Asdadirect Reviews 238

I placed an order for three items to be delivered to store. I received 2, no explanation on the position with the third item. No apologies, no information, they've taken payment for the full order. The poor guy who served me, wearily admitted they do this all the time, it's a nightmare.

This company, who you would expect to be respected by the brand name is totally UNABLE to deliver products at any time of the year. Why they give dates on delivery is beyond me. They might as well say ' sometime in the next few months'. Do not choose any items from Asda if you have to have them on a certain date, you won't get them. I have ordered a large quantity of bedding, it showed up 6-8 weeks later. I have just ordered a microwave, no sign of it on tracking. Just says.. They have it! Also noted they never respond to bad reviews which shows how little they really care.

Placed my order on 31st October for a metal cafetiere, earliest available date to click and collect was Sunday 3rd November from 1pm. A little disappointed with such a long wait but thought worth the wait especially as collection was free.

In the confirmation of order was an instruction not to collect the item without first having received a confirmation text message or e-mail.

Come Sunday 3rd November no text or e-mail. when i clicked on the tracking it advised metal cafetiere was on its way to the store that morning.

Come Tuesday 5th November still no text message or e-mail. Fearing something has gone wrong I visit the store that evening just before 8pm.

When i explained everything to a member of staff I get told quite abruptly that I wouldn't have got it Sunday anyway, when i asked why i was told becasue their delivery ended up going to the Tilbury store by mistake. It would therefore have been delivered Monday.

I then explained today is Tuesday so shouldnt i have received a text message or e-mail ? To which she replied should have yes.

I then had to ask so where is my order ? to then be told if we have it it will be at the back of the store, would you like me to go and check ? To which i replied yes please !

10 minutes later she returned empty handed and was on the phone. I then heard her say to the person on the phone would you like to explain the options to the customer ?

It was quite clear my order had not arrived and so I interrupted and said if my order is not here can I cancel it please, i will buy one instead from Amazon tonight and it will be delivered to my home tomorrow night.

She then said to the person on the phone did you hear that ? then she told me if you still want it you will need to order another one, to which i replied no i dont want one at all, i want to cancel my order and received a full refund. She then told me the order was cancelled and i would receive my refund in 3-5 working days.

There was no apology whatsoever and was made to feel she was doing me the favour cancelling my order.

Today (Thursday 7th November) i receive a text message....youve guessed it confirming my order is now ready to collect at the store. Unbelievable ! Quite clearly my order was never cancelled and until now no refund has been received.

What a complete mess and a shambles, what should be so simple and easy has now not only consumed a lot of my own time it has also cost me financially travelling back and forth to the store to sort this out.

I now have to wait until 17th November, if I don't collect my order in that time it will get sent back and only then will I receive a refund.

Never again will I ever order anything online from Asda/George ever again.

I paid for an item. They sent me an email that the parcel has been damaged on the way and a new one has been sent instead. I waited a month, but no further update has been given to me. Therefore, I called the customer line, and they told me they couldn't provide it (although it is still on display for sale on their website). They said I've been refunded, but I need to wait for 3-5 working days to see it on my account. I called the same line 3 times in total within the other month, since no refund has been made. On my last call, the staff member told me she would follow up and call me the next day. Nothing happened since then. Briefly, I waited for 2 months, and neither delivery nor refund have been made by this company. Every time I call, they say they've commenced the procedure, but nothing happens. I want my money back!!! And for those who think shopping from this company should definitely be avoided!!

Bought item and paid the £5.50 delivery cost to get my delivery today.
Checked the tracking as the courier doesn't have the parcel yet.
Call centre is useless, can't understand them at all as they're abroad not England.
My god Asda have really gone downhill.

WHERE IS MY REFUND!!!???
it's been weeks - its not just me it's hundreds of customers facing the same issue. Why do we need to give our bank details the refund should be going back on to the card we paid with!! This company needs an investigation because something fishy is going on. I will be contacting my bank for a reverse charge and mark my words I will never ever order from you again.
Please report them to trading standards it takes 10 minutes.

Paid extra for next day delivery but item hasn’t arrived had no contact from asda

Ordered Lego which was, somehow, lost. No update communication at all. Spent ages calling Customer Services, never received call-back from a manager as promised - then told I would need to give my bank account details for a refund even though it was paid for by credit card.
100% useless, less than one star.
Simply wont buy from ASDA ever again. Buyers Beware!

Like many a customer, I was a big fan and loyal customer of Asda for many years but alas no more.
For the second time a food order failed to arrive.
No contact --- no phone call, email, or text. The driver just didn't show up!

This was 10 pm and so we couldn't get anyone by phone so the next morning we checked our order online and saw that without explanation the order had been cancelled and of course we would have to wait up to five days for a refund.

I called customer service and could not hear the operator above an absolute cacophony of sounds. It sounded like a bunch of people shouting in a airplane hangar ---- lots of reverb.
I asked the operator to get closer to the mike --- above the din I could barely hear her ask "is that better?" Of course it wasn't so I gave up
No more Asda for me. From now on I'll only deal with companies that respect and value their customers.

As a regular customer of George/ Asda, I am appalled at the change in the once great shopping online experience I have received recently. It is a horror story. I had to fight tooth and nail to get a refund back from 2months ago, and would not of got it unless Paypal got it back for me via opening a case against George/ Asda.There overseas Customer Service only works to script, thats if you dont mind spending ages waiting for them to answer. They will lie to you, promise you its being dealt with when it wont be, promise to refund you when they dont. Customer service even lie to a local to me, store colleague who tried to help, and told her the refund was on its way, when it wasnt. I cant find a useable Asda head office telephone number,why? All phone numbers available dont ring out, why? No. Email address now why? The ASD receipt number supplied on the receipt when you return the to the store returns box, is not recognised on the online claim form, its a ploy.The new owners seem not to want to stock larger older womens clothes except as a token. They must think the younger/ youngish customers will pose, and announce how good and trendy there 'George at Asda' clothes are in any nightclub... Cant see that happening... I now, after being a local customer for years, shop elsewhere, I advise other people to do the same.!!

Has to be the worst company in existence. Ordered Items on Tuesday 27th August that were supposed to be ready for collection around 5pm on Saturday 31st August. By 7pm I had heard nothing and checked online and the items were shown as not even left the warehouse to go to the dispatch centre. I went to the store that the items were to be collected from and they checked the delivery they had received and the items were not there. They stated that they could not contact George.com to find out why the order had not been delivered as their point of contact with them was not staffed after 5pm. They told me to contact George.com customer service tomorrow. However if you check George.com there is NO CUSTOMER SERVICE AND NO MEANS TO CONTACT THEM. The items were needed by today (Saturday) and I told the staff that if they arrived after today I did not want them as I was now having to go to Tesco or Sainsburys and buy the products there instead. I demanded a refund and they told me that they cant process refunds as they have never received the order. Avoid George.com like the plague, this was the first time i have used them and I can safely say also the last.

This place is now an embarrassing joke, who the hell is running it, it used to be brilliant. You can wait for 40 minutes or more to get through, then they claim they can't sort your order because "it's not been delivered yet" WHAT ? I tried it all on YESTERDAY ! BUT NO, their system says undelivered so they can't do anything, I have to call back a few days later (waiting another 40 mins) WHEN they know it's been delivered. Their new delivery service `ToYou' started off great but now Asda is letting everything down. I won't be ordering for a while now until I know they have sorted themselves out.

If I could give a minus score it would be very much warranted. So we have ordered online numerous times using overnight or next day delivery for which you pay for and on every single occasion we recieve an email no more than hour before delivery is to be made it is cancelled and says there is an issue, so then u have to wait 5-7 days for the refund. We have given the online delivery order fron Asda so many chances and every time have let us down. If u need something urgently for a Birthday etc order your item/s at least 1 week in advance for online delivery to get to u. So, now, as we had so much trouble with online delivery we tried our hand at online click and collect...what a fricking nightmare, u order, get told it will be in store in the next 48-72 hours, then u wait nearly 5 days and no communication on where said item is, u contact a pathetic excuse of a customer service to be told it will get there when it gets there and there is nothing they can do, they apologise then force the call to end. So the same with online delivery if u need something relatively soon go in store, if u have the time to wait then use either services, just give them at least 7 working days for you to recieve your item/s. Or use Amazon, lot quicker, even an order fron China gets here quicker using Amazon. Remember there is no point complaining as they know they are rubbish and do not care about your predicament what so ever 🤬

Really wish I had read these reviews before using this service, but I trusted the Asda name. Worst ever experience of customer service! You go through to a non uk call centre and they literally read from a script. When the conversation goes ‘off script’ they literally can not help and do not know what to do. The same script is repeated over and over. All I wanted was the two suitcases I had ordered, instead I received four cabin cases over two days. All they were concerned about was telling me when they would be collected! On day two I was told they would contact the supplier of the two cases that day, it was done 24 hours later with no response from the supplier. I Phoned 48 hours later to check in on what was happening and had to start the script all over again, they refuse to listen to you or look at your previous conversations. Asked to speak to a manager but they are non-existent. I realised by day four that I was never going to get my cases as we were literally going round in circles as all they would discuss was returning the four cases and they kept repeating that I had the wrong cases. On more than one occasion they even said that I had four wrong cases and the the two cases I had ordered. I had to repeat over and over that I had never received the two medium cases that I had ordered. I honestly thought that someone was playing some sort of joke on me! I asked for a refund, one was processed for one case but not the other even though I was assured it was. I will not be giving back the four cabin cases until I receive my full refund!
Asda head office I truly hope you read these reviews, from a large company such as yourselves I really would have expected much better customer support and service.

I have ordered Wolf Blass Red Label in the 25% off for the last four 25% off sale
Each time at has been not available, why on earth keep showing it as available on thier Web site, if it is not available. They charge for it on my bill and then it takes 5 days to be paid back to my account . What sort of company are they?

Ordered a shelf easily enough but had two issues with it: 1) cellophane only wrapped meant it was damaged in transit and 2) it had obviously been damaged before and someone had painted over the damage yet they’d still sent out. Have returned and to give them credit they have refunded quickly.
However I believe they are promoting products misleadingly as they do not allow negative reviews - when submitted they are ‘moderated’ and can be declined with no reason other than please read the guidelines. Having read the guidelines and rewording three times only talking about the product (despite the fact I believe packaging and quality control are the main issue) they still decline. Judging by other comments this is normal practice for them. Meaning they will have more positive reviews on products than is likely to be the case. Very untrustworthy.

So far item has not even been sent out for courier collection, after stating it would be ready for click and collect pick-up on the evening of 30th March 2024. As other reviewers state .. don't bother with this site!

Appalling and clueless.
If I could give 0 stars I would, Customer Service is non existent ordered items at end of November then receive a delay email spoken to 3 people all in the Philippines who are beyond clueless. Now told been delivered which they haven't now replacing but coming after Christmas, no idea what a Manger is either and appear to be reading from a script. DO NOT USE

Absolutely disgusting service your speaking to people in the Philippines that basically haven't got a clue you ring and everytime get a different story on where your goods are you have been warned do not use asda direct I won't be ever again shocking

I ordered 6 bath towels. 4 arrived packed in two massive cardboard boxes. A week later another huge box arrived containing not the missing towels but 2 fitted sheets. Spent ages waiting for customer service to answer the phone. I'll be interested to see what finally turns up. No delivery notes in any of the oversized boxes. Utterly useless. I ordered towels and received problems and additional expenditure on phonecalls.