“Absolutely awful delivery service with 26 items missing and then getting a refund turned into a nightmare. Still owed money. Their contemptuous attitude is a disgrace and it looks like I am now going to have to take them to court to get my money back. Ridiculous.”
“Awful online delivery service.
Late (no notice/explanation), numerous items unavailable, 26 items in total missing from order, security tag on wine bottle, they have made it virtually impossible to complain and customer services generally completely useless. Wasted most of my day. Thanks Asda. Other than all that, they are great. 🙄”
“The machine I used got jammed and didn’t count the coins I put in , the employees couldn’t fix it and as a result they stole 2ÂŁ , and touched my non bagged groceries a billion times which I threw away .”
“Live insects in salad, Horrific experience after being a customer for over 10 years
Purchased Asda spinach and pea shoot salad, both listed as “washed and ready to eat”. To my surprise as I’m tucking into my salad, a green and yellow caterpillar gets up out of it and glides out of it. As expected I threw the salad away immediately. About four hours later I began feeling nauseous and sick, and then was sick several times. I was sent home from work that evening and was off work the following day as well, the sickness continued throughout the day. The next day I decided to contact Asda as I was worried about the origin of the caterpillar and curious as to what parasite may have been in there. The response was not what I had expected from the customer service advisor Roselyn. Her response, was that Asda stopped using pesticides so you are now more likely to find insects in your food, amongst other possible things. I did not find this a satisfactory answer to something that is supposedly washed and ready to eat and the packaging gives no indication you are more likely to find insects in Asda products after the production/sourcing changes they have clearly made. She also rudely sent me a link that tells you how to wash fruit and vegetables. She treated me like a child telling me how to wash food, despite her company packaging saying it wouldn’t need to be. She then sarcastically said that she’s no medical officer and could not give me an indication into why I was being violently sick and made no attempt to investigate the complaint further. Frustrated, I politely advised this response was not acceptable. I also asked to be refunded for the food considering it had all gone in the bin, something Roselyn was too superior and lazy to do. Her colleague Ian then responded, again made no attempt to investigate further and disregarded all my original comments just like Roselyn. He replied asking what it is that I wanted….. I mean how lazy can you be that you have to ask a customer how to respond to the complaint, do these people have no training at all? I then advised him that I had not even been refunded for the food which I think was around ÂŁ3. I then get an email saying here have an extra ÂŁ7 on us as goodwill, and basically go away. As my sickness progressed and Asda made no effort to find out what was in that salad, my GP arranged a blood test. A few weeks later I finally have my test results and am now having to go through an injury lawyer to make a claim against the poisoning, the poor customer service and my loss of earnings from work. This could have all been avoided if I had help from the team at Asda, but it was overall a disastrous and stressful experience.”
“Failure of store manager to respond to letter of complaint. Asda North Swindon manager appears to not care at all. I have written, called in but nothing. So the manager has not acted professionally.”
“The shelves are often depleted with essential groceries and are filthy with piles of rice or the contents of whatever package has burst open all over the place.
The same goes for the freezers, filthy with frozen chips, vegetables strewn in the bottom where packages have burst and nobody has bothered to clean them before adding new produce.
The express checkouts are dirty with stains and crumbs on the conveyors and bag filling areas.
It feels as though the staff have been left to their own devices, there is no process or structure for restocking shelves - although there are plenty of staff blocking customers with large trolleys, picking for deliveries and collections. But nobody restocking the shelves.
The store is in need of a deep clean and a process put in place to ensure a standard of cleanliness is maintained, your main products are food, and stocking it on dirty shelves and freezers is unhygienic, generating bacteria.”
“Absolutely shocking service! On the tracker my shopping was showing up on the way right until the delivery time when suddenly I got a notification to say my food had arrived.. no further communication, I then had to call customer services for them to tell me my order had been cancelled due to the driver breaking down 2 hours ago!! Absolutely horrific communication leaving me waiting in for 2 hours for a delivery that was never coming not even the decency to ring and tell me this and then to just update the tracker saying delivered? What kind of company actually does that, totally awful best believe Asda has made a Tesco shopper out of me!”
“Asda merry hill store.
This was the worst shopping experience I have ever had. I wanted a make your own pizza on Saturday afternoon at 4pm to be told by the very rude member of staff that she wasn't making anymore as she was tiding up. Asked to speak to the manager who when she arrived was equally as rude and tried to justify why someone couldn't make a pizza. I asked for a number to complain to and she didn't know who or what I needed to do. Another colleague get their personal phone to check this. The number given didn't work so I was later accused of calling this staff member a liar!! Formal complaint raised but I'll never be entering this store again. Truly awful experience, avoid this store at all costs and go to Lidl instead”
“I went to fill up with petrol (self service). Entered Pin, the pump did not work. I was horrified to be notified I was charged ÂŁ662! It toom me an hour on store to try and get a refund. I was then even more horrified when the staff member made a mistake and debited rather than crediting my account, for another ÂŁ662. I am now ÂŁ1300+ out of pocket for 3 to 10 days. I spent 2 hours on the phone with customer services who simply filed a complaint and said someone will call me back - I am still waiting and have still not received the refund..Imagine I was a vulnerable customer... with no money. This is shocking!”
“I bought carrots with ASDA delivery today. Every farmer would think twice before feeding their animals with that. ASDA thinks it is good enough for us. Disgusting attitude.”
“Placed a order to be delivered last night had a phone call to tell me they wouldn't be able to deliver it. Which I was unhappy about as I have health problems and needed some of the order ASAP. Was put in contact with a manager who kept interrupting me and in the end I lost my temper with her and swore once she then put the phone down. So I called back and apologised and excepted a delivery for early today this was confirmed by the person on the phone.
Sat here waiting this morning and heard nothing from the store so I phoned the store only to be told thar after my call back and the promise of delivery this morning they had cancelled the whole order. You had better refund me straight away as far as I am concerned its a form of theft and breach of a contract made between your store and myself.
Please think twice about using asda as this is the 3rd complaint in a few months.”
“Basically ordered shopping did not get delivery phoned 8 times every time a different story even called a liar by a member of staff . And now out off pocket no refund no shopping”
“After looking on line decided to call at Asda for Famous Grouse and Harvey’s Sherry both on offer at ÂŁ19.50 and ÂŁ12.40.Dismayed as in store ÂŁ22.50 and ÂŁ14 got told different stores sell at different prices please what a load of rubbish if promoting thus price on line it should be the same price so left went to Tesco at least their prices were as on line.”
“Asda Swanley Super Store
The worst retailers in the world. Their driver took diesel on 29 September 2023. Card was declined by the card issuer. Driver was very rude and so was her manager. Promised to come and pay within 24 hours. Since then I have made several attempts to get this outstanding amount paid but the management at Swanley Store do not care. They told my manager to report to police. Would they let someone leave their store without paying, obviously not.
Tollgate Service Station BR2 6DQ”
“Do not order Asda home delivery. They frequently do not deliver, do not advise you they've cancelled your order and are very difficult to get your money back from.
Their insincere customer service will work very hard to stop you resolving the issue once its occurred. They have no complaints process and will only offer you the chance to reorder from them.”
“Few months ago me and my partner was stopped for no reason what so ever, she claimed we had stollen even though she has no proof and obviously because we didn’t thieve she has no reasonable suspicion but we was stopped anyways, our belongings was checked and of course verified we had no stole anything, fast forward few months . The same lady stopped us again and we asked what your suspicions and she said last time we stole ÂŁ4 worth of goods. Now that is a lie and she is trying to justify her actions which were completely false and unnecessary. One the first incident she claimed she was the manager and can do what she likes, we later found out that she was lying when we asked to speak to her superior. He told us he the manger and she’s just a worker. The second time (today) she stopped us she was smug, rude and smirking and trying to provoke a reaction because we were in the right and she was in the wrong and she didn’t like that so she lied and make tried provoking a reaction to try and make us the bad people and the ones in the wrong. All the customers saw what’s going on and off the premises told us they have the same problem with her also. Asda really need to look at who they employ because if they actually witnessed the behaviour of their worker, she’d be giving her p45!!!!!!! It’s not nice being called a thief when your not. It’s not nice having to justify why your angry because once agin you get stopped for no reason what so ever and to be told we were caught thieving last time round. BIG FAT LIE”
“Asda said they will promise to keep the prices down on essential items and they have they have changed the price of tissue the cheap toilet roll so many times in the last year and other items putting prices up on eggs and stuff and other cheap items that have promised to keep down and they keep putting up example the tissues was ÂŁ1.89 and promised to stay like to help with cost of living then few months gone up to ÂŁ1.97 then a few months later ÂŁ2.15 then few months later ÂŁ2.40 is this fair doing this . This is not the Asda promise”
“By far the worst online shopping I have experienced. NOT once have I ever received all the items I have ordered. I always receive substitutes (which are not healthy) and a few items are always out of stock. I will NOT be shopping with asda again.”
