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.
Clear and easy to use website
Clear and easy to use website. Fast service and delivery guy was helpful and polite. Appreciated the paper bags!
18 April 2025
Reply from Zoom by Ocado
Hi there, Yasmin. We are so glad you found the website clear and easy to use and also that your delivery driver was helpful and polite. We strive towards making our user experience as easy as possible and it's great to hear your feedback.
Easy to place and Book delivery slot
It was easy to place the order and book a time slot.Order arrived within the slot. Delivery rider bought my order up to my flat, he was very polite and helpful.
19 April 2025
Reply from Zoom by Ocado
Thank you for taking the time to leave this review. It's so great to hear you found it easy to place the order and the driver who arrived was polite and helpful and was within your booked time slot. We believe you should always receive this level of service and we do hope to see you again soon!
Reply from Zoom by Ocado
Thank you for your review, Suze. We are so glad you were able to find a good range of products and your delivery arrived promptly. We believe that you should always receive this level of service and we hope to see you again soon.
Useless 0 starts. Stole my money no order arrived
Useless. Downhill. And I just ordered a zoom that said delivered and did not arrive. £40 charged and now they are investigating instead of refunding me whilst taking my money.
They have ruined our evening and agitated us on a bank holiday.
Don’t bother.
18 April 2025
Unprompted review
Had all I needed for a quick brunch for…
Had all I needed for a quick brunch for unexpected visitors, brilliant delivery service in an hour. Left me free to tidy up!
13 April 2025
Reply from Zoom by Ocado
Hi there, thank you for taking the time to leave this review. We are so glad to hear we were able to deliver everything you needed for last minute plans! We hope to see you again soon.
Awful service
Awful service. Courier cancelled again. Unable to follow simple directions. Please do not use Ocado if you live in an apartment.
16 April 2025
Unprompted review
I think Ocado zoom is brilliant
I think Ocado zoom is brilliant. They deliver for a very reasonable price. On a couple of occasions, items have been missing, they expedite a refund immediately. Suffering from mobility issues, they have proved to be a Godsend.
14 April 2025
Unprompted review
Reply from Zoom by Ocado
Thank you for your feedback, Joanna. We are glad to hear you are enjoying the Ocado Zoom service and that we are able to help you due to your mobility issues. We believe you should always receive this level of service and we look forward to seeing you again soon.
Got everything we needed in a hurry for…
Got everything we needed in a hurry for that night's special meal after finding 2 key ingredients required had run out! It worked perfectly with the same log in as the main Ocado account so very efficient too.
1 April 2025
Reply from Zoom by Ocado
Hello Hilary, thank you for your feedback. We are glad we were able to deliver some key ingredients for your evening meal and that you were able to login easily to place your order. We hope that we see you again soon!
Easy and fast
Order is easy to place and arrived in 1 hr Products are feesh and it offer lots of organic vegetables not easy to find online..
Highly recommended.
1 April 2025
Reply from Zoom by Ocado
Hi there, thank you for your review. We are glad to hear that you found it easy to place your order and were able to find all of your organic vegetables too. We look forward to hopefully seeing you again soon.
Courteous and helpful courier, excellent and speedy service.
Courteous and helpful courier, speedy delivery. The products were exactly what I'd requested and carefully packed in eco-friendly bags. Excellent service. I've already placed my second order....
3 April 2025
Reply from Zoom by Ocado
Hi there, Sara. Thank you for your feedback, we are so glad to hear that your delivery was speedy and your driver was helpful and courteous. We are so glad to hear that you've already placed your second order and we look forward to seeing you again soon.
Good value service.
Quickly delivered for a modest charge. Slightly higher prices for the goods, but given the convenience factor, that’s hardly surprising.
3 April 2025
Reply from Zoom by Ocado
Thank you for your feedback! We're glad to hear you found the delivery quick and reasonably priced. We understand that convenience plays a big role, and we appreciate your understanding of the pricing. We're always striving to offer a balance of quality, convenience, and value, and we look forward to seeing you again soon!
Nothing missing from my order
Nothing missing from my order, delivery guy very polite-top service
7 April 2025
Reply from Zoom by Ocado
Hi there, Sandra. Thank you for your kind words! We're thrilled to hear that your order was complete and that our delivery driver provided excellent service. We always aim to provide a top-notch experience, and it's wonderful to know we met your expectations. We look forward to seeing you again soon!
Great and fast service
1 April 2025
Reply from Zoom by Ocado
Hi there, thank you for your review! We are glad to hear you find the service to be fast as we strive towards making it as convenient as possible. We hope to see you again soon.
Reply from Zoom by Ocado
Thank you for the Great feedback! We look forward to your next shop!
Reply from Zoom by Ocado
Thank you for lovely feedback! We hope to see you again Zoom.
Delivery Service was amazingly fast and…
Delivery Service was amazingly fast and packaging was clean and tidy in recyclable paper bags 👏🏿👏🏿👏🏿
Courier was polite and friendly
28 March 2025
Reply from Zoom by Ocado
Thank you so much for your wonderful review! We’re so happy to hear that you were impressed with our fast delivery and eco-friendly packaging. We’re also glad to hear that our courier provided excellent service, as we believe you should always receive this level of service.
Quick and easy to search for what I…
Quick and easy to search for what I needed and delivery was really fast
28 March 2025
Reply from Zoom by Ocado
Thank you so much for your kind feedback! We’re thrilled to hear that you found our website easy to navigate and that your delivery arrived quickly. We always aim to make shopping with us as seamless as possible, so it’s great to know we hit the mark for you.
Poor service and getting worse
I have been a long time customer of Ocado Zoom and recommended them in the past. However I have to say the service has degraded significantly in recent months and it is clear that they are cutting costs in terms of how they treat customers.
Around a third of the time items are missing, usually entire bags which weren't picked up from the warehouse. Each time I call customer services and they refund me the products missing. Except where they were part of a deal (e.g. for a meal) where they would adjust the amount received afterwards meaning I am now out of pocket. Previously they would offer free delivery if you were disadvantaged in any way, now they state 'we'll only do this one time for you' when I have to pay extra to make the meal.
The idea of the service is for it to be convenient. The amount of time I spend on the phone to customer services means it is anything but that. Sadly they are not a service I can recommend any more.
26 March 2025
Unprompted review
Reply from Zoom by Ocado
Thank you for taking the time to share your feedback with us. We’re really sorry to hear that your recent experiences haven’t met the high standards we strive for. We understand how frustrating it can be when items are missing or when our service doesn’t live up to your expectations, especially when it impacts your plans. We truly appreciate your loyalty as a long-time customer and take your comments seriously.
We’re working hard to improve our processes and address these issues. We would love the opportunity to make things right and regain your trust.
Thank you again for your honest feedback, and we hope to have the chance to provide you with a better service in the future.
Good deal
30% off my shopping was a huge incentive! Not having to pay any delivery charges also made my shop worthwhile. So thanx.
30 March 2025
Reply from Zoom by Ocado
Thank you so much for your kind review! We're thrilled to hear that the 30% off and free delivery made your shopping experience with us worthwhile. It's great to know that we're able to provide value to our customers. We look forward to seeving you again soon!
Good choice of items
Good choice of items. Convenient delivery slot. Very helpful and polite delivery man kindly brought items into the house as I am currently suffering with a painful back.
28 March 2025
Reply from Zoom by Ocado
Thank you so much for your kind words! We're so happy to hear that you were pleased with the variety of items, the convenience of the delivery slot, and the service from our delivery driver. We truly appreciate you taking the time to share your experience, and we’re glad we could make things a little easier for you, especially while you're dealing with your back pain. Wishing you a speedy recovery, and we look forward to seeing you again soon!
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