Asdadirect Reviews 238

Ordered a garden chair set including table, sofas and foot stool. Arrived within good time however damage to foot stool. Immediately rang to explain and informed they would come and collect the item and order a replacement which would be sent out in 2 days. After waiting two weeks without a replacement a second telephone call was made where they explained they had received the faulty item but were awaiting paperwork. After waiting just over a month I called again where I was informed that no replacement had been ordered! No apology was given and although a lovely garden set left disappointed by being incomplete!

I would just avoid ASDA direct, even if you pay a little more to purchase elsewhere. I purchased an item for next day delivery as it was needed urgently, before I went on holiday, only to have a faulty item delivered next day. Was completely misinformed by staff in the customer service team @ ASDA direct about what my options were at that point, which led to me not getting a replacement or refund, I'm still £50 down, with a faulty item. After my most recent complaint I was told by the staff member that her manager said she was okay not to offer me any help, after checking, I completely despair. In store they conveniently say they cannot help with ASDA direct issues and direct you to the phone line, which also won't help in my case.
I will pay more next time to avoid this amount of inconvenience, I really would recommend just purchasing elsewhere, this even put a dampener on my holiday, which was a particularly special one. I won't be shopping at any form of ASDA after this.

Ordered 14 items to be delivered - clothes for my holiday. Only 4 items turned up, despite receiving dispatch emails for all and having paid extra for a named delivery day.

Have contacted ASDA "customer service" department numerous times (even whilst I was on holiday, because they left my bank account empty!) only to be fobbed off and given incorrect info each time. The latest was that refund has been processed and I'd receive it in my PayPal account in 3-5 days. Order was placed on 4th Sept. 22 days later and still no refund or missing items (not that I need them now as had to go elsewhere) have materialised.

Having read the reviews it seems this behaviour is commonplace. There is a name for companies that take monies for items they cannot deliver and do not provide refunds...

WHY DID I BOTHER!!! DONT WASTE YOUR TIME!!!

Well what can I say. I thought I would have to go a long way to find someone worse than tesco but I managed it and they proved me so wrong.

Last night I took up one of asdas many offers displayed on their website. The offer was for 4 toilet rolls by andrex for 20p. I placed the maximum amount in the basket that I could and then went on to shop for some more goods to takeit over the delivery threshold.

Today I got the delivery... Guess what the toilet rolls had run out.... But wait that isnt a problem because in the terms and conditions it states that they will replace the out of stock item with one of equal or higher quality and value... NO NO NO... The item in question was struck off the order and the delivery driver turned up without it.

I was slightly annoyed at this but even more annoyed by the fact that the driver thought this was fine and expected me to accept just half the order... He was swiftly despatched back to the store with my goods and I thought that was the end of that... NO NO NO.

On checking my bank after the delivery I find that the money for all the goods has already left my account even though asda states that the money will only be applied for once the delivery is made. Now I dont expect to get my shopping for free but I also dont expect to be charged for items that have not even been picked...

So then I ring asda store to sort out the apparent issue. I get put through to one of the store managers who was randomly picked as the home delivery manager was sat at home watching corrie. That manager didnt understand the problem as they stated that they had literally thousands of the item we wanted...

Finally I ring the freephone number on the delivery note. Good job it was free as it connects to capetown in south africa. They were as helpfull as the worms in my garden.

To sum up I feel that I have been conned and wasted my time totally. I shall go to aldi tomorrow and do a proper shop.

DONT WASTE YOUR TIME ON THESE CON MERCHANTS!!!

ITS REALLY NOT WORTH IT!!!

I ordered two garden chairs and matching table on line via asda direct. The order was delivered minus one of the cushions. I rang their customer service helpline to be told that they couldnt send out the missing cushion and instead i would have to repack the entire set and have it collected. They would then assess it and an undisclosed time later send out a new set. I explained i was on niteshift and had already waited up once for it to be delivered and didnt relish the idea of now re packing it again, waiting up for it to be collected and then waiting up another day for a new set to be delivered!!! All for a singular missing cushion!! The lady refused to let me speak to a manager and was extremely unhelpful. I ended up asking for a refund. Buyers beware!!!

I tried to place an order for something you can't buy in the shop (comes to £14.95), more than I would have paid for a similar item, but I needed the container it came in for continuous use.

I tried to complete checkout and it would't allow delivery to main store (this was allowed previously). Now they block all orders below £25.

I tried to discuss this and attempted to make a complaint over the phone. I got put through to an overseas call centre and they just came out with excuse after excuse of why you can't place an order and return the item that took it over the £25 back immediately - this would be allowable under Distance Selling Regulations for items not wanted within 7 days.

After getting messed around so much I ended up putting the phone down - I will not be using the asda site for any further purchases.

With a large garden party coming up and my 10 year old “Old faithful “Beefmaster charcoal BBQ being too small to cope, I thought I would retire Old faithful and get one of those new swanky gas BBQ’s.
After doing my research, I came up with a short list which the Uniflame Sear 6 came top. Sold only from Asda Direct!!!!. (If only I had researched ASDA Direct on trustpilot) The price £399.00 plus delivery.
It got 5 stars from the UK customers and the Independent recommended it also.
I bit the bullet went on line. Good it was still in stock, so I ordered one and paid an extra £14.95 for a named day delivery. The 4st July.
I got a confirmation email back saying
“Thanks for placing your order.
The next time you'll hear from us will be when your order has left our warehouse and is on its way to you.”
Delivery Option:
Saturday 4th July
Named Day Service
The carrier will contact you up to 48hrs before your chosen delivery date, to advise an estimated 4hr window for delivery.

I retired Old Faithful and sent it to pastures new. I went out and bought the gas ready for the first go at the swanky Uniflame BBQ, sat back and waited and waited and waited for some communication from ASDA.
Had I gone deaf? No
Were the phones still working? Yes
Was my email working? Yes.
Was anyone alive at ASDA direct? Unknown
Still no communication. The delivery day came. I stayed in waiting for the delivery eager to put together the BBQ and test it out and see if it was as good as the reviews. At about 11.00am I had started to have had enough of this waiting so I rung the 0800 number for what ASDA call The ASDA Customer Services Team. HA HA HA
He is how it went
Operator "Can I help you".
Me "Yes I have ordered a BBQ from you order number is xxxxx. Can you tell me roughly what time it will be delivered?"
Operator went silent. Then said "it had not left the warehouse".
Me (feeling a bit confused at this answer) "I am sorry but it is supposed to being delivered today and that is what I have paid for".
Operator “We are out of stock of them”.
Me (nearly speechless at this reply) “This is totally unacceptable your web site showed them available and I even paid for a named delivery day. Asda have entered into a contact with me” ( I know there will be some small print on the terms and conditions ASDA could use to slither out of their moral obligation).
Operator then offers to refund the delivery charge!!!!!!! (For what delivery?)
I ask "when they will be in stock again". I still want the BBQ
Operator answers straight away “3 to 5 days”.
I say "what day will I then get my delivery".
Operator went away came back and did not know a date. More than 3 weeks later the web site still shows them out of stock.So much for the 3 to 5 days
The operator then offers me a refund, and to add insult tells me I can order it again when it comes back into stock. I refuse the refund. I still want the BBQ on my existing order.
I then get offered a £10.00 E voucher. I refuse this also. (Why would I want to use ASDA direct every again.)
I then gave them 24 hours to tell me when I would receive my BBQ.
I never got this answer
Had I gone deaf? No
Were the phones still working? Yes
Was my email working? Yes.
Was anyone alive at ASDA direct? YES but don’t care about the customer.
10 days later my account is credited with the £413.95 I paid. “Without my permission.”
Conclusions
Asda Direct Web site is not fit for purpose. It should not accept orders when they don’t have stock.
Asda supply chain may be not fit for purpose. They should know when products are due and inform customer services or it could be the sales team just don’t care to inform customers.
Asda Customer team is not fit for purpose. They don’t inform customers of supply issues and wait till they have an irate customer to deal with.
Asda think they are so big they can take customers for granted.
Asda I have been a loyal customer to you for over 25 years and spent tens of thousands in your stores. But never again I would not spend a penny with you ever again either in store or on line.
Just after this I bought a product from Tesco Direct.
It arrived when they said. In 48 hours. I had 2 emails and a phone call on the delivery date.
Asda your Slogan is wrong Shopping with us just got easier. It should say. Not shopping with us makes you shopping easier
Later update 2 weeks later.
Got my BBQ now not from Asda but from a good company Hamilton gas
Delivered when they said they would.
Some good news from Asda the price has come down the bad news they still don't have it stock and have never had it in stock since my order.
Asda Whats this all about? Reduction in price on something you cant sell why knock it down to 99p

The way ASDA direct online service works is utterly inconvenient.
I ordered an item around £100 from ASDA direct and chose the time slot to pick the item next day. ASDA direct blocks the funds in my bank account not knowing whether the item is available in the store chosen. Next day morning, I found that the store doesn't have the item and hence they cancelled the order. Then ASDA direct does not release the funds in the bank account for a long time (6 days to 10 working days). If I need to release the funds sooner, ASDA direct asked me to call the bank and get the authorization number and a fax number and pass back to them which they will then send to the bank. I decided I will never use ASDA direct service. I have used Tesco direct for ordering items many times and I had never had a problem. In fact, Tesco delivers the item to the chosen store to be collected the next day. I will continue to use Tesco but avoid ASDA direct at all costs.

I have at least 2 deliveries per week from asda groceries online and found out today that you can only earn vouchers from compare prices guarantee with 10 orders per month. hence the more money you spend with them the more you are penalized.

The online grocery shopping customer service is disappointing. After more than a week of no delivery of my order and calling every day to speak either to customer service or the store itself, I was offered a 5 quid voucher for my inconvenience.......completely disappointing and changing supermarket immediately!!!

I ordered some garden furniture and chose a delivery date and had to pay an extra £15 for the date I wanted this delivered on. It was all good until the day before the scheduled delivery date, where they point me to an external website to track delivery, with the note "The carrier will contact you up to 48hrs before your chosen delivery date, to advise an estimated 4hr window for delivery". Having received no delivery or contact, I call up the carrier and they say that they have no delivery for me. Upon contacting ASDA, they said that they have dispatched the order to the carrier on the delivery date and that my delivery should be in 2 days after the "named delivery date". I then requested to speak to the manager and they refused to put me through to the manager saying that the manager has important work (which means that customer service for them is not important). The Customer Service agent refused to tell me her name. As of today, I am still waiting delivery for something that I paid for to be delivered on a particular date. Wonder if ASDA really care about customer service. Having read other reviews, is there anyway that ASDA can be made accountable ? My corner shop gives me better Customer Service, but then it ain't that tough to beat ASDA on customer service. I had to rate them as 1 star, since this site does not let me do anything less than a star in rating.

Lesson Learnt : Stay away from ASDA like plague.

18th April ordered a coffee table online which was showing as in stock and available for delivery. Then received an email to say it would be delivered on 28th. On 27th online tracking said it had not been despatched and then an email to say it wouldn't be delivered as promised but would be delivered within 48 hours. After yet more conflicting emails it was eventually delivered on 11th May!! and on opening the package was badly damaged.
Collection arranged for 18th May but the refund has still not been made and on enquiring via customer service today was told "I've contacted our supplier, and the item has not yet been received. As soon as the product is received we'll process your refund.". So 8 days after they collected it they say they have not received it and no refund.
Whilst this fiasco was ongoing I saw the exact same table at Wayfair.co.uk. It was £24 more than at Asda but it arrived within 3 days and in perfect condition.

Asda have such poor product quality and useless customer service. If your product arrives damaged, like my parasol did, then you will spend hours calling them to arrange for a courier to pick up (they rarely come when they say). In my case instead of a refund they sent me another defective product that someone else had returned that was even more damaged that the first. You get what you pay for so don't be tempted by the cheap prices. Asda should stick to selling food in a supermarket, they are fairly competent at that but shocking at running a mail order company.

I ordered sofabed online on 16.1.15...delivery proposed for 6th march. no sofabed by 20.3.15 despite numerous calls. Told it was 'lost' and asda direct were investigating. told i would get refund and order is cancelled. Ordered another sofabed from Argos with delivery on 1.5.15...
No refund received to date but yesterday awful arrow courier arrived and were ruxe to my kum and made her sign for sofabed (she thought argos order was early).
At no time ftom 20th march did i get communication regarding this.
raging..and sitting with2 sofabeds and waiting on their mucky, dusty sofabed to be collected. I am raging and frustrated... courier damaged my frint door and my room walls have been dirtied.
dont use them!!!!!!!

bought product for £400, delivered by ArrowXL. Wrong item but courier demanded it had left on door step as an asda problem. Asda offered to replace item if would pay £20 extra postage costs, otherwise have to wait 15 days for collection and then a refund and only then resend right item, if in stock. Then advised must re-buy online for 400£, and wait 20 days for a refund, but there is a risk that may not refund as Asda rarely refund ..........shocking and no help at customer services, just shrug shoulders and said hard luch

I wish I had seen these reviews before.

I bought an item from Asda Direct as the item I wanted I could only buy from them as it was an Asda exclusive, and where I live has no Asda so online was the only way to go.

Asda is a well respected and big company so I honestly didn't think I would have any issues, wrong.

I paid for my item and the exspensive postage costs via paypal, I was sent an email confirming my order and was given a delivery date.
After a few days I became concerned as my item still hadn't been sent, I contacted them to be told that my item had been out of stock but was now back in stock and would be sent the following day. When I bought the item nowhere did it state it was out of stock, and why did they take my money?!

I received a dispatch confirmation the next day and happily waited for my item. I was told the courier would ring me 48 hours after dispatch to confirm delivery. Days pass, no phone call and no delivery, I signed into my Asda account and saw the status was delivered! Nothing had been delivered at all! I was given a track delivery link in the dispatch email but it didn't work, just opened up a blank page! I contacted them and it took 24 hours before I received an email back, I was told the item was still in transit, again days pass no delivery, I was angry at this point and sent another email and shortly after I received a call from their customer service team all the way in South Africa (what?!) the lady assured me my item would come within the next two days, I belived her, surprise surprise, my item still didn't turn up.

It's been nearly 2 weeks and still no delivery, Luckily I have managed to buy the item via ebay and Asda have refunded me, thankfully and they sent me a £3 e-voucher but I shan't use this company online again, and after reading all these bad reviews, it seems I'm not the only one who's had these issues, stick to instore shopping at Asda! Avoid!

So your after a few items of clothing. Place the order for next day delivery... Pay your money... Get the email as it's on its way. Spend Saturday waiting.... Umm nothing so Monday comes...Nothing.. All for the cost if £4.50. If you want hassle and the promise of next day delivery go ahead. You will be disappointed... When it never arrives you call customer uncare fed a lot of company read jargon.. And realised your clothing is somewhere with yodel. Unknown location... Unknown van somewhere in the UK (maybe) if you love hassle... No company care blah blah order with asda George. By the end of it all you just may of gone to the shopping centre..... Thanks asda George

I placed an order with ASDA Direct, and at the same time, paid extra to choose the day my item would arrive with the courier. I waited home all day (7am - 7pm), and the item never arrived, so I called their 'helpful' customer service hotline. After conversations with them, it turns out my item was never dispatched (despite me paying to get it on that day), but they would chase up my order and call me back. I waited 5 days with no return call, so called them again. This time, the lady investigated further, and told me that the item was out of stock (why take my money and promise me a delivery date then?!), and I would be issued a full refund of my delivery charge, and the cost of the item. A week later, I had only received my delivery charge back, so I called them again. "There was an error processing your refund, but I will action it now for you - the money will be in your account in 3-5 days" the lady told me. Well, surprise surprise, a week later, the money was still not with me, so I called again. This time, I was put on hold for 40 minutes (FORTY!!) to be told, that I would definitely be receiving a refund, and as a gesture of goodwill, I will receive a £10 ASDA Direct voucher in my email inbox. Well, as you will guess, it is 3 days later, and I have yet to receive my refund, nor the promised voucher email. This is absolutely appalling, and I will never shop with ASDA Direct again. Management have a lot of questions to answer.

I ordered an item on 31 December 2014 and also queried the parts included as it was not made clear by the product details. As I never received a satisfactory answer to my query I demanded a refund. I have rang Customer Services ( in South Africa) several times,the last five times being promised a Manager call back -needless to say I never received any call back. I emailed at least eight times and I have also written to the Head Office in Leeds. I am now having to seek legal advice as Asda Direct are ignoring all my communication and I still haven't had a refund. I would advise people not to use this firm and just wish I had read these reviews before placing and paying for my order.

I ordered the Tommee Tippee Bottle Prep Machine x 2 totalling to £119 last month- order went through and money was deducted from my account. I then get a call from their customer services in south africa the day after, to say that they have had to refund my money because the items were actually out of stock. To say i was not happy or impressed is an understatement!

To make matters even worse- upon checking my monthly bank statement I noticed that although asda had taken the £119 out of my account they still hadn't bothered returning me my money- 2 weeks later! It specifically states on their refund notification email that it would take 3-5 working days. There were no contact numbers on their website so I had to submit a form to their customer services department explaining that I was still waiting for my refund.

Sure enough I received a call from their customer services dept (south africa) a day later saying that for some reason my refund didnt go through automatically and would now have to be processed manually. When asked how long this would take they said they didnt know because they have had to email the accounts department in the uk and until they respond to them- no one can tell me what is going on!! I then said (as calmly as i could) that i would like to lodge a formal complaint. His response? Oh well we are the department that deals with complaints and I am dealing with it!!!!

Since then I emailed the CEO directly only to receive a reply saying that someone will contact me soon. Have heard nothing since.

I have now received a call from their customer services department saying the accounts department have finally processed my refund and it should be with me in no later than 4 days time. As for complaints procedure that didnt consist of a telephone conversation with the South Africa Customer Services dept- I have been told to write to head office. What difference that will make when the CEO's direct email address has gotten me nowhere- i dont know!

Am absolutely Livid!! First they agree to sell me products they don't have. They then take £119 of my money and leave me out of pocket for 3 weeks+ when refunds take 3-5 working days (specifically stated on their website) Had i not checked my bank statement they would have not even noticed that they hadnt returned my money- RIDICULOUS.

I will never be shopping from there again!!