Ocado Customer Reviews Policy
At Ocado, we love hearing what you think! Your honest feedback helps thousands of other customers decide what to buy and helps us improve our products. Thank you for taking the time to share your experiences.
To make sure our reviews are helpful, trustworthy, and fair for everyone, we have a few simple guidelines.
General Guidelines
We truly value genuine and accurate feedback. For a review to be helpful, it needs to be based on your actual experience of the specific product you're reviewing.
| We need: | We will not publish or may remove: |
|---|---|
| Reviews that reflect your genuine experience with the product. | Reviews we believe are fake or misleading - including where you have concealed any incentive you have received. |
| Reviews that contain an accurate description of the product's quality, taste, or performance. | Reviews for products you have not purchased from us. |
| Reviews that focus only on the product itself. | Reviews that are not relevant to the product itself. |
| Reviews that disclose any incentive you have received from us. | Reviews that include information referencing third party websites or personal information. |
| Reviews that contain information or feedback about our website where we have resolved the relevant issue or inaccuracy e.g. an incorrect product title. | |
| Historical reviews about a product that has undergone a significant formulation, sizing, or packaging change to ensure relevance. | |
| Reviews that reference specific prices. |
Content Restrictions
We want product reviews to focus entirely on the products themselves.
Please do not include the following in your product reviews:
- Service or Delivery Issues: We understand that sometimes things go wrong with an order or delivery. However, reviews about stock or availability, the ordering process, delivery times, damaged boxes, or customer services, for example, should be directed to our dedicated Customer Service team so we can address them directly.
- Offensive or Inappropriate Content: Any reviews that include defamatory, obscene, libellous, religiously or racially biased, hateful or unlawfully threatening, harassing to any person or entity or is otherwise objectionable content will not be published.
- Irresponsible content: Any reviews that we consider to encourage illegal or unsafe activities or promote irresponsible health or lifestyle choices (eg extreme dieting, alcohol consumption or gambling).
- Questions about products: Please contact us using the details here if you have any questions about our products so that we can answer these for you.
- Irrelevant Information: Content that is not about the specific product being reviewed will be refused (e.g., political statements, health or medical advice, personal attacks, or comments about other retailers).
- Personally Identifiable Information: whether relating to yourself or others.
By submitting a review you confirm:
- Original Content: you are the sole author of the review and own all the rights in the content.
- Moral Rights: you voluntarily waive all moral rights in the content you have submitted.
- Accurate: everything in your view is accurate and your honest opinion.
- Third Party Rights: the content will not infringe any third party's intellectual property or other proprietary rights or their rights of publicity or privacy.
- Legal: the content does not violate any law or otherwise breach the terms contained in this policy or our Terms and Conditions or otherwise cause harm to any person or entity.
- Acceptance: you will follow this policy and adhere to our Terms and Conditions.
- Security: the content will not contain viruses, worms or other potentially damaging computer programs or files.
Incentivised Reviews
We may occasionally provide customers with products to review. If we send you a product and you are asked to submit a review, we require complete transparency.
Your review must clearly state that it is an incentivised review or that the product was provided to you free of charge in exchange for your honest opinion (e.g. I'm reviewing this product because I got a free sample/coupon from Ocado. No other form of incentivised review is permitted. Failure to disclose will result in a review being removed.
You may not submit a review for which you were incentivised or compensated by any third party - including if you are an employee of Ocado or M&S, have a financial interest in the relevant supplier or product that is the subject of the review or work for a competitor of the relevant supplier.
How We Use Your Review
By submitting a review, you are granting Ocado the right to use that content (including your nickname, location, overall rating, review title and review content) in any way including for advertising and marketing purposes across our website, social media, and other marketing channels to help other customers shop. This means that for any content you submit you grant Ocado a perpetual, royalty free, transferable right and licence to use, copy, delete in its entirety, publish, translate, create derivative works from and/or distribute the content and/or incorporate such content into any form, medium or technology, throughout the world without compensation to you, subject to your data subject rights.
Our goal is always to maintain a trustworthy and helpful platform for our community of shoppers. We reserve the right to refuse to publish, edit, or delete any review that does not meet our guidelines.
If you see a review that you are concerned about, for example, if you believe it breaches this policy, then you can notify us using the helpdesk here.
Service or Delivery issue?
If you have concerns about service or delivery, please use the main Contact Us section here on our website so we can resolve your issue quickly and effectively!
Updates
We reserve the right to amend this policy from time to time.