Asda Customer Service Issues

Order number [redacted][redacted]. I received 4 dehumidifiers instead of 16 and 2 Rountrees Giant Fruit Pastel tubes were replaced with sharing packets. I actually wanted 16 dehumidifiers and the tubes specifically for Christmas, not sharing packets. Please address this error by providing the remaining 12 dehumidifiers and the proper Christmas sweets instead of sharing packets. This experience has been disappointing, and I hope it can be resolved promptly.

I've only received half of my order. The other half was supposed to arrive yesterday, but I got a message saying it will now be delayed by 3-5 days. Additionally, I ordered a microwave set to be delivered today, but received a cancellation notice this morning. They mentioned I should expect a refund in 3-5 days. I chose to shop online because of a recent ankle injury, and now, I'm unable to buy another microwave until the refund is processed promptly.

I received my delivery today for order Number [redacted][redacted] at 5 Lyon Street, Queensbury, Bradford BD13 1AY. However, there were 9 missing items. When I contacted customer service, the representative insisted on issuing a refund instead of providing the missing items (8 bottles of tonic and a pkt of bakery Tcakes). Despite requesting to speak to a supervisor after a 30-minute wait, no progress was made, and I ended the call frustrated. Fortunately, the driver later returned with the missing items. The call center staff's reliance on a script and unhelpful responses made the situation very disappointing. Your customer service department requires a significant overhaul to better assist customers in similar situations.

I would like to inquire about your stance on the Blue Light and Defence Discount Cards. Recently, I experienced inconsistency regarding the acceptance of my Defence Discount Card among various armed forces Facebook pages. Upon visiting the Aberdare branch today, I was disappointed when my card was declined at the checkout, which was quite embarrassing given my former armed forces affiliation. Interestingly, my card was previously accepted during a visit to York a few weeks ago. Both the Blue Light and Defence Discount Cards are affiliated with the same company and are generally accepted at similar locations. I would appreciate some clarification on this matter. Thank you. Best regards, Steve

On December 6th, I arranged a collect at store order scheduled for pickup on the 7th. Unfortunately, when my manager went to collect the order, he was turned away despite providing my ID and confirmation email. I later received an email to reschedule the collection which I did not do. Oddly, I then received an email at 3:30 am on the 8th saying the order was collected, which was confusing. I assumed it was an error and expected a refund. Due to being out of town for work, I couldn't check until last Saturday. When I spoke to customer service, they assured me they would investigate, but I haven't received any updates yet. Getting in touch with the Colchester store where the order was placed has been impossible. The order number is [redacted][redacted] for £[redacted].50.

I am seeking assistance regarding an issue I encountered at my local Boldon Store today. I spent £[redacted].88 but my Rewards app failed to open, causing inconvenience to myself and others in a busy queue. The assistant mentioned this has happened to several customers and suggested contacting customer service. I have my receipt and hope for a resolution as I feel disappointed about missing out on the rewards, especially since I value the scheme and appreciate the support for blue light cards. It would be beneficial to have a backup system for such situations in the future, as this is not the first time it has happened. It was awkward trying to connect the app while others waited, knowing I missed out on benefits. I rarely complain but I believe I have missed out on deserved rewards. Merry Christmas. Kind Regards, L. Q.

I made changes to my Christmas shopping online, used my money-off points, and completed the order. ASDA has placed a hold on my account for the delivery, which after the changes, amounted to £[redacted].10. However, when I revisited the site to add something I had forgotten, the old order was displayed with the updated total, but none of my amended items were visible. This is distressing as my Christmas shopping is scheduled for delivery tomorrow between 2-3 pm. I have been on hold for 20 minutes trying to contact them, and I am anxious. Being disabled, I rely on shopping online every week, especially for Christmas. It took me an hour to make the amendments.

On Monday afternoon, I visited the Asda in Hamilton South Lanarkshire to pick up an item through click and collect. Unfortunately, I seemed to have dropped my work card, which is a plain white plastic card, while I was there. I only realized this when I returned to work and had my bags checked by Jane. I'm hoping that someone might have seen the card on the floor at Asda or possibly turned it in. If anyone has any information about it, I would greatly appreciate it.

On Monday, December 19th, I slipped and fell in your Newark Store between 7:45 and 8am. I landed on both knees and hands, resulting in significant bruising and swelling in one knee. Despite informing staff about the wet floor, initial response lacked empathy. Instead of offering assistance, I was directed to the customer service desk while in pain and distress. The manager, Andrew Wright, handed me an accident form immediately, which I declined to sign due to my emotional state. My boyfriend's concern was also disregarded during the process. The lack of care extended to the handling of the situation deeply upset me, impacting my work as a Primary School teacher and causing disappointment in the treatment I received. This experience has led me to reconsider my loyalty as a customer, and my family shares this sentiment. I seek acknowledgment of the poor handling of the incident and hope for a response that addresses the distress I faced. An email acknowledging this situation is requested promptly. Sincerely, Madeleine Fox Age: 27

I scheduled a Christmas delivery for my order on the 23rd of December with order number [redacted][redacted]. It was meant to arrive between 12:30 and 1:30, but it never showed up. Despite calling customer service six times, I was repeatedly assured it would arrive, but it didn't. This was my Christmas food, and I waited the whole day, missing out on visiting my mom in the hospital and shopping for gifts. After finally reaching the store, I was informed it wouldn't be delivered due to a van breakdown. There has been no communication, apology, or acknowledgement of fault on their part. I've been a loyal customer who has spent thousands of pounds at Asda this year, and this experience has truly ruined my Christmas.

I am writing to address a concerning experience I had recently at your Asda Dunstable store. On December 23, [redacted], at 10:15pm, I encountered discriminatory treatment because of my ethnicity. I sought assistance with billing, but was disrespected by a white male employee. He denied me access to the store manager, citing the late hour. I was dismayed by this discriminatory behavior and expect better customer service standards from your company. I request that this issue is taken seriously, with measures put in place to prevent such incidents in the future. I kindly ask for a response detailing the actions that will be taken. Thank you. - AM

I bought a red cardigan with gemstones to wear for a work lunch on December 9th at 1 pm from the self-checkout at your Ware branch. It was the last one available. I had trouble with my reward app and ended up not getting a receipt. I tried to exchange it for bedding later but was told it had been reduced to £10 in price from what I paid. I asked if I could exchange it for £20, but it was refused. I ended up purchasing the bedding and left disappointed. I'm in a tough financial situation and reaching out to see if you could honor a £20 credit note by verifying the price tag I have with no markdowns visible. The style number is [redacted]/[redacted]/[redacted]/[redacted]/[redacted]. Thank you.

I purchased petrol for £15 from the Kirkcaldy petrol station on December 22. When I tried to pay for groceries on December 28, my card was declined. Upon checking my bank account, I noticed two pending payments totaling £[redacted] to Asda when I only made the petrol payment. This situation is causing me significant distress, especially as a single mother to a disabled child who now has no food or gas at home. I find this situation inexcusable during a cost of living crisis, especially around Christmas. I am experiencing a high level of anxiety due to this issue. Please advise.

I recently visited Asda in Spennymoor with my husband to use a gift card. We encountered an issue at the checkout, as a product was scanned twice. The Asda employee's response was abrupt, telling us to pack quickly and seeming impatient. As we tried to pay with a gift card and cash, she rushed us through the process, insisting that we pay a certain way. This treatment was disappointing, and we felt rushed and disrespected as customers. I attempted to address this by calling the store, but was unable to reach anyone after multiple tries. I believe the employee could benefit from additional training in customer service to improve interactions with shoppers.

Today, on 30.12.[redacted], my wife and I visited your Asda on Barwell Lane in Hinckley, Leicestershire. We purchased a microwave oven, a kettle, a radio, and other goods. When we reached the checkouts, they were very busy. The queue for the disabled checkout was long, and as I am disabled and use a mobility scooter, we joined a shorter non-disabled queue. After waiting around 10 minutes patiently, it was our turn to check out. Suddenly, an Asda worker closed the till without warning. I expressed my frustration at the lack of notice and requested to speak to a manager, but was informed none were available. The supervisor explained that the checkout girl needed a break. I emphasized the importance of giving customers notice before closing a checkout, especially considering my health condition. I was disappointed by the lack of communication and felt disregarded. I hope this feedback can be used to improve future customer experiences at your store.

My most recent delivery was on Wednesday, December 28th, between 10:00-11:00 with the order number [redacted][redacted]. I left a note for the driver requesting to call my landline at [redacted]0 upon arrival, to wait for me to answer, and to bring the shopping inside as I'm a disabled lady living alone. Unfortunately, the driver didn't bring the shopping inside, and my cleaner, who helped, was not comfortable with the situation due to health problems. I appreciate her assistance and wish to keep her help. An ASDA customer service representative suggested filing a complaint about this issue. Thank you.

My delivery did not arrive on December 23rd, which was very disappointing news to receive at 7:45 pm. The initial message from the Asda app stated there was a problem and it seemed like my order wouldn't be delivered. I was frustrated that the driver couldn't locate my house and didn't attempt to contact me for directions. As I work full-time, I didn't have the opportunity to shop for Christmas Eve. With nine guests coming over for dinner, scrambling to different stores during my short break and early morning before work at 7 am was challenging. Unfortunately, I couldn't find everything I needed. This is the third instance where Asda has failed me. Hearing from friends about the unreliability of Asda's delivery service was disheartening, but being left without groceries on the 23rd was unacceptable. It led to immense stress on Christmas Eve that I wish to avoid in the future. I have decided not to shop with Asda again. - C. S.

I am disappointed with the customer service experience. After following up as instructed, I received an email stating the inbox is no longer in use. This is frustrating. Ceri Hello, Thank you for reaching out to Asda Customer Services. Please be informed that this mailbox is not active anymore. For any queries, please refer to our FAQ pages at asda-stores.custhelp.com. We would like a refund, please. Ceri I am disappointed that my Silent Night heated throw is no longer operating correctly. I am displeased with this situation, as I expected a product of higher quality. If you wish to exchange the item, you can visit the nearest store for assistance. Alternatively, if you prefer a refund, I will process that request for you. I apologize for any inconvenience caused. Thank you for bringing this to our attention, Ceri. Kind Regards Neal ASDA Online Groceries Team

I want to share my recent experience at the Canterbury store with you. Today, I had to use the toilets and was disappointed with the cleanliness. The state of the facility was unacceptable with toilet paper on the floor and even an old nappy in one of the toilets. The smell and overall uncleanliness were very off-putting. When I brought this to the attention of customer services, I was told that others had also complained. The response I received was less than satisfactory, with the staff member not offering any solution or assistance. Even though efforts were being made to fix the toilets, the issue was not about being broken but rather being unclean. This experience left me feeling undervalued and extremely disappointed, especially considering the importance of clean public facilities.

Hello, I visited your Cardiff Bay store today and was shocked by the security guard's attitude. My grandson ran off, causing me to panic. When I approached the guard for help, he was unhelpful and made unkind comments. Despite my distress, he refused to check the cameras or assist me properly. Thankfully, I found my grandson on my own in the store's foyer. The guard's lack of empathy and assistance was very disappointing. Thank you.