Zoom by Ocado Reviews 646

Leyton branch.
Booked a 2-hour delivery slot well in advance. Was emailed at the end of the delivery window to say "You're delivery has been cancelled".
No reason given.
No offer to deliver at a later time.
Paltry £5 voucher was offered as compensation, but I have to spend £15 to redeem. Unacceptable and not good enough.

Update after Ocado response: the £5 voucher is swallowed up by the £3.50 for the next hour delivery charge. Thus the 'compensation' for the inconvenience actually is £1.51. Paltry .

Speedy an friendly service. A pretty good selection of items available for quick delivery. Very handy to not have to cart a week worth of meals to work on the bus!

Failed to deliver my order, could only offer a redelivery hours later with a missing item which was not suitable, refused to compensate in any way for the inconvenience and made me wait several days for a refund, so was left with no groceries, out of pocket and very frustrated. Avoid.

Great products special offers sometimes. Delivered to you

Very good service always on time and dependable

I have been using Zoom for months spending probably thousands of pounds with regular deliveries every week. Today I ordered food for Sunday lunch including a chicken to roast, which arrived out of the packet. Understandably I called customer service immediately reporting this and sent a photo through of the damaged item. I was told that I could be refunded for the item, to I asked If I would need to pay for redelivery. This was then considered and offered however I was told I would need to meet the minimum spend a £15 before I could re-order. I felt that the customer service agent was unhelpful, lacked initiative or sympathy. Zoom has started steadily declining in its quality of service and customer service seems increasingly care free. This has now put me off using Zoom for which I will take my money elsewhere.

Price and quality was much better than i expected. It was very convenient. Overall it was a great experience.

Good experience choice of times and range of products

The delivery arrived on time with minimal fuss. The goods were all carefully packed and in perfect condition. The use by dates were all very acceptable. I was very pleased with the delivery, which included some good offers.

Always quick as I'm local to the warehouse.
Great service overall.
Delivery is a bit high price, and often my favourites are out of stock.

Too bad drivers are so bad. I love the selection and pricing, and i have been a long standing customer. However, I won't be moving forward due to yet more bad experiences with the delivery process. The whole concept of ordering overpriced online groceries and having a delivery fee is getting a good service for it.
On one occasion, the driver started calling me and told me to come downstairs well before getting to my house. I took down from the 4 flights of stairs and stood by my door waiting for him. When he got there, he started gesturing at me to go pick up my groceries from his car. This was a very big order, delivered in silly, handle-less paper bags, which made carrying my stuff up from some random person's car very annoying. At that point, I copuld have gone to the shop next door and it would have been better and cheaper.

On the second occasion, 2 days ago, I had put in a rather big order. The driver calls me rambling asking for where my house is. I live on a main road, on which i very clearly provided the house number. Really basic to reach, for anybody willing to put one ounce of brain into the process. The driver is aggressively calling me and asking me where the address is. At this point, I had told him I'd go down on the street to look for him. I call himn twice giving him indications, he refuses to acknowlecdge he needs to get on the main road and stop faffing about in back roads. He says he's figured out and I stand there waiting for him. Then he stops answering my calls. At this point i've been standing downstairs in my pajamas for 20 mins at 0 degrees. After a while longer, I get a notification my order had been cancelled as apparently no one was home to receive it. The guy has just left.

While the first time at least the company tried to make up for it by refunding shipping, this time I complained and I just heard a "oh that's too bad, we'll take this seriously". As someone who's spent hundreds on the service, I was baffled.

These are not even the only bad delivery experiences I've had, but some of the most memorable ones.

AVOID AT ALL COST, YOU HAVE NO VALUE FOR THEM AS A CUSTOMER AND YOU'LL HAVE TO CONSIDER YOURSELF LUCKY FOR GETTING WHAT YOU ORDERED

Zoom arrived 30 mins late and I couldn't stay waiting. Customer service offered their apologies but said they couldn't cancel the order or even reorder for a different time.
Zoom is such a great idea and it used to be amazing but since they have outsourced delivery they are more hassle than they are worth. All customer service offers is apologies.
Edit:
Not sure why you bother to reply. I have been registering my complaints with Ocado for months now and it's gotten worse not better

Order came quickly and mostly what ordered, but the raspberries were already mouldy and went straight in the bin

Great delivery service and customer service.

I get my shop very quickly and if they are late I get a discount off my next shop which is cool. I shop from zoom all the time. Only thing I don’t like is that the drivers will send a text saying they will cancel my delivery if I don’t open the door quick enough or they run if they hear my dog. I think that’s a bit unfair but other than that I enjoy using zoom

I like the variety of different food items I can get that are not readily available at local supermarkets or shops. My well packaged items were delivered on time and there were no changes to what I ordered.

Very good delivery. Drivers very professional, friendly and helpful. Good quality food and drink.

You helped me change my password in Ocado, where I get my main monthly shop, & it took forever due to lateness & my wonky phone: your brave, polite & efficient Warrior stayed with me, encouraging & enabling the issue to reach Success😘THANKYOU!+produce&delivery=100%

Just amazing service - thank you

Promptitude, the courier was also very helpful. Products were fresh, high assortment to choose from.