Asda Customer Service Issues

I have been waiting for a refund for a month now. Every time I contact the company, I am directed to someone in the Philippines who explains the 10-day processing time for a replacement gift to be emailed to me. Despite waiting for the specified period, I am still waiting after a month. Initially, I was informed I could resolve the issue at a nearby Asda Living store, but upon visiting, I was informed I could not. I grasp the company's policies, but the prolonged wait is now exasperating. I desire to lodge a complaint and have this matter investigated. Today, I spoke with an individual in the Philippines who assured me it would be addressed, yet I am uncertain about the outcome as my patience is wearing thin.

I recently shopped at Asda Portrack Lane in Stockton and spent £79.18 after my blue light deduction. However, I had trouble with my reward card not loading, even though I had my password saved on my phone. When I attempted to log in again, it said my details were not recognized. After changing my password, a message popped up saying my session had expired. Due to the delay, I ended up paying without receiving my rewards. Later, I tried loading my card again before leaving the store, and this time it worked. I visited customer services with my receipt and showed them that the rewards were not added. However, I was informed that the points couldn't be added after leaving the till. This differs from other loyalty programs where points can be added on a subsequent visit or online. I found this surprising as I hadn't even exited the store. Is this the standard procedure for your loyalty scheme?

Hello, I'm Vicky. I placed a food delivery on August 17th (order number [redacted][redacted]). Unfortunately, it was canceled without prior notice. Despite calling customer service, I wasn't provided with a reason for the cancellation. This left me in a tough situation as I had to rely on my parents to do the grocery shopping for my children since I work during the day and couldn't do it myself. Subsequently, I made another food delivery order today, September 8th (order number [redacted][redacted]), with a delivery window between 8 pm and 10 pm. By 10:15 pm, the order had not arrived, leading me to contact customer service once more. I was informed that there were no available drivers to deliver my order, and after a discussion with a person named Harry at the Eastbourne store, they decided it would be delivered the next morning (September 9th). Unfortunately, I explained that I work and wouldn't be able to receive the order in the morning. I emphasized this several times as I rely on the food for breakfast and packed lunches for my children. It's frustrating that this has happened twice now without receiving any prior notification of the cancellations or issues. I am disappointed with the service provided, and I believe I will be closing my Asda account and seeking a more reliable alternative for my grocery needs.

A month ago, I returned my ASOS order to the ASDA store in Perth, Scotland. Unfortunately, the ticket machine was not working properly at the time, so I did not receive a return receipt with my return order code. ASOS now requires proof of the return, but without the receipt, it's hard to resolve the issue. I've reached out to ASDA multiple times, but they claim they no longer have the parcel. I'm facing a potential charge of £60 for items I returned. I am seeking a full refund from ASOS, but they insist on the proof of drop off. If ASDA can't provide this documentation, I may need to escalate the matter. Uncertain about what kind of proof can be obtained since the parcel was handed over and then shipped to ASOS by ASDA.

I am having trouble with my card details on the Asda website. Despite having enough funds in the bank, my payment is not going through. My wife and I, both in our 80s and in self-isolation, rely on Asda for our groceries. We have tried updating our details and password, to no avail. This has put us in a difficult situation as we are running out of food and struggle to get through to customer service. The bank is puzzled by the issue and believes Asda should assist promptly, especially considering our age. We prefer shopping at Asda and find the online platform user-friendly. We urgently need help to resolve this payment problem to avoid going without essential supplies. Being elderly during these challenging times is not easy.

While shopping at Asda this morning, I purchased a deodorant, Asda's blackcurrant cold and flu remedy, and two packs of paracetamol. However, at the checkout, the cashier stopped me and mentioned that the deodorant couldn't be sold to me due to some connection with Russia during its manufacturing process. This puzzled me as the item was available on the shelf. Additionally, I was informed I couldn't purchase both packs of paracetamol as they contained the same ingredient. Although I understand the reasoning behind this policy, the situation made me and my friends uncomfortable. Despite one friend offering to buy the paracetamol, we were reported to security, and the cashier's attitude made me feel like a criminal at 72 years old. As a result, I will not be returning to Asda due to this upsetting experience.

I had an ASDA delivery on Tuesday, September 20th in the evening. Even though my order was scheduled for 8:00-10:00 pm, it didn't arrive until 11:25 pm. By the time I finished unpacking, it was midnight before I could get to bed. I usually wake up at 5:30 am for work, so I ended up with very little sleep, overslept, and was late the next morning. I'm disappointed with the service. I received a text informing me the driver would arrive at 10:10 pm, but he showed up over an hour later. When I inquired about the delay, the driver explained that the orders were mixed up on the van, and he had to go back to sort it out. I don't blame the driver, as I assume he wouldn't intentionally mix up orders. I eagerly await your reply. - Marty H.

I recently missed out on my Asda rewards due to a new staff member who incorrectly processed it at the checkout. I had patiently waited to do my major shopping, reaching the required milestone with Star Buy offers and additional discounts. Seeking guidance from the employee on how to use my rewards card, I followed her instructions but unfortunately lost out on my rewards. When I shopped again, a different staff member explained the correct procedure, which the previous day's assistant had not followed, causing me to miss out. Despite feeling embarrassed by the incident, I was informed that it was simply bad luck. Understanding that the process might be complicated for some, I would like to know how this issue can be resolved. I have a receipt available if needed. Thank you for your attention to this matter. Regards, Cheryl B.

I recently placed an online grocery order for 3 types of meat and a multipack of crisps. Unfortunately, the email I received stated that these items were unavailable but mentioned that I hadn't been charged for them. However, the money was still deducted from my account, and I was informed that the refund could take up to 5 days. This delay in refunding the unavailable items has left me without the necessary funds to buy replacement food. As these specific items were marked as unavailable, I find it frustrating that I was still charged for them. This situation has caused me to go without Sunday lunch and Monday dinner, putting strain on feeding my family, especially during these challenging times. As a result, I am hesitant about using your services again in fear of a similar occurrence.

On the 26th of September [redacted], around 8:25 pm, I visited Asda in Chadwell Heath to purchase eggs. While scanning them at the self-service machine, a group of approximately six Asda staff surrounded me. Without directly addressing me, one of the employees informed me that I could not buy more than three packs of eggs due to company policy. When I inquired about the policy and its display, she showed me her mobile phone and threatened to call security and ban me from the store. She identified herself as the store manager, Christine, without wearing a name badge. The encounter left me feeling threatened and uncomfortable, making me hesitant to revisit any Asda store. It was a distressing experience, and it has changed my perspective after previously recommending Asda to family and friends. I would appreciate a thorough investigation into this matter and hope that the individual involved gains awareness of their poor customer service. Thank you and kind regards, Saj

After finishing my self-checkout at Asda Brighton Marina, I attempted to use the Asda Rewards App. However, the app kept closing itself on my phone without granting me access to any rewards. Despite seeking help from multiple staff members while connected to the store's Wi-Fi, the issue persisted. This was frustrating as I had just spent £80.82 and missed out on the Loyalty Benefits advertised throughout the store. Upon returning home, I could finally open the app, but it was too late to redeem any benefits I might have earned. It's disappointing and disheartening. I am willing to provide a copy of my receipt if necessary. I hope to receive a response soon. - K. Prescott

I visited Asda today to use my rewards vouchers but the system crashed at the checkout. I had loaded the vouchers on my app, and now I have 30 days to use them. I had £27 worth of vouchers but ended up spending more on shopping because I relied on them. When I used Scan & Go, I realized the vouchers were not deducted. The staff did not notify me of the system crash and were impolite when I asked about it, suggesting I return items. As a person with a disability, I find it challenging to shop, and Scan & Go helps me. The manager was unhelpful and directed me to customer service. I finally reached a helpful lady who was cut off during our conversation and did not follow up. I am upset about losing the vouchers before my holiday and the lack of responsiveness from staff at Asda.

I called on Sunday, September 25th because my Asda order was delayed due to a van breakdown. I had to contact customer service myself to resolve the issue. After speaking to a representative, I was informed the refund would be processed for the order. I then reposted my food order for Monday, spending an additional £[redacted] due to the failed delivery. After waiting five working days, I had to call again to inquire about my refund, only to discover it had not been processed. I was informed I would have to wait another five days for the refund. This delay is unacceptable. I expected my refund to have been resolved by now, as it has been over 10 days since the failed delivery. I would like this matter addressed promptly and the person who promised the refund on Sunday to be reprimanded. It is difficult for me financially at the moment, and waiting for over ten days for a refund that I never received is unjust.

Hello, I am extremely upset and disgusted by what I witnessed today at one of your Asda stores. I have recorded the incident on video. There is more to the story. A young lad allegedly stole from your store. The security guard apprehended him, and the young lad returned the bag and apologized. When another security guard arrived, instead of escalating the situation, the young lad remained calm as they talked. Suddenly, three mixed-race security guards intervened and started physically engaging with the young lad. They used inappropriate racial slurs and phrases towards him. Despite attempts from onlookers to stop the situation, it escalated into a physical altercation. I have the entire incident captured on video. I am considering involving the authorities or the media, but I wanted to give you the opportunity to address this first. Thank you, Sam.

Hello, I encountered an issue while using my rewards card in-store. Despite helpful staff, I couldn't resolve it, even after changing my password multiple times. I spent £[redacted].03 that day but later deactivated the app at home. I was hoping to claim my rewards after the purchase, but struggled to reach an agent. When I finally did, they were hard to understand and the call got disconnected. After reconnecting, I was asked to email a photo of the receipt, but I never received any instructions. I am disappointed with the service and believe there should be a more efficient process for agents to access and transfer rewards. I hope this matter can be resolved promptly. Thank you. Sara B.

Today around 9:40 am, I visited Asda in Spondon with my baby in her car seat. I only had a small trolley as I didn't plan on buying large items. While browsing, I decided to purchase two air fryers. A staff member kindly took them to the customer service desk for me as I couldn't carry them. After paying for my items at the customer service desk, I placed the air fryers in the trolley and balanced my baby's car seat on top. As I was leaving, the trolley abruptly stopped, jolting my baby. The security guard had intentionally applied the brakes without a valid reason, causing unnecessary distress. I was accused of not paying for my items, but this could have been addressed differently without endangering my baby. I am appalled by this staff member's actions and lack of apology. Such behavior towards customers and infants is unacceptable and humiliating.

Yesterday, I checked my Asda account online and noticed that the Dorset Cereal's Simply Delicious Muesli 650g (blue packet) was marked down to £2.50 from £3.20, along with the Simply Fruity Muesli (green packet). I went to the Asda store in Hollingbury, Brighton, and purchased 4 of each product. However, at the checkout, I was charged the full price for the Simply Delicious blue packets. Upon raising this issue with the Asda supervisor, I was informed that the product was no longer on rollback. Despite this, I proceeded with the purchase and have the receipt as proof. To my surprise, today I discovered that not only is the Simply Delicious Muesli still on rollback online, but it was also on rollback at the Asda store in Brighton Marina. As a regular shopper both in-store and online, I believe this discrepancy is below the standard of service I expect from Asda, especially considering I had discussed it with the supervisor in-store. Regards, Andrew

I encountered pricing discrepancies at the ASDA Isle of Dogs branch. When items didn't ring up correctly, the staff member couldn't leave the till to check. I requested to cancel, but later noticed multi-buy discounts weren't applied. After a lackluster response from another staff member, I left my items at the self-checkout in frustration. A more helpful staff member tried to fix it but still overcharged me. The handling of the situation showed a disregard for customer satisfaction, leaving me shocked as a fellow customer service worker.

I am a regular shopper at your Kingswood store in Hull, where both my son and I, who are disabled and have blue badges, often face challenges finding parking spaces due to delivery drivers from the McDonald's in the store occupying the disabled spots. This issue becomes particularly problematic in bad weather. Despite addressing this with store security, it seems challenging for them to manage consistently. Just today, on 7/10/22, I encountered a delivery driver taking up two disabled spaces. Accessing our vehicle is essential, and the lack of designated spots hampers our shopping experience. I recall a time when a parking attendant helped prevent such incidents, but currently, the situation seems unregulated, with convenient parking leading to misuse by customers looking for quick access to the shop.

I recently joined Asda and signed up for the reward card system. Today, during a shopping trip at the store, I spent £[redacted] and tried to scan my card with the app, only to find it locked. Despite multiple attempts to reset my password, I did not receive the promised email with a number. When I approached the customer service desk after being unable to rectify the issue at the till, I was informed that it was too late as any problems needed to be resolved before payment. This experience was worsened by the crowded store aisles due to staff refilling shelves, forcing me to navigate around cages. The lack of assistance at the customer service desk at the metro centre store left me feeling frustrated, especially since I still haven't received the password reset email.