“Delivery was late and the driver was so rude and disrespectful. Absolutely zero customer service. I was very upset being spoken to like that on my own doorstep and paying for that privilege. Rang customer services straight after who said to put it in writing, which I did. Received a £5 voucher off next shop which will never get used as I will never ever use home delivery again.”
“Reading the reviews below, I can certainly see there is a common trend and that is Asda provides a poor service and does not deliver on their promise. I ordered on-line (a case of Champagne worth £150) - I paid for it, booked my delivery, (to which I had to pay for?!) and received a confirmation email of my order and delivery. Two days later and just 2 hours before my actual delivery time, I receive a text message advising my order had been cancelled - no further explanation, no apology, no alternative product offered and no gesture for the inconvenience caused. Asda - you are a disgrace and should read and take note of your customer reviews and comments. You need to understand what your peers are doing and how they provide an excellent client service by comparison. I appreciate that stock piles can run low but please, update and/or invest in your website and stock taking system - it's inexcusable for this day and age. You have caused me a huge inconvenience and I WILL NOT be shopping with you ever again. Overall, a shocking service and appalling customer care and experience. At the end of the day, it is your loss, not mine.”
“Very disappointed with service made trips to Asda in Hayle as had been notified that items were ready for collection over 36miles to find even though check in confirmed they were in store unfortunately not. !”
“Had a delivery slot between 20.00-22:00 Sunday evening. It hasn't came so have called to customer service. Been promised it will come by midnight and a voucher. Never got delivery never got voucher and instead having 8hours sleep got only 5. Thanks to horrible service. Won't be shopping with Asda again . And will make sure to let everyone I know about this experience.”
“Iam reading reviews from other people what a joke you are if you team up with sainsbury i hope you do not give them a bad name review after review has nothing good to say about asda do you not read the reviews or do you not care i always went in to the shop at hayes as the staff i like but i do not go in there now as i want nothing to do with youjokers thank you”
“I made a on line shop some weeks ago when i got my order you said you did not have 8 items what poor servis i got then you said you would give me a 5 pound voucher as if that would make it ok i made a order from tesco last week to the sum of 168 pound i got everthing the order i made on line with you was my first and my last with you”
“Shocking, just cancelled my order and really needed it as will be going into hospital tomorrow and essential to have supplies when I come out.
Sadly, have to shop around for some stuff and this is the second time that I have had a bad experience with them.
No words to describe how poor the service is......”
“Two thirds of our delivery did not arrive. Seemingly it was still in trays and the driver didn't pick it up. Finally arrived many hours late. Customer services do not reply, no apologies, paid for bags that were not with the goods. Shoddy, shambolic and an utter waste of my time. Never ever again.”
“First time used Asda delivery wont use again half the items which should have been delivered have not driver didn't know where the items where and they even went to the wrong house”
“Where do I start ... what a disgrace of a arrive. It’s a long winded story that needs to be told so here we go. My Mother who I will add so people can understand why I am so angry, is extremely poorly and has just come out of hospital after major surgery who is also house bound because of her condition (cancer). I feel so bad as I advised her to register on Asda for a home delivery as she had no food at home and unfortunately I live very far away from her and was travelling up to her at the weekend. She registered online and ordered a shop to be delivered on the Tuesday at 3 pm next day. 3pm came and no delivery. My mother phoned them several times to be told her shopping would be redelivered on the Wednesday at 3pm but to no surprise it never arrived, after more called by my mother they said it would be delivered by 9pm Wednesday evening, but what a surprise it never arrived. I had no idea this had happened until my mother called me Thursday morning to tell me what had happened, and that she had been living on dry crackers for two days. As you can imagine I was not happy. I called them at 8am Thursday morning to be told that they would try and deliver by 1pm that day and said how sorry they were but they were short of drivers.... this is not my mothers fault or a good enough excuse. No call was ever made by Asda to my poor mother who I must add by this point was very upset and hungry. I was advised that someone would call my mother by 2pm and what a surprise no one called. So once again I called them to be told her food was on a van for delivery and the person who was to call her was the delivery guy., what a joke. No one called and her shopping turned up at 8pm in the evening and guess what... half the shopping was missing. She day three and with them even knowing my mothers predicament they delivered only half the shopping. So I called again to with all the sorry’s and they would refund her for the items missing which I have to say were the most important things, and that they would offer my mum a £10 good will gesture... well you can imagine by this time I was not best please. This service is the most dreadful and discussing service I have ever know. Taking into account on the 6th call made by mother she felt the need to explain her predicament and that she was poorly and house bound and had no food they still did not show any empathy or understanding and still failed to provide a service that they should have provided. No call to apologise to my mother or myself. All I can say is the BBC would love this story and also the papers so I think they need to pull their fingers out and do what is right. Please do not use this service it’s a joke. I really hope no one has to go through what my mother has encountered.”
“I would have marked zero stars if I could. First, 1/4 of my items were substituted with unwanted items. My time slot was moved back into late evening. A bit of a change is fine, but we're talking about the difference between 7-9pm and 10:30 pm. At 10:15, the slot kept showing as moved back by another 10 minutes. At 11pm, I called to cancel the order. I was told that there's no way to do this. I said that I didn't want anyone ringing my flat at that time. I was told to just go to bed and when the driver rings, to refuse the order. It was past 11pm and I wanted sleep. The time slot kept moving back. I was on the phone with the rep past 11:20. She refused to give me a manager to speak to. She actually told me I sounded as though I needed some sleep! At 11:20ish, the rep said that the driver indicated that the customer had refused the order. My screen still said the driver was coming. At 11:30pm, it showed on the screen that my order had been cancelled. I'm never shopping ASDA again.”
“ordered some groceries 5 days ago but on the day of delivery they let me know
that all the item won't be delivered they can not put order together in 5 days won't shop in asda no more”
“Terrible Service .
Absolutely shocking . We were due a drinks delivery today for an event
tonight and we have just received an email to say our order is cancelled !!
Customer services is a foreign call centre where scripted call handlers are completely unable to help . ABSOLUTE DISGRACE .”
“They didn't make me happy today.3 weeks till Christmas and they have removed checkouts and staff and replaced them with self service.I normall do all my shopping in Asda.My Christmas food shop is around £450.so this year I won't shop their as it will be mayhem.Morrisons will be fine for my shopping from now on I think”
“Order came after 4 days with missing items so driver told me he will deliver the full order tomorrow. The whole day passed and still didnt got my groceries. Today i called them, all they said that my order got canceled without informing me and if I want a refund i need to contact my bank. Now it will take another 4 days for delivery while I am starving with 0 food in my fridge. I think thats the worst online customer service i have ever expirienced. NEVER AGAIN!”
“Asda online only permits "allow substitutes" with a yes or no option covering all items.
Tesco permits "allow substitute" with a yes or no option on each individual item - and allow precise instructions such as "only Rosso - not Dry or extra dry Vermouth".
This means that incompetent or under skilled pickers cannot send totally inappropriate substitute items - as happens frequently with ASDA online.
Asda has not kept up with internet technological advances and the website is not interactive to the same degree as its main competitors, which is why I have stopped using the inadequate service.
Shop floor, stockroom, warehouse and delivery staff are let down by useless administration and Asda will continue to haemorrhage customers to more competent competition - so goodbye Asda and hello Tesco and Sainsbury.
Edward James.”
“I (was) a new customer and have just spent the afternoon waiting for my delivery. Apparently I wasn’t in to receive it!! Customer services not helpful. Am now in the process of cancelling my payment and will take my business elsewhere.”
“Won't use ASDA online again ,repeated problems with the website when trying to checkout ,you ring and all you get is somone who can't even talk English clearly .They don't grasp what you are saying and they can't be understood, so all ends in total frustration and end up losing your booked slot.
Problems over the last month or so has resulted in us taking our business elsewhere.
Note to ASDA- if your representatives can't fix the problems ,don't tell customers you'll ring back because they never do. Terrible service. Also very important that they can at least speak clearly so they can be understood.”
“Just tried the new ASDA version of 'Dolce Gusto' Latte coffee pods because they are sightly cheaper and we use a LOT of them. Unfortunately, review as follows - Horrible. Weak. Weird tasting. Never again.”
