“I am sorry to be writing you however with what has happened I feel that there is no choice.
As you can see from the below email chain I raised my complaint through the formal channels to no avail and a poor outcome.
In summary my issue is as follows:
I saw a TV advert on the Wednesday showing Chateau Nerf Du Pape on offer. I proceeded to the Morley Superstore on Thursday to buy some. The offer was not on in the store and I was told it’s an online only offer and to buy online. The details regarding what happened after are on the below email chain. If the store had the wine on offer as per your advert then I would have bought and had no complaint as there was plenty of bottles in stock at the time.
I then placed a total of 7 orders trying to be able to purchase the wine. I rang customer services who did not help much. I then emailed customer service with an outline of the issues (below) and there response was to give me a £5 voucher and not answer my issues. I could not even buy a bottle for that but I don’t want any money off. I just want to be able to buy the wine. I feel that you should know that customers services have a duty to answer complaints and not just to give your money away.
I then replied asking further questions and your customer services team mentioned that stock levels are updated daily and again never answered the questions that I asked. My point is around if stock levels are updated daily then how can I place 7 orders and 6 are not fulfilled. I understand deliveries stored off site but you have both my address and the local store so stock levels should be more accurate.
All I want is to be able to buy the wine at the price advertised and if the store had the up to date promotion on then I would have been able to.
Thank you for taking the time to read and I look forward to your response.”
“I purchased lots upon lots of goods, microwave, cups, pans, vacuum cleaners, towels, glasses etc.
Within 18 months later every item that I have purchased has failed, shrunk or is of such inferior quality been replaced.
It was a false economy shopping at ASDA and regretted ever since.”
“I put an order for click and collect,and when I got home I noticed that a number of food stuff was not what I ordered,the replacement goods were cheaper and inferior,I then went into the store to find that the original goods that I ordered was in stock,I cannot understand why Asda put cheaper and near sell by date food In my order,never Shop again”
“I was expecting my delivery between 7.30-8.30..
Its now 1.35am and I am still waiting!!!!!
Appalling service.. Dont even have the decency to call and apologize for the delay.. I have rang them twice and they assured me that they would be here by 9.30-9.45.then they said 11!!
I have wasted my whole evening looking out of the window waiting!!”
“Thank you Asda and a happy not new year....
I trusted Asda for my New years day Dinner so i bought a Uncooked Chicken and 2 Lamb Rolled Breasts.... After cooking the Chicken to our Horror there were Maggots inside the Chicken and the Lamb Breasts were so fatty it was uneatable. I just wish i had taken photos but did not want to upset other customers by the pictures.
So for our New years day Dinner we ended up eating Tuna sandwiches and salad so thank again Asda in Carlisle Cumbria.”
“Abbey Park store in Coventry again.
In the run up to Christmas, I cancelled three orders ( plus one they cancelled as they could not deliver, and despite being assure it would be delivered the next day it was cancelled), including my Christmas delivery, as I had zero faith they would deliver what we needed. The orders prior to this were averaging 60% of what we ordered delivered. Ordered from Sainsbury and got every thing on all three orders.
Today I have an order coming from Asda, out of what I ordered, they are sending 31% of what was ordered.
Luckily Sainbury is a two minute drive away.
We are forced to go there in person because of Asda's failure.
Have also discovered that chicken is cheaper than Asda if you weigh it after it is cooked!
This we have found to be true of many products where Asda seems cheaper, they are not!
Asda's customer service does not even reply to messages, very disappointed all round with their lack of performance and the fact that they actually just don't care.”
“Asda has the worst delivery service across the country! Today it turned out that the driver gave up on finding my address and left without attempting the delivery. Even when the delivery is successful, the amount of substitutions/missing items is unacceptably high, not to mention the headache their poor online platform can cause whenever I place an order... Avoid Asda at all costs - they may be slightly cheaper than some of their competitors, but they are also by far the most unreliable one.”
“I am disgusted with Asda we were shielding so had recurrent slots all year but Xmas and New Year they just stopped those two crucial slots which I find is unacceptable. Luckily managed to get slots with Morrisons who also don't have 11 substitutes each week so now have moved yo Morrisons. Drivers much more professional too.”
“delivery was late when i rang was told would be there at a time that had already past and once it went past delivery time there was no update on time. will be going back to tesco as soon as i can get a delivery slot .rubbish customer service”
“Click and collect
2 substitutes were useless. Milk had less than a weeks shelf life. Cabbage was yellow. Never again. Is it your policy to palm shielding customers off with the left overs? It certainly seems so”
“Ordered 3 weeks prior for Xmas delivery to be told two days before,no stock
Total lies,store full of product.
Phoned customer services to cancel,and told to let them turn up and not accept ????? Mindless
Now waiting a week so far for my money back from a company that has millions,while I'm struggling .
Should be ashamed of your service it's weak and pathetic”
“I have yet to receive an order from ASDA that did not have damaged or missing items. By missing, I don't mean not available (thought there is a lot of that). I mean NOT picked properly. By damaged I mean a tin so badly dented that the lid seal had broken, liquid come out and then dried on top. Inside was rotten and stunk. The picker did not notice, apparently
This is my last ASDA order..”
“first time shopping online with ASDA and the amount of substituted items in my opinion for such a small order is poor. My main concern is that you charge up front and then let me down when you cant supply the items I ordered. If I shop in store I get the items I want go to the till and pay! So why not the same when I order online and pay when I collect then avoid you over charging and making me feel awkward when it come to accepting subsites, which bye the way two were in the store the day before!! I think you are more interested in your business than the customer, very poor. Shall not use again”
“Not impressed yet again Asda are putting there extremely vulnerable high risk customers at risk as all the other supermarkets are delivering newspapers again and Asda are not so even though I can have my shopping delivered I still have to go out and put my family at risk to get the newspapers also I have noticed on the Asda online grocery shopping you can buy magazines but not papers this needs sorting out”
“we ordered our groceries on the 14th of December for the next day between 9-10pm. Received a confirmation that the driver is on his way... waited until 12am and no one showed up. The following day our Asda account said that our delivery was successful! We didn’t receive anything. Immediately we phoned customer services and all the lady on the line could say is that sometimes the store doesn’t have enough drivers or food in store and all they could offer was a refund. Very unprofessional and disappointing.”
“I am 68 with disability and live in a flat. The driver turned up and refused to come into the block (small pensioner block) , swore at a neighbour who tried to explain I couldn’t come down and told me it was company policy not to enter ANY building. He took the food back telling me his life was important nd mine was all but over.
When I called the helpline they offered me a £15 voucher I wouldn’t be able to spend. If this is customer service I despair. Asda have lost not just my business but that of my very large family.”
“Help centre is totally disappointing! Could not get through to romford branch. Got a click and collect order ready to be collected however I was told to isolate. I could not get a delivery same day, needed food by the time click and collect was ready! They could not cancel my order and no refund for few days. I offered to go to the pick up point instead of going inside (isolation) this was I get the food I ordered and no contact with anyone.... still said they cant help me. Disgusting service. I shop inside the store most weeks and been fine but service on the phones are bad.
Avoid”
