Trust Score 75/100 · 5 sources · 81,858 reviews · updated 16 Oct 2026
Ocado reviews
In short
Is Ocado legit?
Ocado's ratings vary sharply by source. Trustpilot shows 2.3 out of 5 from 18,269 reviews, with 48% giving 5 stars and 32% giving 1 star. The Apple App Store shows 4.74 from 61,156 ratings and Google Play shows 4.7 from 1,269 ratings, but these score the app, not the delivery service.
Trust Score 75/100 from 81,858 public reviews across 5 sources, updated 16 Oct 2026. How we score
- Rating sources
- 5
- Ratings counted
- 81,858
As of 16 Oct 2026 · How we score
AI summary
Ocado's ratings vary sharply by source. Trustpilot shows 2.3 out of 5 from 18,269 reviews, with 48% giving 5 stars and 32% giving 1 star. The Apple App Store shows 4.74 from 61,156 ratings and Google Play shows 4.7 from 1,269 ratings, but these score the app, not the delivery service.
- Customers report friendly, helpful delivery drivers. Several mention drivers offering to carry shopping to the kitchen, and one reviewer who is disabled values the bag-based delivery. Trustpilot
- Customers report fresh food with long use-by dates. Some say dates are better than at other supermarkets and that they rarely get substitutions. Trustpilot
- Customers like the wide product range, including M&S food and hard-to-find items, and the special offers and flash sales. Trustpilot
- Some customers report fast, helpful customer service, including quick replies on WhatsApp and phone follow-ups after problems. Trustpilot
- Google Play ratings are mostly positive. 1,015 of 1,269 ratings (80%) are 5 stars, and many reviewers call the app easy to use and the service reliable. Google Play
- Missing items and out-of-stock products are the most common complaint on Trustpilot. Customers say they get no suitable substitutes and have to buy the gaps elsewhere. Trustpilot
- Customers report late, early or cancelled deliveries, sometimes with no message. One reviewer says a driver cancelled their order and nobody told them. Trustpilot
- Customers report poor packing. Squashed bread and cakes, eggs smashed, ready meals upside down and heavy items in flimsy bags come up repeatedly. Trustpilot
- App and login problems are common. Reviewers report crashes, search bugs, login code and password failures, and a very long checkout with several upsell pages and no skip button. App Store
- Some customers dislike minimum spend rules and price rises. One says the order total to avoid a small basket charge is now £75, and others say prices or offers lag rivals. Trustpilot
Summary written by AI from 150 public reviews across the sources below on 17 Oct 2026. Short excerpts link to their source. No reviewer names.
Key facts
| Source | Rating | Reviews | Updated |
|---|---|---|---|
| Trustpilot | 2.3 / 5 | 18,269 | 16 Oct 2026 |
| App Store | 4.7 / 5 | 61,156 | 16 Oct 2026 |
| Google Play | 4.7 / 5 | 1,269 | 16 Oct 2026 |
| 3.7 / 5 | 1,154 | 16 Oct 2026 | |
| Sitejabber | 2.7 / 5 | 10 | 16 Oct 2026 |
Delivery, returns
and support
How is Ocado delivery?
Delivery experiences are mixed. Many Trustpilot reviewers say orders arrive on time with friendly drivers. Others report deliveries well outside the slot, cancellations without warning, and trouble finding a 1-hour slot now that 4-hour slots are offered. One app reviewer says slots need booking about 24 hours ahead. The live delivery tracker is criticised on Google Play.
How do Ocado returns work?
Customers are told refunds can be requested in the app or on the website under My Ocado, then Orders. Some report quick compensation and redelivery of missing items. Others say Ocado refused a refund for smashed eggs or for a £95 order with damaged and mouldy items. Sitejabber has only 10 reviews, so it adds little here.
How is Ocado customer support?
Support gets mixed reports. Some Trustpilot reviewers praise helpful phone and WhatsApp staff who sorted out large missing orders. Others report being patronised, accused of misusing a discount, or getting a chat agent who did not insist on a refund for dented tins. Google Play reviewers also complain the attachment option for support was removed in app updates.
How is Ocado quality?
Food quality is often praised, especially fresh items, use-by dates and the M&S range. The main quality complaint is condition on arrival, with crushed, upside-down or split-packaged items. A few Trustpilot reviewers report mouldy or out-of-date products.
What customers say
about Ocado
The best thing about Ocado is after your shop is delivered, you have to go to Tesco to get everything that they couldn’t supply.
Been using them for 4 years now and rarely have an issue - always on time with excellent bb dates and a fabulous product range.
Checkout is just one massive obstructive upsell. 4 to 5 pages to cloudy and endlessly scroll just to checkout.
The choice on offer is pretty good, but the app itself is a buggy mess.
whoever is packing the bags needs to be trained/re-trained, as no care is being taken here.
Everything I order turns up, the use-by dates are more than acceptable and the driver lugs my groceries up five flights of stairs
Questions about
Ocado
Is Ocado legit?
Yes. Ocado has a large review footprint, with 18,269 Trustpilot reviews and 61,156 App Store ratings. Customer opinion is split. Trustpilot averages 2.3 out of 5, with 48% giving 5 stars and 32% giving 1 star. The app scores 4.7 on both Apple and Google Play.
How long does Ocado delivery take?
The reviews do not give a delivery time from order to door. Customers choose a delivery slot, and one app reviewer says slots must be booked about 24 hours ahead. Some customers report on-time or early arrivals, while others report late or cancelled deliveries.
Can I get a refund from Ocado for missing or damaged items?
Ocado's reply to one reviewer says refunds can be requested in the app or website under My Ocado, then Orders. Some customers report compensation and redelivery. Others say a refund was refused, so results vary.
Does Ocado reply to bad reviews?
Yes, on Trustpilot and Google Play. The reply rate is 97% on Trustpilot and 70% on Google Play. Replies are usually apologetic and ask the customer to get in touch directly. Ocado does not reply on the Google Maps listing or Sitejabber.
Is Ocado worth the price?
Opinions differ. Some customers praise great value, good offers and fresh food with long dates. Others report price rises, weaker offers than rivals and a small basket charge under £75. Customers should weigh range and quality against the missing items and packing complaints.
Ask the agent
about Ocado
Try one of these:
Sources
- 58,801
- 41,553
- 3859
- 21,138
- 15,918
Brand replied to 97% of reviews
As of 16 Oct 2026
- 51,015
- 4126
- 3126
- 20
- 10
Brand replied to 70% of reviews
As of 16 Oct 2026
- 5573
- 4187
- 3129
- 262
- 1203
Brand replied to 0% of reviews
Google Maps listing: Ocado CFC2 Dordon
Rating data from Google · As of 16 Oct 2026
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