Reliable supermarket delivery (Ocado.com)

Member Name: Rosie78

Product:	Ocado.com
Date:	10/06/09 (212 review reads)
Rating:

Advantages: Punctual, good website

Disadvantages: Pricey delivery, packing sometimes poor

I've used Ocado now for 4 years. Generally, I've had a good service from them. They deliver Waitrose products, so there is a preconception that they are pricey. However, when I have compared prices for the things we buy, I often find that they are actually cheaper than Tesco or Sainsbury's. They often have special offers on products as well. The products are good quality, and we've never had a problem with the quality of the food. The range of products they sell could be better I think, so sometimes we have to go elsewhere for things. They don't sell all the fresh meat and fish I would like for example.

The website is generally easy to use, but sometimes it can be hard to find what you are looking for. There have been times that I have been searching for something that I know they sell, but I just can't seem to find it! The website has a shopping list feature where you can store a list of items you regularly buy and add them straight to your basket. You can also see which products you have bought before, which is useful.

I sometimes have a problem with how the groceries are packed. We have had various spills, broken pots of yoghurt and squashed bread. I no longer buy eggs from them as they were often broken. They will usually process a refund for you via the website if anything is damaged, but beware you will only get a refund for 24 hours after delivery.

I rarely get any items substituted, but when I do they are usually appropriate substitutions.

The one totally positive thing I can say is that in 4 years, they have never, ever been late, and are often early.

The delivery charges are quite steep - from 0.99 - 5.49 if you order over £75. We tend to get a late evening delivery to avoid paying too much. Their Christmas delivery charges are extortionate, so I go elsewhere at Christmas.

Summary: A good service with some niggles, probably better than the main competitors.