Asda Customer Service Issues

Archive 9

The following are issues that customers reported to GetHuman about Asda customer service, archive #9. It includes a selection of 20 issue(s) reported June 24, 2020 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
Hello, I placed an order with the number [redacted]2 which was supposed to arrive by June 22nd. On Thursday, June 19th, Hermes mentioned that they would deliver my order. I tracked the parcel until I got a message saying delivery was not possible. I called customer service right away. I called again on Friday, Saturday, Monday, and Tuesday. I was informed that I needed to wait 24 hours after the due date, which was today. But I have not heard anything from Hermes or your department. I just called again and was told to wait another 12 hours. I am 78 years old and have recently started shopping online since lockdown. This is the first issue I have faced. I have shopped twice before from George and even written a positive review about the culottes I bought. So, you can see I have been a happy shopper until now. Please assist this elderly lady. Thank you.
Reported by GetHuman-rubysmyt on mercoledì 24 giugno 2020 16:31
Hello, I am still waiting for my delivery. I previously contacted you regarding this issue. The latest expected delivery date was June 22nd. Since Thursday, I have called customer service daily. On each call, I was assured a response from you, which has not occurred. The cost of multiple phone calls and the added stress has been significant. At 78 years old, online shopping has been a lifeline during lockdown. While past deliveries were satisfactory, the current situation with Hermes, known for unreliability, has left me frustrated. I kindly request a refund for the undelivered dishes and cutlery, which I was eagerly anticipating due to their uniqueness compared to my usual tableware. Please assist me as I supported your business with a positive review previously. I look forward to your response. Thank you and take care.
Reported by GetHuman4994770 on giovedì 25 giugno 2020 16:43
I visited Asda in Milton of Craigie, Dundee for my monthly shopping as usual. I stopped by the pizza counter to pick up my favorite pizza, spicy chicken and spicy beef with chilli oil on top and bottom. I have been enjoying this pizza for years. Unfortunately, the lady, Joan, who served me, was rude and told me I couldn't have chilli oil on both sides, making me feel embarrassed. This behavior was unacceptable, especially after being a loyal customer at Asda for three decades. I was so upset by Joan's attitude that I even cried when I got home. I hope my feedback will prevent other customers from experiencing similar treatment in the future.
Reported by GetHuman-tammymci on sabato 27 giugno 2020 12:09
I had a delivery on June 28, [redacted], with order number [redacted]4 totaling £51.20. Due to having two kids, one of whom is unwell, we are still staying at home to shield, supported by the government delivery pass. Unfortunately, a significant amount of food, especially frozen items, were missing from the delivery. Now, I'm facing the challenge of waiting for the refund to reorder the essential items we didn't receive. Since I can't leave the house, it's distressing to have to wait for the refund before I can place a new order or find ways to manage feeding my children in the meantime. I've rescheduled another delivery for July 1, hoping the refund will be processed in time, but the delay, especially for amounts over £17, is causing additional stress and financial strain as I might need to borrow money to cover the cost of reordering the missing items. This situation is putting undue pressure on me during an already difficult time.
Reported by GetHuman5007129 on lunedì 29 giugno 2020 11:47
I have been a loyal Asda customer for years and wanted to share my recent disappointing experience at the Harlow Store. On June 24th, I spent around £[redacted] on my weekly shopping, including 2 Asda whole chickens. One of the chickens I bought was dated for June 29th. However, when I went to cook it on June 27th, I found that it was green and inedible. After freezing the chicken overnight, I returned it to the store today. The customer service lady I spoke with seemed disinterested and only offered me a refund on a gift card without apologizing or suggesting a replacement. I raised my concerns about previous issues with chicken products, but she didn't address them. Her lack of concern and dismissive attitude left me feeling undervalued as a customer. This experience has made me rethink shopping at your store. I didn't seek a refund for personal gain but to highlight a recurring issue. It's disappointing to receive such poor customer service, especially considering my loyalty to Asda over the years.
Reported by GetHuman-balmainf on lunedì 29 giugno 2020 16:58
I have been consistently providing feedback about ongoing issues with my orders but have not seen any improvement. For example, when I order 2 packets of kippers, each containing 2-3 fillets, I keep receiving a substitute of one packet of smoked haddock with only 2 fillets. This causes a family member to go without breakfast. Additionally, the brand products you are selling are more expensive than your previous ones. You have also discontinued selling the basic vitamins that were affordable at £1, now offering a new range starting at £6. Due to these changes, I am forced to shop elsewhere for my essentials. As we are still in lockdown due to high-risk health concerns for my husband, and with no family nearby to assist, relying on public transport to shop is risky. The government's failure to include my husband's medical conditions on the high-risk list, despite the similar risk factors in recent fatalities, adds to our challenges.
Reported by GetHuman5033585 on lunedì 6 luglio 2020 13:29
I am writing to express my dissatisfaction with a recent Asda promotion I received. The promotion offered a chance to win a £[redacted] gift card by selecting boxes on the website. After winning the gift card and proceeding to the next page to claim my prize, I was redirected to a website promoting sexual services. This was shocking and highly inappropriate. I believe that a reputable company like Asda should not be associated with such content as it tarnishes their image and disappoints their customers. I urge Asda to investigate this matter thoroughly and provide an explanation for how this occurred. I eagerly await your prompt response to address this issue.
Reported by GetHuman-roisinau on giovedì 9 luglio 2020 22:23
Hi, I purchased wireless earbuds on 4/7/20. After following the setup instructions carefully and pairing them with my phone, I encountered an issue where one bud stopped working after 20 minutes while the other continued to play. I double-checked the charging instructions but found no mistakes. Despite recharging the faulty bud, it stopped working again after a short time. I would like to return the earbuds due to this issue, but I am uncertain about the process during the current Covid situation. Any guidance on how to proceed would be appreciated. Len Scott.
Reported by GetHuman-leniscot on venerdì 10 luglio 2020 13:05
Subject: Complaint About Scan & Go Service at Blackburn Asda I am writing to express my concerns regarding the recent scan and go service I received at Blackburn Asda. Upon completing my shopping on a Saturday morning, I encountered issues with faulty equipment and staff discrepancies, leading to significant time wastage. The staff informed me of a required quality check, causing delays due to limited available colleagues and malfunctioning scan and go app equipment. Despite having all items scanned, the system displayed discrepancies, resulting in confusion and a request to rescan my entire trolley, which was time-consuming and inconvenient. As a vulnerable customer, maintaining social distancing is crucial, and this experience fell short of the expected efficiency of the scan and go service. The conflicting advice from staff members further added to the frustration. My overall shopping time was more than doubled, and the purpose of the scan and go app, to streamline the shopping process and reduce contact time, was not achieved. I seek resolution and clarification on the persisting issues with the scan and go service at Blackburn Asda, as this experience was far from satisfactory.
Reported by GetHuman5079082 on sabato 18 luglio 2020 19:54
I have a cashback voucher amounting to £71-13p earned through my Asda Credit Card. Asda no longer runs the credit cards, and my voucher expires on 11/8/20. I want to use it for my Click and Collect Grocery order but am unsure how to enter it into my account without having to visit the store. I hope this issue can be resolved without losing the voucher value as a pensioner. My Asda Store is located in Longwell Green, Bristol. Thank you for your assistance. Sincerely, P. R.
Reported by GetHuman5101022 on sabato 25 luglio 2020 19:56
I have been attempting to reach CREATION regarding my credit card and refund vouchers to no avail. Their lack of response over the past two weeks despite numerous phone calls has been frustrating. I even sent an email on July 15, [redacted], which they have failed to respond to within their stated timeframe of 5 working days (now 9 working days). Their online platform has been unhelpful, providing errors and directing me to call customer service, where they do not respond and disconnect the call after 20 minutes. As the association was endorsed by ASDA and the vouchers are part of an ASDA promotion, I feel ASDA should take responsibility for this poor service. Even contacting ASDA's customer service for credit cards leads back to CREATION with the same outcome. I urge assistance in resolving this matter promptly without involving regulatory bodies. My ASDA Cashback Credit Card details are Card No. 5[redacted] 7[redacted], R. GATFORD, Expires 05/23. Thank you for any help you can provide in addressing this issue. -R. G., [redacted], [redacted], [redacted]
Reported by GetHuman5104230 on lunedì 27 luglio 2020 10:55
Dear Sir or Madam, Age UK has provided crucial support to over [redacted] seniors in our community during these challenging times. Our efforts, including shopping assistance, telephone befriending, and guidance services, have undoubtedly made a significant impact, potentially saving lives through these interventions. Many older individuals struggle to cook for themselves due to mobility issues, lack of dexterity, or simply feeling overwhelmed by the task. This often leads to poor nutrition, declining health, and various medical issues, ultimately affecting their quality of life. I am reaching out to inquire if you would consider donating or offering a discount on a small slow cooker. Our goal is to provide these cookers, along with one-pot recipes in a large-print booklet, on a biannual basis to seniors in need. Your contribution would be greatly appreciated by Age UK Barnsley and the older adults who would benefit from this assistance. Thank you for considering our request.
Reported by GetHuman5111442 on mercoledì 29 luglio 2020 09:37
I recently visited Asda Westbridgford on 29th July at 9:30 pm. As a regular Asda Hyson Green shopper, I opted for Westbridgford due to its 24-hour schedule during the pandemic. After spending £[redacted].86, I experienced a frustrating checkout process with only self-serve tills available. Being wheelchair-bound with a stoma bag, I urgently needed to use the closed toilets, causing major discomfort and inconvenience. I am deeply disappointed by the lack of accessibility and basic facilities in the store, especially considering my loyalty to Asda for over two decades. I hope that Asda addresses this issue to ensure all customers, regardless of their needs, can have a pleasant shopping experience. Regards, S khan
Reported by GetHuman-nazb_ on giovedì 30 luglio 2020 11:49
To whom it may concern, Following my phone conversation with Myraca on August 1, [redacted], I am writing to address my concerns. I received my delivery on July 31, [redacted], at 10 p.m., within the allotted 8-10 p.m. slot. However, the groceries were not stored properly. The ice lollies were melted, and items like Yorkshire puddings, waffles, and chicken dippers had begun to defrost. Dairy products like milk, almond milk, cheese, butter, grated cheese, and clotted cream were warm. Even the meats like chicken breasts, sausages, bacon, and gammon were warm and had to be discarded to avoid food poisoning. The fruits and salads were warm and not fresh, with the melon being rotten. Additionally, I received a cheaper dishwasher tablet as a substitution instead of the one I ordered for £5. Myraca has initiated a refund for some items, but I must express my disappointment with this experience. I am a regular customer at your Greenhithe branch and rely on delivery services. Unfortunately, this order was crucial as we are in quarantine after returning from a trip, and I had to discard most items due to improper storage. This has led to both financial loss and inconvenience, compelling me to use another grocery service at a premium for immediate needs. I eagerly await your response to address this matter promptly. Yours sincerely, Jacqui B. [redacted]
Reported by GetHuman5123503 on domenica 2 agosto 2020 11:31
I have noticed two pending charges on my bank statement for my order placed on 01/08/20 with the order number [redacted]2. The correct amount was charged for my last updated order. However, there is another pending amount from the order before any changes were made that is still affecting my available balance. This incorrect pending amount is causing my "amount available before pending" to be in debit. Can you please advise on how this incorrect pending charge can be removed to rectify the balance issue?
Reported by GetHuman5130690 on martedì 4 agosto 2020 16:46
I purchased a microwave in November, but it malfunctioned and I returned it to the store. They advised me that once it reached the warehouse, I would receive a refund. However, after waiting for a long time, I did not receive my refund. Customer service claimed that the item I returned was actually a toaster, not the microwave I had purchased. I have proof of purchasing the microwave on my bank statement, but the barcode does not match up. I feel frustrated as I am being accused of dishonesty. I had to buy a new microwave out of pocket. If this issue is not resolved, I will escalate it to the CEO, Roger Michael Burnley, and contact the trading standards authorities.
Reported by GetHuman-gtthomps on mercoledì 5 agosto 2020 15:07
We regularly do our son's weekly shopping through the click and collect service at Asda. Usually, it's quick and convenient. However, today we ran into issues as Asda had removed the machine for confirmation orders. It took us quite a while to get help as we weren't aware of the app requirement. After multiple attempts to get assistance, we had to wait for 50 minutes until someone explained the communication problem. This experience was frustrating, especially since there was a lack of staff available. We hope Asda can improve their click and collect process for smoother transactions in the future.
Reported by GetHuman5172161 on lunedì 17 agosto 2020 18:19
A few months ago, the Brighton Matina branch started stocking French-made part-baked bread, which became quite popular. However, replacing it with an inferior product from Holland has left me puzzled. While the Dutch option may be cheaper, it doesn't match the quality of the original French bread. I believe offering the Dutch product as a budget option is fine, but reintroducing the original, high-quality French bread is essential. Additionally, the frequent "Out of Stocks" issue at the Brighton branch warrants attention. Despite the COVID situation, the store often gives off a distressing vibe of a clearance sale due to numerous items being unavailable.
Reported by GetHuman5178448 on mercoledì 19 agosto 2020 13:30
I placed an order [redacted] and ensured all the offers were included. I verified the order using the website and selected 2x Blue Dragon Thai Sweet Chilli Sauce and 2x Heinz Morris's Tangy Sweet Chilli Sauce. However, upon delivery, I received only 1 of each item, with the Heinz sauce being substituted. This resulted in a financial loss as the offer was for 2 for £2. I have rechecked the order on the website, and it still shows the offer as complete. I kindly request a refund for these missing items. To improve future deliveries, consolidating substitutes in one crate would be beneficial. The scattered items made it challenging to verify, especially with limited time between work tasks. Furthermore, there was no delivery note provided, forcing me to use my phone for verification, which added to the inconvenience.
Reported by GetHuman5197435 on martedì 25 agosto 2020 15:53
My partner and I received a text message today regarding our order supposed to be delivered by Emma between 5-7. After calling Asda at 7:18 pm, they claimed the shopping was delivered, but nothing was at our doorstep. We called them back, and they denied delivering it. Despite being reassured a refund, we're upset that the delivery was supposedly left outside without notice, potentially leading to it being stolen. This is the first issue we've encountered despite being long-time customers. The order was placed online under Matthew S.'s account. We are frustrated and looking for a resolution regarding our missing delivery.
Reported by GetHuman5214089 on domenica 30 agosto 2020 19:26

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