“Shocking service if I could give no star rating I would, ordered coffee machine yesterday at £29.00 order confirmed. Today received email stating my order is cancelled as product not available but it is available they have increased price to £69.96, called customer service who are zero help, tried asking for supervisor getting nowhere, a will definitely not be using again.”
“Absolutely devasted. There were so many missing items from my online delivery. They emailed me on the day of the delivery to tell me. I complained and the said they would refund my delivery, provide a 10 voucher and guarantee delivery of my turkey. They did none of this and just delivered it with all the missing items. I am totally gutted and so angry.”
“Collection internet shopping. Is it really acceptable to use the app and inform you we are on our way, armed with our confirmation email saying 5 substitutions, to then wait 90 mins for our order to be bought out, with chiller dept missing and told they picking it now. To then find freezer items defrosted and ice cream dripping. To then insist on a new ice cream at the obvious inconvenience to the staff member. Having gone in store to ask for manager, he refused to come out and the security guard herself was amazed that he refused a customer. We werent the only ones complaining. People on front of us has to hand 4 bags back as incorrect and not her shopping. I then ring customer service to complain to be on the phone, mainly on hold for 35 mins to demand a manager, to only have another telephonsit call me back.
All freezer food has to be thrown, asda seem to think defrosted raw chicken is fine for a family to eat. Email to head office written. Furious!”
“I ordered my Christmas food shop late November early December arranging delivery yesterday 22nd. I was working my Son unpacked I received Asda's email informing me 23 items had been substituted and clementines&mulled wine unavailable!! I called customer services which lasted for over 15mins!! After a long day working I then had to drive to a supermarket to buy Sauvingon Blanc which Asda substituted with Merlot!! Bacon to add to the basic sprouts not the type ordered with chestnuts and bacon.Prepared parsnips with honey were replaced with raw parsnips along with the sprouts I shall now have to prepare instead of just putting them in the oven!! I had to buy clementines and mulled wine costing £30 on top of the £250 Asda shop! Customer services are terrible I cannot understand what they say..I finally returned home to seie a parcel from George at Asda addressed to me which I had not ordered ,on opening the person ordering this item lives in Somerset I live in Kent her name is Susy mine is Julie!!! Never shop online at Asda it is distastrous even more so at this time of year!!!”
“Ordered click and collect on Monday. Went to ASDA Trafford park to collect order on Friday. Did other shopping first, skipped the pigs and blanket because I had ordered some already. Went to go get the order, ASDA employee said nothing as handed me the bag, I noticed that there were no pigs in a blanket not to mention I didn’t order half the stuff in the bag. Spent 40 minutes trying to sort it that night and a further 20 minutes this morning on the phone. Customer service told me they do the order on the day of collection. What is the point of ordering and paying in advance if the items aren’t getting reserved. CLICK AND COLLECT IS A WASTE OF TIME.”
“I placed my order 3 days before collection, bit many items were substituted, SO I HAVE TO GO SHOPPING ANYWAY. Complete waste of my time. Can tou not even get the order right with 3 days notice? At Asda? REALLY??
Will never use again.
Thanks for absolutely nothing!”
“After visiting Asda store in Llandudno on the 20th dec, when arriving at the till we had to self serve.we had a trolley full, and had vouchers to pay with and they didnt go through.We had to go to somebody else.It had taken us an hour to get there and anotjer hour to get home.Then to unpack.I am disabled ,i was absolutely knackered It was 12.30 when i went to bed.Never again.”
“On 5/12 I ordered 6 bottles of a specific brandy and ticked no substitutions. Since then I have spent time on several phone calls and emails. I refuse to pick up something I did order and then use my petrol to drive a further 20 odd miles to return it. However, as yest even though they stated on one of the phone thsat they would refund my money nothing has been received and the order according to their web-page was picked up by me.”
“Ordered £149 worth of shopping the delivery driver of Asda only bought me £76 worth of shopping Asda refunded me £56 and kept the rest for them self So I am out of pocket of £18 how s big well-known supermarket can do this to a customer is beyond me stealing your money that's got to be wrong it's absolutely disgusting and appalling definitely be going to the citizens advice”
“We normally either shop in ASDA Cheltenham or Gloucester. The difference between the two stores is amazing. Asked at customer services in Cheltenham for Cheltenham for a £10 note to be exchanged for 2x£5 note. Response no prolem - happy to help. Same scenario in Gloucester waited in a long line at customer whilst checkout op held a lengthy discussion with customers sahe very obviously knew about xmas shopping and how much time she spent on wrapping presents. When asked politely for a £10 note to be changed she refused stating its ASDA policy not to offer a change facility. The official response I got back in an email from ASDA stated if you do not buy anything the operator cannot open the till. What a lame and useless excuse, if it can be done in Cheltenham why not Gloucester. The difference in attitude of staff between these stores is amazing.”
“I was ripped off badley doing online shopping earlier in the year. I spent £34 by debit card then they wanted an extra £34 because it wasnt in my account they cancelled my shopping online i never got my £34 back from them i was charged 2 lots of £34 i had no food in and had to borrow money from my mum to get food in from another store. I went into a Grimsby store few months back in july to get some bits and bobs of food the store machines wont work in i stood ages to get a member of staff to help me and give me a bag. To be told no sorry you cant pay by debit card its cash only machine i then had to go and use another machine with the member of asda staff laughing and smirking on her face. I felt humiliated and embarrassed by the whole experience. Im disabled with a anxiety disorder it was awful i couldnt wait to get out of there the whole experience in asdas put me off ever shopping there again online and in the store. I think to publicly huminated me of front of others ive not forgotten it”
“My husband and I pay Asda in instalments for a delivery slot that’s best suits us. When we first started ordering from Asda, it was fantastic service, however, the past 6 shops have been disastrous. They are always late and never give a valid reason why. We order it at the time when my husband is home as I am heavily pregnant and cannot carry the shop up two flights of stairs. The most we have ever got as a way of an apology is a £5 voucher which doesn’t even cover the amount we have paid monthly for a delivery slot. Once, we received our shop 2 hours late, looked at the receipt and it was even ours! Meaning they’d mixed up our receipt and another persons, which had our personal data on! Surely this is a DPA breach as the other person now knows where we live. Once again shocking service. Funnily enough, as I am writing this, I am waiting for my Asda order to arrive that is now half an hour late. Absolute joke, if this doesn’t get sorted, I’m switching to Tesco.”
“Three words Terrible, Terrible and Terrible. Order on-line and they charged me full price and gave me 11 out of 25 items. Completely useless company and total con artist. Order number 19616534616, online shopping, Manchester.”
“I ordered my online grocery's the day before and arranged for it to be picked up the following evening after work.
When I got there only a fraction of the items were available to pick up from the depot. The customer service agent was not the least helpful and guessing as it was nearly closing time he didn't even try to find the rest of the items.
This is the 3rd time this has happened whereby items would go missing. I can understand if the items were not in stock but on the paper work it showed they were packed and accounted for.
Whats the point of arranging the pick up of goods when you go home with over 75% of your shopping missing. I might as well shop in store where I won't get disappointed all the time. For which I will not use ASDA ever again. Now I know why LIDL and ALDI are getting more market share because these larger supermarkets are loosing the plot when it comes to customer satisfaction and service.”
“I Had a food delivery ordered, when I received it lots of the items I had ordered were missing. The delivery man was really helpful at the time, as I would imagine unbeknownst to himself that their would be an issue with the delivery. I called customer service they were not bothered and I got told with a uninterested voice that they apologise and I would be refunded. I now will be taking myself to Tesco for the missing products.”
“Ordered 3 boxes of larger on a deal and only 1 turned up (suspicious?). Customer services (only in name, not function) would only provide refund for 2/3 of the deal amount even though purchasing the missing boxes would cost me more than I was orginally going to pay. In summary I am paying more and being inconvenienced by Asda's terrible service. First time I have used the delivery service, and it will be the last. Customer lost at first attempt, proud?”
“This is my last time ordering with Asda.. The customer service is simply non existent.
Home delivery is always, always late (this time is a 2 and half hours delays) or they cancel without reason.
What is the point of choosing and paying for a specific slot when you already know you will delivery at whatever time is best for YOU and not for the customer?
If you call customer service they can only say "sorry but we cannot do anything about it" and offer you a useless £5 voucher.
£5 is really nothing and if I am already experiencing such a bad service I won't order again for sure and use the voucher!
You need to improve your service, the level it is not is just not acceptable... won't buy anymore at ASDA!!”
“I ordered a Christmas tree and paid £4.50 For a named day delivery. On the day of delivery I received an email to say it was delayed. Phoned asda customer service to find out when it would be delivered and 5 hours later still didn't have a phone call back so had to phone again. Only to discover it's out of stock and they can't say when it would be back in. Shocking service! Disappointed! They were quite happy to take the money for it and now I need to wait to get it back!”
“Having a broken foot I’ve tried to get a online service asap but the wait is stupid and when your items arrive you don’t get what you ordered in some items and I only had 9 items missing.How come this line of business is still in operation seriously.And items missing not to be resent in all fairness because of other delivery’s.Balls to the next customers order I say.Never again.”
