Asda Stores
Reviews and Complaints

I put a complaint into aside a few weeks ago regarding price hikes and products getting smaller and all vie heard from douse is an acknowledgement email and nothing else. I think your customer service stinks. A few weeks ago use put quite a few of your prices up on goods which I consider not really that good value for money. Take your choc chip cookies for instance after they underwent 2 x smaller what do use decide to do but put the price up. They were value for money at £1 at there original size but oh no use need to shrink them in size twice and then to add insult to injury use bump 30p onto the price.{Well done aside] Normally on a Friday when I do my shopping they are almost sold out but in the last 3 weeks threes loads of them because no one is buying them. Are use so stupid or is it just total greed and ignorance that douse cant recognise good business that use would rather run at a loss. its better to have a small piece of something than a whole lot of nothing.

hi i bought a tin of baked beans last week I opened them to give them to my children with their dinner last night, when I opened them and lifted the lid it was just green mould on top and a fur coat, disgusting

the code is LGS
the sell by date is September 2018

I have attached some photos so you can see the mould its also on the inside of the tin lid

clare strange
5 wyatt road
oxford
ox2 7hz

While visiting family I visited the Tain store on 5/12/2016 at approx. 14.40pm. My sister and I went to café for lunch. After ordering 2 megabrunch meals, we went to server for tea and to pay. After waiting approximately half an hour, I was finaly served. the café only had 6 other customers at this time but we still waited a further 15 mins when one meal was brought out. The bacon on the plate was clearly cooked a long time before and was rock hard and discoloured. The staff changed the bacon but the second meal did not arrive until we had asked twice and a further 20 mins had passed. The overall service and appalling quality of the food we were served was unacceptable. I wanted to return it all and ask to see the manager but my sister, who is disabled, was distraught and did not want to make a fuss. Ihave been to several Asda stores throughout England and Scotland but never have I witnessed such poor customer service. I would strongly recommend training be reviewed at this particular store.

I tried to use my Xmas saver card in Asda Northwich store today, 30/11/2016 and was told there was no money on it, I knew I had £150 on 2 cards, I asked to try my other card and was told the same, I said that I had £150 on each card, the supervisor was called and she also said there was no money on them, the supervisor took me to customer service, again she said there was no money on either card, I was very upset by now and worried as I save all year to buy my Xmas presents from Asda and as I had already used 2 of my 4 savings cards I started to worry in case I had discarded the wrong cards, she then said that there was £20 on just one card and that she would use that and I had just £2 to pay, I said again that there should be £150 each card, thankfully another staff member was able to check and stated that there was £150 on each card, the supervisor, I appreciate was going on her break, but then confused things even more as she took £4 off the other card and then put £2 back on the other! I was asked where I had topped my cards up, I told them Winsford and I was told they probably hadn't been done properly. I was then handed my cards and receipt and the supervisor left, I left the store very upset and worried, I then called in Asda in Winsford to check my cards to ensure they were correct. The lady in CS, donna, was very helpful and explained that the cards wouldn't scan and used the key cards to check the balance. I appreciate Norhwich has just opened and will have teething problems but the CS from the supervisor was 0 out of 10. It has really upset me as I started to think I had no money on my cards, she had convinced me there was nothing on them. This episode went on for about 15 minutes, I just thank the other lady on CS for checking properly. Please make sure this doesn't happen to anyone else, it was very distressing!

To whom it may concern,
I would like to make a small complaint regarding your own brand creamy tomato pasta bake. I really enjoy this product but the lids are always on far too tight. They are impossible to open and it really upsets me that I can't have this meal when I am on my own as the jar is too stiff.
Please can you make them easier to open, I would really appreciate it and would definitely buy lots more of this product if I could open it.
I would appreciate it if you could respond to this message, as I would like to know if it is safe for me to purchase this pasta sauce again.

Sincerely,
Jennifer Howarth.
[protected]@live.co.uk

30 Whitman Street,
Wavertree,
Liverpool,
Merseyside.
L15 0HU.

I came to Asda opticians on 9/11/16 as a friend had recommended it having been there before. After purchasing some glasses for my child to a total of £99.00, I was told I would hear from the store within seven to ten days to collect his glasses. After waiting ten days to hear from the store I received a telephone call to which I had a conversation with a lady who said the glasses were in store and I was able to collect them, but I would have to wait until an optician was in to deal with the fitting and this would be another two days. This made it twelve days later on the 21/11/16. On the 21/11/16 I made a trip back to the opticians to collect my sons glasses, when I got there they were giving me the wrong glasses (same brand name) but a pair that were different to the ones I had ordered. When I questioned the staff member I found her to be quite rude, saying I will have to re order just this one time. I stated I definitely hadn't ordered these and I showed her what I had from the photos I had taken previously when I visited the store on the 9/11/16. After asking how long I will be waiting for these glasses she replied another seven to ten days, the staff were not even apologetic and I find this unacceptable for a company of this size

A bought a REMINGTON shavour out dunfermline asda store av had it 2weeks plugged it in and its tripped my electric av never used it and the shavour has never worked and it cost me £99.99 av lost my receipt tried taking it bk to the asda store a bought it from and explained what's happened and av only asked for a replacement but got advised to contact customer services what can you'd do to help me

Asda Customer relations are just terrible. I don't even understand their responses. Here is one, I quote:

"Thank you for keeping in touch. For the information that you want to know, For the information the you were asking, I am sorry but we just have the further instruction which you can sent your complaint and that is:

-Visit our web site

Kind Regards, 'name'

Asda Grocery Home Shopping Team"

When I wrote directly to Asda CEO Sean Clarke and asked that the CEO see my complaint and respond, I received the following from one of the Executive Relations Team:

"your email will not be escalated any higher as I am the highest point of contact within the business. 'name'"

Hmmm...at a loss now!

Over 2 days I've had a couple of issues. I had a ton of your beans and sausages to find only FOUR sausages which isn't what we usually get, then found only TWO plum tomatoes in a whole tin. Not once, but twice! Terrible value for money. I usually get more in both of these items. What's going on?

These are just the last two issues I've had with your quality and quantity of products.

We brought some steak mince today 9/11/16 from asda in dagenham and when we got home and opened it it's was brown in the middle of the meat as we opens and split the meat apart which was not right as it was still in date as we cooked it it didn't smell very nice...so we throw it away and wasted money on take away as the meat we brought from your store was not edible ...we are disgusted with store.surely they should be checking their meat on a daily basic and would like something done about our lose of money and had to get take away

The lift in Oxford Templar square is out order again and tomorrow it will be a week l am in a electric wheel chair and find this disgusting as the items l want to look up and the café are all up stairs and the notice does not explain why, this is not the first time the last time it was out of order for three weeks again no explanation just a note saying out of order my e-mail is [protected]@sky.com

We arrived back at our vehicle, parked at Dalton Square at one o clock, in Lancaster on Thursday the 3rd of October, to find that we were unable to exit our parking space due to a delivery van parked behind our vehicle. We were to soon find out that the driver had stopped there to make a delivery and was then unable to restart his vehicle. We then sat in our car for over half an hour waiting for a vehicle to come and jump start the van. When it finally arrived, we were soon to discover that there was no fault with the vehicle, only that the driver did not know that the steering lock was on. I find this incompetence to be highly irritating and to sit there for half an hour waiting for the van to move was quite frankly a waste of my time.

At 15.42pm 31/10/2016 i asked to see the manager as yet again disabled bays were occupied by clearly abled people.
I was accused by the fat, unshaven duty manager, paul, of shouting - he was clearly upset at being called downstairs. i suggested that if i was indeed shouting at him then this constituted assault and suggested he call the police. after a couple of minutes he delegated this task to the security guard and another manager, keith, joined him, both staring at me.
The police duly arrived after 20 minutes and after a brief discussion with the officer who mentioned that paul had said he had been verbally assaulted (lie) and that i had been asked to leave twice (lie, lie) i was then allowed to continue spending my money.
Is it asda's policy to call the police in response to a disabled person when they complain? to not take responsibility for their customers who abuse often elderly and disabled people inthis way? and if it is not, then what steps are they going to take to stop their own management ignoring this?
Answer: they employ a private company and outsource it. lesson - ignore disability bays they mean nothing, just feel-good public relations.

Ordered food using the online grocery service from Oldbury Asda for my disabled parents who are housebound to make themselves a Sunday dinner. They forgot to deliver the main items I wanted them to have including potatoes. Upon informing Asda soon after the botched delivery that they had failed to deliver what I had paid for to feed housebound customers I was informed by customer services, and then by customer complaints that, irrespective of their disability, if they wanted the items I had to pay a second time for delivery to have them delivered. It was confirmed by customer complaints that if you are disabled and want what you ordered when they miss it out of a grocery delivery then you need to be prepared to pay multiple times for your delivery if you want what you ordered in the fist place. Truly disgraceful! I will never use Asda again. I suggest others beware also.

I have been home shopping with Asda for years. A while ago the delivery started coming from Lowestoft to Flordon Norwich. In the last few months the service is awful. food delivered with the same date as delivery on. Or with only a day or 2 date. Like packs of family ham, veg, salad, fish, (we have shopped for a week)! Last week half off my shopping didnt turn up on the delivery. 2 hours to get through to Asda Lowestoft and was told will put on van for NEXT day. Surprise it didnt turn up. Another 2 hours to get through to someone as no one ever answers the telephone here. Home delivery answered and surprise again they knew nothing my missing food. Told them to refund straight away as ridiculous. 4 days later no refund. Another call to store said refund not been done, 7 days later still no refund, another call after a long wait as usual, to be told not done knew nothing about it. ! Very annoyed by this point. Finally refunded this day had to wait 3 days to my bank though. Someone people dont drive rely on this service what a joke. Also refunds need to be quicker . What is someone had no money and couldnt eat for a week as you had not delivered their food and buggered up their refund.? And the cost of the phone bills every week. So annoyed, angry, fed up that you lost my custom from this week.
Poor service, awful staff who know nothing answer the phone and do nothing about it. VERY POOR.

On the 27/8/16 at around 12:20pm I was driving along the A66 flyover in Middlesbrough (which has a speed limit of 50mph) with my fiancee and our two year old son in the car and had to change to the outside lane as a car was merging onto the A66. There was an asda delivery lorry a few car lengths behind in the outside lane doing well over 50 mph who completely ignored my turn signal and made no attempt to slow down and let me complete the manoeuvre. I was forced to speed up and swerve drastically to avoid being broadsided by the merging car and rammed by the asda hgv.

Totally disgusting and irresponsible driving which endangered me, my family and the occupants of the other car. Attached is a picture with number plate of the offending vehicle which my partner took from the passenger seat.

In the last big sale we went to ASDA Broughton and saw the one cup hot-water dispenser on sale We asked for one and was told there was none I asked if we could have the one on display but was refused it as it was not the end of the line item. Today we went to ASDA Queensferry and YES exactly the same issue so despite our protests the assistant would not sell us the display item! Why display items you have no intention of selling? Once I had to accept it but a second time come on and I know after the sale ends you will have loads for sale at the original price I think this issue needs looking at further and if you cant resolve it I am going to take the matter further .interestingly also there was a juicer on display but none out the back in Queensferry that too we were not allowed to purchase the item!To resolve this matter we would be grateful if you can arrange both items to be available for collection AT the sale price from either store or recognition of our loyalty and our inconvenience and assurance that stores in future will only display items that can be purchased even ex display items can be purchased if it is the last one in stock

Dear Asda Executive Relations,

Registered email address : [removed]

Account Reference:

I am contacting you to express my frustration with your organisation as there has been no response to my complaint. To explain in more detail I placed an order for delivery 2-4pm on 1st July. I was moving into a new house that day and had to fit around the removal van (paid by the hour). i was meant to meet the removal men at my previous house at 5pm so 2-4pm for my grocery delivery was perfect. It hadn't been delivered by 5pm so I sent an email. Hadn't arrived by 5.30pm so called. It eventually arrived at 6pm by which time it was too late to meet the delivery men. I was still charged for two hours van and man hire and also have to wait until Monday 4th July to get my belongings from my old house. Luckily the new tenants there have been ok about me storing my things while I waited for another removal slot. this has cost me both time, money and inconvenience. I have had to manage without any of my things since Friday 1st July and will not get them until after work tomorrow. The removal van hire alone has cost me £95 (twice - one for Friday 1st July and another for Monday 4th July). The person I spoke to on Friday said that I would be able to get free delivery on my next order. At the time of the phone call i didn't know that I was going to charged for my removal van and also that my grocery order was going to be 2-4 hours late. Please can I have a response to this email? If i do not get a response I will be making a formal complaint. I have never had such appalling customer service. I didn't even get a phone call to tell me know that the driver was going to be so late. If I had, I could have still met the removal men instead of waiting in for my grocery order. I have since emailed Asda a number of times. I have received one response saying that I would get a phone call. I asked if they could email me instead as I was working. I didn't receive a reply and got no phone or email. I first notified you about this on the July 1st, 2016.

It is simply unacceptable that my complaint has not been addressed and I believe the issue should have been resolved by now. I would like you to i would like to be compensated for the late delivery, the lack of phone call regarding this, the fact that i have had to pay two lots of £95 instead of just one, the lack of response from customer services, the time I have had to spend trying to sort this out. I am a student and thought by shopping with Asda I would save money and be able to buy in bulk. I have ended up losing more than the cost of my shopping because of this late delivery and not being notified. I am now formally recording all my communications and am following a guided complaints process to resolve my issue.

_______________________________________________________________________________
Customer By CSS Web () (03/07/2016 10.31 AM)

This is the second email I have sent regarding this (I haven't received a reply from the first). I placed an order for delivery 2-4pm on 1st July. I was moving into a new house that day and had to fit around the removal van (paid by the hour). i was meant to meet the removal men at my previous house at 5pm so 2-4pm for my grocery delivery was perfect. It hadn't been delivered by 5pm so I sent an email. Hadn't arrived by 5.30pm so called. It eventually arrived at 6pm by which time it was too late to meet the delivery men. I was still charged for two hours van and man hire and also have to wait until Monday 4th July to get my belongings from my old house. Luckily the new tenants there have been ok about me storing my things while I waited for another removal slot. this has cost me both time, money and inconvenience. I have had to manage without any of my things since Friday 1st July and will not get them until after work tomorrow. The removal van hire alone has cost me £95 (twice - one for Friday 1st July and another for Monday 4th July). The person I spoke to on Friday said that I would be able to get free delivery on my next order. At the time of the phone call i didn't know that I was going to charged for my removal van and also that my grocery order was going to be 2-4 hours late. Please can I have a response to this email? If i do not get a response I will be making a formal complaint. I have never had such appalling customer service. I didn't even get a phone call to tell me know that the driver was going to be so late. If I had, I could have still met the removal men instead of waiting in for my grocery order.
_______________________________________________________________________________
Auto-Response By (Administrator) (03/07/2016 10.31 AM)

Hi James,

Thanks for getting in touch about Asda Grocery Home Shopping. Your message has been sent to our customer service team who’ll get back to you as soon as they can.
For an immediate answer, you may want to take a look at our Customer Service pages to find the answer to your question.

Thanks
Asda Grocery Home Shopping Team
_____________________________________________________________________________
Response By Email (Candice Albertyn) (05/07/2016 08.35 AM)

Hi
Thank you for your email about your order.
I’m sorry that your order was not delivered on time. I too would be unhappy if I was not notified about my order being late.
We do our best to deliver all orders on time and should there be any delays, we will call customers to let them know. I’m sorry this did happen with your delivery.
I’ve checked your account and can see that a free delivery and a £5 evoucher has been added to your account as a gesture of goodwill. This voucher can used on one order within the next 60 days and can be found under the “promotions/evoucher” section of your account. I’ve called our Woking store, and spoke to Parviz, a Ecommerce Trading Manager, about your email. He advised that he will call you later today.
Thank you for contacting me. If there is anything else I can help you with please let me know.

Have a great day.

Kinds Regards

Candice Albertyn
ASDA Home Shopping Team

_______________________________________________________________________________
To
Asda Grocery
Jul 5 at 8:52 AM
I am at university most of the day then working in the evening. Can you ask Parviz to email me rather than call please? I am not happy with the £5 voucher and free delivery. Trusting Asda has cost me much more than that. I am a student who also has to work in order to get by. I cannot afford to waste any of my money - especially when it is beyond my control. Also, the customer service has been appalling. My first email was sent last Friday and this is the first response I have had - on the Tuesday.
James

Sent from my iPhone

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To
Asda Grocery
Jul 6 at 5:37 AM
Again - no phone call or email.

Unbelievable.
James

Sent from my iPhone

_______________________________________________________________________________
To
Asda Grocery
Jul 7 at 11:13 AM
Can you tell me what I need to do to get a response regarding this issue? What is your formal complaints procedure?
I intend to print off all my attempts at communication and attach them to my complaint. I really am gobsmacked.

James

Sent from my iPhone
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I received an email on Sunday offering £10 e-voucher and delivery pass for one month. I replied saying this was unacceptable. I am a student and only do an online shop every two or three months and so the delivery pass is of no use. The £10 e-voucher can only be used online and with an order of over £40, on top of that I would have to pay for a delivery. This 'compensation' is of no use in this form.

Address: [removed]

Hi I had two small plastic bags which are in the fresh fruit section them little clear flimsy bags on which I placed a couple of items I had purchased from the self checkout then kayliegh come rushing over very rudley an childishly saying I have to pay for them 5pence each no bags are free so she got me a 6pence bag which is a desgace to pay to advertise your shop but that's a different subject. So If I had fruits in these 5p bags would they be free ? I had to transfer my items into a 6p bag why she watched its discusting having this authority over our shoulders why we shop

went into Tunstall branch at about 8.30 this morning, couldn't find the childrens shoe size i wanted, looked for an assistant but couldn't find one in any of the clothing area or dvd area, went to customer services, no one was there, the woman on the lottery part just completely ignored me and carried on messing with scratchcards, found an assistant who told me in broken english that he doesn't work on that section and to look for someone about 9 o clock.., worst shop ever, i just walked out.