Asda Customer Service Issues

My order was canceled on the 15th of January. I called to voice my complaint and was informed that a manager would call me back, but no one did. I then emailed on the 18th of January, and I have still not heard back. After contacting again on the 4th of February, I was assured a manager would call me back by 6 p.m., however, I have not received any communication. I have several concerns, including a voucher on my account that I cannot use despite it indicating availability, as well as issues regarding my canceled order and poor customer service from Asda.

I recently noticed some unusual charges on my Revolut card at Asda locations in Mansfield. On the same day, within 15 minutes, I was charged varying amounts at two different Asda stores. Strangely, I only shop at the Forest Town store and never use the Bancroft Lane store. The transactions are as follows: - 29/11/21 at 14.15 ASDA Bancroft Lane Mansfield £29.42 groceries - 29/11/21 at 14.20 ASDA Bancroft Lane Mansfield £15.00 groceries - 29/11/21 at 14.30 ASDA Forest Town Mansfield £23.40 fuel Additionally, I have noticed two more charges at the Bancroft Lane store that seem odd to me: - 17/3/21 £32.17 for fuel - 6/7/21 £16 groceries I spoke with customer services at Asda, who suggested my card might have been cloned, but I find it strange that only the Revolut card was affected and only at Asda. I'm hoping for some clarity on this situation as these charges are concerning. I have contacted Revolut, who advised me to reach out to Asda. Any insight would be appreciated. Thank you for your time. Best regards, Julie D.

I am extremely frustrated as I only received half of my order once again. When I asked the delivery driver about the missing items, he simply said he would check the van but then drove off without providing any explanation. This has happened multiple times before. Whenever I request a refund, my account ends up getting suspended with no refunds issued. I plan on contacting trading standards due to the poor customer service and substandard fresh produce. Many of my orders have been incomplete, containing expired items and spoiled fruits and vegetables. I have faced unfair treatment when requesting refunds, leading to my account suspension. I had to contact Asda to unblock my account as this was their mistake in the first place. I am tired of receiving poor quality or incomplete orders, having lost around £[redacted] in unrefunded food shopping. I demand proper resolution to this issue, a formal complaint against Asda Bilton, and evidence of my complaint for further action. I will also involve my bank to reclaim my money. I will no longer be using Asda Bilton's services.

While visiting your Birkenhead store, my elderly mother tripped over a loose newspaper island with taped-up corners, causing her to fall and dislocate her shoulder. The staff promptly assisted her, calling an ambulance and providing first aid. They documented the incident. Unfortunately, this accident has had a significant impact on my mother's life, limiting her shoulder mobility and causing ongoing pain despite receiving physiotherapy and following doctor-recommended exercises. Considering her situation, I am reaching out to inquire about the possibility of seeking compensation directly with the store instead of involving a solicitor. Could you please provide guidance on how she can address this matter and explore options for compensation for her injury?

I recently obtained a new credit card. However, when I attempt to make online grocery payments, my card provider (Nationwide) is declining the transactions because the CVV is still linked to my old card. Despite receiving notifications from Nationwide about declined transactions, I cannot find a way to update the CVV to match my new card. I've attempted to delete and re-enter my card information, but the option to change the CVV is unavailable. I am seeking guidance on how to resolve this issue as I need to make a payment for my grocery delivery scheduled for tomorrow. I have been unable to get assistance via telephone. Thank you, S.E.

Hello, I'm Alicia and I need some help. I would greatly appreciate it if you could consider my request. I am currently facing challenges with my new business due to its hidden location and the impact of the pandemic, resulting in low foot traffic. I am seeking assistance in raising funds and increasing awareness of my beauty and health business, "You First," located at The Royal Musselburgh. To support this cause, I am conducting a raffle for a £60 voucher. If Asda is unable to directly facilitate the raffle, could they kindly inquire if their staff would be interested in participating? Any guidance or support from management would be greatly appreciated. My business offers a range of services from eyebrows to gents manicures to reflexology, catering to a diverse clientele. I eagerly await your response. Have a wonderful day!

I had an upsetting experience at Peterborough Asda Living concerning a return I wanted to make for two pairs of socks. The assistant, Pip, was rude and insinuated I was being dishonest. The supervisor showed a dismissive attitude and lacked any care or apology. It was embarrassing as other customers stared while I waited. The whole ordeal left me feeling poorly treated and disrespected. I request a phone call from the customer service team, a written apology from the staff involved, and believe they require additional training on customer service. The behavior I encountered was unacceptable, and I am hesitant to return to that store.

I completed an ASDA food shopping order for the week for myself and my 2 children. Despite paying for priority delivery at £8.50, only less than half of the items I ordered were delivered. The delivery driver was unhelpful and mentioned that was all ASDA had provided him. I contacted ASDA customer service, who said they would refund the missing items, but I really just wanted the groceries as my child is sick with chicken pox, and I can't leave the house. This occurred on 03/16/[redacted], and as of today, 03/17/[redacted], I have not received an update or refund. I feel frustrated waiting for a resolution, having to call multiple times without progress. I explained my urgent need for the groceries, but my family is now without essential items. The service I've received has caused stress and inconvenience. The partial refund of around £20 for missing items worth £80 is inadequate. I urge for a more satisfactory resolution to this issue.

I recently spoke to a customer advisor, Terry, this morning at 6:30 am due to my card being rejected twice at the fuel pump. After a third attempt, my card was accepted, and I purchased fuel for £35. However, a pending transaction of £96.21 appeared, which I did not make as I never entered my pin. Terry explained it was a holding amount. I appreciate the assistance and hope this issue can be resolved. The case reference number is [redacted]49. Thank you. S.R.

I am disappointed with the service I received regarding my order last week. Despite indicating the correct address, the delivery went to the wrong place. Customer service was unable to reach the driver to correct the mistake and suggested I go to the incorrect address to try to intercept the delivery, which was not feasible due to my circumstances. The option to reorder for the next day came at a much higher cost, so I requested a refund. Although I was assured it would be processed promptly, it has been several days, and I have yet to receive it after numerous follow-ups. This experience has left me dissatisfied with Asda's customer service, and it's disheartening to see the disparity between their advertised values and the actual service provided.

I was at Asda in Cookstown, Northern Ireland today and had concerns about the cleanliness of the toilets. There was a specific incident where the disabled toilet was locked, and a young man in need was close to having an accident. His carer asked me to stand guard outside the ladies' toilets so he could use them since the men's toilets were out of service. This situation is unacceptable, especially with others also needing to use the facilities. The toilets need to be kept open and clean. When I eventually entered, there was a banana skin and yogurt left inside. This experience was unpleasant, and Asda should take these issues more seriously. I almost went to customer services to get the key, but the urgency of the young man's predicament prevented me. There should be better management of such situations to avoid embarrassment and discomfort for customers.

I was expecting a delivery from Asda on Friday 1/4/22 between 7:30pm and 8:30pm, but it did not arrive. When I spoke to customer services on the phone around 9:30 pm, I was told it was marked as missed because the driver couldn't locate my address and that I would be refunded £65. I am very disappointed with the entire experience for several reasons: 1) Why didn't the driver contact me for directions? 2) Why did I have to reach out to Asda for an explanation instead of them notifying me? 3) Now I have to find time to shop over the weekend and front the money as the refund takes a few days to process. 4) It's puzzling why the driver couldn't find me when I'm near an Asda store. 5) I needed the items for work this morning, creating an inconvenience. This lack of communication and service has led me to swear off using Asda online and spending my money there. I believe some form of compensation should be offered for this major inconvenience from a company like Asda. I eagerly await your response, but I will escalate this matter if necessary.

I am writing to address an issue with my recent order No[redacted][redacted] that was delivered this morning. I had a discrepancy with the bill, particularly concerning the cost of 4 legs of lamb. The label indicated a price of £53.68 as part of an offer, yet I was charged £[redacted].11 instead. Additionally, my total discount for various items did not match what was expected. The driver acknowledged the error with the lamb pricing as it should have been marked 50% off according to the label. The miscalculations have resulted in an overcharge of £61.43 for the lamb and a shortfall in discounts of £42.83, totaling £[redacted].26. I should have received a discount of £69.31, not £34.95 as indicated on the bill. I kindly request that the difference be refunded promptly, as I have invested considerable time in resolving this matter. As a regular and vulnerable customer who relies on weekly deliveries, I hope to see this matter resolved promptly. Thank you for your attention to this issue. Regards, G.W.

Today, on 9/05, I was asked to leave my local store by the security guard. He accused me of trying to steal and claimed to have picture proof. When I requested to see the photos, he became aggressive. Feeling intimidated as he was much larger than me, I left the store. This store is familiar to me as I often visit with my 3-year-old daughter, although she was not with me on this occasion. My partner and I work in customer service, and we have never stolen anything in our lives. I am upset by the way I was treated and embarrassed by the whole ordeal. This incident occurred at Asda Beeston Supermarket in Leeds.

Today, I had a disappointing experience at the Asda in Small Heath. As a coeliac and a pregnant customer, I was looking for gluten-free snacks. Sadly, I found two big stock crates blocking the free-from section. When I approached two staff members for help, they ignored me. Despite managing to grab some items within reach, the customer service was lacking. At the checkout, I discovered that one of the gluten-free items was expired, with a best before date of March [redacted], and I was still charged full price. I was disheartened by the lack of stock maintenance and customer service. Now, I have to go to another Asda to return the expired item. This whole experience has left me feeling appalled and dissatisfied. I hope Asda will address this issue appropriately. Thank you. - Sonya

I purchased two wagyu steaks at your Hartlepool store today. When I arrived home, I discovered they were three days past the expiration date. Unable to reach the store by phone, I returned in person, a 20-minute journey. The customer service lady refunded my money and provided a £5 gift card. When inquiring if there were more steaks available, the initial response was unclear, and a staff member nearby stated they were not in stock without verifying. I even inquired about upcoming deliveries but was informed they restock overnight. This was my first complaint, and unfortunately, I found the staff unhelpful as they did not make an effort to investigate further.

I would like to file a complaint about an incident that occurred at my local Asda store (Blackburn) on Thursday, May 19, [redacted]. My wife ordered a pizza with only sweetcorn and peppers as toppings because she is a vegetarian. Despite her specific request, the pizza she received contained pork. This mistake caused distress as pork is forbidden in our religion, and my wife fell ill after consuming it. We spoke with the store supervisor, Everton, who apologized and offered a refund. The following day, we met with the store manager, Andrew, who acknowledged the error and expressed his sympathy. However, he mentioned that he could not formally document our complaint in the system and advised us to contact Asda House. This incident has been particularly upsetting as my wife has been unwell and has suffered from food poisoning symptoms. We have sought medical advice and treatment but have not seen any improvement. I am deeply disappointed and upset with Asda for this negligence and the impact it has had on my wife's health.

I order from Asda weekly for my family of 4. Used to collect from Runcorn, but since moving to Ellesmere Port, the service there is inconvenient. Opted for home delivery instead. Recently, had two incidents where Asda Runcorn couldn't deliver to my new address, mistakenly sending the order there. I was upset about the lack of customer service and empathy. Even after paying for same-day delivery, faced the same issue again. This caused unnecessary stress and inconvenience. Had to cancel the order and have my partner collect it, wasting time and fuel. The staff's attitude was disappointing. It shouldn't be the customer's responsibility to fix such errors. I believe some compensation is deserved for the trouble caused.

I mistakenly placed a double online order for delivery on 18/05/22. After contacting customer service, I was assured of a refund within 3-5 working days but have yet to see it. Despite following up, the process has been delayed. I requested ARN numbers for each order, but the response time has been slow. I am disappointed with the lack of efficiency in handling this matter and was even given a curt apology regarding my disability. Please improve advisor training to provide better service. While £[redacted] may not seem significant to you, it is important to me. I urge you to prioritize issuing the ARN numbers promptly so I can contact my bank and retrieve MY funds.

During my recent visit to your Inverness store, I was disappointed with the service. The checkouts were chaotic with only one young employee handling them. Other customers and I were left waiting, with a customer even having to search for assistance. Despite requesting the duty manager, Gayle Taylor, she did not show up promptly. The lack of management presence on the floor was concerning, especially when the store was understaffed. The blame falls on poor management rather than the staff. It's crucial for managers like Gayle to lead by example and support during busy times. Ignoring unhappy customers reflects badly on the establishment, and blaming COVID for organizational issues seems unjustified.