Zoom by Ocado Opiniões 649

DO NOT USE THIS COMPANY AD THEY SEND OUT FOOD WITH MOULD ON IT AS A REGULAR CUSTOMER I ADKED FOR COMPENSATION WHICH I WANTED THE ITEM REFUNED THE DELIVERY OF 99p and £5 they refused so will be calling evormental health in and messing there CEO will not use this company again

Zoom is rubbish ! this is the second time I did not receive my delivery, it is very annoying to take my time to order my groceries which is not five minutes because I need to take time to think of what I need to have and then find Zoom did not deliver what I paid for. I keep the delivery guys in business. I keep Zoom in business but Zoom doesn’t care. Zoom is the worst Delivery company and they always looking for five stars.! I’m gonna make my report to Marks And Spencer they should get another, they should get another delivery service, Zoom make Marks And Spencer look very bad ! maybe that is why Waitrose no longer use Ocardo . The one hour service is good if it works., if deliveries on time! Zoom does not care of its customer service , customers should be compensated, ! Zoom does not know how to solve Customer’s problem they don’t know how to fix problems! They should close down! Zoom it’s Rubbish!! one star for the one hour Service! Their way of solving the problem is the easy way out! given a customer refund! as if refund is what I need to eat! It is disgusting. I need to be compensated.! I want my groceries I ordered! And i want a complete refund! For the stress they caused ! Very annoyed! ! The Customer Service is totally useless because the incapable of making any decisions except giving a refund , as if a refund can solve the problem. Customer needs their groceries they ordered! if i want my money I wouldn’t be spending it …stupid.! Ugh ! I might be dumping Zoom it is my money. I keep it in my pocket. I don’t need Zoom.

Tried this for the first time. Several items were missing from my order. Had to waste time talking to several different people just to get a refund on those items. I should have trusted the other reviews!

2/3 of my order is missing. What a joke

Ocado Zoom packed the bag containing glass bottles so heavily and with zero protection that the moment the driver lifted it, one of the bottles shot straight out and shattered into invisible fragments on my doorstep. I have a dog. I spent 30 mins on my hands and knees. I’ll probably still be checking tonight with a torch. The bananas were also pre-composted on arrival. Two key items from my order now need to be replaced elsewhere, completely defeating the point of using a same-day delivery service. The least you could do, @Ocado, is send someone back with replacements. Truly a premium service if your idea of a good time is cleaning up after your groceries and then heading out to the shops anyway.

AVOID!!!!!!! Delivery supposed to be 7-8pm, now likely AFTER 9PM - DRIVER ALLEGES ROADWORKS AND OTHER ISSUES, NO CALLS FROM OCADO WHY THE DELIVERY IS LATE, NO UPDATE ON THE APP, NO TEXT MESSAGES!!!!! A DISGRACEFUL SERVICE AND ALL THE OCADO OPERATOR OFFERED WHEN I CALLED AND COMPLAINED WAS A DISCOUNT ON MY NEXT ORDER, NOT A REFUND ON THIS ONE!!!!! DREADFUL COMPANY - AVOID!!!!!!!!!!!!

I would leave 0 if possibles. This service has wasted countless hours of my life waiting and then them cancelling my order because of their sheer laziness and incompetence. It shouldn’t be that difficult to deliver to an address or not give my shopping to the wrong person. Deleting and never using again.

My account was breached and £174.94 worth of goods taken from my PayPal account. By the time I realised, the goods had been delivered and the money taken. I see that I’m not the only one this has happened to. Ocado washed their hands of it and told me to contact PayPal.
I have close my account and would urge you to do the same.

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

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.