Asda Direct - avoid this lot - Africa based customer services - lots of YAR YAR YAR

Well I ordered a BLACK BIKE and GET A GREEN ONE. Not happy. Sending Item back. Trying to sort return is difficult and frustrating. Stroppy South Africans on Customer service. CHEAP NON UK CALL CENTRE STAFF don't give a toss.

Emailed Director equally disappointed with response. Buy from Tesco or Sainsbury but not this lot. they take your money and don't give a toss if your not happy or out of pocket due to their mistake, avoid YAR.

Do not buy online groceries from ASDA, total nightmare

I ordered the first time from Asda online groceries with a two hour delivery slot 3pm-5pm today. Waited for two hours, just about to give up and the delivery man knocks at the door. My items are on the path, an electronic device is thrust into my hand. SIGN THE BOX says the delivery man. I signed, this is my first delivery from Asda. He rushed off, not surprised as he left me with substitutes that left me short on pocket and what I'd ordered.
Tried three times to sort out the problem with customer services who are rude, unconcerned and barely audible, don't know where their call centre is based.
Basically I have lost out but decided never to deal with this company again and I would rather pay more for my groceries and deal with professionals.
Lesson learned, will never recommend to anyone.

NEVER AGAIN!!!!

Don't waste Your time placing Your order!
My first order didn't come at all. No one called me to inform me that It's not coming so I've waisted 4 hours waiting like an idiot for my shopping!
Last week decided that I will give it a chance again. Placed my order and booked a slot 8-10 pm. Got my shopping at 11.30pm!!! All frozen goods that I've ordered were defrosted!!!!
Called up customer service twice and I supposed to be called back but I got ignored!!! Or maybe they are too busy to call everyone because they get so many complains!!!
Don't waste Your time and money. Sainsbury's is much better!

Asda Thieving Scum

Ordered my shopping online, paid for it but they took a second payment from my account without my knowledge. Still waiting to recieve my money back nearly 3 days later. The ceo is ignoring me, so are the email correspondance, and the phoneline personel are rude, and unhelpful. Please do not shop with these people online or instore as they take two payments and they then refuse to do anything about it.

Hounded me to confirm delivery date.....the. It didnt show!

So upset with Asda. Ordered a table and chairs set for outside. Received 4 emails, 3 phone calls and a txt all to conform that it would arrive on Tuesday the 21st between 9 and 1. Tuesday came and went! No delivery. I emailed customer service.... No response . Then I received the 'how did we do' email (as if I had received my order) and I went to town on them! Still no reply. Called customer service and even though the tracking on the arrow xl website says 'out for delivery' (since thursday, it is now monday) the customer servide centre claimed it was due for delivery on the 28th! what the? Cancelled the order! Will go somewhere else. The nice guy at the call centre can eat my shorts! What's going on Asda! Sort it out....disgusting!

Avoid - Don't waste your time with Adsa Direct

As my wife said a few posts ago we ordered a Samsung for next day delivery. A week later after 6 calls and 2 emails to their "customer services" for non-delivery I cancelled and finally got a refund (they even made me wait 30 mins to get the refund while they "checked something"). Their South African call centre whilst full of "I completely understand" type platitudes but actually did nothing to resolve the non-delivery. 5 times they promised to investigate and call me back and not once did anyone bother to do this. They could never put me onto a manager to escalate the matter as they were always "busy". They even called the delivery co Yodel to ask why it hadn't been delivered when it had not been even collected from their warehouse!

After cancelling with Asda we ordered it from Tesco and had it the next day in our local shop at 2pm with no fuss, no hassle and no lies - just like it should be. Well worth paying the bit extra on price for.

Absolutely disgracefull!!!!!! NEVER USE THIS SITE!!!

I used the online service to have my entire shop delivered as I work full time and have two boys who would rather not shop around the supermarket!! So I choose a slot for 7-9pm thinking 9 at the latest for my dinner!! Now I had a phone call from a very unintelligent rude delivery guy telling me he can't deliver tonight can he come tomorrow morning instead? No explainations nothing!! This is unacceptable as I have told him, the store and their direct line who said they would ring me back with a better result and haven't done!! So now here I am at 21.44 and no dinner no delivery and need my bed as I'm ill and tired and have work tmrw!! Not on!!

Asda direct the most worst website i shop online

Hi, everyone I order last week in 17 of May a telephone from asda direct Samsung Galaxy S 3 and we pay 4. 50 for next day delivery. now is a week since then we did not receive our telephone yet. I call the cost service in their nr8009523003 every day since last week they canot tell me when my tel will be delivered. I would not recomand to anyone the cost service is 0 out of then service they don't care about people I am very frustrated about them. recomandation never shop there I hope their website they will be banned and close in one day. I cancel today my order

Bad choice of courier, worst Customer Service from South Africa?

I placed an order online at Asda Direct and got through my delivery email this morning:

"Hi
We're happy to say your Asda Direct order will be delivered today. "

Great, however like most couriers they gave a wide window of delivery 8am to 8pm but knowing a delivery was on it's way we juggled today around to ensure that someone was here all day.

Waited in all day, taking off time of work, arranged friend to do school run but nothing turned up!

Phoned up the Asda Direct helpline which turns out to be in South Africa! They claim the courier ran out of time 16:22, thats over 3 and half hours before the 8pm cut off? They didn't bother to call, they didn't bother to email, they just expect you to wait and find out for yourself.

The Asda Direct staff agreed that it wasn't great and said they could arrange for delivery the following day, I explained that I'd taken work off today, meaning I had all of today's work to catch up on, and if they were to use the same useless courier "Hermes" I would be scared of wasting the time again,

I suggested to them that they arrange for my local superstore (5 miles away) to send out the missing delivery on the Grocery van today so that I didn't have to take off any more time and they honoured their contract. The manager "Ryan Poole" said they could not do that, he said he had very limited ability to do anything and could only arrange a redeilver with the same dodgy delivery company...

I'm finished with Asda!

Spent nearly 2 hours last night with online shop from Asda (almost £170!!) for delivery today between 3pm - 5pm. At 5 to 5 thought I'd give them a ring to ensure it was still coming (having rushed back at 3pm from a family gathering to make sure I wouldn't miss them) only to be told order cancelled as they couldn't get authorisation from my bank for payment!! Didn't bother telling me it was cancelled so I could rush out and get the things I needed and whilst hanging on the phone to one of their customer service reps I phoned my bank and they confirmed it had been authorised at 10.40am this morning but almost immediately the payment had been reversed by Asda! I last ordered from them 5 months ago (switched to Tesco) after they let me down saying all their delivery vans had broken down - I didn't believe them but in any event it shouldn't have stopped them phoning me and telling me so I could make alternative arrangements. I swore then I wouldn't use them again as they clearly couldn't be trusted but in a moment of weakness placed an order last night. Won't be doing it again! They said they were sorry and would reorder for tomorrow but I told them not to bother - sometimes sorry just isn't enough!

whats the point of having a customer services

Today I entered asda in Chelmsford at 7.40am wanting to return a pair of shoes that didnt fit my son. I went to the george section only to be told that they werent open until 8am (the actual store itself opens at 7am) and to go to the customer service kiosk where they would be able to help. I went to customer service only to be told by the lady at the counter that she doesnt open until 8am and should go over to the George section. Do you think im some kind of idiot who is going to keep running back and forth.

I am very aware that my receipt does not state that I can only return an item between specific times. If the store is open then surely I can return. Do not open the shop at 7am of you cant provide good customer service until 8am.

What a joke asda has become!!!

Diabolical

I was sent a faulty trampoline, trying to get this exchanged is becoming a nightmare, I will never use adsa direct again and would advice others to do the same, I should of paid attention to all the bad reviews, instead of thinking it only happens to other people, I will stick with Amazon from now on, and the brilliant service the provide.

One star is too much

Asda- online groceries. I ordered my food shopping Sunday for delivery Monday 29th between 5-7. I called at 7.08 and was told the delivery was just round the corner so should be 5 minutes. 7.38 - still no shopping. Called again and asked here delivery was, informed them I was now late for work and had to leave. The gent informed me that someone would call me to re-arrange the delivery. He asked me convenient times on the 30th, I said before 8am or after 5pm. No phone call recieved. Then I called at 9.28am and recieved "we are busy please call back later". I called again at 16.51 and was then told that the delivery van broke down yesterday morning. So firstly how could me delivery have been "round the corner" if the delivery can had broken. Then I was told that someone had been trying to contact me ALL day on a number which the phone was sat on my desk all day, in full signal and full battery?????? Lies and lies again. I was then informed that someone would be calling me back .. AGAIN still more lies as I'm AGAIN waiting for a call back. If I didn't want any blooming shopping I wouldn't have ordered any! WHERE IS MY SHOPPING?????. I am absolutely disgusted at customer service and the repeated lies.

Charlotte West found this review useful

Noise complaint

I have contacted Asda Bedminster over one hundred time asking them to reduce there noise pollutions in the area. This is the last letter I wrote;


To the General manger/ CEO

I'm am writing this e-mail to tell you about on going problems of your noise levels that has an affect on your quality of life in the Bedminster Bristol. I have spoken to Steve the store manager and he assures me that he has spoken to companies that deliver to the store comply with what he asks. We have a on go problem with your bin exchanges. This is being done before eight o'clock. We as a community have been told that this practise will be done after this time, to give people in the area a break from being woken early. This from time to time is the case but then for some reason we are woken most morning with early morning bin exchanged ! Why does Asda break it's promises all the time. Why are you not proactive in the area? knowing there has been noise issues for years? Why are the people in the area calling you with complaints.. If there were no issue people would not ! You must know about the noises that disturbs the community. We have sent many signed letters from the residents in surrounding area, with our worries. I have secondary glazing in my bedroom, even with this fitted the high noise levels still penetrates through.! Please can you help us live a normal and peaceful life in the area. It would not take much to solve these issues. If you are serious about being in partnership with the community you would listen to us and be more proactive. Please start to act responsibly, you are disturbing people in there daily lives. In all the years I have lived not once have Asda acted proactively or changed your practises to help us out in the area. Its us calling you to tell you that issues are there. Why don't you know it's there? If there was a fire outside you would know! Why not when your noises are there??

I would like a reply !

Many thanks

The community firstly !

Mr T Gwyther

This has been going on for years now and they refuse to change! What can we all do ? Can someone help us ?

Very poor.

Ordered a sofa bed and paid £14.95 for named day delivery.
On the day of delivery went blind to track progress only to see that the item had just left the warehouse and was with the carrier hundreds of miles away.
Called asda to find out when my delivery would be. A lady took my number and promised to call me back. She did call and said the delivery would be the next day.
But! I get a call late in the evening from the carrier to arrange delivery for the next week. Fuming does not even come close. Two days wasted. And asda customer service do not understand why I am angry and have still failed to explain why you can book a named day delivery which they have no intention of keeping.
Waiting for my refund now :(

still waiting for my refund

Im so angry i could scream!I ordered a bbq for my husbands birthday and got a phone call the next day saying it would be delivered on Friday fantastic i thought his birthday was Saturday. i waited in all day no delivery. called asda very sorry it would be delivered Saturday. got to Saturday lunch no delivery, so i rang delivery people who said they couldnt deliver it till the following Friday.
i contacted asda to be told they where terribly sorry and would speak to delivery company on Monday and get it sorted. monday came no phone call so i called them. Terribly sorry but it would be Friday so i asked for a refund. 10 days later im still waiting apparently there was a error but i have been refunded this time but it could still take 10 more days. £200 of my money i told them i would never shop with them again and demanded compensation they sent me a £10 e voucher to spend with asda direct.talk about rubbing it in

Lisa-Jayne Cook found this review useful

very poor service

Asda will happily sell you a delivery time for £5.95 but it seems very unlikely that you will actually get your item on the time you have picked because it doesn't even leave their warehouse until AFTER the delivery time you have chosen.
Asda customer service is non-existent, nobody will call you back.
Asda complaints are just as bad, still waiting to hear from them..
And finally is you even attempt to write a bad review on the web site it gets blocked!

A stranger to Customer Service

The wine I like is on "Rollback." This means that it sells withing minutes of going on the shelf. When i get there after work it is sold out.
I called customer service and was promised a callback in half an hour. An hour and a half later I called and was told the adviser I had spoken to had gone on break. When he eventually called back he had called the store but had no sensible explanation.
He was obstructive and unhelpful. I asked to speak to a manager and was told there was a two hour wait to speak to one.
Is this really the way a customer service department works these days?

Lisa-Jayne Cook found this review useful

Missing items with no substitutions, late delivery - useless

As a regular Tesco and occasional Sainsbury's online grocery shopper I had came to expect a decent standard - on time deliveries, substitutions for any out of stock products and never just not delivering something.

I used mysupermarket.co.uk and this time ASDA were cheapest. The order arrived late, with multiple substitutions and even more missing items with no substitutions.

total rubbish customer service !

make an order on line with asda...asda deduct £124.59 out of my bank account then cancel my shopping order and dnt deliver...call asda customer services and they say they did not take the money because the order was cancelled due to no funds in my account but the money left my account and according to natwest it left at exactly 9.03 am so if theres no money how did they manage to take it ffs...so no shopping and numerous calls to asda and natwest to trace my money....never again will i shop at asda told i had to wait 5-10 days for a refund which is unacceptable as now i have to pay more money to do my shopping elsewhere

A GREAT FIRST IMPRESSION!

This is the first time I have ordered my groceries shopping online.. I have ordered just about every-other type of online product (online takeaways, online clothes shopping etc..). So i did my shopping list on Tesco and on ASDA. I compared and found that ASDA was slightly better prices, but what really swayed me was that they have more flexible options on delivery times and days and they are cheaper on delivery times as a result if you pick a slot which is almost a whole day and you know you are not going anywhere that day its a cheaper delivery compared to Tesco. I was very impressed with the time they turned up because I ordered my shopping the night before it was last minute thing so i expected it would be one of the last drop offs. It turned up bang on between the delivery time slot ..and just as i had finished hoovering and intense cleaning of my house haha! just lucky I guess a super organised weekend. Customer service was fine, got a few things substituted -and they were for better versions anyways! ..lol Overall i will definatley be doing my shopping online in future, i am going to try Tesco next-time just for the hell of it and see what they are like aswell. But ASDA IS GOOD!!!!!, No matter what service you are involved in there is going to be good extremes and bad extremes in all of them. Sometimes it can be the area and sometimes it can be the staff, but i am happy with my local ASDA service and staff. I am assuming that my groceries were from the "West Bridgford Nottingham" department as that one would be the closest to me.

A most unpleasant and disgracing phone call.

I've just got most disgracing phone conversation ever. A "lady" from store in Dalgety Bay, Fulmar way, just told that she is going to report me because i was trying to do my job procedure, and assist her remotely. I am one of equipment provider engineer, but from this evening not one of ASDA customers. I was listening insults and finally got reported because i was doing my job! ASDA, who are you hiring to work in your stores?

~Most despicable service in the UK

This company is the epitome of the word ‘disgrace’. Their customer service is beyond disgusting.

They have a front call Asda Flowers which you all may mistake for a florist; however they are a vile bunch of cowboys and frauds.

I ordered flowers for Mothers Day (how unusual!) but to make sure there were no problems I ordered them for delivery a day early. They did not show up and by the time I got in touch with them on Mothers Day, they said they had posted the flowers! Actually posted them, letterbox and all!

The service I received from their customer service team on Mothers Day was pathetic, there was no assistance provided and the phone operator could not care less about the issue.

However did not bother to use special delivery to ensure they arrived on time, no my mother received them 2 days late!

What on earth are they doing posting flowers? Why on earth would a client choose to receive limp, dead flowers in a bashed box? Why do they even offer this service? What possible use could it have?

When the flowers arrived, as you can imagine, they were in no fit state for a gift; brown, bashed and broken. They were an atrocious mess and not fit for display. A waste of hard earned cash.

My father was so shocked by the state of the flowers he drove to an Asda store. The shop would not replace the flowers or refund the money so my father left them at the store. The staff within the store were extremely rude to him. He has written a complaint also.

I have written a number of complaints and neither my father nor I have received a response from this dreadful organisation.

So, what do you all think?

1. You pay good money for a service
2. Receive a terrible product which is unusable
3. Try to return it for a reasonable replacement and are rebuffed
4. Complain via phone and receive no help from their staff
5. Are treated rudely in store
6. Complain via their customer service email team and are ignored, time and time and time again.

Do you want to spend your hard earned cash there?

Does your mum deserve better than this? I know mine does.

Lisa Cole found this review useful

Delivery did not turn up!

My recent delivery did not turn up, no phone call from Asda, nothing! We called their customer services several times, to be either fobbed off, or lied to. We were told we would be called back, but no one called back. We called the next day to cancel, however because of this my money is still being held. Luckily I have the money to place an order elsewhere. So far it's been five days later, and my money is wrongfully being held. Asda may say the fault here lays with the bank, however if Asda had delivered the shopping that I had paid for, we wouldn't be in the situation. We have written a letter of complaint but are still waiting for a response. After a non delivery you would think they would contact us, but I guess that's why they're cheap!

everytime!!!

my mum does the online shopping with asda, everytime we have a delivery wether it has been a male or female their staff are very kind and helpful by passing your shopping out the crates, making sure you have grip of the bags, going through the alternative products which are never a problem we are happy with what they give us. i give asda 5 stars because their staff are very good at giving customer service i have experience great customer service everytime and will/ have reccommended you to my family and friends. your staff represent your company well! very very pleased! :)

Terrible!!!!!!!

I ordered my food shopping for 8pm-10pm on the 12.03.13. By 10pm my food had not arrived, i called them and was asked to wait an hour as it is on its way. (no appology given), by 11:50, i called them back and the line said "the shop is closed". i called back at 07:15, i was informed my shopping will come today and they will call me back at 07:45 my shopping still didn't come and no one called me bck, i called back at 08:30 they had no idea what i was talking about and said they will call me back. Meanwhile my son cried all night without his milk, my kids went to school without breakfast, i had to pay for their lunch.

my husband went to work wthout breakfast and lunch. i have been exhausted all day.

I called them back at 2pm as i still hadn't heard anything, they then offered me a free delivery, why on earth would i want to shop with Asda again, they said that's all they can do. when she could see i wasn't happy she then offered me £10 off my next shop on line, i said again i am never shopping with Asda again. I was informed it would take two days for my shopping to be delivered or a refund in three days, i said i need my shopping today or a refund today so i can go back to Tesco. She said she will call the store and get back to me in 5 minutes.
30 minutes no call, no refund, no shopping, terrible service!!

great value for food, a really bad place to go shopping

I hav been shopping to asda for many years and I found it an amazing value for money, I just wish that people working there were a bit less rude and more self organized..
I cannot blame the single employee who is just trying to deal with everyday working life I might like to talk face to face with who is supposed to train them or to hire them and what they do expect them to do in order to make us customers having a pleasant experience.

I have had a really bad experience in asda brighton marina where amongst rudeness of staff, the cashier seemed to take things with me a little too personal..
it made me feel embarassed before, when she complained that i didnt wait my turn to check out ( i wasnt even pushy) and after when she spoke to me like I was at the wrong place at the wrong time.

I had a phone call from asda customer service after my online complaint, and she said she was going to pass it to them in marina brighton, did not receive anything yet.

I am not going to be nice to them whenever i'll go shopping asda.. I'll rather go to morrison which has got great deals too.

Thank you rude cashier and insensitive workers.. you made me regret shopping there.

Awful customer service

I had an order delivered on Monday evening. 10 minutes before the order was delivered I received a phone call from a very unhappy delivery driver "This place is a bloody nightmare, WHERE ARE YOU, ARE YOU IN A FLAT!?" I waited for it.. "YOU'RE IN A TOP FLOOR FLAT!? THAT'S JUST GREAT!"

If this wasn't already bad enough, the order was wrong. I had incorrect substitutes, items missing, damaged items.

An example of how stupid the order pickers are.. I ordered takeaway curry, rice, naan bread and pakora. The curry I ordered wasn't in stock, rather than substitute it with an other they cancelled that part of the order yet delivered the rice, naan and pakora. Without the main meal itself, what's the point?

I phoned the help number on my receipt and waited 20 minutes in a queue to speak to an adviser with broken English. She was incredibly unhelpful and eventually told me I'd receive a phone call back directly from the store. 3 days later, no phone call, no reply to my email and as of yet nothing has been refunded.

Never again. ASDA you're useless. Appalling customer service, the food I did receive is tainted with the taste of sheer incompetence.

As of now I have been robbed of £106.

Disgrace!!!

I ordered groceries online from ASDA recently and I didn't receive my order at all despite the fact that they are 3 days late and I contacted their customer service few times regarding this issue and they didn't respond at al. Customer service in ASDA is a total DISGRACE.

Brilliant.

I was shocked to find so many bad reviews for Asda as I've never had a problem with them before and I order with them frequently.

what a joke!!!

Customer services are outright rude, wait over 40 minutes to get someone to actually answer their only line. Should have one for complaints. Placed an order 8 days ago and they took my money straight away!!! They sent some crazy substitute (chemical poison of IceTea instead of ever-so- healthy AloeVera drink, we sent it back and that is where it all started... 6 phone calls..."I am not sure", "I will look into it", "We will call you back" Hung up on me two times, another 45 minutes on hold demand a refund. I paid with debit card, money dissapeared instantly, so far three times I have been told they would issue the refund - got nothing! They should be banned from trying selling on line. I am thinking about disputing the transaction with the bank, I think that actually may be the only way to get back £30....

Didn't deliver our shopping but still took our money - beware!

Ordered our Christmas shopping to arrive Saturday night before Christmas.
Shopping was not delivered so when we contacted them on the Sunday to find out why we were told that the delivery van had broken down and they had had problems at the depot where I food was stored.
We were told that Asda would instead make the delivery on Christmas Eve morning but would contact us to confirm the time.
Christmas Eve morning arrived and when we contacted Asda to find out the time of the delivery they had no idea. We therefore could not risk not having the food we needed for our Christmas meals not delivered so we cancelled the order and went to a reputable supermarket instead.
To rub salt into the wounds even further, Asda then charged our credit card for the shopping that was never delivered and despite us speaking to their Customer Services employees several times they followed through with the final kick in teeth and actually proceeded with the direct debit payment so we are now out of pocket for a delivery that was never made.
Like other posters its fair to say that Asda Head Office have show no interst in resolving this at all and the call centre team wherever it is based are no use whatsoever. I even have an email from them dated 29 Jan 2013 saying that I would be contacted within 2-3 working days. Its now Feb 7th and haven't heard a thing.
My advice is if Asda fail to deliver then get onto your credit card company to report a fraudulent transaction as soon as possible.

Confused

I have tried to eat in your Aberdeen cafe several times but seems to be a lack of food today i wanted baked potato but there were no fillings available - why cant the shop which is full of coleslaw, prawns , tuna etc supply the restaurant Even if the cafe had enough food then there is never a clean table

Home shopping farce

Having been a home shopping customer for nearly 3 years with a few little ups and downs but on the whole great value and service I have just experienced the most upsetting 18 hours where I have been lied to by staff and led a merry dance.
My delivery was due last night between 6 and 8pm - when it got to 8.15 with no phone call from Asda I called the customer services number - waited for 25 minutes to be told that the gentleman would phone the store and call me back - by 9.45 I was getting concerned that no one had called me back so I phoned again. This time I was put on hold and then told that a van had broken down but that my shopping would definitely be with that night. I waited up until midnight but no shopping and no phone call.

This morning I phoned customer services and was helped by a very kind man who promised to phone the store to confirm that my delivery would come out today and phone me back.

He has now called me back to tell me that the store has told him that the delivery cannot be made today or at all and that the store have cancelled the order. I was told that he spoke to a man called Lee in Home delivery at Watford. He was then kind enough to give me the store's number so I could speak to them directly. I called the store and asked to speak to Lee but was told that he was not available so I had to speak to Steve who said that he was the Home Delivery Manager. I asked him why the store had cancelled the order and was told that customer services had cancelled the order. I asked him why I was not called and he then tried to fob this off as customer services fault not his - now I have to be clear here that when there has been a problem in the past the store has called me. He sounded like he was laughing at me and told me that it is tough luck there is nothing he can do, apparently I cancelled the order, he has nothing on his system, he cannot deliver to me today and would not do anything to sort it out. He spent the entire conversation blaming everyone but himself and his department.

The bottom line was that Asda do not care they pass you from pillar to post hoping you will go away and stop bothering them.

Not having a delivery is frustrating but had they taken the time to contact me I would not have felt forced to stay up late and been unable to go to the shop to buy some milk etc.

The 'manager' at Watford branch Steve does not think he should do anything about this situation and does not think it is his problem, he does not think that he should have made sure that I was called or taken any responsibility for this situation.

Disgraceful Asda

i shop at asda in inverness

asda store in inverness is excellent staff very freindly and chatty, they go out of there way to find items you are unable to find , my son loves the home made pizzas from the pizza counter theyare very chatty and friendly

Lost delivery = waste of time and many broken 'promises'

We placed an order for baby clothing in early November, as a present for family members in New Zealand - who we were going to see at christmas (leaving the UK mid-december.)

The order of approx £40 worth of baby clothig was setn on the 19 November with delivery expected 20-23 November. The items were to be delivered to my office which has a mailroom open 14 hours a day, and an after hours delivery function also (i.e. no way we could 'not be home').

In late November we started contacting ASDA to find out where the package was, as the online tracker information kept saying 'out for delivery' then 'at depot awaiting delivery'. After calls in the morning and afternoon on Monday 3 Dec, and again on Tuesday 4 Dec, each time getting told that it was being looked into and that they would call back once they have figured out the problem.

I phoned on Wednesday 5 Dec (note that each call takes at least 20 minutes due to the long waiting times) in the morning and was told that they would (again) contact the delivery company and would get back to me 'within the hour'. On this call i even checked that the delivery address was correct - it was, and i was assured this wasn't the problem. No return call was made to me.

I followed up again that evening - as did my partner - and we each got different responses about what was wrong. The response was also that 'the delivery company is now closed for the day' so they would have to address it the following day despite having had 6 hours to follow up during the delivery companies working hours.

This did occur (for the first time of all the promises), although it was a holding comment that they had contacted the delivery company but couldn't get any information because they could not contact the driver, but thought it may be a problem with the address. This to me is utter rubbish - tell me one adult in this country that doesn't have a mobile phone on them at all times??? Let alone a delivery driver!

I called them AGAIN on thursday evening, only to be told - again - that it was out of hours - this time because i'd been on hold so long that the delivery company was now closed. Nearly an hour on the phone, and the best i was offered was multiple more rubbish promises about 'calling me tomorrow', and 'personally taking it upon themselves to rectify' and that they would 'call me in the morning' - which you may have figured i have absolutely no faith in this occurring nor of ever seeing the products ordered.

I was even told that i should call earlier in the day. Unsurprisingly, I actually also have a job that i need to be doing, and this was wasting a lot of my time that i needed to make up late into the evenings.

The contact persons i dealt with were 5 different persons (and none would let me speak to their manager, all insisted on putting me on hold (awful music) while they spoke to the manager).

I was given too many broken promises and wasted far too much time on the phone trying to get this matter solved.

Allt i want was the product with no more effort from me.
After requesting that they sort it by the following day, FRIDAY 7 DECEMBER, with no more excuses, i even suggested (not for the first time) that ASDA send a new set of the products ordered in a guaranteed delivery seems to be the only logical way for the product to arrive as clearly the delivery company is incompetent and has lost the existing package. (As a side, i was repeatedly told it wasn't asda's fault - it was the delivery company. I dont care - if they choose the delivery company to dispatch an order i made from ASDA - i expect ASDA to sort it out, not me!).

I was absolutely appalled at the complete lack of service provided by ASDA staff over this, and the many broken promises made by the customer service staff that this would be followed up on and that they would call with updates and details - this is clearly a diversion tactic that seems to be universally applied.

The most insulting comments were made to my partner when she was told that it was a 'busy time' so delays can be expected. We are aware its early December - that's why we made our Christmas orders through early and mid-November, it was only ASDA that failed to deliver the products in time that caused this to run into its 'busy time' - so to be given condescending remarks like that is totally unacceptable.

All of this was almost word-for-word what i sent ASDA - WHILE I WAS ON HOLD - on one of the hour long conversations//hold calls i had to make to them.

The package eventually arrived at the end of the following Tuesday... mere hours before we flew out... with the package looking VERY worse for wear. Even the mailroom manager said 'it looks like this one has been through the wars'. Thankfully the one thing ASDA got right was that the individual items were also plastic wrapped inside the packing, so none were damaged - as heaven forbid i might need to return or exchange them!

Alan

Absolute disgraceful customer service

I was physically abused by an Asda manger. Asda were not interested and I had to contact the police. It turns out that Asda has employed a criminal.

I have rang them several times and wrote many letters regarding this situation. All I get is 'unfortunately we can't do anything about it'.

Customer Service complaints at the Head Office do not want to deal with my complaint and speaking to the managers there is even worse. They have lied and tried to cover up the incident.

Thats what to get for cheap food. You get cheap customer service too. Please beware next time you want to complain you might get attacked!

Terrible when things go wrong

My delivery was exactly on 4pm on my 4 to 6 pm delivery time.
Good if I would be at home.
I came 5 min after 4 and saw card '' We missed you''
I called and they absolutely lied to me an all counts.

That they will call me back and ( after 2 hours I had to call them ) that they cancel my order. ( I WENT TO TESCOS )#

3 days later they took money from my bank account ..GREAT

I spend money on solving this from phone ( they dont reply to mails ) and they didnt offer conpensation either ( out of pocket expences)
All in alll lame asda you are LAME
Will not use them anymore

NEW STORE IN HAILSHAM EXCELLENT

I HAVE PREVIOUSLY VISITED VARIOUS ASDA BRANCHES IN THE AREA BUT THE NEW BRANCH IN HAILSHAM IS A BREATH OF FRESH AIR. SOME OF THE LARGER BRANCHES ARE SO HECTIC, BUSY, DIRTY AND NOISEY, BUT THIS STORE, EVEN THOUGH IT IS A SMALLER BRANCH STOCKS NEARLY EVERYTHING I NEED. IF THEY GO AHEAD WITH PLANS FOR 1000 MORE HOUSES IN MY HOME TOWN OF UCKFIELD, WE ARE GOING TO NEED ANOTHER SUPERMARKET. OUR EXISTING SUPERMARKETS ARE NOT UP TO THE JOB NOW, DUE TO LACK OF PARKING. WE HAVE HARDLY ANY OUTLETS FOR CLOTHING SO AN ASDA WOULD BE IDEAL!

Worst Service Ever!!

Would never ever set foot in ASDA again. Got terrible service from a MANAGER in ASDA Alloa they rather than cutting budgets they should be spending on training staff to give better customer service, I wouldn't even the girl clean my shoes never mind help me with my shopping never been so angry in my life. I went into ASDA Alloa with mym who is 50 and had been having a bad day as it is as she had been informed that 2 of the elderly people she works with is in a bad way. So we go to ASDA because I was to get some clothes for my boyfriend's little nephews. We Were in a home deparment isle when my mum spots a manager that she does not like as she had previously experianced bad customer service from before. She turned me to and made a noise and I asked what the problem was and she replied "her next to me" the manager herd her and I know my mum was in the wrong so I turned to the woman as if to appologise but then the woman pushes past my mum infront of her in an ignorant manner and says "escuse me" in a smart tone. When I turn round and ask her what she changes her tune and says "oh I was saying excuse me because I was appologising for hitting her basket" I'm in my third year of university not in primary school im not stupid I can tell the difference between a sincere tone and a sarcastic one with attitude. Her and my mother began to argue and the woman told my mum not to shout, this made my mum even more angry she had not raised her voice to the woman as of then, she did after the woman saying that start to raise her voice so I moved her on as they were both making a scene and acting as bad as each other. Now my mum doesnt work there were as that half arse attemp of a manager does and should learn how to deal with customers. As we left the store she came up and told me that mum and I was barred. Her and my mother began both raising their voices to each other and I had to push my mum out of the store. Once my mum had left she turned to me pointed and said "shes got a problem" I have never been so angry in my life, but yet I did not argue or say anything back because I knew If I started I wouldn't have stopped and I would have punched the manager in the face. Now I dealt with the situation better than the 30 odd year old manager did and I'm 21 and have been reffered to by my doctor for anger management so what does that tell you about her. I put in a formal complaint and was told by a a member of the customer services team on the 0800 number that it would be dealt with and the store manager would call me back that day. The next day I phoned customer services back because I had still not herd back from the store and the guy tells me it's the managers day off, he is sorry she should have phoned me back yesterday. Some service from the Alloa ASDA store. If only all the ASDA staff were trained up to speak to customers like the 2 customer services people I spoke to on the phone, then ASDA wouldn't receive so many complaints like i've read on this page!