Asda

There is a massive problem with the customer service management at the Asda Wallington Store as well as the extremely biased and poor handling of customer complaints to Asda head office when you make a complaint to Asda head office they only seem to take action when you make a complaint about Asda colleagues but when you make a complaint about an Asda manager they don't want to act and they always protect the managers this is bias and needs stop!

Ordered 8 different things and got 4 substitutions. Refund rejected online had to fone. Was stressful and unecessary

Written by Asssajessica on 03/12/2022
I AM AN EX (BLACK FEMALE) ASDA… I AM AN EX (BLACK FEMALE) ASDA WALLINGTON STORE COLLEAGUE WHO USED TO WORK ON THE MEAT DEPARTMENT MY OVERALL EXPERIENCE FROM WORKING AT THIS STORE IS ABSOLUTELY AWFUL! I HAVE NOTHING GOOD TO SAY ABOUT WORKING AT THIS ASDA WALLINGTON STORE ALL THE MANAGERS ARE USELESS ESPECIALLY THE OPERATIONAL MANAGER AND BOTH THE CHILLED FOODHALL MANAGERS AND SECTION LEADERS I LEFT ASDA BECAUSE I WAS BEING VICTIMISED BULLIED HARASSED AND RACIALLY DISCRIMINATED AGAINST BY THEN AND NOW CHILLED FOODHALL MANAGERS AND CHILLED SECTION LEADERS! ASDA HEAD OFFICE NEEDS TO SERIOUSLY AND IMMEDIATELY CHANGE ALL THE MANAGERS INCLUDING GSM AND OPERATIONAL MANAGER IF THEY REALLY WANT THIS ASDA WALLINGTON STORE TO FULLY PROSPER NEXT YEAR 2023 IF ASDA HEAD OFFICE DOES NOT SERIOUSLY CONSIDER DOING THIS THEN THE CURRENT EXISTING PROBLEMS AT STORE WILL MOST DEFINITELY CONTINUE TO REMAIN AND GET A WHOLE LOT WORSE! FACTS!

On Saturday 21st January 2023 I visited the Falkirk Asda store at 3 Newmarket Street with my husband and 13-year-old son initially as he was looking to buy the "Prime" drink, it was out of stock but I decided to take the opportunity to do some shopping as I was there.
As always I used Scan & Go, I had picked up drinks for my house when my son decided to swap one out for a different flavour, there was a young female staff member stocking shelves so I asked if that meant I had to remove one and scan the new one, she said I didn't because it was on a mix & match offer so the price would be the same.
When I got to the Scan & Go payment section, customers of all four points including myself were selected for quality checks there was one young female in this section who was clearly overwhelmed and inexperienced to the point that she took one customer's phone and then tried to take mine, I refused to let her take my phone to scan the barcode as I knew that the machine for this is portable.
When she started my check I told her about the drink just in case it made a difference to the checks, she said nothing just nodded, and continued scanning, it seemed like she was doing a lot of items so I asked how much she had to do as I know from previous times that there is either an amount of money or items that have to be scanned.
It was only then that she told me she had scanned the drink I told her about, (after I told her about it and she had acknowledged what I had said) and was now carrying out a full rescan! Surely, I should have been told this when she realised it would need to be done.
I asked to speak with a supervisor at this time as a full rescan of nearly £100 worth of shopping for a £1 item that I had already brought to the staff member's attention. It was at this point the male in my tweet arrived in an already indignant mood/manner. I asked my husband at this point to step in and speak as the man would not allow me to talk, he talked over me in an aggressive way any time I tried.
At this point a woman came over, her name I believe was Chrissy. Her badge was obscured so I can't be certain, what her role is I do not know. She too came into the fray in an irate manner and told me that I was the one in the wrong and I was wrong to listen to her fellow staff member from the floor and instead I should have remembered the terms & conditions. Sorry, but I read them when Scan n Go was introduced over 2 years ago! Could you tell me the T&C of something from that long ago?
Given the hostile reactions I opted to empty my bags of shopping back into the trolley and leave, this caused more severe anger and aggression from those two staff members So I asked to speak to the store manager, and at this point, I was yelled at by both staff members and told I was barred.
I left the Scan n Go area and walked to customer services, whilst I was doing this the male used his headset to contact other staff telling them to refuse my request should I ask them. He marched to the customer service desk while I queued to get there and said the same to the male staff member, I know this because when I asked him for the manager I was told "I have been told to refuse your request, sorry"
By this time both the male and female staff members were standing talking to the security detail and my husband had caught up to me, he spoke to the male and said "She may be barred but I'm not and I want to speak to your manager" his request was also refused. At this point my husband tried to take his picture as still we were refused his name and he charged at my husband telling him he "would smash his $#*!ing phone" This happened close to the security station and I was still at customer services.
When I walked over, about 15 feet, I passed the male and spoke and when he turned I took the picture. He then charged at me, threatened to snap my phone, and hit me. He was at this point restrained by the female colleague and while she was physically holding him back she called him Gary and that was the one and only time I heard his name said.
I feel it is worth noting that at no time did the security man move from his station, not to ask me to leave or to prevent your staff member from inflicting injury on a customer.
The man we believe to be called Gary had "Section Leader" on his uniform, I find it incredulous that a person with clear anger control issues is not only employed by you but put in a position where he is a main point of contact for customers who have complaints. It is only a matter of time before his unstable nature causes him to seriously harm a customer.
As not only someone who is registered disabled but also a mum, the thought of being an Asda customer causes a level of fear and uncertainty that no one should ever feel when they are doing their shopping.
As someone who is physically & mentally disabled, I choose Asda over other stores as their layout, clear signage and usually helpful staff make shopping a stress-free experience. At the time of writing this it's worth noting that ASDA have given this thug their full backing and he is still there endangering the lives of their patrons

ASDA, what, 50% Walmart? Who's running this business? When I place an order for significant items advertised and apparently in stock, then why should they not be delivered? Terrible organization of orders and service, and inventory. I buy groceries and many items for family in the UK from ASDA. It's just impossible to plan anything. Is Britain really this bad or is it this company.?

Don't waste your time and money. 1st time customer. Ordered online delivery Sunday. Order cancelled by Asda. Arrived on Monday, faulty. Also had to pay extra delivery even though they cancelled My refund declined no reason given. A number of calls and emails later. Offered £5 e voucher. Hilarious like i would ever shop with them again. So told to take faulty item back to Rushden, I live in Bedford. Which means I would incur more costs. The whole idea of online shop is about convenience. Not with Asda. So I'm left with a faulty product and financially out of pocket. How many other people have they stolen money from. Definitely WOULD NOT RECOMMEND OR USE asda AGAIN. WORST EXPERIENCE EVER

Just had an Asda home dilivery. Driver excellent produce not so good. Lamb steaks very small unlike the photograph on the website. Some items very close to expired bbf dates. Veg not the freshest. Cleaning products mixed in with fresh foods. Overall not good

This review is for Asda Pharmacy Hulme and I would give 0 stars if I could. The worst service I have experienced and no one cares. It's been nearly two weeks ago that I went in and asked for a price and order of a prescription in an empty pharmacy with both a staff member and pharmacist working. Instead of pricing up the prescription which I had made very clear I wanted to order, they took the private prescription and said someone would ring me. I did get a call a few days later to be asked if someone had rang me to give me the price… no that's what I thought the call was for. A week goes by and I try calling the pharmacy but they just turn the call off each time you try and ring. I rang Asda customer services to make a complaint and was told I would hear from them probably by email in 3 working days and 3 working days later I still haven't and probably won't! I'm disgusted and will never use Asda again, this was for some very time sensitive treatment. I used to like Asda but after this experience and the lack of any type of care from even the complaints team I will make sure everyone knows what type of care they give. Absolutely none!

The online delivery service is terrible not once have they delivered on time or with out substitutions I ordered two days ahead of delivery sometimes to avoid substations and still have not received all my shopping items ever whilst using ASDA online delivery service the worst thing is the products they replace the original items with are always terrible and all you can do is give it back upon delivery forcing you to shop in store to get what you actually wanted thus defeating the whole point of online shopping such a disappointment and inconvenience.

I got a single Text from them saying that my order might be cancelled, I called Asda they was not great, but they promised that someone would call me before any decisions was made,. But no one called me, and I checked my emails after I finished work, and without my permission, they cancelled my order, without asking me if this was ok, so I called them straight away, but two people I spoke to said that as they was not based in the UK, they could not put me through to anyone at my local asda store, or call my local asda store on my behalf, and because it took so long I could not get a shopping. Delivery until Wednesday, so it leaves my family with no food in the house, i tried once more to speak to someone in customer service, and I finally found someone who understood, and promised me I would get a call back, I did finally get a call, they gave me a £5 voucher, but it cost us £20, at our local Tesco express to buy some food for us to eat for dinner. Tonight not very impressed with this situation

Asdas RUBBISH Click an can't collect
IF I COULD LEAVE ZERO STARS I WOULD (me) I bought 3 items off asdas click an collect webb site. Paid for the items and agreed to have them delivered to my local store. Told it be a week for them to arrive. So a week passes go to the store to collect the 3 items showed them the code they bring out 2 small boxes? I ordered and paid for 3 items one is missing! The large item!...
(A). Nothing to to with us you need to call them. And walked off.
(Me) So I find the packing invoice inside one of the boxes and it clearly states 2 items in one box which is too small to pack the large item In. So calls the number on the delivery note.

(Me) Soon as I said there is a missing item.(A) voice says we do a refund to the card thank you.
(Me) NO NO STOP they are reading from some kinda script
And cant be arsed to help you
(A) As the item is now out of stock i cant do anything.
(me) When I paid for this item it was in stock as it's on the delivery note your staff member would have know this but rather than tell anyone they just packed it in a smaller box and shipped it to me.
Then she says (A) I'll give you £5 voucher to use on click an collect but must be used by end of November.
(me) WHAT get lost I'm NOT using click an cant collect ever again shove it.

(me) As my item is selling like hit cakes I bet the packer decided I'll have this and wont bother sending it as they get a refund anyway.
Disgusting rubbish service from asda I asked to speak to a manager
(A) There is no managers in to day friday 330pm wow.
(me) I want to make a complaint
(A) you cant as we are also the complaints department I just loaded it to our system so...
What a load of rubbish from asdas

Very aggressive delivery driver( huyton Liverpool), I heard a noise outside looked and seen a Asda delivery van very close to my car (enough room in street for him to not park like that?)went outside to check to see if any damage I was happy that there wasn't I was about to leave it at that and not say anything then he shouted to me what's the problem so I explained calmly how close he was to my car he said back to me fairly aggressive the van has cameras and to report it I then tried to explain to him why I came out to check he wasn't interested just shouted over me so I tried to leave it at that when I was going back in side he was shouting at me three times that he was coming back to sort me out! I try to sort this out as calmly as possible this happened 7:55 in the morning!

Only half my delivery was delivered, I got only half my refund a week later! Still fighting for the rest! Food is poor, fruit bruised, meat is dateline. Only used due to convenience but with half the food missing, it's no longer convenient so will avoid at all costs. Very poor since ownership changed.

I contacted Asda about a cleverspa tub I purchased off them which had gone faulty. I made the mistake of contacting the manufacturer first who said they would fix after lock down but didn't. By the time I contacted Asda my warranty had expired. Asda refused to help, refused to let me make a complaint and refused to tell me how to follow there complaints procedure. Ive never dealt with such poor customer service or treatment with any company in my life, and I've previously bought from the Range;-) well done Asda your officially the worst.

They are truly shocking and don't care once they have had your money. I personally will never buy or shop at Asda again and judging by the reviews on this site I'm not the only one. Totally disgusted and will make it my new hobby to post as many reviews on as many sites as I can warning people about them.

AVOID@ ALL COST

Asda usually has good prices and good brands. I haven't experienced any terrible shortages. Grocery delivery is another story. First and foremost, your order is delivered with NO BAGS! Who wants to make 20 trips from the front door to the kitchen? Not me. Also, they don't want to talk to you if you have a problem. Getting to speak to a real person on the phone is next to impossible and there is no link for an email address. This tells me they couldn't care less if your order even arrived of if you have a problem with the order. These two things are enough for me to order elsewhere. There are other places that treat customers better and actually provide good service. Again, Asda does provide a good selection and I've only been short dated on one item that was delivered. They offer good value for the money, but they fall very short on customer service. Want my business Asda? EARN IT! Low prices aren't a substitute for acceptable customer service.

Whilst I appreciate due to Corona virus that businesses are having difficulties not previously encountered. However we are now in August and whilst other supermarket chains seem to have overcome stock shortages a several months ago, ASDA (Lancing store) still seems to struggle with stock issues for online deliveries.

We have been in strict self isolation since the beginning of March 2020. Taking all measures to try and avoid Convid19, we started using supermarket online grocery delivery services. Initially we were only able to obtain slots from Tesco and ASDA. At first both chains suffered stock issues with bread, rice, pasta ect, due to some people bulk buying. We opted for ASDA deliveries when possible, as initially we preferred the service and the extra care (safety wise) taken by the ASDA drivers when delivering.

As time went on, we became more and more frustrated, as to obtain a slot with ASDA you have to book two weeks in advance and then not having the items we wanted on the delivery date. Our second and third shop with ASDA, having secured a slot and placing your grocery order two weeks prior to delivery. Initially we did not log back in to check the order and only received a fraction of the items we wanted, this included eggs, bread, meat and other basic essentials. There were several substitutions, for example frozen butternut squash instead of fresh carrots and peas instead of broccoli and they did refund the butternut squash, when emailed that these were no acceptable substitutions.

From that point onward, we logged in one or two days before the delivery date and each time we would receive a message saying these items are not available. In some instances 50% of our shop. Many of the items we wanted are still not available, such as; Pitta bread (white or wholemeal) bake at home baguettes, some rice and pasta.

Other items you would expect a super market not to run short of ASDA (Lancing store) frequently come up as not available when trying to order. For example steak and mince, pork, lamb, broccoli, carrots, a range of pies, burgers, soya milk, pasta, own brand curry sauce, strawberries, Ribenea, lemon squash, orange squash, freshly squeezed orange, Walkers chicken-salt and vinegar and cheese and onion crisps, Smith; s salt and shake crisps, Frozen peas (except then as a substitute for broccoli), lemons, cabbage, kale, rice, many types of cereal, fresh burgers and frozen burgers, various breads, The list goes on. Although we have always been able to get plenty of bananas and avocados, one can only surmise that the stock controller for ASDA Lancing like bananas and avocados, not presumably together.

Mid July we moved house (tricky whilst still self isolating) I placed an order to have groceries delivered in a few days after the move. Being concerned that I could not add to delivery addressed in my ASDA account I called ASDA customer services and was told that because my debit card was still registered at the then current address, I could not have the groceries delivered to another address. Explaining that having to order the shop two weeks in advance and still having to purchase things for the move, I was not changing my details with the bank until the last minute. I was told that if I secured a slot and placed an order I would be able to switch the address once the billing address for my debit card was updated.

I actually did this four days after the conversation with customer services, after the payment to the moving company had been processed. Once conformation the address had been changed arrived from my bank, I logged on to ASDA and tried to change the delivery address, I tired everything I could think of. I called customer services and was told as after 7:00pm on a Friday, I would need to call back Monday when the relevant team would be there. I called and was told it was not possible to change the address, that I would have to book another slot. Which would mean having a week without groceries and we had run most things down not to have to move loads of food. I explained this and received apathy and total nonchalance, I was told that is no other option, even though the advise I receive from ASDA had led to the issue.

Now facing a week without groceries, I tried Sainsburys. We do miss some of the ASDA own brand products (when they are actually available that is). With Tesco slots also now more readily available we have alternated our grocery shops between the two and thus far have had no instances of items not being available at time of order and only three items being substituted, all with an alternative band but the same article example a pack of two broccoli heads for two individually lose broccoli heads.

Asda used to be a big brand name for the cheapest products and they best customer service. But those days are gone I don't know if they are annoying the staff so much behind the scenes that they hate there job. They are rude and pushy at the tills especially the self service. It's like your annoying them for having to ask them where items are and they either say I don't know end of conversation or point to it and tell you where it is. They never smile and are flat our annoyed if they need to come and help you several times at the self service till. It's not my fault your machine is saying I need you I never asked for your help the machine did. Here I am shopping and spending money to keep your store open and pay your wages your not working for free. The staff are always chatting making it uncomfortable if you need to interrupt to ask them something I advice you do this with caution. Really disappointed to the point I've changed my food store I can't shop in a store with a bunch of rude and unhelpful staff that make me feel unwanted and stupid if I need help.