Asda Customer Service Issues

I recently purchased Rise of the Tomb Raider from Asda in Bedminster, Bristol on March 25th, [redacted], for £32.00, but found the wrong disk inside the sealed but unwrapped game when I got home. I returned the product the same day to customer services but was met with skepticism. Despite my efforts to seal the game and receipt to prove the situation, Asda has not provided a satisfactory resolution. I have contacted the manufacturer but have not received a response. I am requesting an exchange for the correct item or a refund due to the inconvenience and discrepancy in pricing. I have proof of purchase with my bank card and took immediate action upon discovering the issue. Your prompt attention to this matter and a resolution within 7 days would be greatly appreciated.

I had a delivery on Monday night and experienced extremely poor service from the driver. He was arrogant and rude, refusing to deliver because my flat does not have a lift. My ice cream melted because he waited around without doing anything. I reached out to the local store regarding my complaint, but have not received a response yet. This situation has further reinforced my disappointment with Asda's service. I received substitutions I did not approve because he did not consult me, and I found chilled food with the next day's expiration date. My order number is [redacted]9 from Monday between 6-8 p.m. I would appreciate it if someone could contact me. The driver was very disrespectful and unhelpful, making no effort to assist me. He only kept saying he is just a driver. Communication with him was challenging as his English was very limited. I am upset about this experience and the lack of follow-up from the Milton Keynes store has aggravated me even more. If I didn't need the food for my daughter's lunch the next day, I would have returned every item. I request a refund for my shopping as the service I received was below what I expected. Sincerely, Clare D.

Subject: Issue with Purple Bath Sheet Purchased from Crawley Store Dear Sir/Madam, I recently bought a purple bath sheet from your Crawley store on June 1st for £7. I am experiencing an ongoing problem after washing it 4 times and tumble drying it. Significant amounts of fluff continue to come off during each use, leaving a mess on both the towel and myself. The fluffy residue even mixes with my body lotion, creating an unappealing pink paste on my skin. This is unlike any other towels I have purchased in the past. The care instructions only advised washing before the first use. Due to the ongoing fluff issue, I have stopped using the product. Please advise on how to resolve this matter. Thank you, Nikki W.

**URGENT HELP NEEDED:** Regarding Asda Reddish branch. I urgently require use of their rapid charging point this evening to recharge my Nissan Leaf before leaving my car at the airport for a few days. Having been on a long journey today, I need to ensure my car is charged for the return trip home. As I do not reside nearby, I am unsure if the charging point is active, blocked, or how it can be accessed in the car park. Additionally, I am unsure of the connector type it uses and if it is compatible with my vehicle. Unfortunately, the Asda website offers little assistance, and their automated phone system is not helpful, continuously redirecting me between options and at times abruptly ending the call. Any guidance or assistance would be greatly appreciated.

Hello, my name is Hayley. Today, August 5th, I visited Asda in Crawley to quickly grab a few items around 4:10 PM. The store was bustling, and I had to wait about 5 to 6 minutes at the self-checkout. I faced issues with the machine malfunctioning, particularly with a broken yogurt. A helpful staff member in a wheelchair assisted me, resolving the yogurt issue. However, later on, there was a problem scanning the pork chops and noodles. After some adjustments by the staff, I paid and left. Unfortunately, as I was exiting, I was stopped by another staff member who accused me of not paying for the pork chops. Despite my apologies and attempts to explain, he was very rude and took me to a back room. I checked my receipt and realized the error. I offered to pay for the missed item, but the staff member was unkind and asked me to leave, banning me from the store. This incident has left me feeling upset, especially since I struggle with anxiety and had only recently started shopping independently. I assure you, I have never engaged in theft intentionally. I hope the store reviews the camera footage to see the misunderstanding. Thank you for listening.

Hello, on July 8, [redacted], I bought a £20 Nando's gift card at the Taunton store for my dad. Today, I found a more suitable gift and tried to return the gift card at Asda on August 8, [redacted]. Unfortunately, they informed me that they do not accept returns for gift cards. I suggested they clarify this policy in the gift card section to avoid confusion. I believe it is common practice to receive a refund for unwanted items, and I hope for a resolution. I appreciate your attention to this matter. Thank you, Sophia C.

I am extremely disappointed that my grocery delivery scheduled for Sat 01.09.[redacted] between 7:00-9:00 PM did not arrive, but the payment was deducted from my account. When I called on Sat 21.05, I was placed on hold for 36 minutes, then disconnected. Upon calling back, I was left on hold for an additional 47 minutes, and my shopping never came. Despite being home since 6:00 PM, you claim the order was delivered, yet I have not received anything. I have no food or funds due to the payment deduction. The promise of a call back on Sunday at 10:00 AM was unfulfilled. I demand immediate resolution or I will escalate this matter. Your service has been unsatisfactory, and I insist on a call back today to rectify the issue. The deducted amount has already been processed.

I recently placed an online order for a click and collect at Asda, but encountered a problem when trying to pick it up. Despite trying to rectify the issue by asking to collect from another location, I was informed this was not possible. Consequently, I had to cancel the order as I urgently needed the groceries. The refund was promised within 2 hours but has not materialized yet. After contacting both the bank and Asda multiple times, I am left with no solution. I was issued a £15 voucher for my next online purchase, which seems insufficient given the circumstances. As a hardworking individual on a tight budget, this situation has left me without both the groceries I require and the money to purchase them. Click and collect issues have been recurring, and this experience has led me to lose trust in Asda's services.

I had a disappointing experience at an Asda branch in Inverness with a staff member at the customer service desk. While shopping, I found a display of minky home products with a 3-tier clothes airer priced at £8.00. However, at the checkout, it scanned at £22.00. After checking the shelf and seeing only one price tag, I went to customer service for help. The employee seemed unhelpful, suggesting that another customer may have moved the products. I explained my situation in detail, showing a photo of the price tag on my phone. Another colleague checked the pricing and brought a different clothes airer, not the one I purchased. Despite waiting and explaining that the item was falsely advertised, the employees did not apologize or resolve the issue. I left the store feeling let down by the service and the employees' patronizing attitudes, as they failed to understand the misleading pricing.

Hello, I recently bought the M&M ball pool cake for my son's 11th birthday party, and everything seemed fine until we tried to serve it. The cake was dry and hard to slice. I noticed a plastic surround inside the box meant to protect the cake, but it wasn't properly stuck, causing it to dry out. Unfortunately, we couldn't serve it to the 20 kids at the party, which was disappointing for everyone. I took it back to the store, but the manager couldn't help because I didn't purchase it there. I was hoping Asda could reimburse me for the cake and offer a goodwill gesture for the inconvenience. Thank you. Regards, L. Fernley

Today, I visited the Hounslow store and came across a dollhouse for my daughter. Online, it’s listed for £35 if purchased with furniture, but in-store, it’s priced at £40. I spoke with Stephen who mentioned the online price is set. I highlighted that it wasn't specified as an online exclusive and offered to order for store collection. After some time searching for terms and conditions, he couldn’t locate them or match the online price. When I suggested ordering online for store collection with the same items, he insisted on a new delivery. If referring to terms and conditions, staff should be well-informed and able to display them. If not, matching the price would be appropriate. Stephen's demeanor was disappointing, lacking empathy, respect, and leadership qualities. I intend to share this experience on social media and with advertising standards due to the poor service received.

I recently visited your Bolton store and encountered an issue at the self-checkout. After my bank card was initially accepted, the system later stated it was declined despite having sufficient funds. At customer service, I spoke with 'Beckie,' who seemed uninformed and mentioned a holding account without issuing a receipt. I explained no receipt was provided for the declined transaction, so I showed her my online banking to request a proof of payment. Beckie was unhelpful and insisted nothing could be done. I had to re-purchase the items at self-checkout, expecting a refund to my bank account promptly. However, four days have passed, and the funds have not been returned yet. I am seeking a full refund of £44.70, as it appears my money is being held unnecessarily.

I have contacted customer support multiple times about two recent orders where I was charged more than the advertised prices. The subject of my email was "Missing product & some items expire soon - not good - [redacted]13" in which I clearly outlined the issues. In my recent order number [redacted]6, I received moldy red onions that I was charged for, which was very disappointing. Upon inspecting the delivery after the driver left, I also had to return some fruits because they were either moldy or overly ripe. I expect fresh products with more than three days until the best before date. It's unacceptable to receive moldy items. I will take a picture for evidence. Please resolve these issues and refund the overcharges from previous orders, especially regarding the mispriced protein yogurt pots. Thank you, Ilham D. [redacted]

I placed an online click and collect order, selecting the Netherton store for pickup on Sunday, October 14th. I expected a notification before 1 pm but never received one. Today, I received a text saying the items are ready at a different store, which isn't convenient for me. I would have chosen a closer store if I had known. While the store is only 15-20 minutes away, the purpose of choosing a pickup date and location online is for convenience.

I purchased two packs of Asda branded puff pastry rolls, but upon opening them, I noticed they appeared speckled and abnormal. I rolled them back up and intended to return them to the store, but haven't found the time due to my busy schedule as a full-time working mom. I have taken photos of the items, including the product code and expiry date, which were still valid. I am requesting a full refund for these faulty products. The photos I have clearly show the date they were taken, proving the products were within their expiration date. I am disappointed in the quality of this Asda branded product and would like this matter resolved promptly. Thank you for your assistance. Sincerely, Shameema

I visited your Monks Cross store in York this evening. I was looking for some Asda branded Pilsner but couldn't find it on the shelf. Initially, the staff I asked seemed uninterested in helping me. I even took a picture of the label and asked at the front desk, but was told they wouldn't have any if it wasn't on display. Feeling frustrated, I went back to the beer aisle and found a helpful young man named Hague who went out of his way to assist me. He promptly found the Pilsner I wanted and provided great customer service. Unfortunately, the other staff members, Candi and Arron, were unhelpful and seemed disinterested. I believe better training for your staff is needed to improve the customer experience at your store. Despite the positive interaction with Hague, the overall experience has made me hesitant to return. I hope you address these concerns and consider recognizing Hague for his exceptional service. Thank you. - Stephen

I recently purchased a box of cereal from Asda which had a foreign object in it. Kellogg's is investigating the issue and has sent me 8 vouchers worth £1 each to replace the cereal or buy Pringles. When I tried to use the vouchers to purchase 4 Pringles cans at £1.25 each totaling £5, the cashier initially took 5 vouchers but then told me I could only use 1. The vouchers state they are for full or part payments. Kellogg's mentioned that as long as I didn't exceed the value of Kellogg's products I purchased, I should be able to use the vouchers. However, the Asda customer service representative couldn't explain Asda's policy regarding voucher usage and spoke to me rudely. I am reconsidering shopping at Asda over Tesco due to the poor treatment received.

Hello, today I accompanied my mother to Asda Rawtenstall, and she bought a hot cross bun loaf from the bakery section. Upon returning to our car, my daughter spotted a flying object inside the cellophane packaging, which turned out to be a fly on the loaf. Disappointed, we went back to customer service, where they lightly acknowledged the issue, mentioning an abundance of flies. They offered another loaf, but my mother declined as she was put off. They only refunded her the 75p without further compensation. I expected better service from a large company like Asda. I hope to receive a response soon. I can provide the receipt if needed.

I scheduled a click and collect pickup for 4 o'clock, but I received my order at 4:45. When I arrived at the Clacton store, I was informed my order was being processed, but another car that arrived after us was served first. Despite being told they couldn't load all the items on one trolley, I had to wait until 4:25. Upon calling the help number at 4:25, I was frustrated when they couldn't locate my order while I had my two children in the car. Finally, at 4:40, Sarah took the initiative to assist me when no one else seemed interested. Sarah ran around to gather the remaining items as my order hadn't been completed. I received my order at 4:50, which was highly unacceptable. It was clear that Sarah was the only one making an effort to help, making the overall experience quite disappointing. I have attached a copy of the confirmed order, timestamped at 4:34.

I made a Click and Collect booking for 4pm, but only received my order at 4.45pm. Upon arriving at the Clacton store, I was initially told my order was being processed. However, another car that arrived after us was served first because they said they couldn't put all the items on one trolley. I waited until 4.25pm when I called the help number and was informed they couldn't locate my order, which was frustrating as I had my two children in the car. Only at 4.40pm did Sarah finally come out to assist me. Despite the delay, she was very helpful and went above and beyond to complete my order which was supposed to be ready by 4.34pm. I eventually received my order at 4.50pm. The overall experience was unacceptable, especially considering the lack of assistance from other staff members.