Zoom by Ocado Avis 642

Several orders lately I’ve had missing items. I’ve also had couriers refusing to deliver to my door. One courier has even asked me to go to a different street to collect my order. Just now, I had a courier calling my flat phone and asking me to come downstairs because my order “is heavy” (a couple of drinks but not many). I politely said I’m unable to and that there’s a lift on the right hand side and I’m on the 2nd floor. I stand by my door waiting for 5 min. Nothing. I check the app and my order has been cancelled “due to either a courier issue or because you requested it”. The courier can’t even blame it on being late/running out of time as my delivery slot wasn’t until 10-70 min LATER and he was hence early. What kind of couriers do you employ??? The service is an actual joke

Looking at the reviews there seems to be a real problem with Ocado and Ocado Zoom right now. My Ocado account (I have previously never even heard of Zoom) was hacked into last night and used to place a Zoom order with my saved paypal payment details, which could not be cancelled. The fraudsters address was in London, 100 miles from where I live, and the order was for £136 of tobacco etc which is totally different from any previous Ocado orders I've placed. I emailed Zoom several times whilst the order was being prepared but to no avail, it was still delivered to the fraudster.

I had never even heard of Zoom before this. It seems it is run quite separately from Ocado. If I visit my normal Ocado account, there is no reference to Zoom anywhere, no ads for it or anything. Unbelievably, my Ocado order history does not even show this Zoom order!

How can it be that I can use login details from one site (secured ONLY by short password, with no 2FA option) to access another site which to all intents and purposes is entirely separate, and then use that access to change "my" contact details (phone number) and place an order delivered to a completely new location, using card details saved on the original site.

At the point this was done, I also received over 600 spam emails within the space of a couple of minutes; the fraudster subjected me to a "subscription bomb" with the probable aim of making me not notice the Zoom order confirmation email amongst them. This might have worked, luckily I had a notification from my bank of the payment but if I didn't have these notifications or if I was the kind of Ocado customer who didn't pay immediate attention to a £136 payment then I might indeed not have noticed this for some time.

There are some shockingly bad security practices here which I'm almost unable to believe are still happening in 2026 on a major retailer's site:

- No 2FA options for securing account login
- No (or minimal) password complexity requirements (I use a password manager so don't regularly see what my password actually is but I see now that it was not a complex one, as it was set over ten years ago - changed now of course).
- No "verified by visa" type security check triggered (this is the bank's fault)
- No card re-checks upon using a new address (if you use a new address on e.g. Amazon you have to re-enter your card details)
- No "unusual order" algorithmic flagging
- No options to cancel order once placed

Any one of these would have prevented this fraud. It's quite something to see all these holes line up in the Swiss Cheese of security to allow this to happen in 2026.

If you have an Ocado account CHECK YOUR PASSWORD NOW - it is literally the only thing preventing some fraudster in Seven Sisters from ordering and receiving £100s of cigarettes which YOU will be paying for.

I have been a long time customer. However today I was shocked to discover that my email had been compromised. I was alerted through my PayPal account that I had subscribed to Zoom by Ocado. There is no way that would have done that. I noticed on here that this has happened to another customer. After contacting PayPal and my bank to cancel this, I also contacted Ocado who promptly cancelled my subscription and requested payment.

Fraudulent order on my account. I never used Ocado Zoom and never will use it as someone used the authorisation I had on Ocado account for paypal to place 2 orders for £200. I have called straight away Ocado zoom but they couldn’t cancel the order as the order was dispatched to an address in London. It’s beyond my understanding how a company as big as Ocado will let anyone place an order without 2 step verification on paypal. I have requested to delete all my details as this company is completely untrustworthy.

Unfortunately my account was broken into because of insecure password, fraudster ordered £100 of goods to go to their address. I called customer services when I got the notification of the charge from Amex.
Customer services chap was extremely polite and helpful and got the order cancelled immediately. Helped me with what could have caused the problem and put my mind at rest. Really happy with the professional way they handled the issue

Not sure what’s going on with this company lately . Very disappointed orders m&s Victoria sponge arrived in bits next order cream doughnuts arrived in bits and again next order was the same . Lactose milk had some sort of thick sticky stuff on the outside on the carton even tho I complained feels like it fell on deaf ears as they don’t seam to care how they pack your shopping as a regular customer will think twice in the future bit late asking for the picture now you should have asked for them at the time but on all 4 occasions you never asked for pictures

Zoom by Ocado seems to have spent a lot of money paying people to stand outside train stations handing out money off vouchers but when you use said vouchers, the delivery gets cancelled - no explanation, no we can deliver tomorrow, it's cancelled, tough luck if you were expecting some food to eat for your dinner.

Hilarious trying to delete account .Option on app but won't let you .have to fill email in.Spoke with someone on wattapp. Gave name email customer no .post code even proof of today's order ..."Dont have an account."they can't find me .. piffle.... just had a £72.00 order delivered from them .They told me to have nice day .Hilarious🤣

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 👎

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 doorstep
While 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.

First delivery didnt come. Fridge empty. A morning later, with a 10pound voucher promised, i ordered quick delivery. I tracked it. Five minutes before arrival time, I stood in front of the door. After a while, I received a message that my groceries had been "Delivered". Impossible to reach anyone by phone. This morning the company responded that my email was not listed, even though i used it to order from them, and they used it to reply to me. "Not listed with us" , and therefore they cannot track my order. Case closed. They swallowed the money. We had already gone to the supermarket.

I have called Zoom Ocado six times over the past few days, including four times today alone. Each time, I was placed on hold, accumulating nearly one hour of hold time. Unfortunately, just as I was waiting to get through, the calls were abruptly cut off. This repeated experience of being unable to reach anyone, paired with their new ultra irritating hold music, has been extremely frustrating. As a regular customer, I find this lack of reliable phone support and service unacceptable. Chat does not work for me either despite reporting that in the Summer.
I hope Zoom Ocado addresses these issues promptly to improve the customer experience.

Worst delivery experience of my life. Ordered specifically to 1. Get it delivered quickly and 2. To have it delivered to me (I have a sprained ankle so can’t nip out to the shops nearby).

The driver came late and then refused to deliver to my door (there is a lift and I’m only on the second floor).

Not only that - he then hung up and took off with the delivery, although it says on the app that the groceries have been delivered.

I’ve been trying to contact customer services for the last 30 mins with no luck.

AVOID!

Ordered for the first time and I’m really impressed with the service. Turned up on time and everything I had ordered was there. Driver was so polite and helpful. Will definitely use again!