Ocado Avis 17 765

Never used ocado before . Thought give it ago .never again everything I bought was half the size and the price of the so called shop. erm sorry I'll stick to other supermarkets

If your order is partially lost or damaged at the Ocado depot or in transit they will still deliver any remaining items from your order.
In my case the driver 'ran away' quickly without any explanation as to why half the order was missing. That then required me to ask start enquiries about the half of my missing ordered items via the Customer hub . Sometime later...
It seems you will have to reorder the missing items again online yourself-baring in mind you might pay an additional £2 charge for your replacement orders under £40 whilst also paying for a second delivery slot with a charge up to £7.
The missing items will are refunded to ones bank account but only within 10 days -not immediately ? why not?-so you are effectively paying for things twice for that time .Each item has to be spelt out to the Customer Hub for them to process any refund ,This is done item by item and each refunded item they send an email ,in my case I recieved 38 e mails and no total !These numbers are open for both sides making errors.
I was given a "compension" voucher of £15 and told that it covers the £2 charge cost of for replacment items if under £40 order.in that order,This then encourages additional purchases to avoid that charge and also second delivery charge which can be up to £7! So the real compension then is only £6 for all the delay, rescheduling etc and waiting time

On phone contact with customer Hub alone it takes time as they will investigate with the depot and driver whilst still on the phone with you The whole is ill thought out and a chaotic process that is not customer friendly. Why did the driver say nothing and just run away and why not text message from Ocado themselves ? Ocado really needs to review these issues between themselves the depot and the drivers and from talking with the Hub such things seem not uncommon1

My account was hacked a few weeks ago. Their advisor insists it isn't anything to do with them, despite all these recent extremely similar cases. Two fraudulent orders were placed with Ocado Zoom. I was on the phone to them within minutes, but was told Ocado Zoom was a separate business so they couldn't cancel the fraudulent orders. If it's separate why was it set up so my Ocado username and password would work, despite me never having heard of Ocado Zoom until that moment? That's really poor security.

Worse, I had an annual delivery pass. The customer service advisor cancelled my Ocado account while on the phone and didn't mention the annual pass. I have since emailed them twice to try and get the unused portion of this refunded, but all I get in response is a standard email saying "it's not our fault your account was hacked" (paraphrased).

I'm just really disappointed with their response to this. As a customer of 20 years I'd give them 5 stars for the supermarket shopping aspect, without hesitation. But their response to this has been so poor I'm not sure I'll go back.

Made an order on Tuesday which went through and then just received an email saying order was cancelled as issue with payment and then I tried to rebook but no slots available for the day I wanted. Deeply frustrating as card all working and no flagging when the order went through.

Hacked today on Ocado account and an order of roughly £200 was placed in South East London. Luckily an email confirmation came through so I immediately saw it and managed to log in and change my password.
I rang Customer Service and they immediately cancelled the order - for this I am giving them 3 stars - as the lady was pleasant and it could have been worse. As payment isn't taken until delivery, which is tomorrow, luckily I'm not out of pocket, but like others they advised me to contact my bank. I don't use Paypal so unlikely this is the cause for the information leak. No acknowledgment of data breach however.

Absolutely shocking! Your drivers are incompetent, stupid, rude and god damn irresponsible! They can’t find an address on a main road! And then 30 minutes on hold to head office. Complete waste of time! Good old Sainsburys! Never ever again!

Came to submit a review following a hack and see there is obviously an ongoing issue looking at other reviews....
I received 2 emails today from Ocado confirming delivery to a London address for various bottles of whiskey and cigarettes, total over £300. Luckily whoever hacked the account hadn't changed my email address so i was able to be notified and cancelled the order. I also changed my password and removed my card detail from the app.

Very worrying that this is happening to so many people on the app, I struggle to see why users are being blamed as oppose to Ocado's security

Live in North Wales and the delivery drivers are always so nice and pleasant to deal with. Always friendly and amiable even when there’s issues, I take a while answering the door etc.

Great & always accurate updates on arrival and any issues like squashed bread or items unavailable always dealt with immediately.

Please give my thanks to the drivers covering the Rhyl area. Will always shop with Ocado because of my brilliant experience with them all

An item was missing that I needed for the next day. When I reported it I was told I would have to spend another £40 minimum for a driver to return with the missing item. I won’t use Ocado in the future.

They overcharged me the total bill 🧾
Was £50 total when went to pay but they charged me a extra £2 sneaky behaviour
Missing items and not been refunded and been informed to speak to card provider
And was late but 90mins
Absolutely rubbish don’t use

Ok so I’m giving 5 stars even though my account was hacked. Why? Because their customer service was brilliant. I wish I knew the girls name who helped but anyway first of all I received an email from Ocado stating that my email address has been updated and an email has been sent to both accounts before I had a chance to get in touch with in an hour I had another email confirming my order of £142.10 with a London address and the name Dean smith which was due to be delivered that night.
I immediately called PayPal who said they take 28 days to review it, no advice on calling the seller or anything. They were terrible, so I then called Ocado the girl/ woman I spoke to couldn’t be any more helpful or sympathetic she cancelled the order immediately I got payment sent back. She had to delete my account but that’s ok because I actually have 2 however the following day I had an email from Ocado again to do with my other account to say thank you for updating your telephone number. It had only just happened so I immediately logged in , changed my password and changed my number back also with that account I had no cards or PayPal attached to the account.
I was advised by Ocado my details are safe with them they must have managed to get my details from PayPal but due to the other account being hacked too with no PayPal in sight I’m not so sure. I think they need to seriously look into this issue most people are having lately.

Had a delivery today, would just like to say Collins was absolutely lovely! Very well mannered, polite and helpful

My account was hacked. Ocado said they had no other cases of hacking - the reviews on Trustpilot disprove this. Lucky for me I spotted this and was able to cancel the order so no payment was taken. My email address, mobile and delivery address had all been changed and £100 of cigarettes ordered.
Ocado closed my account - said they could do no more for me, I've been a customer for over 10 years.

I am yet another customer who has been hacked which occurred on 13/04 whilst I was travelling back from abroad. As a retired pensioner I do not access my emails from my phone as they are usually of little importance, but I came across the issue when reviewing my emails via my laptop next day on 14/04. I had two emails from Ocado in my junk, one on 13/04 to state they had updated my email address and then one on 14/04 to 'confirm' they had updated my email address both of which had also been sent to what I have been advised is an undetectable email address which hackers hide behind. Another email was sent from Ocado to my inbox, and this time solely to myself, on the morning of the 14th April informing I had 'changed my primary phone number to. ...........' which in fact was the same number they have always held on their data base for me. I then attempted to book a delivery to try and ascertain what was going on, only to note there had been a delivery to an address in Coventry, (I live in Staffordshire), on that morning to the value of £121.44.
I contacted Ocado customer service to be told by their representative there were no known security breach issues. That said, clearly something has been going on for at least two weeks evidenced by the other reviews on Trustpilot. Furthermore I was told their system was secure and that hackers had probably got my details from another retailer where I have an account and use the same password.
I have reflected on this assertion by Ocado and in my case that is not true, I have less than a handful of accounts all of which have different passwords.
They further commented they had delivered the order in good faith and I would have to take the matter up with my credit card provider. Whilst not unsympathetic to the situation I found myself in, and helping me to create another password whilst putting my account on hold for 24 hours whilst they investigate, I felt Ocado's clear message was this matter was not a problem of their causation. I subsequently received the standard email reinforcing their position which has been referenced by others on Trustpilot.
Whilst I have enjoyed a good service from Ocado for the last 4 years, the question is will I ever be given a reason as to why this should have happened, and if it is the case that they are unable to provide a secure service, I feel very dubious about returning due to the level of stress this experience has caused.

I am also a victim of the Ocado account hacking. I got hundreds of phishing emails yesterday and then I discovered this morning that a delivery was being made to an address in London - I live in North Yorkshire! The delivery driver even called me but at that point I thought they'd got the wrong number. I then saw a transaction on my credit card and called the credit company to cancel it. They were fantastic. I then called Ocado who were a bit dismissive and didn't really want to talk to me or empathise with me. They were more concerned about telling me to set up a new account and creating shopping lists. Very disappointed in Ocado and their lack of security in their accounts. If you have an Ocado account, delete payment information immediately!

Update following the Ocado response:

'We have reached out to you privately to get some more information to discuss this with you further.'

As others have stated, this is not true. I have received no contact from Ocado. Their response to these reviews is clearly copy/paste.

Used to use other supermarket d;eiferies but Ocado are just far superior
Shopping comes in bags with where they are to go
The drivers are super helpful
Really cannot fault them at all

I have been ordering from Ocado for quite some time now and I’ve yet to have an issue with them. Lovely drivers (my last driver was so lovely and friendly which is what made me do this review) Same day delivery slots, very rarely things missingz I’ve only had one substitute so far! I’d much prefer to order from here instead of other supermarkets who I always seem to have issues with!

If I could give no stars I would. Someone got into my Ocado account. Changed my address, email and password (all in one go) with no notification from Ocado to tell me it was happening. They let the order of £112 go through and then delivered it to an address 50 miles away from me!!!!
The same day I informed Ocado that I could not access my account and I had had £112 taken in a fraudulent transaction. I was immediately fobbed off and told it was my fault and someone must have had my password. They then said that I should contact my bank. Ocado took No responsibility for the fraud. I have shut down my account and severed all relationships with Ocado. I will never shop with them again. SHAME ON YOU OCADO YOU HAVE LOST ANOTHER CUSTOMER AND I WILL SPREAD THE WORD ABOUT YOUR CRAP CRAP CUSTOMER SERVICE!!

I appear to be a victim of an Ocado data breach and they have refused to refund. They charged my partner's PayPal account for a shopping delivery to an address in East London - a payment that wasn't authorised for an order I didn't make. I did not make the order or receive the goods and Ocado are pretending it's a problem for the bank to resolve. Appalling company.

Exactly the same experience as so many other users below. My account was hacked and email flooded with spam as a distraction. Luckily I managed to cancel the order but in the process have realised how very weak the website's security is, really unacceptable in the present day. Someone managed to access my account, change the delivery address and place an order completely different to my usual ones (I even book the same slot every week!), without a single security flag. I was abroad and had to go through the huge stress of trying to cancel my bank card and make sure it wasn't used for anything else. Now using Tesco which has 2FA for almost everything. Recommend others do the same!