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... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I recently had an awful experience with Zoom by Ocado. They failed to provide the delivery service I paid for, yet repeatedly insisted that my delivery fee had already been refunded when it clearly... See more
Company replied
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 n... See more
Company replied
I’ve used this company many times whilst they always try to sort any problems the reason why I’ve given 3 stars is there sell by dates are really poor eg only have 2 days which puts me off placing... See more
Company replied
Company details
- #41 of 43 best companies in Grocery delivery service
- #28 of 28 best companies in Supermarket
Written by the company
Zoom by Ocado delivers your groceries in a jiffy, or in a same-day slot of your choice. Zoom means more freedom, less planning and no more last-minute trips to the shop. With over 9000 products, we have what you need – and with a minimum spend of just £15, Zoom is perfect for grocery essentials.
Contact info
Mosquito Way, AL10 9UL, Hatfield, United Kingdom
- 0345 600 2000
- zoom@ocado.com
- zoom.ocado.com
3.2
Average
646 reviews
Replied to 85% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Excellent!!!
27 March 2025
Reply from Zoom by Ocado
Thank you for your amazing feedback! We're so glad to hear you had a great experience with Ocado Zoom. We look forward to delivering more excellent service to you in the future!
First time I used Zoom and love it
First time I used Zoom and love it. Everything was really easy and items can be delivered at various times too. Fantastic for those little things you tend to forget. Very happy.
27 March 2025
Reply from Zoom by Ocado
Thank you so much for sharing your wonderful feedback! We're thrilled to hear that your first experience with Ocado Zoom was such a positive one. It's great to know that our service made it easy for you to get those little things you might forget. We hope to continue making your life easier with our flexible delivery times. We look forward to seeing you again soon!
Excellent service but review fresh items
I love ordering from this company and their delivery drivers are so respectful, well mannered and very helpful.
Their customer service also is excellent and they are able assist and resolve any issues efficiently and effectively. My only issue which seems to be happening more times is some of their fresh vegetables mainly red onions and avocado are never at a good standard i.e. most of the onions are mouldy and the avocado is not ripe as advertised
28 February 2025
Reply from Zoom by Ocado
Hi there! Thank you so much for your kind words about our service and delivery team. We truly appreciate your support! We're sorry to hear that some of the fresh produce hasn’t met your expectations. This is never the level of quality we aim for and we appreciate your feedback. We'll pass this on to our team to ensure this is looked into. If you ever receive items that aren’t up to standard, please do reach out to our customer service team as we’d be happy to help. Thanks again for shopping with us!
Speedy delivery & friendly staff
Speedy delivery & friendly staff. The customer service is next to none. Brilliant service all round.
21 March 2025
Reply from Zoom by Ocado
Thank you so much for your kind words! We're thrilled to hear that you had a great experience with our speedy delivery and friendly staff. It’s fantastic to know that our customer service team made a positive impact on your shopping experience.
We really appreciate your feedback and are grateful for your continued support. If there’s anything else we can do to make your future orders even better, please don’t hesitate to let us know!
Reply from Zoom by Ocado
Thank you for taking the time to share your feedback! We're thrilled to hear that your delivery arrived on time and that our driver made a positive impression. If you need any further assistance, don't hesitate to reach out. We look forward to seeing you again soon!
Got what I needed super quick
Got what I needed super quick, will definitely use again .
18 March 2025
Reply from Zoom by Ocado
Hi, thank you for taking the time to leave this review, we are glad to hear that you've had a great experience on your order, and look forward to you ordering from us again in future!
Reply from Zoom by Ocado
Hi Ola, thank you for taking the time to leave this review about the grant range of products that we offer, we are glad to hear that you're loving this, and that you're enjoying ordering from us. We hope you continue to enjoy using us in future.
Great service!
19 March 2025
Reply from Zoom by Ocado
Hi Pearl, thank you for taking the time to leave this great review, we are glad to hear that you're enjoying shopping with us!
Reply from Zoom by Ocado
Hi there, Rana. We are so glad to hear that you had a good experience placing your order and your food arrived on time. We believe you should always receive this level of service.
Avoid Avoid Avoid!!
I have been a regular customer for some time now.I have experienced constant problems with my orders.
Items damaged,short sell by dates,
Delivery being cancelled last minute and today a bag of shopping that had apparently gone missing so no dinner.Customer service useless refused to refund until an investigation has been carried out which could take up to 72 hours...Totally unacceptable if goods do not arrive a refund should be given immediately!!so not only
did I not have any dinner but I am now out of pocket too.I have given this company enough of my money and enough chances to redeem themselves which they have failed to do.My advice would be to avoid this company at all costs and save yourself a lot of stress!!I will never be ordering from them again after the fiasco today.
13 March 2025
Unprompted review
Reply from Zoom by Ocado
Hi Jane, we are sorry to hear that you have been having issues with your orders, and that items were missing on your most recent order. This is something that should never happen, and so when this is reported we do need to investigate what has happened, and how, which is why we are not able to refund immediately, as you should always be receiving everything on your order. We do try and resolve these issues as soon as possible, but we do have to advise of 72 hours, as we do need to speak to the relevant people involved to establish what has happened. If you would like to discuss anything further, please contact our Customer Hub team.
It's okay
It's okay ! Fast and efficient if u need something quick ! But u can not guarantee the quality of the products u receive and they charge extra for delivery and on the products . I had few incidents. But overall okay will use it again and recommend overall 👌
13 March 2025
Reply from Zoom by Ocado
Hi there, thank you for your review. We are glad you find the service quick and efficient. We are sorry that you have had a few incidents of poor quality products and extra delivery charges and we would love to look into this further, if you could please contact us at the Customer Hub.
My first experience with zoom was…easy and efficient
My first experience with zoom was impressive. They turned up on the time allotted and with all the products that I ordered and packed easily and well for unloading. I will definitely use them again. Most efficient and I received a handwritten welcome via the post this morning from the company. Certainly don't get that personal feeling from the big online boys who cannot usually deliver same day either.
5 March 2025
Reply from Zoom by Ocado
Hi, Linda! Thank you so much for your kind words. We're thrilled to hear that your first experience with us was so positive. We pride ourselves on offering efficient, personal service, and it’s great to know that it stood out to you. We look forward to delivering more great experiences in the future and are so glad you appreciated the handwritten welcome!
See you soon for your next order!
Poor Fresh produce
Fresh produce that I have recieved on multiple occasions has been very poor. Will not use again.
9 March 2025
Reply from Zoom by Ocado
Hi there! Thank you for taking the time to leave this review. We’re really sorry to hear that the fresh produce you received has been poor. This isn’t ever the standard we strive for, and we understand how disappointing this must be. Should you wish to discuss this further, please contact the team via one of our social media channels, or via the 'Contact Us' section on our website/app.
Been shopping regularly with them for…
Been shopping regularly with them for the last 3 years. They’ve gone down hill. They’re asking to go out of business at this point
10 March 2025
Unprompted review
Reply from Zoom by Ocado
Hi there, we're really sorry to hear that you feel the service has declined recently. We would never wish for our customers to feel this way. Please contact the team via one of our social media channels, or via the 'Contact Us' section on our website/app.
On time no missing items goods fresh…
On time no missing items goods fresh with a good shelf life courier was polite and helpful
4 March 2025
Reply from Zoom by Ocado
Hi there, Peter. We are really glad to hear that your order arrived on time, no missing items and with fresh goods with good shelf lifes. We believe you should always receive this level of service.
Very happy with my deliveries
There is a good selection of food and other products, delivered on time by friendly couriers.
26 February 2025
Reply from Zoom by Ocado
Hi Glynis, thank you for taking the time to leave this fantastic review. We are glad to hear that you are enjoying shopping with us, and hope you continue to in future!
Reply from Zoom by Ocado
Hello! Thank you for leaving this review. We’re truly sorry to hear about the missing items and the inconvenience you've experienced. This is not the level of service we aim to provide, and we understand how frustrating it must be to receive an order that doesn’t meet your expectations. We value your feedback and appreciate you bringing this to our attention. If you would like to discuss this any further with us, don't hesitate to get in touch with us via one of our social media channels or via the 'Contact Us' section on our website/app.
Standards Dropping - Poor Delivery Service
I have used this platform on many occasions due to it's convenience, however my most recent experiences have been anything but.
My last two orders have now been late, with the previous of the two being cancelled altogether after a 2hr delivery slot was not met and I was unable to arrange a redelivery as most of my products in my order were no longer available. I was kindly compensated by CS with a voucher and an apology, however on my reorder the driver is late yet again and keeps getting pushed back further and further. This time on a normal 1hr delivery slot.
The order is now over 30 minutes late, with no attempted contact from the driver whatsoever. I have called Customer Service and I was shocked to learn from them that their drivers are 3rd party and they can't even contact them themselves! Unbelievable stuff! Awful, awful, awful.
Standards are falling and I don't feel this is the service it used to be. I'll be looking elsewhere in the future and I recommend users to do the same. Save your time and money for anything else, but this brand.
4 March 2025
Unprompted review
Reply from Zoom by Ocado
Hello there. Thank you for taking the time to leave this review. We’re genuinely sorry to hear about the issues you’ve encountered with your recent orders. We completely understand your frustration with the delays and lack of communication, and we sincerely apologise for the inconvenience caused. It’s clear we’ve fallen short of the high standards you’ve come to expect, and we’re very sorry for the repeated delays. We do strive to deliver excellent service, but we clearly missed the mark this time. Your feedback is incredibly important to us! If you would like to discuss this any further with us, don't hesitate to get in touch with us via one of our social media channels or via the 'Contact Us' section on our website/app.
Reply from Zoom by Ocado
Hello there! Thank you for leaving this lovely review. We're thrilled to hear that you had a positive experience with our service. Being on time and courteous is something we strive for, and it's great to know we hit the mark. We look forward to you shopping with us again! :)
Well packed order delivered quick &…
Well packed order delivered quick & fast at a comparatively low delivery charge. Also, minimum online order amount is relatively low compared to other grocery stores. Save my place for storing up large quantity that I don't need shortly
25 February 2025
Reply from Zoom by Ocado
Hi there! Thank you for taking the time to leave this lovely review. We're thrilled to hear that you were satisfied with our quick delivery, competitive shipping rates, and low minimum order amount. We’re always happy to help our customers stock up on what they need at the best value. If there's anything else we can assist with, feel free to reach out.
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.