Ocado Reviews 

Customer service is not good, I don't know why? Other online grocery stores always let you know asap if the driver has been held up/broken down, for example. Not Ocado.
We waited for an extra 2 hours after the end time of our slot & still had not heard from them. So you are forced to contact Ocado yourself. Only to be told that it was no longer going to arrive today.
Then told you will have the exact same food/drink delivered tomorrow minus the frozen stuff (which presumably goes in the bin). If your order includes fresh fruit, dairy & other produce you've got to be content with the fact that it's going to be past its best. You certainly don't get treated as a priority & could only choose from 2 3-hour time slots for redelivery. They throw in a £20 voucher but as it can only be spent at ocado it feels like a bit of a punch in the gut, & is quite frankly off-putting. When ocado works well it works well, but when it doesn't it's very poor.

I am writing this review about the review system on Ocado and giving it one star. Reviews take forever to get published, if they do at all. This makes many product reviews a bit out of date. The review panel only publishes reviews based on their own personal opinion of whether they should be published or not.

I really should have looked at the trust pilot reviews before I signed up for Ocado.

I took delivery just now and a frozen pizza box was quite mangled so I immediately joined the app chat and had a useless bot to deal with.

Ocado thinks it's suitable to have such a limited feature front-ending customer issues but it can't do anything about refunding damaged items until a finite time after the delivery, for some silly reason, despite the fact that somewhere in their system there is a very clear definition of what I ordered and when the delivery slot was. On top of that the bot then leaves the conversation before the end of their imposed waiting period. When I challenged the bot and was finally transferred to a human, the agent defended the bot and their own silly processes and mis-read the chat history, asserting that the bot only left when I was transferred to a human, which is absolutely untrue.

This is far from my idea of what I thought was going to be a premium online shopping experience to justify their higher than others' prices.

Very unimpressed.

I have shopped on line for many years and got annoyed at many shops for out of date items ,items with tomorrow’s date ,mouldy fruit ,veg ,bread .the worst food shop delivered half my items and wouldn’t let me claim for the missing items so costing me double by having to buy them elsewhere next day .And others delivered way past delivery early slot into the very late evening .Totally fed up of all of them .Until I tried Ocado.
Ocado is the only online shop for food I trust not to experience any of the above ,my deliveries are within time ,the food is within good date and nothing ever mouldy or missing (as yet )so I’m happy to keep shopping with them (a bonus) is the Flash sales ( they are great ) and top up my shopping …so MORE FLASH SALES please ..

I've used Ocado for years, but they have decided to add 2FA to all accounts and have no way of turning it off. They also can not add a 2nd email address to the account or have a 2nd account that links to mine. This means my wife can no longer access the account. Ocado have generally been very good, but this just makes it unusable in my household, so I suspect I'll leave.

Vehicle WX22 TTK on Wednesday 5th August 2026 at 12.25pm at Fengate Island decided to uncut all the traffic at speed approaching the island and then cut in front of traffic without indicating and continued at speed around the island needed overturning his Vehicle this employee then decided to follow a learner driver to where he was trying to push her down the road once passed the learner driver he approached the light just before his depot at Fengate at speed slamming on his brakes. Once the light had changed he drove off at speed and a right hand turn on two wheels into his depot. Quite frankly a very poor state of driving and a accident waiting to happen

Update to response from Ocado

You response claims you need further information from myself which you haven't asked for and the email I send has told me you will deal with this internally but no other information is need and the outcome will not be informed to me. Which basically mean you will just cover it up and forget about it no doubt like all the other reports you receive. Very disappointing!!!!

I can't believe that Ocado doesn't have an option to deliver food in crates! Don't they understand that the plastic bag tax was introduced in 2015 for a very good reason - to reduce the amount of plastic being generated?! I don't care that they take them back for oor recycling - don't produce them in the first place!!
If you're looking for a supermarket that delivers without added plastic bags, try Sainsbury’s or Waitrose.
Also, on my first delivery, Ocado didn't deliver 1/3 of my order! Customer service were helpful in resolving it, but the inconvenience of an hour on the phone was considerable. I won't be using them again.

Have used Ocado since it started and have a Smart Pass which I pay for. I am finding it increasingly difficult to find a one hour slot now they are doing 4hour slots. I have always been able to book a one hour slot a couple of days before and cannot always book a week in advance due to responsibilities. Never had a problem before. It seems 4 hour slots are taking priority over 1 hour slots. Ocado state they make shopping from home easier. Not anymore. Very disappointed.

Rotten and unfit for human consumption food products.
I received my recent order, like others have declared, packed without care in overfilled bags. Among the shopping were ROTTEN BANANAS AND A PACK OF 6 M&S APPLE JUICE that looked and smelled like the pack had been stood in filthy contaminated water/sludge. Even the straws were contaminated. This was INSIDE the plastic packaging. HOW WERE THESE PRODUCTS DEEMED FIT? The answer, THEY WERE NOT. It is a shame that the good name of M&S is being dragged down by a company like Ocado NOT acting in it's 'duty of care' to customers and supplying UNFIT food products. The bananas went into the bin, they looked like they'd been stood on OR they'd been supplied OUT of the bin. The apple juice will go off to Environment Health as I feel they pose such a risk to health. WHAT IF THAT IS SEWAGE OCADO? Contacted them and despite the assurances that the matter would be looked into and the £15 voucher (which must be used within 2 months) I have requested my account be closed with them. Spent a LOT of money over the past few years but no more. What got me was the, (quote) " We'll check with the warehouse to see if the cartons of apple juice were kept in a dirty crate or if they came in like that" IT DOES NOT MATTER IF THEY CAME IN LIKE THAT OR IF YOUR WAREHOUSE IS FILTHY. THEY SHOULD HAVE BEEN REJECTED/REMOVED FROM SALE AS 'UNFIT'. If you treat loyal or new customers like this you do not deserve to operate a food business. It isn't about the cost of the product, it's the cost to health. I do not want your voucher, it, in my opinion is a 'fob-off. I'll no doubt get the generic 'contact our customer hub to discuss further'. Not interested, delete my account and UP YOUR GAME!

I have written 3 times to Ocado about this matter. Order number: 1823520609092 - 10.35 slot on Saturday 1st August 2026

Horrendous experience and worst customer service ever. Borderline scam

Everything was horrendous from start to finish. Delivery, order issues with wrong and missing items and then customer service was completely useless and unhelpful. A complete disaster. Will never order again, would rather die starving than giving them a single other pound.

I have been a loyal Ocado customer for a long time, using their service repeatedly without a single issue on my end. Out of nowhere, my recent grocery order was cancelled, and my account was permanently closed.
When I contacted customer service to ask why, I was sent vague, template responses stating their Finance Team flagged my order based on "historical delivery issues in the immediate geographical area" and other undisclosed risk criteria. I have done absolutely nothing wrong, paid in full in good faith, and maintained a flawless customer record.
It is completely unacceptable for a major company to use unfair, non-transparent blanket geographic scoring to penalize individual compliant customers for issues happening in their general area. When I challenged this under UK consumer protection laws, management simply issued a deadlock letter and refused to investigate or resolve the matter.
Extremely poor customer service and unfair practices. I am formally escalating this to Trading Standards. Save yourself the stress and shop elsewhere! Ocado’s automated reply below asks me to contact their Customer Hub to "discuss this further." However, management has already sent me a formal, final deadlock email explicitly confirming that their decision is permanent, refusing to provide individual evidence, and closing my account. This public reply is purely a template to appear helpful. I am proceeding directly with my formal complaint to Trading Standards.

Just received my order, which included a carrier bag with two watermelons, and they were absolutely sopping wet, with water in the bottom of the bag, which tells me you have given me two frozen melons and that they have been defrosted en route to me in your van, because when I cut into this melon, it was white. When you have a frozen melon and cut into it, the colour isn't its usual red-pink. It is pale pink and white around the edges. and again, I have received. more frozen melons from you. I'm not an idiot. I know what frozen food looks and feels like; my bag was absolutely soaked wet with a puddle of water in the bottom. If these were not frozen melons and you picked them from the shop floor, they wouldn't be soaking wet like this. How many times are you going to do this to me? Two more melons that I can't eat from you!

The only supermarket I shop with now. And trust me, I have shopped with them all! Ocado are the only ones that consistently puts customer service as a priority. From the person on the phone to their delivery drivers.
If I had any complaints, re the four stars and not five, who or whatever does the packing, needs retraining. I believe it's a machine? I often get some bags crammed to the point of the handles breaking when I pick it up from my door to the kitchen, and other bags with only one item in it.
Other than that, thank you. Oh and it helps that they also carry M&S products! NICE!!

I received the most appalling service from Ocado on 17 July and asked for my Ocado account to be closed on 21 July. I received an email confirmation on 21 July that my request to close my account had been received. As of today Ocado has still not closed my account. When will my account be closed and why has it taken so long. I do not reward bad service CLOSE THE ACCOUNT. I will continue to write reviews until the account is closed.

I really want to like Ocado and In general they are amazing, but they fall short at the most basic of tasks.. packing.

3 weeks running now I have received shopping with damaged items.

Today was the final straw! Greek yoghurt all over my milk and coleslaw and large baking potatoes just sitting on top of tomatoes.. now one looks like it made the hulk angry.

May seem petty to be this mad lol but 3 weeks on the trot, I know they'll refund me (hopefully) but all them items were needed today!

Yesterday I complained because I received damaged goods & was told by your agent Destiny I’d receive a refund for the items via email by the end of the day, yesterday.
I have received no email.
This happened last time messed up & I complained. I shouldn’t have to repeatedly chase the same issue. Is it your policy to promise refunds, then not send them in the hope the customer just forgets? This is appalling customer service.
Send the refund.
Honestly don’t know what’s wrong with this company, they just cannot fix things when they go wrong, I love M&S products, I wish they’d find a better distributor.

This is a company I would never work for again, and I stopped buying from them after my experience.

I worked at Ocado in Purfleet. During my three-month probation period, I was regularly praised for my performance. Every couple of weeks, I was told I was doing well and that there was nothing to worry about.

When my three months ended, I was told there were no complaints about my work, but that they wanted to extend my probation by another two weeks. I agreed.

Just three days later, I was suddenly informed that I had failed my probation. They claimed I worked too slowly, despite never raising that concern during the previous three months. I felt completely betrayed.

From what I personally observed, some White English employees were given permanent positions very quickly. For example, one employee who joined around the same time as me was wearing the orange vest, indicating permanent status, within about two weeks, while I remained on probation.

Losing that job left me unemployed for the next four months, which had a significant impact on me. Based on my own experience, it was a very disappointing company to work for and may this company declare bankrupt soon!

This will read quite different to my previous review for Ocado. Any online retailer is only as good as its website/app. Sadly, Ocado used to be in a league of its own, but have since aimed for the lowest possible denominator. There is now little to set them apart from others. For example, in searching and filtering for products, we have to jump between different parts of the page, so now frustratingly tedious to spend money! Many of their filters, such as 'fat free' are good for nothing. Other supermarkets offering a more functional and helpful 'low fat' option are ahead of them now. The overall presentation looks backward, whereas it has previously been clear and polished. No, this is not my huffy reaction to change. I've had plenty of time to adjust!

I've also found their product lines aren't as broad as they used to be. Ocado used to be THE place to get something, whereas now I increasingly find myself having to go elsewhere for more and more items.

So, altogether, it seems that Ocado are consciously trying to narrow things... the ease with which we can locate different items, or the number of lines that they offer... and they don't care to improve on this. We just have to take what they care to offer.

Whilst that's saddening, I do still find their delivery drivers real stars, their bag return scheme the best, and any rare problems with what's delivered are sorted with minimal fuss.

Aimal was excellent. He rang to say he was early which was great and he was speedy bringing goods in and very very friendly and helpful. A lovely chap, a credit to your business.
Thanks Aimal

Excellent delivery service, great food, amazing customer service. Been using them for years and will carry on! If there are any substitutions they are suitable and easily refused if you don't want them.
Delivery drivers friendly and helpful