“Since this second lockdown I have received a weekly delivery, which I am grateful for. However I always tick for carrier bags, only 40p so saves having to take out my items individually from their delivery box. It started off okay, but on at least 5 occasions since, they have not had the bags but still charged the 40p anyway. This is not the delivery drivers fault, and they are just as frustrated by this as the customer, as it takes much longer for each of their deliveries for the customer to take out their items a few at a time. Yesterday once again no bags, the cost is adding up now. Only £2.00 you might say, but one of the drivers told me that they had 20 deliveries with no bags, so that means £8.00 in just one - two hour slot for that driver. How much are Asda making with all their deliveries just in one day overcharging for these bags. I rang their customer services, and spoke to a very rude man, who told me that they had a directive that Asda were not supplying carrier bags. I then asked if that was the case why was Asda still charging for bags. This option should be removed from their order page. He told me they couldn’t do that, and so I should just uncheck the tick box for bags. He seemed to think it was a trivial complaint, and thought it was funny. I took his name (if it wasn’t made up) and asked where his office was, and he told me South Africa! I asked that he email me this directive, as I was taking this further. He asked me to hold, after a few minutes he came back and said that he wasn’t allowed to send to external emails. Strangely though after his call I got an email to say he had refunded 40p. Following his response I emailed the CEO. Now I know my email would not reach him, but I wanted to see if a) I got a response, and b) what they have to say. First email back was a standard we have your email and someone will investigate. Received another this morning telling me they will report my concerns to the delivery Manager. They have not addressed the charging of carrier bags, or indeed the money they are making out of customers. Just wondered if anyone else has had similar issues. I should also have said my first option was to ring the branch which was Andover, but the shops are not taking calls.”
“Ive never seen a company with such bad reviewsand can only say i agree. Overcharged three or four calls to get a refund for items i never got Appalling customer service in every way... Do not use”
“Profiteering from covid-19 lacking content of items on Asda app have to ask others to go into store to get goods I require . They're doing nothing to stem footfall through their stores in these times of infection control Asda care about themselves not their customers or staff as long as shares doing well what the gell”
“My elderly mother had a delivery booked for 830-930 pm so she sat waiting until 1030pm when I called customer services.
They did not know where or anything about what was happening with the order and only advised if not there in 30 mins it will be cancelled.
It’s the next day and still out for delivery on their system.
What a complete shambles of a delivery service where no one updates one text message or phone call to explain delay etc and we would of been disappointed but accepted it but not the way this has been handled”
“You paid for Bags and they delivered your order with not bag, and have to pick everything and put in the floor. Very disappointed.
First and last one.
😡”
“We’ve been having deliveries from Asda since first lockdown, free up to November ( don’t know if this was paid for by the Government or not) then they started charging for delivery but wouldn’t let us have a delivery at Christmas or the new year. Each week we are told that they don’t have this or that item, ridiculous items that if you visited the store you would find them.
Asda have made a fortune over the Covid lockdown and have taken full advantage of the situation.
On the other hand the delivery guys have been excellent.”
“On the 29th January I placed a grocery order online for my 88 year old dad who lives in a care home. The total was £133.92 and was meant to be delivered on Sun 31st. A few days later I found it odd that the care home staff asked for things which I had ordered the previous week such as a can opener and toaster. I spoke with them and they explained that the order hand't arrived and that on the 31st they were snowed in and that nothing was delivered! Nobody from ASDA notified me of this and the order appears as delivered on their website!
I called ASDA customer support and explained what had happened. The member of staff looked into it, apologised saying it would be investigated and said I would be contacted the following week and also refunded. Also not to worry, the refund can take a whole but it will be processed.
I re-ordered what they hadn't delivered the previous week and naively believed that they would keep their word.
It's now been a few weeks and I see that I still haven't been refunded, nor has anyone from ASDA contacted me to explain why nobody informed me that the delivery wasn't taking place.”
“Home delivery never arrived, Will never use Asda again, poor customer service, could not understand person on other end of phone, now, I'm off to Tesco!!!”
“Ordered online
Delivery never showed up
No contact or email to say it wasn’t going to turn up
Customer service can’t even contact the store they didn’t seem like they cared
6 to 8 was my slot 9 o’clock i ring customer service
Oh driver is delayed wait till 10 if it’s not there by 11 it won’t be coming
Next day they say they had no drivers and the system went down
I want my money back but who knows when I will get it as my order status says preparing order
I couldn’t collect from a store they wouldn’t allow it
Just a bunch of sorrys
But sorry won’t feed the kids one disabled at that
There is no curtsy or dedication to keeping customer’s happy
You just get lied to
The call handler is hard to hear
I was shocked at how bad they handled the problem, a day later still no shopping and no money to buy anymore and order still saying preparing
So my money can’t be refunded
I can’t believe they can get away with this”
“Don't deserve 1 star very even disserpointed in my first and last on line order as bought stuff for Sunday lunch and no meat or potatoes was avalibale and sent suede in stead of parsnip and collie wasn't enough to feed one and lots of subs not exseptable yes they will refund but will take 3-5days so no dinner for us today as no public service where we live on sunday not good customer service at all”
“Not deserving of 1 star.
2nd week in a row half my shopping missing. Customer service no help whatsoever and also refusing to refund the delivery cost. Had to call 4 times to get last weeks items refunded, and now back to square one with this weeks delivery. Last week was a new driver so gave them the benefit of doubt, but afraid it's back to Tesco.”
“Worst online experience in 20 years. No communication and call centre cannot even contact local store. Delivery still not recieved 9 hours after start of delivery slot. No tea, had to resort to frozen fish. If we needed an essential delivery due to Covid we’d now be starving for at least a week.”
“Delivery didn’t turn up after 4 long telephone calls I fine get told at 9pm when my order should of arrived between 1-3pm that’s it’s been cancelled, a week later and my payment has still not been received appalling customer service and I will never shop there again, this is not the first time this has happened maybe Asda’s should have the call centre in England with people that actually care that you need to feed your family and help you😤”
“Visited glenrothes fife store today 17/02/2021.no adherance at all to covid rules by staff or shoppers i left after 5mins a cluster waiting to happen. Shame on u asda money talks loudest.asda no longer exists for me.”
“I ordered online "meal for 2'' it suppose to contain 1 Starter, 1 Main, 2 Sides, 1 Dessert, 1 Drink or Chocolates in price of £15. I have received only 3 of the items and was charged for each of the separately. I would newer pay £7 for 2 mini size mushroom. I ordered it only as a part of set. Instead of £15 for 7 products I paid £15,50 for 3! I was refused refund. This was the last time for me I ordered from Asda. Never again.”
“The Asda delivery driver drove over our garden and turfed our lawn. To top things off the delivery was for our neighbour. I took pictures and our neighbour confirmed things and Asda are refusing to do anything about the mess and inconvenience caused. I have sent them pictures, sent emails and made endless calls and NOTHING. Use at your peril ! The driver showed no care, so not sure if they really care about what state your deliveries arrive like. Don’t expect anything if they cause damage ! USE AT YOUR PERIL!”
“My first online food shop, never again. Steak and Lambs Liver not in stock. No substitute. Two 300g packs of bacon, expiry date on the 17 Febuary, one pack was mainly fat, delivered on the 15th. Stir Fry veg, 600g expiry 17th. Chicken Breast 525g, expiry the 16th. It just seems as if its a way to get rid of the nearly out of date food.
The delivery was punctual and the driver was great, only good thing.”
“I was in asda in clydebank yesterday 12th of February. In visiting the store it was so busy there are no social distancing. No managing the amount of people in the store. This made me feel uncomfortable and I left as soon as I could. This is not down to the staff as they are friendly and helpful. The management are clearly putting profit before health!!”
