“terrible customer care. complaints are either ignored by senior management or non plausible excuses provided. I will never shop with this company again”
“Today on the 12th november at approx 4:00, on the road to dorking, from guildford, one of your delivery drivers tried to force my mum into overtaking a cyclist when it wasnt safe to do so, on a hilly road with many twists and bends. He flashed her several times, and started waving his arms gesturing her to overtake when it wasnt safe to do so at all. This was while it was imposiible to see who was coming, and much to his frustration, My mum ignored him and overtook the cyclist safely, and when she herself judged it was safe to do so. but he was a very agressive driver.”
“Absolutely awful delivery service with 26 items missing and then getting a refund turned into a nightmare. Still owed money. Their contemptuous attitude is a disgrace and it looks like I am now going to have to take them to court to get my money back. Ridiculous.”
“Awful online delivery service.
Late (no notice/explanation), numerous items unavailable, 26 items in total missing from order, security tag on wine bottle, they have made it virtually impossible to complain and customer services generally completely useless. Wasted most of my day. Thanks Asda. Other than all that, they are great. 🙄”
“The machine I used got jammed and didn’t count the coins I put in , the employees couldn’t fix it and as a result they stole 2ÂŁ , and touched my non bagged groceries a billion times which I threw away .”
“Live insects in salad, Horrific experience after being a customer for over 10 years
Purchased Asda spinach and pea shoot salad, both listed as “washed and ready to eat”. To my surprise as I’m tucking into my salad, a green and yellow caterpillar gets up out of it and glides out of it. As expected I threw the salad away immediately. About four hours later I began feeling nauseous and sick, and then was sick several times. I was sent home from work that evening and was off work the following day as well, the sickness continued throughout the day. The next day I decided to contact Asda as I was worried about the origin of the caterpillar and curious as to what parasite may have been in there. The response was not what I had expected from the customer service advisor Roselyn. Her response, was that Asda stopped using pesticides so you are now more likely to find insects in your food, amongst other possible things. I did not find this a satisfactory answer to something that is supposedly washed and ready to eat and the packaging gives no indication you are more likely to find insects in Asda products after the production/sourcing changes they have clearly made. She also rudely sent me a link that tells you how to wash fruit and vegetables. She treated me like a child telling me how to wash food, despite her company packaging saying it wouldn’t need to be. She then sarcastically said that she’s no medical officer and could not give me an indication into why I was being violently sick and made no attempt to investigate the complaint further. Frustrated, I politely advised this response was not acceptable. I also asked to be refunded for the food considering it had all gone in the bin, something Roselyn was too superior and lazy to do. Her colleague Ian then responded, again made no attempt to investigate further and disregarded all my original comments just like Roselyn. He replied asking what it is that I wanted….. I mean how lazy can you be that you have to ask a customer how to respond to the complaint, do these people have no training at all? I then advised him that I had not even been refunded for the food which I think was around ÂŁ3. I then get an email saying here have an extra ÂŁ7 on us as goodwill, and basically go away. As my sickness progressed and Asda made no effort to find out what was in that salad, my GP arranged a blood test. A few weeks later I finally have my test results and am now having to go through an injury lawyer to make a claim against the poisoning, the poor customer service and my loss of earnings from work. This could have all been avoided if I had help from the team at Asda, but it was overall a disastrous and stressful experience.”
“Failure of store manager to respond to letter of complaint. Asda North Swindon manager appears to not care at all. I have written, called in but nothing. So the manager has not acted professionally.”
“The shelves are often depleted with essential groceries and are filthy with piles of rice or the contents of whatever package has burst open all over the place.
The same goes for the freezers, filthy with frozen chips, vegetables strewn in the bottom where packages have burst and nobody has bothered to clean them before adding new produce.
The express checkouts are dirty with stains and crumbs on the conveyors and bag filling areas.
It feels as though the staff have been left to their own devices, there is no process or structure for restocking shelves - although there are plenty of staff blocking customers with large trolleys, picking for deliveries and collections. But nobody restocking the shelves.
The store is in need of a deep clean and a process put in place to ensure a standard of cleanliness is maintained, your main products are food, and stocking it on dirty shelves and freezers is unhygienic, generating bacteria.”
“Absolutely shocking service! On the tracker my shopping was showing up on the way right until the delivery time when suddenly I got a notification to say my food had arrived.. no further communication, I then had to call customer services for them to tell me my order had been cancelled due to the driver breaking down 2 hours ago!! Absolutely horrific communication leaving me waiting in for 2 hours for a delivery that was never coming not even the decency to ring and tell me this and then to just update the tracker saying delivered? What kind of company actually does that, totally awful best believe Asda has made a Tesco shopper out of me!”
“Asda merry hill store.
This was the worst shopping experience I have ever had. I wanted a make your own pizza on Saturday afternoon at 4pm to be told by the very rude member of staff that she wasn't making anymore as she was tiding up. Asked to speak to the manager who when she arrived was equally as rude and tried to justify why someone couldn't make a pizza. I asked for a number to complain to and she didn't know who or what I needed to do. Another colleague get their personal phone to check this. The number given didn't work so I was later accused of calling this staff member a liar!! Formal complaint raised but I'll never be entering this store again. Truly awful experience, avoid this store at all costs and go to Lidl instead”
“The website is as much about giving users the hard sell as it is about letting customers buy.
'We think you may like these'.
A machine thinks it knows what I like. LOL
Just let me buy and go to checkout.
Click on go to checkout - it doesn't go there!
It goes to 'you bought these in the past . . '.
Well that was the past, I have a full trolley, why wasn't I taken to checkout when I clicked on 'checkout'?
I finally reached check out!
Now it doesn't accept the card payment that is stored on the website, and hasn't expired. I used it on another site and in a shop today. My card provider says the card is OK.
Oh well.
It's a taxi to a local supermarket tomorrow. They will take my card and won't harass me to buy this and that,... or the other.”
“I went to fill up with petrol (self service). Entered Pin, the pump did not work. I was horrified to be notified I was charged ÂŁ662! It toom me an hour on store to try and get a refund. I was then even more horrified when the staff member made a mistake and debited rather than crediting my account, for another ÂŁ662. I am now ÂŁ1300+ out of pocket for 3 to 10 days. I spent 2 hours on the phone with customer services who simply filed a complaint and said someone will call me back - I am still waiting and have still not received the refund..Imagine I was a vulnerable customer... with no money. This is shocking!”
“Recently order new glasses at the Optician at your Havant store.
This is the 3rd. pair of glasses from there, and the service has been excellent. We have dealt with Pat , who was is always very friendly and gives very good advice. I would highly recommend this department.”
“I bought carrots with ASDA delivery today. Every farmer would think twice before feeding their animals with that. ASDA thinks it is good enough for us. Disgusting attitude.”
“Placed a order to be delivered last night had a phone call to tell me they wouldn't be able to deliver it. Which I was unhappy about as I have health problems and needed some of the order ASAP. Was put in contact with a manager who kept interrupting me and in the end I lost my temper with her and swore once she then put the phone down. So I called back and apologised and excepted a delivery for early today this was confirmed by the person on the phone.
Sat here waiting this morning and heard nothing from the store so I phoned the store only to be told thar after my call back and the promise of delivery this morning they had cancelled the whole order. You had better refund me straight away as far as I am concerned its a form of theft and breach of a contract made between your store and myself.
Please think twice about using asda as this is the 3rd complaint in a few months.”
