“Terrible service frm asda,I placed an order for some paint and a few other bits for West Quay southampton.However,my email confirmed id have to collect frm High st,West end,the following wk.In the meantime I received emails stating firstly my nappy sacks were not available,then an update that I must collect my order at chandlers ford,Eastleigh.I don't drive,so I got a taxi there to be told they did not have any of my items.Then I received another update whilst leaving Eastleigh saying my order was ready at West end.£40 taxi fees later i had my items,including my nappy sacks!!.I called asda to tell them about their poor customer service and they said as a goodwill they would give me £10 evoucher and escalate my complaint.Shortly someone would get back yo me to resolve my issues.I later received an email saying my evoucher had been issued with no number or code.So I called bk for the useless staff to hang up on me.So I called again,and staff admitted there was no number or no evoucher issued.And,yet again someone would get back to me.
For such a large company,they are doing a very poor job at continuity of care and drab service.im very disappointed at they way they treat ppl and the lack of good communication between colleagues and services.im not happy giving this company my time,effort or money”
“12 items were missing from my delivery order, I complained on line the same day. I expected a refund for the items missing and it was rejected. It was the first time and the last time that I bought in Asda.”
“I am shielding and really pleased with mobile app, phone service response if there is an issue, staff and deliveries excellent. Shame the feedback button doesnt appear to be working on my phone app or the web.”
“I ordered a home delivery slot as I am self isolating with my Grandad due to having “flu like” symptoms & waiting for results from a Covid test.
Last food shop was 3 weeks ago so the shelves are pretty empty! Delivery slot came and went, no truck turned up. Waited another hour & then called the customer service helpline who said our order had been cancelled! No email or message to advise this or explain why. No apology at all.
I advised we couldn’t leave the house and when could we have another delivery...10 days time. Just ridiculous. They weren’t bothered about letting us down or that we had no food. I asked if I could collect the food as it had already been picked and packed...No was the response.
Just kept saying there was nothing they could do and to log into my account online and re-book a delivery. Like this is an acceptable response. Asda’s Customer service is just beyond awful.
So as we needed food I had to drive to the Asda store taking my grandad with me in his wheelchair as he cannot be left alone and purchased all the food we needed. What a mission. 3 hours of our day inside a supermarket & the cold air made my poor Grandad cough so much.
An hour after getting home I get the results from our Covid tests to say we are both positive! You’ve got to laugh - government people tell us to stay at home but Asda let us down and we had to go out for shopping. Let’s hope no one caught anything from us today hey.
I won’t be shopping with Asda anymore but kinda glad I chose their store to go to today considering our results!! I’ve been told to enter the details of everyone I’ve been in contact with onto the NHS app... oh dear!”
“Colchester asda People walking round not wearing masks i see they had masks but pulled down round their neck no social distancing hand sanitizer i small bottle and to many people allowed in the shop this is high risk of shop spreading the virus disgusting i will be reporting this”
“I wish I could actually record my experience as 0. I’m am horrified at the level of Customer Service provided by Asda. After my delivery slot, 2pm-4pm, had passed I called them at 5.30pm to be told that due to bad weather conditions there was a delay in ordering and it should arrive by 8.30pm. There wasn’t even a gentle breeze to support this story. Unhappy with this I called them again to discuss other options to then be told that their van had broken down and it would be with me by 8.30pm. Most unhelpful as I now had to order a take away for my family, an extra cost. I’m sure other parents know with home schooling 2 children, a new born and working full time from him, I have to run my household like the military.
At 9pm still no delivery so I had to call them AGAIN, to be told the store would call me at 10am the following day to reschedule. At 11.15am still no phone call, so I had to call them a fourth time to be told that my order had been cancelled and they would refund my order with the funds for a few days. No offer of a good will gesture despite my now having to struggle until I can get a delivery from Tesco”
“after 2 cancelled delivery(notify via text 2 hour after the delivery)I had to pay 7£ delivery for arrange an emergency delivery on Sunday.
After these poor service I asked customer service for a compensation of the delivery as gesture of goodwill to recognise the distress and inconvenience caused me as a result of their service failure.The assigned of the complain email me said that they don't issue Voucher anymore but they gonna invest that money in the service.(I find that a Ridiculous answer,invest the money of an unhappy customer for make their service better??after 14 years that I bought and recommended Asda I am now very much advise against.
ASDA YOU LOST ANOTHER CLIENT CONGRATS”
“I bought 2 for £1 packs of hot cross buns in your Swanley store and they were the worst ones that we have ever had tastewise, no spice, no fruit and a really odd, sweet taste and the consistency was very doughy. This surprised me as I usually rate them highly from my local branch in Bexleyheath but these were truly atrocious. Very disappointing.”
“Again at Asda in Dunstable my children who both have special needs have been humiliated by a section leader. She shouted that an item had not been scanned but quietly acknowledged that it had. Then a dispute over trolleys....an advisory to have one per customer as my son pointed out. Detective work got me through to the Manager where I voiced my concerns. I asked for the woman's name but this was not offered. I said she is not a pleasant character as this is not the first time this has happened. Quite appalled by her continued behaviour. Carol Sutton”
“I have been shopping on line with Asda for 10 months and at the begining it was ok the web site as gradually got worse full of adverts like we think you might like or customers also bought or before you can get to go to check out you have to scroll through every thing you have bought and over a 10 month period it's absolutely perthetic I will in future be changing to another supermarket and hope much more of there on line customers do the same my rating of their web site is zero out of ten”
“Terrible customer service. Order cancelled due to weather - fair enough.
No email and so called customer service, no delivery slots until 10 days later. So booked that.
Raised a complaint at the same time.
Following day, text to say all items, except £18 cancelled ( was this because I raised a complaint???)
Called cc to see what was happening, I was advised items had not been re ordered.
Raised another complaint.
The lady really wasn't bothered and was basically singing when speaking.
Let's see if I get a reply to either complaint.”
“As many others here, I had a delivery slot yesterday for 7.30-8.30pm. No text or email to tell me there is a delay or cancellation. By 11pm nothing still. Called Customer services today and told the best they can do is try again on the 30th Jan almost one week from today. I am the sole carer for my over 80 year old mother and hence we are completely dependent on home deliveries during the pandemic.
Also told I can cancel this and they will refund. Later on in my account it showed the same order as 'delivered'! I called the customer services again and this time they had the nerve to tell me it was a missed delivery i.e. that no one was at home to receive the shopping!
The lack of assistance and inability to put right what is their fault was bad enough but then to have the finger pointed at me for not being in was beyond terrible.
Asda do not care for your custom, they are too big to worry about how they are treating vulnerable people in such a way during a very difficult time when a lot of us are housebound through no fault of our own.
The call centre based in the Philippines is designed to stop customers from taking their complaint further as they continue to repeat the same things over and over until the customer basically gives up.
As a long standing customer of Asda I will no longer be shopping with them as they have left my mother and I in a very difficult predicament when we were counting on essential groceries for the week ahead. This is unforgivable.”
“Worst online shopping company there is. No delivery so now have to go to a store (not asda) and shop as normal and risk getting and spreading Coronavirus....They are useless and totally irresponsible.... The Government should be stepping in and sorting out these incompetents....”
“Amazed at lack of masks and no social distancing of staff. Whilst I appreciate that some may have underlying health issues I find it hard to believe that the 20+ number of staff all did. Cut my shopping short. Was approached by member of staff for taking picture to illustrate the issue. He not only stood within 1m but also had no mask. Shameful.”
“After arranging a click and collect from my nearest asda store I was informed that some items were unavailable. The items not in stock were bananas, carrots, grapes,strawberries,cucumber and oranges. As you clearly seem to think that you are a leading supermarket it seems odd that you can't supply even basic foodstuffs to your customers. One of the items that was actually available was a bottle of wine. When I got it home and unpacked it I discovered that the security tag was still attached to it. (Photo).Your grocery picker is lacking basic common sense. Good job that I am the proud possessor of a hacksaw. Ps.next week it's Sainsbury's!!!”
“Worst delivery service ever. My home delivery has got cancelled 3 times (London - Leyton) in the past few months. People are relying on the company for their food deliveries. The company should cut down on the slots and simply not to accept the order at the first place if they are not capable keeping up with the pace. I have stopped ordering from Asda a year ago because of this issue, I went back to them but after my 3rd order got cancelled I don't think I am ever going back to order anything from them.”
“This is a shop that finds it acceptable to have no rules in place during a pandemic.
No social distancing
No one way system (even though there is arrows on the floor) rude management.
Everyone walks and does what they want. When approached n questioned about it they don't want to know.
250-300 people in store yet can't have any in a restaurant. Fucked up”
“2 meter rule "DOESNT MATTER" apparently according to Paul Garnett Asda Huddersfield Manager.
Thousands sadly dead due to this awful virus I think anything we can do to stop the spread SHOULD MATTER.
Staff wear T Shirts saying keep 2m away then totally abuse that well that clearly should matter too !!”
“Asda runs the worst delivery service I have ever seen in my life and I spent 2 years in the Middle East. My order was delayed by 2days and this was after I spent 7pounds just on the delivery(slots) fee.
Plus don't bother calling customer service; they are nice but 100% clueless.
I wish I could give less than 1 star.”
