“Ordered groceries online. When delivery arrived 15 items missing and no explanation given. Tried contacting customer services who have not replied to my email.”
“Refused my £38 back for missing items, when I found out that a member of staff had taken my shopping when picking up click and collect ordered from Asda Dagenham
I have ordered from asda click and collect at least 5X each time items are missing. The last time I had £38 of missing items.
At the time i did not realise that it was this much as it was the last order and i had already waited 25 minutes before a member of staff came out to talk to me to tell me someone had taken my items. They told me it was a member of staff who had taken my original order and he had a few bits from large order. I was told the other items were being collected now. He then came back to tell me they were still shopping with a few more itemd so now i did not know what was there and what wasnt. After waiting over an hour in the freezing cold, in the secluded allocated spot which is pitch black, no CCTV and quite creepy late at night I thought will take the issue up with asda once I got home.
I rand within 2 hours of getting home but 9 weeks later, 3 recored phone calls (that I sent them where I was originally promised this refund time and time again) and 7 long emails later explaining my shopping was taken by a member of their staff.
I have been refused my refund as it seems, my time has run out to get it.
I am so angry but it seems there is nothing I can do. Wrong on so many levels. I will never use asda again. I should have learnt from my previous orders of wrong or missing items”
“Refused my £38 back for missing items, when I found out that a member of staff had taken my shopping when picking up click and collect ordered from Asda Dagenham
I have ordered from asda click and collect at least 5X each time items are missing. The last time I had £38 of missing items.
At the time i did not realise that it was this much as it was the last order and i had already waited 25 minutes before a member of staff came out to talk to me to tell me someone had taken my items. They told me it was a member of staff who had taken my original order and he had a few bits from large order. I was told the other items were being collected now. He then came back to tell me they were still shopping with a few more itemd so now i did not know what was there and what wasnt. After waiting over an hour in the freezing cold, in the secluded allocated spot which is pitch black, no CCTV and quite creepy late at night I thought will take the issue up with asda once I got home.
I rand within 2 hours of getting home but 9 weeks later, 3 recored phone calls (that I sent them where I was originally promised this refund time and time again) and 7 long emails later explaining my shopping was taken by a member of their staff.
I have been refused my refund as it seems, my time has run out to get it.
I am so angry but it seems there is nothing I can do. Wrong on so many levels. I will never use asda again. I should have learnt from my previous orders of wrong or missing items”
“Placed my Asda order at 10am as am hosting party at 8pm that evening.
delivery was scheduled 11-1pm . at 1.01 having not received my goods i went on Asda app and realised they had cancelled my order at 1.10. having called customer care i understood Asda using delivery through a third party can do this at any time with no notice required. I was refunded the Monday and had to call customer care to arrange another delivery slot 2-4 pm. Again at 4.01 I realised this order too has been cancelled. I am now on my third order which states the driver is in store awaiting for goods to be dropped, the amount of time delay has resulted in significant substitutions, and my order is currently 1 hour late with no news on when it will arrive. Once again I contacted customer care and received the Uber drivers number. When calling this i got no answer. As I am in a wheelchair i rely on this delivery service with Asda standard delivery never failing before.
I would strongly recommend against using this express service which charges £8.50 for delivery of food that does not seem to arrive”
“will never order express delivery 40 pounds worth of my food missing
Paid 8.50 for express delivery only to be told they can only give me a e voucher that's worth only 5 pounds and I would have to reorder again
What joke how can this happen when they have a shopping list appalling”
“i been to asda Bristol bed minster staff are very rude staff are taking reduced items before customers favoritism going on same customers getting reduced items before anybody else i spoke to head office waste of time the other customers are racist”
“Asda pizza counter at pudsey owlcotes two woman behind counter so rude when I was ordering w half and half pizzas but the week before a different lady absolutely lovely nothing too much trouble understood what pizzas I wanted even tho they weren't on menu but today I found they were making me look a fool”
“Left my prescription sunglasses in Asda at Clacton, 4 days ago and it’s impossible to contact the store direct as they are not taking calls. Phoned customer service and they said would transfer me to the store, the phone went dead on two occasions. Couldn’t go into the store as went away later that day. Nothing on help line that mentions Lost property.
Anon”
“I do NOT want to be subjected to awful ‘music.’ I can go to a nightclub for that. The shopping experience in Asda is appalling for people like me that want to shop in peace and quiet and have a conversation with the person I’m with.”
“I had a delivery booked for 8-9pm last night. I waited up until 11pm (too late for me) and it never turned up. I phoned this morning and was told the driver broke down at 9pm. Why was this not communicated to me. If I’d been told sooner my husband could have gone out at that time to get essentials ie nappies for my sick daughter. But I wasn’t told anything until I phoned up this morning. Now I have no nappies and can’t get out to the shops. The £8 voucher offered is quite frankly an insult to the level of inconvenience that has been caused.”
“Last week, an ASDA van was parked touching my car. I only know this because a neighbour left a note after seeing it happen. Sure enough, there is a scrape on a door handle and a smear of "ASDA green" paint.
Of course, any competently run company with a fleet of vans will have 360 degree cameras on each vehicle. Unfortunately, this is not a competently run company.
I was contacted by the relevant branch who told me to go through my insurance company. It's unlikely that this will be economical for me, and the stress puts me off. They told me that it "could have been the neighbour" who hit my car, which is an insult to my intelligence. They also told me that they had asked all of their drivers if they had hit anyone and they denied doing so, meaning at least one of their employees is either incompetent or a liar.
ASDA's handling of the situation falls short in terms of ethics and business sense. They have cost me money through no fault of my own, and have underestimated just how vindictive someone can be in terms of retribution. They have lost ~40 years of future custom from me, as I'll never shop there again. You don't need to be a genius to work out how much that has lost them relative to the small sum they could have offered me in compensation.”
“As a former employee, so glad to have finally got out. The culture is one of, under paid, over worked, incompetent lazy management, who don’t care for the colleagues. The cleaning has gone down hill since the 2 brothers who own it, cancelled the contracted cleaning team in store. Heath and safety is now drastically exposed due to cleaning being unimportant, profit before health and safety!!”
“Everytime I go to Asda, I am picked for the Scan & Go - I use this service as I am usually in a rush and like to pack my own bags -- On the 5th Occurrence in a row - i was selected and they had to scan over 80 pounds of products twice which not only caused unnecessary embarrassment but delays to the point I was late going to swimming - the amount had tallied and to be fair the lady did say sorry a lot.
When I dialed customer service - they advised that scan & go is random and based on shopping habits assocated with you - I broke down my receipts and nothing stands out as strange as I would not buy high value items that would trigger an alert like alcohol and could not explain why i was picked 5 times in a row despite it being random.
When asked if I could have something to reimburse me for the time lost, inconvenience and embarrassment, I was told if i did not like it to go shop in Tesco on a phone call made on 0800 952 0101 at 16:37 on the 11th April.
I will continue to avoid Asda at all costs and get friends, family & work colleagues to do the same as they do not appreciate custom an dhappy to spend my weekly shop elsewhere..... So they can do one.”
“Basically I had a delivery on Monday morning and part of my order I ordered 3 steak which retail around £3 each and even though I have substitutions and they did not deliver my steak I ordered and no substitute, and also for years I have been ordering Asda smoked kipper fillets I have not been able to get any and if you Google them other Asda stores including another Asda store in Bristol still sell them, and I also have been ordering Holland steak and kidney puddings from my local Asda store but they do not sell them anymore and now only sell tinned ones but these are high in sugar and carbohydrates and my husband is a type one diabetic, but if you also Google the Holland steak and kidney puddings Asda other stores still sell them, including another Bristol store, and no one can drive in our house for medical reasons and we have no transport or support nearby, and the only way I can get these is by either paying £5 bus fee or delivery fee , this is not very helpful for there customers,”
“Asda was once my supermarket of choice, recent changes in store have forced me to shop at Morrison’s, Asda no longer operate a butchers at my local store and have now even shut the bakery 😆, prices seemed to have increased over the other supermarkets. I now think even Aldi has more appeal!!”
“Delivery was late, driver was unhelpful and did nothing but moan, half of my shopping was missing and they have refused to refund the money, I have been robbed by Asda”
“Delivery did not arrive today
Made a complaint to Asda today as my online grocery order did not arrive. I received an order confirmation email but no updates on delivery. After waiting 2 hours from the expected delivery slot I called customer services to find out where my order is to be told the driver had marked it as a “missed delivery” as he could not find my address?! No phone call from the driver or Asda just marked as missed. Crazy when Asda have been delivering here for years.
Response to my complaint was the usual apologies and then the phrase “unprecedented times” thrown in. That would have probably worked in 2020 when there was a pandemic but not now for very bad customer service.
Needing to wait now for my monies to be refunded back to me as it is still pending payment.
I have made the decision to cancel future orders and will not be using their online shopping again.”
