“I bought a few items online to try their OnlineGrocery service.
Result?
The 1st time the delivery failed (not my fault!).
I had to book another slot for additional charge...
Already disappointing but here comes the best.
I was CHARGED TWICE for the same order.
And after 3 months of complaints with the customer service, I still received NO refund.
Unacceptable.”
“Worst service ever! Took payment for my order, but due to 'technical difficulties' the leeds branch cancelled all orders. So I am 4 months pregnant and have 2 children to feed, yet no money left and no groceries I've paid for! Been told they would call me and still heard nothing!”
“Very bad customer service in my new local asda stone court.very very disappointing.i order by click and collect .went to pick my order show them my card the one I paid with,give them my order number but made the big fuss about my name on the card it doesn't have my married name on it.show them my id and everything.but no sorry or any applogy and staff were rude.very shamful.....”
“Asda Directs customer service is an absolute joke
I ordered 3 items with a delivery date of the 26th September This was for some reason then split between 2 couriers, Yodel and Hermes.
The Yodel delivery came much quicker than this, which is by no means a bad thing. However the process seemed to fall down a little bit. At 13:31 I got both a text and an email from them to say that my order would be delivered between 9:00 - 13:00. The notification after the fact meant I was unable to have anyone in to sign for the items. The courier left one item in my porch and the other larger one with a neighbour.
However the 3rd item (Wyndham Brushed Aluminium 2 Seat Dining Bench) was being sent by Hermes who I can see received this item on the 23rd. it then sat in there hub for 3 days which seemed a bit odd, but I was aware that it wasn't due to be delivered until the 26th
on the 26th I phoned them up early morning to get confirmation that it would be delivered as I was concerned that the tracking hadn't been updated and was told it was definitely going to turn up and to stay in all day. Needless to say it didn't turn up.
After contacting them on various different medias I finally got a call back to say that it had been lost and that they were refunding me and I need to reorder the item.
I expressed that this was unacceptable and you need to resend the order, apparently this isn't their policy and I need to reorder.
I also voiced my concern that it might no longer be available or the price may have gone up as it was a clearance item. The person I called checked and said it was still available at the same price.
We'll I've just been on to re-order immediately after that phone call and the item is no longer available.
I'd requested to speak to a manager and was told one would have to phone me back, which would happen in 2-3 hours. The call never came.
I sent them a Facebook message later that day and when they failed to respond I posted the message to one of their posts. Which the following day received a reply telling me to message them direct. I highlighted that I had already done this, but messaged them anyway to which I had no reply. I then attempted to contact them on Twitter as well. After giving up this avenue and trying to call them again I found that whenever I gave them my order number and name I would be promptly disconnected.
The lost item was part of a set of garden furniture of which I now have no way of contacting them to arrange for the rest of it to be returned.
This is absolutely disgusting behaviour from such a large company, I can’t believe they would act in this way. The lost delivery could have easily been resolved but the way they dealt with this is shocking.”
“Very unhappy with asda customer service as i have phoned them 4 time in as many weeks regarding a dobble payment being taken for one shop last month and it takes forever to get someone on the phone and when u do they give you the run around this matter has still not been sorted would not recommend anyone use asda online shopping very poor service.”
“Very unhappy with asda customer service as i have phoned them 4 time in as many weeks regarding a dobble payment being taken for one shop last month and it takes forever to get someone on the phone and when u do they give you the run around this matter has still not been sorted would not recommend anyone use asda online shopping very poor service.”
“Very unhappy with asda customer service as i have phoned them 4 time in as many weeks regarding a dobble payment being taken for one shop last month and it takes forever to get someone on the phone and when u do they give you the run around this matter has still not been sorted would not recommend anyone use asda online shopping very poor service.”
“Please can someone explain to me why customer services closes at 10.PM for a (large retail) Asda store opened 24 hrs? I bought 2 pair of school shoes for my son from my local Asda store in Pentwyn, Cardiff 2 days ago at 2 am. They were the wrong sizes so decided to go back the next day when the kids are in bed, to exchange them at midnight. The till assistant refused. They wanted me to buy the second set with the right side and then come back the following day to ask for a refund when customer service is open. Whats even sad, is the fact that the staff was very rude with her attitude and couldn't understand my frustrations knowing fully well that other Asda stores have customer services open 24 hrs. Now stuck with 2 shoes thats too big for my son and wont be able to exchange it until the weekend when i will be able to go in to see customer services. They might as well be closed.
I was so crossed i went to complain online then found out their website was a complete joke. No where to complain, the web page kept opening new home pages. Rubbish!!!
Why is the store open 24 hrs if customer services is not open? Not good.”
“Very disappointing customer service, I pre ordered 53 packets of cookies well in advance. I saw the order details put into the order book myself, when Isent to collect them, they had not been ordered, the staff couldn't have cared less, very rude, 'To bad, we can't do anything about it now' . This was at the Middlebrooke store, Bolton. I would not recommend them. You cannot rely on them, I certainly will think twice before I shop at Asda again.”
“Awful service!! worst home delivery of all supermarket chains!! We ordered groceries on
scheduled to be delivered on Thursday 17th September 8-10 PM slot order#17691245785
and STILL awaiting delivery of same while writing this on 21st September.
What is apalling is the way ASDA representatives have acted in this whole matter, we have called
them everyday since Thursday enquiring order status but all we get is recited response from their
rude customer care and NO action. Every single time we have called complaints department they have
been casual about this and end up saying store manager will call us but to our dismay this store
manager is nowhere to be found or never gets in touch. How can one of the major chains in
supermarket be so unprofessional!!!
We have used other supermarket chains Tesco, Morrisons etc and they have been so good with
constant delivery information or prior notice about delivery status if it is getting late for 5 mins etc.
This is last time we are ordering anything for delivery from ASDA.”
“I have never dealt with a company this bad at customer service. i ordered a rug from asda direct and the website stated that click and collect wasn't available so it could only be delivered to my address (for £8.95!). So I waited at home all day on the date they gave me but it didn't appear. A week went by and still nothing so they refunded me and gave me a £5 evoucher. I decided to try again and ordered the same item again. They stated it was going to be delievered on Friday but surprise surprise it didn't arrive. It's now the following Monday and still nothing. I have used their online contect form to keepasking where it is but the only response I get is "it's on it's way, everything is fine". Everything is certainly not fine!!! What I don't understand is why the website states this item is a 48hour delivery item when they use Hermes which only works on a 5day delivery basis. Hermes tracking facility is worse than useless. I will never use Asda again!”
“Sadly the Isle of Man is not recognised. The IOM has same postal rates and is part of GB but not part of Asda's delivery territory . I was told to use International Delivery but the Isle of Man does not exist. I could send it to many countries but not an island off the coast of England!
Hey-ho . Perhaps management would check it out.
The telephonist was courteous.
Maybe the company does not know where the IOM is?”
“Waited for a refund from a home delivery, we hadn't received items and the substitutes we had were the complete opposite to what was ordered.
We were told by cs that it would take 3-5 days for a refund.....7-8 days nothing so we called cs and over an hour on the phone (mostly on hold) we were told someone will call back, surprise they didn't. We called again asking for a manager and was told someone will call back, we demanded to speak to one then and there, the manager said we didn't get a refund because someone was supposed to call to discuss refund!?!
He said he will pay this into the account along with compensation.
Well we waited and after 2 weeks and 5 hours waiting and talking on the phone the refund was in the bank!! Woo...but no sorry compensation.
So another 40 min wait on the phone with the cs umming and uhhhrrring they said they will call back, you guessed it within 2 hours but this didn't happen, so another phone call to them and the excuse was the previous person did not log it on properly. They are taking the mick ! Conveniently no manager was available. BS.
So waiting again for the phone calls that will never arrive or the money.
A big company like asda should be ashamed of themselves. It's a disgrace.”
“I will never use asda delivery pass again..The option for cancelling auto renew has been taken off your account.You have to sit on hold for nearly 15mins to get through to customer services.Promised it was cancelled but NO still set for auto renew.3 phone calls and two emails and its not changed.I wont even go into detail about how long its taking me to get a refund for items I was charged for that were actually UNAVAILABLE. The worst customer service Ive ever had the displeasure to use.Will be shopping elsewhere in future.”
“Absolutely furious, asda had a system error that meant our shopping was a day late, that would of been fine as they did apologise, however my shopping turned up with 18 items missing to the tune of £45. I can not afford to wait 5 days for a refund as the items missing were necessities, so I asked for this to be redelivered this did not turn up, contacted asda yet again to be told I wasn't in when they tried to deliver, I was in all day no one came. So I am here still the following day still without shopping I will never use asda again”
“The call centre staff employed by Asda are the worst trained. They have given me incorrect information about deliveries that have not arrived, money taken from me for the same order twice, promise that a manager will call you back but nobody does. And its funny how everyone in India has a name beginning with 'Rosh'....I'm beginning to doubt they provide their real names! Terrible service.”
“Used asda home delivery for the first time last week with a time slot between 1-3pm ...nothing arrived...no phone call...nothing.
Contacted asda customer service to find the Indian advisor could barely speak English.what a joke...il never shop at asda again!!”
“Terrible home shopping service asda just send you all short dated items and the fattiest pieces of meat they can find!! Just to get them off the shelves!!
Waste of money you end up throwing out more than you keep!!”
“I order home delivery first time and i will never do it again. Some things are missing some things was smashed instead of one I got other..just horrible.”
