Fed up with home delivery - absolutely hopeless!

We have been using home delivery for a year now since our daughter was born. We have a delivery once every couple of weeks between £100 to £150. We have had everything wrong from missed delivery slots, 4 hour delays, mouldy fruit (fit for the bin only) and the constant lack of stock of all the regular items. Today was the final straw, they 'apparently' had no bags of salad, cucumbers, cress, carrots, packs of mushrooms or celery - I bet if I walked into our local store they would have it on the shelf. We now need to go shopping again - I thought the idea of online shopping was that we did not need to go!?? Surely this is worse for the environment and this is now costing us more money as we are paying for delivery and now driving the 20 mile round trip to the store. A couple of the best substitutions were Prawn Crackers replaced for a bag of Skips - because we always have Skips with Chinese don't we?! The other was flat garlic bread replaced with a margarita pizza... again I did not really fancy a cheesy tomato pizza with my spaghetti...

Finally the customer services team appear to care even less about your problems and even when the 'manager' rings you back he sounds like he can't be bothered.

So ASDA - just to let you know we so we are now moving to try other home delivery service and taking our £3000 to £3500 spend a year to someone else who might do a better job.

terrible customer service team, will never use again

i ordered a clothing order online and tracked the order using the internet tools. asda sent me an email saying "great news your order will be delivered today" nothing arrived so i emailed them. the tracking page still said that the order was out for delivery. this then changed in the morning to say that they had delivered it yet i did not have the parcel. i rang the customer services dept and they could only look at the same tracking page that i could see but they could contact the delivery company. i had to basically order the customer service person to do this as she was not going to do anything! she called me back and said that she had spoken to the delivery company however the driver was not answering his phone and they would call me back again in 3 hrs. during the course of this conversation the girl inferred that i was a liar and that i actually had the parcel!! and that it was in the secure place you nominate at the point of ordering which i had already checked and already said the parcel was not there (so she had not listened). I did not get my phone call back in 3 hours. i called asda 6 hours later and spoke to another customer service person who was so brusk and rude. she refunded me £3 delivery charge and i said that i wanted to have feedback from asda about what they were going to do about the previous person being rude and the actual complaint i had made. this customer service person (lee) basically sighed down the phone and said well im sorry but thats all im going to do. i asked to speak to a manager and she said that they did not have one, that they self managed themselves. i said that i worked in retail and had done for 17years and that no company would not have a supervisor or manager. she then said that they were all in meetings and that she would pass on my number but could not say that they would call me. I asked her to repeat her name and also about the training that the customer service team receive before they deal with members of the public. she then put the phone down on me! i will never ever use george or asda again. they use hermes as a delivery service who are terrible.

Very pleased

After finding a duvet set I really liked, I ordered it and went for free click-and-collect instore. The whole process was very straightforward. And I would defiantly use the service again.

Convenient, perfect for students

I used Asda delivery when I was a student at Kingston University. With all the assignments and exams, I simply didn't have time to shop! I should say that Asda saved our lives :))) We would buy groceries for the flat and the time we had to spend was very little. Especially when the first purchase is made and it remembers your choices. In 1 month it would take us 10 minutes to order our weekly shopping and fill the fridge. I still use online grocery shopping but go to the actual shop from time to time to try and see something new.

they would not accept my discount card

they did not accept my discount card even tho i showed them the discount online and did not get good costumer service from monks cross ASDA

Failed to Delivery Grocery Order - No Explanation Given

I placed a grocery order for delivery by 8pm. It hadn't arrived by 8:30pm so I called to find out where it was. The person I spoke to said they would contact the store to find out. They then told me it would be delivered by 9pm. It still hadn't arrived by 10pm. I called again. I could hear regular, steady breathing but the person on the other end of the line did not speak. I suspect they were asleep. I hung up and called again. This time I was told that the store had added a note to the order at 5pm saying they weren't going to deliver it. I asked:

1. Why had the store decided not to deliver the order - the person I was speaking to didn't know.
2. Why the store had not called me at 5pm to tell me they weren't going to deliver the order - the person I was speaking to didn't know.
3. Why I had been told at 8:30pm that the order would be delivered by 9pm - the person did know. There was a note against the order saying that the first person I spoke to had been unable to contact the store. When call centre staff don't know when an order will be delivered they are told to tell customers that it will be no more than an hour late, because most late deliveries are no more than an hour late.

Later that night I lodged a complaint on Asda's website about the above, asking for a response by e-mail. To date, some 6.5 weeks later, I have not received a reply by e-mail. I did, however, receive a voice mail message the day after confirming that call centre staff are told to tell customers that late orders will be no more than an hour late if they don't know what's happened to the order, dismissing that aspect of my complaint as unjustified. The voice mail made no comment on the other points above.

Absolute Shambles!

After ordering a fridge and paying extra for quick delivery, waited in all day only for the order to not show up. After ringing customer services, which were fairly helpful and the one good thing that I can take from this experience, I was told that I would be refunded the delivery charge and that I would receive my order within the next couple of days. However after once again not receiving my order, I received an email telling me that my order had been returned and that I had been refunded. Confused, I contacted customer services once again and was informed that my item had not been in stock, however ASDA neglected to inform me of this until 2 days after the expected date of delivery. Will not be ordering from them again.

Very disappointing

Firstly, just want to say I wanted to put this review on the Asda Direct review page, but for some reason I keep getting re-directed to this one. Which is funny, cause the Asda Direct page has one star whereas this one has three......

Anyway, I ordered five pairs of school trousers for my daughter, then knowing I'd be out I arranged to have them delivered to my local Collect+ store. Firstly, Asda's chosen delivery company (Yodel) couldn't find the address (um, it's a confectioners in a High Street, not difficult) and then when I complained to Yodel they asked me to speak to Asda. I couldn't get through to them on the phone, it was constantly engaged, so had to send them an email requesting re-delivery. No-one bothered to reply to that email and instead I got a standard email from them informing me they'd received the trousers back and would refund me.

Then a couple of days later they sent me an email asking me to review my purchase on their website which I duly did. I have just received another email from them telling me my review has been refused as it contains inappropriate content. (I just wrote what I have written here, guess they only allow positive reviews on their site.....)

Anyway, in a nutshell, don't bother with Asda Direct. Do yourself a favour and go elsewhere.

Estelle Makinde found this review useful

Got there in the end!

Ordered washing machine, with Nominated Day delivery and fitted + old one taken away.

To our peril we let our child be in and sign for the collection/fitting. On our return the Washing Machine they fitted was the wrong model. But at least they did delivery on the day/time originally nominated.

Fitting was dire, the washing machine was not levelled at all and needed re-fitting by us.

Now, onto the wrong model... The said they would replace it with the right one, within a week and we could use the wrong one until then. So after 4 seperate confirmations that the re-placement was on schedule (all of them after us calling them to be sure), by 6:30pm on the delivery day and still no replacement I contacted them once more, this time to be told that it would NOT be delivered that day (suprise suprise!) and worse still they had no idea what was going on or when we would receive the correct replacement.

Matters will be escalated to head office apparently, but so far the situation is still not resolved.

We at least have a working machine until the matter is resolved, but we've had to fit it ourselves (twice!) and its the wrong colour model than we actually ordered.

So as the (original) title says, a Shambles, but no-one died, and we can wash clothes until it's sorted.

Update: After a lot of confusion, and being told they would replace the machine, 7 days after the original wrong model was delays, the replacement delivery day comes and no delivery happens. Contacted ASDA again, and be told it would be next day. Next day comes, and still no delivery!! Contact them again, and be told actual item we ordered is out of stock!!! They would "escilate" the matter. Didntt they do this the first time when they told me it was out of stock???

3 days later they contact me to say a new one is ready and will be delivered Friday, but Friday is no good for us and I paid extra for nominiated day...

So they go away and ring back an tell me Saturday (which is ok for us).

So then on Wednesday before delivery, they phone me and tell me delivery will be on FRIDAY.

I tell them, ok, just deliver the thing I will arrange to have it collected...

Then on Thursday before delivery, they phone me to tell me collection will be on Saturday...

So i tell them they already told me delivery would be Friday...

And here the situation becomes clear! Delivery of new machine Friday, collection of wrong machine Saturday!

To be fair, they have now delivered the right machine (we are currently in possession of both the right one and the old one!) after finding stock specially (web site still says out of stock), and they did deliver us something on the original delivery date, so we werent stuck.

And they did phone me back as they said and get it sorted out (eventually).

There's just big breakdown of communication between ASDA direct, and the delivery company and whoever actually has the stock (ASDA do not sell the item, they are 3rd party so it makes me wonder why they are called ASDA DIRECT?).

Also we've had to fit, unfit, refit, unfit and fit again the wachine machines(s), ourselves. Even though we paid for fitting originally!

Still though a MUCH BETTER experience than my previous attempt to buy a washing machine (through Ultimate Appliances), who basically robbed me of my money and I had to claim it back from the bank!

So would I recommend them? Over Ultimate Appliances definetely! Generally? probably! Even though it was a bit of chaos, we got what actually ordered just was hassle we didn't expect!

Dont expect to get what you order or to have it put right

I have had a few problems with ordering direct with ASDA. Firstly they have a habit of not having what you order in stock and send you often bizarre substitutes. Secondly, contacting their customer services is a frustrating nightmare. By email they never respond, by phone you sit waiting for someone to answer for hours. Id try Sainsbury's or almost anyone else

Smashing :D

Ive used george online a few times now and I love it! I love the choice you have online, the free store pick up is great too and if I cant make it to store the delivery cost is very reasonable! Asda always gets the job done!

shameful

as im writing this im waitin on asda getting back in touch with me again on wednesday did my online shop as usual to be delievered thursday imgaine my horror when i checked my online bank account to see instead of 39.00 being removed 162.00 had been lifted out of my bank account in all i have phone asda 5 times 4 to there call centre and 1 to the store my online shop came from twice i was hung up on 1 chuckled at me when i asked if asda would refund any bank charges i received as a result of them stealing my money dont even get me started on the local mananger ,,finally got hold of asdas ceo email .emailed them got a phone call saying my money would be returned that day and as a gesture of good will 9.02 would be taken off my bill this was yesterday and surprise surprise my money has still not be returned so another email to ceo ,this is not a case of cancelling an order or even getting charged twice for an amended order its because some lackey who works for asda failed to press clear once my shopping had been put through so was charged for some one elses shopping as well ,never in a million years did i expect this shocking customer service from asda and will never use them again x

Disgraceful, dreadful, disgusting

~Most despicable service in the UK

This company is the epitome of the word ‘disgrace’. Their customer service is beyond disgusting.

They have a front call Asda Flowers which you all may mistake for a florist; however they are a vile bunch of cowboys and frauds.

I ordered flowers for Mothers Day (how unusual!) but to make sure there were no problems I ordered them for delivery a day early. They did not show up and by the time I got in touch with them on Mothers Day, they said they had posted the flowers! Actually posted them, letterbox and all!

The service I received from their customer service team on Mothers Day was pathetic, there was no assistance provided and the phone operator could not care less about the issue.

However did not bother to use special delivery to ensure they arrived on time, no my mother received them 2 days late!

What on earth are they doing posting flowers? Why on earth would a client choose to receive limp, dead flowers in a bashed box? Why do they even offer this service? What possible use could it have?

When the flowers arrived, as you can imagine, they were in no fit state for a gift; brown, bashed and broken. They were an atrocious mess and not fit for display. A waste of hard earned cash.

My father was so shocked by the state of the flowers he drove to an Asda store. The shop would not replace the flowers or refund the money so my father left them at the store. The staff within the store were extremely rude to him. He has written a complaint also.

I have written a number of complaints and neither my father nor I have received a response from this dreadful organisation.

So, what do you all think?

1. You pay good money for a service
2. Receive a terrible product which is unusable
3. Try to return it for a reasonable replacement and are rebuffed
4. Complain via phone and receive no help from their staff
5. Are treated rudely in store
6. Complain via their customer service email team and are ignored, time and time and time again.

Do you want to spend your hard earned cash there?

Does your mum deserve better than this? I know mine does.

Sofie Louise and Estelle Makinde found this review useful

Great if you like grovelling meaningless apologies

Totally ineffective home delivery and customer "service " . Took my order online , didn't deliver or contact , 5 lengthy calls to South Africa later Asda still hold my now cancelled order on my cancelled but still active account as "delivered" and calling the store ended up back in South Africa .

Tip : Notify your card issuer should you share my misfortune , with their track record Asda might just attempt to extract a fraudulent payment

Appalling ASDA home delivery service

Frozen food not delivered. ASDA Could not be bothered to come out again to deliver it. Help Line took over 8 mins the first time, 10 mins the second time and well over 20 mins the third time to answer and the store refused to come on the call to discuss my problem. The Help Line said one thing and the store just ignored everything. Ref order number 18910347

dunfallinover found this review useful

Spózniają się z dostawą!

Generalnie osługa była nawet bardzo miła, ale niestety przesyłka doszła z 2 tygodniowym opóznieniem. Akuratnie strasznie zależało mi na czasie, wiec nie jestem zadowolona :/

dunfallinover found this review useful

Great service.

I shop with Asda frequently and I've never had a problem, delivery is always on time and the items are always fab.

Simple, Quick and Affordable

I ordered my weekly shopping online for the first time last week and was impressed with the service I received.

The menus on the website were easy to navigate and found I had completed my shop in no time at all.

Delivery came first thing in the morning and apart from a quick expiry date on some apples, I was thoroughly pleased with their efficient and prices.

Bad Delivery Service Shitty Link

I had no problems with Asda but they use City Link so parcel not delivered on time as usual.

dunfallinover found this review useful

The worst ever

I ordered a bed over Christmas for delivery whilst I was off work, 1/2 bed was delivered ripped. After 5 phone calls (the call centre is in South Africa) and it is very difficult to hear them, the second 1/2 was delivered again ripped. Another 4 phone calls and no refund. I now need to wait in for a 3rd time (this is still not arranged dispite another 3 phone calls)before they will offer a refund and my daughter continues to sleep on a mattress on the floor. They have offered me a £10 voucher for the poor service which I have refused as I will never use Asda Direct again and I would not advise anyone else to use it

dunfallinover found this review useful

Appalling - avoid.

A games console steering wheel was delivered on time but didn't work. Asda agreed to exchange it and collected it on 28th November 2012 (it is now 9th January, 2013). Since then - nothing. Their Customer Service website doesn't recognise the order and their phone line is never answered.

dunfallinover found this review useful

Crp company

Not good service

dunfallinover found this review useful

click and collect

i ordered stuff on click and collect in the sale at the same time as my sister, got an email saying my stuff would be ready to pick up on the 28th and would get a text, and true to its word i did, went down there collected my stuff the staff were polite no problems at all very happy with my order, but it;s just strange my sisters hasn't come through yet she still has not had an email or text

Good Products but frequently sold out

Ordered a dress and had to return it as the sizes were on small side but loved the dress so went to reorder but completely sold out and if you look at many dresses on the website they too are sold out.
So it doesn't matter how good the product is if you can't get hold of it.
Now Cinderella won't go to the ball over Christmas !

Estelle Makinde found this review useful

good products - shame about the dreadful delivery company Yodel

Ordered a sofa, had someone wait all day for the sofa at the times specified (12pm to 7pm). 7.45pm call comes through to say driver ran out of time, rebook for next week. Not the first time either. No way to call delivery company; on hold with Asda for an update for 30min. Paid £14.95 for a nominated day. If you need something on time by a certain time, go else where. Wasn't worth the hassle.

dunfallinover found this review useful

'We can't take it to your doorstep because you ain't CRB checked, love'

So whilst Tesco will wheel your shopping to your fridge door, Asda refused to leave the side of their van because of "'elf and safety". So I had to lug 8 carts of very heavy shopping by my lonesome to my flat which was a good 200m away, whilst the two delivery men waited at their van. Talk about chivalry...

Estelle Makinde found this review useful

Amazing and so simple to use

The site is so easy to navigate and the delivery men are always friendly and chatty, they take the time to explain the substitutes (if any) and make sure we are happy before they leave us. I really recommend Asda, Tesco quality has gone down in the last couple of years yet their prices have gone up and up, with Asda the quality is amazing and the prices are brilliant. A*

Web site takes mastering

Need to take out travel insurance but site was a little confusing.

very disappointing

have been a long time customer and have always never been given reason to complain but after using the self serve till for the first time last week I was made to feel like a criminal :( I did complain in store but it fell on deaf ear, never again !

Rubbish service

I ordered a Microwave to be delivered, paid by debit card. The mew oven came and it didnt work. I phoned Asda to be told that it would be collected tomorrow or the next day, I asked about my refund and was told that I would get it when the oven was at their depot, I wasnt too happy about that as they had debited my account instantly when I bought it,but I had no other choice.
The oven was collected 2 days later and I was informed it was at their depot the day after that. Nothing appeared in my bank so I phoned up to be told that the refund would take a minimum of 3 days due to 'the way the banking system works', when I said again that they took it from me straight away they could repay me straight away, it didnt happen.
What chance has one man got against a accounts dept run by someone who thinks they are a diety and can hang the phone up when they feel like it, annoyed? Yes I am.

dunfallinover found this review useful

Watch for overcharging!

Great service..good substitutes BUT always check final total adds up right on your receipt as mine has been wrong a couple of time now..and check right amount is taken from your card as I had £80 too much taken but Asda did refund it PLUS full cost of my shopping,,about £130 by way of an apology so I was very pleased! :)

Speedy as lightning!

We ordered an electrical item on a saturday night on a estimated 4-6 day delivery. It arrived on the following Monday - less than two days after ordering it and even got an e-mail stating that it was going to be delivered on that day.
The fastest delivery I've experienced.

only ordered once

Spent forever doing my online order of a full shop.. I've never done it again since. Website is laid out fine and easy to use,I just had parts of my shopping missing when it arrived. When I rang to see what was going on nobody seemed to know what had happened..but after waiting in all day I eventually had rest of my shopping appear. On a plus,the customer service spoke very politely to me although had no idea. The delivery driver was very apologetic and seemed like lovely person, I don't know who's fault it was but it was my first online shop and it just put me off placing order again. I may in the future at some point.

dunfallinover found this review useful

Cheap and good quality

We are going to ASDA once a week. I think ASDA has the best ratio quality/price.
Sometime we use also Tesco. Both of them are very good, Tesco is more expensive and the quality sometime (nut not all the time) just a little better.
I recommend ASDA.

Convenient service with occasional errors

I use ASDA about once a week for my groceries, overall a good service but some occasional issues have come up.

There are some times when my items are not in store and thus they are not able to give them to me, but I am never charged for them. There have also been several occasions when I was outright given the wrong item, for example I ordered a duvet set (which is nice to be able to do, next day delivery with my food!) but they gave me the wrong pattern altogether despite the order clearly stating the item type. I told the deliveryman this and he took the item back and I was given a refund.

Sometimes my food items are also incorrect, for example I ordered pizza dough and was given puff pastry. They do allow you to choose a 'substitution' option (where they will give a similar item if the one you picked is not in store) but I want the brand I pick so I never really use it.

The people that deliver items have all been very nice, the first time I used the service the deliveryman was kind enough to explain the details of the service to me. Even when items are incorrect and I explain it to them they take the time to inquire further into it (what did you ask for? Did it look similar?) and are very polite about it.

I will continue using ASDA for food items and for other goods on a regular basis. The delivery fee is very fair, I would pay a similar amount to take the bus to ASDA and back and have to lug things on my own. Well worth the price of 3 pounds to deliver all my food needs within a two hour window of my choice! I will warn you to be mindful though about baked goods, I am often given food items that are due to expire that day or the next day.

Overrated Products.

I'd been buying off the so called 'meat retailer of the year' for about 7 months, spending £30 on meat a time. I'd store the meat as instructed in a fridge/freezer that works perfectly fine, only to find the beef sour smelling and browning every time, no matter how fast I used it. The chicken is always fatty and bloody. The bacon shrinks by about 3 times in size once cooked. This resulted in me throwing out more than half of the meat every week. Money is already tight without wasting money not only that buy we were having to go without meat in our meals. I suffer with anxiety and can't make it out the house frequently. Therefore we couldn't return the meat. I've since stopped using Asda all together. The worst meat retailer of the year by my experience.

dunfallinover found this review useful

Loved it

They always deliver on time!

Better Than Tesco

Generally better prices, better customer service and more helpful attitude than some other supermarkets. No points cards though which is the only small gripe I have.

hahahahaha

Asda products are not all that great and believe me when I say this!! AT LEAST 99% OF THEIR STAFF DON;T EVEN KNOW WHAT THEY SELL OR WHERE THE PRODUCTS ARE PLACED.

What a joke! I think they are trained this way so that you can walk more around their supermarket whilst looking for the product you need AND be tempted to buy more (even though you don't need it!)

dunfallinover found this review useful

bunch of idiots

I ordered for Honey mustard sauce - got honey mustard salad dressing. Ordered for Eggs - Never arrived and at one of the instances, got them delivered damaged. called them and no fix. didnt bother to follow up as these things arent very expensive but come-on Walmart, you could do better. I now Shop at Tesco and Sainsbury. Works out to be better!

dunfallinover found this review useful