Our mission

We are Ocado, the UK’s only dedicated online supermarket. We were built to WOW CUSTOMERS through an incredible combination of unbeatable range, effortless convenience and fair value.

We don’t just offer our customers unrivalled choice; we inspire them with amazing, healthy and delicious food and drink.

Ocado.com alone offers almost 60,000 products – far more than even a large, out-of-town supermarket. From September 2020, Ocado will be the only place where customers can order the full M&S food and drink range online. Our vast range also covers household brands; unique, niche and artisan food producers, and an award-winning range of own brand products, all price matched with comparable products on tesco.com

Choice also sets our Ocado Zoom service apart from its competitors, with an enormous range of over 10,000 products – far larger than you’d find in corner shops and convenience stores.

Supporting our incredible grocery range, we also offer a huge and convenient variety of Home & Lifestyle categories such as Home & Garden, Health & Medicines and Beauty & Clothing. We also offer quality petcare through our online pet store, Fetch.

We offer our customers unbeatable convenience through perfect order fulfilment and unrivalled customer experience.

We provide a shopping solution that fits seamlessly into our customers’ busy lifestyles to help make modern living easier.

We have a startlingly reliable service where 99% of our items are delivered exactly as ordered, and 95% arrive on time or early. We believe that gives us the highest on-time, in full delivery rates in our sector, by a country mile but, like the unstoppable, customer-focussed people we are, we’re determined to get to 100%.

We pride ourselves on thoughtful service features such as colour-coded bags, digital receipts listing fresh items in their use-by order, reminder texts with your driver’s name and van, along with convenient hourly delivery slots complementing award-winning customer service on email, phone and social media.

We developed the first grocery shopping app – our award-winning iPhone app – in 2010, and we continue to develop our mobile and tablet experience. We have also developed an Amazon Echo Skill which allows customers to add items to an order, search for alternatives, find great deals, and much more, all hands-free.

We offer our customers a wider range of delivery options than our competitors, with one-hour delivery slots from 5.30am through to midnight every day of the week including next-day. Where available, we also offer same-day deliveries, including deliveries within one hour in our Zoom delivery area.

Our customers also enjoy fair value through price, integrity and sustainability, with promotional sales participation that we believe is the highest in the country. Our vast range respects the pockets of all customers; offering a breadth of price points to suit different budgets.

We provide price reassurance to customers through our Low Price Promise. Every customer’s trolley is price-matched with comparable products at tesco.com and if a customer’s shop would have cost less at tesco.com, we provide them with a voucher for more than the difference.

Our legendary van drivers, known as Customer Service Team Members, are empowered to make decisions and process refunds on the doorstep; customers can also request product refunds quickly and easily via our website or our helpful contact centre.