The food quality is the best! It’s m&s! It for the past few times items have been missing from my order. I’m not talking about one or two items, literally half the order will be missing! I ordered... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I recently had an awful experience with Zoom by Ocado. They failed to provide the delivery service I paid for, yet repeatedly insisted that my delivery fee had already been refunded when it clearly... See more
Company replied
I have been a long time customer. However today I was shocked to discover that my email had been compromised. I was alerted through my PayPal account that I had subscribed to Zoom by Ocado. There is n... See more
Company replied
I’ve used this company many times whilst they always try to sort any problems the reason why I’ve given 3 stars is there sell by dates are really poor eg only have 2 days which puts me off placing... See more
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Company details
Written by the company
Zoom by Ocado delivers your groceries in a jiffy, or in a same-day slot of your choice. Zoom means more freedom, less planning and no more last-minute trips to the shop. With over 9000 products, we have what you need – and with a minimum spend of just £15, Zoom is perfect for grocery essentials.
Contact info
Mosquito Way, AL10 9UL, Hatfield, United Kingdom
- 0345 600 2000
- zoom@ocado.com
- zoom.ocado.com
3.2
Average
646 reviews
Replied to 85% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Order marked "Delivered", but never came. Previous order a day before delayed way past usefulness to me.
First delivery didnt come. Fridge empty. A morning later, with a 10pound voucher promised, i ordered quick delivery. I tracked it. Five minutes before arrival time, I stood in front of the door. After a while, I received a message that my groceries had been "Delivered". Impossible to reach anyone by phone. This morning the company responded that my email was not listed, even though i used it to order from them, and they used it to reply to me. "Not listed with us" , and therefore they cannot track my order. Case closed. They swallowed the money. We had already gone to the supermarket.
23 November 2025
Unprompted review
Reply from Zoom by Ocado
Hello there,
Thank you for your review. We are incredibly sorry and concerned to read about this experience. To have one order fail, and then the follow-up quick delivery marked as "Delivered" when it never arrived, is extremely disappointing. This is never the level of service we wish to provide.
We also apologise for the confusing response you received regarding your email address. We want to assure you that we are here to help and resolve this properly. We have reached out via email to help.
Frustrating Experience with Zoom Ocado Customer Service
I have called Zoom Ocado six times over the past few days, including four times today alone. Each time, I was placed on hold, accumulating nearly one hour of hold time. Unfortunately, just as I was waiting to get through, the calls were abruptly cut off. This repeated experience of being unable to reach anyone, paired with their new ultra irritating hold music, has been extremely frustrating. As a regular customer, I find this lack of reliable phone support and service unacceptable. Chat does not work for me either despite reporting that in the Summer.
I hope Zoom Ocado addresses these issues promptly to improve the customer experience.
23 November 2025
Unprompted review
Reply from Zoom by Ocado
Hi there!
Thank you for sharing your experience. We are truly sorry to hear that you have been repeatedly unable to reach our Zoom Customer Service team over the past few days. Waiting on hold for nearly an hour across multiple calls, only for the connection to drop, is never the level of service we wish to provide!
We should be easy to reach and helpful when you call. We've just introduced a brand-new internal system designed to give you a much better experience overall, but right now we are unfortunately experiencing some temporary lagging as we get everything running smoothly. We are sorry this has impacted your ability to get through, and we are working hard to resolve these teething issues quickly.
We want to resolve this for you right away. We have requested your information here so that we can reach out to you and get this resolved. Can you please include the email that you use on your Zoom account, and we will be happy to reach out.
Worst delivery experience of my life
Worst delivery experience of my life. Ordered specifically to 1. Get it delivered quickly and 2. To have it delivered to me (I have a sprained ankle so can’t nip out to the shops nearby).
The driver came late and then refused to deliver to my door (there is a lift and I’m only on the second floor).
Not only that - he then hung up and took off with the delivery, although it says on the app that the groceries have been delivered.
I’ve been trying to contact customer services for the last 30 mins with no luck.
AVOID!
23 November 2025
Unprompted review
Reply from Zoom by Ocado
Hi there. Thank you for your review. We are so sorry to hear that the driver wouldn't deliver to you and drove off without delivering. This is never the level of service we wish to provide, and we would love to take a further look into this. Please reach out to us on WhatsApp or social media. We will be happy to help!
Ordered for the first time and I’m…
Ordered for the first time and I’m really impressed with the service. Turned up on time and everything I had ordered was there. Driver was so polite and helpful. Will definitely use again!
17 November 2025
Unprompted review
Reply from Zoom by Ocado
Hi Linda, thank you so much for leaving a review. We're over the moon to hear that you're impressed with the service! It's great to hear that the driver was polite and arrived on time. We look forward to seeing you shop with us again soon!
First of all they’re outsourcing their…
First of all they’re outsourcing their drivers, means you cannot contact them at all. The customer service cannot contact the delivery drivers either. My order was delayed for THREE hours and nobody was able to contact the drivers. It’s ridiculous and unprofessional yet they charged me.
26 October 2025
Unprompted review
Reply from Zoom by Ocado
Hello, thank you for taking the time to share your feedback. We are sorry for the delay you experienced with your order. While we always aim to deliver reliably within your chosen time slot, we understand that falling short of this is frustrating. If you would like to discuss this further, please reach out to our Customer Hub team.
Unreliable service
Unreliable service. The driver text to say he was outside. I went outside and stood there waiting for a few minutes and then got a text saying my order has been cancelled.
I am physically disabled and rely on these services for most of my shopping.
I emailed Ocado customer services and they haven't bothered to respond.
Deleting my account and will never use them again
29 October 2025
Unprompted review
Reply from Zoom by Ocado
Hello there, thank you for your review. We're so sorry to hear that your order was cancelled by the driver. We can understand that our service offers convenience and reliability, and we're truly sorry to have let you down. It's disappointing to hear that you haven't received a response when you emailed us. We aim to get back to you in 24 hours. We'd love to look into this for you and put things right, so we have requested some more information from you. We hope to hear from you soon.
Items not delivered. Can’t even get the basics right.
Awful experience with Zoom. Placed an order for around 20 items, received only 4 approximately an hour later. Spent 20 minutes talking to customer services and the best resolution they could offer was making me place the order again (with a promise to refund once it was delivered) and wait another hour. Not quick, not efficient and a pretty paltry customer service response with not even the offer of a voucher. Won’t be using again and would recommend using Deliveroo or another provider that actually delivers what you order.
1 November 2025
Unprompted review
Reply from Zoom by Ocado
Hi Laura, thank you for your review! We're sorry to hear your order was missing a lot of items. We totally understand the inconvenience of this and know you've now been left short. When things go wrong, we want to get this fixed as soon as possible, and on Zoom, the only way to get the items back to you is unfortunately by rebooking, and then we'd investigate in the background what exactly has gone wrong, to prevent this in future orders. We would like to assure you that your feedback has been logged, and we hope that you can give us another chance in the future.
Missing items!!
Missing items!!
I placed an order that cost over £60 on Saturday evening and multiple items were missing, including a bottle of wine. I raised a complaint in the chat function but they said they couldn't refund me as my payment hadn't yet gone through (I paid via Amex). My payment HAS now gone through and I've not been refunded.
The total they owe me is over £10 which is really frustrating - how hard is it to pack the right items? Won't be using this service again.
25 October 2025
Unprompted review
Reply from Zoom by Ocado
Hi Elizabeth, we're sorry to hear you were missing multiple items in your recent delivery, including the essential wine. We would hate for you to pay for something you didn't receive, we have reached out for further information so that we can get this sorted for you.
Bad delivery drivers
Food is good, delivery drivers do not read delivery instructions and can’t follow directions
24 October 2025
Unprompted review
Reply from Zoom by Ocado
Hi Charlotte. Thank you for taking the time to leave a review. It's great to hear that the food we're delivering is good!
We're so sorry to hear that the delivery drivers haven't read your delivery instructions, those instructions are there for a reason. We'd like to look into this a little further for you, please reach out to our Customer Hub Team.
Delivery Service
My wife and I are both disabled and our delivery chap this morning was extremely helpful, thoughtful, kind and efficient.
23 October 2025
Unprompted review
Reply from Zoom by Ocado
Hi Gordon, thank you so much for your review! We're so glad to hear you're able to get deliveries which help you and your wife, and that the delivery man was extremely helpful, thoughtful, kind and efficient! We've passed your feedback on and look forward to seeing more orders from you in the future.
Close to sell by date for premium price!
Why is it every time I order food It has one or two days before sale by date staff here picking the oldest stock. I understand the need for that but why not reduce it if it’s about to go off? I’m not paying this kind of money for food that I can only eat within two days. I won’t be ordering again, unfortunately, it’s happened too many times.
22 October 2025
Unprompted review
Reply from Zoom by Ocado
Hi there, thank you for your review. We're sorry to hear the items you receive often have a short use-by date. Our groceries are delivered daily, so you can expect the freshest produce. We aren’t able to guarantee a product’s life ahead of time due to daily stock deliveries and our items moving out of the warehouse quickly to reach customers. We do hope you're able to give us another chance in the future!
AVOID- shocking customer service
Paid premium for the 60 minute delivery slot, it was already delayed by 30 minutes then the driver calls after all that time and says he can’t park so he won’t be delivering and just cancels my order! I live in an apartment block in London which in very easy to park beside and where hundreds of supermarket deliveries are made daily…. The Ocado zoom live chat didn’t offer any help; just said I would get a refund within 7 to 10 days!! So now I’m £100 out of pocket with no food for my guests and no acknowledgment, shocking ! I never write reviews but this was so bad I had to come on here, expected more from an Ocado brand
18 October 2025
Unprompted review
Reply from Zoom by Ocado
Hi, Annie. Thank you for taking the time to leave a review. We're sorry to hear that we've let you down with your delivery last night. This is definitely not the standard of service we aim to provide, and I'm so sorry that this has happened. We can appreciate how this has made you feel, and we would like the opportunity to put this right. We have reached out to you for more information so we can look into this further. We look forward to hearing from you.
Terrible first experience…
Selected "under 60 minute" delivery which is a premium rate - took 2 hours to arrive.
5 items missing.
They did refund those items but it felt like such half-assed customer service after such a terrible first experience to only refund the individual items when the whole experience had wasted my time.
Pumping so much money into voucher codes but can't deliver on proper customer serve when they "don't" deliver.
13 October 2025
Unprompted review
Reply from Zoom by Ocado
Hello there. Thanks for taking the time to leave us your review, though we're genuinely sorry to hear we've let you down on your recent delivery experience. That's definitely not the smooth service we aim to provide. We know how frustrating it is when your order doesn't arrive as expected. We always strive to deliver your groceries right on time, and we're disappointed we missed the mark this time. We'd love to put this right for you. Please do reach out to our Customer Hub team.
Zoom is such a nasty scam
Zoom is such a nasty scam! Most of my last order did not arrive and they would not refund! Police and Ombudsman time! Be warned, they will try calling you and procrastinate refusing to refund! Not only that but they will harrass your family members! Against GDPR they are linking contacts under the same adress and will try and call everyone!!! They cannot be trusted with your money or your data!
PS. After they demanded my video door bell footage again breaching GDPR have now reported them to police ROC-20480-25-0101-00
4 October 2025
Unprompted review
Reply from Zoom by Ocado
Hello there, we are incredibly sorry to hear you have had to go through this. It is never an experience we want you to have with us, and we would love to help put this right. We have reached out for some more details, and look forward to hearing back from you very soon!
Not one order has been complete…
Not one order has been complete recently. Everytime something is left off and they just give you a refund. No point of premium price for convenience if they can’t deliver items
1 October 2025
Unprompted review
Reply from Zoom by Ocado
Hi there, Sophie. We are sorry to hear that you have had this experience recently with your orders arriving incomplete. We have requested some further details as we would love to look into this further for you.
This will be my last order from Zoom
This will be my last order from Zoom. Whoever is packing the order puts light things like salad bags under heavier things, so I end up receiving unusable salad mush. The vegetables I received were mouldy (again unusable). The packing is very wasteful, with 2-3 products per bag. Really disappointing for how expensive Zoom is.
15 September 2025
Unprompted review
Reply from Zoom by Ocado
Hi there, we're really sorry to read about your recent Zoom order. Squashed salads and less-than-perfect veg is not the high standard we set for ourselves, and we appreciate you letting us know. We'd like to get your feedback on to the right packing team. Please could you pop us a direct message on social media so we can look into this for you?
The website wouldn't let me put a voucher for 30% off and free delivery
I put an order in with 30% off and free delivery. Problem was they wouldn't let you put the voucher in until you put your payment in and then the page disappeared
So no 30% off or free delivery. I called and spoke to them immediately and when the girl put me on hold to speak to the manager she came back and said there was nothing they could do. Beware. We are now waiting for the order visa courier that I suspect will never arrive. Will ever use them again.
13 September 2025
Unprompted review
Reply from Zoom by Ocado
Hello Julia, thank you for your review. We're sorry to hear you were unable to use a voucher on your recent order. We understand that everyone loves to save money where they can, so this would've been disappointing to see. We can see you've been in touch about the voucher, and we have popped over another email to you. If you require further assistance around this, please feel free to contact us privately.
Missing items never refunded
My order was missing items and despite calling every day for 3 days, I kept on getting canned responses blaming the depot and waiting for a response from them. Absolutely abysmal customer service, avoid at all costs.
10 September 2025
Unprompted review
Reply from Zoom by Ocado
Hi Umut, we're sorry to hear that you were missing items from your order and that you have had to keep reaching out for 3 days, if you we appreciate how frustrating this must be, if you wish to discuss further please reach out from the registered email address, and mention this is on the back of your recent Trustpilot review. Take care.
Always effective and you get good…
Always effective and you get good updates on ur orders
5 September 2025
Reply from Zoom by Ocado
Hello there, and thanks for your lovely review. We are glad to hear you are enjoying the service and find it effective. We look forward to seeing you shop with us again soon!
Go elsewhere
The food quality is the best! It’s m&s!
It for the past few times items have been missing from my order. I’m not talking about one or two items, literally half the order will be missing! I ordered dinner for my family and the only thing that turned up was my baby’s formula?! I’ve now had to order again from a different site because I no longer trust this service. On top of this the people packing the items either waste loads of paper bags by using just one bag for one item or they’ll put things like bread in with heavy items?! Who ever is working in their east London factory needs to be fired!
1 September 2025
Unprompted review
Reply from Zoom by Ocado
Hi there. Thank you so much for taking the time to leave this review. We are so glad to hear that you are enjoying the food quality and the M&S food we sell. We are so sorry to hear that there have been missing items and bad packing in your orders. This is never the level of service we wish to provide, and we would love to help. Please drop us a DM on any of our social media channels so we can help.
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