Zoom by Ocado User Reviews

Ocado Retail Ltd

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So many issues

The service is unreliable - items are missing. If you ordered on a multi buy deal and the item is out of stock you lose the discount and get charged more which is annoying. There is no way to contact the delivery driver during the order, they can only contact you. So very often when they get lost they roam around for a long time before contacting for directions. Customer services never reply to messages through the app only respond if you send an email. The concept is good, but the execution is poor. Note the mark-up compared to Ocado prices for the same items. Coupled with the fact you can no longer order same day delivery on Ocado feels like they are attempting to squeeze more money out of you for a poorer service.

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SatisfiedCustomer_DA

2 months ago

Response from developer

Hi, we are sorry to hear that about the issues that you have been having on your orders with items being missing. For us to look into this further for you, please do contact our customer care team.

The best speedy delivery in London

Unlike Uber Eats and Deliveroo, this app knows what is in stock so you don’t suffer the annoyance of only having the salad delivered from your big order for dinner. Also, they pass on the supermarket deals to you instead of marking things up. AND, the beer arrives cold. Long may Ocado Zoom reign.

Ref All Things

4 months ago

Response from developer

Thank you for taking the time to leave this fantastic review. We are so glad to hear that you are enjoying shopping with us! - Rory

Absolutely horrible customer service

Made order 1:32pm and was giving a time for delivery between 1:44 pm and 2:44pm paid extra for 60min speed delivery at 3:30pm order still had not arrived so I called customer service to be told the delivery’s are so fast they don’t have real time information so I asked for refund has I needed the items I have two young children and items were for dinner only done a online order-has I had Covid and was poorly so could not get out I was told a refund was not possible as they can’t call local depot to check on items and what was going on and would have to wait for delivery but could not give me a e.t.a Anyway the order never arrived but then received refund at 9:00pm absolutely shocking

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Loopy lobs

6 months ago

Response from developer

We are sorry to hear that you had such a poor experience using Zoom by Ocado. We do not have any way of tracking orders that isn't also available for the customer, and we have no contact details for couriers to chase these orders up, unfortunately. Payment is not taken until after an order is marked as delivered, before then it would only be a pre-authorisation showing. If this was refunded then it sounds like the order may have been delivered to the wrong address, which should absolutely never happen, and would certainly be something that we can look into further. If you would like to discuss anything further, please contact us on one of our social media channels. - Rory

Lost a loyal customer

I’ve been using Ocado’s Zoom service for just over 2 years now and up until this year was always a fan because it was convenient, reliable and had great product offering, freshness of products and customer service if anything went wrong. However this year (2024), their service has been an absolute mess. 1 out of every 2 or 3 orders is delivered with items missing, or broken or both. Usually it’s fine because it’s something minor and customer service sort out a refund/redelivery quickly. However today over 80% of my order wasn’t delivered and having to contact customer service almost every single time I order from them to sort this just isn’t acceptable. It’s no longer the great reliable service it used to be—so I’ve deleted the app and won’t be using their service again.

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ImAmyM

6 months ago

Response from developer

Hi there, thank you for taking the time to leave this review. We are sorry to hear that since this year you have received a lot of items missing or broken or both in a lot of your orders. We understand that recently you have had around 80% of your order missing and this certainly isn't acceptable. We would love to look into this further for you if you could please get in touch via one of our Social Media Channels. -Natalia

Wow! My favourite M&S and Ocado grocery in 1 hour delivery!

Usually I order some necessary groceries with Delivero. (always something missing in my order and the shops are not my favourite)
So glad that I found out about this app, now I can have delicious fruit and veggies and delicious bread, just in hour delivery! and nothing missing!

dee_9623

9 months ago

Response from developer

Thank you for taking the time to leave this review, we are glad to hear that we have been able to help. If there is ever anything else we can do for you please contact us on one of our social media channels. - Rory

Glitchy

Very frequently the app glitches and keeps repeatedly showing/refreshing the same products when scrolling through a category (the same glitch already reported multiple times before - yet to be corrected). Sadly it makes it almost impossible to scroll and browse the offers, so you end up giving up and just typing in the search bar what you are looking for.

Update- this glitch has clearly been a problem for a long time and reported multiple times, and still ongoing.
Incredible how poorly designed this is.

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Cam249

a year ago

Response from developer

Hi, we're sorry to hear that you have been experiencing a glitch when using the app. For us to look into this further for you, can you contact us on one of our social media channels? - Rory

So efficient and speedy

Literally the best shopping delivery service. Such a good selection of items, I can do my whole weekly shop and it offers really competitive prices in comparison to other supermarkets. That is a surprise as you would think Ocado would be more expensive. My go to food delivery service now every time. Would highly recommend.

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SaraTMusic

a year ago

Response from developer

Hi Sara, thank you for taking the time to leave this review! We are delighted to hear that you are enjoying shopping with us! - Rory

Love zoom but the app is dreadful!!

Absolutely love zoom as they often have a good range of gluten free things unlike many other similar services. However, the app is so dreadful and frustrating! It is very glitchy and after a second or two of scrolling will just repeat the same image of one item over and over so you are unable to see anything else. Very irritating and ends up with me not being able to get what I want and complete an order. Please fix the app - then I would be able to use it much more frequently!!

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,s,dmdd

a year ago

Response from developer

Hi there, we are so sorry that you have been experiencing issues with the zoom app. We want shopping with us to be a smooth experience and as hassle free as possible. I am sorry we have missed the mark this time. Could you pop us a DM on one of our social media channels so we can look into this for you? - Kieran C

Great service, average app

Service is excellent, but the app’s interface doesn’t seem to be designed for the latest iPhone Pro resolutions. The top bar is cut off, the complete order button is more or less placed just under the Home Screen indicator, and swipe to go back doesn’t work - which is always annoying - especially so when you can’t see the back button in the top bar.

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ch1ptune

a year ago

Response from developer

Hi, we are so happy to hear your happy with the service! We are sorry that the app is having some issues currently with the iPhone Pro resolutions, if you can pop us a DM on one of our social media channels we will be more than happy to look into this for you! - Kieran C

At first it was good now it is horrible

I was so happy with this app at first, was very convenient for quick orders delivery, but recently it has gone so bad.. orders started to come more than an hour late with no notification or tracking of how much approx. the delay will be. Customer service is pretty much useless for this or any other problem. For a live chat you have to wait for about 3 minutes for each message reply, it is not instant. Rude aggressive couriers, not even saying hello. Missing or wrong products delivered...
very very unfortunate but will have to delete this app as really the service has gone down badly.

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Kallaoadjfjfjee

2 years ago

Response from developer

Hi, we are sorry to hear that you have found the delivery experience has gone downhill, and that you have not been impressed by the customer service you have received. For us to log this with the relevant teams for you, can you contact us on one of our social media channels? - Rory