Asda reviews

Asda reviews

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Poor customer service

I went into my local store last night (Hull 24 hour) to get a birthday present for my mum. Having selected a Baylis & Harding gift set, clearly priced on the shelf at £10 (and in more than one location), I took it to the self service check out.
However when I scanned the item in it came up at £18! I attempted to void it, cue usual beeping and irritating screens, when an assistant did arrive I said 'I thought this was £10?' she didn't offer to check or go look for herself, but just repeated 'you thought it was £10' as though I was speaking in a foreign language and then proceeded to stand next to me while I paid for the rest of my shopping as though I was trying to pull a fast one. I promptly left and drove to Tesco where I found a nicer gift set at £1 cheaper. Thanks Asda!
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Fobbed off from start to finish!

Booked and paid for my asda home delivery for my weekly food shop, had 6 good deliveries and then this nightmare of a Friday night. Booked the 7-9 pm slot so we got it after we both finished work as always. 10 pm came and went and we still had no food, at 10:30 pm my boyfriend gave up and rang the customer support number, soon found out that we were in for a night of being passed from pillar to post. One woman told us they couldn't do anything because of technical difficulties, so we tried ringing the local asda store who told us the driver was taken sick and we'd get a call back ASAP. Nothing! We drove to the shop and asked for the store manager to discuss it face to face. Again we were fobbed off, we asked if we could cancel the home delivery and just take our shopping from the shop as we were there but the manager said that we couldn't do that because they didn't have this and that. Non sensical if you ask me! The manager told us we would get a phone call first thing to rearrange delivery. Needless to say we had no such phone call. 4:30 pm on the Saturday we started again to get an honest answer from asda. They told us yet again at the customer helpline that they were unable to do anything. So ringing the Farnborough store again we were passed to the managers office, after ten minutes of ringing my BF gave up. He rang the store again and told the woman who answered that he refused to be passed to another phone, suggesting she go and find the manager and bring them back to the phone to talk to him. She did this and he spoke to the groceries manager who proceeded to waffle on about how it wasn't there fault and they could offer us a £10 voucher to be used in their store. My BF told them this was not enough, asking for a refund of the delivery charge and free delivery for the remainder of the month at least and for them to honour our order and give us our food today. No success, no food, no refund! Unfortunately after being passed around for two days we have given up on asda.
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Order delivered to store for collection

Ordered online and got it delivered to store. Arrived in a couple of days and was exactly what I ordered.
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Customer service is simply awful

I have become increasingly frustrated with Asda customer services, with regard to Grocery delivery in particular. Despite several attempts I found no resolution, was hung up on, and when I formally complained my email was replied to with generic claptrap which did not address the matter at all. Disgraceful.
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NEW SELF SERVICE TILLS AT THE FOLKESTONE STORE ARE UN-HELPFUL

I have shopped at my Folkestone store since the day it opened and found that everything i wanted was there including very helpful staff i go early morning as i am elderly at least 5 times a week to avoid crowds, but i am not happy about the new self service tills which have now been installed. I am told by the staff that the cashier tills are only available from 10am,i am now having to handle my goods three times before they reach my bags,sorry ASDA but you have lost a valued customer
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worst service EVER !!!! do not use !!!!!

the delivery service of ASDA is absolutely disgusting and not only will i never use them again... after the way their customer service dealt with me and with the complaint , i will never shop in their store either
Out of the 27 items ordered , just 9 of them were correct , the rest were substituted for totally different flavours !!! I sent the whole delivery back and phone 'customer services' ( a call centre in south africa by the sounds of it ) who said they would look into it and call me back in 2 hours ... this call never came
I then called 'customer services ' the following morning who again said they would get me called back by 10am .... this call never came
I then called them AGAIN to find out if it would be re delivered and they said that a case manger would call me back in two hours
surprisingly this call did happen and the case ,manager would find out if it is being redelivered and call me back .... this call never happened and my son is waiting desperately for the goods so i called them yet again to speak to this case manager and to my utter disbelief they said that they would e mail them and they would call me back in two hours !!!!
This service is a shambles but what is ten times worse is their customer service totally unbelievable and I would warn anyone trying or thinking of trying it .. not to bother . The amount of time i have spent trying to chase this up i could have physically gone to the shop and bought it ten times over
I now have the pleasant job of trying to get a full refund for the whole order as i sent the whole thing back !!!
I am just absolutely flabbergasted that they are not looking to look after potential customers in this economic climate !!! DO NOT ATTEMPT TO USE !!!!!!
Just a follow up on the above .. I have now got so frustrated waiting for calls that never happen , I will order it from one of their competitors (goodbye ASDA) and so I called the so called customer services again to get an address to write in a complaint , as nobody seems to care over the phone , and can not believe that their operative has now told me that she does not have an address OR e mail address
INCREDIBLE WASTE OF TIME !!!!!!!!!!!!!!!
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worst service ever!!!

they don't deserve not even 1 star...Customer service it's a joke!!! I order it 5 case of 1.5 l of Buxton and some coffee,the driver bring it 5 case of 0.500l,I refuse the order,I told the driver if can be swap and that stupid cancel my order!asda online????it's a joke!!don't use it!!!
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3 strikes and you're out....never using them again!

Driver came 10 minutes before earliest time due, and lied on the 'sorry we missed you' note that he left, despite being seen by several neighbors!! And as for the problems trying to get it sorted out....sheesh, 2 hours out of my life gone forever.....and still no shopping!! Never again. Avoid like the plague unless you like chatting endlessly to faceless customer service drones in South Africa. :-(
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Call centre dreadful! Delivery drivers very helpful

I ordered from asda for the first time to be deliver today (28/01) shopping was delivered within time frame but upon putting it away I realised they had not delivered my frozen items I tried to contact the number provided the woman who answered couldn't understand me very well she then could not find record of my delivery she kept checking spellings of my name address etc I was getting very frustrated,sounded like the call centre was in a different county!in the end the line just went dead she had given up. After about 15mins my phone rang was someone calling on behalf of the driver he had realised the mistake and would deliver my forgotten items within the hour,was very apologetic and helpful I don't know why they can't just give customers this number to call with queries I assume was the local depot in my area,all in all a good service from delivery driver genuine mistake very polite however the call centre needs to be reviewed very poor service!
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Terrible worst company I have ever come across

I am thoroughly dissatisfied with your delivery service, I was meant to have a delivery between 9-11 Monday 27th jan, never came I phoned your customer service line 5 times to find out where it was to be told someone would phone me back, I'm still waiting for the phone call now the next day at 10, my shopping has now been delivered came around 8.30 TODAY a whole day LATE. I got the store number from the delivery driver, so phoned the store for that person to have the cheek to tell me they had tried delivery & I wasn't in, I can assure u they did NOT try delivering I was in all day & if they did try delivering y was a card not put through my door?? Because it never happened that's y. I phoned up to get answers as to why my delivery came over 24 hours late & got told it was my fault, what a joke, not to mention the 5 times I called your customer service line who were no help to me what so ever, I will certainly think twice before ever shopping with Asda again as your customer service is atrocious I have never experienced anything quite like it. People have there shopping delivered for a reason for convinience & at a time that they need it what good it it to me 24 hours late. I know I won't be getting a reply to this as I have already experienced your terrible customer service but at least I have got it of my chest, many thanks Joanne price, a very angry customer. I will not be leaving my number as like I said I have spoke to you many times & your about as much help as a wet blanket.
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ATROCIOUS.SERVICE.DEFINITELY.ACHIEVED: DO NOT SHOP WITH THEM!

JUST FOR THOSE OF YOU WOULD ARE THINKING TO SHOP WITH ASDA I.E (ATROCIOUS SERVICE DEFINITELY ACHIEVED) IS IT WHAT THAT STANDS FOR PLEASE SAVE YOUR MONEY AND JUST GO ELSEWHERE. THE SERVICE YOU WILL GET IS OUT OF THIS WORLD YEA ONE YOU WOULD NEVER EXPECT RUDE ADVISERS POOR COMMUNICATION OH WAIT THEY DON'T HAVE COMMUNICATION SKILLS ! I HAVE MADE SO MANY COMPLAINTS AND NOW MY DELIVERY PASS IS REFUNDED I DO NOT EVEN WANT TO WALK INTO THE STORES THE DELIVERY DRIVERS WILL TEXT YOU SAYING THAT THEY CANNOT FIND YOUR ADDRESS AT THE TIME YOUR SLOT IS UP (NO PHONE CALLS) SAYING TO RE-ARRANGE NOW TELL ME WHAT IS THE PURPOSE OF HAVING A MOBILE WHICH THE COMPANY GIVES AND USE IT TO SEND A MESSAGE AND NOT CALL? BELIEVE ME I COULD GO ON FOREVER SAVE YOUR MONEY AND TIME AND SANITY AND DO NOT SHOP WITH THESE PEOPLE.
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Never again

I have used Asda for long time and apart from a couple of occasion when they have delivered the wrong shopping they have been ok. A couple of weeks ago we ordered our shopping to be delivered on a Saturday night which was about the only time we would be at home due to work commitments and my wife's mother being very I'll. Time past and no sign of our shopping so I rang them and asked where it was. The woman replied we text you this morning to say we were having problems taking my card payment. First of all there had been no text or call from Asda, I then decided to check the order and after a while could see that my wife when putting the order in had used her old card and not an upto date one. We do take some responsibility for this and know my wife had a lot on her plate a mistake anyone could make. I rang them back asking why they never contacted us so we could have paid by the correct card. They were very unhelpful and told me it could be delivered in the middle of the week. I then made a complaint by email and asked for my 15 pound delivery charge to be returned as I would not use them again. I was told I could not have it back as it was not allowed. I understand that it was our fault but surely if they had text me we could have sorted and we would not of had to go shopping on Monday in time we didn't have. There customer services team are unhelpful and couldn't care less if you shop with them or not. We will now be using one of the other supermarkets to deliver our food and it seems I have lost my 15 pound.
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Dreadful Service!

My 1st online order for my Groceries, was 35 minutes late. No call or text to say why (unlike Tesco, Ocado, Sainsburys) So I called Customer Services at 5 minutes after my slot 1905hrs, I spoke with what seemed like a foreign call centre. Was advised someone would call me back! No! So chased at 9pm, still no call back by the morning so called again, no call back, so called again, no call back, and again, and guess what....still no call back! CRAP! So I emailed, I have just paid for a 3 month delivery pass which I will ask for the money back. Yes you can have your money back but you will have to pay for the delivery today even though I have been put through this awful experience. NEVER again will I use Asda. Be warned!
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Don't do it!!!!!

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
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Great Products, Great Prices - Shockingly unreliable deliveries via courier

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
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Even 1star is too many, DISCRACEFUL CUSTOMER SERVICE!!!

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!!
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Shocking service I have ever recieved.

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.
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It gets worse

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!
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Poor experience as charged twice! And no email to complain direct!

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!
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Worst customer service I've ever encountered !

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.

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