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
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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
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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.
Reply from Zoom by Ocado
Hello there, thank you for getting in touch. We are so glad to hear that your order arrived on time with no damaged items, as this is the level of service we belive you should always receive. If you do need anything further, please don't hesitate to be in touch.
Reply from Zoom by Ocado
Hi there, thank you for reaching out. We are so glad to hear that the offers are good and your orders have been covenient and fast, as this is what we hoped to create with our same day delivery service. Please don't hesitate to reach out if you ever need anything.
Just great!
27 February 2025
Reply from Zoom by Ocado
Thank you for taking the time to leave this review! We are so glad to hear your experience with us has been just great and if you do ever need anything from us, please don't hesitate to be in touch.
A big thankyou
Always good, yours drivers , always helpful, and the products are what I want. Just a shame you don't have more of Torres Viña Esmeralda. 9/10, and a big thankyou .
28 February 2025
Reply from Zoom by Ocado
Hi Robert! Thanks for reaching out, we are so glad to hear that the drivers are always helpful and the products are always what you want. We would love to submit a stock request for the Torres Vina Esmeralda for you, if you could please get in touch!
Reply from Zoom by Ocado
Hi there, Stephen. We are so glad to hear that your order arrived promptly and your delivery driver was pleasant. We would love to pass the feedback over for the driver, if you could please reach out so we can take some further details.
Great choice of products.
Great choice of products.
The delivery people are always nice and friendly and always on time!
11 February 2025
Reply from Zoom by Ocado
Hi there, Theresa. Thank you for taking the time to leave us this review! We are glad to hear that you find the choice of products great and it's so lovely to hear that the delivery drivers are always nice, friendly and on time as we believe you should always receive this level of service. If you ever need anything, please don't hesitate to be in touch.
Good overall
Easy to place order and good time slots but quite a few items out of stock.
20 February 2025
Reply from Zoom by Ocado
Hi there, thank you for taking the time to leave a review. We are glad to hear that you find it easy to place an order and see a good range of time slots. However, we are also sorry to hear that there was a few items out of stock. We would love to pass the feedback to the relevant team to help us improve in the future, if you could please reach out to us at the Customer hub.
Great as always!
26 February 2025
Reply from Zoom by Ocado
Thank you for your feedback, Martina! We believe you should always receive a great service, so this is so lovely to hear. If you do ever need anything from us, please don't hesitate to get in touch.
Reply from Zoom by Ocado
Hi there. Thank you for your kind words, we are really pleased to hear that you had a good delivery and the driver was prompt and courteous. We would love to send this feedback over for the driver, if you could please reach out so we can take some further details.
I was very happy with speedy service…
I was very happy with speedy service polite delivery man .I would not hesitate to recommend your service commitment
28 February 2025
Reply from Zoom by Ocado
Hi there, Cecil! Thank you for taking the time to leave this review. We are so glad to hear that you were happy with the speedy service and polite delivery driver. We would love to pass this feedback over for the driver if you could please reach out, so that we can take further details!
Reply from Zoom by Ocado
Hi there! Thank you for the review. We are so pleased to hear you find the selection of products great and your orders have always arrived on time, as this we believe you should always receive this level of service.
Are the couriers not able to phone
Are the couriers not able to phone? what good is it when they text, saying they arrived, yet nobody is at the door? And then 3 times: I'm waiting, your order may get canceled. I won't use it again, just trouble, either they don't arrive or have half the order missing! Avoid if you can! At least you earned one star by swiftly refunding.
11 February 2025
Unprompted review
Reply from Zoom by Ocado
Hi there, Nic. Thank you for taking the time to leave this review. We’re really sorry to hear about the issues you've experienced with your deliveries. We completely understand your frustration, and it’s certainly not the level of service we aim to provide. We’re glad to hear we were able to quickly refund you, but we’ll be sure to pass on your feedback to our delivery team to prevent this from happening again. Should you wish to discuss this further, please contact the team via one of our social media channels, or via the 'Contact Us' section on our website/app.
Very good so far always on time and if…
Very good so far always on time and if not they left you know with plenty of time
9 February 2025
Reply from Zoom by Ocado
Hi there, Sophie. Thank you for your fantastic feedback! We’re thrilled to hear that you’ve had a positive experience with us, especially with our timely deliveries and communication. We’re always striving to ensure our customers are happy, and it’s great to know we’re hitting the mark. If there’s anything else we can do to make your experience even better, don’t hesitate to let us know!
GLOOM by Ocado
Hello. I have two accounts with you, one in my name: The second account I have set up on behalf of elderly neighbours who live on the top floor of the building, mobility is an issue, She is 84 yrs old and her husband is 92, it is for this reason I always have their shopping delivered to my flat and carry it up three flights of stairs to them.
Speaking personally (& as a stroke survivor) on the whole Zoom by Ocado has been a God send but lately there have been some substantial delivery disasters regarding missing items & wrong deliveries. Delivery staff are quite unhelpful & respond with the usual response 'Call them'.
Now, your staff in the call centre in Sunderland ? are usually really friendly, warm & eager to resolve problems, in the past a token voucher has been issued plus a delivery refund of a repeat order necessitated by an incomplete order to compensate for the inconvenience.
So onward to today's fiasco, I placed an order on behalf of my neighbours hours in advance today. They were celebrating an anniversary (family were gathered). Later on I realised I'd forgotten one item (a bottle of vodka) & placed another order with a within one hour time slot, so both orders would arrive close to each other.
The first order arrived, three of the five items were missing! Two bottles of wine & one bottle of diet coke were absent. I questioned the delivery guy who said quote 'there was an issue raised with the other bag......call them'!
Meanwhile I'm also alerted that my hour slot Vodka delivery will be late.
I felt almost embarrassed to call the help centre to inform them everything had been delivered, only the alcohol was missing? I'm not some chancer in a tracksuit trying it on, but even I knew there are probably people out there bereft of morals. But dear reader I was telling the truth, the lady in the call centre of would not suggest otherwise & dutifully issued me with a refund for the missing items. I had to reorder the wine & diet coke. But I have not been issued a refund for the delivery charges, also I've not been compensated for the late arrival of the second order - usually all the above would have been automatically instigated. I have spent a long time bogged down through no fault of my own trying to resolve these issues this evening which is ironic as the whole ethos/concept of Zoom by Ocado is 'Convenience'.
Footnote a recent delivery was flagged as '1 minute away', in reality it arrived 28 minutes after, this is not something I'd call to complain about as I appreciate it must be tough going at times for the delivery guys, plus the delivery guy was very apologetic. But Zoom by Ocado.....are standards declining?.....Maybe a rebrand is in order.....GLOOM by Ocado?
7 February 2025
Unprompted review
Reply from Zoom by Ocado
Hi there, Marc! Thank you for taking the time to leave this review. We are so sorry to hear about the difficulties you’ve encountered with your recent deliveries. We truly appreciate the effort you’ve been putting into helping your elderly neighbours, and we understand how much of a frustration it must be to deal with these issues, especially when you're trying to make their special occasion a bit easier.
It's disappointing to hear about the missing items, the delay in your second order, and the lack of automatic compensation. We understand how much this must have impacted you, especially when the whole purpose of Zoom by Ocado is to offer convenience. We also appreciate your recognition of the helpfulness of our call center staff, but we acknowledge that the issues with your delivery are far from the standard we aim for.
Should you wish to discuss this further or if you need assistance with any remaining issues, please don't hesitate to contact our team via one of our social media channels or through the 'Contact Us' section on our website/app. We're here to help and want to ensure we make this right for you moving forward.
Thank you again for your feedback, and we hope to restore your confidence in our service soon.
Of the things we ordered 80% didn’t…
Of the things we ordered 80% didn’t turn up !!
Driver tried to disappear after asking for an age verification even though our wine didn’t arrive! , very suspicious.
We even had to insist on no delivery charge for three items and offered no compensation for inconvenience.
After an over night flight after our holiday we were not impressed. Hopeless
7 February 2025
Unprompted review
Reply from Zoom by Ocado
Hi there, Martin! Thank you for taking the time to leave this review. We’re really sorry to hear about the issues with your recent delivery, and we completely understand how frustrating this must have been, especially after a long flight. It’s certainly not the experience we want our customers to have, and we apologize for the missing items and the inconvenience you faced.
We’d like to look into this further and make things right for you. Should you wish to discuss this in more detail, please don’t hesitate to contact the team via one of our social media channels, or through the 'Contact Us' section on our website/app. We're here to help and resolve any issues you’ve encountered.
Thank you for bringing this to our attention, and we hope we can improve your experience moving forward.
I usually like them very much
I usually like them very much, although recently they’ve been using ‘3rd party’ deliverers, who want to take photos of a passport or driving licence upon delivery!
I recently had to take up issue with them as a mis-labelled gluten-free product turned out not to be, and I was poorly for two days after and had to miss work.
They refunded the cost of the item, and offered me £15 as well.
I wasn’t looking for the Earth - it was a mistake. However, this is really not the best way forward. Stupid!!
I must amend this review, after being contacted by Ocado, after having read the above review. They’re prepared to offer an extra tenner, “ but that’s the maximum we can go to”. 😂😂
28 January 2025
Unprompted review
Reply from Zoom by Ocado
Hi Adrian, we are sorry to hear about the experience that you have had on your recent orders with us, especially with the experience when you were ill after a recent order. We can certainly look into this further for you, and look to see what we can do for you. For us to do so, please contact our Customer Hub team!
Great when they are not out of stock of everything
Basically this is a great service - however - they are so often out of stock of everything that I've all but given up using it. It seems they never anticipate that weekends are busy, for example - so when people really need a top up service - they have nothing left. There are often deals that you can't use as the other half of the deal is out of stock too. I am only writing this in the hope they will sort out their supply chain issues and I can use it again more often!
3 February 2025
Unprompted review
Reply from Zoom by Ocado
Hi Mary, we are sorry to hear that you are finding lots of items are out of stock when you are looking to place your orders, we do try to do what we can to ensure that we can get the stock that we need to meet demand, while also not keeping a surplus of stock, so we can try to avoid waste. To discuss anything further, please contact our Customer Hub team.
Avoid them
Avoid them! For the last few weeks there were few missing items and today they just cancelled my order after waiting for 3 hours!! I have been their regular customer for the last 2 years, but deleting the app and never ordering from them again
28 January 2025
Unprompted review
Reply from Zoom by Ocado
Hi, we are very sorry to hear about the experience that you have had with your recent orders, this is not the experience that we would want anyone to have, and we can certainly look into this further, and look to see what we can do for you. Please contact our Customer Hub team for us to look into this further for you.
Extremely Disappointing Experience
I placed an order through Ocado Zoom that was marked “delivered,” yet nothing arrived. When I contacted customer service, they said they would investigate but refused to issue an immediate refund.
I spoke to a supervisor, who repeated that the business needs to “care about itself as much as about the customer” and offered no resolution while they conducted their investigation. To make matters worse, they explained that they use third-party drivers whom they apparently can’t contact if something goes wrong. I have been left with no resolution, no products, and out-of-pocket expenses.
Their handling of this was unhelpful and frustrating, and I definitely won’t be using their service again. If you value reliability and proper customer care, look elsewhere.
25 January 2025
Unprompted review
Reply from Zoom by Ocado
Hi Omar, we are very sorry for the experience that you have had with this order. There should never be a situation where a customer's order is marked as delivered when they have not received this, and so we do have to do an investigation before we are able to issue a refund on this. We appreciate that being left without when you have not received products is not ideal, but it is something that we have to look into. We do normally get a response back quite quickly, and look to get a resolution as soon as possible. To discuss anything further, please get back in touch with our Customer Hub team.
Cancelled my order 2 minutes before the…
Cancelled my order 2 minutes before the end of the delivery window without a reason. I emailed them back after I received the automated £5 voucher back (this tells me cancellations like this probably happen quite a lot) and they increased my voucher value and its validity window. I've given them an additional star as a result as this part of their customer service was prompt, although if a service like this isn't reliable then it feels like quite a significant issue...
19 January 2025
Unprompted review
Reply from Zoom by Ocado
Hi, we are very sorry to hear that your order was cancelled late on. We appreciate that you book your time slot for a reason, and we are sorry for any impact that this had on your day. We can see that you have spoken to us about this already from your message, but if you do want to discuss anything further, please contact our Customer Hub team!
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