Asda Customer Service Issues

Archive 10

The following are issues that customers reported to GetHuman about Asda customer service, archive #10. It includes a selection of 20 issue(s) reported September 9, 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 last week on the 4th of September for some towels. I was informed that I couldn't collect the order from the store and it would be delivered. Yodel sent me an email on Monday stating that the delivery was scheduled for the 7th of September. At 7 pm that night, I was informed that the driver couldn't locate the delivery address. I then contacted Yodel to explain that the delivery address was my workplace with operating hours from 7 am to 3:30 pm. Despite multiple attempts to inform Yodel of the delivery hours, I was told that the order was already on the van for delivery and couldn't advise the driver on the hours. I received a message yesterday stating that they couldn't access the delivery address after 3:30 pm. I understand that the delivery can go up to 9 pm, but I'm concerned that I may never receive my order if delivery attempts continue after 3:30 pm. My order number is [redacted]1. I really just want my delivery and would appreciate any assistance in ensuring it reaches me.
Reported by GetHuman5245192 on mercredi 9 septembre 2020 08:50
Hello, I placed an order for towels with Asda last week. Initially, I was told I could only have a delivery instead of collecting from the store. Yodel informed me the delivery would be on Monday, but on the day, the driver couldn't find my address. Despite me explaining my work hours and past successful deliveries to my workplace until *.*0 PM, the following day, they told me the order was already on the van and couldn't adjust the delivery schedule. After being unable to access my workplace after closing hours, I'm concerned I won't receive my order if they continue attempting deliveries after *.*0 PM. My order number is ********. I simply want my delivery and would appreciate it if Asda could contact Yodel to schedule the delivery within my work hours of 7 AM to 3.30 PM. Thank you for any assistance you can provide.
Reported by GetHuman5245192 on mercredi 9 septembre 2020 09:02
I recently bought bath mats from your website and was initially pleased with them. However, after washing them, all the bits of material from the mats came out in the washing machine, leaving pieces all over the drum. I am concerned that this happened and hope it won't cause any issues with my machine. I followed the washing instructions, so I believe this shouldn't have occurred. If further problems arise, I may have to seek compensation for any repairs needed. I hope you can assist with this matter. Thank you.
Reported by GetHuman5245694 on mercredi 9 septembre 2020 13:24
I recently visited your Motherwell store and unfortunately, I felt quite unsafe during my shopping trip. My husband is in the shielding group for Covid, and I was dismayed by the lack of safety measures in place. Some staff were not wearing their face masks properly, there was no control over the number of customers in the store, and social distancing was not being enforced due to the high volume of people shopping. I checked your website for information on vulnerable customer hours, but it seems outdated as it still mentions specific days for this service even though the store is now open 24 hours. While I can opt to shop elsewhere, there are elderly and vulnerable customers who may not have that choice and your store should prioritize their safety.
Reported by GetHuman5282305 on dimanche 20 septembre 2020 07:32
Dear Asda, Order Number: [redacted]0 I wanted to express why we appreciate Asda. The products are great quality with good value, excellent service, a wide variety, and fantastic prices. We recently decided to try ordering from you again after switching to a competitor due to past issues. Although your online service is convenient with a user-friendly website and reliable deliveries, we continue to face the same challenge regarding chilled products. Despite understanding the need to sell products with shorter expiration dates first, it is impractical for us to consume all the chilled items within a few days as there are only two of us at home. Receiving mainly short-coded products causes disruptions such as having to find alternative meals, giving away items to neighbors, feeding them to our dog, disposing of expired goods, and ultimately incurring additional expenses. Please remind your staff to exercise more discretion when fulfilling large orders to prevent such inconveniences. This ongoing issue overshadows all the positive aspects of your service. It would be greatly appreciated if this matter could be addressed promptly. Kind regards, Robert Carroll
Reported by GetHuman5282357 on dimanche 20 septembre 2020 08:15
Hello, my delivery pass has expired, and I'm looking to renew it. I haven't been able to do it through the website or the app. I missed the messages reminding me about the expiration on the app, but when I logged into the website today, I saw them, though it was too late. Unfortunately, my 1-year-old daughter, who is disabled, was hospitalized until earlier this week. I urgently need to reinstate our delivery pass and recurring slot to continue shopping with ASDA every week. Due to my daughter's disability, shopping during the pandemic has been challenging, but your service has been a lifeline for us. I'd greatly appreciate any assistance with this matter. Thank you, Lorna.
Reported by GetHuman5282481 on dimanche 20 septembre 2020 09:56
I received a delivery today around 12 pm on 23/9/20, and unfortunately, all my food shopping arrived wet due to the rain. I had requested carrier bags, but none were provided. This resulted in a bag of sugar, a large 6 pack of Yorkshire puddings, an open box of Surf washing powder, a pack of 4 baked beans, and a bag of porridge getting wet and damaged. The chicken I purchased for Sunday dinner only has a two-day expiry date, meaning it needs to be eaten by Friday. The custard donuts also have a short expiration date. Spending nearly £[redacted] on wet and damaged items with short expiry dates as a regular customer is disappointing. The lack of carrier bags made unloading the items difficult, especially with a weak hand tendon. A few carrier bags would have prevented the items from getting wet and made unloading easier. I had to use half of the kitchen roll I ordered to dry the wet food items, which is not up to the expected standard of customer service from a reputable supermarket like Asda.
Reported by GetHuman-maltresa on mercredi 23 septembre 2020 15:11
I am concerned about the requirement for customers to wear masks at Asda stores. According to the Equality Act [redacted], it is considered discriminatory to challenge individuals who are not wearing masks, as some disabilities may not be visible. Asda and its staff could face fines and compensation claims under sections [redacted] and [redacted] of the Equality Act for discriminating against those not wearing masks. I am also curious about Asda's policy on mandating staff to wear masks and requiring proof of exemption for medical reasons. It's important to note that this is based on government guidelines, not a legal requirement. I eagerly await your response to address these issues. Best regards, S. Rule
Reported by GetHuman5296217 on jeudi 24 septembre 2020 13:56
I recently received a £5 voucher via email for booking a click and collect slot, which I successfully did. After picking up my order yesterday, I was disappointed to see that the voucher was not applied. It was challenging to reach someone through your phone line, and the person I spoke with had a strong accent, making it hard to understand. I felt as though she thought I was running a scam or not telling the truth. As a loyal customer who has used your click and collect service frequently during the pandemic, I believed this voucher was a gesture of appreciation. I would appreciate clarification on this matter, as I am certain the voucher is genuine. Order no. [redacted]9 Voucher no. N423FEJ5TDG7MC Thank you
Reported by GetHuman-jencrag on vendredi 25 septembre 2020 13:58
I have encountered repeated issues with poorly packed items during online shopping deliveries. Crisps were crushed by heavy tins placed on top, water bottle packs arrived with bent tops, and even tomato paste tins were dented. The most recent delivery included a severely damaged Creme Caramel carton with a large hole and four water bottles that appeared to have been either stacked with a heavy item on top or dropped, causing damage to the tops. Despite attempts to contact the Asda Helpline and local store, no response was received, which is wholly unacceptable. I am a shielding individual and rely on these deliveries, but the current state of items is not satisfactory. I urge for a resolution to prevent further messy deliveries and correct these issues promptly.
Reported by GetHuman-wufflets on samedi 26 septembre 2020 10:04
Hello, I recently received an email regarding a potential collaboration opportunity. I wanted to verify if this correspondence was legitimately from ASDA or if it might be a scam. Thank you. Dear Paolo, I hope this message finds you well and safe. We have received your email with an offer and appreciate it. Allow me to introduce our company briefly. Asda is the UK's second-largest supermarket chain offering a wide range of products including summer and gardening items, home goods, furniture, electronics, toys, baby products, groceries, pet supplies, stationery, DIY products, gifts, health and beauty items, clothing, footwear, and winter essentials. We are specifically interested in some of your products for potential resale in our 50 largest stores. Could you supply us with these products in large quantities? We typically work with new suppliers to ensure product quality and offer a 14-day credit term for payments after delivery. Our standard procedure involves suppliers verifying our creditworthiness and establishing a credit amount for transactions, ensuring a smooth collaboration. We value transparency in our agreements, starting with defining the credit terms. Upon your approval, we will provide our financial information for assessment to determine the credit amount. We aim to establish a long-term partnership for mutual benefit. Looking forward to your response. Best regards, David Simmons Senior Buying Manager Asda Stores Limited
Reported by GetHuman-eccellen on dimanche 27 septembre 2020 07:09
Order Number: [redacted]9 I placed this order on Saturday, September 26th, for 6 bottles of 19 Crimes wine and added an extra bottle to meet the delivery minimum. The delivery was scheduled for September 30th. Despite ordering in good faith with items displaying as in stock, there has been an issue. The order was confirmed, but this morning it was packed without the 19 Crimes Banished, which is now out of stock. This is frustrating as we will now pay extra delivery for just one bottle. It's disappointing when online orders cannot be fulfilled as promised. I hope to receive the missing item promptly to resolve this inconvenience.
Reported by GetHuman-jezmelro on mercredi 30 septembre 2020 11:19
I previously contacted you regarding Asda's cancellation of my orders. My recurring slot for delivery on Thursday, October 1st, was canceled due to payment processing issues. The rescheduled delivery for today, October 4th, has now been canceled for the same reason. The order number they provided is [redacted]3. Despite confirming with my bank and Visa debit card supplier that payment should go through, Asda is unable to process it. This situation has caused extreme stress and anxiety for us as elderly, vulnerable, and housebound individuals. I have spent valuable time calling Asda, enduring long hours on hold. Kindly inform me promptly about Asda's payment processing issue. If unresolved, I will reach out to their head office.
Reported by GetHuman4627904 on dimanche 4 octobre 2020 07:56
I have attempted to contact via phone, but there is no suitable option for my complaint. As the County Councillor for Thurmaston Ridgemere district, I have reached out to the front-end manager of the Asda store in Thurmaston multiple times, along with the customer service desk. On my last interaction with Paul Walters on the 15th of September, I provided him with photos and detailed descriptions of the locations where over a dozen Asda trolleys were left. Although some have been retrieved, many still remain in less conspicuous areas, leading residents to retrieve them from roadsides, making them vulnerable to anti-social behavior. The issue of trolleys leaving the store premises has worsened, with instances of school children riding and abandoning them downhill. As a councillor, it is concerning that I have to personally follow up with store managers to address this issue. I believe there is a designated company responsible for trolley collection, so I urge Asda to implement a more effective system to retrieve them promptly. Some trolleys have become overgrown with grass and nettles due to prolonged abandonment.
Reported by GetHuman5346824 on jeudi 8 octobre 2020 16:26
Subject: Issue with Order - Ref: [redacted] Dear Customer Service, I am reaching out regarding my recent order with the reference number [redacted]. On Saturday around 8:15 a.m., I picked up my order only to discover that all the chilled items were missing as they were not loaded onto the trolley. Despite attempting to contact the store, I faced challenges due to high demand. Following a call to Customer Service, I had to list the missing items before being connected to the store - only to be abruptly disconnected. After a subsequent call, the store confirmed the items were still in their fridge. I returned to collect them later that morning. The store representative mentioned compensating me with an eVoucher, which I have yet to receive. Despite submitting feedback to Customer Services, I am yet to hear back. Your prompt attention to this matter would be greatly appreciated. Thank you.
Reported by GetHuman-timwalke on mardi 13 octobre 2020 15:29
I am writing on behalf of a client who has hidden disabilities and has encountered difficulties with delivery drivers who refuse to deliver to her property. While I understand your delivery policy states deliveries are to the main door, it was previously agreed with the store that due to her disabilities, the delivery would be made to the property door, as indicated on online orders. Despite this, the drivers continue to request my client to come downstairs, which is not feasible or appropriate given her condition. This situation is making my client uncomfortable as her disabilities are not immediately visible. Additionally, my client is responsible for caring for her younger sister with severe learning disabilities who cannot be left alone for even a short period due to the risk of seizures. If there is no resolution to this issue, we may need to seek an alternative supplier. I am willing to provide my contact information for further communication and will work closely with my client to minimize any distress to her mental health. Thank you for your cooperation in addressing this matter. Kieron C.
Reported by GetHuman-kieroncl on dimanche 18 octobre 2020 15:32
My name is Mr. Anthony Davies, and I recently received an order from Swansea Asda with order number [redacted]3. I reside on the first floor of a four-flat building with a communal entrance. As a registered disabled individual with lower back issues and recipient of a disability allowance, I was disappointed when the delivery driver left my groceries outside near the security door instead of bringing them to my actual front door. Despite previous positive experiences, this recent incident has left me feeling frustrated. If Asda continues to mistreat disabled customers like myself with limited mobility, I may have to reconsider using your delivery service in the future and will not recommend it to others. Thank you, Anthony Davies
Reported by GetHuman5382203 on lundi 19 octobre 2020 16:16
I am currently seeking information about my late husband's death benefits and sharesave from his employer. Despite a few emails from his line manager, I have yet to hear anything from human resources. Fortunately, his colleagues have been supportive during this difficult time. They have shown their condolences through flowers, cards, and their presence at the funeral, despite covid restrictions preventing them from attending in person. It's disappointing that Asda, as a company, has not reached out to offer support or guidance as they are supposed to according to their own policy of contacting families within one to two weeks of a death. I hope that other families in similar situations have not faced the same lack of communication from Asda.
Reported by GetHuman-sianegbu on jeudi 29 octobre 2020 04:03
Is it socially responsible to sell fireworks, particularly in Wales where limited essential items should be available? In our small town of Caldicot, the nightly sounds resemble a war zone due to the fireworks sold at your store, Asda. Following Sainsburys' example of ceasing firework sales at their 2,[redacted] branches would be commendable. If you persist in selling them, I urge you to ensure the store management monitors the sales more strictly. The Welsh Government permits fireworks sales only when part of a larger shopping trip, not as single purchases due to lockdown restrictions. Remember, "People need a reasonable excuse to leave home - buying fireworks is not a reasonable excuse." Your prompt response is awaited. Best, Keith M.
Reported by GetHuman-bristolu on dimanche 1 novembre 2020 17:38
Order: [redacted]3 - Refund Request Issue I recently used your click and collect service for the first time. Upon arrival, the app did not show that my order was ready for pickup. However, after entering the order number, I was able to collect the items. Unfortunately, the app still indicated the goods were being processed, preventing me from requesting a refund for the Coors Light product. A colleague advised against leaving the items in the locker and suggested waiting for the app to update before requesting a refund. The colleague mentioned that there are cameras on the lockers that can confirm the situation.
Reported by GetHuman5424926 on lundi 2 novembre 2020 11:52

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