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Asda Stores
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2.3 286 Reviews

Asda Stores Complaints Summary

91 Resolved
195 Unresolved
Our verdict: Engaging with Asda Stores, which has a below-average resolution rate, demands caution. Thoroughly assess their service reviews and explore how they handle unresolved complaints. If you encounter issues, document your experiences meticulously and be persistent in seeking resolutions.
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Asda Stores reviews & complaints 286

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6:00 am EDT
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Asda Stores non reply to complaints

1)We submitted a complaint to the ASDA website and had no response
2)On telephoning to find out why there was no response we were informed that..:
a)ASDA did not respond to e-mail complaints the complaint had to be in writing to their head office
b)The person we spoke to said that they had not had any record of our complaint even though it was done on line to their
complaints section in their web site
c)We were told that unless it was in writing and sent registered mail they would not respond

The essence of the complaint was that they had confiscated goods which had been purchased and paid for due to our requesting a refund or credit, as per their web site policy, to which they said that it was up to the manager of the particular store that would make the decision to credit or refund

At this point in time we are minus our goods which had been paid for and confiscated due to the thuggery of the ASDA personnel

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11:31 am EDT
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Asda Stores Extremely Rude Staff

I have been a client of Asda for years. Yesterday 31/03/2012 between 17.00-17.30 went to the store to buy some things. My son asked me to buy him some juice. When you enter the shop in your right hand they sell some juice there so I went there and got a small bottle of blackberries juice for him and went straight to the till to pay. I stood in front of the till and waited to pay. The first till was busy with a lady and the second, the staff was busy talking with another staff, so I thought was closed.I kept waiting, The staff from the first till went to do something else while I was waiting and the second staff just stood there looking at the infinite. After a few minutes 2 or 3 people did a queue behind me. A women came and went straight to the second till and payed for her sandwich, of course I got upset and was not happy with that situation cause the staff saw there was a queue and could have said the woman to wait. When she finish I when to her to pay for the juice without any kind of apologies. Naturally I was very angry, but I did not said a word, when I finish my payment the staff said thank you just when I turned my back and start walking away from her. As she realized I would not answer back and I started walking away from her she shouted again very angry thank you and again I was upset and angry with that poor service so I did not answer to her. And then cause now she was upset she call me ignorant. I could go back and argue with her, but I torn around and went to customer services and the staff gave me a book to write a complaint which I did. Today still waiting at least for an apology and I don't think I am going to have one. She has no right to call me names, she is there to help the clients instead she did a very bad job.

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2:37 pm EDT
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Asda Stores physical abuse

on 29the March 2012 at 16.00 approx. my husband was at a self service till in asda, monks cross at york, northe Yorkshire purchasing alcohol when thee till required an assistant to over ride thee age requirement, thee assistant theen poked my husband in thee back to gain attention, theis is common assault. After finishing withe my husbands query she theen went to anotheer gentleman doing exactly thee same, poking him in thee back. There should not be any contact between people, if it had been me theis action would have caused extreme discomfort as I have artheritis in my spine. This complaint needs to be addressed before someone does get hurt seriously. Her aggressive behaviour was not called for.

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Kingza
, GB
Sep 10, 2012 4:42 pm EDT

Don't talk such ### lol

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5:41 am EDT
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Asda Stores rip off

its just discusting how the prices are going up they added 19 p PER pack ov asda home brand bourbon biscuits that is just 1 example... it wouldnt be so bad adding the odd penny ...my shopping bill came to a extra £8:24 today from wat it did last week... i go to asda twice a week n every week somethings gone up in price ...iv been talking to some friends and friends ov friends who have proven morrisons and tesco are cheaper...they did a makeover on our asda witch to tell you the truith was unnessacery (and were paying for as the prices of food started goin up around then) ...all it did was mess the whole shop up n they changed it round (dont get me started on that ) we all are wondering why it looks so scruffy now ...and the car park is rediculouse the cars are parked wrong so you have trouble seeing wats coming 2 entrance and only 1 exit ... theres quite a few of us that are going to shop else where ...18 monts ago asda was excelent but now IM REALY DISCUSTED to sum it up its scruffy expensive the car parks dangerous (netto should have taken over asda not the other way round )

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7:25 am EDT
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Asda Stores Poor Service and lack of privacy

I am a registered nurse and today went to Asda pharmacy in Rugby after complaints by some of my patients. The older lady in front was trying to purchase pain killers for a "trapped nerve" the pharmacist told her she wasn't a Dr and could not diagnose she then brought nurofen plus and in front of all the customers made out she was a drug abuser ! When I complained they told me the pharmacists conduct is his own affair !

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Wally123
Rugby, GB
May 06, 2013 5:11 pm EDT

The Pharmacy is run poorly with unqualified staff pulled straight from Check outs.
I have had several problems with them and the two Pharmacists are the most inconsiderate individuals ever.
I once turned up at 8.30am and they told me the Pharmacist was not here yet. When I complained to their manager who was called Rob he shrugged his shoulders and carried on stacking the shelves.
Over all a complete waste of time and they should get closed down

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12:38 pm EST
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Asda Stores Arrogant, Aggressive and Abusive staff member

In all my 40years of shopping I have never come across such an arrogant abusive and aggressive staff member as the Jamaican one who was in the Asda cigarette kiosk on Sat 4th Feb 2012. The way he spoke to my 8 year old daughter was totally unacceptable.
This man should not be around rats yet alone children. My daughter did not know what hit her and was very upset. I think Asda should conduct CRB checks on all of their staff before allowing them to torment the public. I felt so bad that I refunded every last piece of my shopping as I refuse to pay to be abused. There are too many people out there wanting a job for the space to be wasted on angry out of control irrational people.

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12:15 pm EST
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Asda Stores out of date product by 3 years

purchased 2 cartons of tomatoe juice, on returning to shop only given back the purchase price plus a £2.00 voucher.We phoned on day of purchase so shelves could be cleared but could not return to shop until 2 days later.Had we not informed them other customers could have purchased these items NOT seen the year 2008 and been quite ill.I think we deserve a better repayment than just £2.00.The service lady was very polite but the reason given was stock control, someone must be held responsible for checking these items.

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Anti-Alien-Death-Squad
Anti-Alien-Death-Squad
Cathedral City, US
Jan 30, 2012 12:35 pm EST

Sorry, juice, not soup.

Anti-Alien-Death-Squad
Anti-Alien-Death-Squad
Cathedral City, US
Jan 30, 2012 12:34 pm EST

3 years? Yuck. That was good of you to warn the store so others wouldn't have the same experience, but why do you deserve more than even compensation? Had you or your family consumed the soup, or otherwise been harmed?

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8:14 pm EST
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Asda Stores faulty boots

I bought a pair of boots from Asda in November but after wearing them for less than 2 weeks in total found there was hole in the inside at the heals. They weren#t wearable and clearly hadn't been worn much - the tread was still very clear and the name inside hadn't been worn off at all. The appauling customer service assistant and manager refused to let me have a refund as I didn;t have the receipt and paid by cash. The was very unpleasant and until a kind customer came to my aid, bullied me and insisted he would only give me a credit note. He was vile. I was in the shop for nearly an hour and he threatened to call security becasue I insisted I wouldn't go to a private area to talk to him. It was very intimidating and if it hadn't been for the customer I could still be there now. The boots are made for Asda, only sold in Asda yet the manager insisted I couldn't prove that I had bought them there!
Needless to say, I will never shop in Asda again and will make sure that everybody I know hears about their appauling attitude.

Read full review of Asda Stores and 4 comments
Update by Disgusted at Asda
Jul 05, 2012 11:56 am EDT

Dear Asda Sucks,
Don;t give up - theya re breaking the law if they tell you that. Find some friends and go back - don;t move until they give you your money back - you don;t deserve to be trated like that by these ###s. Theya re breaking the law.
Wonder if you were in Cambridge too - they are particularly ###ic there!
Good luck

Update by Disgusted at Asda
Jan 04, 2012 8:15 pm EST

yes...they are awful

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Itisn'talldoomandgloom
Cambridge, GB
Apr 08, 2013 11:14 am EDT

Dear Tani Montanna
defamed? agressive manor? Security gaurds arn't there to be nice. Do you really think that with rape and genocide happening all over the world that this is a really important issue in the media? I think you need to stand back and realise theese issues and so insignificant and petty. we all live in such a little rapped up world we forget there are people starving and living in disgusting enviroments, and I dont mean abroad. How important is all this really? how much did you loose? just your pride? a few pounds maybe? but it wasn't your life was it?

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Itisn'talldoomandgloom
Cambridge, GB
Apr 08, 2013 11:05 am EDT

1) I am pretty sure you go anywhere without a receipt AND having worn the shoes you can get a refund, unfortunately theese rules are not set by individuals but are actually store policies. I agree that the quality of clothing ect. should be able to withstand a month but if I were you I would be complaining to the company directly not just to one store. And as to "rude" behavior, was it a busy day? did you persit after the manager told you where you stand? were you speaking agressively? if the awnser to theese is yes then it's understandable that the manager was getting annoyed. I do not work in ASDA myself but I have had theese situations before and especially if you are a understaffed busy store having someone yell at you when you can't help them further is a BIG annoyence
2) It's funny you should call people working in asda "###s", half of them are part-timers at university, and most of the employee's there can probebly punctuate and spell better than you can. So before you call others ###s you should at yourself and really think am I one to judge ?.
I think it's sad that people nowadays are so spiteful on theese things, there are better courses of action to take .

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asda sucks
, GB
May 31, 2012 4:04 am EDT

I've got the same problem with the boots. I presented the receipt and the customer service assistant told me that I could only return goods within 1 month and that later it is his goodwill to accept it. It was less than 2 months after I had bought them, the boots were faulty and yet he was just telling me that it was his call to decide whether I deserved refund and he also told me that I was wasting his time! They must receive special training to behave in such an unbelievably rude manner! When I buy boots I certainly expect to use them longer then 1 month.

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Tani Montana
Edinburgh, GB
Jan 07, 2012 10:48 pm EST
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I agree at the level of customer service asda produces, Its absolutely appalling, Im in the process of a complaint myself where they accuse my mother of stealing, after a legal letter to them they changed their story and stated that her buying procedures were wrong, Im so frustrated and upset about their approach about this that I have no other option but to take this to the media very soon, She felt humiliated and defamed when the security guard told her to leave in an aggressive manner, Im never going back to asda and will tell everyone that I know not to go there,

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11:09 pm EST
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Asda Stores refusal of tobaccoand half bottle of whiskey

tonight my husband of 65yrs with copd myself 64yrs and son 34yrs went to buy 1/2 bottle of white and mackays whiskey and 2 boxes of gold leaf tobacco this was mat 21.30 my husband asked my son to run into the shop as it was cold and very windy he said he would but came out 3mins later saying they would not supply him as he had no identification he has no driving licence or passport so he came and got me I went in and the girl at the desk said she could not give me the things either because I will give my son who she said was under age the drink so I went to the tills and took another 1/2 bottle the girl put it through when this jobs worthy ANGIE shouted over when there were other shoppers do not give her the drink it was refused this is the company policy The manager David was sent for saying this is the company policy . I have never been so disgusted in my life and embarrassed in front of the customers I have spent a lot in your store since it opened but now I will never go back near any stores of asda if their polices are like that many people do not have any identification but they also need to have the personnel that can tell near enough to within a 5 yr of a persons age for this I present the stenhousemuir ASDA with the JOBS WORTH HAT

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2:16 pm EST
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Asda Stores short changed

I was left short changed by 50p when I shopped there last sunday 04 dec 2011. The store was closing and I was in a rush to the till. Normally I check receipt and change but because I was rushing I did not do it until outside of store and it was shut. I am very annoyed about this as 50p to me is a lot of money as I am in a badly paid job.

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9:45 pm EST
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Asda Stores refused to be served told the chickens were being took off sale i couldnt have them

10th dec 2011 just been to asda fleetwood tonight to buy a cooked and was refused to have them because they were reduced to £3-22 from £4-20 but they had a red sticker on sayin 2 for £6 when the cashier put the first 1 through it cum up at £3-22 so i stopped her there and said that will come out wrong as there 2 for £6 she said it would come out at £6-44 as they were reduced to £3-22 each i said they wernt reduced as there 2 for £6 she then got a supervisor who she explained it to and she said i dont no what to do about it who then got some 1 higher than herself we then went through it all again and she said thats how it works when they are priced down i said i had 2 and there 2 for £6 she then said there not then told me they were being took off sale and i couldnt have them and would i leave the store

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daddad69
, GB
Dec 12, 2011 8:23 pm EST

The store was completely correct, any promotional offers for example "buy one get one free" or "2 for £x amount" will NOT trigger if an item is reduced. It only applies to full price items.

However the store could have used its discretion and applied a meagre 22p reduction to each chicken meaning you would pay the £6.00 in total for them both, to resolve your complaint.

The complaint was dealt with poorly in my opinion.

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4:01 pm EST
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Asda Stores arrogant store manager

It all started a week ago, when my son was banned from asda for a YEAR. He found £20 on the floor, and being 18 short of money and stupid! put it into his pocket. A women claiming it was hers made acomplaint to asda and the police.
He was sent a very scruffy letter, saying because of a incident at the store he was no longer aloud to go into any asda store in the country for 1 year!. I phone asda and spoke to the security staff, she was very unhelpful and very stern and uncaring of our position, I told her the because of my husbands and my shift patterns, sometimes it was necessary for my son to get a few bits in. and that he had been stupid and that he wouldn't do it again, reminding her that he was only 18 years old, and that most youngsters would have done the same. but no! i then asked to speak to the manager, she said she couldn't put me through and that i would have to ring the store again!. when i spoke to the manager, she couldn't coment as she didn't know about what had happened, but promised to phone me in two days time. yep you guessed it! she didn't. i left it for the weekend then my husband phoned her, she was very abrupt didn't want to discuss the situation, didn't apologise for not phoning us, but we did manage to get the ban lifted.
They didn't want to change from the company policy, not every case is black and white, he didn't shoplift, he did what a lot of people would do! and he was very sorry

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6:06 pm EST
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Asda Stores fragments of glass found in rice

Monday 21 November 2011 - I served two packs of Asda egg fried rice with our evening meal. My partner found several small fragments of glass in his serving. We have kept the pack and the glass. This could have been serious, what shall we do with this? Please treat this as priority. We shop at Asda every week and are extremely annoyed about this.

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Update by Mrs L Stokoe
Sep 11, 2012 11:54 am EDT

Following investigation, we were told the fragments were rock salt! What the hell is rock salt doing in packs of frozen rice! If I remember rightly we were given a free pack of rice and £3 compensation! Anyone have any ideas why 'rock salt' would be in the rice?

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Kingza
, GB
Sep 10, 2012 4:44 pm EDT

###ters!

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12:30 pm EDT
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Asda Stores running out of products

I visit ASDA several times a week for various items of shopping, but they always seem to run out of things, such as lager, condiments and food items.
The ASDA cooked meals that are cooked at the main Poole store are largely disgusting and are not fit for those on a low fat diet.
They have received numerious complaints about dirty cutlery in the cutlery compartments
I have found some staff here rude as well as in the main store in Poole, and have now boycotted ASDA.
I have previously complained to them by phone and in person, but to no avail, they simply do not care less, the managers at both stores are useless.
ASDA forgets that the customers pay for goods with hard earned money, which in turn pays for their wages.
It is also worth noting that the few good staff that they had working for them have since left.
In conclusion bad service, rude staff, poor food, dangerously dirty cutlery.
What more is there to say

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DebTom
Swanage, GB
Dec 15, 2014 10:42 am EST
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I agree the restaurant is disgusting. They forget about your food and have to go and ask for it with no apologies forthcoming. They bring you burnt food too, again no apologies and a couple of the cafe staff could certainly do with some hygiene lessons for themselves and the food! I had no problems with the store itself until I was overcharged for an item, the customer services online were quite nice and told in an answerphone message to take the receipt back to the store and they would refund the money. I went back to customer services and got the rudest customer services assistant ever. She said I did not get a call from services, they had no one from CS called Gary (the name the guy on the message gave me) and the phone number he called from was not any of their's! Then, to cap it all she said she would refund it this time but"I must not let it happen again" ! Cheek! When it was their checkout operator that overcharged me! Will not be shopping there again!

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8:41 am EDT
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Asda Stores non delivery and rude behaviour off the manager

on the 24th june 2011 i was due an order between 12 and 2.00pm i waited ti 2.30 then had to go and do the school run when i returned home there was a card off the driver stating that he arrived at 2.00 which was impossible as i was home and waing by the door, i then phoned asda at 3.30 who told me someone would phone back with a delivery time, nobody called back so i then called back at 6.30 and had the same response so when 7.30 came i called them back and was told that there was not going to be a delivery that day as i paid for the delivery and needed it that day i then asked to speak to the manager which i really regret doing as he was abusive and rude he told me that his driver was on time again not possible as i was home, he then told me he cancelled my order as i told him that was not good enough he then went on to hang up the phone he then called back and told me that my custom was no longer required and he informed customer services of this.i then emailed customer services on a number of occasions and finally got a call back from another manager who informed me that she would sort this out but i am yet to hear from anyone still even though i have email a few times since i have had no resonse what so ever

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Kingza
, GB
Sep 10, 2012 4:28 pm EDT

How old are you? Old enough to check spelling and grammar? Yes? Then why didn't you?

Also, no point in lying, you went out and missed the delivery.

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11:53 am EDT
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Asda Stores I had a accident in asda

I had a accident on the escerlator, I had been looking at goerge clothes up stairs and when i was stepping on to the escerlator i slipped dont know what on as i was in too much pain when i reached the bottom i couldnt walk i managed to lean on trolly and get to the optitions which was just oppisite the escerlator i told the lady who was working there what had happened and she got someone to come look at me they wanted to get me an ambulance but i said no, but went straight to my doctors and they told me that i had badley pulled my groin which was the 6th of june im still in pain now and have been back to my doctors and they say it could be another month or more before it starts to heall i was told that asda woulkd be in contact with me after filling in the accident form but i have had no response from asda which im shocked about if i dont get any response i will be taking the matter further just giving you the chance to rectify the problem my name is donna holmes and would be gratfull for your reply

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Kingza
, GB
Sep 10, 2012 4:26 pm EDT

PS: There is a spell check button here, I suggest you use it.

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Kingza
, GB
Sep 10, 2012 4:25 pm EDT

I totally agree. Sue those ### and take lots of monies then you can buy some spelling and grammar lessons! Then who'll be laughing at you huh!? Oh wait... we all will. Learn how to type before you make a tit of yourself.

And back on subject, you fell over on a moving surface, its your fault for being a dumb ###...

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6:35 pm EDT
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Asda Stores Treatment of staff

Hi since i work at this company i cant give names or places but i have noticed in many asda stores that the treatment of the staff is mostly based on weither the manager likes you or not, not the work or dedication you put into working there to basically run that store..
For example shift swaps and holidays - one person refused certian holidays then weeks or maybe months later another person in same department gets those days off just because the manager or section leader likes them better, or the first person has to arrage cover and shift swaps (though it is not their job) then still gets basically blackmailed to cover extra shifts that they dont want to do to just get a certain day off. Having to argue with the manager to even get holidays that you booked 5months ahead off because they forgot again to put it in the database.
Getting called on days off constantly after stating that you cant come in to cover for someone who hasnt bothered to turn up again and them demanding a reason why not and if the reason isn't good enough they refuse you any extra hours or the person you didnt cover for including the people in the department basically ignore you and is really ###.
Harrasment/two faced-ie two staff members being really nasty towards a certain worker (training to be superviser) refusing to work for her, calling her names on a social net work after taking her off and blocking her, to the point where she locked herself in cubical in tears, people manager shrugged and told her to deal with it herself, and head manager didnt want to get involved stating it was womans problems.
Laziness- staff memebers coming in and doing basically nothing ie working on a cage for 2hours then complining about a sore knees then getting sent home, not coming in at all or wondering around the store not going to call outs when its their department and theyr the only ones in and spending most time in canteen upstairs talking its normally the same people and they get away with it but if anyone else tries to have an allocated break which they are entitled to half the time they have to skip it because of work to be caught up with. Also staff who are genually sick having to stay till end of shift even if throwing up (including the staff working with food)
Human resource- not doing their job properly, not willing to help a colleague when found out that they have been put on the wrong tax code and made the colleague sort it themselfs which they can not as PAYE will not talk to any member of asda if they are not a manager or personel or human resources staff, since this april to present it is still carrying on and it has badly affected this person finacialy but the people manager and personel do not seem to be botherd even handing out details of the payroll office which they are not meant to do. People manager basically avoiding any issue that comes theyr way ranging from problems with harrasment from staff or customers to simple uniforms not being ordered does not talk to any colleague that has a problem but stays in the office not getting to know the workers on the store floor.
Pettieness amongst the colleagues is to be honest the worst there is, a few staff that end up going on break alone and sitting alone due to the other wokers not wanting to sit beside them or even worse sit beside them but end of table then move soon as someone else comes in and sits on other table or just move theyr stuff soon as a certain colleague has to due to lake of space plans to sit down, they rather sit on a cramped table than beside that person. but soon as they need someone to cover theyr shifts they are all nice to that worker, same with in departments for example in the bakery department in my store they all get along but soon as one worker isnt in they all complain about her and make fun even managers and secion leaders either join in or encourage this.

thats all i can think of at the moment
so please before you go nuts at a colleague try and remember they get worse from the people that they work for and with
your insults and anger may one day cause a colleague to breakdown, cause themselves injury, quit working or alot worse which i can garuntee has happend

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TwinkleTwinkle
TwinkleTwinkle
Liverpool, GB
Jul 02, 2011 12:40 pm EDT
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I suggest you contact ACAS with your concerns who will advice you on the best course of action to take.

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1:59 pm EDT

Asda Stores taking payment twice and no satifactory action

I shopped in asda yesterday I used self service till as all tills where full and I was in a wheelchair after an horrendouss start with help from nice assistant we went to pay by debit card it asked if I wanted cashback I said no proceeded it said remove card I did so then it said declined try again or slide card down side of reader I re inserted card and proceeded and got reciept and left later at home I needed to pay my phonebll tv and internet services as it was last day to do so I made the payment confidently only to have it declined I was gobsmacked as my sick pay had gone in that day I checked my online bank and noticed it did not add up there was money pending I ghad no idea off I called bank and they eventually put me to the clearance team and they were as surprised as me because asda had taken 74.52 twice within 10 seconds obviously the first time card had gone in it had taken the money and then again I was given transaction numbers told to go` to store and get it put back on card cos if bank did it it could take 3 to 5 days befoer refund and asda could do it straight away I have ms an cant get to town easily I called the store spoke to the manager he told me there was nothing he could do and it not asda who have my money but a holding company between them and the bak I told him what bank had said and he says they wrong I threatened to go to police to which he stared to be nicer and said he would get customer care to ring me they never did so I rang `them this morning only to get same answer in mean time my services have been cut cos I never got my bill paid to phone company and still nothing in bank I called bank again and they said same as yesterday I know this is not an isolated icident and is hapening at lots of asda stores this is appalling and I am still 74.52 out of pocket

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david charlton
Grimsby, GB
Aug 06, 2013 7:48 pm EDT

I was in adda tonight I got my shopping with some beer and got to self service and started putting my shopping through and a member of staff come up to inform that they don't sell beer after 12 am, which was all right but she kept coming up saying if you want to leave your shopping you can after the three time of her coming up and telling me I could leave my shopping, by that time I was sick off her telling me I could leave my shopping I just take it then it was about 100 pound of shopping so I left it and she did all tell me that they sell beer at Tesco. I don't like shopping at the best of times but when the members of staff keep coming up and tell me I can leave it. She was not a nice women and I will not be shopping in adda again

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RachaelSeabright
Worcester, GB
Jul 13, 2011 2:21 pm EDT

i have had the EXACT same problem as the lady who wrote the original thread and am in the same position ie, i had other bills to pay and have had no money as the £81.11 is still pending. Is there some sort of Watchdog that we can complain to as this is terrible as Asda are so unhelpful, bordering on the point of being rude. They told me that it was against the law for them to fax my bank to say that they had made a mistake and taken the money out twice (there are two separate authorisation codes). I had the home delivery service, they took the money out on monday and then again on Tuesday. Disgusting

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Teresa64
Basingstoke, GB
Jun 20, 2011 5:35 pm EDT
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If you haven't got your money back yet, I'd contact their Head Office. They should be able to do something. You should be able to find their details on Google.com.

TwinkleTwinkle
TwinkleTwinkle
Liverpool, GB
Jun 16, 2011 6:48 pm EDT
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What happens is when you make a payment if something like this happens the company concerned dont proceed with the payment but it takes about 3 days before the transaction gets returned to your bank as untaken. This is normal procedure as this happend with myself and direct line who took payment for car insurance then changed the amount in the same phonecall so we cancelled, the money is kind of in limbo waiting for somebody to claim it. I have read somebody else has this problem with ASDA, not very helpful when you need that money to pay for other things and the least ASDA should be doing is looking into their cardreader machines.

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J
7:01 pm EDT
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The complaint has been investigated and resolved to the customer’s satisfaction.

Asda Stores rude staff

as i was paying my bill in asda on the 22/5/2011 my son run out the shop to see a friend when he was runner after but a security person and staff from the shop
when i ask why they had done this i got no ANSWER and to this day 3 emails later and 2 phone calls iam still wating to find out why this was done
no one in my famlie will be shopping in asda again

i would like to say the 4 hours responce time is not true

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TwinkleTwinkle
TwinkleTwinkle
Liverpool, GB
Jun 02, 2011 8:03 pm EDT
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Maybe they assumed he was a shoplifter and automatically reacted by chasing after him.

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M
11:39 am EDT
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Asda Stores left me with no money

Went to asda and spent £80 on groceries, payed with my card and entered my number. pulled my card from the reader a second before i possibly should have by accident. The woman serving me then told me my transaction hadnt gone through. With £80 worth of shopping bagged, i went outside to withdraw the cash from the ATM. The ATM would only let me withdraw £50 when i was certain i had £130 in my bank. Decided to take it up with my bank, I withdrew the last £50 from my account and borrowed £30 from a good friend and payed for my groceries. Got home and called the bank.. ASDA had taken the £80 in the first place. So now i have payed twice for my food. Bank are not able to refund me without asda telling them to. I went back into asda this morning to ask them to return the cash to my card. Was told by an uninterested employee that there was no way they could have done that without me signing for it. i explained that the shop she works in uses chip and pin so there was no need to sign. Also explained that i needed the money back. She then told me that the money had not been taken by asda but that the bank had it in limbo and that it would be returned to my bank account within 48 hours. She didnt check my receipt or search to find the transaction to confirm this. when i asked for it to be looked into further she called a collegue and asked her to come and see me also. She then explained to her colleague my situation and what she had told me and then said '' the lady doesnt understand what im telling her ''. I understood her perfectly yet without her looking at my receipt and with her appearing very disinterested at the fact that i have been left penniless i felt that speaking with someone else would help ( given that she didnt even remember people stopped signing for goods with their card years ago). Speaking with someone else did not however help. The supervisor did not look at my receipt and told me exactly the same thing that the money would be returned. I explained the bank had given me a transaction number and she said it didnt matter that the bank will be refunding the money. I also told her that the bank had advised me that it had gone through. She called her manager who appeared to just reiterate the same thing down the phone to her. she then turned to me and said all we can do is apologise and theres nothing at all we can do... nobody once looked at my receipt to check anything and to locate the transaction and confirm it. As i left i was told all we can do is apologise... i dont beleive thats all they could have done. I didnt feel like i was taken seriously at all, I told them that i had had to cancel plans for yesterday evening and thisevening because of the mistake. She didnt even offer me a £5 voucher so i could get myself a bottle of wine for the night in il have to have because of them.

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Update by Motley83
May 27, 2011 5:21 pm EDT

haha that doesnt make so much sense either, It was declined so i went outside, checked my balance and it said i can only withdraw £50. i thought perhaps a direct debit had came out that i was unaware of . Im not too fantastic with money normally lol so just assumed it was my fault.
I did call asda's call customer service call center yesterday spent another 10 mins explaining what had happened and was told a managerv from the call center would call me back within 2 hours, 3 and a half hours later a manager called me back and told me he would look into everything fully ( including the customer service) and get back to me before 5.30. I didnt get a call back. Today i waited until 4pm for him to call and eventually gave up waiting and called back again. I was told that the manager in question had called in sick and that was why he hadnt contacted me today. This doesnt explain why he didnt call me back yesterday.. or make sure that somebody else would look into it in his absence. ( I'd understand if it was just a fiver and he got back to me on monday next week~ but its £80 and ive made asda aware that they are currently holding all the money i have, I explained to him that without the money back i cant get to work.)
So anyway Ive spoken to someone new today who has been good enough to get someone in store to call me back . The store have said they will now do what i initially asked and fax my bank telling them to refund my money. I questioned what would now happen with regards to the terrible customer service ive received from both the instore employee's and the lack of contact from the call center. She replyed by asking me if i had taken the card from the reader too quickly? I said i may have and she then explained that it would not be asdas fault but my own that all this had happened. I put it to her that the customer service i received was terrible and that even if i had pulled the card too quickly and i had contributed to the inital problem, there would still be no excuse for the way in which i was spoken to in the store and that if there is a possibility that this can happen because the asdsa card operating system has faults then as a customer i should be made aware of the danger. I have since spoken to a few friends in retail that have said that if a card is pulled to early from their chip and pin reader then the transaction is automatically voided and there is no possibilty money can be taken until the transaction is fully complete. I am now awaiting a callback from the customer services manager who i will now have to explain all this to AGAIN. Im so sick of telling this story and even more sick of fighting with asdsa. I think they think il get bored and just go away.. not likely.. not until i get a full apology and they let me know what they are going to do to rectify the issues ive raised. I suggest some rethink of the asda payment system or perhaps train employees so they are aware of the procedure to follow to make sure any money taken is replaced within 24 hours without customers jumping through hoops to get whats theirs back, ... also think il be shopping with morrisons from now on...

Update by Motley83
May 27, 2011 4:40 pm EDT

My card was declined in store when i tryed it again, i only had £50 remaining in my bank that i took out and my friend gave me another 30 so i could pay in cash. I wasnt sure at the time if it was a problem with my bank . didnt think asda could do that .

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TwinkleTwinkle
TwinkleTwinkle
Liverpool, GB
May 27, 2011 5:59 pm EDT
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Have they said when you will be refunded, you need to keep on top of this. I shop at Morrisons find it much better and not full of the local freaks, sorry but that seems the norm in my Asda.

TwinkleTwinkle
TwinkleTwinkle
Liverpool, GB
May 26, 2011 8:46 pm EDT
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Your post doesnt quite make sense, you say you paid by card and inserted your pin but Asda said it hadnt gone thru, so you took cash out and paid cash? Why didnt you try and pay again with the card, i find it often happens a card is not accepted but often works the second time. If its not back in your account within 48hrs i would be back there kicking some serious backsides.

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