Asda Customer Service Issues

Subject: Delivery Concerns - Tuesday, April 7th I would like to report an issue with the recent delivery on Tuesday, April 7th. Unfortunately, the driver did not follow the delivery instructions outlined for safety during these times. 1. The driver did not maintain a 2-meter distance from me as per safety guidelines. 2. Despite my health conditions, when I requested my shopping to be bagged due to COPD and mobility issues, the driver left the trays on my doorstep. I then had to transfer them inside myself, which was disappointing as the website states the items would be bagged for delivery. I am concerned if this will be the standard for all deliveries over the next 9 weeks while I am in self-isolation. The driver from the previous week managed to keep his distance and bagged my items, which was greatly appreciated. I hope to receive clarification on the delivery procedures going forward. Thank you, Cynthia L. 53 Barden Avenue Bradford BD6 3LB

My name is John D., residing at 3 Elton Close, WA3 6NB. I am 87 years old, and my wife is 84. We have a regular Tuesday delivery slot from 11am to 12pm for groceries due to our age and health issues. We missed our delivery on April 7 as there was confusion with the order dates. Despite receiving confirmation for April 14, we needed it for April 7. Despite seeking help from neighbors, the perishable items had to be discarded. We tried to amend the order for April 21 on April 11 without success. We understand the situation but are struggling with the process. Can you assist us in resolving these issues? Additionally, could you clarify the timing terminology to avoid confusion? Thank you, John D.

I put together my shopping list at the end of March, but due to high demand, my delivery wasn't scheduled until 11 April. After receiving more Disability Benefits, I added to my order, only to be informed later that it had been cancelled. If payment was processed when I made the additions, this situation could have been avoided. I scaled back my list to the original items, but even then, the delivery didn't arrive as expected on Easter Saturday, leaving me without food. This has caused stress as I have animals relying on me. I urgently need this resolved to receive my order promptly.

To whom it may concern, I would like to bring to your attention an unpleasant experience I had today during a Click and Collect service at the Asda Store in Widnes, Cheshire. The employee who handed me my trolley was rude and made comments suggesting I should have opted for a delivery instead. His attitude was disrespectful, and he displayed impatience when asked to clarify his statements. Even though I explained that I couldn't choose a delivery option, he seemed uninterested. I have been a loyal Asda customer for two decades and have never encountered such behavior from your staff before. This encounter was unprofessional and left me feeling dissatisfied. I hope this matter can be addressed promptly. Thank you, Mr. B. Atherton

I'm a 66-year-old disabled diabetic living in sheltered housing in Leeds. I receive PIP and have been advised by my doctor to stay home due to my vulnerability. Seven weeks ago, I accidentally cancelled my recurring delivery slot, which is crucial for me as I live alone with no family nearby. I'm struggling with technology and now feel anxious about not being able to receive my essential groceries. I hope someone can assist me as I depend on these deliveries to get by. Thank you for your help.

Subject: Assistance Needed for Charity in Bolton Dear Concerned Party, I am writing on behalf of Brass, a charity in Bolton addressing the needs of refugees and asylum seekers in our community. Due to current restrictions, we are unable to provide our usual services, which include vital support for our dedicated volunteers. We are seeking assistance in the form of vouchers that our volunteers can use to purchase essential items from stores, as our access to supplies is limited at this time. Your help in this matter would be greatly appreciated. Thank you for considering our request. Sincerely, Carol Anne R.

I inquired with a staff member about marking my place in the queue to avoid walking up a ramp due to mobility issues. Unfortunately, I was informed abruptly that everyone must join at the end of the line. As a person with disabilities, walking uphill is challenging for me due to arthritis in my knees and difficulties standing for long periods. I do the shopping for my husband and myself, but he can't assist due to health concerns. Given his history of a heart transplant and diabetes, we are cautious about exposing him to any risks. I kindly request a system that would reduce waiting times for elderly and disabled individuals in queues. On my last visit, I had to stand for 25 minutes which was uncomfortable for me.

Dear Sirs, I am writing regarding the roadside policy cover under policy number [redacted]5. I made a payment of £27 for the yearly policy but later discovered I already had an existing policy, making the second one redundant. I promptly contacted customer service within a week to cancel the policy within the 14-day cooling off period. Despite my timely cancellation request, the representative informed me that the full refund of £27 was not possible, only offering to deduct £10 which I find unfair. Most insurance companies typically honor the full amount during the cooling off period. I kindly request the return of the deducted £10 as a gesture of goodwill. Yours faithfully, Mrs. S. Joyce

Good morning, I am seeking assistance. I attempted to contact the Hayle (Cornwall Branch) but they are not accessible via stores or phone. I represent Richfords Fire & Flood, and we have been approached by an End of Life care home in Hayle for PPE help. We've procured [redacted] 3D masks and are now sourcing materials for Isolation Gowns. I'm struggling to locate these due to high demand. I am seeking donations of King-size Flat sheets to aid in gown production for the safety of caregivers. Kindly forward this request to the suitable department for prompt response. Given I am working remotely, please reach me at [redacted]5. Thank you and stay safe.

Subject: Issue with Recent Delivery Order Number: [redacted] Order Date: 22nd April [redacted] Good Morning, I encountered a problem while trying to email a reply to the email address provided ([redacted]), as it was undeliverable. Consequently, I am posting my message here. I appreciate the refund process and am eagerly awaiting its arrival in my bank account. I would like to express my gratitude to all ASDA staff, especially the delivery driver who adhered perfectly to the 2-meter social distancing guidelines. Your hard work is truly commendable, and you all deserve the applause we give at 8 PM on Thursdays for essential workers. Here is a virtual clap from me to show my appreciation for delivering food and helping us maintain social distancing effectively. I have some feedback to share: 1) Recent orders of 500g Fresh Root ginger resulted in receiving 8 small 85g packets, totaling 680g instead of the 1000g ordered, at a higher cost. 2) An order of 1.12kg of courgettes was substituted with 2 x 330g packs, half of what was requested. 3) Previous orders had similar issues with weights and damaged items. I am concerned about the discrepancies in weights and pricing, as well as the difficulties faced in the online ordering system when updating quantities from weight to number of items. Despite a delayed delivery and issues with the refund process, I hope these matters can be addressed promptly. Thank you. Regards, C. Chopra

I am a vulnerable customer with a recurring delivery slot. My delivery was supposed to arrive on Sunday, April 26th. Yesterday, I tried to place my order online but encountered a technical issue when trying to proceed to payment. Despite multiple attempts and trying to contact customer support, I was unable to complete the order. This morning, I received an email stating that no order was made, resulting in the cancellation of my delivery slot. I appreciate your hard work during this busy time. Since the issue was on your website, could you please process the order that is still in my basket and reinstate my delivery? Thank you for your assistance. Best regards, M. Cowan

I am concerned about the treatment of children at your Westwood Centre store in Belfast. While waiting in line next to the NHS queue, I witnessed a father, who identified as a local hospital worker, being asked to leave his child outside or in the car due to the store being too crowded. This is not only potentially illegal but also unsafe. Both father and son were following safety protocols wearing masks and gloves, unlike the staff member who confronted them. The father had to reluctantly leave his child in the car, prompting me to leave the queue and take my business to Sainsbury's. It is disappointing to see such disregard for the families of health workers during these times. If children are not allowed in your shops, it should be clearly communicated to customers rather than putting parents in such difficult situations. This experience has led me to reconsider shopping at Asda in the future. Sincerely, a disappointed customer

Yesterday, I attempted to purchase clothes on your website, but encountered an error regarding my payment details. Despite three failed attempts, the order remained in my basket. However, upon checking my bank statement, I discovered that you charged me three times for £81.50 each. I also received three separate order confirmation emails with different order numbers. I urgently request a refund for two of these orders. I have called customer service but was unable to reach anyone after being on hold for extended periods. The order numbers in question are [redacted]1, [redacted]5, and [redacted]4. I do not have an account on George, just provided my email address. Please address this matter promptly.

I would appreciate it if someone could investigate this issue. Asda mistakenly debited an excessive amount from my account, leaving me with insufficient funds to cover essential items for myself and my three children. Our household is vulnerable, which Asda is aware of because of my priority delivery slot. During a 30-minute phone call, the customer advisor abruptly disappeared, and after a long wait, I was informed a manager was unavailable. Instead of assisting me, I was disconnected. I specifically used egift cards for this purchase as I was short on cash, but Asda still took the money. Although the transaction is pending, the deducted amount is currently not available in my funds. My bank mentioned that the issue is with Asda, and I must wait for the resolution, which might take a few days. Since my 12-year-old has a severe medical condition requiring a high-calorie diet, it is crucial to ensure we have enough food. Despite having a delivery slot with Asda, I now face a financial dilemma. I declined a priority delivery slot from Iceland previously, and now feel overwhelmed by the current situation. I apologize for the distress in my message and want to highlight the uncharacteristic customer service experience I encountered with Asda.

Dear Sir/Madam, I am seeking guidance regarding a refund for my click and collect order. During my first experience with this service, I picked up my order today; however, I encountered an issue with substitutions. I was provided with a no added sugar variety of Vimto instead of the 2-liter bottles I had originally selected. Unfortunately, I cannot consume this substitute. I was informed that due to the current situation, I could not return the items for a refund. Nevertheless, the staff member assisting with my pick up suggested that I could still claim a refund without returning the products. Can you please clarify if this option is available? I am unable to pay for items I cannot use. My order number is [redacted] with a total bill of £56.24. I am Linda Willing, and my email for the registration account is [redacted]. Kindly process a refund to my bank card for the two bottles of Vimto. I appreciate your assistance and I am thankful for the support provided by ASDA during these challenging times. Sincerely, Linda Willing.

I am having trouble securing an online delivery slot from Asda as my partner (79) and I (76) are both over 70 and have difficulties standing in line due to our health issues. Despite our situation, we haven't received a vulnerability letter from NHS Scotland. Living 13 miles from our local store in Berwick upon Tweed makes it hard for us to shop in person. Our GP did not provide much assistance and directed us to NHS Scotland for the vulnerability letters. Although we have a priority order line for Morrison's, we were not able to obtain one for Asda, even after reaching out to Scottish Borders Council. We have relied on Asda deliveries from the Edinburgh area for a long time due to pricing variations with alcohol. It's frustrating that we are unable to secure a delivery slot, especially since no one in our village can shop for us. Thank you for any assistance you can offer.

Hello, I received a pop-up message on my iPad tonight regarding collecting a click & collect order from the Chelmsley Wood store. I am currently in isolation, and Asda is aware of this as they delivered to me three weeks ago. I do have a confirmed delivery scheduled for Friday evening, 1/5/20. Originally, I placed an order for today but mistakenly pressed the wrong button. Immediately, I cancelled that order and received a cancellation email. Subsequently, I reordered and it is due to arrive on 1/5/20. I am in isolation due to being chronically ill and disabled, so I would not have made a click & collect order. Please help me with this situation.

Good afternoon, I hope everyone is safe and well. I wanted to share that my 83-year-old father, George, who frequents the Shipley store, misses you all. He enjoys the clothes with his name on them and walking to the store for a break from my mom. Due to shielding, they can't go out, making it hard for him, but we are queuing for him. It's his birthday on Thursday, and he'll be playing his Bagpipes in support of the NHS at 8 pm. He's requested no gifts but donations to the Alzheimer's charity for those with Dementia during this time. He looks forward to returning in 12 weeks. Maybe you can let him know you missed him too! Kim

I recently purchased two packs of chicken breasts from your Dumbarton store, both dated for 2nd of May and stored in the same location. Upon opening the second pack on the 1st of May, I noticed it was off, with the chicken appearing yellow and having white spots. The smell was unpleasant, reminiscent of rotting chicken. I disposed of the pack and recalled a similar incident happening two weeks ago to me and a friend who also bought chicken from the same store. I wanted to draw attention to the fact that such occurrences pose a risk, especially to vulnerable individuals like myself (I am shielding due to pregnancy and a serious heart condition). There are others who rely on the food they purchase weekly, and incidents like these can have serious consequences. It seems there might be a production or labeling issue causing this. I have pictures if you'd like to see them. Please forward this email to the store manager for further action. My main concern is ensuring the safety of the products for the community, rather than just seeking a refund. Best regards, Fiona Panelli

I am upset about my recent experience at the Asda store in Farnborough. While being cautious and following social distancing rules during my shopping, I encountered two staff members who treated me unfairly. As I finished my shopping and was picking up tissues, I briefly stopped to make a phone call while following the indicated direction in the store when a home shopping staff member seemed to think I was in her way and made a rude comment. Another staff member commented on the situation, suggesting it could escalate, which was uncalled for. I felt uncomfortable and confused by their behavior. Despite the current challenges we all face, courtesy and respect should prevail. The rudeness I experienced was unwarranted and unacceptable. I hope this feedback can help improve customer experiences in the future. Thank you.