Review Time
Since last review about lack of 1 hour delivery slots I now have 90 mins slots which are useful. Product line and quality of products excellent and delivery within time also excellent. So can now recommend Ocado Zoom for quick top up shopping.
Is this a joke? Ordered today for the evening slot, just got an email now at 7.30 that my order was cancelled, I mean what is this, I’ve order dinner ingredients and stuff for the week, now I have to go search around the stores that are open, what a joke of a service, who does that, never using this again. Be warned 👎
Since last review about lack of 1 hour delivery slots I now have 90 mins slots which are useful. Product line and quality of products excellent and delivery within time also excellent. So can now recommend Ocado Zoom for quick top up shopping.
Have used the service before with no issues but seeing recent reviews and our experience today will prevent me from using this service again. We placed an order for delivery today that arrived on time, but when unpacking quickly found that almost £50 of a £60 order was missing. Customer service were very unhelpful, did not even offer to arrange a redelivery and said that an investigation that takes up to 7 days would need to be lodged before they can offer a refund. Will not be using this service again. What should have been an easy alternative to direct shopping has left us out of time for making the complaint, needing to now find the items elsewhere and currently having to pay twice for the pleasure.
Think I am done with Zoom. We were the first to get the service when it was trialled out of the Park Royal/Acton warehouse years ago. Now you can get Waitrose or any shop in 15-30 minutes via Deliveroo/Ubereats.My Zoom today was 20 minutes late. Missed the one hour by 33%. Just checked prices and all are 15-30% higher than delivery from other supermarkets.Sorry Ocado. Sort it out or shut it down. Right now you’re losing on every front and are not differentiated at all.
I ordered from Zoom by Ocado (order 3619878176) expecting two avocados and Good Phats olive oil among other items. One avocado was missing, and the olive oil arrived with a broken seal, making it unusable. I contacted customer service, and the agent gave me a hard time. She first said she couldn’t hear me, then claimed she couldn’t find my account and pulled up someone else’s. I corrected her that it was not me. Despite explaining my severe anxiety and how this stress was affecting me, she refused the refund for the broken item, put me on hold repeatedly, and left me without resolution. I never asked for faulty goods. Zoom by Ocado must improve staff training and handle complaints better, especially for vulnerable customers.UPDATE: Still no accountability after escalation. Followed up formally. They defended the poor call handling completely. They wrongly claimed the advisor needed images. I sent a clear photo simultaneously with the call I made and resent twice unasked right away. I always provide proof proactively. They ignored my anxiety disclosure amid bad line, wrong account access and what felt like an endless hold over a missing avocado and broken olive oil seal.Worse, earlier written reply told me to “reconsider [my] shopping options to find a service that better aligns with [my] expectations” due to my “frequent” contacts. Highly offensive. As loyal frequent customer, I only contact when YOUR deliveries fail repeatedly (missing items, rotten produce, expired products, brokengoods). If you sent perfect orders, I’d have zero reason to complain. Your mistakes cause this, not me.Latest team manager response softens wording but refuses retraction, proper apology, or admission of fault. Just vague “feedback logged” and more security excuses. Refunds only came after I hung up distressed and called a different advisor. As customer with anxiety, I expected basic respect, not dismissal blaming my loyalty. Deeply disappointed in the overall handling.
We buy most of our groceries via Zoom, however, over the past 4 months we’ve had an incomplete order happen once per month where we’re generally missing an entire bag.It’s become an unreliable service that we’re going to stop using. I just don’t get how you can frequently forget entire bags.So far the customer service has been great though with refunds being issued fairly promptly so you can’t fault them there, it’s just their logistics which are a nightmare.
ONLY DISCOVERED THIS PROBLEM WHEN LOOKING AT MY BANK STATEMENT. SEVERAL ORDERS IN THE WEEK LEADING UP TO XMAS WERE MADE AND BILLED I DID NOT MAKE THEM. CLOSE TO £350 WAS TAKEN AND OCADO ALTHOUGH SAYING THEY WOULD REFUND THE MONEY ACTUALLY TOOK ME OFF THEIR WEBSITE SO I COULD NOT SEE THE ROGUE ORDERS OR ANY INFORMATION ON MY ACCOUNT. THEY ALSO DID NOT REFUND MY MONEY.MANAGERS AT OCADO WERE MOST UNHELPFUL. I HAVE USED OCADO FOR YEARS AND AM SHOCKED AT THE LACK OF RESPECT OR CARE
Talk about being insulted on my own doorstepWhile I have no issue with age verification policies or premium pricing, I was extremely disappointed by the delivery driver’s conduct. Upon asking for my date of birth, he made an unsolicited and rude comment comparing my age to his father's. I expect professional service, not personal remarks about my appearance.
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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.
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