I work for Asda, but have to say that the South African call centre is usless, the staff are rude and unhelpful. The website has the usual Asda good offers, but if things go wrong they really don't care.
Firstly, I bought the wrong product, they did not have a cancel order button so I sent a frantic email telling them to cancel the order. They did not reply however, until the order was dispatched so I couldn't send it back. It arrived and I receive constant emails and phone calls from Asda now asking if everything was alright? They didn't have this bombardment when I needed them to cancel the order. I tried to return item by pressing return item to store on the internet. The return note wouldn't print so I tried to print it off later, for me not being able to access it. Went to ring customer services, it turned into a arguement with the customer services lady who kept telling me I was wrong. I feel like this is such a poor experience for what should be a great company. I will never be purchasing from them again. I will stick with Tesco
Having read all the negative reviews here (after I had placed my order), I had low expectations. However, it turned up on time (actually a little earlier), everything was present and correct and all my items had at least 48 hours to run, many much longer. The delivery driver's manner was acceptable and loading stress free. The online shopping process was also much faster than Tesco, and items were bagged and sorted in a more logical order. My only concerns are what others have written here - missing items and a foreign call centre. Maybe I will revise my review in future as that doesn't sound pleasant - I don't want to spend long periods on the phone as time saving is one reason I shop online. However, full marks so far.
UPDATE: I have since (perhaps inevitably?) had an order with a missing item. To my surprise this took just 2 minutes - maybe I was just lucky or they have improved the service relative to some of the other reviews here. They ask for your order number then the numbers of the missing products, and a refund will hit your account, simple. Perhaps if you phone up without these numbers ready and being all angry at the poor operator on the other end things are more difficult. That said, I would prefer if nothing was missing at all, but inevitably I guess this is a risk with most grocery shopping (indeed, it's been known to happens when I do the shopping in store myself!).
UPDATE2: One thing I don't like is that the amount you are charged is based on the delivery day. This seems a bit silly to me, and tight-fisted. One example is I took advantage of a special deal on Listerine and bought 4 bottles at £2 each instead of £4.40 - quite a saving! But come delivery day they had gone back up to full price, and I was charged full price, quite a big bill. This is unacceptable and rather mean in my mind, hence I've docked one star. The website explains that this is normal and some of the offers are only daily deals, but since the time between ordering and delivery can be several days it makes no sense. Hopefully they will revise their thinking, it's easily the worst aspect of the service.
Today I went to my local ASDA in the South West, to pick up some make up. I found that 25-30% of the shelves in the beauty department were not stocked, and that I had to ask a member of staff to find me something in the stock room. Don't get me wrong, I understand if a items did not arrive in a delivery, and I accept that it may not be the store's fault. However, I soon found out that my item was in stock, but nobody bothered to put it out on shelves! Furthermore, I had to look for around 5 minutes for somebody to speak to about this, despite of this store having a lot of staff (where 2/3 of them are from the local UWE university and colleges) .
The WORST part came when I went to the tills, and the young woman scanned it to be 5.50. I told her that one item was reduced from 1.50 to 1 pound, and the other was reduced from 4 to 3. I don't want to sound cheap.. but a reduction is a reduction! She refuses to believe me, but after I tell her again she calls over another member of staff who then goes off to the other side of the store for around 5 minutes and gets the price for ONE of the items (of course, I was right about it being 3, not 4 pounds). So the cashier scans it, and the total is 4.50. I told her, this item was also reduced... (by the time the other woman rushed off I couldn't have shouted at her to remind her that the other one is too).. The people behind me in the queue were very annoyed at the situation that should not have taken place, as the make up items were CLEARLY marked on the shelves to be reduced. BUT, I ended up being the one that looked stupid in front of everybody, and had the cashier roll her eyes at me and be very sarcastic with me, implying that I am a ridiculous being..
I said thank you and sorry when she scanned it, and left with a bit of mixed feelings...
Had an home shopping order delivered with several items missing; they were unable to deliver that evening so they eventually delivered the next day. However, on taking delivery the plastic bags and all the items inside (including bars of chocolate) smelt of cigarette smoke. We phoned - no response. Finally seething we took the items back to our local store and dumped them there saying we didn't want them in the house as they stunk! Even one of the assistants smelt them and agreed. 2 months later emails and letters no satisfactory explanation as to how this could happen and no refund of the goods. Really don't know how the goods could have smelt but as we said the assistant smelt them and agreed with us.
2 years ago i started shopping at asda online as im sick and dont get out of house I had an asda card and paid my bills promptly then i noticed they billed me for an extra grocery shop and kept my 101 pounds then they started sending me debt letters i phoned and emailed they told me on phone it was their mistake and i owned them nothing the next month another debt letter arrived amount going up all the time so i emailed them several times they sent me an apology letter as i owe them nothing i thought tis was the end of it BUT NO 2 years on im being hounded by letters and phone calls from debt agencies they sold my debt to im very ill and very stressed and they never gave me back the 101 pounds they stole Ialso cannot get credit because of this.Ive never been in debt in my life.
I went into my local store last night (Hull 24 hour) to get a birthday present for my mum. Having selected a Baylis & Harding gift set, clearly priced on the shelf at £10 (and in more than one location), I took it to the self service check out. However when I scanned the item in it came up at £18! I attempted to void it, cue usual beeping and irritating screens, when an assistant did arrive I said 'I thought this was £10?' she didn't offer to check or go look for herself, but just repeated 'you thought it was £10' as though I was speaking in a foreign language and then proceeded to stand next to me while I paid for the rest of my shopping as though I was trying to pull a fast one. I promptly left and drove to Tesco where I found a nicer gift set at £1 cheaper. Thanks Asda!
Booked and paid for my asda home delivery for my weekly food shop, had 6 good deliveries and then this nightmare of a Friday night. Booked the 7-9 pm slot so we got it after we both finished work as always. 10 pm came and went and we still had no food, at 10:30 pm my boyfriend gave up and rang the customer support number, soon found out that we were in for a night of being passed from pillar to post. One woman told us they couldn't do anything because of technical difficulties, so we tried ringing the local asda store who told us the driver was taken sick and we'd get a call back ASAP. Nothing! We drove to the shop and asked for the store manager to discuss it face to face. Again we were fobbed off, we asked if we could cancel the home delivery and just take our shopping from the shop as we were there but the manager said that we couldn't do that because they didn't have this and that. Non sensical if you ask me! The manager told us we would get a phone call first thing to rearrange delivery. Needless to say we had no such phone call. 4:30 pm on the Saturday we started again to get an honest answer from asda. They told us yet again at the customer helpline that they were unable to do anything. So ringing the Farnborough store again we were passed to the managers office, after ten minutes of ringing my BF gave up. He rang the store again and told the woman who answered that he refused to be passed to another phone, suggesting she go and find the manager and bring them back to the phone to talk to him. She did this and he spoke to the groceries manager who proceeded to waffle on about how it wasn't there fault and they could offer us a £10 voucher to be used in their store. My BF told them this was not enough, asking for a refund of the delivery charge and free delivery for the remainder of the month at least and for them to honour our order and give us our food today. No success, no food, no refund! Unfortunately after being passed around for two days we have given up on asda.
I have become increasingly frustrated with Asda customer services, with regard to Grocery delivery in particular. Despite several attempts I found no resolution, was hung up on, and when I formally complained my email was replied to with generic claptrap which did not address the matter at all. Disgraceful.
I have shopped at my Folkestone store since the day it opened and found that everything i wanted was there including very helpful staff i go early morning as i am elderly at least 5 times a week to avoid crowds, but i am not happy about the new self service tills which have now been installed. I am told by the staff that the cashier tills are only available from 10am,i am now having to handle my goods three times before they reach my bags,sorry ASDA but you have lost a valued customer
the delivery service of ASDA is absolutely disgusting and not only will i never use them again... after the way their customer service dealt with me and with the complaint , i will never shop in their store either Out of the 27 items ordered , just 9 of them were correct , the rest were substituted for totally different flavours !!! I sent the whole delivery back and phone 'customer services' ( a call centre in south africa by the sounds of it ) who said they would look into it and call me back in 2 hours ... this call never came I then called 'customer services ' the following morning who again said they would get me called back by 10am .... this call never came I then called them AGAIN to find out if it would be re delivered and they said that a case manger would call me back in two hours surprisingly this call did happen and the case ,manager would find out if it is being redelivered and call me back .... this call never happened and my son is waiting desperately for the goods so i called them yet again to speak to this case manager and to my utter disbelief they said that they would e mail them and they would call me back in two hours !!!! This service is a shambles but what is ten times worse is their customer service totally unbelievable and I would warn anyone trying or thinking of trying it .. not to bother . The amount of time i have spent trying to chase this up i could have physically gone to the shop and bought it ten times over I now have the pleasant job of trying to get a full refund for the whole order as i sent the whole thing back !!! I am just absolutely flabbergasted that they are not looking to look after potential customers in this economic climate !!! DO NOT ATTEMPT TO USE !!!!!! Just a follow up on the above .. I have now got so frustrated waiting for calls that never happen , I will order it from one of their competitors (goodbye ASDA) and so I called the so called customer services again to get an address to write in a complaint , as nobody seems to care over the phone , and can not believe that their operative has now told me that she does not have an address OR e mail address INCREDIBLE WASTE OF TIME !!!!!!!!!!!!!!!
they don't deserve not even 1 star...Customer service it's a joke!!! I order it 5 case of 1.5 l of Buxton and some coffee,the driver bring it 5 case of 0.500l,I refuse the order,I told the driver if can be swap and that stupid cancel my order!asda online????it's a joke!!don't use it!!!
Driver came 10 minutes before earliest time due, and lied on the 'sorry we missed you' note that he left, despite being seen by several neighbors!! And as for the problems trying to get it sorted out....sheesh, 2 hours out of my life gone forever.....and still no shopping!! Never again. Avoid like the plague unless you like chatting endlessly to faceless customer service drones in South Africa. :-(
I ordered from asda for the first time to be deliver today (28/01) shopping was delivered within time frame but upon putting it away I realised they had not delivered my frozen items I tried to contact the number provided the woman who answered couldn't understand me very well she then could not find record of my delivery she kept checking spellings of my name address etc I was getting very frustrated,sounded like the call centre was in a different county!in the end the line just went dead she had given up. After about 15mins my phone rang was someone calling on behalf of the driver he had realised the mistake and would deliver my forgotten items within the hour,was very apologetic and helpful I don't know why they can't just give customers this number to call with queries I assume was the local depot in my area,all in all a good service from delivery driver genuine mistake very polite however the call centre needs to be reviewed very poor service!
I am thoroughly dissatisfied with your delivery service, I was meant to have a delivery between 9-11 Monday 27th jan, never came I phoned your customer service line 5 times to find out where it was to be told someone would phone me back, I'm still waiting for the phone call now the next day at 10, my shopping has now been delivered came around 8.30 TODAY a whole day LATE. I got the store number from the delivery driver, so phoned the store for that person to have the cheek to tell me they had tried delivery & I wasn't in, I can assure u they did NOT try delivering I was in all day & if they did try delivering y was a card not put through my door?? Because it never happened that's y. I phoned up to get answers as to why my delivery came over 24 hours late & got told it was my fault, what a joke, not to mention the 5 times I called your customer service line who were no help to me what so ever, I will certainly think twice before ever shopping with Asda again as your customer service is atrocious I have never experienced anything quite like it. People have there shopping delivered for a reason for convinience & at a time that they need it what good it it to me 24 hours late. I know I won't be getting a reply to this as I have already experienced your terrible customer service but at least I have got it of my chest, many thanks Joanne price, a very angry customer. I will not be leaving my number as like I said I have spoke to you many times & your about as much help as a wet blanket.
JUST FOR THOSE OF YOU WOULD ARE THINKING TO SHOP WITH ASDA I.E (ATROCIOUS SERVICE DEFINITELY ACHIEVED) IS IT WHAT THAT STANDS FOR PLEASE SAVE YOUR MONEY AND JUST GO ELSEWHERE. THE SERVICE YOU WILL GET IS OUT OF THIS WORLD YEA ONE YOU WOULD NEVER EXPECT RUDE ADVISERS POOR COMMUNICATION OH WAIT THEY DON'T HAVE COMMUNICATION SKILLS ! I HAVE MADE SO MANY COMPLAINTS AND NOW MY DELIVERY PASS IS REFUNDED I DO NOT EVEN WANT TO WALK INTO THE STORES THE DELIVERY DRIVERS WILL TEXT YOU SAYING THAT THEY CANNOT FIND YOUR ADDRESS AT THE TIME YOUR SLOT IS UP (NO PHONE CALLS) SAYING TO RE-ARRANGE NOW TELL ME WHAT IS THE PURPOSE OF HAVING A MOBILE WHICH THE COMPANY GIVES AND USE IT TO SEND A MESSAGE AND NOT CALL? BELIEVE ME I COULD GO ON FOREVER SAVE YOUR MONEY AND TIME AND SANITY AND DO NOT SHOP WITH THESE PEOPLE.
I have used Asda for long time and apart from a couple of occasion when they have delivered the wrong shopping they have been ok. A couple of weeks ago we ordered our shopping to be delivered on a Saturday night which was about the only time we would be at home due to work commitments and my wife's mother being very I'll. Time past and no sign of our shopping so I rang them and asked where it was. The woman replied we text you this morning to say we were having problems taking my card payment. First of all there had been no text or call from Asda, I then decided to check the order and after a while could see that my wife when putting the order in had used her old card and not an upto date one. We do take some responsibility for this and know my wife had a lot on her plate a mistake anyone could make. I rang them back asking why they never contacted us so we could have paid by the correct card. They were very unhelpful and told me it could be delivered in the middle of the week. I then made a complaint by email and asked for my 15 pound delivery charge to be returned as I would not use them again. I was told I could not have it back as it was not allowed. I understand that it was our fault but surely if they had text me we could have sorted and we would not of had to go shopping on Monday in time we didn't have. There customer services team are unhelpful and couldn't care less if you shop with them or not. We will now be using one of the other supermarkets to deliver our food and it seems I have lost my 15 pound.
My 1st online order for my Groceries, was 35 minutes late. No call or text to say why (unlike Tesco, Ocado, Sainsburys) So I called Customer Services at 5 minutes after my slot 1905hrs, I spoke with what seemed like a foreign call centre. Was advised someone would call me back! No! So chased at 9pm, still no call back by the morning so called again, no call back, so called again, no call back, and again, and guess what....still no call back! CRAP! So I emailed, I have just paid for a 3 month delivery pass which I will ask for the money back. Yes you can have your money back but you will have to pay for the delivery today even though I have been put through this awful experience. NEVER again will I use Asda. Be warned!
All I can say is .... Please, please do not order your groceries online from this company. I am currently off work since Sunday with a chest infection. I decided to order my supermarket shop online as I have absolutely no energy to drive, my husband was away with work and I have two teenagers at home. Simple I thought but oh dear what a mistake. The order came on time weather was bad so delivery man through the items in my kitchen, some bags were split so the goods were all over the basket. He dashed off.... I took a look and thought not a lot here for £85.00!!! I started ticking off the items and found thirteen items missing. I rang the helpline (in another country)!! Very polite person said they would inform the distribution centre Leeds who would contact me to deliver the missing items. To cut a long story short I rang again the same evening, twice the following day and finally again today. Still no call from asda or any missing items have appeared. I leave it that I am being refunded for the missing items I will wait with baited breath!!!!! I find it incredible that you can order items for delivery the next day but three days on I do not have my missing shopping or the courtesy of a call back. I am very fortunate that there is Morrisons, Sainsburys, Aldi & Waitrose close by so I never have to give my well earned money to Asda