Ocado: Online Supermarket 4+

What was wrong with the old app? It worked perfectly ok. But now I have been forced to use this new, but not improved, app. Plus the website has gone the same way. Doesn’t anyone actually test these new apps, or the website, before they are available to the public? It seems not. I have only been using the new app for five minutes, and I have already discovered problems. First of all, I am gluten free. On the old app, I went through a load of food items and favourited them, if they had no gluten in them. But now I have discovered that most of my favourite items are not marked as a favourite anymore! What happened to them? Now I have to find them all over again, and mark them as my favourites. Secondly, I used to search for gluten free items, then choose ‘New’ on the filter, to see if any new items were available. But now ‘New’ has disappeared from the filter option choices. Apart from the above, the app is really clunky to use, and I don’t like the layout. And I don’t know if I am imagining it, but less items seem to come up when you do a search for something. I used to get pages of items available, on the old app. There are probably a load of other problems with this new app, that I have discovered yet. I only have to look at the amount of one star reviews to see that I am not alone with having problems with it.

Thanks for the review. We’re sorry to hear you aren’t enjoying the new app. We do believe the new app will ultimately offer our customers a smoother, more enjoyable experience when shopping with us but also understand that there is currently room for improvement. We are looking forward to bringing some popular features from the previous incarnation of our app in future updates, as well as some new features to improve your shopping experience. We’d be more than happy to discuss your concerns further, should you wish to contact the customer hub.

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...

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!

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.

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.