Ocado Reviews

Beware of inflated price with M&S items - 5-20% increase in some cases! I was shocked - I love the service from Ocado and have used them for years but when they were unable to deliver a £12 item I popped into my local M&S and found the same item on sale for £10 - That’s a 20% hike for Ocado. The Ocado customer service team informed me they set their prices separately from M&S - seems a bit steep though. The over pricing would quickly add up over a large shop.

In my last order, i noticed that Ocado allocated 1 plastic bag per product and even sold me an unused plastic bag. When i told to courier that I would like to recycle these by giving some back he told me it is not possible due to Covid. It is disgraceful to the environment what Ocado is trying to do. In my previous orders I noticed they charged me more bags than I received so it seems Ocado is trying to profit from plastic bags. This is really frustrating as a customer!!

I have been an Ocado customer and SmartPass member for over 8 years. The service was great. The range of items was fantastic - including Waitrose products. Until last year.... then the "pandemic" struck (absolute nightmare for placing orders and the app crashed) and the switch to M&S. I was so looking forwarding to M&S and assumed the service would be great - we are massive fans of M&S food - and also assumed the quality would be the same as M&S store bought items. It's definitely not. There is a noticeably difference/inferior quality. The quality of most items is very poor. Now I wish Ocado had stuck with Waitrose. Also, a lot of the non-grocery items are no longer available too. As for the flexibility of deliveries ..... Either stick to your time slot - or just forget it. Looks like I may be switching to Waitrose in the future. Such a shame though as the staff are mostly very friendly/helpful. I would have highly recommended Ocado in the past, but not anymore...

After shopping with Ocado for over ten years, I am absolutely horrified at their attitude towards their loyal customers. They are making it very clear that they are prioritising people that are not SmartPass holders, since why would they want to deliver to Pass holders when they can charge £9.99 per delivery to non Pass holders? I dealt with two members of staff in one day, who could not have cared less about my frustrations, and had absolutely no intention of even attempting service recovery. When I stated that perhaps Ocado wouldn’t be receiving so many complaints if they hired staff that cared about their customers, I was immediately hung up on. I spoke to Chat agent Karen and Phone agent Gary. For all of these reasons, I will not be returning to Ocado at any point. I am most sad about this as I have loved Ocado and their service for a long time. But as someone else has said here Ocado use the excuse ‘many of our inactive members have become active’ ... Great work Ocado, I hope those inactive members continue to spend their money with you when the pandemic is over, and you have lost all of the customers that had shopped with you long before the pandemic began.

Well once again I’m staying up half the night and running the battery down on my phone trying every few minutes to get a slot for delivery . I know we’re in a pandemic and we’ve left the EU so things are difficult but as a smart pass user I should at least be able to get a delivery otherwise why am I paying for this privilege? We are over 70 and vulnerable but this doesn’t seem to matter to Ocado or the fact we’ve been loyal to them for 9 years . Your generic response to all of these complaints no longer washes with your customers . We will now be forced to move companies or have to join supermarket queues which the government don’t want our age group to do .

J2O bottles smashed at packing or in transit. They are near impossible to break. All shopping in same bags damaged. Eggs in a separate bag also cracked. At £5.99 delivery for a partial grocery delivery it’s very expensive and items are clearly handled in an unprofessional way to smash J2O bottles. Refund of missing items not enough, at the very least the delivery charge should also have been refunded. Very disappointed.

For the first time in 16 years no Ocado xmas delivery. Despite being a smartpass member I couldn't get a single slot. Since the m & s merge I have seen less choice, several late deliveries and loads of missing items with no substitutes. Who knows what has happened here.

I'm a very loyal Ocado customer and like to give them the benefit of the doubt, their customer service is second-to-none, the kind you just do not get these days from other companies. Whenever i have had a problem, they sort it instantly without question. I also love how they have kept me and my family safe over the last few months by keeping deliveries going. My only issue currently is the stock levels since changing to M&S and the increase in delivery day missing items which cannot be substituted to an alternative. I just hope the availability increases as the transition to M&S is embedded. I have plenty of patience for Ocado, but soon would be nice!

Thank Agan in lemon van delivery today with a smile and asked how I was first time anyone has in quite awhile. Driving for ocado

So quick and efficient, I have a lovely driver called Mollie

My first Ocado/M&S shop. Very pleased. No substitutes and everything available. The driver Tyler phoned when he was on his way which I appreciated. It’s great to have access to M&S produce online. I’ll definitely be using the service again. Thank you and good luck with this new partnership!

Would give 0 if I could.Changed my delivery slot from Saturday to Sunday and they still sent out the Saturday order. I was not at home to accept/reject this and now they have charged me £30 for the perishables!!! For an order they shipped out by mistake. Disgrace. Awful company, awful staff.