Ocado is top online supermarket in Which? surveyTesco and Asda shoppers less satisfied

18 May 2009


Ocado has been voted the favourite place to shop for groceries online by Which? members.

Our latest online supermarkets survey quizzed more than 2,000 shoppers who buy groceries online at Asda, Ocado, Sainsburys, Tesco and Waitrose.

Which? members particularly liked Ocado’s efficient and easy-to-navigate website and the good quality of fruit and vegetables.

Asda and Tesco bottom of Which? survey

At the other end of the table, Tesco and Asda customers were less satisfied.

Less than half of Asda customers who check the best before dates say they’re as good as they would choose in store, compared with around two thirds of Waitrose and Ocado customers.

Substitutions from online supermarkets

The survey found 45% of members had at least one item of their last order substituted. More than half of Sainsbury's and Asda online customers had at least one substitution, compared with just over a quarter of Ocado.com shoppers. Some were acceptable but others were bizarre - one shopper even received broad beans instead of chocolate flakes in one of their orders!

More than one in ten members had a missing item in their last order and just under one in ten received at least one damaged item.

Jess Ross, editor of Which.co.uk, said: ‘If you do have any hiccups with your order, such as vanilla air freshener instead of your vanilla ice-cream, don't be afraid to get in contact with the store and complain.’ 

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