Asda Customer Service Issues

To Whom It May Concern, I am writing to formally address an issue with a click & collect order I placed at your Wolstanton store on April 30th. My order number was [redacted]0, totaling £[redacted].43. Upon returning home, I discovered that 42 items, mostly chilled and frozen goods, were missing from my order. I attempted to contact the store multiple times, but each call was disconnected automatically. I reached out to customer care and spoke with Andrew, who informed me that only a Manager could assist. Despite promises of a callback, no one contacted me by 5:30. After several unsuccessful calls, I was finally told by Dimitar that only a refund could be arranged. As I required the groceries, I left the matter until the next day, which happened to be my husband's birthday. A relative was sent to the store with a note explaining the situation. Despite a long wait, the items were not completely replenished. I returned to the store, where a team leader acknowledged past errors and called the Manager, Kim Sallaway. Kim apologized for the inconvenience, offering a £20 voucher and 2 bottles of wine. She later mentioned a £30 credit adjustment from head office, which I have yet to receive. Considering the time, effort, and stress involved, I find the proposed compensation inadequate. I look forward to your prompt response. Sincerely, Dionne Millard

My 75-year-old mother is currently shielding due to the pandemic. She has been trying to continue ordering home deliveries, but it's been challenging to secure a slot. Despite managing to get a delivery every two weeks by staying up late to book, she recently had a delivery with all her chilled items missing. Although the driver was helpful and tried to locate the missing items, they couldn't be found. The suggestion was to apply for a refund if the items didn't arrive on a later van. However, with delivery slots taking up to two weeks to secure, and being unable to leave the house due to shielding, waiting for a refund or a replacement delivery causes unnecessary stress. While my mother has assistance, many elderly and vulnerable individuals rely solely on this service. It would be beneficial if missing items like these could be reordered and delivered promptly to avoid further hardship for those already going through a tough time. Thank you for your support. Julie C.

Dear Customer Service, I wanted to address some issues with our recent large order. Unfortunately, we were unable to check the goods before returning home, which is quite a distance away. I found the following problems with our order: - 1 x cucumber was missing - 1 x Easy Baked Yeast was missing - Granulated sugar was substituted for caster sugar, which is not suitable for baking - Instead of receiving 2 x 100g bags of Overbaked Snaps sweet Chilli, we received 2 x 21g bags I appreciate your assistance in resolving these matters. Sincerely, Tony Ackland

Hello. I am a loyal Asda online shopper. Due to the ongoing Covid-19 situation, like many others, I have been unable to secure delivery slots for several months now. Despite paying £5 monthly for delivery services, I have not been able to schedule a delivery since my last one on February 29th. This is now my third month facing the same issue. I kindly request a refund for my delivery fee starting from March as I have not been receiving the service I am paying for. My customer ID is: [redacted]. I look forward to your response. Thank you. Sadaf Ali

On April 27th, I placed an order with an expected delivery date of May 15th. On April 29th, I received an email confirming that my order had been dispatched from the warehouse. Subsequently, on April 30th, I was informed that my parcel was with Hermes for delivery. However, after tracking the parcel, it showed that on April 30th at 8:35 am, it was on its way, but by 9:19 am the same day, I was notified of a 24-hour delay. The following day on May 1st, I received another delay notification. The tracking information did not update until May 4th when I was informed at 8:07 am that my parcel was being sent back to the sender. I am unclear why this happened as there was no attempt made to deliver the parcel to my address. I am seeking clarification on the status of my parcel and why it was returned without a delivery attempt.

Good morning, I apologize for the problems I experienced with my recent orders from Asdas. The Avocados in my Click and Collect order on Monday were overripe and unusable, and two of the oranges were moldy. Additionally, I just realized that the 12 2nd Class Stamps were missing from my previous home delivery. I have photos of the items for your reference. I look forward to your response. Thank you, Teresa Sharman

I placed an order and was prompted to enter the security code at checkout. When I did, I received an error message instructing me to contact my card provider. I have all the necessary information, and my last order was received on May 6th. I attempted to update my card details, but after entering the same information as before, I was advised to delete it as the system already had my details. I am worried because I need to finalize the order by May 17th for a delivery on May 20th. I order every two weeks to optimize your packing and delivery schedule. I also tried using a new card and details, and although they were accepted at checkout, I encountered the same issue. Thank you for your help.

Hello, I have been seeking the email addresses of the managers of superstores in Weston Super Mare, Clevedon, and Bristol. I wish to reach out to them concerning a local animal farm, Noah's Ark Zoo, located in Clevedon. The zoo is currently in need of donations from the public to cover food expenses for their animals. As an animal enthusiast, I am eager to assist in any way possible, even though I am not affiliated with Noah's Ark. With expertise in retail and food expiration dates, especially with vegetables, fruits, and meats, I am considering the possibility of Asda making a donation to Noah's Ark. I reside in Weston Super Mare and am willing to visit my local store to deliver donations to the zoo while adhering to social distancing guidelines. Considering the amount of food that goes to waste, I believe it would be beneficial for stores to donate to local zoos like Noah's Ark. I would greatly appreciate it if you could provide me with the appropriate email contacts for initiating this discussion. It would be wonderful if Asda could extend their support to Noah's Ark, which heavily relies on sales to cover food expenses. Thank you for considering my request. Warm regards, Deana

Hello, I am currently feeling very frustrated as I have been unable to place any online shopping orders since April 19th. This situation is particularly frustrating because I am also paying for a delivery pass that I am not able to utilize. Every time I attempt to add items to my cart, I encounter one of two error messages: either "A problem Occurred - The operation could not be completed. Sorry, we've had a technical error. Please try again," or "Whoops! The operation couldn't be completed. Sorry, we've had a technical error. Please try again." Additionally, I have noticed that your website does not load on my laptop despite having a strong signal. I have tried resolving the issue by reinstalling your app on my phone multiple times, but the same problems persist. I have attempted to contact customer service both by phone and email, but have not received satisfactory assistance. I would greatly appreciate any advice or insight you can provide regarding this ongoing issue. Best, Liz

Grocery Order No. [redacted]1 I would like to report unsuitable substitutions that were returned to the store by the driver: - 2X white Kinder Bueno - 10x 4x440ml John Smiths Smooth I have not received an email confirmation for this request or seen any funds refunded into my account. Could you please investigate this matter promptly? Additionally, while reviewing your refund policy online, I noticed that due to the pandemic, drivers are not supposed to take goods back to the store. However, the email I received on 11th May stated that I could return unsuitable items to the driver for a full refund. This information seems conflicting, and the driver was not aware of this policy either. Thank you for your help. Best regards, K. Braithwaite

Today, after paying over £[redacted] for my shopping at Asda Bloxwich, I was wrongly accused of not paying for an item as I left the store. Despite showing my receipt, the security staff insisted I hadn't paid. This was a very embarrassing experience for me, a loyal customer of over 30 years. Upon returning home, my wife found the item they alleged I didn't pay for at the top of my receipt. Why couldn't the staff spot this mistake? When attempting to contact the store, I was met with a recorded message stating they were not taking calls. Upon going back to the store, the manager was unavailable, and another staff member's response was dismissive, admitting mistakes happen, offering me the item back along with an additional one, and a simple apology. I was dismayed that the four individuals who accused me, embarrassed me, and failed to practice social distancing or wear masks were nowhere to be found for a conversation. I believe the incident was captured on CCTV. At 64 years old, I'm unsure where to lodge a formal complaint about this ordeal.

I have been struggling to log in and out of my account for the past three days. Whenever I try, I am stuck on a page with a rotating green circle. Despite changing my password, the issue persists. Even after clearing cookies, attempting different PCs, and using other browsers, I cannot access my account. I urgently need to modify my order scheduled for delivery on May 27. I have contacted Asda customer service four times, but they have not been able to assist me. Your help would be greatly appreciated. Thank you, Lawrence Crocker.

I am writing to share my recent experience at the Paignton, Devon branch, where I encountered multiple issues with the staff. I visited to purchase a £10 EE mobile top-up but did not receive the 16-digit code upon payment. Despite speaking to customer support and being promised a call from the manager, I never received it. Upon returning, I was directed between the store and the mobile service provider without a resolution. Eventually, I was given a number that turned out to be the item code from my receipt. As a loyal customer, all I seek is my voucher or a refund, but the team's lack of knowledge and care has left me frustrated. The store's operations seem to be severely lacking.

Hello, I wanted to express my appreciation for the excellent service we receive from the friendly staff at your Ashton branch. My husband and I have been loyal customers for many years, making the 6-mile journey for the Asda experience. We are grateful for the store's efforts in adapting to the current situation. However, for several weeks, we have noticed a lack of social distancing among some of your staff members. It concerns us to see them not practicing social distancing while interacting or fulfilling online shopping orders. As someone who values safety while shopping, I believe it is important for your staff to lead by example in following social distancing guidelines. Thank you.

I visited the Balby store on Springwell this morning at 9:35 a.m. I'm a support worker shopping for the ladies I care for. Upon entering, a staff member, a short lady with dark hair tied up wearing glasses, asked if I was NHS staff. When I explained I was a support worker, she informed me only NHS staff were allowed. I believed support workers and care workers could also shop early. Disappointed that we are not included in priority shopping, as I was shopping for the individuals I support. The store was not busy. Please confirm if support workers like me are eligible for early shopping or consider informing your staff in stores if we are not.

I placed an order with your Asda store in Antrim for collection today, 28.05.[redacted]. My order number is [redacted]9. I was disappointed by the staff member's attitude. They insisted on putting everything directly in the car boot without bags, refusing my request for bags. This resulted in my frozen, fresh food, salad, and beer moving around in the boot during my 15-minute drive to Ballymena. Also, they substituted my 3 packs of Kronenbourg [redacted] (15 cans each) on promo for 3 packs of Stella Artois (18 cans each) without my consent. I don't drink or like Stella Artois, and it was frustrating not to receive what I ordered on promotion. Spending £[redacted], I couldn't get chicken, pork, or my preferred beer. This experience was unacceptable to me, driving to a different town for collection. I won't be using Asda again due to this disappointment in service.

I am a shielding individual who relies on weekly orders for groceries. My recent order, number [redacted]1 from a store on Bury Street, Ipswich, arrived yesterday evening with a couple of issues. Firstly, the items were packed in a way that caused the bread rolls to be squashed by placing heavier items on top. Secondly, several items were missing like minced beef, liquorice twists, pork fillet, lamb steaks, and beef steaks with no prior notice given. These missing meat items have left me with a significant gap in my groceries. I am disappointed and wondering why the store had such a shortage of meat products and how I can manage my meals for the week without these essential ingredients.

I have been a loyal customer at Asda on Gliwice Way in Bawtry Road, Doncaster for several years. Despite being an NHS keyworker during the Covid-19 crisis, I have faced challenges when trying to shop during the designated NHS time slots due to my work schedule. I have noticed a significant lack of enforcement of social distancing measures in the store, causing frustration and concern. Customers and even some staff members are not adhering to the one-way system or maintaining proper distance. I have personally attempted to address this issue with little success. The security measures like one-way entrances and exits seem to have been removed. This negligence is alarming, especially considering the recent loss of two friends to the virus. It is disappointing that Asda does not seem to prioritize social distancing and the safety of its customers and staff. Due to these safety concerns, I have decided to discontinue shopping at Asda and seek a safer alternative. Sincerely, L. Fairhurst

Hello, My name is Ryan Mulrooney, and I currently serve as a team leader at Lidl at the Lutterworth RDC, bringing with me over 27 years of retail experience. Unfortunately, I have been informed that my position will be made redundant by the end of July. I recently noticed there were vacancies at your chilled distribution center for the afternoon shift, however, they seem to have been removed. I am interested in applying for these positions as I am reliable, dependable, punctual, and experienced in picking as part of my current role. I am confident that I can meet the required productivity rates and I am not afraid of hard work. Would it be possible to forward my CV to the relevant department for consideration? Any assistance in this matter would be greatly appreciated. Thank you, Ryan Mulrooney

I placed an order scheduled for June 17th. I received a call informing me that there would be a delay due to a broken delivery vehicle. They asked to deliver the next day, and I agreed. Unfortunately, the order did not arrive the next day, causing inconvenience as I relied on it due to a shortage of food, especially with a child in the house. I was disappointed by the lack of communication and the delivery not arriving. I waited until 11 pm without any updates on the delivery time. I have been a loyal Asda customer for years and did not expect such poor service. My order number is [redacted]7.