Review Time
If I could give it less I would. Forces you to have unnecessary plastic bags 2/3 small items in each bag. They gave me 6 bags for about 12 items and forced me to pay for all 6 bags. Then they charge you a sneaky fee if ordering under £75, which they don't tell you about until after your payment. And also they provide out of date soiled produce that's inedible and then don't provide a refund after they say they will. Customer service are robots and churn out the same patronising, insulting comments and excuses. Be prepared to loose money and get an awful service, I'd rather go without then shop with them again.
We started using Ocado because our local supermarket never seemed to have any stock. We absolutely love it. The smart pass is very much worth its money, I just had same day delivery. The app is brilliant to use- very functional and laid out. The food availability is excellent, as is the quality. Even Ocados own brand fruit is miles better than other supermarkets. The dates are really good and the range is brilliant. We also love the offers and savings, and of course, the M&S food. Delivery service is brilliant- very professional and friendly, always on time and well communicated. I don’t think the pricing is that different to other supermarkets, and when it is the price promise vouchers are sent to you to make up the difference.
After the first two orders the customer service could not give a toss about you or your integrity. The drivers are actively lying about bags handed back. I have had damaged items like glass turn up to the door, I’ve handed back to the driver and they have then lied later that nothing had been handed back. This is not acceptable. Management is basically questioning my integrity and suggests I am lying over a single bottle of water which is not acceptable in no shape or form. I will be escalating this as far as it goes
I'm a disabled customer and very happy with the overall service and courteous delivery staff. Delivery updates and arrival spot-on. Only reservation is waste of plastic bags. My last order was with Morrisons which was an absolute disaster due to broken sauce bottles dripping all over my home before a midnight delivery. I would use ocado again
I shopped on Ocado via topcashback, and the £1.44 cashback tracked immediately. But 3 days ago it was declined by Ocado. I contacted them to ask why. First they said "we are not aware of any cashback offers from them.". When I gave them the link and pointed out there was no other way that topcashback could have got my ocado order number and order amount if not from them, they then said "Im [sic] afraid that this is something that we dont [dic] deal with as a company, and you need to go back to Topcashback".
Well that is not quite how it works. Topcashback works as a co-operation between TopCashback and the retailer, and the retailer needs to feed the appropriate information to TopCashback.
All very frustrating and a waste of time - more than the actual cashback was worth.
I mistakenly placed an order for late pm, rather than late am. I turned to the Ocado Help Hub to rectify the situation. Two members of the team, a gentleman (whose name I didn't catch) and a lady, A.. Between the two of them, the depot was contacted, who, in turn, contacted the driver. Instead of our order arriving between 11.00 & 11.59pm, it was delivered at 9.20pm, a much more civilised time! We are most grateful to A. and her male colleague for turning an embarrassing mess into a much-needed delivery of groceries. Their can-do, reassuring approach put our minds at rest, just what good customer care is all about.
They delivered a box of crushed, soft, inedible raspberries. I sent them photos that clearly showed the fruit had leaked as the whole box was wet, but apparently customer service 'can't see' the problem. Sorry, but when you order food online, you have no way of checking what they bring. Other supermarkets are incredibly easy to deal with. it's not worth the hassle in my opinion. No wonder they are going bankrupt.
Don't try anyone else.
Great to order, fresh produce is so much better than from sitting on supermarket shelves. I never het any replacements and the drivers are incredibly helpful and always with a smile and a little joke.
i have been shopping with Ocado for awhile now and yesterday i was due a delivery and i missed it due to over sleeping ,they tried contacting me via phone/email a few times when i called them some hours later they rearranged my delivery for free,they are very helpful i recommend them 100%
Subject: Formal Commendation & Grandiose Leadership Recommendation – Ahmed (Delivery Driver)
Superb and rejuvenating experience on a Friday evening !
30 January 2026
Review by community senior nurse and physiotherapist
Dear Ocado, Mr.Ahmed, Customer
Experience Team / Senior Management,
( Posting review on google,Ocado website , head office letter will be sent signed and tracked & lastly CEO in full review for higher recommendations'! It's a new year, I pray this is your come up year you've been praying for!
I am writing to formally place on record a commendation of the highest order for one of your delivery drivers, Ahmed, whose service on 30/01/2026 was nothing short of exemplary.
From the moment of arrival, Ahmed demonstrated a level of professionalism, courtesy, and attentiveness that is increasingly rare. His delivery was punctual, efficient, and conducted with calm confidence and genuine care.
What distinguished Ahmed most was his instinctive awareness and consideration. Without being prompted, and having clearly read the delivery notes in advance, he ensured I was not left struggling with heavy shopping bags. As someone with mobility difficulties, grocery shopping can be physically challenging; however, Ahmed carried everything for me with quiet dignity, patience, and respect. He never allowed me to feel uncomfortable, observed, or burdensome.
This was not performative customer service. It was old-fashioned British courtesy — the kind associated with integrity, manners, and common sense. His conduct reflected an Edwardian standard of professionalism rarely encountered today.
Ahmed displayed:
- Impeccable manners and poise
- Emotional intelligence and foresight
- Patience, warmth, and attentiveness
- Honour in service and integrity in conduct
- A calm, approachable, and memorable presence
Many delivery drivers complete a task. Ahmed elevates the experience.
He exceeded expectations and set a standard others would do well to emulate. As much as I already value Ocado, this interaction felt like next-level service.
For this reason, I wish to make a formal recommendation for advancement. Ahmed demonstrates the temperament, leadership qualities, and professional discipline suitable for consideration as a Delivery Manager, Senior Operations Lead, mentor, or supervisory role. He leads naturally by example and understands service at a level that cannot be taught.
Candidly, he also possesses the calibre, discretion, and polish required to operate a bespoke or private courier service, should he ever choose that path. His skills extend far beyond his current role.
Whoever hired Ahmed made an excellent decision. I sincerely hope he is recognised, retained, and rewarded accordingly. He is a genuine asset to your organisation: punctual, focused, principled, and committed to delivering his work with class and care.
Ahmed deserves recognition, appreciation, and — quite frankly — consideration for a bonus, a raise, and career progression.
Thank you for employing someone of such outstanding quality.
Yours sincerely,
M. Highness
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Tired of supermarket stress? We're the world's dedicated online supermarket, committed to unbeatable choice, unrivalled service, and reassuringly good value. Enjoy easy grocery deliveries. Contact us: 0345 656 1234, WhatsApp 07458 154 453, ocado@ocado.com. Follow us on all social media channels.
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