All I can say is .... Please, please do not order your groceries online from this company. I am currently off work since Sunday with a chest infection. I decided to order my supermarket shop online as I have absolutely no energy to drive, my husband was away with work and I have two teenagers at home. Simple I thought but oh dear what a mistake. The order came on time weather was bad so delivery man through the items in my kitchen, some bags were split so the goods were all over the basket. He dashed off.... I took a look and thought not a lot here for £85.00!!! I started ticking off the items and found thirteen items missing. I rang the helpline (in another country)!! Very polite person said they would inform the distribution centre Leeds who would contact me to deliver the missing items. To cut a long story short I rang again the same evening, twice the following day and finally again today. Still no call from asda or any missing items have appeared. I leave it that I am being refunded for the missing items I will wait with baited breath!!!!! I find it incredible that you can order items for delivery the next day but three days on I do not have my missing shopping or the courtesy of a call back. I am very fortunate that there is Morrisons, Sainsburys, Aldi & Waitrose close by so I never have to give my well earned money to Asda
Purchased a York Cross Trainer (home gym equipment) on the sale from ASDA Direct on Sun 19th Jan, a well known, reliable make and a really good price £250, with 3-5 day delivery for £8.95. At this point I was really happy. I get notified of warehouse despatch, still Ok, then called by the courier as promised, still all good, agree delivery date for Thurs 23rd Jan. All going great until this point. Thurs 23rd Jan arrives, I look on the Asda website and log in to check delivery status, item says delivered !, which it was not. Slight panic sets in, so contact customer services who were not particularly helpful, eventually I was given a mobile number for the supplier. I rang the number and spoke to someone, only to be told item was despatched 21st Jan, they were unsure where it was, but the courier would not be delivering until Thurs 30th Jan !!!, totally disgusted, nothing that can be done, breached agreement outside of 3-5 day delivery window. I have given 1 star as you could not select zero, the customer services desk were very polite, but not particularly helpful, the courier left no contact details, and I still do not have the item that I very much wanted as soon as possible. Not a good experience for the first use of Asda direct. I should say that the main fault appears to be on the part of the courier, but the delivery is on behalf of Asda, so I find it difficult to separate them, as I bought from Asda and still don't have the product I ordered within the timeframe stated. Would strongly recommend getting contact number for courier when they call to arrange delivery, save yourself a whole load of unnecessary stress and worry, not to mention waiting in for no reason when delivery does not arrive. Really annoyed, frustrated and do not feel that anyone is really listening - Will not be recommending this farcical situation to anyone, an I only hope that the item does arrive, although a week later than stated. If it were not for the reasonable price of the goods, I would have cancelled and got a refund. No mention of compensation either at this stage
Asda didn't deliver my shopping (no not late just didnt turn up) I have been charged for it and they haven't refunded me, I have been told that I need a manager to do it but I have to wait for them to call me and they just don't call me back!!
I have never been treated in such a disgusting manner by any supermarket or shop to that matter than I did today. I take my daughter (6) into ASDA to buy a figure for her skylander swap force game, unable to find a figure she likes or wants we buy two other games for her wii, on her way out I spot a deal they have on light bulbs, 2 packs of twin bulbs for 6£, need a bulb for the house so pick them up and proceed to checkout. On way to checkout I spot a pack of four bulbs for 3£ and think excellent I can get 8 bulbs for the same price as these four, put the four back and get the 8 as anyone would, I then continue on to the checkout to pay for the bulbs to be told it would instead be 6£ to pay but 8£, I state to the checkout gentleman the price should be 3£ a pack reduced from 4£ as your label states. Rightly he requests help to check this to which I have no concerns, a lady checks this out and comes back and without discussion 8£ take or leave it in not so many words. Clearly not happy at this and it was no longer about two pounds savings but the principle and the manner to which I was now being treated, so I asked to speak with a manager. Before the manager was summoned I now have the checkout guy whom was great, a lady to which is their to help the checkout guy, but could not give me a real good answer when she clearly seen the label and the price, but clearly did not have the authority to reduce the price being charged, and this obnoxious rude girl whom stated to be a supervisor, clearly never been trained on how to deal with a unhappy customer, I explained the situation and I have never been treated in such manner by a person, in my own job I deal with happy and unhappy customers daily as a manager, I will go all out within my remit to turn a unhappy customer into at least content if not happy, clearly she has different principles. She clearly states to me that it was only 5mins ago that she was there and turned the label around to hide the price, I someone had turned it around, not thinking for one minute she was referring that I had turned the label back round to show the price, I asked her if she knew this was the wrong price on the bulbs why leave the price on there, the reply I got was she was too busy, I replied to busy to take a piece of paper away to which you had take out to turn around to hide the price, if you did this we would not be having this conversation now as I would have needed to ask how much it was. The reply I got was I don't need to stand here and take this from you, I really thought at this point she would call security to have me removed though I might add, I was becoming frustrated and annoyed at her attitude I was never offensive or abusive in any way. I asked her position at this point and she stated a supervisor, I stated I asked for a manager so can I please have a manager. Finally a manager attends and I explain the situation and that I'm now extremely angry at how I'm being treated and made to feel. I even goes as far as to walk through exactly what I have done, I then get told that this supervisor or assistant had made a accusation that I had turned this price tag around to show the price, I'm now absolute furious at this had been stated as it was untrue, and even if I did turn this price tag around, am I not entitled to check the price of goods I intend to buy. As I have my 6 year old daughter with me and she is now seeing a side of her daddy she has never seen in her life, I decide to leave before these people push me to a point where I raise my voice that the entire superstore hear what I think of the way I have been treated and likely to be escorted from the premises by security in front of my daughter, I then say to the manager that at this point I will be leaving now as I cannot stand here any longer being treated in such a disgusting manner over two pounds because it isn't about money any more. My daughter and I left and went to Tesco's near to my home and bought the bulbs there, it may have cost a little more than ASDA but at least I was treated with respect, and the girl behind the counter was ever so polite.
It gets worse! ASDA retreived the damaged item and sent a replacement But once again their pathetic delivery company (HERMES) has screwed it up - AGAIN. Today (30 Jan) received an email from ASDA that item would be delivered today (30th January) and gave me a tracking link. This link took me to the Hermes web site which once again advised me that the item was too large (same message as received on 14 th January). Can you believe that I ordered this item on 11th January and I'm still waiting?????? This is rapidly turning into a farce!
Have always used asda and never really had any major problems. However when you do encounter a problem it's hard to complain directly as you have to either call and pay high prices on the 0844 number or post a complaint which is old fashioned and time consuming! They need to update their customer service! Upon our recent shop I was charged twice and didn't realise until my card was declined a few days later leaving me embarrassed! And out of pocket! No happy at all! So I have had to be charged to resolve te issue with the bank and now I have to be charged to complain to asda! Ridiculous!
I ordered a 32" Samsung TV for delivery. Once received, there was no user manual nor any paperwork for the TV at all. I even suspected the TV to be used due to resealed packaging - remote etc. Called customer services and they assured me it was a new TV and that they would send me a manual. The next day, I received a call saying they could not supply a manual. I was offered a £5 discount off my next Asda direct purchase for my inconvenience, or I could return the TV, then order another one. Refunds take up to 15 days to credit back to my card, so I would have to wait that long before I could order another one. They would not do a direct same day exchange. What a joke this company is. I know manuals can be downloaded, but with the valid suspicion that this is a used TV as well, makes for very bad service that £5 obviously does not make up for. I can't return it and be without a TV for over 2 weeks, so am stuck with a used TV at new prices and now I have to borrow internet access and a printer to download the manual. Extremely unhelpful. Very poor customer service. I will not use them again.
Ordered a DVD box set at the beginning of November, status of the order hadn't changed for two weeks. I sent an email through the online portal querying this, and was contacted via an answerphone message saying the order was stuck on their system and they couldn't deliver the order until their technical team fixed the problem. A further two weeks went by with no contact. I called the call centre (South Africa) to cancel the order and was told I would be refunded immediately. Another week went by, another email through the online site, and a phone call to the call centre again. They refused to give a refund or recognise the fact I wanted to cancel the order, the staff were unhelpful, argumentative, sarcastic and made no attempts to resolve the issue at all. No contact from them even though there were several automated emails after I sent in queries through the website. As an absolute last resort I went into the Monk's Cross Asda store near York and spoke to the manager, Sally Duckering who gave me a refund on the spot. Five stars for Mrs Duckering, and her helpful and mature attitude about the simplest of problems. If I could put the score as a negative for the online business, I would. I was forced to buy the exact same product from Zavvi.com. It was cheaper anyway and delivered within two days. Avoid unless you have a couple of months on your hands to wrangle with their inept call centre staff and horrendous customer 'service' who think nothing of calling you a liar even when you have documentary proof of what you're telling them.
I ordered a clothing item on 26th Dec received a text to say it had been delivered to my local store on 28th Dec and I had until 7th Jan to collect it. Yesterday - New years day I receive another text from Asda thanking me for returning my item and a refund is being processed!!!! I hadn't even collected the package so how and why were they refunding it. I emailed customer services as they were closed yesterday and it clearly states if you include a phone number they will call you back. Well guess what I didn't get a call so I phoned them this morning first lady I spoke too said she would ring the store and call me back within half an hour..... 2 hours later still no call so I called again spoke to a guy this time who really didn't care in the slightest he said it was out of his hands nothing he could do!!! I asked to speak to his manager he refused. I rang the local store myself who have promised me a call back this afternoon. I will be putting in a complaint to their customer services without doubt, this has to be the worst service I have ever had. I will avoid Asda from now on.
I have to say, I would have always been the one to say how amazing the Lincoln branches of asda customer service is, I can only liken it to Marks and Spencer and that is something to be proud of. However, today I had the need to call their customer service team for a grocery query. The call was answered quickly and politely by an Asian gentleman, unsure if he was offshore. I had a basic query which he was unable to answer, I asked for a manager, he refused, mumbled something I asked him to repeat he suggested I was being offensive or something similar and promptly cut me off! Asda, how are your customer service agent selected ? as some serious coaching and training is required here.
Last year I went into Asda Opticians at their Bolden store to see about new glasses. I had a good quality pair, but they were many years old. The first lady I saw said that they did a better quality of lens than the ones advertised, but there would be an additional cost. However, after having a new eye test I was seen by the manager. He said that the ones in their standard range were just as good, but he suggested I didn`t buy the two pairs in case I didn`t find them as good as my old ones. When they arrived they seemed quite acceptable, and having spent a day or two between these and my old ones I decided I should stick with just the new pair. After a short while one arm became stiff, and the other loose, so I called back and they were sorted.. Just before Christmas it became apparent that one arm was loose, as was one of the lenses (these are rimless glasses). I was in the Asda store at Benton where a new opticians has opened, so II spoke to the manager there who said that details of Bolden store were not available on his computer ( my thought was, are these franchises?), but he looked at them and said they were bad and should be totally replaced.. A couple of days ago I went into the original opticians in Bolden, and was given very off-hand treatment. I was told they would not be replaced, but could be sent back to the factory where they were made - they could not do it in Bolden store as they had no facilities. When I pointed out what the manager at Benton had said, the fact that these glasses had problems from the start, that they were now so loose they wouldn`t stay on hardly, and I need them for reading and driving (they are varifocals), so sending them away was not an optician. I was told `you should have a second pair`. When I pointed out that he himself had advised against buying a second pair, he just more or less said` take it or leave it`! I found them very evasive when it came to questions originally, feel that I was talked out of a better prescription, the frames were not well put together, and after sales service non existent. I would advise anyone to go some where else for their spectacles - Asda Opticians are just a cheap setup.
Ordered the bundle of 3 x 5 pack 32L foldable crates. Quantity = 2. So in anyones book that = 30 foldable crates. The named delivery date and notificated was fine and delivered on time. However, incomplete order. Instead of sending 3 x 5 pack x 2 quantity - only received 6 in total = 3 x 1 x 2 quantity. The first phone call, I was promised a return call in 30 minutes - nothing. So called 3 hours later. Half way through the call when I was on hold it went dead. We had established there wasn't a second package on route that day. So I called again for the 3rd time. The call centre person for the 3rd call - Magadelene - very nice, but she tried to fob me off by saying the remaining part of the package may be on route and could be delivered by 7pm. I confirmed that we had already established that there wasn't a second package as it wasn't in the confirmation of the order and it wasn't identified on their system in the previous conversation. So I would not accept this rationale as we knew it was incorrect. It was quite clear on the order confirmation that it showed 3 x 1 x 2 not 3 x 5 x 2. But she just couldn't see that! All she could offer was to refund the amount of money if I returned the 6 received to the nearest Asda. That is over an hour away and a 100 mile round trip as we live in a rural area and hence why I use a home delivery service (that I had also paid for). So I was not going to go to that additional expense and time due to their error. She then agreed to refund the money. I had to be specific to request how much would be refunded, in what time frame and what would the reference number would be. Unfortunately, she could not confirm a reference number and that it would be within 3-5 days. Fortunately she did say she would refund the full amount. At least I had her name as reference. Then ..... to top it all ... about 15 minutes later I received a call from her again, saying they could not organise my refund because they were confused as to what the order should be. They were going to escalate it on Tuesday 31 Dec (2 working days later) and then get back to me thereafter. That was it - I had enough. I told them that if they had an internal error understanding what seemed very straight forward to the customer on the website, then that it is an internal Asda problem, not mine. Given that I had also paid for the delivery, I would be quite happy for them to collect the 6 crates that had been delivered. But I was not going out of my way by 100 miles to return them to the nearest Asda, which I may go to about twice a year! Therefore they should proceed to refund me my money and sort out their own problem in their own time. Hence reluctantly she agreed to refund me my money. We shall see. Because if it is not on my credit card by Monday 6 January, I certainly will be escalating the situation. DO NOT USE THIS SERVICE - NO MATTER WHAT THE DEAL!
Don't listen to anyone in the comments. They don't realise that ASDA is a super-market that receives thousands of orders per day, especially during Christmas time- yet they expect ASDA to deliver them on time. Personally, my experiences with ASDA when ordering have been splendid. These people, who have recently started posting 1 stars, 2 stars, etc, are simply ignorant by the fact that they're not the only ones who do Christmas shopping online via ASDA.
5/5. Just check the reviews a few months later when there's little to no holidays going on... Christmas is insanity for some people and some rely completely online and not physically going into a store to buy their needs.
We booked an online grocery order for delivery Sunday 22nd December. We had previously used the service successfully for 4 months, however we will not be using them again. Our delivery was not delivered at all, we received a messages on our mobile answer phone and a call to the house phone where they asked to speak to someone completely different. I know that my groceries a were on the van but for reasons not explained so far these were not delivered., even after 2 calls to the helpline who offered to deliver on Friday, and 2 further calls from my local store. There is clearly no communication between store and help desk, no customer service and I fir knew will not be using asda again.
Just like Penny we ordered our Xmas grocery home shop from Asda. We had booked a 2 till 4 delivery slot,and waited for our groceries in vain.At 4.15pm I checked my emails and found nothing,logged onto asda account to read my order was cancelled!! I had not been rung or e mailed to tell me this. I rang Asda customer services and was told the bank hadn't authorised the payment,so asda had cancelled my order. I have ,ample money in my account and have never had a problem buying from Tesco sainsburys or asda themselves in the past and could not understand this. I know Penny and had seen her message on facebook describing her experience which is identical to mine. We do not use the same banks so it was definatly not the banks at fault. Last night whilst at work,i am a night nurse,my son received a call from Asda saying my payment had now been authorised and asking if they could deliver today. As I had made a speedy dash around Tesco prior to work last night I no longer needed the home delivery ,this my son told them. Well this morning they turned up with my delivery,despite this. The driver like asda customer service tried to blame it on the bank,saying they had had problems with a bank. lies,Penny and I use different banks so that's two banks. I sent the driver away having refused the order,then contacted my bank,who surprise surprise were (just like Pennys bank),never contacted by asda!!I have told the bank not to let them take any of my money out as I have refused the order. This is the worst home delivery service I have ever had the misfortune to use,they tell lies,have not even had the decency to apologise,and did not even bother to tell us they had cancelled my order. Luckily I was able to buy our xmas food at Tesco otherwise we would be having an awful Xmas. 0 for service,0 for lack of Xmas spirit,0 overall. DREADFUL ASDA DO NOT USE!!!
Just mirroring the many reviews I have just read! Ordered over a week in advance and was left with cabbage and potatoes for Christmas dinner after just under half of my order was missing and it was the most important items too!! like MEAT and the rest of Xmas dinner, along with some foodstuff presents!! How hard is it to reserve items when ordered in advance???? Until Asda can guarantee my items, THAT WERE AVAILABLE WHEN I ORDERED THEM!!!, will be delivered as ordered rather than me having to cross my fingers and take pot luck as to what’s available that day I'm MOST certainly staying away!!
Ordered nearly £200 of food for Christmas and around 40% of the order was substitutes, booked 1 week ahead and found via Asda online that certain products became unavailable including key Christmas products like Turkeys etc. Because I amended the order I was forced to select other items at worst quality yet more expensive. Simple items from my local Asda was out of stock even x2 days before Christmas such as Fresh turkey, Stollen, special range of veg like baby parsnips, glazier cherries the list goes on. The customer service for Asda stores is fantastic as you have call centres in the UK - yet - for some reason people who order online get the call centres in 'CAPE TOWN' South Africa. This call centre is awful unable to understand a word of what they are saying, call quality is poor as you can hardly hear them, and they have problems understanding. I won't be ordering from Asda online again.
please don't order online with asda direct , I ordered a microwave on the 21,11,13 delivered 28.11.13 to find it faulty ring a joke of customer care (in south Africa) to get refund to be told that when the manufactory receive the microwave back I will get my refund , 28.11.13 . rang again on 19.12.13 to be told to take to any asda store to find that they cannot refund due to being ordered online and not through the store, and was told by customer care that some one will ring me to arrange collection, now 23/12/13 still got microwave and for some reason cannot get through to customer care ? maybe busy with faulty item returns ANY WAY SAVE YOUR TIME AND MONEY BUY FROM SOME WHERE ELSE AND SAVE YOUR SELF THE TROUBLE
I changed to Tesco after it took me 2 phone calls and 2 emails to sort out a missing item you are left on hold for a long time while over and over they say we have high demand I wonder why is it cause your crap??? after there were no places left for an xmas shop in Tesco I thought I would try asda again I orderd on the wens for the sat and the time was between 8pm - 10 I waited and at 10.20 phoned the help line to see where my shopping was as it had already been ticked off as being deliverd no answer!! then I sent an email my shopping arrived an hour and 10 mins after my slot I had 10 subs and an item that was the wrong thing (not what I orderd) not a sub either fast forward 24hrs ive had an automated msg saying customer service will be in touch they have made it so you cant get in touch with anyone if you do they say we will ring you back they never do its about time the service just stops asda just admit your rubbish you cant do it and with draw your online shopping . Tesco sort problems within 24hrs so why cant you !! have you read these reviews this should tell you all you need to no about your service YOU ARE A DISGRACE!!!