“Order for click and collect placed on 12 Jan. Went to pick up and discovered that items not in stock. Strangely one of the items was seen in a shoppers basket so mentioned to staff. The response was that it was not on the shelf 5 mins ago when the staff were picking the order. Amazing that the shop is not aware of its stock position. Now I am expected to deal with my credit card company so sort out the refund. This is my first and last order with ASDA. back to Waitrose, they may be a bit more expensive but prefer their service quality and not having to waste my time and increase my blood pressure.”
“They declined my card at checkout for a £60 shop then took the money anyway even after I’d paid on another card. Then it took me 4 days of speaking to someone before they told me to speak to my bank, who in turn told me to contact ASDA to get proof of the transaction in the form of an authorisation code. So in order to get access to MY money, I’ve made countless phone calls, visited the morley ASDA store and spoken to the duty manager, contacted my bank and had conversations on Twitter.
I now have to speak to Asda again to get this code, and then phone my bank back in the hope that this enables them to release the funds back into my account. I’m not hopeful.
Does this sound like a good customer experience?! I think not. Apparently this happens frequently!! This absolutely shocks me that companies can think it’s ok for this to happen. What if I’d have been a pensioner with literally just enough money for this shopping and you’d done this? Would that be ok? I am disgusted at your service and I will no longer be doing my weekly shopping in your store.”
“I placed an order online which included 10 jars of Nescafe coffee priced at £4:50p per jar, which is a total price of £45:00, I noticed on my order confirmation it stated £50 for the 10 jars of coffee so i sent an email with a screen shot of the price of the coffee asking Asda to address this obvious mistake,
I received an email advising this would be looked into, my order arrived and sure enough i was charged £5:00 too much so i sent another email & received a reply saying this was being investigated & thanking me for my patience,
I did check after my order had arrived that the price was still showing at £4:50 & it was,
9 days passed with no email from Asda so i sent another, this time it was totally ignored so i left it another 4 days (nearly 2 weeks now) there was nothing to investigate, the screen shot clearly shows their web site & the item with the displayed price of £4:50,
I rang Asda’s customer service a call & was put on hold for a while then i was told Asda can change the price prior to delivery which i knew but it was still showing the £4:50 price after delivery, the customer service lady was obviously unsure what she was trying to say or I suspect feeling awkward trying to excuse such an awful response,
I was offered a £5:00 voucher eventually & obviously reluctantly & will have to wait another 2 weeks for it to arrive,, IF IT EVER DOES,
After this experience the last thing i wanted was a voucher to have to spend at such an uncaring, deceitful & thoroughly incompetent company”
“not being advised about substitutions or totally inappropriate subs being sent.
rotten fruit , green meat and the list goes on. if it was just once then ok but constantly , enough is enough”
“Called today Bradford Rd Huddersfielf today 12/1/19 2pm. Did my shopping when I looked at the checkouts they were queuing at least 4 or 5 at every till that was open. Next to the till I was at, there were 2 tills with no staff and further tills with no staff to operate the tills. Lottery till only 1 staff with 10 people queuing. Wont be going again for a while.”
“This place now a disaster! I was customer for many years and use to spend every week at least £150-£200...I never was checking a receipts until one day, was baying something and realize no them special offers and no sale prices included in my receipt...Well, after that I start checking each receipt and after each shopping I had to go to customers service and asking where them sales prices where was advertising on a shelf's or them multi-buy savings? Well, last time my was just last Sunday. I got bed double set, which was £20, but on a till coming up a full price-£28 and double sheet, which was -£5, but coming up a full price-£8 and pillow case-£3, which coming up -£3,50. It was taking me a long time to explain them prices not right until I had to canceled them items. From customer service girl coming up with me and I showed in a shelf's where was all them items. End up - double set was-£20, double sheet was-£5 and pillow case was £3.
In total I "saved"-£11,50, but this is not most of all "fun" part:). When I come back home and check my receipt again, I find out the same coffee was scanned twice-£3 pound gone from my packet and Fish fillets was reduced from £3 to £2, but on receipt was - £3. Another words- £4 was gone from my packet... You can make simple calculation, how much I'm be lost if I didn't check my receipt in a first place:). Shop assistant wasn't pleasant too, she just was trowing everything and keep scanning quick is possible, didn't care about my full basket at all. So, I will never ever will come back to this scam shop any more, this was my last shopping and people stay away from this shop, because you a not saving money, but only loosing money!!!”
“Just picked up a Smoby Mini Kitchen for our Grand Daughter who’s 2 1/2.
It was bought as a replacement for Peppa Pig Kitchen, we bought as a Christmas present.
I have written to Smoby, but wanted to say how extremely disappointed we are with this plastic and cupboard, kitchen. It is extremely flimsy, and it is certainly not worth anywhere near the £80 paid, that Asda charge for this product, we are very unhappy.”
“really disgusting in asda not delivered my order which I needed as it had my son baby milk on to tell me my son will basically have to wait till 8am in the morning which has left me no money in the bank and no baby milk plus no one got in touch to let me no my order wasn't be delivered so I had to ring them to find out where my order is never had any problems with the since I been with them 3 years and the driver said he could not find my street SHAME ON YOU LEAVING A 7MONTH OLD BABY WITH NO MILK DISGUSTING”
“I ordered online for a special occasion and the delivery was late and contained only about 1/2 of what I ordered. I was very disappointed. They should pick the orders and set the goods aside to insure you get what you order. What is the point of ordering months in advance and paying extra? They even ran out of potatoes! I would recommend you try any other grocery chain. We were extremely disappointed.”
“So Asda has said that it is going to stop issuing paper receipts with online delivery food orders from 9th January and send the list of items delivered/receipt by email. Urgh!
We do Internet food orders for my inlaws who are aged 101 and 87. They are housebound and do not have a computer. My mother in law needs the paper list/receipt to check that the food delivered is correct at the time of the delivery.
I have phoned Asda but they say this is to be the new system and people cannot have paper versions anymore....so I have now also sent an email to Asda.
I guess there will be a lot of people in a similar situation who order food online for elderly people who don't use a computer.
Asda needs to appreciate the problems this will cause for many people who need support.”
“Asda, Halbeath Road, Dunfermline, Fife. Shelves not filled. Hardly any party food, unless you want prawns. No Indian/Chinese boxes of party food. No dips. In spring rolls. Beer in very short supply. Perroni, Morretti and Inness & Gunn out of stock, when I finally was able to ask someone. This is the second time I have complained about this store and all I got back was an apology within a generic email. Have been shopping at this store since we moved here two years ago and have never seen it so bad as this. This store needs more staff and more stock. Appalled that shelves were not fully stocked. Especially at this time of year. Was exactly the same on the run up to Christmas. I will be shopping elsewhere from now on.”
“Just been in Doncaster branch no Lamb,no cream no Boursin cheese usual fighting around staff shoppers there is no more customers first culture any more used to be very good standards dropping weekly I’m you can do better if not I’m off elsewhere guys.”
“Home delivery booked for between 7-9 on 28th December. 9pm comes and goes and nothing heard. Waited until 9.15 before calling “their” call centre. Lady advises 41 minute delay but they don’t know why and she can’t explain why we haven’t heard anything?? The 41 minutes comes and goes again so back on the phone to “Asda’s” call centre. Whilst calling I receive a text, their vehicle has broken down and I cannot have my order. No problem I’m already on the phone so can re-arrange delivery. Back through to the call centre same person I think but can’t be sure, not to worry the driver has until 11pm to deliver. No dear they have told me they can’t deliver so I want to re-book, not a problem earliest delivery slot 2 days later and also they “can’t authorise my card” which they have already taken partial and pending payment from for the order they can’t deliver and I’ve now spent the best part of an hour chasing!!! No you can’t have my card details! After another 20 minutes the mood turns and the person at the end of the phone tells me she doesn’t care as she doesn’t actually work for Asda (jolly good job I didn’t give her my card details then!!) she puts me on hold for 5 minutes and says she has passed this on to a manager who will call me back (I still don’t have a delivery slot and they can’t tell me when it will be) 10:59pm precisely 1 minute before this person who doesn’t care clocks off as she didn’t get my card details and doesn’t work for Asda and she hangs up!! How convienient!! Luckily it looks as if my order has automatically been cancelled and hopefully my money will be returned if not I’ll be calling the bank and opening a visa dispute as it’s theft!!! What a disgraceful service!! I will NOT be using Asda again and thank Morrison’s for their wonderful understanding and squeezing me into a slot the same day as my order!!!”
“Shocking service if I could give no star rating I would, ordered coffee machine yesterday at £29.00 order confirmed. Today received email stating my order is cancelled as product not available but it is available they have increased price to £69.96, called customer service who are zero help, tried asking for supervisor getting nowhere, a will definitely not be using again.”
“Absolutely devasted. There were so many missing items from my online delivery. They emailed me on the day of the delivery to tell me. I complained and the said they would refund my delivery, provide a 10 voucher and guarantee delivery of my turkey. They did none of this and just delivered it with all the missing items. I am totally gutted and so angry.”
“Collection internet shopping. Is it really acceptable to use the app and inform you we are on our way, armed with our confirmation email saying 5 substitutions, to then wait 90 mins for our order to be bought out, with chiller dept missing and told they picking it now. To then find freezer items defrosted and ice cream dripping. To then insist on a new ice cream at the obvious inconvenience to the staff member. Having gone in store to ask for manager, he refused to come out and the security guard herself was amazed that he refused a customer. We werent the only ones complaining. People on front of us has to hand 4 bags back as incorrect and not her shopping. I then ring customer service to complain to be on the phone, mainly on hold for 35 mins to demand a manager, to only have another telephonsit call me back.
All freezer food has to be thrown, asda seem to think defrosted raw chicken is fine for a family to eat. Email to head office written. Furious!”
“I ordered my Christmas food shop late November early December arranging delivery yesterday 22nd. I was working my Son unpacked I received Asda's email informing me 23 items had been substituted and clementines&mulled wine unavailable!! I called customer services which lasted for over 15mins!! After a long day working I then had to drive to a supermarket to buy Sauvingon Blanc which Asda substituted with Merlot!! Bacon to add to the basic sprouts not the type ordered with chestnuts and bacon.Prepared parsnips with honey were replaced with raw parsnips along with the sprouts I shall now have to prepare instead of just putting them in the oven!! I had to buy clementines and mulled wine costing £30 on top of the £250 Asda shop! Customer services are terrible I cannot understand what they say..I finally returned home to seie a parcel from George at Asda addressed to me which I had not ordered ,on opening the person ordering this item lives in Somerset I live in Kent her name is Susy mine is Julie!!! Never shop online at Asda it is distastrous even more so at this time of year!!!”
