Asda Customer Service Issues

I recently visited the ASDA Motherwell store to collect an order. Upon arrival around 9:40 pm, I found the collection point out of order. After completing my grocery shopping, I encountered a delay at the self-checkout due to a missing barcode on an item I purchased. When I finally reached the service desk at 10:02 pm, I was informed that I had missed the collection time, which was not clearly communicated to me earlier. Despite facing difficulties with the self-service checkouts and speaking with several staff members, I was disappointed by the lack of assistance and understanding. The supervisor I interacted with was unhelpful and failed to address my concerns adequately. The overall customer service experience left me feeling dissatisfied and frustrated, especially considering the inconvenience I had experienced. It is crucial for ASDA to improve communication regarding collection times and provide better customer service in such situations.

I have utilized the ASDA click & collect service twice at the Newport Isle of Wight store. Unfortunately, both times left me frustrated and disappointed. From "checking in" to receiving my groceries, the wait times exceeded 20 minutes. No one acknowledged my arrival or informed me about my order status; I had to personally go into the store to inform them of my presence both times. This experience was far from the fast and convenient service advertised. Standing outside in the cold for 20 minutes is not how I prefer to spend my time. While I usually don't provide feedback to large companies, as it may seem pointless, I believe it's important to highlight the inefficiency I experienced at this store. Other competitors offer a more efficient and customer-friendly service, which is a letdown for the brand reputation. I hope to hear back from you. Sincerely, Tabatha M.

I purchased a cheese packet with an expiry date of 10th April [redacted]. Unfortunately, upon making a cheese toastie, I discovered the cheese was expired and had turned blue. My children got ill with vomiting and food poisoning. Despite keeping the cheese refrigerated, it was clearly off before the labelled date. This is the second time I've experienced this with Asda cheese. I visited the Asda Colne store and spoke with the manager, Andrew Leyland, who offered me a refund of £2.50. This does not adequately address the health issues my children faced and the financial loss my daughter experienced. I spent £[redacted].24 on shopping today, and while I have proof of purchase, I am disappointed with the response I received. I intend to take further steps if a more suitable resolution is not provided. Thank you.

I am having trouble reaching Asda customer service to modify my order. Here are the order details: Order Number: [redacted] Collection Date: Thursday, 19th March [redacted], 11:00 AM - 12:00 PM Collection Address: Park Royal., 2-20 Western Road, Park Royal, Greater London, NW107YQ The email confirms the order and states that changes can be made until 10:00 PM on 18th March, [redacted]. A reminder to have ID ready for collection is also mentioned. The total order cost is £26.40 for 12 rolls of So Soft Cream Toilet Roll. If you need assistance, please contact customer service at 0[redacted]. Thank you. ASDA Online Groceries Team

Good morning,. I've been experiencing difficulties placing an online order for home delivery due to the system repeatedly asking for my email and password, which has been frustrating. After trying the app on my iPhone, I was finally able to submit my order. However, I mistakenly selected "home delivery" and now want to cancel as I prefer click & collect, but I'm unable to do so and the delivery charge is £4. I'm also disappointed that I cannot order 10 kg of carrots which I require for my daily juice, especially since I rely on home delivery due to not having a car and distance from the store. Any advice on how to proceed would be greatly appreciated. Thank you. Regards, LB.

My 78-year-old father falls into the 'at risk' category and is unable to go out to buy groceries. He cannot use his bank card for online payments. Can he pay by card or cash upon delivery? I am based in the Middle East. I attempted to pay online with my non-UK card, but the transaction failed due to a mismatch in billing address and possibly because it's an international card. I also looked into buying an e-voucher from Asda for online grocery payments. I am reaching out out of desperation since he has no other family in the UK to assist, and I am unable to travel due to restrictions. Thank you in advance for any guidance or support you can provide. Best regards, Julie C.

I have been a loyal Asda online customer for many years, making monthly payments for deliveries. However, I am facing challenges as I have been unable to secure a delivery slot for several weeks now. Due to my disability, it's physically taxing for me to shop in-store as I struggle with prolonged standing and walking. I reside at [redacted] Stafford Road, Huntington, Cannock, WS12 4NA, and my husband, [redacted], handles the payment through his bank. I urge Asda to assist me in finding a delivery slot as I often find stores depleted of items by the time I can go out. I am willing to provide proof of disability if needed. Your help in this matter would be greatly appreciated. Thank you, Michelle F. and Anthony F.

Dear Asda, I encountered challenges placing an order for a home delivery slot. Despite confirming details with my bank, the screen repeatedly crashed and presented errors such as "invalid address." This persisted until I lost my time slot after a frustrating evening on your website. I would appreciate it if this issue could be resolved to prevent such incidents in the future. Thank you.

I am a person with disabilities and a weakened immune system. For the past 3 hours, I've been struggling to make a payment using my Asda credit card for my shopping. An error keeps popping up regarding my address information. Surprisingly, I was able to purchase a delivery pass, but it's not accepting my payment for groceries. This situation is truly puzzling to me. I attempted using another credit card and even a debit card, only to encounter the same error message. I'm feeling extremely upset. After waiting for 3 weeks, I finally secured a delivery slot, but now I can't make the payment. Despite trying around 20 times with different cards, adjusting details, and adding new cards, I have had no success. I'm at a loss and feeling helpless as I cannot leave my home. I reached out to the helpline, but unfortunately, they were unable to assist me. Could someone please offer a solution? Thank you, Vicki.

I'm reaching out regarding an issue with Home Delivery. I created a new Asda grocery account due to login problems with the old one. They suspended the new account since one account per person is allowed. They charged me £55 for a year of delivery on the suspended account, which I can't access. Jim at the call center couldn't refund me. I'm within the 14-day cancellation period mentioned in the email. I can't cancel online or get a refund through the call center. Please cancel the delivery pass and refund the £55. Here are the transaction details: Order Number: [redacted]7 Items Ordered: Anytime 12 month pass Pass Expiry Date: Thursday, 25th March [redacted] Total: £55.00 I appreciate your quick response. Please reply to this email for my records. Tracy P. [redacted]

I placed an order for click and collect at George on March 18th. Due to being high-risk and in isolation, I couldn't collect the items. Despite being informed that the items would be returned to the warehouse if not collected by the deadline, I have not received a refund. I have tried calling customer services multiple times, being on hold for over 30 minutes twice or getting disconnected. I visited the store to resolve the issue but faced a long queue, making it challenging with my baby and 5-year-old daughter. I had to leave due to my children's needs. I simply seek a refund as I relied on that money. I recommend separate queues for collections to expedite the process and suggest providing information if customer service is unavailable. I'm disappointed by the inconvenience and risk exposure caused by the delay in issuing a refund.

I made a payment on the 30th for an order, but it got canceled just half an hour before delivery. This is causing me a lot of trouble as I have three young children, and I am unable to go out as I am self-isolating. The order number for the canceled order on the 30th is [redacted]2. Additionally, I noticed that on the 28th, two payments were taken for another delivery with order number [redacted]8. Another order is scheduled for delivery on April 7th, and the money is already in my bank account. I urge you to resolve these issues promptly as my orders are crucial for my family and me.

I am struggling to place an order online. I am vulnerable due to anxiety and panic attacks, which make it challenging for me to go out. Recently, you delivered my shopping on the 28th and charged me twice. There was also an order scheduled for the 30th that got canceled despite my bank confirming that you had taken payment. It's frustrating that I've been charged twice for one shopping trip and had another order canceled after payment was already made. I understand there are system issues happening, but it is very unsettling to have these payment problems occur repeatedly.

My elderly father's order [redacted] for Friday, April 2nd, cannot be changed as the 'amend button' is missing when trying to edit the order. This is the first time I have attempted to use the amend feature, and I wanted to review the order before adding more items for him. He is in his 90s and has limited mobility, especially now during the Easter period. I was able to add items to my order for April 3rd without any issues. Please provide guidance on how to proceed in this situation so I can assist him. Kindly email me at [redacted] as I am unable to make phone calls from my iPad. I tried calling on my phone, but pressing 3 at the end of the automated message did not offer further assistance.

I placed an online order with Asda two weeks ago. I made changes to my order before the deadline, but it was canceled, and I was prompted to rebook. However, when I tried, I found my account was suspended. Despite multiple attempts to contact Customer Services, I couldn't get through. The order unexpectedly arrived last night. Today, after more waiting, I spoke to a representative who acknowledged the account suspension was likely an error and assured me someone would call to resolve it. I am still waiting for that call. Some items were missing from the delivery, but I can't check the details without account access. Please reach out to me at [redacted] (as per your records) to help with this situation. Thank you.

I'm having trouble securing an online order since the next seven days are always fully booked. The limited slots make it challenging to schedule a delivery. Extending the calendar availability would increase the chance to book a slot even if it's three weeks ahead. While I usually rely on Asda for quality and variety, I've been shopping at my nearby Lidls more frequently due to the current situation. When can I expect new delivery slots to open up?

My spouse and I, both over 70 and in self-isolation due to health concerns, opted for click and collect as home delivery was unavailable. We informed the store in Retford before heading there, as instructed, but the staff did not verify our details. Upon arrival, we found three parking bays with a broken intercom. I signaled an Asda employee who briefly assisted us by mentioning the location of frozen items but then left us to load the unclean-looking shopping bags into our car. This process forced us to interact closely with others in adjacent bays, compromising our prior isolating efforts. Disappointingly, the experience did not meet my expectations of Asda's service standard. Not a satisfactory encounter at all.

I am currently assisting an elderly man identified as vulnerable by his doctor, advising him to self-isolate indefinitely in a caravan. I have completed the government form to secure him priority delivery slots. Asda has confirmed receipt of government notification regarding his priority status, but he cannot locate the messages. Unfortunately, due to my self-isolation, I am limited in providing further assistance. William Shipman resides at The Carriage House caravan site on Manchester Road in Marsden with the postal code HD76NL. His email is [redacted], and mine is [redacted] Inability to access his emails complicates matters. Could you please assist in resolving this issue? Thank you.

I am currently on the NHS list as someone who is extremely vulnerable to Covid-19 and unable to go shopping. I have learned that individuals in my situation can arrange for regular supermarket deliveries but have not received any communication from ASDA about this service. I am interested in setting up regular online orders but have been unsuccessful in reaching ASDA via email or phone for assistance.

Hello, I recently purchased several clothing items online. Unfortunately, none of them worked for me, so I returned them to the Kingswood store in Hull on March 29, [redacted]. The items were scanned upon return, and I have the receipt with the parcel ID asdm[redacted]48. However, I have not received a refund to my account yet. I have tried contacting customer service multiple times, but due to high call volumes, I haven't been able to reach anyone. I would be grateful if this issue could be resolved promptly. Thank you, Julie S.