Asda Customer Service Issues

During my visit to your Torquay store today, I used the restroom and was disappointed to find it in a very unsanitary condition. It was evident that someone had left it unclean, possibly due to an upset stomach. I approached the cashier and brought this to her attention, only to receive a surprising response stating that they are understaffed and don't even need a restroom. I insisted that regardless of staffing issues, the restroom should be maintained. The lack of a regular maintenance system for the restroom was also concerning. Given the store's busyness, I believe there should be better facilities available for customers, as alternatives are not easily accessible. I regret that my complaint did not seem to be taken seriously. I have photos of the restroom's condition, but unfortunately, I cannot attach them to this form. If you provide an email address, I would gladly forward the evidence for your review. Sincerely, Mr. SGDance

I’m curious about the restrictions in place for using a blue light card in your stores. During the holidays, I was informed that I couldn't use my card for two separate orders. One was for Christmas items and the other for everyday groceries. After speaking with a different staff member, they allowed me to use the card. Today, that same staff member stated I could only use the card for my own groceries, not work items. Although the items were for my family, not work, does it really matter who the items are for? I work in a care setting for individuals with learning disabilities and feel they deserve a treat. The staff member had no right to question who the items were intended for.

I have visited the store twice to redeem my rewards, but each time the full amount was charged to my bank card instead. I even asked a staff member to assist me the second time. Customer service provided me with a number to call, which then redirected me back to the store for assistance. The manager contacted me, but their response was unsatisfactory. Apparently, baby milk cannot be paid for with rewards, a rule even the store manager was unaware of. When I mentioned that the staff should be trained about this, the manager dismissed it, stating it is the customer's responsibility to know the rules. I find the attitude of the manager towards this issue disappointing, as I am now £50 out of pocket.

My name is Charlie McConnell. I have attempted several times to generate a voucher from my credit pounds loyalty card electronically. Despite my internet connection being stable, the app consistently fails to honor our agreement. I should be able to convert some of my credit into a voucher after saving up pounds, but the app is not allowing me to do so. I am reaching out for assistance in resolving this issue promptly. Thank you.

I recently experienced an overcharge of £9 at the store. Despite an item being reduced to £1, it was scanning at £9 at the register. The man at customer service acknowledged the error, but a rude lady insisted that my receipt was accurate. The items were on sale, and the cashier had accidentally scanned everything twice using the self-checkout. However, she only voided the transaction once instead of the necessary twice.

Hello, I recently purchased an Indian meal for two which included 2 curries, naan bread, and rice. When I picked up the bag, I noticed a strong smell but assumed it was just the curry. Unfortunately, when I got home, both curry cartons were split and spilled in the bag, causing half of the contents to be wasted. I can provide photos if necessary. These meals are a treat for me due to their cost, and with rising expenses, this mishap is quite disappointing.

Order Number: [redacted][redacted] I placed the above order online, and I received an email notifying me of substitutions. I was informed that Asda 4-pint semi-skimmed milk was unavailable with no substitute available. Immediately, I contacted Customer Services to request that they obtain the milk from the online grocery department, accepting any available size or type. I was advised to make changes the day before, although it is Asda changing the order, not me. I was also suggested to purchase the milk at my local store, which is inconvenient to reach due to infrequent bus services. I am disappointed with the store picker's oversight and the impractical suggestion from the operator. Consequently, I will be switching to a different grocery provider.

Hello, I did not receive my online order yesterday. It was 2.5 hours late, and despite being due for delivery between 6-8, it never arrived. After contacting customer service, they informed me it would come between 9-9:30, but it still did not show up. Upon calling them again, they mentioned 11 pm, then proceeded to cancel the order, assuring me that my payment would not be taken. However, the money was deducted from my account, even though the order was not delivered. The order number in question is [redacted][redacted]. I would appreciate a refund since I had to place another order, resulting in double payment.

I visited the Asda Dagenham Merrieland branch on Monday, March 13th around 9:45 AM, as part of my weekly shopping routine. While walking along the middle aisle, I encountered an incident where a staff member unintentionally ran over my ankle with a floor-level loading trolley. The impact resulted in a cut with bleeding and severe pain. I appreciate the worker's concern at the time, but the pain was too intense for me to respond. After realizing the severity of the injury, I left the store. Today, my ankle remains swollen and bruised, causing significant discomfort. I am curious about the company's protocol in situations like this. Should first aid have been offered immediately? Would incidents like these be documented in an accident book? I am also concerned about the safety of using such trolleys during busy hours, given the potential risks when not operated carefully.

My name is Aldo George. I am a regular shopper at Asda, a store I trust. However, my recent experience has made me question this trust. Despite usually not checking my bill, I noticed an overcharge of 33 pounds for three one-pound items on a 56-pound bill. I brought this to their attention, and they assured me of a refund which I am yet to receive. The receipt was also unclear, adding to my doubts. I now find it difficult to trust Asda as I've unknowingly been charged extra. Their response of taking 7 days to refund the money does not seem satisfactory, as I had to borrow money from a friend due to this mistake. I hope to get a favorable response soon.

I am writing this email after visiting three stores, resulting in a three-hour round trip. I am extremely frustrated. I checked the stock at your Grantham store for a Uniflame 4 burner barbecue which supposedly was in stock according to the website, but when I arrived, there was none available. The same situation happened at the Newark and Nottingham West Bridgford stores. I wasted over 50 miles of diesel and three hours of my time. Last year, I encountered the same issue trying to purchase this item. Despite being willing to buy the display model at full price in Grantham, I was told it was not for sale. The stock information between stores seems inaccurate, causing a lot of inconvenience. I am disappointed by this experience and would appreciate it if you could address this issue. I have wasted over [redacted] miles of diesel and five hours of travel time due to these inaccuracies on your website. I am unable to check stock availability in advance due to the limitations of the website. I hope this matter can be resolved as soon as possible. Thank you. One very dissatisfied customer. Update: Asda has not resolved the issue. Complete waste of time.

In my recent three orders, I received products that were out of date or had very close expiration dates. I've been attempting to request a refund, but the app doesn't work properly when initiating the process. This situation has become frustrating as I keep receiving short-dated items. I now only use Asda for quick convenience shopping. For example, I received salami on the 17th which was already expired, salmon with a date of the 27th of February, and three packs of salmon last week that had just one day left before expiry. I tried to get a refund for the salmon but was declined, despite also having chicken with one-day freshness in the same order. The issue persists even when I collect from the Burnley Asda store, where products listed as "unavailable" online are found on the shelves in-store. There seems to be a problem with the current system, and Asda's quality seems to have decreased. In total, I've lost around £25 due to these issues, making it financially unsustainable.

Dear Customer Service, I am writing to express my disappointment with my recent experience at your South Shields store on Coronation Street. Upon visiting, I received a parking ticket despite having a valid ticket displayed. I am currently in the process of disputing this issue. While I understand that you do not handle parking directly, I am concerned about your choice to partner with ParkingEye, a company known for questionable practices. It is disheartening to see a company prioritize its partnership over customer satisfaction. Regrettably, I will no longer be a customer of yours and will be informing others to avoid your stores. Although my voice may be small in comparison, I believe it is essential to speak up against such practices. Sincerely, Mike

I scheduled an Asda delivery, but received a voicemail notifying me that it would not be delivered due to staff shortages caused by sick leave. I was given very short notice about this situation. The options provided were to collect the order or have it redelivered another day. Unfortunately, this was not satisfactory as I do not drive and urgently needed the groceries due to medical items for my son, who has type 1 diabetes. His low blood sugar treatment required for school was in the order. I expected a company as large as Asda to have contingencies in place for such circumstances, like utilizing Uber drivers. However, this was not the case. I had to collect the order by dragging my son out of bed, disrupting his routine crucial for managing his diabetes and ADHD. Furthermore, my partner had to leave work to drive me since I couldn't afford a taxi. I request a resolution for this inconvenience. Thank you.

I visited the Asda store in Omagh on Monday and was disappointed to find that the hotdog baps I picked up felt wet. Upon inspection, I discovered that the packets were frozen solid, and this was confirmed by a bakery staff member. It's shocking to learn that items are being sold as freshly baked when they are actually frozen. While I appreciate reducing food waste, customers should not have to pay full price for frozen products. After being a loyal customer at Asda for years, I am considering switching to another store.

I received part of my grocery order today under Order number [redacted][redacted]. However, two items listed on the receipt from the tobacco section, 2 packets of Richmond Green Filter Super Kings and 1 pack of Players Green Filter Super Kings, were missing even though they were marked as picked. The driver mentioned he would credit these missing items, but I have not seen the credit yet. As a disabled individual who relies on online orders due to immobility, these cigarettes are essential for managing my pain and anxiety. Typically, credits are immediate, so I am uncertain if I need to reorder or if the credit will come through.

I was expecting an online delivery on Saturday, March 25th, between 8-10pm. The store contacted me to reschedule the delivery between 4-7pm, which was challenging due to a family event in Leeds. I suggested alternatives but the order did not arrive on Saturday evening. I called the store Sunday morning to inquire about the delivery time but received no update. After more calls, I was told it was scheduled for the afternoon, despite requesting Sunday morning delivery. Ultimately, I canceled the order and plan to shop in-store. I value convenience but the lack of proper communication and adherence to my schedule was disappointing. I will use my Cashpot value for a future order but will likely seek services elsewhere moving forward.

I visited Asda Fullwood last Sunday, March 26th, to purchase some trousers. Uncertain about the size, I grabbed a few options to try on in the fitting room. Approaching the doors, I encountered 2 staff members, one of whom attempted to close the doors. When I inquired about using the fitting rooms, I was informed they were closing at 2:05 pm. Given that the store is open for over 2 more hours, I was puzzled by this early closure. I now have to return the trousers as they didn't fit, hoping the other sizes are still available. Having a sign with fitting room hours would be beneficial, and it's important for consistency across all stores. The intermittent opening of changing rooms since Covid has been frustrating.

I made an online order which indicated it was delivered but was not received. After contacting customer service, I was assured of a refund within 48 hours. Following three calls, the refund was finally processed. The delay left me without funds or groceries. While I acknowledge the gesture of sending an additional £5, the overall handling of the situation was subpar. The customer service representatives were friendly, though it seems the first two did not initiate the refund process. Except for a gift card redeemable at Asda, we would likely not choose to shop there again.

Hello, I recently placed a Click and Collect order for 2 sets of 4 Easter eggs but only received 6 instead of 8 when I went to pick up my order. I addressed this issue with 3 staff members and a manager, who assured me I would receive a refund for all 8 eggs, but I only got an email for £17. Additionally, I also paid for 2 packs of mince (£12.60) and a pack of mini eggs (£1.25) that weren't included in my order. Asda charged me £89 for all this. I am concerned about getting my money back as this has caused me significant stress, especially since I had to use money I didn't have to buy the missing items in-store. I have evidence of all the missing items and the total amount Asda charged me.