to my rescue when all other motorists were driving past a poor and very scared lost sheep with her lamb, running down a main road near Speldhurst on the 10th of June 2026. I was chasing them and trying to stop the sheep from continuing into traffic. No one else seemed to care about me or the animals. Along comes David in his work vehicle and he chooses to not only stop and help me, but thanks to him we were able to get the sheep off of the road and returned to their owner safely. David, I cannot thank you enough for your help - you truly did your company proud, and I think I will start using Ocado just because of you! I apologise that it has taken me so long to find a way to try and thank you. All the best - A very grateful Vet.

I have always found Ocado’s food quality to be excellent, but this experience has seriously affected my confidence in relying on them for important occasions.

My delivery was due at 7:30pm, but the driver called to say a field fire had closed the roads. I completely understand that emergencies happen and I don’t blame Ocado for something outside their control.

The problem was what happened next. I asked the driver if the order could be delivered the following morning, and he said he would check and get back to me. I never heard anything further. Instead, I was left waiting all evening before eventually receiving a generic cancellation email.

Unfortunately, the shopping was for a meal I was preparing for guests, so by the next morning I had no choice but to go out and buy everything again myself. Had someone simply confirmed the previous evening that delivery wouldn’t be possible, I could have made alternative arrangements much sooner.

The customer service adviser I spoke to the following day was polite, empathetic and did everything he could within his authority, eventually increasing the goodwill gesture to £25, which I appreciated. However, the real issue was the lack of communication after I was promised an update.

I’ll probably continue to use Ocado occasionally because the products are good, but I won’t rely on them for important occasions or when I absolutely need a delivery to arrive as planned.

I work nights, just gone to bed and 2 of your vans have parked outside my house, shouting and banging about. Clearly sorting their vans and parking across my driveway. I'm fuming! To top it of I've been passed to an advisor on live chat and no one is responding!!

Yet again disappointed, due to a van issue my chilled and frozen products were not delivered but rather than ring me as they do for an early delivery they just turned up and the poor driver insisted that they would deliver my goods tomorrow and they were not the sort of company that would just leave a customer with only a fraction of what they ordered , I educated him on what would happen and that I would have to visit a supermarket as no customer service exists in Acado he still insisted they were different, they are not an overall disappointed experience with acado and having given them chance after chance to look at their customer service and crisis management policies I am now off to Waitrose , they will not care as it’s just one customer but when enough one customers reach they breaking point there is no buisness left

I had my first delivery last week and everything went to plan with no subs so i thought id try Ocado again incase it was a one off after reading reviews. The shop i had thiss time was a large one with again no subs, good use by dates and a friendly delivery driver. Will 100% use again. Thank you Ocado.

Consistently fail to deliver ordered items. Usually they would try to replace, almost never for similar (sour creme for yogurth?). Lately drivers just couldn’t find items in the van so refund done, they do not want to make reorder unless above £40 basic asking you to spend more money again ahead of your usual delivery. Customer service apologetic, cant do anything about it. Probably worth exploring other Delivery services. Nothing premium with Ocado as they like to advertise themselves. Almost never on time, either too early (when I’m not at home yet) or running few hours late, but even past bedtime.