Asda Customer Service Issues

I placed an order for food delivery on 8/10. The delivery included numerous items that I did not order and do not need. What should I do with the following items: 1. breaded chicken burgers - 2 packs; 2. Italian inspired salami & cheese - 1 pack; 3. 8 sausage rolls - 1 pack; 4. Cheese & tomato snack pizza - 3 packs; 5. 15 Yorkshire puddings - 2 packs; 6. 50 cocktail sausage rolls - 1 pack; 7. Mixed vegetables - 1 pack; 8. Under the Sea cod & vegetable - 1 pack; 9. Whole chicken - 1 pack; 10. British milk 6 pints - 1 bottle; 11. Mushrooms - 1 pack; 12. Vanilla flavour ice cream - 1 pack; 13. Strawberry cheesecake - 2 packs; 14. Cauliflower - 1 pack; 15. Broccoli - 1 pack; 16. Green beans - 1 pack. However, my order was missing: 1. Asda fruit juice orange-3 pack; 2. Pampers baby dry size 3 - 1 pack; 3. Princes ham pear - 4 pack. The mix-up is disappointing, and I am reconsidering ordering from Azda in the future.

Last week, I bought a 30p bag for life at the store, but the handle broke immediately. When I returned a few days later, I inquired about reusable bags and the checkout lady kindly offered me one for 55p. Today, I visited again and asked for a reusable bag at the self-service checkout. The attendant initially claimed they were out, but I mentioned they are usually kept in the cupboard. He responded rudely, stating they are only for fresh meat purchases. This was baffling as I only bought three bottles of bleach and needed a sturdier bag. I am perplexed by Asda's conflicting message on reducing plastic use while staff push plastic bag sales. It seems counterintuitive to promote sustainability while selling flimsy bags.

I have relied on Asda's online delivery service for my groceries due to my struggles getting to the shops because of fibromyalgia. However, my recent orders have come with peanut-containing substitutions, triggering my severe peanut allergy which is contact and airborne. This happened twice, once getting Crunchy Nut cornflakes instead of Frosted cornflakes, and then receiving Reese's Peanut Pumpkins instead of a Kinder Bueno. Since Uber drivers handle the deliveries, I can't return the items, and dealing with peanut products puts me at risk. I used Asda's website for the orders, not the Uber app, so I believe I should be able to return substitutions. Due to these safety concerns, I'm hesitant to use Asda's online services in the future. - N. Miles

My partner and I experienced an upsetting incident yesterday, 21/10/[redacted], at the Asda store in Felling. We were accused of skip scanning and subjected to a thorough check of our £90 worth of shopping. We visit this Asda location regularly, spending between £80 to £[redacted] three times a week as a family of 8. The embarrassment was intense as other customers observed the ordeal, making us feel like suspected shoplifters. Although the store assistant apologized for the misunderstanding, it doesn't erase the public humiliation we endured. During the check, items were mishandled, leading to damaged products upon returning home. CCTV footage will substantiate our experience. As long-time loyal customers, we are disappointed by the treatment we received. I am requesting to file a formal complaint and seek compensation for the damaged goods and distress caused. Thank you for your attention to this matter, and I eagerly await your response. Sincerely, Paul J.

As a holder of the Defence Discount Service (DDS) Card, issued by Blue Light Card Limited, I have noticed that many retired forces personnel prefer the DDS Card over the Blue Light Card. However, there seems to be confusion at Stevenage Asda regarding whether the DDS Card is eligible for the 10% discount given to Emergency Services, Care Sector, and H.M. Armed Forces personnel. The discrepancy between the two cards' benefits is causing uncertainty among customers. It is important to clarify whether the DDS Card holders are indeed excluded from receiving the discount at Asda, as this discount is significant for many individuals facing rising living costs. It might be helpful for the staff at Asda to understand that both cards are issued by the same organization, and typically, the benefits should be similar across the board. A quick online search for Defence Discount Service and Blue Light Card will confirm their association. Sincerely, T. Clark

I visited Asda Watford on 26/10 to return a George jumpsuit that was gifted to me. The jumpsuit is unworn and still has the tags attached. Unfortunately, I do not have the receipt as it was a present. The item is priced at £20. The customer service assistant mentioned that the item is not in the system, therefore, she could not provide a refund onto a gift card. I am only returning the item because it doesn't fit, and I couldn't find a bigger size in George. If the item is no longer being sold, why am I unable to receive a refund for it when it is in good condition with all tags attached? I am willing to send photos of the item if necessary. I am disappointed to be left with a gift that doesn't fit me.

I placed an order today with order number [redacted][redacted]. It was scheduled for delivery between 11-12. I phoned around 12:30 to inform them I was on my way, but was told I couldn't cancel. Despite being in a rush for a charity event, I had to stay home as the order was already on its way. I called again after an hour, only to be informed that the driver had canceled my order without a clear reason. I waited an additional 2 hours before learning this. I am disappointed with the lack of communication as I was initially told the order was en route and couldn't be canceled. Even now, the order tracking still shows "delivery in progress" after 5 hours. I have never faced issues with Asda before. No cancellation email was received, and the app still indicates the order is on the way. I explained my situation over the phone due to a charity event, yet I was informed the order couldn't be canceled unless I called back. Now, I must wait 5 days for a refund without receiving any groceries. I inquired about getting the order delivered later today, but was informed I would need to pay for a new order. This would have cost over £[redacted] while awaiting a refund. I am puzzled why the already scheduled order couldn't be delivered later and why a fresh payment would be required. Thank you, Leanne V.

I purchased a tin of red kidney beans labeled as "Just Essentials" to add to my chili con carne on a tight budget as a recommended item. Upon opening the tin, I discovered it contained spaghetti hoops instead. It's worth noting that the tin had to be opened upside down, with the thinner part at the bottom and the thicker edge at the top, making it both mislabeled and inconvenient to open.

I visited your Highbridge store this evening and encountered an issue when the Sicilian Lemon Cheesecake did not scan correctly. The fast checkout staff member, Max, was helpful in arranging for a colleague to price check the item. However, there was a discrepancy as they initially priced it at £3, claiming it was an "extra special" item. Despite my insistence that this price was too high, there was a disagreement. Upon verifying the price online, I discovered it should have been £2.50, not the £3 that Max had insisted on. This led me to feel overcharged and unsatisfied with the customer service experience. My concerns are threefold: First, all items should be correctly listed in the product database for accurate scanning. Second, staff should make every effort to ensure the correct pricing. Finally, customers should be treated with respect and not talked down to. This experience has made me hesitant to shop at Asda in the future unless there are improvements in customer service and staff training. I hope this feedback reaches the Highbridge branch and is addressed with Max. Sincerely, C.W.

I visited my local Asda today wearing my work uniform as a carer. I noticed that they were still running the blue light card deal, so I decided to buy a few items for my grandkids and a new Christmas tree. I carried these around the store myself. At the self-checkout, an Asda employee asked for ID when I showed my blue light card on my phone. Even though I showed her my work ID badge with my name, job title, and photo, she insisted I needed another form of ID like a bank card. Since I work in the community, I don't carry a bank card for safety reasons. I feel disappointed that I had to leave behind items worth £67 that I had intended to buy.

I went to the Asda store in Newton Abbot, Devon earlier today and used the self-service checkout. I paid with my Visa debit card and opted for £30 cash back. Unfortunately, I accidentally left the £30 cash in the machine. I've been trying to find the customer service number for the store without success. Today, I can't make it back to the store to talk to someone at the customer service desk. Is there a specific customer service number for this store? Every time I try, I keep getting redirected to the options menu, which doesn't address my particular problem. My only aim is to contact the store's customer service to inquire about the missing £30 cash back.

I had an accident at Asda Oldham Hollind Road around 09:45. Boxes fell on me from a stock cage in the freezer aisle, causing injury to my leg. A staff member checked on me, but I was in shock. My leg is now very painful, and I have photos if necessary. Please ensure staff stack cages safely to avoid future incidents. While considering legal action, improving staff training is crucial. A goodwill gesture and a commitment to health and safety training are all that is needed. Having retail experience, I understand store operations, and a £[redacted] store gift card would be a suitable resolution.

I went to the Tilbury branch today and found an item in the reduced section. I asked a gentleman working there about the price, but he was initially evasive, mentioning his manager was absent and he couldn't confirm the price until the next day. I suggested checking with customer services for the price. As I shopped, I noticed a helpful lady with a price machine and asked her to check. She pointed out the man I had spoken to earlier as the manager when she tried to call for confirmation. However, at customer services, he avoided me and didn't address the issue, which left me feeling offended by his unprofessional behavior. His name is Nick in the Home & Garden department.

I visited your Dumbarton store last night and was disturbed by the comments made by a staff member. I confronted them, and they were rude once more. Upon requesting a manager, the staff member quickly changed their tune after speaking with another employee. Initially, I was denied my blue light discount, even though it was in date and I had other forms of identification. After persisting, the staff member eventually relented. Accompanied by my partner, we traveled over 15 miles to shop for both of us and my 73-year-old father. I had just finished work in the health and social care field. I was informed that I couldn't shop separately from my partner if we were purchasing the same items, despite explaining that we were making two distinct transactions. I was accused of lying because my father's purchase consisted of only a few items (given the current circumstances). Now I am facing an additional 30-mile trip to retrieve a product my dad enjoys.

Regarding online order [redacted][redacted] dated 13/04/[redacted]: I wish to address an issue with the recent purchase of a Toshiba microwave. On delivery, a Diawood microwave was received instead. As my father, a pensioner, tried to resolve the matter by contacting customer service, he was advised to return the item to the store for assistance. However, when he presented the receipt I received via email, the store could not locate the order. Due to his health and mobility challenges, my father has left the Diawood microwave at the Chadderton store in Oldham. Despite promises of a refund or exchange by customer service, no resolution has been reached. The order does not appear on my Asda online account, and the situation remains unresolved. Your assistance in rectifying this issue promptly would be greatly appreciated. Thank you, S. Gray

I submitted a complaint email on 31/10, but I have not received any response. Hello, I am extremely disappointed with the service I recently received from Asda. Despite using the same credit card successfully for a purchase on Thursday night, my card was declined twice during subsequent orders. Despite confirming with customer service that the card was fine, I faced further rejections. I had to reorder using a different card to secure a Saturday morning delivery slot between 7-8 am. However, the delivery did not arrive as scheduled, causing us to miss out on over £[redacted] worth of theatre tickets, purchased as a birthday gift for my daughter. The experience was frustrating as we stayed home waiting for the delivery, which finally arrived at 2 pm. This was unacceptable as loyal customers. We had to purchase replacement items urgently for a party the next day due to missing and damaged products in the late delivery. Despite these issues, we have not received any apology for the inconvenience caused. I hope to hear from you soon. Best Regards, Jill

I have not received my rewards for 5 weekly purchases. Despite scanning the rewards app, no points have been added. The helpline is unresponsive, and I am frustrated after 5 weeks of attempting to contact them. I believe this company should be reported to trading standards for their ineffective rewards scheme. It is misleading to advertise a 10% reward back when it is not being fulfilled. I suspect it is a tactic to delay rewarding customers until after Christmas when the rewards may not be as useful. Additionally, some customers have reported issues with redeeming their rewards. As a devoted weekly shopper at Asda, I am disappointed with this situation and I know I am not alone in feeling this way.

I submitted an express grocery order for Friday, November 11th, between 3:00 and 4:00 for £[redacted]. Unfortunately, the order never arrived. Despite calling several times after 4:00, I was initially told it was on its way, only to be informed hours later that the order had been canceled. I received no prior notification of the cancellation, and it was not me who canceled the order. To add to the disappointment, the money was deducted from my bank account, resulting in an overdrawn balance. I am extremely upset by this situation and dissatisfied with the service provided. Unless this matter is resolved, I will not be shopping at your store again, despite Asda being my preferred choice until now. I await your response. - Katrina F.

I placed an online order on the app yesterday morning (16th November) with express delivery (order number [redacted][redacted]). When the delivery came in a grey transit van, the driver handed me only 5 Asda bags. I discovered that all my fridge items, freezer products, drinks, and some household items were missing. The delivery driver confirmed he only had what he gave me and showed me his van, which indeed did not have the rest of my order. Despite spending over £[redacted], I only received around £30 worth of groceries. I have called Asda, but I am still waiting for an email or phone call. This situation has left me with no food to feed my kids and no money to replace the missing items. I'm finding it challenging to get a refund, and I expect a resolution by tomorrow. I demand an explanation for this error and better quality control to prevent this from happening again.

I scheduled a delivery for November 15th between 5-7pm for £42.83. Among my Christmas groceries were 2 Lynx gift sets at £10 each for a friend. The driver, Wayne Simpson ([redacted]), was supposed to arrive at 5pm according to the text I received, but it later changed to "delivered" without receiving anything. Despite waiting and observing at the window, the driver did not return, even after I saw him pass by at 5:33. After contacting customer service, I was promised a full refund and a £5 e-voucher, but after three days, I am still waiting for confirmation. Reaching out to them again, I was assured the refund was requested, but I am still waiting for further updates. I am disappointed by this experience with my first order, and the lack of response from customer service and the CEO has left me frustrated and hesitant to use the service again.