Asda Stores
Reviews and Complaints

another part od rip off britains motorists go to asda fill up in the quick lanes were you pay by card and what happens you put in [example] £20 and when you put the nozzle back on the pump, click, £20.01 it doesnt matter what amount you put in always the same result, so an extra penny per car filling up runs into millions a year COME ON ASDA GET YOUR ACT TOGETHER AND GET IT SORTED, if not looks like it will have to be taken up with the TRADING STANDARDS.

This is a copy of the Email I have attempted to send to ASDA (I say attempted as it has too many 'characters' to use their online 'contact us' link, and customer.[protected]@asda.co.uk comes back as undeliverable, however as I am sitting here waiting for yet another callback from the illusive 'Debbie' or 'Mark', I thought i would add it on here.

Firstly - I would like to say I find myself in very unfamiliar territory, as I don't normally complain, I normally just choose a different company/restaurant/store etc the next time. However, in the last 15 hours I have received such a pathetic service from your company that I would like to make my feelings known to you, and as your employee 'Mark' (no surname unfortunately as I understand your call centre employees don't have them?) this is the way I escalate my complaint then here we go.
1. I was expecting delivery of my groceries between 18.00-20.00 on Saturday 30th Jan. By 19.30, the shopping had not arrived, and whilst this was still within the allotted time, I was aware of the heavy snowfall we had, and therefore the driver may struggle to get here on time, if at all. So, I rang up the [protected] (at my expense), waited in a long queue to get through, and spoke to a very friendly chap, who, once I explained about the snow and offered to let the driver deliver the following day if easier due to the bad driving conditions, and explained that I didn't want it turning up really late as I have small children who would be in bed and really didn't want them woken with the delivery etc, assured me that there were no reported delays in my area. I thanked him and he asked me if I would like to do a customer satisfaction survey which I agreed to do and left a 'very satisfied' result right the way through.

2. 8pm - no shopping, no phone call to say running late? but again, I had every faith it would get here as the lovely chap had said no delays in my area.

3. 8.30pm - food arrives, delivery driver explains why a bit late - delivers food etc etc.

4. unpacking food I notice no chicken breasts, and then no ham, and where are the avocados? and the mince? etc etc - now this has never happened before with any supermarket I have used for delivery, however, I am fully aware that mistakes happen so I ring the [protected] number again.

5. After waiting about 15 mins to get through I get through to another very friendly chap (sorry I didn't ask his name, as at this time I foolishly believed that your employees did as they promised so didn't feel the need to).. he apologises and asks me to read the list of Product codes, which I do, and he advises that someone will call me back later to confirm what has happened. (By this time, my takeaway which I had to order when the shopping hadn't turned up, is stone cold)

6. 9.50pm - hmm, surprise surprise - no phone call. So, I ring the [protected] number again, by this time a little frustrated as I like to have relaxing stress free Saturday nights, and don't enjoy spending hours on the phone to call centres, however I speak to 'Lauren' (as I took the name this time, as my faith in your company is reducing at a rapid speed) - Lauren advises me that the pleasant chap I spoke to earlier has made no record of our conversation - I (understandably I feel) explain my frustrations to Lauren, who is very polite and apologetic, and assures me I will be contacted back in the morning to sort this out ( at this time it was 9.58pm, so she probably was wanting to get away on time), and guess what? - Sunday morning NO PHONE CALL.
7. So, I pick up the phone and call [protected](from memory this time!) and speak to a lady, who more or less confirms that none of my complaints have been recorded. She 'assures'(haha) me that someone will call me back, and when I explain that I have heard this once or twice before, she agrees to ring me back herself. Hurrah! she rings me back and tells me that the stores systems are down (does this include phones) but they will call within the hour.
8. 90(not 60) mins later 'Mark'(no surname) calls me. Neglects to apologise for ringing me late, however he does give me a very scripted apology and tells me he understands my frustration. After a lengthy conversation with the Mark, I accept that he is going to try and help, and go through all the product codes again. Mark agrees that he will check with the store and call me back in 10 mins.
9. 25 mins later, 'mark' calls me back - and advises me that unfortunately, Debbie the personnel(?) manager from the store says they can't deliver today, but will give me a refund of MY money that has already come out of MY bank account for groceries YOU haven't provided! And, (and this is the most insulting infuriating part of all), advises me that if I ever choose to use your services again you will give me a £10 money off voucher! ARE YOU HAVING A LAUGH?

10.. I ask 'Mark' if Debbie the personnel(?) manager could tell me this in person, or if she can make the time for me then I will come into the Sunderland store and discuss this matter with her face to face, as I am clearly 'insulted' to be offered a £10 voucher and a refund of MY money! - (the calls to your [protected] number at 5p per minute have so far amounted to approx £6.00 - add this to your delivery charge of £5.00 (which I forgot to mention, mark had earlier mentioned 'shouldn't be a problem' to refund but hasn't mentioned since) - I, after this shambolic experience am out of pocket!
11. At this time, I can't give you a conclusion to my 'saga' as I am still sitting waiting patiently to hear back from 'Mark' but hey ho! NO PHONE CALL!

12. I am now going to have to put my 2 children, one of whom has a very bad cold, into the car, and drive to a supermarket to get the ham, chicken, yoghurts etc etc which I ordered because I needed, not for a laugh. Thanks very much ASDA. Hopefully next weekend won't be ruined by you.

13. If anyone does want to contact me about my complaint, then you should already have me contact number but incase you don't it is [protected]/[protected]

14. I have just gone to send this email via the 'contact us' link that Mark gave me and it wouldn't submit because you now say my message has to be less than 1000 characters!

Dear Sir,
I am writing to complain that my trust-worthy friend, Leon Ogden who always visits your supermarket three times a week on a morning has been subject to unfair treatment and accused of doing something by a member of your staff that he hasnt done.
I am disgusted to hear that he has now been 'banned' from your shop because of this, even though he did not touch the reduced trolley and because he is a truthful person I believe he did not touch it when asked not to.
The lady who this was, treat Mr. Ogden with disrespect and spoke to him like no staff should speak to a customer and she stated she was security. This lady was watching Mr. Ogden and I feel she should have been getting on with her job or following customers who are shop-lifters or by other hazardous means, which Mr. Ogden certainly is not.
I would like this matter to be dealt with as Mr. Ogden is a helpful person to myself and many others and he should not have been treat in this way for one moment.
I will leave my e-mail address so you can reply to this letter with the outcome of this matter.
My e-mail address is [protected]@yahoo.com.
Many thanks and respectfully I hope this matter will be dealt with and sorted out.
Thanks, from Miss. Bond.

The cheese currtenly being sold, namely mild coloured cheddar, smart price is just like plastic, it will not melt when grilled or baked in oven. It did not used to be like this, infact it was excellent and very good quality, we ate quite a lot of it. Please can we have a return to the previous producers.
J. Beddall,
Fearnhead,
WA2 0QG

I have had two very difficult experiences with asda home delivery in one week. Firstly my order costing nearly £290 was not delivered on Monday 21st as booked. Instead we had to get up at 6.30 in the morning to take delivery. No one rang us to tell us they were not delivering. Today, however, was even more disgraceful. We were called at 4pm to tell us todays order would not be delivered. A driver had apparently resigned. . We had guests and arranged delivery over 3 weeks ago. We called the store and explained the situation. We were given another excuse that the van was 'stuck in snow.' It has not snowed in this area for 5 days. We have taken photos to prove that the roads are completely clear. The manager promised us delivery. We were called 2 hours later as apparently the bakery manager who was delivering it was being pulled out of a field by a tractor but would be with us soon! We were called an hour later as apparently the tractor driver had told the driver to not go near our house as it was too snowy but they were only 3 miles away. Ten minutes later we called the store and the driver had just returned back (a 40 minute journey away!) We said it was impossible as we were too far away. The night manager 'Clare' said the driver and his helper had just returned. She passed the phone to the driver's 'helper' who was extremely abusive to my husband. She said she had passed our house twice. My husband said the roads were clear and asked where they had been and if they had passed why they had not stopped. She said to another colleague, 'I'm not speaking to him!' and slammed down the phone. I called back. Clare answered and said she didn't know when I'd get my shopping as it was not her job. She told me to hang on and slammed the phone down on the desk. Colleagues in the background all laughed and a woman said, ' I'd just put the phone down on the f... cow!' A man replied, 'She's just an f... c...' I waited 10 minutes, 43 seconds for Clare to come back to the phone. When she did, she just picked up the phone, said hello, to which I repled hello and then she slammed the phone down. We called back and were told Clare was not available. We requested an appointment with the general manager in the morning but were told he would not be available.

I am left with no shopping from a £90 order and have been abused by asda 'professionals' The whole conversation was recorded by myself. I requested a response within 48 hours after which time I will contact trading standards and follow their advice.

on wednesday the 23rd december 2009 i took my two children one of whom one is disabled to asda to do my christmas shop. after shopping for 1 1/2 hours i got to the till, my shopping was put through the check out and i was informed that an item had been put through twice and the girl had to call a supervisor to do a void. the supervisor came, and so i thought, put through the void, i was then told my shopping came to £216.97. i knew i had only £207 in my account so i gave her £20 in cash and told her to take the remainder from my debit card. the supervisor then said quite loud in a busy shop you haven't got enough money, i wondered if my husband had taken some money from this account and gave a further £60 to the girl on the check out, the supervisor said she would go and sort out a problem at another till and come back. while she was gone the girl on the till said that the supervisor had made a mistake and not voided my shop but called for the money from my bank and then cancelled it hence there was now a hold on the money in my account. when the supervisor came back she insisted she had not made a mistake and that i could not afford the shopping, she took me, my two children and the two trolleys of food to consumer services, where once i explained what had happened she told me to ring my bank and ask them to release the hold on my funds so they could do the transaction again. i rang the bank and was told that asda had put the hold on my money but they could not release it. when i told customer services the woman there said that although they had a hold on my money because the transaction had been cancelled the hold would be released in two working days. as christmas day was on friday and monday was a bank holiday it would be days without any money and no shopping to show for it. when i pointed this out they said they were sorry but there was nothing they could do. i asked to speak to the manager who came to see me and said that she could only agree with what i had already been told. i said i had proof of who i was and where i lived and that as soon as the hold was lifted i promised i would return and pay for these goods. i was told that they could not do this, i asked what i should do for christmas with no food and no money to buy any and was told that although it was there mistake they could not help me. i did then ring my dad who came and paid for the shopping on his card, but he is a pensioner he needed the money as soon as possible for his standing orders at his bank. the next day i sold some jewellery and gave my dad the money back. on thursday 30th december asda still had not released the hold on my money so i rang head office and was told that they would log my complaint but could not get the money released any quicker and my problem was with the oldbury branch not them. i did however ring my bank and explain what had happened, and was told that due to the length of time the hold had been on they would release it, which they did. i am now sending both the oldbury branch and headoffice a letter of complaint, but judging by the way i was treated in the shop, and the phone conversation with head office i dont expect a responce. i am telling you my story because i am discusted with asda`s policies and had i not been able to call on anyone to help it would have ruined christmas for my family. i will certianly not be shopping there again

i was in asda bridgwater with my wife, we queued for grocery, and purchased a phone and two computer games. we was sent to customer services where my wife queued for another half hour. they charged for products that we had purchased and didnt offer a bag to carry them in.I asked the lady behind the counter for a carrier and she was so rude telling me they didnt have any bags, i asked again and the lady said they are 5p each (although she said they never had any), i offered payment to which the lady told me to shut up i was absoulutly stunned at her attitude. i except that they are busy at this time of year but manners cost nothing at all.

you lot want shooting you have taken my daugthers money then cancelled her order after you took the money less than a week before christmas she has 2 some children no money and no food, its disgussting what you have done we will never shop in your shops again as long as we live your just thifes go stuff your shop where the sun dont shine

i had a delivery for christmas to my home address and the driver was very unsympathetic to my disability it was a very snowy and icy day and he jokingly asked me to help so i explained to him that i had an accident that left me unable to walk but i could stand his reply was you look ok to me.so i decided to show him the scar down my neck as awhile ago i had an accident due to someones stupidity and ended up paralyzed for 6 month and now i have to use a wheelchair and a scooter to get about.in reply to this he said he had a bigger scar than that and said he had had a heart bypass.i ended up telling him about my accident i dont know why i had to explain myself as it was nothing to do with him i was really upset when he went as ok he had had a not very nice opp but he wants to try being able to walk about one minute then not been able to get out into the country side that you love the next i think asda want to train there staff on better customer relations with the disabled im not sure if i will use asda again

i bought my son a workbench set for christmas which we let him have early which contains a retractable stanley knife which is plastic but it also does look like a real stanley knife my son yesterday where we are decorating my son picked up my partner real stanley knife thinking it was a toy. If this toy was to be left on the market what is saying that another child is not going to pick up the real thing and think it is a toy and seriously harm themselves it should be taken of the market
please do somthing about this

I have used asda home delivery service many times over the last two years purely for convenience not because they provide a good service, unlike other complaints asda have usually turned up at the arranged time however they havent managed on any occasion to bring everything i ordered. Based on the last two times i used them where they failed to bring a massive chunk of my order i will never be using them again.i had to ring the call centre six times, was cut off, lied to, and in the end we wrote off £35 of stuff, this time i have already waited in for a day and a half for re delivery which im pretty sure will never happen. asda have the most horrendous useless customer service department i have ever seen, dont waste your time using home delivery it will cause you ten times more hassle in the long run.

Today I went up to my local Asda's customer service in order to get my Asda Mobile's content block lifted, as I couldn't confirm my identity over the phone due to not having a credit card. The person serving simply told me that they wouldn't deal with such a problem because she "doesn't know anything about mobile phones". So I got sent to the media desk, who told me they know what needs to be done, but it needs to be done on customer services as they don't have an outside line. Back at customer services I'm told I have to wait until the next day to get it lifted as she needs to wait for the media manager! This is complete laziness. All that needed to be done was for the person serving to make a phone call to confirm my age. That was all. I called up Asda mobile (who by the way are brilliant - I highly recommend them as a phone company) and they told me exactly what I thought - they just need to call them and confirm my age.

So I go back in and ask (not demand, just ask) to see a manager, who finally tells the useless person serving me to call up the number I've been telling them to call all this time. With a disgruntled look she does it, not making eye contact with me at all for the two minutes I was standing there, or letting me know what was going on. Finally, after about 15 minutes of walking around different departments and making phone calls out of MY OWN CREDIT, I get a text saying the content filter has been lifted. After that, the person says "done", puts down the phone and continues to ignore me, as if accepting defeat in a battle, with no apology for not doing her job and providing me a service that she should have.

The point is I didn't argue in all of this, I just told the person what to do and they refused to do it - it took manager authorisation to make a PHONE CALL to ONE OF THEIR OWN INTERNAL COMPANIES.

The attitude stank. I work in customer services myself and I do everything I possibly can to find out information for a customer; even if I don't know the answer I try to find out on my own or at least ask someone else. She did neither of these, and said because she didn't know and had never done it before she couldn't do it. I'm very irritated by this, and frankly the staff need to be taught to listen to the customer as I had been 100% correct in what I had said. It would have been quicker if they gave me their in-store phone and let do it myself!

i bought a hsm advent calendar and a in the night garden one for my two children.we decided to open them today and the night garden one was fine no problems then we open the hsm one and the chocolate had white bits and broke into pieces my little girl was upset as she now doesnt have one.we can't take it back as i don't have the receipt.i won't be buying them from asda ever again it's disgraceful that they obviously weren't stored properly or something.if anyone else has had the same problem please do post a comment.

I recently obtained a pair og spectacles from the optitions In Asda Store, I had them approx 3-4 weeks wen the lense fell out, i tried to fix them with that the arms snapped off... I then took them into the store were the lady said she would be able to send them off to be repaired, a week later i had a phonecall saying that, that frame had been discontinued so with that a had to pick a new frame, i did that and they told me that this would be sorted in approx 3 weeks, all this time im without glasses which isnt good as i ride a scooter and need it everyday for everyday use...They told me this would cost me 40 pounds which was ok with me as long as it they were defenatly going to be fixed, she assured me they would... A week later i got another phone call saying that i had to collect the glasses and that they couldnbt be put into new frames and that i had to take them elsewere to be fixed which to me is all wrong... I have now taken them elsewere and i will also be taking this to the top, The staff in that place are rude and very patronising... Will hope to hear from u in near future

Thanks in advance Layla Hopgood

Visiting Asda store at Telford town centre i was amazed to se shelves empty. Asked a sales assistant why she said stock for christmas. when i finished my shop, i had to go to Sainsburys to finish my shop. Where i will do my shopping from now on.All you seem to get from Asda is promises they dont keep. For instance i took a joint of meat back and they said they would send a gift voucher, went and saw them, more promises and nothing. I have shopped at Asda for years but not any more.

Here's why I'm never using Asda home delivery again:

My girlfriend and I had a delivery booked for Tuesday evening (3rd Nov), between 7 and 9pm, which we were looking forward to because the cupboard was bare. It got to 9pm and as we had heard nothing at all from Asda, I called the helpline, and spoke to a very helpful person in South Africa who said he would call the store in Colindale to find out what was going on and get back to me within 10 mins. About half an hour later, after hearing nothing, I called again. I spoke to a different person who said the same thing as the first. This time, he did call back to say that the driver was "nearly there". After another 20 mins or so, I called the helpline again, but as it was now after 10pm, it had closed. We had no delivery, and overcome by hunger, had a late supper of plain boiled rice and soy sauce. It wasn't bad, but wasn't the prawn stir fry we anticipated.

The next morning, I called and spoke to someone in South Africa again. He asked me if I'd be in that evening and I said, yes, between 6:30pm and 7:30pm only. I got a call back to say that all was well, and that the Colindale store would make the delivery between 6:30pm and 7:30pm. Apparently, the driver had tried to call the previous night because he was "lost", but didn't get an answer so went back to the store. I find this hard to believe as I was sat next to my phone all evening. He certainly didn't leave a message with a number to call back on, which would've been the blindingly obvious thing to do if someone doesn't answer their phone on the first try. But, like I say - there was no call, no missed call and no message.

Anyway, by 7:30pm that evening, I was on the phone again to someone else in South Africa asking where my delivery was and complaining again about yet again being let down. She called back about 10 mins later to tell me that she couldn't find out what the problem was because they "keep hanging up the phone on me at the Colindale store". I told her I had to leave. She asked if she could re-arrange for the next evening. I reluctantly agreed. I then told her that I would really appreciate a call from either the Colindale store or the driver to explain what had been going on and why they had failed yet again to make the delivery. I then got a phone call from a different person in the call centre about 20 mins later. She told me that she was calling to re-book my delivery, but that the next available delivery slot would be on Saturday. I told her to forget about it. She asked me in a disapproving tone if I was really going to cancel the order. "Yes", I said.

I've complained on the phone and via email to Asda and - needless to say - have heard nothing back. The only apologies I've got are from the poor people in the help centre in South Africa who seem as mucked around as we do. I don't consider it acceptable that me and my girlfriend have had two consecutive evenings ruined by waiting for a delivery that never comes and numerous calls back and forth to South Africa. We will obviously never use Asda again, and let our friends and family know about our experience, but I still feel owed an apology for massive time wasting involved. The arrogance of the Colindale store is quite breathtaking - they couldn't even be bothered to let us know the delivery would be late, let alone that it was never going to show up, for two days running.

Dear sir/madam.

Recently i was involved in a car accident...run over by a young man, who wasn`t looking..he broke my foot.
I also then had to undergo intensive dental treatments...
I have a chronic ongoing condition, that makes travelling difficult., .walking extremely painful, and subsequently don`t shop personally very often.
However, coming online, and looking at your shop, and its offers ., i decided, as i could only eat soft foods, and you had an offer for my favourite BEn&jerrys icecream, to come down (I live in BOgnor Regis), and stock up, and take a look at what else you had at a good price.
The first place i made for, was obviously the frozen dept...determined to get my (only) edible foods right now, i intended to stock up..
Before leaving, i checked online, that HAvent supermarket Asda, was partaking in this offer...it was confirmed it did.
You can imagine my upset, and annoyance, therefore, on going to purchase said icecream...(2 for 3£), i noticed they were infact 3£ EACH~~~~dearer than SAINSBURYS...Whic h would have been a 10 min trip!
What i couldn`t believe, was on taking this up with a manager, being told, if i went HOME and purchased this product ONLINE~~~It would not only come from the HAVANT STORE~~~BUT I`D ALSO RECEIVE THE ADVERTISED OFFER!
I went home..dissapointed..tired, in pain...(you also have NO seating for disabled people)...And MINUS my icecream!
Having not eaten for 4 weeks...apart from yoghurt..ugh!..I had to write and voice my complaints!
I sincerely hope this isn`t an example of how you treat your customers!

Yours sincerely, SJ Joyce..(mrs).

I suffer with sight problems i approched the help desk of my local store to ask for help filling in a lottery ticket and was refused in a nasty manner. i made a complaint to the head office in leeds and was given an apology. i was then contacted by the store manager and given another apology and invited into the store were she helped with my lottery ticket and told me she had spoke to the member of staff in question i left the store happy that my complaint had been dealt with. however i have been back into store today and when i approached the counter two members off staff were talking about me that i was the one who had made a complaint and i left the store and came home very distressed. i feel that i am being disgrimanated against because of my health problems and now dont feel comfortable in going back into the store were i normally do my weekly shopping. i have shopped in the same store for several years and did not expect to be treated in this way. i feel it may be best to start shopping at a different store and i am now to embarassed to go back in.

I was given a Gift voucher to purchase an on-line item.
When the gift card was purchased in store the question "can this be used on -line" was specifically asked and was told "yes".
However, with several trips into the store and several contact numbers given, no gift vouchers can be used on-line.
Although the store still have no idea of this and are selling Gift cards with the promise that items can be purchased from their on-line store.
Not even the store manager is aware that items cannot be purshed this way.
I was told by one of the many people i spoke to overthe phone that " ASDA and ASDA Direct are separeat and therefore the store may not be aware of our procedure. This is not good enough! Now i am stuck with a useless gift card, as it was given to me to buy a specific item.
I am appalled that no-one in the store has any knowledge of what can be purchased and how.
And am appalled i was left with several numbers to find out for myself rather than a single member of staff helping! Is it not their moto "happy to help"?
I will no longer be shopping with ASDA and am shocked with their lack of knowleged and communication.