“Whilst I appreciate due to Corona virus that businesses are having difficulties not previously encountered. However we are now in August and whilst other supermarket chains seem to have overcome stock shortages a several months ago, ASDA (Lancing store) still seems to struggle with stock issues for online deliveries.
We have been in strict self isolation since the beginning of March 2020. Taking all measures to try and avoid Convid19, we started using supermarket online grocery delivery services. Initially we were only able to obtain slots from Tesco and ASDA. At first both chains suffered stock issues with bread, rice, pasta ect, due to some people bulk buying. We opted for ASDA deliveries when possible, as initially we preferred the service and the extra care (safety wise) taken by the ASDA drivers when delivering.
As time went on, we became more and more frustrated, as to obtain a slot with ASDA you have to book two weeks in advance and then not having the items we wanted on the delivery date. Our second and third shop with ASDA, having secured a slot and placing your grocery order two weeks prior to delivery. Initially we did not log back in to check the order and only received a fraction of the items we wanted, this included eggs, bread, meat and other basic essentials. There were several substitutions, for example frozen butternut squash instead of fresh carrots and peas instead of broccoli and they did refund the butternut squash, when emailed that these were no acceptable substitutions.
From that point onward, we logged in one or two days before the delivery date and each time we would receive a message saying these items are not available. In some instances 50% of our shop. Many of the items we wanted are still not available, such as; Pitta bread (white or wholemeal) bake at home baguettes, some rice and pasta.
Other items you would expect a super market not to run short of ASDA (Lancing store) frequently come up as not available when trying to order. For example steak and mince, pork, lamb, broccoli, carrots, a range of pies, burgers, soya milk, pasta, own brand curry sauce, strawberries, Ribenea, lemon squash, orange squash, freshly squeezed orange, Walkers chicken-salt and vinegar and cheese and onion crisps, Smith;s salt and shake crisps, Frozen peas (except then as a substitute for broccoli), lemons, cabbage, kale, rice, many types of cereal, fresh burgers and frozen burgers, various breads, The list goes on. Although we have always been able to get plenty of bananas and avocados , one can only surmise that the stock controller for ASDA Lancing like bananas and avocados, not presumably together.
Mid July we moved house (tricky whilst still self isolating) I placed an order to have groceries delivered in a few days after the move. Being concerned that I could not add to delivery addressed in my ASDA account I called ASDA customer services and was told that because my debit card was still registered at the then current address, I could not have the groceries delivered to another address. explaining that having to order the shop two weeks in advance and still having to purchase things for the move, I was not changing my details with the bank until the last minute. I was told that if I secured a slot and placed an order I would be able to switch the address once the billing address for my debit card was updated.
I actually did this four days after the conversation with customer services, after the payment to the moving company had been processed. Once conformation the address had been changed arrived from my bank, I logged on to ASDA and tried to change the delivery address, I tired everything I could think of. I called customer services and was told as after 7:00pm on a Friday, I would need to call back Monday when the relevant team would be there. I called and was told it was not possible to change the address, that I would have to book another slot. Which would mean having a week without groceries and we had run most things down not to have to move loads of food. I explained this and received apathy and total nonchalance, even after offering to provide the letter written by my GP advising as a person at extreme risk I needed to strictly isolate. I was told that is no other option, even though the advise I received from ASDA had led to the issue.
Now facing a week without groceries, I tried Sainsburys and we have not suffered any of these issues with them. Although admittedly they are more expensive.”
“7.15 am 16/6/2020 Scan & Go not Switched on.
On line shopping colleagues not following one way system
No announcements being made to remind customers to follow one way system”
“I have been a customer for years but I am not impressed with you I have not been able to get some products for weeks,and the product are Asda fat metaboliser tablets,and Asda Glucosamine sulphate and vitamin c, and you only sell expensive brand products, and yet again I had to go somewhere else and the similar product to Asda fat metaboliser was more expensive but not as expensive as the brand name product ,and because of this I could not afford the similar product to Asda glucosamine sulphate and vitamin c,so had to go without and we are in total lockdown and no one can leave the house and we do not have any family to help us nearby”
“I have been a loyal customer for years but we are in total lockdown,and yet again I could not get some products it is being going on for weeks now and one of the products is Asda Glucosamine sulphate and vitamin c and Asda fat metaboliser,and because you do not have them I had to buy a similar product for the fat metaboliser which was more expensive than the Asda product but not as expensive as the brand product you are now selling ,and because it was so expensive I could not afford the brand version you are selling instead of Asda Glucosamine sulphate and vitamin c so I had to go without and we are in total lockdown and no one can leave the house and we have no family to help us nearby”
“Asda Longwell Green. I've been shopping here for at least 20 years but since Covid I've noticed that some of the staff have got rather high and mighty attitudes.
I appreciate they are continuing to go into work and can be putting themselves at risk and I thank them for that, I myself am a key work at the Bristol Royal Infirmary but I don't feel that I need to wander around the store wearing my staff pass.
I am amazed every week at the number of staff who are collecting the online shops walking the wrong way in aisles that are clearly marked with arrows and pay no attention to social distancing even though there are constant tannoy announcements telling us to observe this. One member of staff even said that she was allowed to ignore the arrows as she works there! I really think they should be setting an example.
Some staff have full face visors and walk around with a very bad attitude and are quick to try to advise on social distancing.
I hope some of these particular staff members never have to experience anything to do with Covid although it might sort their attitudes out.”
“Do not understand why Asda need to take money for shopping before the actual date of delivery. Sainsburys manage to do this on the day of delivery and after shopping has been picked so you only pay for what you have had delivered. This is my 2nd order in 4 weeks with priority delivery. Last time no milk, no flour, no eggs and other bits but was still charged for and then refunded a few days later. I have another order due tomorrow. Have already been told early this morning that some stuff is not available but the full amount has still been charged to my bank. Come tomorrow I am sure there will be other stuff not available, as happened last time. Why can Asda not charge when the final shop is known on delivery day. Don't think I will be using their online shopping again after tomorrow.”
“I did feedback but the issue keeps happening it has been happening for weeks now I order two packets of kippers and only get on one packet of smoked haddock,and I gave one positive thing on the feedback that the beer substitute was really ok and hubby likes the substitutes,but I don’t think Asda have read the feedback properly and I read my email this morning and the same issue with the kippers has happened again but on top of that the beer is out of stock but instead of substituting it they are not delivering any of the beer at all”
“I have given feedback about the same issue lots of times and it keeps happening I order two packets of kippers and you substitute them but only give me one packet of smoked haddock as a substitute,I gave a feedback back on my last order about this but I also gave you a compliment about the beer substitutes and my husband liked them but I don’t think the feedback was read properly as today I have read my Asda email and you have given me the same substitute for kippers again but on top of that the beer was out of stock and instead of substituting it you are sending none at all,and my husband is on the clinically (medically)list and no one can leave the house at all”
“Thurmaston store. I definitely don’t feel safe shopping here during the current pandemic. Social distancing rules are totally ignored by people once inside the store. Even the staff brush past you. One way system is ignored and people block the aisles while they stand and chat or dither about what to buy. People seem oblivious of the 2 metre rule as they are too concerned with chatting & looking after themselves.”
“Ordering online is useless. Their stock system doesn't work. Order today "in stock" - tomorrows delivery half of your order is "out of stock"... pathetic really. They obviously don't have a stock system.”
“Someone should be checking that the bar codes at the till match the price displayed on the packaging. I have just shopped at Asda Dunstable and when I got home I was checking my receipt for a couple of items I bought for a neighbour. I bought 3 packs of boneless lamb leg steaks, all clearly marked at £4.98 on each pack. On checking my receipt I found I had been charged £5.50 per pack. I am thoroughly disgusted. They may have been at the higher price several weeks ago but the price has been £4.98 for some time now. I cannot get through on the phone, they are not taking calls. I am not amused.”
“The staff were very helpful in Caldicot. Unfortunately the customers were not following the one way system or keeping their distance. I felt very unsafe, no fault to the staff. Thank you for trying.”
“Had a click and collect and told a few items out of stock to queued outside for 20 mins went in store and all the items that were out of stock there on the shelves what's the point in that”
“Click and collect. 1/3 of order not available. Went into store and bought them. What is the point. Waiting over 3 weeks for a slot. Granted unusual circumstances but bread and milk were items missing and exact items available in store. Poor!”
“I have been calling the line for the piority slots from 9 this morning to half past two and no one is replying to me we are struggling to get food online shopping my husband is on the high risk and vulnerable on the government website and his doctor is so worried about the customer service and the situation that they have emailed us his conditions but I can not get through to talk about this not happy”
“Delivery man had no gloves, no protective gears whatsoever. The shopping wasn’t packed and he was expecting me to unload the crates full of loose items from my doorstep. Where is the social distancing? On top of that he wasn’t happy that I was isolated, he knew it, it was stated with my order. I told him to leave everything in the crates and collect when he’s back in the area. Seriously, I thought it would be better organised than that! I had no problem with Morrison’s (the best) or Tesco.”
“I went to Wakefield asda as it opened thinking it was the over 70 hour....I must have been wrong. Queue well managed but the rest....well if I had not been exposed to the virus before my chances now have trebled. Asda employees no gloves or masks, walking very near to customers and generally doing little about government guidance. Too many people in the store and even though it is large impossible to socially distance..doorman just waving customers through. No point for many elderly people saying 2 metres they were taught imperial and know what a couple of yards is better....all publicity wrong to not say both. Many couples and families there so one person rule not enforced. I could go on.......you need to do something about this......Tesco in most stores have got it right.”
