Asda Customer Service Issues

Today, around 5pm, I received a delivery from Asda, where I shop weekly. Typically, I have never encountered any issues with their delivery service before. However, on this occasion, when I requested assistance from the delivery person in packing my items into my own bags due to my physical limitations, they responded with a clear refusal, stating they couldn't help much. Given my age of 70, recent surgery, and limited arm function post-stroke, I rely on such assistance. This experience has left me wondering if Asda has a policy prohibiting delivery staff from aiding customers with packing. In contrast, my family members who shop with other supermarkets online have mentioned receiving helpful assistance from younger delivery staff. Moving forward, I may need to have someone present during deliveries if this assistance is not available from Asda in the future.

I had a disappointing experience with the Asda Photo department. I ordered over [redacted] photos and most were incorrectly cropped. I emailed the department about the issue and received no response after 4 days. I contacted a general colleague who helped communicate with the photo department. They requested I return the photos by post for proof. I did this and called for an update, only to be directed to a different department where the staff member was unhelpful and didn't ask for any details. I just wanted to know if my photos arrived safely, but she couldn't give me a clear answer. I was also promised a voucher for my trouble that I have yet to receive. I understand the current challenges due to the pandemic, but the lack of friendliness and unhelpful attitude of the staff member was disappointing.

Hello Asda Customer Services team, I am reaching out regarding an online order I placed that was scheduled for delivery on Saturday, February 6th. Unfortunately, the order did not arrive, and I noticed multiple charges on my account, causing significant financial strain. The funds were held, leaving me unable to access my own money to buy food for my three hungry children over the weekend. Despite contacting Asda, I was informed that I would have to wait three more days for a resolution. To my dismay, I was then told the delivery was still pending until Wednesday, February 10th. This unacceptable delay in refunding my money and providing no food for my family for several days due to this error is distressing. The lack of compassion and communication from Asda staff throughout this ordeal has been disappointing. I have shared my experience with friends who agree that this situation is unacceptable. I am seeking an apology and swift resolution to this matter to prevent such hardships for other families in the future. Your prompt attention to this issue is appreciated. Thank you, Kerry I.

Order number: [redacted] Delivery scheduled for Thursday, 11 February, between 05:00 PM-07:00 PM. I am extremely disappointed that the lamb shanks are listed as unavailable for the Valentine's "2 dine for £15" offer, with no alternative options. I adjusted my order yesterday, switching the special green veg mix to cauliflower cheese due to its sudden unavailability. However, discovering today that the main course will not be included is quite unacceptable. Over the past 6 months of using your service regularly following a foot injury, I have generally been satisfied with my orders. Yet, there have been instances where items were substituted with products differing in value or size, such as receiving one pack of goujons instead of the 4 chicken steaks I ordered. These discrepancies have occasionally left me feeling like I was either overcharged or missed out due to stock issues, which were available when I originally placed the order. Despite these smaller issues, the absence of lamb shanks for the special meal is particularly disappointing. It seems unlikely that such a popular item would not have been anticipated. Best, Michelle

Subject: Issue with Asda Home Delivery Order Dear Sir/Madam, I am writing to address a concerning matter regarding my recent experience with Asda's home delivery service. On 23rd January, I received an email from Asda stating they were unable to process my payment for an order scheduled for the 24th. As I had insufficient funds, I canceled this order and placed a new one for the 31st. To my surprise, I discovered on 30th January that Asda had charged me for both the canceled order and the upcoming one. Despite multiple calls to Asda customer service and my bank, the refund process has not been initiated as promised, causing significant financial stress and inconvenience. I urge Asda to promptly refund the unauthorized charges and address this issue effectively. As a loyal customer, I expect better service and a prompt resolution to this matter. Yours sincerely, S.V. [redacted]@hotmail.co.uk Address: 6 Orchard Crescent Earith, Huntingdon PE283QA Order number: [redacted]

I placed an order for delivery on February 27th but did not receive the usual confirmation email. After contacting support via chat, I was informed that glitches had occurred due to high demand, and I needed to submit a new order. With time constraints, I quickly placed a new order for February 26th. I received emails for both orders, but only the Friday order was initially listed in 'my orders'. The next day, both orders appeared in 'my orders', causing concern about duplicate deliveries. I have canceled the February 27th order to avoid receiving two consecutive deliveries. Please confirm that only one order is scheduled for delivery on February 26th.

I recently picked up my online order from my local Asda store for my son's birthday on Monday, February 22nd. Unfortunately, the "I AM 6" t-shirt I received was damaged, with a red arrow sticker pointing out a hole on the reverse side. I am disappointed that my son cannot wear the damaged shirt for his lockdown birthday. It's upsetting that the item was sent out knowingly damaged. Please reach out to me promptly at [redacted]. I eagerly await your response. Sincerely, J.J.

Order Number: [redacted][redacted] Hello, I am reaching out regarding an order I received on Monday, 15th February. Unfortunately, all of my frozen items were missing from the delivery. Despite contacting customer service and being assured that the missing items would be delivered that night, nothing arrived by 11 pm. The next day, I encountered difficulties getting a resolution after being informed that the items couldn't be delivered and a refund was necessary. Due to system errors, I couldn't process the refund, leading to further delays. After multiple follow-ups, I was informed that the refund process couldn't be completed due to system errors, and now it needs to be referred to the store. However, no refund or email confirmation has been received yet. I find this situation frustrating and would appreciate a prompt resolution before escalating the matter. Communication with ASDA has been challenging, and I hope to see a swift resolution soon.

On February 20, [redacted], I returned two packages of damaged goods ordered online to Asda in Stratton. A helpful customer service representative assisted me by taping the boxes together and placing them in an Asda bag. After the return, I was provided with a receipt. One box contained four blue pasta dishes valued at £10, while the other box had a blue and white paisley dinner set with four each of dinner plates, side plates, and bowls, valued at £20. Unfortunately, the pasta set and some items from the dinner set were broken. I have received a refund for the pasta dishes but not for the £20 dinner set. I kindly request a refund for the damaged dinner set totaling £20 as soon as possible. Thank you. - JW Parcel ID: ASDK[redacted]95.

I recently purchased the ASDA Minced Beef Stew & Dumplings 'Classic Meal' - 'Family Size' for £5.50 at my local ASDA. I thought it would be a convenient meal, even though the price seemed high for mince and dumplings. Unfortunately, it was quite disappointing. The meal claimed to serve 4 people, but it only had 8 dumplings in a lot of gravy, with very little meat which lacked flavor. Both my husband, my daughter, and I found it tasteless. I would like a refund as per ASDA's policy, as I am not interested in a replacement. The refund code on the box is 'CXS', and the use-by date is 11-Mar. I cannot return the item as it has already been cooked and thrown away. My receipt details are from the ASDA Manchester Road Store in Stockport, with Receipt No. TC# 8[redacted] 5[redacted] [redacted] at 14:18. Thank you, Janet W.

I placed an order last week and expected it on the 5th. Despite being given a delivery window of 6.41-7.41 pm, it did not arrive by 8 pm. When I called, I was informed that deliveries can occur until 11 pm and that it would definitely arrive that night. This did not happen, so I called the next morning only to be told that our shopping wouldn't be delivered. We were advised to rebook or receive a refund, which might take 24 to 48 hours to process. This has left me in a difficult situation without groceries or funds to purchase more. The poor service from Asda affected not only myself but also my mother-in-law, who is now in the same predicament. Waiting until 11 pm on false assurances and then being informed the next day that the order won't be fulfilled is unacceptable.

I'm curious about the reason behind Asda's practice of taking a £1 deposit from customers' accounts when they purchase fuel. It appears that this amount is never refunded, causing frustration among customers. Times are tough, especially with many people facing financial hardships due to the pandemic. Charging an additional £1 without returning it seems unfair, particularly for those who primarily use debit cards. The discrepancy may go unnoticed by many individuals. As a result of this issue, I have chosen not to use Asda fuel stations. It seems unnecessary to charge extra when individuals already spend a significant amount on fuel. I urge Asda to reconsider this practice and eliminate the £1 deposit for debit card transactions to alleviate the financial burden on customers.

I need to address an incident at the Watford Asda store yesterday. The service from the staff was incredibly poor. I typically use scan and go, and while the scanners were functioning normally, the system went down when I tried to check out, forcing me to go to a regular till and unpack all my items. The employee there made mistakes scanning my items, and I ended up being overcharged, particularly for the milk. This led to a frustrating half-hour wait in the customer service line for a refund. When I asked for the manager, Miss S. Watson said I had to wait. Despite waiting 10 minutes, the manager never showed up. This experience, which should have taken half an hour, turned into a two-hour ordeal. The lack of attention and support from the staff made it extremely unpleasant.

Hello, I recently discovered that a significant portion of my shopping delivery is missing. I viewed my order on the Asda groceries website to request a refund for two items - oranges and lemon pancakes - and realized that many more items were not included in my delivery. During the delivery, I returned several unsuitable substitutes to the driver which may have distracted me. Despite questioning the driver before he left, I was assured that all items had been delivered. Given my chronic fatigue, I couldn't easily recall the entirety of my order at the time. Here is a list of the items I have found missing so far: - Pink lady apples (1 pack) - Toffee sundae (1) - Dettol anti-bacterial hand wash (2) - Vine ripened tomatoes (1 pack) - Heinz Ketchup (1) - Comfort Perfume Deluxe Heavenly Nectar Fabric Conditioner 58 Washes 870ml (1) - ASDA Peanut & Sunflower Popcorn Bars (5 boxes) - Comfort Creations Waterlily & Lime Fabric Conditioner 55 Washes 1.92l (1) - Comfort Perfume Deluxe Luscious Bouquet Ultra Concentrated Fabric Conditioner 58 Washes 870ml (1) - Robinsons Fruit Creations with Twice the Fruit Refreshing Strawberry & Watermelon 1l (1) - ASDA Fibre Tips 24pk (1 pack) - ASDA little angel baby wipes (4 packs) I am currently too fatigued to continue checking for additional missing items, but I will do so tomorrow. I believe the undelivered items might still be in the Asda delivery van, thus Asda should have a record of them. While I understand that Asda Customer Services is closed now, I would appreciate a call tomorrow (Thursday) to discuss this matter further. Thank you. Best regards, D. Crook

I want to raise a concern about my recent online delivery. The driver informed me that a basket of items was missing upon arrival. They couldn't locate it and had to issue a refund, but I need those items before Monday. Unfortunately, I couldn't secure another delivery slot, so I had to go shopping in person today, which was challenging due to a back problem. While I understand mistakes can happen, this situation left me in a tough spot. If I hadn't been able to shop or had to wait for the refund, I would have been without food. I hope for a resolution to prevent such errors in the future. Please ensure more careful picking and packing of orders.

Order number [redacted]9: I purchased a garden gazebo from Asda, which unfortunately toppled over and broke a leg shortly after setting it up. Despite being situated in a sheltered area, the gazebo was damaged. When I tried to return it to the Asda Superstore in Spondon Derby, I was informed they could not accept the return or issue a refund on the spot due to their policy. According to Asda's return policy, I must print a form (which I cannot do since I don't own a printer), take it to a post office, and pay for the postage myself. This process seems burdensome, especially since I am a senior in my late 70s without a car. I am seeking guidance on how to proceed with returning the gazebo and receiving a refund to my card. I believe Asda should discontinue selling this item if it is not suitable for its purpose. Pauline N. 1 York Road Chaddesden Derby DE21 6HT

My 8-year-old granddaughter, who is autistic, visited an Asda store in Ramsgate. She unknowingly placed a plastic egg in her pocket due to her autism. Her aunt briefly turned away, and when she looked back, she heard an Asda staff member publicly accuse her of stealing. This greatly embarrassed my granddaughter, causing her to drop the item on the floor. Despite my efforts, I have been unable to reach anyone at Asda through the contact numbers provided.

I had a distressing experience at the Watford Asda about two weeks ago. The service from the staff was extremely poor. I typically use scan and go, and the scanners were working fine. But when I finished shopping and the system was down, I had to go to a regular till and unpack everything. The cashier didn't pay attention while scanning items and overcharged me. Even after I questioned her, she insisted it was correct. However, upon checking the receipt, I discovered she charged me for more milk than I had. I had to wait in a long line at customer service for 30 minutes to get a refund. When I inquired about speaking to the manager, the employee, Miss Sue Watson, asked me to wait. The manager never appeared despite my 10-minute wait. I recognize the manager may have been busy, but as a loyal customer, I expected better service. Overall, it was a frustrating experience that took two hours instead of the usual 30 minutes. I attempted to email my concerns but found the provided email address invalid.

A week ago, I purchased 3 items from the Eastlands store using the click and collect option. However, shortly before my scheduled pickup time, I received an email notifying me that most of my order was unavailable. One crucial item, a pan for my Easter family meal, was not even substituted. The representative explained that the store failed to reserve the item or provide a replacement. I am currently in a remote location and unable to shop this afternoon. With everything closed tomorrow, my Easter plans have been disrupted. This has been my worst online shopping experience in a competitive market. I kindly request the pan I originally ordered or a branded larger non-stick pan as a substitute. I can pick it up from either the Eastlands store or the closer Newton Heath store.

Good evening, I am Craig M. and I need to report a disturbing incident that occurred at 8:45 this evening in my driveway in front of my young children. Your delivery driver used our shared private driveway as a restroom without any regard for others. He was delivering to my neighbors at 7 Dunlin Way Cw7 4fg, and I am trying to determine which store he was from. The Winsford store mentioned it could be Ellesmere Port or Crewe. How can I explain this to my children, aged 8 and 6? I have photographic evidence and video footage of the incident. I anticipate your prompt response. Thank you, Craig M. [redacted] This message has also been forwarded to Roger Burnley. Sent from my iPhone