Asda Customer Service Issues

I urgently need help. I am disabled and have multiple medical needs, including mental health issues. Today, I spoke to a representative on the phone about self-harming and feeling suicidal because Asda has not refunded me for an online shop. Despite contacting them seven times and sending emails, I was only told today at 4 o'clock that my refund would take another 3 to 5 days. I have not eaten in the last three days and had to give my last food to my dog two days ago. The way the staff handled my calls was unacceptable, with constant hang-ups. I asked for e-vouchers, but was only given £5. I am in a low mental state, dealing with depression and anxiety. I feel desperate and have even considered overdosing. Asda's treatment of me has been appalling, and I have evidence of all the phone calls. I am unable to buy food and don't get paid until the 21st of December. My son will return calls on this number [redacted] if I am not available.

Order No. [redacted]7 Hello, On 16/12/[redacted], I contacted you in response to a message I received notifying me that my parcel had been delivered. Unfortunately, I mistakenly replied to a no-reply email. Here is the email I sent: I received an email this afternoon stating that my order was left in a safe location. Upon returning home, I searched for my order in the indicated spot but could not find it. I have also checked with my neighbors to see if they received it, but they have not. Can you please provide guidance on what steps I should take? Regards, M. Bytheway

My father, who is profoundly deaf, misplaced his wallet at Colindale Asda on Friday. His name is Norman Clarke. The wallet contained £80, his driving licence, and bus pass. We have already blocked his contactless bank card. We are hoping a kind-hearted person has handed it in so we can avoid renewing his driving licence and bus pass. Thank you very much. Norman Clarke's date of birth is 26-05-[redacted]. Thank you.

I bought a child's Asda till from the Perth store. The box was damaged, and it was missing some items. The staff suggested I could receive a discount, but I didn't have time to deal with it then. Today, when I tried to use it, the toy doesn't work even with new batteries. I want to return it, but I can't locate the receipt. Can I still get a refund?

Hello, I bought a mattress topper for £30, but it was accidentally scanned twice, and I ended up paying £60. I've contacted customer support twice, but was directed to the West Bridgford store where I made the purchase, and unfortunately, no one picked up the phone. I would greatly appreciate a refund of £30. I don't reside in West Bridgford as I was there on vacation, so I can't go to the store in person. Thank you, Katherine K.

Urgent! Order number [redacted][redacted]. I only received a few items from my online shop yesterday. The driver promised to return with the remaining items but didn't. I called twice yesterday, spoke to unhelpful advisors until finally reaching a somewhat helpful supervisor. She promised to call back today about redelivery but hasn't. The customer service has been abysmal, full of lies, and now I'm missing around 30 items with no refund or redelivery right before Christmas. I need this resolved immediately as Christmas is just days away. I demand a refund or the missing items. This experience has been so terrible that I won't be ordering online from you again. The call center needs serious improvement as they provide conflicting information, making me endure a stressful 45-minute call with no solution.

I received my order this evening. One of the items still has a security tag on it. Since this is a gift, I can't present it. There isn't enough time to return it, and I don't know what to do. It's a very expensive bottle of champagne. I tried to upload pictures as requested in the form about the tags, but it won't accept my order number, even though it was just delivered this evening. Best regards, M. Dudley

Order: [redacted][redacted]. I am inquiring about the rejection of my refund request due to missing items in my order. Regrettably, I was not present during the delivery, and no documentation was left. The discrepancy in the items became apparent when I sought the gravy and subsequently discovered several missing items upon closer inspection, including the absence of potatoes, which prompted an additional refund request that was approved. To rectify this issue, kindly reimburse around £45 for the items that I will have to buy again from a local store.

Hello, I recently received my order, but unfortunately, only the pants from the pajama set were included. I paid for the entire set and am disappointed with this error. I contacted the customer service through the Globbing application, and after reviewing the cameras, they insisted that the package was sent correctly. However, I can confirm that I only received the pants. Please investigate if there was a mistake on your end, possibly with the salesperson, and get in touch with me to resolve this issue promptly. I have attached pictures of the package as received for your reference. Thank you for your attention to this matter.

Hi, I recently received my order, but I only received the pajama pants instead of the full set that I paid for. I contacted the customer service through the app, and they reviewed the issue by checking the cameras. They mentioned that the package was sent out with only the pants. Please investigate if this was a mistake made by the salesperson and get in touch with me regarding this matter. I'm quite disappointed with this experience. I've attached some pictures to show you what I received. Please address and resolve this problem promptly.

Yesterday, on 22.12.21 around 11:15 a.m., I visited the Dewsbury store. Unfortunately, my coat got covered in whipping cream that was spilled on the shelves. Despite my complaint, I was only advised to try cleaning my coat and return if the stain persisted. Due to the hectic holiday season, I didn't want to revisit the store. Regrettably, the cream stain on my coat is now permanent, rendering it unwearable. I would appreciate guidance on the process to have this replaced. I was told that this incident would be documented in the store log at the end of the shift. I hope this has been completed for your records. Regards, M.C.

Good morning! I went to the Asda store on Cherry Tree Road in Blackpool on December 23, [redacted], at 3:44 PM to top up my gas and electric. I requested £10 for each and paid the lady £20 in cash. However, when I tried to use my card on the meter today, the gas credit was not there. It seems like there may have been an issue with the transaction. I plan to visit Asda tomorrow when they are open to address this as I urgently need the gas. Merry Christmas!

I recently had a click and collect order from Asda that I picked up last week. Unfortunately, the pancakes had mold in them when we opened them on the 24th, even though they had a best before date of 28/12/[redacted]. Today, I found that the white wraps with a best before date of 29/12/[redacted] also had mold on them. I am very disappointed with this experience and will not be shopping with Asda again, especially since we ordered food while isolating. This situation ruined two of our planned meals.

I purchased a set of four Disney Mickey grey/pink mixer glasses back in September as a Christmas gift, but unfortunately, I no longer have the receipt. One of the glasses is cracked and chipped, which seems to have been concealed by the packaging. I've checked your Asda Halesowen store but couldn't find them. I would like to inquire if I can purchase a single glass as a replacement or if I need to buy another pack of four. If possible, could you restock the Halesowen store with these glasses, and I will pay for them upon collection. Thank you, Diane M.

I arrived to pick up my clock and another item, but the customer services had closed early, preventing me from collecting them. The staff were outside chatting with the till operators before packing up and leaving a few minutes ahead of schedule while I was at the till. I now have to make an extra trip to retrieve my items, which is frustrating. I was informed that the manager couldn't assist me because they cannot access the customer service points. This seems illogical - how can a manager train staff effectively if they cannot use the systems themselves?

Hello, I frequently shop at the Asda store in West Rivergate Shopping Centre, Peterborough PE1 1ET, where I buy Fresh Turmeric. I usually purchase around 10-15 packs every couple of weeks. I contacted customer service last year about Fresh Turmeric not being available on the website for online delivery. Despite being told they would look into it, I still cannot find it online. During my last visit, Fresh Turmeric was unavailable due to transport issues affecting stock. When I called the store at [redacted] [redacted] [redacted], the automated system directed me to the website, which does not list the item. After contacting customer service again, I was advised to check in-store stock directly but found this unhelpful. I am puzzled by the absence of Fresh Turmeric on the website and the difficulty in checking store inventory. I am also disappointed by the lack of information provided by customer service representatives. Regards, Laura

I placed an online order for delivery on Wednesday, October 13, [redacted], with order number [redacted][redacted]. The delivery was sent to my mum's house due to the large quantity of alcohol which I planned to keep there until New Year's Eve for my husband's surprise birthday celebration. Unfortunately, upon opening the goods on New Year's Eve, I discovered that a bottle of Jura was missing and a black label had been substituted with Baileys apple pie flavor. Issue 1: Despite providing alternative options, the substitution was not communicated to me, and the Baileys is of lesser value than the original black label. I would like to request a return for this bottle. Issue 2: A bottle of Jura is missing from the order, and I am seeking a refund of £22 for the missing item. Thank you.

Order [redacted][redacted] was scheduled for delivery from 20:00 to 21:00 on 5/1/22. The order arrived around 20:45, but a significant number of items were missing. After contacting customer support, I was instructed to wait until 23:00 for the remaining items, which were not delivered. Unfortunately, I am in a COVID shielding situation, and I had to venture out to purchase the essential supplies that were not included in the delivery. Some of the missing items were part of multi deals, causing me to pay higher prices for the received items. This experience has led to inconvenience, sleep deprivation from waiting, time wasted on replacement shopping, and increased health risks. Though I understand mistakes can occur, the level of service provided is not acceptable, and resolving this issue has been quite challenging.

Earlier this evening at 5:30 pm, I received two emails regarding a password reset request and a subsequent confirmation that the password had been changed. Despite following the link and entering the password, I was informed that it was incorrect. However, when I tried to sign in on a different device, it worked without any issues. I'm unsure if this situation is an innocent mistake or possibly a scam. -LK

Dear Sir or Madam, I am disappointed with my recent experience at my local Asda. I bought satsumas for my wife, who is isolating due to COVID-19. After noticing they tasted off, we discovered they were out of date. The reduced label had covered the expiration date, causing this issue. Additionally, I bought katsu chicken bites that were five days past the expiration date, risking food poisoning. I reached out to the complaints department, but the representative was unhelpful and rude, dismissing my concerns. I have evidence with pictures clearly showing the dates and reduced labels. I expect better customer service and proper handling of expired products. My intention is to raise awareness of the situation, not to be treated disrespectfully. Sincerely, Francis P. 22 Witham Town, Boston, Lincolnshire, PE21 9JY