ocado www.ocado.com review

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Average Ratings

Customer Service	6.7/10
Quality of website	8.2/10
Value for Money	6.6/10
Reviewer Rating	7.3/10
Overall Rating	6.9/10

63% Recommended10 out of 16 Reviews

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By MaggieRobinson on 26th Aug 2008

MaggieRobinson's Ratings

Goods purchased & cost	Groceries c £100
Delivery	On time
Customer Service	1/10
Quality of website	8/10
Value for money	5/10
Overall value	5/10
MaggieRobinson's recommendation

Good Points

Delivery pretty much always on time - sometimes phone to ask if they can delivery early, rarely have items out of stock when delivery happens. Colour coded bags with ability to recycle them.

Bad Points

Short use by dates, high charge for delivery.

General Comments

I've used Ocado for some years now, originally alternating with Tesco, then more frequently. However. I've recently noticed a real problem with their use by dates and despite complaints have had no positive response from Ocado yet. I had moved back to Tesco but Ocado then emailed round stating that they were now including minimum life information on their website so I tried them again last week. When I received my goods I found some of them didn't seem to adhere to the minimum life span promised. I complained to Ocado by email and had a phone call saying that they could refund me but they would need to collect the goods! I asked whether they would collect the goods if I had called and said the food was damaged and they said they would just give a full refund (even if only one egg in a pack of 12 was damaged!). I pointed out that if I handed back my groceries I would need to go to the supermarket (train or bus trip) to get more shopping and this was unreasonable, although I understood that they might need the packaging and I was happy to send that in. I was told collection is their policy. Once again I am left with the feeling that Ocado is one big disappointment to me. What happened to the Waitrose customer service excellence?

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