I took what looked like a good offer on Ocado's website offering 20% off food on first order. The day my order was due, the postman delivered a leaflet from Ocado offering between 30% and 15% off my... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Used to be great but after nearly 15 years of loyalty to Ocado I am considering leaving and they are cutting brands I regularly buy from their store and I am frequently finding products I buy regular... See more
Company replied
Ocado seem to have an issue in the Itchen Valley. Just got my latest order from Ocado and the 6 pack of tomatoes have been opened and one of the tomatoes have been cut (as in a straight cut) hal... See more
Company replied
I've shopped with Ocado for years but I'm going elsewhere now. It's almost impossible to log in. Now you have to have a code by email before you can log in. Fair enough if you want to change the... See more
Company replied
Company details
Written by the company
Tired of supermarket stress? We're the world's dedicated online supermarket, committed to unbeatable choice, unrivalled service, and reassuringly good value. Enjoy easy grocery deliveries. Contact us: 0345 656 1234, WhatsApp 07458 154 453, ocado@ocado.com. Follow us on all social media channels.
Contact info
Ocado Retail Ltd, Apollo Court, 2 Bishop Square, AL10 9NE, Hatfield, Hertfordshire, United Kingdom
- 0345 656 1234
- ocado@ocado.com
- www.ocado.com
2.3
Poor
18K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 95% of negative reviews
Typically replies within 24 hours
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Verification codes are a disaster
Used to be good but the new verification system with a code is a disaster: the codes never arrive (despite repeat requests), or if one randomly does come through (after some time), it may then not work.
I have engaged with Ocado customer services several times over several days about this and got nowhere. Their suggestion was to use the app and not a browser, but I find it hard to shop on the small screen so won't do this.
Is Ocado trying to push to push everyone towards the app?
If so, it would be helpful to be honest about this.
Otherwise, why is it going on for days?
Will shop elsewhere now.
1 August 2026
Unprompted review
Reply from Ocado
Hello Alicia, thanks for your review.
We’re sorry to hear that the new MFA codes are proving troublesome for your shopping experience.
Please be reassured we are not trying to push shoppers towards the app, this is just a technical troubleshooting step to get you in and shopping and because the app requires fewer MFA code entries but I do appreciate the smaller screen can cause issues.
We've reached out to you via email to discuss it further.
Thanks again
Aimal was great
Aimal was great, fast efficient service. Went above and beyond with customer service. Made me aware of substitutions. Very friendly and polite. First time ordering. - Lindsey
1 August 2026
Unprompted review
Reply from Ocado
Hi Lindsey, thanks for your review.
We're delighted to hear that Aimal provided a great service when delivering your order and was friendly and polite - this is exactly the standard we aim to provide.
We will ensure this feedback is passed on to the relevant teams.
If you need a hand with anything else, please reach out directly to the Customer Hub!
Aimal was punctual
Aimal was punctual, cheerful and went above and beyond in his customer service. Even taking my shopping in for me
1 August 2026
Unprompted review
Reply from Ocado
Hi Kate, thanks for taking the time to reach out to us and provide this great feedback about your driver! We will ensure this is sent over to the warehouse so direct thanks can be given!
If we can help with anything else, please don't hesitate to reach out to us directly.
Little point in large variety of stock if levels come a poor second
4 years ago I wrote a review complaining of products being out of stock and was assured that things would improve which they may well have so done for a while, but lately things have gone downhill and we're back to finding items out of stock again on a regular basis, three items this last order, which was 15% of a small order causing a trip to Tesco who don't seem to have the same relaxed attitude to stock levels.
While I'm about it I will also have a moan about Ocado no longer stocking Silver Spoon half spoon sugar, which Tesco, Sainsburys, et al. do, nor do they sell any alternative to this and never have.
Delivery continues in the same courteous manner as always.
31 July 2026
Unprompted review
Reply from Ocado
Hello Graham, thanks for your review.
We're sorry to hear that you have noticed a decline in the reliability of stock levels recently, especially after having brought this issue to our attention a few years ago.
We rely on our suppliers to deliver items on the day of delivery, and it's disappointing that we have let you down. Please feel assured that your feedback is incredibly valuable to us, and we use it to ensure that we can make key improvements going forward.
It's disappointing to learn that a large portion of your order was missing recently, leading to you needing to go elsewhere for your goods. This is the last thing we'd want - we will ensure that this is all logged with the relevant teams.
If you'd like to discuss your review further, please don't hesitate to reach out to the Customer Hub.
Very satisfied
Had deliveries from ocado for more than 3 years
Only once have they let me down.
Todays delivery was early but I was contacted beforehand to check it was convenient
Very rarely we get substitutes or missing items. Drivers are always helpful, friendly and polite. Goods are always good quality.
Very satisfied.
Very satisfief
1 August 2026
Unprompted review
Reply from Ocado
Hi Mick, thanks for your review!
We're delighted to hear that you have been a happy customer with us for so long! We pride ourselves on delivering on time, with a smile. It's great to know that you rarely have substituted or missing items in your orders; this is exactly what we strive for.
We look forward to seeing you continue to shop with us in the future. If there's anything that we can help with, please reach out to the Customer Hub Team!
Honestly I have no concerns
Honestly, seeing all these negative reviews confuses me so. I have used Ocado today for the very first time (having not read the reviews).
I ordered last night at approx 9.30pm for delivery this evening 10-11pm. Added everything to my basket and as a new customer I saved an extra 25% - delighted!
Delivery today came and the chap phoned me about 9:35pm to ask if I’m ready for an earlier delivery. I was very happy with this but 10 minutes away from home, he was quite happy to wait.
He arrived shortly after I got home at about 9.50pm, 10 minutes before my hour slot. He unloaded the van and bought it to my door, and also kindly explained the process with the carrier bags.
Honestly I am very happy with the service and the delivery guy and will use Ocado again next week. I like the variety of products, the prices seem fair and the service has been good. Such a shame to see so many bad reviews.
31 July 2026
Unprompted review
Reply from Ocado
Hi Fay, thank you for taking the time to leave such a lovely review! We're delighted to hear that your first delivery went so well and that you'll be shopping again next week.
It's great that you were able to take advantage of the first-time shopper discount and that your driver was punctual and explained our bag recycling scheme to you.
We look forward to seeing you shop with us again soon. If there's anything we can help with, please reach out to the Customer Hub!
Not much of a premium service..
I placed an order on Sunday for the following Friday. I only ordered from Ocado for one particular item that you can't find elsewhere and added more items to get to the minimum order. I saw in the confirmation email that you can amend/cancel the order until the night before the delivery. I looked on the app and saw the products I ordered were out of stock, but I assumed I had ordered the last since I'd already completed my order and received confirmation. At 4am on Friday, ocado sent an email to confirm that the products I wanted, the only reason I even shopped with Ocado, were not in stock and my order was on its way. They could have communicated this to me at any point that week, but it feels like they deliberately left it until after the cut off for amending/cancelling. To make matters worse, I then saw on my bank account that they had taken the full amount out my account and not the amount that reflects that some items were out of stock and I wouldn't be receiving them. I contacted customer service to explain I felt that was really poor service to tell me things were out of stock when it was too late for me to do anything and to take all the money. The advisor tried blaming the supplier and that they let them down, which I pointed out was a lie as they would've known that the product was out of stock before 4am on the day of the delivery. I asked when they will refund my money and she said that is the bank's responsibility, not ocado's. All she did was deflect, lie and take no accountability. This is all such poor service and I don't trust ocado at all. I won't ever bother ordering with them again and will warn everyone to steer clear. I've never experienced a company taking your money for something and then turning around and saying you're not getting the product and it's not our fault. Feels like this is a really desceiving company and almost like a scam. The advisor said there is some small print explaining this but I probably missed it which she did at first as well. So I pointed out that is poor if even you can admit to missing it. It's evidently done deliberately and feels like a dark pattern.
31 July 2026
Unprompted review
Reply from Ocado
Hi Lydia, thank you for taking the time to leave a review about your experience. We are so sorry to hear that you have had these troubles, especially on your first order.
It's disappointing to learn that we were missing a crucial item from your order on the day of delivery and that you feel as though you didn't receive adequate support from the Customer Hub team.
We want to look into this for you and work to put things right, so we have reached out directly for some more information. We hope to hear from you soon.
Not a great start..
Each time I have tried to order for an occasion and each time it is cancelled at midnight the day before because of their policy to take money before the delivery.
Customer services have called me after I left this review to try to help. I have placed an order, hopefully this one goes through and I can shop the gluten free I am looking for. I will update.
31 July 2026
Unprompted review
Reply from Ocado
Hi Rachel, thanks for your review. We're sorry to hear that your orders have been cancelled on multiple occasions due to payment verification issues.
We understand how disappointing this is, especially as the orders were placed specifically for events.
We pre-authorise payments on very few occasions, and usually take the payment for the order once it has been delivered.
We'd like to take a look into this and have a conversation with you about this, so we have reached out for some more information. We hope to hear from you soon.
I have been using Ocado for several…
I have been using Ocado for several months but I have noticed that over the last three orders the majority of my shopping assuming they have it in stock as this is another issue which is over £100 a week is dated their min date required .The standards have dropped and I now have to go shopping twice due to there terrible dates such as bread 2 days ready meals 3 days will go back to Tesco to save time and money customer service response is useless
30 July 2026
Unprompted review
Reply from Ocado
Hi Paul, thanks for your review.
We're so sorry to hear that you have had issues recently with items arriving with short dates. We pride ourselves on delivering super fresh food that's intended to last.
We aim to give as long a date as possible, and as we don’t pick from stores, our produce comes straight from our suppliers to our warehouse and then on to you to ensure maximum freshness.
That being said, we will ensure that your feedback is passed on to the relevant teams regarding this so we can work on ways to make improvements in the future. If you'd like to discuss this further, please reach out to us directly.
If you can deliver the services should…
If you can deliver the services should be in business. If I could I would give 0 stars, from now on we will be shopping elsewhere, not surprised you have 2 star rating!
30 July 2026
Unprompted review
Reply from Ocado
Hi Ray, thank you for taking the time to leave a review. We're sorry to hear that you're considering changing your grocery provider.
We want to look into this and put this right, so we have reached out to you privately. We hope to hear from you soon!
No flat dwellers
So basically if you live in a flat with no lift and have difficulty carrying shopping you are stuffed.
They would only deliver to the communal entrance
30 July 2026
Unprompted review
Reply from Ocado
Hi there, thank you for your review. We're sorry to hear that you have had issues with a delivery due to living in a flat.
This is something we'd like to look into further, so we have reached out to you for some more information.
We hope to hear from you soon!
Items frequently missing
Items frequently missing from deliveries or arrive so damaged and spill out in the bags and over other items. Packing needs addressing.
30 July 2026
Unprompted review
Reply from Ocado
Hello Cheryl, thanks for taking the time to leave a review about your experience.
We're saddened to hear that you have experienced issues with your order arriving damaged or with missing items. We pride ourselves on delivering to a great standard every time, so it's disappointing to hear that we've been missing the mark.
We always ensure we raise the feedback that you provide about issues like this so we can work on ways to prevent them from happening in the future.
If you'd like to discuss this further, please reach out to the Customer Hub directly.
Always on time
Always on time, always happy. Thankyou Ocado and the young man who came up 4 flights of stairs in this Weather . Thankyou also . I always offer them a cold drink but they never accept . Most times 100% of my list . I am an ex staff of M and S and I get 20% discount , its such a shame that Ocado dont manage to allow that . Thankyou once again . The Drivers are always happy and polite .
29 July 2026
Unprompted review
Reply from Ocado
Hi Rosemary, thank you so much for taking the time to share such lovely feedback with us! On behalf of everyone here at Ocado, we are so glad to hear that your delivery arrived on time and that our driver took those four flights of stairs in their stride, even with the weather as it is. Offering them a cold drink is such a thoughtful gesture! Even if they can't accept, we know our driver would have truly appreciated the kindness.
It is also fantastic to hear how pleased you are with your orders overall.
Thank you once again for your kind words about our drivers. We will make sure your lovely feedback is passed along to the team, and we look forward to delivering to you again soon!
Why use a company that can't tell the truth?
I spend on average a LOT of money with Ocado, but after tonight's fiasco I'm shopping at another chain.
Booked a saver slot between 8pm and midnight. At one minute past midnight I get a generic automated message to say "your driver has an issue and cannot deliver......". I'm calling b/s on this one. What Ocado means is the drivers shift ends at midnight and if he's running late he does not have to deliver. As soon as delivery time expires the system automatically generates this twaddle message. If he had known "issues" why not contact me at some point during the 4 hour delivery slot?
Reading through other reviews this seems to be a common issue with Ocado.
And I suspect I'll now get some generic b/s in response to this review ("We're sorry to hear that your order was cancelled in the early hours of the morning. We appreciate how inconvenient this is, and we're sorry to have let you down, etc......").
Ocado's loss - Sainsbury, Waitrose, or Tesco's gain.
29 July 2026
Unprompted review
Reply from Ocado
Hi David,
Thank you for taking the time to share your review. We are so sorry to hear that your order was not delivered last night and that you received an automated update so late into your delivery slot. We completely understand your frustration and why this experience has made you feel this way.
When unexpected delays or issues happen on a route, our aim is always to notify you as early as possible, and we are really sorry that this was not your experience last night.
We would welcome the opportunity to look into what happened with your delivery route and discuss this further with you. If you would like us to investigate, please get in touch with our Customer Hub team and an advisor will be glad to help.
What a shower disgusting
What a shower disgusting. I have been getting my shopping from the past 18 months.
I am physically disabled and unable to walk round the supermarket. I also rely on mark and Spencer low calorie meals.
Changes in systems means that I am not able get the access code.
I have contacted them with no solution.
28 July 2026
Unprompted review
Reply from Ocado
Hi Derry
Thank you for sharing your feedback. We are so sorry to hear about the difficulty you have experienced accessing your account and getting your shopping.
As part of our continued efforts to protect our customers and keep them safe online, we have recently implemented some additional security controls. Please rest assured your account remains secure, this is simply a proactive measure we are taking as part of our regular review of security processes.
If you would like to discuss this further, please contact our Customer Hub team and we will be happy to assist you.
Been a customer for years fantastic…
Been a customer for years fantastic company easy to order normally everything is stock not many substitution, everything in carry bags makes it easier to unpack when I want and take to the kitchen they also take the bags back next time customer service always been excellent
28 July 2026
Unprompted review
Reply from Ocado
Hi there,
Thank you so much for leaving such a wonderful review. We are absolutely delighted to hear that you have been a loyal customer with us for so many years.
It is fantastic to know that you find ordering easy, enjoy our low substitution rate, and appreciate the convenience of our bag return scheme. Hearing that our customer service team has always looked after you truly makes our day.
Thank you for your continued support, and we look forward to delivering to you again soon.
Bad customer service
I am writing this to warn others about how Ocado treats its customers. Items were completely missing from my order, and customer service flatly refused to issue a refund. They hid behind the excuse that their internal warehouse logs and driver checks "proved" delivery, completely ignoring the fact that mistakes happen.I am incredibly insulted by their attitude. Their response treats a paying customer like a criminal for simply reporting that items were missing. Trust is the foundation of online shopping, but Ocado chooses to blindly believe a flawed automated process over a human being. It is an unfair system where the customer is forced to pay for items they never received. I will never shop with Ocado again. Absolute disgrace.
Update: I had further issues with two products. A pasta jar was cracked and fish smelt off when I opened it. I initiated a refund online and nobody got back to me. It seems they really don't care about their customers. I'm agoraphobic and rely on online shopping. Really disappointing experience.
24 July 2026
Unprompted review
Reply from Ocado
Hi Molly
Thank you for sharing your feedback. We are so sorry to hear about your recent experience and the frustration this has caused. It is never our intention to make our customers feel unheard or undervalued, and we sincerely apologise for how this situation made you feel.
We always aim to resolve order issues fairly and transparently, and we are really sorry for the disappointment caused on this occasion. If you would like to discuss this matter further with us, please get in touch with our Customer Hub team and one of our advisors will be happy to assist you.
We have loyalty with Ocado due to the…
We have loyalty with Ocado due to the COVID slots which where made available unlike Sainsbury's and Tesco who we also shopped with but did not help so we never shopped with them again. Ocado have plenty of Italian products and really good offers. If something has been wrong they refund without a problem.
26 July 2026
Unprompted review
Reply from Ocado
Hi Cenzo,
Thank you so much for taking the time to share your review with us. We are truly grateful for your continued loyalty and kind words.
We are delighted to hear that you enjoy our range of Italian products, our offers, and that our customer service team has been able to help promptly whenever anything has gone wrong. Supporting our customers when it matters most is incredibly important to us, and it means a lot to know that experience has stayed with you.
Thank you again for shopping with us, and we look forward to delivering your next order soon.
Awful payment system
Absolute Sh** Show.
been attempting to make my "First order" now for 2 days.
Their awful payment system keeps doing one of the following;
1) Refusing to take my card details
2) Outright Cancelling my order when I try to pay through PayPal - As it was the only method the website would accept.
Now I'm sat here, with the money pending from my account, no groceries on their way and no one that can do anything to help me.
1/5 - Wouldn't recommend to my worst enemy.
27 July 2026
Unprompted review
Reply from Ocado
Hi there,
Thank you for taking the time to share your feedback. We are so sorry to hear about the trouble you have experienced while trying to place your first order with us. This is certainly not the welcome to Ocado we want for you, and we completely understand how frustrating this situation is.
When payment issues like this happen, it is often due to the bank declining the initial pre authorisation request, which can cause the funds to show as pending while the order fails to process.
If you would like to discuss this further or need help getting this resolved, please get in touch with our Customer Hub team and we will be more than happy to look into this for you.
Works well for me.
27 July 2026
Unprompted review
Reply from Ocado
Hi John, thanks for taking the time to leave us this amazing review. We are so happy to hear that we work well for you. If you ever need any help, you know where to find us!
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