“I ordered a king size Butterfly Duvet set. Picked it up
Today Sunday 27th October.From customer service.
When I got home and took it out of the box.
Was absolutely fuming.I think it’s time this company checked
The machinists work,All the seams are crooked.
On one seam,the material hasn’t even been cut,and it’s left with a raw edge.
I won’t be buying, bedding from Asda ever again.
I just can’t be bothered to come all the way back to Asda to change it.when it should have been in perfect condition.
In the first place.”
“If I could put 0 stars I would! First off I had the worst experience with a certain delivery driver. I'm quite unwell at the moment and asked the driver if she could please take the crates into the kitchen for me, she tells me rudely "this is your shopping so maybe take it in yourself " which stunned me. So I said to her ok then il take them in and told her to wait at my door, I get into the kitchen and shes banging the crates on my hallway wooden floor, then precedes to throw all of my shopping on my kitchen floor when I'd told her to wait at the door so that's trespassing. I then rang customer services and they couldn't careless. Then I ordered a shop yesterday, I ordered a Russell Hobbs slow cooker which cost £25, i bring my shopping In open the Russell Hobbs box and inside was an asda £13 slow cooker! That is fraud! Someone has clearly took the slow cooker out of the box and swapped it with a cheap one, I rang up and not bothered whatsoever. Avoid them at all Costs!”
“Asda Hounslow car par is a total rip off - be careful
I went shopping in the store was there only for 4 mins (Milk & Bread) total cost £2.75.
On my way out I went to re-validate my car park ticket I was told to get a free parking a minimum spend should be £5
Called for a manager and she says that the carpark is privatised so we have to pay but if I spend £5 then I can get a free car park. If the car park is privatised how would they know how much money I have spent in the store to qualify for free parking (1st lie)
After a bit of argument the manager says even she has to pay for the car park - note she works more than 5 hours which means a cost of min £7.50 car parking charge, why would you pay £7.50 x 5 days (2nd lie)
No sign post out side the car park to advise the consumers of the minimum spend of £5 or you will be charged £1.50 minimum charge.
Consumers have lost of option to go and buy their groceries Asda is not the only store.
My personal opinion Asda is trying to recover the cost of refurbishment of the store from the consumers
Please advise your friends and family of this little scam!”
“Delivery slot booked 7-9pm waited till 9 30 and was informed it would be here at 09 45 still no delivery at 10pm while back on the phone I was told delivery had been attempted this was a lie I have been in all evening. I was cut off from my second call third call had a 1 sec call from unknown number no email or update at all.
Poor service order cancelled”
“ASDA drivers are rude, I live in 1st floor, they keep some items at my door step and some in the ground floor, and they ask me to go and collect them. some drivers, though I return the items immediately, they dont enter into their device then and there and I dont get any refund at all. and I have to keep chasing thecustomer care. worst home delivery and customer care now-a-days.”
“New online format is awful. Very difficult to navigate. Some products impossible to find. When warned that ordered bread was unavailable, impossible to navigate shopping basket list! So confused I deleted the whole basket, then found I couldn't send complaint without order number! I've been a customer for years, but this is a shambles! Never again!”
“I used to speak very highly of ASDA but now I wish I could give them no stars at all. This is a result of using their online service and speaking to their customer service team.
You get put through to an "offshore" person who cannot understand a word you are saying. He asked for my telephone number several times and said it was incorrect, which it wasn't. Guess what? I checked and the telephone number I was giving him was correct on my account, therefore he obviously just couldn't understand me! Then he asked me to give him my email address which I had to do several times. I ended up having to do it phonetically and he still didn't understand me. In the end I asked for someone in the UK to speak to. Please bring back UK call centres! If you insist on hiring from abroad please at least make sure they understand the English language first. I wish large companies were more loyal to the UK and looked into employing their own kinsmen first.
I was in the process of moving home when I was setting up my delivery pass, therefore I called customer services first before setting it up with a few questions. The website was not clear. I wanted to know if I could cancel the delivery pass at anytime if I was unhappy with the service when I moved. Also that I would receive a full refund for the time left. I was ensured that this would be fine.
After struggling for the last three weeks to make up my orders because loads of the goods I wanted were unavailable, I'd had enough. ASDA also don't have enough alternatives if what you need is not in stock, especially when you have a lot of intolerances like me. You are also often told too late that products are no longer in stock and will not arrive. Having a disability this makes it very difficult to get out of the house, therefore being informed too late is useless to me.
When I spoke to the UK and offshore call centres today they both informed me that I would have to wait until end of August next year for a refund! This was not what I was told and I asked to speak to someone higher. They said there was no one else and that I could cancel online myself via my account, but I'd still have to wait till the end of August before I got a refund (over 10 months!). So I asked her to hold while I tried to do this and I found it was not possible. Therefore she went away AND did speak to someone else. This time I was informed that I can't cancel it myself and that all I get at the end of August is the difference back from what I would have spent full price without the delivery pass and the £24 I paid them upfront. Disgusting! This has made my deliveries extremely expensive and I would not have signed up if customer services gave me the correct information when I called. To make matters worse they give you an Asda voucher for the difference at the end of the 10 months. What is the point of this when the whole reason you buy online is because you can't get into the store?! They did not answer this!
It is also obvious from todays events that the people on the phones have no idea what they are talking about. Even the last lady I spoke to today was initially giving me the wrong information until she double checked.
She also told me that I had to read the full terms and conditions, but I called to speak to someone at the time because the website was not clear. Therefore why would I need to? You assume that the people on the phone should be competent or why are they answering them? As a result its very obvious that lot of training is required for customer services at ASDA, buyers and users beware!”
“I rang my store and told them i had a missing item yet again this is the third time this has happened,they said dont worry we will redeliver it, if we can not we will contact you, they never did ,i got a email sent from asda that the store sent not straight to me ,but the store sent it to asda .com customer service saying i will get a refund and not the product, they have done this on all occasions , but the asda it self gave me £5 voucher to say sorry,i waited in all day yesterday for either a call or delivery nothing happened , i finally got a email from asda itself and not the store very late in the evening forwarding a email from the store about the refund, and further email yet again very late last night about the evoucher, i am a loyal customer who does not like to normally make a fuss”
“Absolutely delighted with the home shopping dept at Inverness, special thanks to Martin for sorting out my difficulty with online problem. Fantastic service.”
“I always shop online at Asda,during the last couple of months they have changed their website so now it is very difficult to shop online as it is very difficult to navigate their website,so I won`t be shopping with them anymore,also I cannot get in to my account to delete my details,I asked customer services but they are absolutely rubbish,no help at all.”
“I was very disappointed that many grocery items were not delivered this afternoon, and made a complaint to customer services. I was therefore extremely surprised and pleased to hear a knock at my door this evening and to find it was my same delivery driver with a crate full of the missing items. Well done to this very conscientious Asda delivery driver. Thank you. I wish I had taken his name or given him a tip.”
“Booked delivery 9-11 came at 11.55 not happy as I had an appointment ,and had to go alone whilst my husband waited for shopping no apology from driver ,also not very good dates on products , having to freeze meat straight away .My delivery pass runs out soon so won’t be renewing giving Tesco’s a try”
“Second week in a row asda delivery has cancelled mY food delivery on the day it was supposed to be delivered. Will now only be shopping at Sainsbury.”
“This is long but only illustrates my disappointment with Asda.
I have been an Asda customer, both instore and online for many years, and other than the very occasional hiccup, without problem.
However yesterday evening - Saturday 05 October - I had the most awful checkout experience that I have ever had from any store.
I am a female pensioner in my 70's and 'shopping' is not new to me.
However the woman who 'served' me yesterday is a very poor example of staff that you employ and does your reputation no good.
Firstly, not only was she coughing without covering her mouth, ( it was too late for me to move elsewhere as there were few tills open and there were other people behind me ) and therefore not just over the belt but over peoples shopping - and not just mine - and frankly the check out supervisor should have removed her - but she proceeded to almost throw my shopping, mainly food and perishables, down the belt so that it pilled up at the bottom with some items upside down or on the side.
I didn't have space at the end of the till area, or time, to get my many shopping bags in place to even begin packing my shopping away.
I kept gently pushing things back so I could at least begin to pack.
Eventually after 30 items she held back - this was established by checking the receipt later and seeing there was a sub total.
Had the checkout operator been a very young or new employee who perhaps wasn't aware that customers don't want their goods pilled up in a jumble I could understand. Actually I have found that most young staff members are very careful and considerate.
This woman wasn't young but mature and was displaying considerable annoyance that I wanted to pack my shopping properly and not upside down and in a mess. Her 'bad mood' was clear.
I might be 'old' but I'm not slow. I'm careful and don't want my shopping damaged and spoilt.
Not a big ask.
One of the items I was buying was a Dettol antiseptic spray bottle refill at £2.00 - heavily advertised as being eco friendly so as to avoid buying new spray bottles at £1.00.
When I selected this squeezy pack I noticed that one on the shelf was leaking from the screw top .... this I removed from the others and placed to one side and tried to find a staff member to report to ...... no
one in sight.
Being aware of the possibility of a leak, and having read the pack instructions that the contents were concentrated and care should be taken when handling and that gloves should be used, I returned to the fresh produce area and got one only small clear plastic bag to put the refill pack in.
( I have noticed that some shoppers pull quantities of these bags from the dispensers and take them .)
Common sense - food and chemicals don't mix.
However, the checkout operator removed this pack from the protective bag and moved it to one side. I asked her politely to please put the item back in the bag.
She refused and said she would charge me for the bag .... a single small biodegradable clear plastic bag being used to protect my food in case of contamination.
Not a problem for the use of common sense.
I said I wasn't prepared to pay for the bag in the circumstances and also expressed my surprise that Asda charge for these bags.
I asked her to get the manager as I wasn't happy with her response.
She then proceeded to lecture me that it was company policy.
(Tesco don't charge for these little bags, neither do Sainsbury's, Lidl, Aldi )
That Asda have to pay for these bags, ( that may well be but so do we the customers ) and that I should bring my own bags - I had
about 6 large bags with me.
She then continued by saying that she didn't use any plastic and then told me that I shouldn't.
Asda seem to have a policy in this particular store to give a new 10p bag to customers if the bag you have seems to be damaged ..... contradiction of bag 'sales' there.
She then decided to tell me in a very superior manner that she had recently bought an expensive dress and wasn't 'given' a bag.
Had she perhaps bought a bag , to put her expensive item in it would have been plastic ... this I know because I had earlier bought something of value from that very same store she mentioned earlier that afternoon and the bag I bought and was offered was plastic !!
People in glass houses springs to mind.
However, by this time the queue behind me had built up with most of the waiting customers agreeing with me that it was ridiculous and that common sense should prevail.
I asked again for a manager and she refused - said she couldn't ( or wouldn't ? ).
I said I wasn't at all happy or impressed and that I would go to the customer service desk and ask for the manager myself.
The checkout operator was rude, arrogant, condescending and self opinionated. She very much overstepped the mark and I was displeased with being spoken 'down to' and lectured as how I should
shop and her attitude.
At no time was I impolite to her, it's not in my nature.
I was firm in asking for a manager but I was unhappy with how I was treated and was not prepared to ignore it.
With hindsight I should have refused to buy the Dettol refill and I certainly won't be doing so again in Asda.
I went to the customer service desk and spoke with an extremely helpful and polite young lady who despite ringing many internal phone numbers and putting out calls for a manager no-one arrived.
After 20 minutes this was adding to my annoyance and in the end I asked for a head office number that I could complain to.
This I was given, again with the upmost politeness and apologies.
As I was about to leave the store a young lady appeared who I stopped and asked if she was a manager ... she said no but was answering the call out and said she would help.
I explained what had happened at the check out and she was most concerned about the attitude and non-service that I had received and also the complete lack of common sense by the woman in question.
This young lady said she was completely unaware of any policy to charge for the small bags, especially in a circumstance such as this, and that she would certainly have done exactly the same to prevent her food, or anything else, being tarnished by 'chemicals'.
She assured me that the woman in question would be spoken with - details were taken from my receipt - and that the company valued customer response, good or bad, to help them in future.
If Asda staff were all as good as the young lady on customer service, and the young lady who actually answered the request for a manager,
(The actual duty manager put the phone down when asked to go to the customer service desk - no brownie points there. ) then bad or poor staff problems would go.
Not good Asda, there's a lot of competition out there and customers vote with their feet. You are not the only supermarket I shop in.
A phone call was made by myself to Head Office customer service on the 6th October and I am pleased to say that I was happy with the response I received although I would question the comment made that it is Government policy to charge for small biodegradable bags ..... there are a great many shops, small, large and huge who do NOT charge for these bags.
Being PC is not always PC !!
As an extra to add to my unfortunate checkout experience, I noticed when talking with Head Office, that right at the end of my receipt I had been charged twice for a same item that I only bought once !!
Yes, my fault for not checking yesterday evening when at the desk, but probably just as well as that would have been even more irritating to sort out at the time ....... surely it wouldn't have been, can't have been, deliberate ???
Overall, customer service good, in store really good, checkout experience - never to be repeated hopefully.”
“We ordered £160 worth of items and the money was taken from our account straight away. 7 items with a value of £61 failed to arrive. We now have to wait 5 days for the refund. Never ever, ever, ever, use Asda. Ever. You will regret it. We did”
“We requested a refund online recently because the bad quality items or wrong substitutes. I used ASDA online groceries for shopping a very long period up to 3 years and the system said I got the highest refund on my ASDA account so had been suspended forever when I contacted to the customer service by phone. If your products are not fresh or damaged we requested a refund or return to the driver to received the refund it is very common, and it makes a customer happy for the responsibility way. but... sorry ASDA is not care about their's customers. Very poor customer service. I'm very very disappointed. The Asda drivers are unhelpful included the customer services by phone, always wait, wait and wait on line forever and very rude.”
