“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.”
“Waited for my late delivery answered the door to a man who did not say a word. I asked why my shopping was not in bags as i had asked for them he just looked at me and then put his head down then tried explaining to him that I did not want any of the substitutions as again they were all rubbish he again just looked at me and did not say a word then after putting all my un bagged shopping on the floor he rushed out of the garden got in his van and left no explanation no nothing now I am stuck with a lot of useless items aswell as damaged items. Absolutely disgusted with asda as a regular shopper this is the way we are treated I will be going elsewhere from now on.”
“I was fined for parking too long in Asda car park, evidently I should spend less time eating and shopping in your store. SHAME, but I will not be wasting my hard earned money in your store again”
“again shopping delivered many subs all the meats will,be out of date in 2 days, 2 man team came to deliver, the driver sat there scoffing his lunch while the other man got my shopping, but had to advise him this is not all of it and he went back to the van and found the rest? spoke to customer service team abroad!!! an experience in itself, totally useless and not really worth the call, so decided to cancel my account with asda after supporting them for many years, this ends today I will be taking my custom to Tesco....”
“website confusing cant access changes easily poor foreign customer services rang 4 times and couldnt get any one to understand my english which isnt bad”
“Asda on line is a sham, Absolutely awful service. Will never make this mistake again. I just came out of hospital after a surgery and couldn’t come out of the house so I decided to order some groceries from Asda for home delivery. Worst mistake of my life, items were not delivered and they kept helping themselves to my account. Money taken out once and when I called to complain, I was reassured that it will be refunded in 24 to 48 hours, when I checked my account the next day, instead of the refund, another money had been taken out, I called again and It was quite a job finding a staff who knew what they were doing, I was shoved from pillar to post and was on the phone for So long; told to send my bank statement at one point. Very disappointing service.”
“Literally had to cancel 2 out of the last 4 deliveries as they failed to turn up in the agreed time slot AGAIN!! Even when I spoke to their call center (Which sounded like it had been outsourced to India) they could give me no window of when it might arrive. I have subsequently tried Tesco deliveries and they have been spot on every time. I wont use Asda online again!”
“NO STARS....
Order booked between 5pm-7pm. Rang Asda as they were late and was holding on for 8 mins, hung up as the driver turned up at 7:21pm. As usual, this may be the third time we've used this comedy act, the shopping was in the crates and myself and my partner had to pack the shopping in to our own carrier bags at the front door. Remind me again if ASDA provide a home shopping service to save you time and hassle of going to the shop?!! We never said we wanted to be packing shopping at our front door, we would certainly save ourselves the embarrassment and go to the bloody shop and pack it at the bloody till. This whole service is a sham. And they didn't even deliver a bag of fries, which the customer services operative said they would reimburse us along with the carrier bags we paid for. She also offered us a £5 voucher off our next order, but I declined it as I WILL NEVER SHOP WITH THIS OUTFIT AGAIN. ABSOLUTELY AWFUL SERVICE AND INSINCERE APOLOGIES. DON'T WASTE YOUR TIME WITH THIS LOT.”
“Delivery agreed 6pm to 8 pm . No show so I phoned at 9pm to see where it was . I was told it was on its way the driver must have been held up in traffic, likely story. Phoned again and after 15 minute waiting to speak to someone was told at 9.50pm it was delivered. I challenged this and was then told the driver could not find us. I said we had hundreds of deliveries and sat nav brings you to the door. I also asked why the driver did not phone us. I was told my money would be refunded and could reorder if I wanted to. No-one kept us informed by text, or phone, they just aborted and left us up in the air. They need to get their act together. Drivers should phone customers if they have a problem.”
