Ocado User Reviews

Ocado Retail Ltd

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Put me off ordering with Ocado

We used to prefer ordering from Ocado above other supermarkets, in spite of the higher prices, purely because the app and functionality used to be so much better than others. Since you forced us to migrate to a new app, you have lost that competitive advantage. I find searching for products infuriating! When I search for ‘nuts’ it brings up all the millions of items that contains nuts in the ingredients and then there is no way to filter for the category of product or the isle it would be in! I have to spend hours scrolling through a seemingly endless list of results that is mostly unrelated to what I had hoped to find. If I sort search results according to price, it still orders it by category too. So if I just want the cheapest white wine in the shop, I have to scroll down through every category to see what the cheapest item is in each category and so I basically have to read every price and item. It is exhausting, time consuming, confusing, frustrating and frankly off putting. We are now considering ordering our groceries from somewhere else.

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patternity

a year ago

Response from developer

Hi, we are very sorry to hear that you are not enjoying using our new app, and that you are now considering ordering from elsewhere. We are confident that this app will ultimately improve the shopping experience for our customers, but we know we have work to do. To discuss your concerns further, please contact our customer care team.

Would give no stars

Why have Ocado forced me onto this app? So annoyed. It’s hopeless and makes the shopping experience the worst. Why would they do this? The normal app works fine. This app is like a step back in time to more than 10 years ago!! Shame on you Ocado for forcing this on paying customers. You cannot even edit your shopping bag in a simple fashion.
Contacting customer service on this matter is also dreadful, I tried multiple time to log a complaint and all they were interested in was for me to carry out the “testing” for the app to let them know what else didn’t work, as apparently for Ocado staff it’s fine! Maybe they’ve only tested it on one specific web browser not across multiple platforms or multiple device types. Whoever developed this app should be sacked.

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xvanillaskyx

a year ago

Response from developer

Thank you for your review. We’re sorry to hear you’re disappointed with the roll out of our new app. Whilst we’re confident that the new app will ultimately enhance our customers experience, with its improved software and more modern look. We’d be more than happy to discuss your concerns further and assist you with your issues navigating the app, should you wish to contact the customer hub.

Forced to switch to worse app

I’ve been a loyal Ocado shopper for many years, but this new app which is difficult to navigate and which is missing most of the good features of the “normal” app is enough to make me no longer want to use Ocado at all. Where is the feature which showed you your delivered items in order of expiry date? In these times it’s more important than ever to reduce waste and to plan meals but Ocado have chosen to remove that functionality. It also seems incredibly unfair to maintain your “good” app for some customers and force others to use this awful one. Why is that necessary? I’d give zero stars if possible. Such a disappointment to have been a loyal customer for so long and to have my shopping experience downgraded in this way.

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ChemicallyBrunette

a year ago

Response from developer

Thank you for taking the time to leave this review. We're sorry to hear that our new app is missing some of the features that you found useful on the old app. We're confident that the new app will ultimately improve your shopping experience with us, but we know that we have work to do. We are working on bringing back some features that customers loved from the old app, as well as new features. To discuss your concerns further, please contact our customer care team.

Terrible

What have you done Ocado? Your migrations strategy for customers and test plan for your terrible new app must be absent. This new app os shocking! It’s just a web front end rather than an app. The search function doesn’t function, no longer can you click a simple show alternatives, same brand… these are missing. The accessibility of the items is also significantly diminished, it’s difficult now
To see items clearly or link to sections due to the terrible fonts, bold on everything.

The old app was functional. Allowed customers to quickly complete their shopping and whilst not perfect avoided you wanting to throw the phone across the room.

Someone has seriously dropped the ball, moving customers who spend lots of money with you to a terrible user experience is the equivalent of mr Ratner declaring their products were cheap crap.

This “investment” in a new app for
Customers has misfired. You need to fire your product team and senior leadership who throw this iljudged, poorly communicated and untested update are driving customers back to Waitrose!

RIP ocado you were once great and convient now - shadow of your former self. Put the customer centre to what you!!

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Paul McMahon

a year ago

Inferior app

Please can we have the old app back, there’s so much lost functionality! -The shopping basket is in a list view (4 items per page), rather than a grid view (e.g. 20 per page), this makes it hard to get an overview. - I no longer have a recipe binder to save the recipes I’ve bought ingredients for. So I’m not using the recipes anymore. - Offer on savings aren’t as clear - the ‘price per’ does not update live, nor does the item price and savings aren’t taken off the basket total until later on. - We used to be able to sort by average customer review and now we can’t - only by price. - The receipt is no longer in use-by date which was really very useful. - It’s no longer possible to easily see ‘similar’ items or items of the same brand, which makes it harder to find alternatives to items you usually buy.

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kathee000

a year ago

Response from developer

Thanks for the review. We’re sorry to hear you aren’t enjoying our new app, compared to the previous version. We are still looking to add some popular features from our previous app in future updates, as well as introducing new features. We’d be happy to discuss your concerns further, should you wish to get in contact with us at the Customer Hub.

Sooooo slow and no more dates in receipt!

Update: The worst part of this new app is that the receipts no longer sorts products by expiry date, one of the most useful features. It made meal planning so much simpler. It reduced accidental waste. Was told when I fed back that the dates are on each product, yes I know, but sitting down and noting down each date for all products for each shopping is clearly not as convenient as having it all in front of you. I don’t have time nor will I leave all my produce out for me to do this admin when it was all done for me before. Why did you remove this???

When searching for products, it takes a while to load, if you want to do a whole shop of this, it’s taking far too long. Might just have to use the browser version instead.

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KoreanCardiff

a year ago

Response from developer

Thanks for your review. We’re sorry to hear you’ve found our new app to be slow. We’d be more than happy to look into this for you and go through some troubleshooting methods with you, should you wish to get in contact.

Please fix your bugs asap

I didn’t leave a review for the previous app but wish I had. I’m a massive Ocado fan and have been using the old app happily for years. I’d go as far as to say it is the best one on the market. This new version however has so many bugs. The overall design is improved but why launch a new version that gets the hygiene stuff wrong? I am sure you are aware of most as the other reviews have covered them, but please get the offers sorted. If I have to be in my main shop and picking offers, then end up being told they aren’t valid or incomplete when I check out I will just stop using it. Sorry to sound so critical when I am sure this has been done for all the right reasons, but this app genuinely makes the shopping experience so frustrating I’m considering going elsewhere until it’s sorted.

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Stylequeen40

a year ago

Response from developer

Thank you for taking the time to leave this review. We are sorry to hear that you are not enjoying using our new app, and that you are having offers and promotions not work for you. We are confident that this new app will improve your shopping experience, but we recognise that we have work to do. For us to look into this problem further for you, please contact our Customer Hub team.

Forced to use new app

I have been forced to use this app even though I am in none of the postcodes mentioned in the description. It looks like a backward step compared to the old app. Instead of a clear list with one item per line the basket is represented with three pictures per line, just in case e.g. I don’t know what a lettuce looks like. When removing items from the basket the items shift in a horrid way that makes me feel sick.
Update: Had a response that there is a Grid View, that’s even worse, no text at all! Also patronisingly suggested that I needed help navigating the app.
Also it now becomes clear that the app is just a symptom of a bigger behind the scenes change. The receipts no longer come in advance. They used to be split into sections, Freezer, Fridge etc, and have use by dates. Now, nothing. Why go backwards?
The drivers have been late since the change, their systems are different as well.

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stigyule

a year ago

Response from developer

Hi there, thanks for the review. We’re really sorry to hear you aren’t enjoying our new app. There is a “Grid View” which enables you to see products side-by-side in the basket, rather than in list view. If you continue to have issues navigating our app, don’t hesitate to contact the customer hub, who will be happy to assist you further.

Not an improvement

First issue is that I can no longer use the same app at two locations, i need to set up a new account, so at one home I have lost my favourites, my shopping history and most importantly access to my Delivery Pass which means I'm only getting half the value from my subscription.

In the app itself the UI seems to have been designed to be prettier and more image-led at the expense of usability. For example on my phone I can no longer view my shopping trolley as a list without pics, which means I see fewer items on screen at any one time. The ability to view New products seems to have been removed completely. And, for some unknown reason, I can no longer sort by Customer Rating, which is something I used all the time - when buying an unfamiliar product my first question is always "what do other people think is good?"

Given that I've lost half the utility of the app and my Delivery Pass, and continued range and stock availability issues, it's prompted me to look again at other online groceries. There are plenty of "try us" offers out there so I think I will...

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N1David

a year ago

Response from developer

Hi David, thank you for leaving this review. We are sorry that you aren't enjoying using our new app, and that you have another location that you order to. We are confident that the app will ultimately improve your shopping experience, but appreciate there is room for improvement. We would like to discuss your feedback further with you and help point you in the right direction. Please contact our customer care team who will be very happy to help!

Nightmare!

Forced to use this new app today. Didn’t get far! Tried to edit my order but when I got into the order, the total price had increased significantly. This was due to the products that I had bought in the flash sales being hiked to their original prices. It was not showing me items that I had bought in flash sales. So…gave up, cancelled edit and daren’t add anything else to order now until delivery. Will have to make a visit to local supermarket instead. What is going on? App was fine before and easy to track prices. I don’t mind change, but please be transparent and clear. I have also had a problem where I am trying to amend an order and another order total is displayed at the bottom of the page. I cannot access the yellow tab button at the bottom of the page as the wrong order total is covering it. I have no idea what is going on. I am using an iPad. This is all driving me mad. It takes so much time.

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Jujujujuw22

a year ago

Response from developer

Thanks for your review. We’re sorry to hear you’ve had issues using our new app and we apologise for any confusion surrounding our flash sales. Flash sale discounts initially showed as a voucher in your basket on the new app. This is no longer the case and flash sales will appear as savings like normal. If you continue to have any issues with the app, please let us know, and we’ll be happy to help.