Ocado Recenzje 

Very disappointed with Ocado. Only received less than 1/2 the order . No explanation. Requested delivery of balance the following morning which they could not accommodate . So had to cancel the main part of the order and am still awaiting refund of delivery charge !!!

Adding my agreement here that Ocado seems to have gone downhill. Not sure what’s changed but in the space of about six weeks I’ve received three orders in which the most obviously delicate items - eg tomatoes and soft fruit - are packed at the very bottom of heavily loaded bags. It’s actually beginning to look intentional and I’m wondering if they’ve cut the wages/conditions of their packing employees who are now resentful?!
My complaints haven’t resulted in any change, even when one guy on chat was so dismissive that I had to ask to get a proper reply from a manager. Every time I complain I’m told it won’t happen again and of course it does.
I joined Ocado from Waitrose a couple of years ago, and was pleased that Ocado offered a more reliable service. That’s now changed, and I’m defecting back to Waitrose. Maybe I’ll try Ocado again in a year or so.

I am absolutely furious with Ocado's service. For the past year, it has become a guarantee that EVERY SINGLE ORDER I place will have one or two items missing. The incompetence is mind-blowing. Once, they even had the nerve to substitute mortadella with spicy salami!
To make matters worse, in my latest delivery, they completely removed all the frozen items from my order. This is completely unacceptable. I paid upfront for an annual Smart Pass subscription expecting a stress-free, premium delivery service. Instead, I am paying a company to constantly ruin my meal plans.
I have officially requested to cancel my Smart Pass subscription and demand a full refund. I refuse to give a single penny more to a business that treats loyal, paying subscribers with such total disregard. Absolutely shocking service! If it were possible to give -5 stars, I would!

I ordered a delivery between 21.00 and 22.00. I recieved a call at 21.07 stating that my order will be with me at 23.30 or I can cancel. I cancelled as I need to get up early and cannot wait up

What is wrong with the delivery drivers......perfectly happy to block off roads or park in spots that common sense says will cause accidents.
I dont know where you find these drivers but I cant believe any of them actually have licenses.

I used to think Ocado were great and to prove it I have been a long time customer with them (over 600 0rders)! but more recently I have found their product and delivery quality lacking as well as their customer service. As soon as I don’t have to rely on Ocado anymore, I am switching to another supermarket.

Have been a customer with Ocado for a few years now, the service has declined rapidly. Bags are over packed resulting in squashed / damaged items, household items like bleach are packed with food items. I’ve reported the issues several times to customer service but it’s the same response “your comments will be forwarded to the warehouse team” yet nothing changes.

[Update to the below (2/7/26): Ocado called me this morning and are refunding me for this shop, which is a very welcome gesture from them. Therefore, I've changed the rating above accordingly, since they have provided financial compensation and dealt with the matter swiftly. Again, the call centre was very polite, empathetic and professional.]

Just too sad. I couldn't get my normal Sainsbury's slot for today (there were none left), so I ordered through Ocado, which I already had a log-in with despite having never ordered with them. I'd set this up during Covid but there were no slots (as was the case at that time with all supermarkets).

Very stupidly, I didn't change the address and no prompt came up to alert me to the fact it wasn't my new house (rather than my home in 2020). Anyway, the driver dropped it off at our old flat and the people took it in! Common theft!

Ocado couldn't do anything to help - the kind girl based out of the call centre in Sunderland endeavoured to speak to her manager but 'the computer said no'! Where is the customer service in this - surely this isn't the first time this has happened. We'd lost £75 worth of shopping (actually £95 with the £20 first order voucher).

I hope the flat in Chelsea are happy with their free delivery tonight. This is totally crazy that there was no way to deal with this, so we could retrieve our order.

We obviously won't order with Ocado again - beware all!

I used to love ocado and would buy from them regularly, but recently I've noticed a real decline in quality of the products and even the drivers are over worked!
I had a delivery a few days ago and already the milk has gone sour, had the packaging of yoghurts but no product. Seems to be a storage problem with keeping items fresh. C'mon Ocado sort it out!

Every shop Ihave had from ocado as being squashed some items have been squashed the delivery persons or robots do not care about putting your fruit on the bottom of the bag and heavy items on the top also very short sell by dates I will not be shopping at again

I've been using Ocado every week for 10 months now, and I'm very happy with their service. My deliveries are always on time, or they contact me if they are running early or late, and their communication (texts and emails) from ordering right up to delivery is excellent.

Their drivers are all very nice and professional, and substitutions are extremely rare.

They have a massive range of M&S, Ocado, and branded goods all at Tesco prices (they reimburse me with a coupon every week if their price checking system says I've paid more than I would at Tesco), and their website is super easy to use.

I've also received some extras on my deliveries a couple of times by mistake, and when I spoke to their customer service about it (which is an AI chatbot called Herbie), he said to keep them as a bonus each time.

I highly recommend giving them a try.

Several episodes of late deliveries with over an hour past due time slot. Very poor quality of service.

Absolutely useless service . I'm incensed with the service "not" provided . I'm just speechless.

Ocado blocked my card themselves — then repeatedly demanded I “update my card details” to pay for items I refused. Absolutely disgraceful behaviour.

Ocado turned a straightforward grocery order into one of the worst customer service experiences I’ve ever had and I want to know what they are going to do to sort it out.

My order on 26/6/26 was £158.97 and I received confirmation that every item was present. When the driver arrived, he spent ten minutes crashing around in the back of the van before admitting that most of my shopping was missing. He said it was his first day and didn’t know whether he’d given my order to someone else or whether it wasn’t loaded at the warehouse. Completely unacceptable.

I refused the partial delivery, and customer service told me clearly that no payment would be taken and blocked the card on their end to stop the charge.

Yet minutes later, the driver falsely marked the partial delivery as accepted, and Ocado immediately tried to take £53.22 for items I never received. Because Ocado themselves had blocked the card, their system then began harassing me with daily texts and emails demanding that I “update my card details” to pay for goods I had rejected.

So to be clear:
Ocado blocked the payment themselves — then repeatedly demanded I update my card to pay for items I never accepted.

The customer service has been just as bad:

Friday: told the charge would be removed — it wasn’t

Saturday: told an investigation was underway and I’d be contacted — nobody contacted me

Sunday: told to wait 72 hours and ring again on Tuesday

No escalation, no manager, no ownership, no resolution

Every time I call, I have to start from the beginning because the complaint hasn’t been assigned to anyone. Meanwhile, Ocado continues to chase me for money for items I never received, never accepted, and explicitly refused.

This is not a simple mistake — it’s a complete operational failure, made worse by a driver logging false information and a customer service team that pushes the burden onto the customer instead of fixing their own errors.

Ocado has shown zero accountability, zero competence, and zero respect for the customer. For a company of this size, this level of failure is astonishing.

Ocado have replied to my previous review suggesting I contact the customer hub if I would like to discuss further. I explained within my review that I have done this twice and had no response, so how is this advice helpful in any way?!

After seeing the reply from Ocado suggesting that we contact the customer hub, we will respectfully decline due to the fact that we have been told the same thing (ie. they can't help) by four different staff members now, so I suspect it would be a further waste of time. We will, however, be emailing the CEO to let them know how bad the "customer service" is, although this is surely something they must be aware if they read these reviews.

ORIGINAL REVIEW:
After confirming our large order on Saturday morning, to be delivered the next day, Ocado emailed us at 5.30pm to say it was cancelled because there were problems authorising payment.
I was on my iPad at the moment the email came through so I immediately went onto the app and there was an option to reorder everything again. I pressed this button and everything went back into the basket, only it now cost £45 more! Certain items that had been on offer 6 hours earlier were now full price. Needless to say we did not confirm the order, but this left us without our shopping!

We have contacted several customer service advisors about this and all you get is the standard apology, “we understand how frustrating this must be” etc but no actual effort to help to rectify the problem. We don’t understand how the payment issue occurred but we could forgive them for cancelling our order 12 hours before it was due if they had given us the opportunity to immediately reorder at the same price.
Despite the empty apologies from Ocado, they are not interested in honouring our order and simply say there is nothing they can do.
We have been customers of Ocado for many years and last year we spent £2100 with them. We haven’t ordered much in the last few months because we were getting fed up with items missing from our orders and this experience has done nothing to encourage us to get back to regular Ocado deliveries. In fact, we have instructed them to close our account and delete all our details from their database.
Having read recent reports of Ocado’s financial and strategic difficulties, I am surprised that they are so unperturbed about losing long time customers, but we have given them several chances to put this right and they have failed.

I have recently decided to start online food shopping so have been trying all the available options before choosing one. Ocado so far have been the most unreliable for delivery times and items actually being available. This is a shame because they have good options and a positive online experience

TODAYS ORDER WAS HOW I WISH EVERY ONE WOULD BE, JUST PERFECT. HUGE IMPROVEMENT ON BEST BEFORE DATES

Ocado is going from bad to worse. My order was cancelled on the day of delivery because allegedly failed pre-authorisation check several days before. I have been buying from Ocado for over 10 years and never had any issues nor a single cancelled order. In this specific instance the order was approved in my bank app and I had money in my account. Yet instead of notifying that there was an issue in advance Ocado just cancels the order and tells you to book it again and pick another day. Very callous ways of dealing with customers. I have been buying less and less from Ocado in recent months as I have realised that the same groceries are often over £50 cheaper in other supermarkets (Asda, Morrisons, etc.). This is the final nail in the coffing.

Huge selection of items, outstanding quality and a pretty reasonable price and I now wonder why I ever shopped anywhere else. The deliveries are great too and almost always bang on time. I've never tasted fresh supermarket produce as good as the Ocado stuff. I've never had a reason to contact customer service because everything has been great.