Opiniones de Asda

Opiniones de Asda

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Customer Service team has lost them a customer

For the past 2 years I have been happy with the delivery service from my local Asda, and I have been using their delivery pass, which if you paid £15.00 that covers your delivery for 3 months. However when this expired it was due to auto renew, but as my card details had changed they were not able to take payment. After I received an email I contacted them (this was 3 days after the email was sent as I was away). Should have been a simple call - 'here are my new details and I am happy to carry on'. But no, I was told that the offer has gone and it will now be £24.00. NOTHING in their email to me said I had a time limit to reply.

As I was not happy I asked to speak to a manager - A manager called back and his attitude was worse than the first person and could not care less that they were about to lose a customer. Again I was told that they was nothing they could do. I asked speak to their manager, and was told this was as high as I could go.

Due to the attitude and the very poor way I was treated by their Customer Service team, Asda have now lost me as a customer.
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Not at all a hassle-free experience, never again!

Very disappointing service and Terms and Conditions that shouldn't comply with trading standards.
Received a number of substitutes eventhough I selected no substitutes on the website.
The items ordered were on offer at the time I placed the order and the offer was still current on the website yet it didn't feature on the delivery note so I ended up being charged £10 more than what I thought I paid. Customer services said that they'll arrange a refund in 5 work days but confirmed that the price of all items isn't guaranteed so if you place an order on Monday and an item is £1 or on offer for 2 for £1 and you've arranged a delivery for the following Monday when the price has gone up to £2 or the item is no longer on offer, the customer ends up paying for a lot more than they anticipated. It seems as a customer you are totally not in control that 1. You'll receive what you've ordered 2. How much you'll be charged!
It's safe to say I will never be ordering online from asda again!
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excellent service

I pre-ordered a book and I was informed every step of the process and it has arrived today. I am really pleased with Asda.
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asda direct, never again

Bought a patio set with good reviews"wyndham" a few week ago. 2 of the chairs were damaged so asks Asda to sent 2 replacement arms. Was told to box it all up and a new set would be sent when they recieve the returned set. So far so good.
Curriers arrive a few days later@ 06:45 to collect the set but thier van was rammed full and could not get a newspaper in it. Was assured it would be picked up same day. Never did !!
I spoke to Asda again and explained how dissappointed i was and told them I would keep the set if they offered me a discount, they offered £20, not even enough to cover the postage !!
I rejected the offer and told them to give me a full refund and cancel the order. They eventually picked the set up after 2 weeks and I am still awaiting a refund.
To be honest the set was not that good but the reviews were great ?
I tried to review the set on Asda web site but it has been rejected twice, looks like they only want good feedback,
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Picking staff letting down delivery drivers

I shop weekly online with Asda, and spend a lot of money each week. How is it possible that on an almost weekly basis a pizza, which is made in the store, is substituted for something completely unsuitable. If I order a 14 inch pizza that generally means I want a 14 inch pizza, if I wanted a 10 inch pizza I'd have ordered one! This week the picking staff excelled themselves, I ordered 2 14 inch pizzas and received 2 10 inch pizzas, how hard can it be to work out quantities? I also ordered my usual, weekly, 6 pints of milk and received 4 pints of milk, again, how difficult is it to work out that 4 and 2 make 6, my 3 year old nephew knows that! My New Year order of 2.5 kilos of roast beef was substituted for 500g or boiling beef! Seriously, that's a complete joke!
The poor drivers turn up at my house on a WEEKLY basis apologising for the inadequacies of the staff picking the shopping, how can that be good for their morale? It's really getting beyond a joke, take the money every week with no consideration for customers of customer service. Happy to help who, not me, that's for sure. I think it's time Asda took a long, hard look at their management structure as they're obviously not taking time to supervise their obviously clueless staff.
Thoroughly disappointed by this, it's gone on too long and no one cares as the money is in the bag.
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Disgusting attitude of staff!

The staff on the pizza section of the Sutton in Ashfield Asda are the most rudest people I have ever met! Rolling their eyes, giving attitude and bad mouthing customers! Also, IF I WANT DOUBLE TOPPINGS, I WILL ASK! DONT JUST ASSUME AND CHARGE ME EXTRA. Scamming customers out of money! Never have a problem with any other Asda. Please sort this out. You have just ruined my Easter weekend. And me and my family will not be returning here!
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GARBAGE

will never use this company again the after care service is non exsistent
damaged goods and after numerous phone calls still got the damaged goods
beware buy from asda at your own risk
this firm should carry a health warning
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Asda Liverpool a disgrace ..Mouldy Cheese/,short shelf life food

On Wednesday 16TH of April I was delivered 2 lots of mouldy cheese,call Center is in Cape Town South Africa lol.
Nobody is bothered.The calls I have made to get through to all the different numbers so I don't get South Africa call centre have cost more than the cheese.
I actually managed to find a number for Head Office I think I got it from the 118 site and spoke to a woman who said that is really bad MOULDY CHEESE I will get back to you,nobody has.
I also told her about the short shelf life we online shoppers get from them.
ie a big bag of red and green peppers with a 2 day shelf life, butter with a 4 day shelf life, Sausages that had to be eaten in 2 days,rotten inside peppers 2 packs of roast beef that had to be eaten in 4 days and much more and now the mouldy cheese.
That is my last shop now never again.They are so not interested is unbelievable.
I am furious.How do they get away with it I will never know.Do they not read these reviews of which are all over internet.
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worst customer service ever (and they don't care about credit-card fraud)

So my credit card was cloned and used to buy goods online at Asda.

You might think Asda would want to help catch a fraudster but apparently not.
Customer services (who couldn't even get my name right) wouldn't help me trace the fraudulent transaction.

They didn't have the information and would not tell me who, in the company, might be able to help. I've got no right to any information about a transaction made with my credit card details (such as what products they bought with my money, what address was used - I thought you had to be able to give a verified billing address to shop online)
ASDA take fraud so seriously they didn't want to know any details about the transaction so they could trace it themselves. (You might have thought they would want to deter fraudsters from shopping with them but, again, apparently not)

ASDA's complaints procedure begins and ends with a customer services rep logging my complaint which he told me would be followed up even though I will never hear anything about it ever again.

So I won't be shopping as ASDA again. The fraudster, I'm sure, will but at least they will be using someone else's credit card details and not mine.
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Can`t fault my online grocery shopping

I realise that not all people have good experiences with online shopping but I really cannot fault Asda`s grocery deliveries. They arrive within the designated time & have only once had to accept a substitute which was ok. Their drivers are always polite, friendly & helpful, unload quickly and I couldn`t ask for more than that. It costs me very little for this service & I am very grateful to them.
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Asda in Folkestone - worst shop I have even been in

I popped into Adsa Super Store in Folkestone for the first and last time last week - it seems to be only interested in the unemployed, or in people who can shop during the day. Since it is open until 11pm and I was there 4 hours earlier at 7pm - the manager should be seriously questioned why the store was in the state it was. It was only 7pm and I went to the pizza deli - no sign at all to say it was shut (and considering the store is open until 11 it didn't occur to me it might be closed). I stood there like lemon for 10 minutes waiting to be served until a member of staff came out of the back and when I asked if anyone was serving she looked at me as though I was an alien - it was after all 7pm. I gave up on pizza and went to the fish counter (the fresh one was again closed) the prepacked fish counter was blocked by 2 large pallets of soft drinks - so that's now no fish and no pizza. So I then move on the fresh bread stand - this one is blocked in by 2 pallets of crisps stopping access to the bread. At this point I just gave up - what is the point is having produce in a store that you don't allow the customers to access. If it was near to closing time I could understand but this was 4 hours away and the shop should not have resembled a warehouse.
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WILL NOT BE USING THIS COMPANY AGAIN!!

I did an online shop at Asda on Friday afternoon and booked it in for delivery for Saturday morning between 7am-9am, delivery turned up no problem. However, just by luck I happened to look inside the bags and found out that instead of sending me 4 chicken pies, 4 steak pies and 4 sausage rolls they had decided to substitute these items with 3 loaves of bread?? Who on earth picks the items for them? Also I noticed my shopping came to less on the delivery documents but they have still charged me the full amount, definitely not using again.
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ASDA - Are we really better off? NO!!

In my prolonged experience with ASDA Customer Services, the answer to this question is an unhesitant and resounding NO.

To shorten a long and convoluted story, I received the delivery for an order (Order No: 14630751543) I placed online on the 23rd of January. I was recovering from a back injury at the time, and the gentleman who delivered the order was kind enough to carry it into my kitchen for me. After I received the paperwork and he had left, I began checking the contents of my order against the paperwork, and was shocked and dismayed to find that about HALF the items had been left out of the order, items which I had still been charged for... And, even more horrifying, the amount charged on the paperwork does NOT correspond to the amount that ASDA had debited from my bank account.

I have now made FIVE unanswered and totally ignored phone calls to ASDA regarding this. Each time I hear promises and promises from the charming, yet totally moronic, “Customer Service Advisors” who assure me that a manager will ring me back, and then attempt to pacify me with more promises of compensation in the form of e-vouchers – “the voucher will show up automatically on your account”. Well, the “e-vouchers” are yet to appear, and, surprise, surprise, I am still waiting. It is now almost three months since this happened, and I am now not very optimistic that I will ever get a reply. I have NEVER in my life encountered such a useless Customer Services Department. I am absolutely revolted and disgusted with ASDA. In essence, they have STOLEN money from me. I have been charged for items that I had not received, and now they just stubbornly ignore it.

I urge other consumers to exercise extreme caution when online shopping at ASDA, and be certain to check the paperwork against what is taken out of your bank account afterwards. Personally, I will never shop at ASDA again, and I actively encourage people not to shop online at ASDA either.
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Absolutely appalling

Home shopping service.

Driver was late, no phone call to advise of delay to service. Driver then lied to me as to whom is responsible for reporting the delay i.e. he blame head office, head office blamed him. Always a sign of a quality outfit when no one accepts responsibility.

Then a dozen or so items missing. 14 phone calls and over 13 hours later issue resolved.

Never, ever again will I use this incompetent, disorganised, miserable excuse for a 'service'. Thoroughly, thoroughly useless.
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Worst Online Shopping experience ever!

I ordered 2 dinner sets, which not only arrived late but also with one of the plates broken... this is the conversation I had with customer services:

CS:
Thank you for your email about the damaged plate.
I'm sorry you received this part of your order damaged. I'm disappointed to know this has happened. This is certainly not the experience we wanted you to have.
I'm unable to have a replacement send out a replacement. You're more than welcome to return the dinner set for a full refund to a local Asda store. Refunds take 3-5 working days to show on your PayPal account or I can attach a goodwill gesture of £2.00 if you'd like to keep the dinner set.
Thanks again for contacting me and if there’s anything else I can help you with, please let me know.

ME:
I ordered the dinner set online because I have no local ASDA store close, so if I have to go to an ASDA store to return it, it will cost me more money on one side but also I will have to buy another one there and bring it home with me which looses the purpose of having an online shop.
If I accept your £2 'goodwill gesture', I will have a dinner set with one plate missing, which is not what I ordered.
Considering I bought 2 dinner sets and one of them arrived perfectly fine, it tells me that either the messenger didn't carry it with enough care or the plate was already broken when it left ASDA premises as there was a piece of sellotape kind of holding the pieces together. I sent you pictures in my previous message.
So, from my point of view, I think it's quite fair that I ask for a replacement plate and I can always send you back the broken one with your messenger.
Doing that will definitely improve the client experience and will show me that I can buy from ASDA more often.

CS:
I'm sorry you're not happy with my response. I can understand that you expected to receive the dinner set in a good condition.
I can confirm the only options available, is to return the dinner set to your local store or via a Collect+ point, you can locate your closest outlet by following this link www.collectplus.co.uk/asda.
We're unable to send a replacement out.

ME:
So, you are telling me that the only solution you've got is for me to go and return the items to any of your locations because you're unwilling to send one plate???
Is that correct? So, you're telling me, even though it wasn't my fault, I have to carry the whole dinner set to one of your locations, return it, wait for you to get it at ASDA to review, then wait to get my money back, then order again the set (as I will have 1 dinner set less), pay for delivery, wait again for it to arrive and pray for it not to be broken because otherwise I'll have to redo the whole process again???
Is this for real? And you think it's right that a company the size of ASDA should treat their clients like this???
We're talking about 1 plate for god's sake! It's not like you're going to glue the one I have and resell it, you'll just replace it with another one in your warehouse, so just send me 1 plate replacing the broken one and i'll send you the broken one...
I just can't believe this is becoming such a pain! It's only 1 plate! You'd rather loose a client than replace the one plate... Unbelievable! Business must be going real good...

CS:
I'm sorry you're not happy with my response.
These dinner set are not sold in loose pieces. Therefore we're unable to sent out one plate. We don't do exchanges on these items. The customer needs to return the item for a full refund to a local Asda store or via Collect+.

After this, you can decide if you still want to buy from ASDA or look elsewhere... I will definitely look elsewhere next time!
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Totally useless, why not say out of stock on website instead of just sending substitutes!!

For the second time my ADSA order have been 60% full of substitutes, why have an online site if it never has the products to deliver! Surely better to put an out of stock indicator like all of the other supermarkets do. I will never bother ordering on line from them again a total waste of delivery charge !!!
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Waited Saturday didn't arrive...

Waited Saturday, didn't arrive, also there site seem dodgy, Yodel didn't communicate anything... 100% stay away from these.
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Never had a problem

Prices are good, we shop here very week for the past 10 years. Never had a problem with this company.
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customer service INEXISTENT

I've never had problems with ASDA but the last 2 deliveries were a nightmare!
The 1st one did not take place during the time slot booked and nobody was bothered to inform me. Phone lines were CLOSED after 8pm so couldn't reach them (now they're supposed to be open until 10:30pm but they're 24/7 BUSY).
I phoned ASDA the day after and I was told my order was cancelled! I live by myself and no one else has access to my log-ins, or orders online, so that was clearly a LIE from customer service, as probably the driver got lost...

Two months later, I order again, and specifying to PHONE me if delivery would be delayed, as I had to leave the house. Delivery took place after HALF AN HOUR from the end of the slot of time booked, no one phoned to tell me, the driver called me AFTER the deadline, when I was already panicking because I couldn't get through a customer assistant (40min holding) and my order resulted DELIVERED on the website!
When the driver called me she told me she got lost... I had to step out from my apartment while at the phone with driver, search for her as she could not find my street.... We eventually met up somewhere in the area and walked home together...

For this order I had a £10 e-voucher which has been applied before payment, but by checking on my bank statement I can see they took the whole amount!
Needless to say I'm trying to phone them (nearly 1hr holding) and lines are busy.

Don't waste your time sending e-mails (as I'm doing...) because no one is bothered to reply.

ASDA customer service SUCKS.
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Lack of People skills (Small Heath, Birmingham)

I approached a staff member at the petrol kiosk to inform her that the car jet wash she had directed me to wasn't working. She was vile and rude. My advise is don't approach the petrol cashiers when they are outside the kiosks - for some strange reason they think they are going to be robbed !!!

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