“I am very frustrated as I had ordered some items which included food items as well. I was sent a message that the order will be delivered after 2150 instead of 1930. The driver calls at around 2220 saying that he can’t deliver the items and the order will be delivered the next day, Then the next day I called customer service and they transferred the call to the particular store and the store agents said call the customer service again to reschedule the delivery. I called the customer service again and they said the order will be delivered before 1130 and the driver will contact me when they arrive. As I did not receive the call I called customer services again and the agent said she will find out what time they can deliver the order again and put me on hold and when she came back on line I was informed that they can’t deliver my order and they will refund my money.
This has caused me a lot of frustration as I had to wait yesterday without going to sleep for the delivery to arrive as they said they will deliver it after 2150 rather than 1970. The next days call said they will deliver the order. It had food items such as rice and tuna and mayo to prepare dinner and we had no other food in the house we had to sleep hungry the previous day and the next day as I left for work. They issued me £20 voucher which is not worth for the hassle and trouble I have gone through as I still have to go online look out for the items and reschedule the delivery and look out for a cheaper slot and wait more.
I am dissatisfied as the customer agents could have picked the items and rescheduled the delivery as when the items not delivered people rely on the online shops to deliver the items as I don’t drive so I order online.
This was very inconvenient to me and the £20 voucher was not worth of me wasting time and going to sleep hungry.”
“It sounds incredibly frustrating to have your Asda grocery delivery fail so spectacularly.
"My Asda grocery delivery was a complete disaster. Despite receiving confirmation that the driver was en route and almost at my door, the delivery never arrived. Two hours past the scheduled time, and after waiting patiently, I received no communication whatsoever from Asda. When I finally managed to get through to customer service, I was simply told the order had been cancelled because the driver couldn't reach me, with no further explanation. The customer service representative then suggested I go to the store – seemingly unaware of the store's closing time – rather than offering a solution. This level of incompetence is unacceptable. Asda's online delivery service is unreliable, their communication is non-existent, and their customer service is utterly unhelpful. I strongly advise against relying on Asda for online grocery shopping."”
“I placed an order with Asda Groceries for £223.80 (including £3.00 delivery charge) which was to be Delivered 24th February. Asda were unable to deliver £120.00 worth of the order (about 55%) but they have taken the full amount and have yet to refund the £120.00 that they took in full knowledge that they would not be able to deliver the goods. I can't make a purchase elsewhere because this multi-biilion pound company has fraudulently taken my money.”
“Frustrating place to shop because of what they say it's company policy. Mistakenly bought wrong baby food flavour for my baby.I went back to the shop in less than 20 minutes to exchange it to a flavour that my baby love but was turned down. The manager said baby food cannot be exchanged/swapped or refunded after buying. She said it's a company policy.That the only thing I can do is to buy another container of food for my baby. I was so frustrated and I had no more money in my account or wallet. I have to leave the baby food on the counter and leave the store. I lost my time, money and starved my baby.”
“Asda-Minworth OP 49775236, Sat 28th Dec 11:45am
I was awaiting my turn at the checkout. The staff member on the till then closed the till behind me. A gentleman in a hurry, with one item, asked if she would mind him coming through and she rudely said “can’t you read I’m closed.” I said he could come in front of me, after all he only had 1 item. She said if you allow him in then you’ll be removed to another till. The gentleman politely wished her happy new year and moved to another till. She was clearly very pleased with a big smile on her face and revelled in her appalling customer service. She then continued to gloat to others, around her, about her great achievement.
In balance I have never experienced this before at Asda, Minworth, but this was enough for me to make a decision never use Asda again.”
“6 reviews
GB
Rated 1 out of 5 stars
The worst service of any online grocery…
The worst service of any online grocery store.
I had such a bad delivery experience when the driver was talking on his phone the whole time and refused to stop talking to 'his mum' whilst sorting out the delivery. He also accused me of 'treating him like a slave' when I asked for help in lifting a heavy delivery crate (which he point blank refused to do) and I was told to hurry up when checking my order which, it turned out, was missing three bottles of wine and some parmesan cheese (all, coincidentally, the most expensive items in my list - hmm....).
And I am still waiting, over six weeks later and four phone calls later, for a response for my formal written complaint to ASDA.
Pathetic beyond belief.”
“I've tried reaching out to the customer service team multiple times via DM without any response. Despite their claims of operating from 7am to 10pm daily on Twitter, they seem to ignore messages.
There are so many team members like Matthew, Ella, Barakah, Zac, Ned, and Harps, who I've even addressed directly yet not one has addressed my concerns. It makes me wonder if they're even real people or just bots. Instead of just tweeting to ask people to DM, perhaps they should actually work through their inbox and resolve issues.”
“Awful! Shopping due between 5-6. No delivery. 8 calls and multiple emails later, having been told conflicting information and promised calls back that didn’t come, I am now being told I won’t be refunded as my shopping was delivered. IT WAS NOT! I’m now out of pocket and feeling extremely stressed, just in time for Xmas. That was my Xmas shop due. Appalling service by Asda. Stick to Tesco, I have never had this issue with Tesco.”
“I have tried to cancel an order both in store, on the telephone twice, via the feedback email I received following my first phone call and via Instagram.
The order has still not been cancelled.
It was placed on the 23rd November with a collection date stayed as being the 26th November.
I have had no further updates and the order is still not available for collection.
Terrible service and non existent customer service.”
“What on earth is going on with your website for home delivery since you've update it? . Tried three times to checkout each time using a different card goes through then doesn't accept either the one time password sent finally it seem to go through ok and now I get order cancelled!Ridiculous also you promised a gift voucher for the inconvenience last time this happened 2 weeks ago as yet no sign. Your website wasn't the fastest before but now its rubbish. You will finish up loosing my customer having shopped this way for years. By the way I checked my cards and they all work fine with other companies. Get your act together Asda”
“I am really extremely disappointed in Asda who I have used for several years. I booked a grocery delivery slot between 7 and 8 pm on November 24th and spent over £78.
The delivery didn't come. I had a missed call the next day from Hatfield (Herts) store and when I called back they said they would deliver by 12pm. I called again as still no one turned up and was told that they would arrive by 6pm.
When I called again and put through to the Hatfield Herts store, I was told that someone had arrived to deliver at 1 pm but they didn't - I waited in all day and still no one arrived. In fact I was watching out of the window at that time!
I was not offered an apology, no one called to tell me they couldn't deliver then I was lied to saying a driver turned up and no one was home. When I explained I was on a budget they just said to place a new order even though I explained I was told I would have to wait over 3 days for reimbursement so couldn't afford to place a new order immediately. I asked to speak to a manager but was told none were available and I would have to call back in the morning.
I expect better service from one of the UK'S best supermarkets and this really puts me off from buying from you again now.”
“ASDA GROCERY DELIVERY are purging customers in delivery locations they don't like delivering to. We live in the countryside and our postcode does not take you directly to our house. Well, that is very frequently the case for tens of thousands of homes, if not more. So we put additional instructions on the delivery to find us. What3words takes you directly to our door and many drivers have used this and remarked on how helpful it is. They also have our phone number, but now they won't ring, or use what3words, they just cancel our order. Either the corporation, or store management, or the drivers themselves are deciding who can and cannot have food.
I hope someone whistle blows on this situation who works, or has worked at ASDA. The seriousness of not getting food, when you are running out of most things, don't have a car and are diabetic etc...it is despicable of ASDA to allow this to happen.
Why would a corporation raking in billions of pounds treat paying customers like something they want to wipe off their shoe?
Something is going badly wrong in this country, there is no customer service whatsoever. I am sill waiting for a call back from management about this issue, weeks later. Of course they won't call back, they have pushed me to use another supermarket.
We shopped at ASDA for over 11 years straight. Spent tens of thousands of pounds with them, had their credit card etc. It means zero to them, plenty more suckers out there to use and them bin when inconvenient.”
“One star purely because there is no option for 0 star, or negative feedback. I placed online order which was supposed to be delivered to Old Kent Road London store on 11th November. On 11th November the tracking showed that my parcel was delivered to the store. I went to collect it on 18th November but I was told by store staff member that my parcel did not arrive. The same staff member told me to go away and shut the door in my face. Then the store manager ( at least she claimed to be one) lied that I asked for refund while I was asking for my parcel. Then I was told that the manager will call me ( even though I asked to be contacted via email) within 24 hours. 5 days later and still no one called me. Instead, you sent me an email ( which does not accept replies) saying that I returned my parcel to the store. How could I return the parcel if you never gave me my parcel? One lie after another!!! Despicable service!!! I will never shop with you again!!! No wonder you have so many negative reviews on Trustpilot. By the way, this is not the first time Old Kent Road store staff created an issue.”
“I was tempted to buy a pack of your Mini Rum Truffle Cakes (displayed with the xmas chocolates and mince pies). Rum......I think not, I never throw chocolate away, but these have gone straight in the bin...the flavour was more like paint stripper. Well, luckily they were only £1 so not the end of the world. Very disappointed though.”
“Everything about this company from head office to store staff is a clown show. Absolutely the worst. Gross stores selling junk. Awful head office staff who do not care about doing their jobs.
Raze head office to grpins salt the earth and throw topsoil out to sea”
