Asda Customer Service Issues

Dear Customer Service, I recently purchased two Extra Special moussakas from ASDA, but I was disappointed with the lack of flavor and the undercooked aubergine and potato. The bechamel sauce also tasted artificial. I used to buy a larger, more delicious version of the moussaka that seems to be no longer available. I am unable to visit my local ASDA for a few weeks to request a refund in person, so I would appreciate it if you could issue a refund or a voucher for the total value of £8 for the two moussakas. Your attention to this matter is greatly appreciated. Sincerely, R Tilling

I was anticipating a delivery today (Saturday, 28th January) between 6pm-8pm, and the Asda app indicated that my delivery was due between 7.24 and 7.34pm. The driver phoned me about 15 minutes ago claiming he was at my property. I had briefly stepped out about 10 minutes away, relying on the app's timing. The driver bluntly mentioned that I shouldn't depend on the app for accurate delivery times and left without delivering my shopping as he couldn't wait. This issue with the app's reliability has now resulted in me missing my nearly £[redacted] monthly order. I may need to reorder everything unless this matter is resolved. I comprehend the scheduled delivery time, but the app's inaccuracy has caused this inconvenience where I am now without my order.

I visited the store in Glenrothes to do my weekly shopping and used my blue light card. After realizing I forgot some items, I returned to the store. At the checkout, they declined to apply the blue light discount again, stating I had already used it. I explained that adding the forgotten items would result in the same discount. I frequently shop at Asda and never had an issue using my discount for additional items before. I don't understand why I couldn't reuse the card when the total amount remains the same. I was disappointed by how I was spoken to, having retail experience myself I know there is usually no limit on using discount cards multiple times.

I previously held an ASDA credit card which was discontinued but has now been reintroduced with appealing benefits that I would like to enjoy. Despite having a clean credit history with only a past mortgage, TRANSUNION's eligibility checks are hindering my ability to obtain a replacement card. TRANSUNION offers a free credit report viewing with subsequent charges of £14.99 monthly after 30 days, which I am hesitant to commit to due to online subscription concerns. I kindly request consideration for a credit card application, willing to sign a disclaimer regarding immediate card withdrawal if debts arise. Thank you for understanding my situation. Regards, D C Smith.

Order number: [redacted][redacted] I have been getting deliveries from this store for years, but recently, the service from Asda has been very disappointing. The same driver has failed to show up or contact me for the past 2 weeks. When I call customer service, they are not helpful at all. They only offer £5 for the missed delivery and say the order is cancelled, which doesn't solve the problem. Last week and this week, I had to go to the store to collect my order after waiting for it to be delivered. I have paid for a year of deliveries, so it's frustrating when I don't receive my orders for two weeks in a row. I usually schedule deliveries between 8 pm and 9 pm, but now I don't trust that Asda will show up. I would like a refund for the remaining balance of my year of delivery service and reimbursement for the time and inconvenience of having to collect my orders in person instead of them being delivered as promised.

I purchased a stainless steel microwave last year with the model number GMM1 0 1 SS –20 and it has a two-year warranty. Although I usually keep all my receipts, I seem to have misplaced this one. The microwave, bought in May or June of [redacted], is malfunctioning - it's not rotating, heating the food properly, and I am unable to contact someone for assistance. I am 77 and find it challenging to deal with this issue, especially since I can't understand some customer service representatives. I don't have the receipt or packaging. The microwave is still under warranty, and I am hopeful for a repair or replacement as it is a significant purchase for me. I am a loyal customer who shops online and orders food from your store, with my last order just before Christmas. I genuinely need your help with this matter. Sincerely, Maureen Amies.

Yesterday, while at Asda Aberaman, two staff members accused my daughter of not paying for goods totaling £[redacted]. Initially, the CCTV operator believed it was her who hadn't paid on Saturday but later realized it was a mistake. The checkout supervisor apologized, but the CCTV operator, Mathew, did not. My daughter reached out to customer service via email, and I contacted customer relations on Twitter and Facebook. A family member visited the store this morning and spoke to the manager about the incident. If this matter is not resolved satisfactorily, we may seek legal advice.

During our recent visit to our local Asda at Castlepoint, we utilized the scan and shop service. On both occasions, we experienced a quality check, which isn't an issue for me; however, the staff member conducting the check mistakenly scanned items she believed were the same but were not. Subsequently, we had to have all our shopping verified by another colleague. This occurred during both visits and was quite embarrassing. Additionally, after having to rescan some items, it was evident that the process was not done correctly. This experience was especially challenging for me as I have recently been dealing with mental health issues and have just started going out again. I was accompanied by my adult son and daughter as I am not comfortable going out alone. It would be greatly appreciated if more training could be provided to avoid similar incidents in the future. Other staff members also appeared to be frustrated with the situation caused by Michelle, the staff member involved. Please address this matter to prevent other customers from feeling embarrassed and uncomfortable due to prolonged scrutiny from other shoppers.

I placed an online delivery order ([redacted][redacted]) that arrived at 7:45 pm. Upon the delivery, Sabrina called requesting access to the main door and abruptly hung up after a brief exchange. Being unwell for the past four months and having to go down to the first floor without an elevator to collect my shopping was challenging. I ordered online due to my health condition and being alone. This was my first time ordering from Asda as I usually use Tesco, who deliver directly to my flat. I was taken aback by the behavior of the Asda employee; the shopping wasn't too bulky for her to bring to my door. I will stick with Tesco for my future orders due to their polite and helpful staff. I hope Asda addresses Sabrina's conduct to prevent similar incidents with other customers.

I had an unpleasant encounter with a staff member named Katrina or Karina at the East Retford store. During a recent visit, she displayed rude behavior at the customer service desk when I went to pay for my items. Despite the lack of open tills and issues with the self-service ones, her attitude was unwelcoming. She seemed annoyed by the number of items I was purchasing and made the process difficult by not providing a bag promptly to help with bagging my items. In the past, she was unhelpful when I returned a faulty item, only resolving the issue after I requested a manager's assistance. Moreover, her behavior towards me was unprofessional, making me uncomfortable during my shopping experience. I believe her conduct towards customers is unacceptable, and I hope for a resolution from the store management.

I am unable to reach you through the phone number provided, so I am reaching out here for assistance. I purchased the last Joie digital thermometer from your ASDA Living store in Tottenham Hale Retail Park over 30 days ago. Despite not being able to locate my receipt, I have been unable to use the product as it does not turn on. I have attempted to contact the possible manufacturer, decor-essentials.com, without success. I suspect the thermometer may need a battery, but I am uncertain how to insert one as there are no instructions available. I am considering returning the product to the store for assistance or seeking a refund or replacement. Time has been wasted trying to address this issue, and I am in need of a resolution. Thank you for your help. Regards, A.

I placed an order for collection - [redacted][redacted]. I completed the order this morning as I was unwell and unable to go to the store. The order was scheduled for pickup this evening to prepare for the new week. I am disappointed with the substitutes provided. It is challenging to reject items on the spot when someone else is picking up the order and some items are needed the next day. My original order of mild pepperoni sticks was substituted with hot ones, unsuitable for my son's lunch and snacks. The gluten-free pom bears were replaced with hula hoops that may contain gluten, a concern for my coeliac children. The multipack mccoys were substituted with salt and vinegar only, preferred by my fiancé and me but not my children. Also, the Ella’s kitchen melty puffs were replaced with smaller cheese stars, crucial for some younger children in my care. I believe customers should be able to reject substitutes before collection to avoid these issues. Overall, this experience with Asda online shopping has been disappointing, and I suggest providing a voucher for substituted items' costs. Thank you.

Today, my husband and I purchased 15 bottles of wine at your Bury St. Edmunds store. We bought 9 individual bottles and one case of 6. After reviewing the receipt at home, I discovered that the case was not scanned and we were not charged for it. We promptly returned to the store and informed customer service that we wanted to pay for the case. However, we were taken aback by the somewhat curt response from your staff. When my husband requested assistance due to his health condition, other customers misinterpreted the situation, which was disheartening. We felt the need to rectify the error and pay for the wine, but we expected a more understanding and courteous interaction given the circumstances. Despite settling the bill and leaving, we are disheartened by the lack of customer service we encountered at your store.

Hello, I am Reka Gazso, and I reside at 17 Tower Gardens Road, London, N17 7PS. My order number is [redacted][redacted]. Today, my delivery went to the wrong address. Although customer service promised a full refund, I have not received confirmation of this refund yet. I urgently need the refund to purchase food since someone else received my order. Kindly assist in resolving this matter promptly. Thank you.

Whilst leaving Asda in Bromborough today, my shopping trolley unexpectedly stopped at the exit, causing me significant pain. As I have scar tissue in my abdomen, I had been symptom-free for about a year prior to this incident. I had to wait nearly thirty minutes for a manager to assist me, and now I am at home experiencing discomfort because of your anti-theft protocol. The managers on duty seemed unsure of how to address the situation and simply stated that it was the store's procedure. Should I seek legal advice following the pain inflicted by your anti-theft measures?

Today, I went to Asda Seaham looking to purchase a 1-liter bottle of Tanqueray gin that had been advertised online for £22 for the past two weeks. However, in the store, the price was £26.50. When I inquired, I was informed that it was an online-only offer. It would have been helpful if it had been specified as an online offer on the website to prevent confusion. Subsequently, I chose to buy the item from Sainsbury's, as they were selling it at the online advertised price. It can be frustrating when an item is priced differently in-store compared to its online promotion.

I recently had an order scheduled for pick-up at the Asda Lancing South Street branch between 2pm-3pm with order number [redacted][redacted] on 28th February [redacted]. Unfortunately, upon arrival, the order was not ready for collection, prompting me to request a refund as I could not wait any longer. Around 4pm, I received a call from the driver stating he was unable to find my house, even though it was not a delivery but a pick-up from the Asda store. Despite explaining this, I was informed via text on 2nd March that I had collected the order. This miscommunication has been very inconvenient, leading me to request a refund promptly. I did not receive the order, and I am eager to receive the refund in a timely manner to avoid further escalation of the issue.

I visited the Castlepoint Bournemouth store on March 2nd to purchase gift vouchers and gifts totaling £64.30. There was an issue at the checkout where a gift voucher was accidentally processed twice, causing a delay. After waiting for assistance and no luck, my shopping was canceled, and I had to go to customer services to have it reprocessed. Unfortunately, I had to pay again, so I ended up spending £[redacted].60 instead of £64.30. I requested a receipt for the canceled transaction but was unable to obtain one. The staff at customer services helped me re-purchase my items, but the double charge has left me financially tight for the weekend. I hope to be refunded promptly, ideally by Monday, as this situation has affected my plans. I look forward to resolving this issue soon.

The diapers from this brand used to work perfectly for my 1-year-old throughout the night since birth with my children. However, recently, there seems to be no padding, leading to leaks by 9.30pm, which never happened before. It's disappointing to see such a difference in quality, unsure if it's a one-off issue or a change in the product overall.

The size 5 nappies from Little Angels have been a disappointment lately. Previously reliable for my 1-year-old throughout the night, they are now lacking in padding. Despite using this brand from birth for all three of my children, the current nappies no longer hold up from 7pm to 7am. Lately, my little one is waking up at 9.30pm soaked through to his sleeping bag. It seems that the nappies have been altered and are not as absorbent as before. I'm unsure if this is an isolated issue with this particular pack or if the product has been changed for the worse.