Zoom by Ocado Opiniões 649

My order was missing items and despite calling every day for 3 days, I kept on getting canned responses blaming the depot and waiting for a response from them. Absolutely abysmal customer service, avoid at all costs.

Always effective and you get good updates on ur orders

The food quality is the best! It’s m&s!
It for the past few times items have been missing from my order. I’m not talking about one or two items, literally half the order will be missing! I ordered dinner for my family and the only thing that turned up was my baby’s formula?! I’ve now had to order again from a different site because I no longer trust this service. On top of this the people packing the items either waste loads of paper bags by using just one bag for one item or they’ll put things like bread in with heavy items?! Who ever is working in their east London factory needs to be fired!

Yes it was good
I decided this time to put on to contact me for replacement which worked.

Another Ocado delivery late. Beyond a joke. I will use them once more and if it is late again go back to another provider

Done an interview for the zoom position 3 months ago. Took them a very very long time ago to get back to me. Not a professional in the slightest and the moment they give me a contract offer all of a sudden I have to reply within 2 days. So to make someone wait all these months and then when the first offer you give somehow you have to agree upon it in 2/3 days. Very unprofessional.

Initially my order never arrived. The customer service team were excellent. I was refunded in a few hours and received a new order. Thank you all involved.

Driver doesn't come to the door, had to go looking as he said he couldn't deliver. Item missing cost £3.25, only £2.25 refunded :/
They replied that they can not nake adjustment to the refund once it's done so they are keeping my money!
I made further complaint and was refunded in full

I work in ocado tamworth. Today I bought a drink from the chill machine. The drink didn’t came out and I told to the resturant they said to me that give your handscan number we will check the cctv and contact you back in 5 to 6 days. I want a drink now and they said to me come back after 6 to 7 days. Lazy staff of the resturant and dont know how to deal the situation.Very rude behaviour.

Unfortunately illegal immigrant with face cover show up front of house.
They are using legal migrant identity. legal migrant making money using illegal immigrant,

May be applying face recognition or making requirement to take self every door will deter them.

Bad packaging and when you continuously complain due to the damages your made to feel like a liar!!

Extremely Disappointed – Missing Items and Unreliable Third-Party Couriers (Would be zero if the option was available)

I’ve had repeated issues with Ocado Zoom deliveries, and I feel it’s important to warn other customers about what’s been happening.

On several occasions, including a recent order worth over £80, the person delivering my groceries told me that “the rest” of my order would be arriving separately. It never did. These weren’t small items—they were fully paid-for goods that simply never showed up. There was no follow-up, no explanation, and no resolution offered unless I chased them myself.

What’s even more concerning is that these deliveries were made by third-party couriers who clearly don’t work directly for Ocado Zoom. Based on my experiences, I honestly don’t trust them. The service feels unprofessional at best, and at worst, dishonest. I consider this a serious breach of trust—and essentially theft.

Ocado Zoom should not be outsourcing deliveries without clearly informing customers and offering the option to opt out. As it stands, it feels misleading and unsafe.

Unless Ocado Zoom makes some serious changes, I won’t be using the app again. I’d strongly advise others to be cautious, especially with higher-value orders.

Ocado failed to deliver the majority of the items I ordered or to let me know this, I had to call them to ask where the items were and for a refund. I had to specifically ask for the deliver fee to be delivered as they seem to offer only the minimum resolution. Due to the time of the delivery I was unable to reorder and was left without groceries. I had to pay for fast food to be delivered as this was the only option at that time. When I told Ocado on the call to them that this wasn't a good enough resolution as my money would only be returned in up to ten days, they offered a £10 voucher. I've told them as a long standing customer who they let down I don't think this is an acceptable resolution and asked to make a complaint but now they've ignored the complaint request and just keep emailing me the same solution and ending the email asking if they can do anything else. When they know I've asked them to raise a complaint and their resolution isn't satisfactory. They obviously don't want my custom.

I have been loyal Ocado customer for years and was excited about their Zoom offering. But, it has been very disappointing lately. Several times there are missing items (not just one or two items, more like one or two bags-worth). Their defence that "they can't contact the drivers once they've set off" is not the consumer's fault. Yes, they have refunded for missing items (which is the least they can do) But asking the customer to re-submit the order for the missing items, rather than processing themselves for their own fault is frankly silly. I will place an order for the missing items, but from an alternative provider. This is not a criticism of the individuals involved, rather of the workflow they need to work with. Get it sorted and soon Ocado.

I have been a customer since the very beginning. From handwritten thank you cards they turned into shambles. I use them 3-4 times a week, they were a lifesaver and now I have half a delivery missing 70% of the time. To make life even harder you need to spend an hour explaining yourself and feeling like a thief (even when the driver is aware there are 4 bags in the system and he has 3 or today he had 6 in the system but just 5 to deliver) Shameful behaviour and, unprofessional resolution.
Every time I contact Ocado they have to investigate so it is not that your missing shopping is immediately located and re-delivered. It takes 72 hours and then they just forget about you and you need to spend a further hour asking for an update. Pathetic.

To have the items redelivered you have to order them again and pay again including the delivery fee. If there was a deal you need to order everything again, otherwise you pay the full price.
After you’ve spent an hour of your life on a useless chat they may send you a voucher - usually £5 to use in your next shop. This is always an Ocado voucher which cannot be used with Zoom Ocado. Does this make any sense? This involves more back and forth, sometimes several times, before something that works with Zoom is sent.
You need to ask for the delivery fee to be refunded and they often don’t.
So far they have never explained what is going on and what happened with my deliveries. But they made me feel bad and like I am making things up. Today for example I am
over £30 out of pocket.

The problem is not just the inconvenience (although missing lunch or drinks when your friends are on their way makes Zoom totally useless and unreliable) but the hurtful part is the rudeness and inefficiency of the Ocado Zoom team in resolving the issue and redelivering (without need to pay one more time and beg for refund).
What was an excellent idea turned into a disaster. Shame, but today was my last Zoom order.

Zoom ocado consistently fail to deliver what I have ordered. Frequently they will not just miss a few items but the vast majority of the order. Yesterday I ordered two lunch meal deals and two m&s dine in meals for two and the only food that was delivered in my order was a packet of walkers crisps and a packet of raisins.
Every time i call ocado they have to investigate so it is not that your missing shopping is immediately located/resolved/that you are believed that all a driver brought from a large food order was a handful of items.

To have the items redelivered you have to order them again and pay again including the delivery fee. If some items arrived from a meal deal and some not, you would have to buy the meal deal again and end up with duplicate items, or only buy the missing items and pay for them without the bundle discount. Ocado would i’m sure try and resolve this in the refund but as it is complex and as they make errors totalling your refund every time, i wonder if it is worth the extra time and administrative effort working out if they got it right.

Every time ocado make the following mistakes in their follow up:
1. they write the next day after their investigation and tell you they have refunded the order for the missing items. The amount they tell you does not include the meal deal discounts so this is always incorrect and the actual amount refunded (when the system later calculates it correctly) is therefore always different to what they state in their email. Therefore it is not until it is in your bank account days later that you can check if the total you have been refunded correctly matches the missing items total.

2. they may send you a voucher - usually £5 to use in your next shop. This is always an ocado voucher which cannot be used with zoom ocado. This involves more back and forth, sometimes several times, before something that works with zoom is sent.

3. Often you need to ask for the delivery fee to be refunded. This was not the experience with my last shop but more often than not i need to ask rather than it being offered.

So far they have never explained to me why their deliveries can go so disastrously wrong.

The problem here is not just the inconvenience of the bulk of an order not arriving, it is the inefficiency of the ocado team in their follow-up to make this right, which results in lots of back and forth and extra administration to try and resolve it, when all you did was order food that didn’t show up.

Love the convenience of being able to pick everything up I need in one go and have it brought to my house in less than an hour. Produce come in great condition and very fresh. Brilliant service each time.

Great selection of products: especially Ocado and M&S private labels are reasonably priced for great quality. Slick app and smooth in-app payment experience via Apple Pay.

Timely doorstep delivery: have ordered more than 10 times. Not a single delivery was delayed or cancelled.

Excellent refund policy in case any product gets damaged in transit: To my surprise, Zoom customer care once called me on weekend to assure me that refund has been initiated (I had raised a request on Friday night).

Zoom is a great way to save time and energy on grocery shopping!! Really impressed with their service!

Shopped with zoom multiple times and most time, i received bread that's stale and has 1 day before it expires. The same happened with meat once. Who eats a whole loaf of bread in one day?

i'd rather stick to sainsury or tesco delivery, it's not instant but at least you get quality products and don't feel like being taken advantage of

First time using it, very good service.
Can’t fault it and the promo was very good also.