“If there was a minus 0 star i would give it.
Lengthy story, but bottom line is they should stop online delivery if they aren't going to fulfill it right. Many people depend on it because it's one of the cheapest online groceries shop and it's not fair that they let us down so much! to be honest, i'd rather pay a bit more now and have piece of mind. It's too stressful to have to chase them when they mess up with your account.
My ordeal started in April, where like (i see now) many other people here, i was left without baby food/nappies, needed supplies. 6pm, I got a message that my order was on way. It never arrived. but they had taken the money out of my account and I was out of home the following day. after hours on the phone with cust service I asked for the order to be delivered the day after. what they did was cancel the first order and put a new order through. which didn't work because I has insufficient funds on my account (do they think we just have a pile of money they can be taking from any time they wish @_@?). So as it didn't go through and was cancelled, I actually didn't receive anything and had to do a new order. which finally arrived. so between the day of my first due delivery and the receipt of the order, there were 3-4 days! I was due to travel and didn't have enough nappy supplies. and on top of that it took them more than a week to refund my first order that never arrived.
i complained, and oh so great i got a voucher to use online. I didn't want to use it. i left it until a few days before it expired and gave in. used the voucher (September). what a mistake. They took the money out of my account straight, but when the order arrived, many things were missing. I assumed they would just sort the billing out - mistake! ONE MONTH later, my account gets debited with the full amount of the order. I had no idea what that was as I hadn't shopped there for a month! After digging i found out that their incompetent payment team refunded the original amount they took and then didn't take the right amount they were due, after deducting the unavailable items. then a month later, they tried to take the payment, voucher didn't work, and they charged me in full. Again - (do they think we just have a pile of money they can be taking from any time they wish @_@?) Phone call again with the cust service, some incompetent guy decided to refund me a random amount without listening carefully to my story. and he processed the refund without even confirming that I was happy with the amount to be refunded. When I realised, asked to speak to a supervisor, who then asked me to send screenshots of my orders as what they have on the system isn't the same i have (nice way to get rid of me). i did, and no replies after a week! i took onto twitter - where their response is slow too. Messaged them with the orders screenshots and guess what. even then their not able to get the numbers right. same thing happens. this persons decides to refund me an amount,that is not right. and again without waiting for a confirmation on my side. conclusion, after 2 rounds of refunds, 2 weeks passed, they still owe me a certain sum.
It's a waste of my time, it's a waste of their staff time (i don't care about them looking money of staff time) but it's emotionally draining when you know you have bills that will be deducted from your account but you have insufficient funds because Asda took money they shouldn't have from you account.
RIDICULOUS. I waited this long to put a bad review but people need to know and like someone else here, I think everyone should just boycott their online delivery.”
“I placed my online order because my cars broken down and I could not get out for my shopping with my four children, placing this order would be convenient, easier and helpful .
My order came and I took my bags inside, said good bye and started to put my shopping away and realised that the driver never gave me half of my shopping he left it in his van .
I called customer service and 1st they cut me off, so I had to call them back and then they informed me they had no direct contact with the driver and didnt know if he would return with the other half of my shopping .
After my conversation I was refunded for the missing shopping and given 4 weeks free delivery .
The driver never returned and I've lost all trust with Asda so I wont be ordering again.
A very upsetting expirience .”
“I have to have home delivery as I have ms and my husband has cancer all was good with delivery until a few months ago. Now things are unavailable everyday things like milk etc. The last two weeks my asda pizzas havent turned up or leg of lamb which is our food for the weekend. I am very dissapointed with this because we have to keep paying out for take aways which we really can’t afford you need to sort this out.”
“Pretty much Everything I want to order online has been unavailable for weeks now but it’s their on the shelf when you go in store so really doesn’t make sense also short date on a lot of items, been doing ASDA online shop for a long time now but actually considering going elsewhere as it doesn’t seem to be getting any better”
“Just tried the new version extra special asda moussaka...its a £1 cheaper at the moment..won't be buying it again..nothing special about it now, just bland”
“I have finally finished with ASDA. I have for months put up with damaged items, missing items,close to date items, several items not available every week! Last week delivery 35 minutes late, no warning! Today I have been texted it will be late again! No! its going back the whole lot. I have had enough of excuses and appologises but nothing changes! Morrisons from now on!”
“Ordered clothes as normal but now have to use Borderless. Took ages for the order to arrive complete with an invoice for £43.33 but they took £53.78 from my account ,then sadi it was not their problem !”
“Terrible service! 2 orders not delivered 1 because a "technical issue" and the other was a replacement order for the next day. After spending more than 90 minutes on the phone to the awful customer service team I was told the driver couldn't park and returned my order to the store even though I told the driver in the notes that there was a free car park just a few doors up and I would be willing to collect my shopping there. The drivers don't even call to tell you if there is an issue even though I provided a phone number! I have also been charged for the 2nd order as the customer service agent failed to cancel it :( Ordered from TESCO at 7pm last night and they delivered by 1pm today as the driver clearly read the notes, kept in contact to let me know where he was and what time he was arriving and had absolutely no issues with parking.
NEVER AGAIN!
If I could rate the service 0/10 I would.”
“All the substitutes are ridiculous. So bad my partner had to call into Tesco after a 13 hour shift. The packing? They put boxes of beer in bags and leave a full tray of tiny items which you’ve then to stand and lift out individually. Total disgrace, Tesco in future!”
“Over the past 7 months since my year's subscription (mistake) all sorts of things have gone wrong. Usually it is many items not available or short dates but has included damaged leaking items, leaving a bag of groceries on the van, not delivering bags of items as not on the van and today delivery will be up to 6 hours late (no explanation as to why). Along with overcharging and difficulty communicating with customer service due to language problems. Not once have I been offered free items or vouchers to make up for any inconvenience. I won't be renewing my subscription.”
“Charged twice for my food shop. Called customer service and got through to foreign call centre who have absolutely no clue what they are doing!! After 40 minutes of trying to explain (I would of had more luck talking to a wall!) I hung up before I totally lost my head. Why they bother having a call centre is beyond me my 4 year old is more educated and clued up than their staff!”
“This will be my last time I order my groceries online from ASDA what a dreadful company they don't even do what the customer has asked them I opted out for a substitution ignored me two of my items I ordered and it really confuses me I ordered 4 rolls bread rolls that out of stock and 2 cat foods very untrustworthy when a customer opt out of a substitution and they still give the customer a substitution ignored customers I would never recommend anyone to shop online at ASDA. The customer service woman who I spoke to about my order seems to not give a damn”
“If I could give them no stars I would. Food shop didn't turn up - no explanation. Still took my money. Was told I would be refunded within 5 days - that was over 2 weeks ago.
I since rebooked the delivery and they charged me AGAIN even though it was the same undelivered order. That night I was rushed to hospital so couldn't be there for the delivery. My partner called them and told them this. A week and a half later it is STILL being shown on my account as 'delivered'.
That's 2 lots of over £100 they owe me and no one seems to care or do anything about it, despite explaining that I can't afford to buy more food until I have those refunds. They blamed my bank however I had a refund elsewhere that went in within 24 hours so it's not my bank.
I will never shop at Asda again and I will be contacting trading standards.”
“I hadn't been advised via text/phone call that delivery was cancelled. I found out when I called your customer service. Totally unacceptable and will never use your supermarket again.
Asda shopper acts after her online delivery failed to turn up https://t.co/txpEiW5875”
“Awful customer service. Both online and on the phone. I've been left with no money and no food all because of Asda's new payment system. Just because I amended it. Last time I ever shop with Asda!!!!”
“My home delivery was cancelled on the 8th sept,no idea why,didnt see emails untill after work,text advising order cancelled 3pm,had to go to sainsburys,ruined my saturday.
One week on 15th sept,no conformation email,shopping arrives with 5 minutes to go,70 per cent missing,its a computer error says the driver,he has no paperwork or hand machine,i returned one item he said he would write it down. Truely hopeless,you charge more than others to deliver and deliver if and when you like and delivering what you like instead of what i asked for.I dread to think what money theu are taking for this charade.”
“Ordered a home delivery, delivery driver was sick and when speaking to customer services they hung up. Extremely rude and unacceptable service, we have been told to wait 5 days for a refund or pay again for another shop that might not arrive.
First time using ASDA and never again.”
“Your workers are racist I was spoken to rudely was made to wait for over 30 mins to drop a parcel off I was lied to by Asda workers and then told by a Asda worker that I have no chance being Asian my self I will have no chance making a complaint
I was told he gets racist remarks said to him and he works there I have recordings of the conversation and I will be taking this further
When I made written complaint all I got was sorry no letter no call back from the manager of the store
Asda Queslett has disrespectful rude racist workers who do not no how to treat or speak to people disgust behaviour and disgusting attitudes”
