Ocado Bewertungen 

Ocado's small order charge fee is nowhere to be seen while ordering. It is automatically added to your bill and only visible on the confirmation receipt email. Surely, this is against consumer protection legislation? It is only £2 so most people won't even notice it but I would rather give it to a charity than Ocado.

Every week there are damaged items in my order due to the bags being packed poorly. Crushed milk cartons, flattened bread, scones that resemble pancakes, biscuits that have been reduced to dust. Staggeringly incompetent! You would think that bag packing would be a fundamental training requisite.

Response to Ocado 13-August 2026:

Whilst I appreciate the vouchers as way of apology, as you pointed out in your response, these issues are ongoing. There doesn't seem to be any actual feedback given to the relavant department or if there is, it is not being implemented. It's highly frustrating! Carrying a bag up a carpeted hallway with milk pouring everywhere because it has been placed on its side with 2 other cartons on top, is clearly a basic failure of your system.

Wednesday 12th August 5.15pm
Dover
Reg WR26YBY
Driver named Jodie

Ridiculous worker. I was getting ready to park my car up with my indicator on, this lady then decided to pull in quickly behind me, unable to even get her van fully in as my Car was in it's way. After beeping her I then had to get out of my car, with my 5yr and 6 month old in and explain I had my indicator on and was in the middle of parking there. No apology she then took a further 15 minutes to leave her van hanging out of the parking space. All while knowing I had a baby in the car in high temperatures. Ridiculous. Rude.

***Damaged, overripe produce at premium prices. Incredibly unhelpful customer support.*** I have used Ocado for a while and have noticed certainly in the last 6 months that my recent orders have been completely unacceptable. The fresh produce arriving at my door is consistently sub-par. Bread and perishable soft items like eggs butter and coleslaw, soft fruits, bananas and leafy greens arrive squashed, damaged and overripe due to careless picking and packing by their AI robots or untrained humans. Worse still, some of the items are completely crushed, bruised, or turning mouldy within 24 hours of delivery. When I contacted customer service to request a refund for the unusable food, the support was shockingly poor. I was met with scripted excuses and the same generic answer. Nothing changes, the issue continues week in week out. I requested compensation for the inconvenience and complete car crash of a delivery last week only to be told they needed photographic evidence (48 hours after my delivery) not practical when a lot if it was discarded. Now I have radio silence. No email response, nothing. You could have pulled it back Ocado but you didn't even try! I expect to receive a premium service when i pay premium prices, however, this isn't the reality. Online shopping is supposed to be easy and stress free... not when you shop with Ocado. I will be taking my business to another online grocery provider.

My first time ordering from ocado and definitely the last
Made an order for a slot of 19:30 to 20:30 then without warning they changed my timing to 22:00/22:30 for the driver to then ring me at 22:00 to tell me he’s unable to complete my delivery as he needs to get back to the depot very unprofessional I purposely made this order as I was bed bound unable to leave the house this is unacceptable!

I had spent a week compiling a huge order to feed 25 people at a holiday rental. Due to be delivered an hour after check in. That morning, as I’m packing to leave home, I find an email saying - sorry - payment didn’t process - order - and more importantly slot - cancelled. Chat service couldn’t reinstate it, essentially no one can override the system. So frustrating. I’m now sitting the next morning waiting for the rebooked slot and they are already an hour late. Requests for compensation refused.

Firstly I had issues with the app. I had secured my slot, filled my trolley and then it would ask me to choose my slot again and then my items would be unavailable. I would choose alternative items and again, out of stock.
I had a 9:30-10.30pm slot and the delivery arrived at 11:15pm. A late delivery in the day wouldnt be that bad, but this late at night is unfair. I also felt bad for the driver. I was given £5 voucher for the disruption …

Edit- they were late because they were given too many drops in too many locations! Not because of road works or issues. & I did choose my slot first and filled my basket in 20 mins.
Thanks

I have been a customer of Ocado since almost the beginning. This evening I logged in to edit my shop which normally has an edit time of 21:20. Without warning this had been changed to 17:40. Apparently this change is in on the order info they send but after so long as a customer it something that tends to be overlooked. Having spoken to Ocado the only reason they can give is the high demand but can offer no actual explanation apart from this or compensation. They said it might not be every week - how helpful Ocado..... This has never happened on any of my orders before. Where other companies are making their service more accessible, Ocado is making their's more inconvenient. I notice for the same delivery time Waitrose offers the ability to edit orders until 11pm... If only I had known sooner. What a shame to loose one of your oldest twice a week loyal customers for such a poor service change.

Stolen items
2 x whiskey not on delivery yet charged
don't trust packers or drivers now
lost customer

Has added numerous frictions.

1) Didn't remember my old password.
1.5) 15 min wait to try and login again.
YOU REALISE I'M TRYING TO GIVE YOU MONEY?!?!
2) £2 added to my order for nonsense reasons.
3) NAG NAG NAG on checkout, like some till slave asking you if you want a pack of haribo, but 4 times.

Sack all the people who wanted these changes.
Terrible website design and customer experience.

Awful delivery service despite £9.99 payment each month. No notification of delays and then followed by rude and dismissive driver. Goods missing and multiple occasions of broken eggs. Customer service not interested. Overpriced and without compensation when things go wrong. Absolutely do not recommend

Cannot edit reviews or add new review.

A lot of products in supermarkets they start off good and then they gradually reduce the quality until they are bad.

Ocado does not let you edit a review you previously made, nor does it allow you to add a new review.

So they get a load of good reviews, then make the product worse. Or the quality goes down the pan. But the good reviews stand, you cannot change your review,

Just wanted to say thank you to Andy in the Bister branch. What a lovely young man and so polite and helpful. Thank you for today’s help and really appreciate how you dealt with my request.

**One of two totes missing – but initially told everything had been delivered**

I've been an Ocado customer for a long time and very rarely have problems, but this experience genuinely concerned me.

More than half of my shopping was missing from a delivery. After contacting Ocado, I was initially told that the driver had checked the van, all the boxes were empty and everything had therefore been delivered.

When I contacted Ocado again, however, a very helpful advisor investigated further and explained that my order actually consisted of **two totes and one whole tote was missing**.

That's the issue I think Ocado needs to address. If there were two totes allocated to my delivery and only one reached me, how was the delivery recorded as complete and how was I initially told everything had been delivered?

I was also promised a callback which didn't happen, so after waiting in the hope that my groceries might still be returned, I had to contact Ocado again myself. More than half of the shop being missing disrupted my plans that evening and meant making alternative arrangements for food I specifically needed over the following days.

Credit where it's due: **Connor in Customer Service was excellent**. He was patient, transparent and genuinely helpful. He arranged the £77.90 refund, provided a £15 goodwill voucher and raised feedback with the relevant management team. My criticism is absolutely not directed at him.

The refund resolves the money for the products I didn't receive. What I would still like Ocado to explain is how an entire tote can go missing while the delivery is apparently recorded as successfully completed.

Mistakes happen. What matters is having a process capable of recognising when they happen rather than initially telling a customer that everything was delivered.

Aimal was very helpful, friendly, and professional. Would recommend

Terrible - received a discount leaflet in the post. Didn't apply properly so had online chat with support.
No resolution so I closed my account.

Customer service is not good, I don't know why? Other online grocery stores always let you know asap if the driver has been held up/broken down, for example. Not Ocado.
We waited for an extra 2 hours after the end time of our slot & still had not heard from them. So you are forced to contact Ocado yourself. Only to be told that it was no longer going to arrive today.
Then told you will have the exact same food/drink delivered tomorrow minus the frozen stuff (which presumably goes in the bin). If your order includes fresh fruit, dairy & other produce you've got to be content with the fact that it's going to be past its best. You certainly don't get treated as a priority & could only choose from 2 3-hour time slots for redelivery. They throw in a £20 voucher but as it can only be spent at ocado it feels like a bit of a punch in the gut, & is quite frankly off-putting. When ocado works well it works well, but when it doesn't it's very poor.

I am writing this review about the review system on Ocado and giving it one star. Reviews take forever to get published, if they do at all. This makes many product reviews a bit out of date. The review panel only publishes reviews based on their own personal opinion of whether they should be published or not.

I really should have looked at the trust pilot reviews before I signed up for Ocado.

I took delivery just now and a frozen pizza box was quite mangled so I immediately joined the app chat and had a useless bot to deal with.

Ocado thinks it's suitable to have such a limited feature front-ending customer issues but it can't do anything about refunding damaged items until a finite time after the delivery, for some silly reason, despite the fact that somewhere in their system there is a very clear definition of what I ordered and when the delivery slot was. On top of that the bot then leaves the conversation before the end of their imposed waiting period. When I challenged the bot and was finally transferred to a human, the agent defended the bot and their own silly processes and mis-read the chat history, asserting that the bot only left when I was transferred to a human, which is absolutely untrue.

This is far from my idea of what I thought was going to be a premium online shopping experience to justify their higher than others' prices.

Very unimpressed.

I have shopped on line for many years and got annoyed at many shops for out of date items ,items with tomorrow’s date ,mouldy fruit ,veg ,bread .the worst food shop delivered half my items and wouldn’t let me claim for the missing items so costing me double by having to buy them elsewhere next day .And others delivered way past delivery early slot into the very late evening .Totally fed up of all of them .Until I tried Ocado.
Ocado is the only online shop for food I trust not to experience any of the above ,my deliveries are within time ,the food is within good date and nothing ever mouldy or missing (as yet )so I’m happy to keep shopping with them (a bonus) is the Flash sales ( they are great ) and top up my shopping …so MORE FLASH SALES please ..