Asda Stores
reviews and complaints

i went to your asda superstore in great bridge, tipton, west midlands on 15/10/13 at around 4pm to use one of your photo machines to get some photo's printed off on my xd picture card, however during the process the machine froze and i was waiting a while before asking the staff for help. your staff then pulled out the xd card and inserted in another machine and all my 124 photo's on my xd card were gone.
the staff assured me it will not have been deleted and if i put it back into my camera the photo's should still be there so i went home tried it on my camera and the images were still all gone so i went back to asda for help. they then recommended me to take the xd picture card to a company called max spielmann who are a specialist and that they will definately be able to retrieve the images on my card.
i then took the card to max spielmann a few days later to get it sent off for repair which costed £15.00 so i rung asda again to speak to the manager but they put me through to a lady named Abbey (team leader) and she has agreed to refund me the cost of £15.00 to get the card repaired.
however after waiting 1 month for the card to be repaired by max spielmann they only managed to retrieve 8 out of 124 images on my card. i am absolutely disgusted by this as i had 124 images on my card from photo's taken over the course of the last 2 years which includes pictures of my dad's 60th birthday and a holiday with my family but they have all been erased on my xd card because the photo machine in asda froze and all these memories gone because your photo machine ruined my xd card.
i am very upset and angry that this has happend because when i inserted the xd card into the photo machine, all my images were still on there but now they are all gone and can never be retrieved back all because of asda's fault.
i contacted asda again yesturday 26/11/13 to speak to abbey but she was'nt there and the lady from customer services called gill took down my details and problem and assured me she will pass the message onto abbey and that she would call me back the next day but i did not received a callback from abbey which is very fustrating.
i am very unhappy with your services and you should be responsible for all the trouble and unhappiness that this has caused my family and myself!

home shopping order due to be delivered 20/10 - just never arrived- made over 30 phone calls trying to get a refund given conflicting info and non returned calls, very frustrating- took nearly two weeks to get my £ 90.00 back - then i was offered a £35 good will payment, which i have now been chasing for 10 days...shodddy service, no idea about dealing with customers, lack of info, have to tell the same story each and every time you call, annoying frustrating and soul destroying to say the least. I will never shop with them online again .

Ignored letter by ASDA Head Office, Customer Services and Leamington Spa Store. Cancellation of Order: Total* £286.84
I refer to a cancelled order on 18 October which was booked between 1 – 3p.m. At 15.55 p.m., when the order had still not arrived, I rang Customer Services to find out what the problem was. Just to put this into context, I am a regular Asda Home Shopping Customer, spending similar amounts per month (£150-£250).On this occasion; the amount was £286.84, a large shopping order for an Anniversary Party. I was told by Customer Services that my Asda Money Credit Card was refused at the till so therefore my order was cancelled. I told Customer Services that there was no reason why my card should have a problem with my card; that in any case, Asda Home Shopping Customer Services should have communicated with me at any point on the 18 October to inform me about this. I received no phone call or email. The Customer Service was actually appalling.
I explained to Customer Services that the reason for the order was the food/drink for a party of 80 people for my own 25th Wedding Anniversary on the Saturday 19 October. I was informed that Asda would have to follow its 'own rules and the earliest possible delivery' would be Saturday 19 October 1-3 p.m. This was a joke, given the amount of food that had to be cooked for the party, and also the fact that I was also cooking for 14 relatives that evening who were staying for the party.
I immediately telephoned Asda Money Credit to find out what the problem with the card was. I was informed that at 6.03 a.m. on Friday 18 October, that the amount of £286.84 was approved by the credit card company and sent to Asda Home Shopping. Clearly the Customer Service team have been trained extremely well to lie to customers as opposed to trying to resolve issues.
I rang Customer Services back immediately and informed them that my card had actually not been declined and that they held my money. I have evidence of this. Unfortunately, Customer Services have also been trained to be as unhelpful as possible, no matter what the circumstance: my request to speak to a manager fell on deaf ears. I was told that all the managers were busy; that they were in meetings! Pathetic. In my line of work, when there is a problem, you sort it. I then requested a telephone call back from a manager in Customer Services within the next half hour so I could sort the problem. Unfortunately Customer Services failed to ring back. What a surprise!
As I was unable to refer the matter immediately to a manager, I opted for ringing the Leamington Spa Manager who was extremely helpful; although he knew nothing about this order, he rang back within 50 minutes, as promised, and was able to tell me exactly why the order had not been delivered. He also understood the situation, showed some empathy, that the reason that the large order was needed on that particular day for an important family occasion. This was something that Customer Services could not care less about. At this point, I found out from the Leamington Spa Manager that Asda Customer Services had an alleged system issue that morning and the order had not gone to the Asda Store in Leamington Spa. Despite chasing Asda Home Shopping, there was still no communication from Customer Services to attempt to resolve the situation.
Asda Home Shopping Customer Service failed to resolve a simple situation and staff have lied about the reasons for this cancelled order. This lie has been acknowledged by Megan, from Customer Services, who eventually rang back at 6.40 p.m. on 18 October. The offer of an e-voucher to the value of £15 for a set time period, is particularly pathetic, given that: not only did the order not arrive – it was cancelled without my knowledge; that I was then lied to by Customer Services; that my money was actually taken from my credit card by Asda; that there was a distinct lack of communication from the start (no response from when the card was allegedly declined from 6.03 a.m. until 6.40 p.m.); no attempt to resolve the situation amicably. This is in addition, to the sheer inconvenience and hassle of then having to collecting guests from the Train Station; of re-creating the shopping list, rushing into another supermarket on a busy Friday shopping evening, in order to purchase the food and then cook for the guests on Friday evening late and for the party the next day.
Clearly Asda Home Shopping has failed to honour its customer contract obligations. I expect immediate confirmation from Asda that you have returned the full amount to my Asda Money Credit Card for £286.84. If this has not been done, please ensure that this is done on receipt of this letter; I have already authorised my credit company to set up a dispute with Asda if this does not happen immediately. I am very happy to take this matter further and, if necessary, publish your response is it is not adequate.
Asda are not entitled to any payment for this order, as you could not even fulfil your part of the contract and deliver the order as agreed. Asda should not be taking payments for services it has not provided. As far as I am concerned, the offer on an e-voucher of £15 is inadequate. I hope this letter helps Asda Customer Services to look very closely about how it is treating its regular customers. I look forward to your prompt response.
6 Nov. Of course, ASDA, have not replied to the 2 letters sent to date. I tried to email on the website but this was not working. I was also forced to choose an option (which was not relevant to my issue). I rang up ASDA, went through the patronising details 'can I call you by that name...' and put on hold. Customer Service was not sure they had an email to give out. This prevents people from making complaints! Eventually the line went dead. I am now sending another letter to ASDA Head Office, recorded delivery. Watch this space.

Made and order for £276 to be delivered, at the time of delivery I get a phone call from asda from a person who's acent is so broad I can't understand a word he is saying but I do catch my shopping isn't coming on the second repeat. because their driver crashed the Van. I'm a single mum of 4, with no food in the house. and no shopping, I managed to scrap together beans on toast for their dinner, enough cereal for the youngest 3 to have while the eldest went without so his little sisters could eat. and they have all gone to school without lunch. on top of this they have DOUBLE charged me took me over drawn, I live on very little money. rang them and they wont compensate, said i'll have my double charge back within 10 days, and its not their fault. Picture is of my fridge my freezer and cupboard are looking just as good! something needs to be done about this company!

I did my internet shopping on Wednesday and had my delivery date set up for Friday between 7-9 p.m. I've been waiting till 11 at night because I thought there might be traffic etc. But no-one showed up. There was no contact from Asda or the driver also on the next day. So I called them and they cancelled delivery that should be the day before. Wow! No 'We're sorry', no 'Let me give you free delivery for inconvenience'..There should be less people buying there so they would care about every single person who is waiting for delivery. Better to try in the other shops!

I had just pooped into my local Asda last Sunday (22/9/13) to pick up some veg for the Sunday Roast. Being disabled I used one of the store supplied electric mobility scooters, I got my shopping and proceeded to the self service checkouts with the conveyor belt, as I have done many times before. Just as I was about to place my shopping on the conveyor belt an Asda Colleague came rushing over and said that I wasn't allowed to use these till and that I had to use the Disabled Checkout! I protested and said that I've used them before, what's the problem, She just reiterated that I couldn't use them at which point she then grabbed the front basket of the scooter as to physically stop me going any further. Not wanting to cause a scene and mostly in shock that this was happening, I followed her over to the disabled checkout where she left me at a 45 degree angle to the checkout lane. I called back askin for help as I was unable to manoeuver into the lane. People where gathering around me and I asked for help to manoeuver in, the chap next to me just laughed and said, "don't worry, I know your in front of me!" The staff member that had left me in this situation just simply ignored my calls for help and left me embarrassed and humiliated! I had to drive out of the queue and round 'the block' in order to line up properly at which point, I was now 4 people back in the queue. I was fuming.

I contacted Asda and have had many a conversation with them, they don't seem to know that the Equality Act exists or the Disability Discrimination Act either! The keep on fobbing me off with a poor excuse that because some private mobility scooters don't fit in the aisles because they are too wide, this is why they stopped me! despite thee fact that I was in a store scooter that does fit, they don't seem to listen at all. It took them 4 days to even view the CCTV footage an because the staff member thinks that she's done nothing wrong, they won't do anything! Of course she's going to say that! I am completely disgusted with ASDA in Fareham about, not only what happened but also the way they have dealt, or not dealt with the issue!

Account No (in case Asda Review) - [protected]

Ordered in May 2013 we received a damaged tumble dryer and requested an exchange, the damage on the first product was due to poor handling on delivery.
The exchange product came at an inconvenient time after paying for NAMED DAY delivery, causing my wife to have an uncessary day off work. The second product was also faulty, it had been physically damaged which caused the mechanism to be faulty. I believe the damages are due to poor handling of delivery and not the white good itself.

We reported the second fault and asked for a refund, the damaged goods where collected on 16th July and we were advised that the refund would take 7-10 days.
We phoned chasing the refund 14 days later and advised that the refund would take place 7-10 days after the product had been returned to the warehouse which could take up to an additional 30 days. Therefore we should have the refund no later than 20th - 25th August.

We phoned again around the 20th and have been advised that the product had been returned and refund was being processed. I requested a call back from a Manager to confirm the situation which was not honored. We then had no contact from Asda despite complaints being made and call backs requested.

I phoned this morning to complain and was advised by the call centre operator that the manager dealing with this was on a break and would be back in 20minutes to discuss. I emphasised the appauling customer service we have received so far and that it is important the manager calls me back. Unfortunately, no call was forthcoming.

I then phoned back 2 hours later and passed through to another manager whos details i have recorded although will not disclose on the web. He advised me that the matter had been escalated to management (I knew this as it happended on the 14th August) and it was being resolved tomorrow. Clearly, I did not believe this would happen and asked him to clarify exactly what he had said and requested details of Asda Direct's complaints handling procedure.

The manager then stated he could not confirm it would be resolved tomorrow to my annoyance and at which point I called him a 'liar' and Asda keep on promising call backs and solutions only to hear radio silence. He also stated that he did not know of any complaints handling procedure.

I asked the manager if he would take personal responsibility for solving this situation and took his full name and manager details. We are yet to receive any solution/refund.

I am trying to find a way to solve this via a third party (ombudsman or similar) as the continual lies and lack of clarity are causing us a lot of grief! ASDA 'Pocketing the Difference'

Placed a order for Wednesday the 11th of September for which I received a email confirming total cost would be £169.60 they requested payment and my bank authorised it.Two days later on the 13th September £203.60 went out of my bank account to Asda and on the same day they put a separate request to my bank for the same shopping order of £169.60! I'm now overdrawn by £147.05 the £22.55 I was saving for any extras myself and two disabled children may need over the weekend is now stuck in my account as Asdas South African customer service advisors, whom I may add need retraining in customer service skills, would not let me get a word in edge ways to explain to them they needed to reverse the payment as 'Chad' hadnt a clue what he was doing! I've got direct debits due out on the 16th and 21st which I'm now going to get bank charges on because I can't pay money into my account! I'm so angry and upset! How could a big company such as Asda make this kind of mistake?! My bank advisor says she sees it all the time and that's why bank advisors don't grocery shop online! Wish someone had told me that!

Stayed in hotel after night out in town, missed breakfast, don't worry asda serve breakfast until 12, @ 11.20 got told by member of staff only beans and hash browns avaliable, I said braekfast advert says served until 12 and staff said yes subject to availiability, , , absolutley shocking as myself being an ex asda colleague would have went to shop floor to get products required, , , , forced to go elsewhere and pay£20 for breakfast that would have cost approx £10 for my self and partner!

Ordered online £112 shopping, morning of delivery email advised old address for delivery despite being updating on computer before order made! Rang customer service to cancel and rearrange delivery to my new address thought this was the end of the matter but Oh no Wednesday morning a text informed me my shopping wont be delivered due to bank decline payment (lucky for me they realised duplicate amount- Or unauthorised overdrawn charges would also apply ) upon ringing customer services I was told after approx 15 calls (me calling them & never receiving a call back as promised) over 8 hours of calls or sitting waiting for calls, that the shopping order was delivered to address that I told them not too as I knew the tenant there would accept the order! so my old address the tenants have my shopping, Asda have my money and we have nothing .Its now 2 days with no money or shopping and 4 hungry kids .I'm really at the end of my tether.Customer services are telling me they need to investigate as its now Fraud but Try explaining to hungry kids you have no food or money to buy any, Deliver me food or give my money back and then investigate ..Stress just isn't the word.Where do I go from here ?

we live in Arnold Nottingham, and we use small asda store in Arnold, but we went to use the hyson green store because its larger and sell a lot moor products, when we finished our shop and went to the checkout we had no carrier bags with us (we recycle them) when asked do you need bags we said yes, the till worker then gave me a drumming about the cost of bags and they only get so many to use, well I felt angry about this because because I`v spent £150.00 in store, and I don't want to be told by a member of staff that I should carry bags with me everywhere I go I don't get this treatment at Tesco, or any other store, its not as though they paye for the bags out of there wages.

I am very confused because I used to shop everyday and spend between £25-£40 a day. I am a single parent and have no car.
One day whilst I was paying for items on the self checkout I was pulled to one side and said that they think I stole meat the day before and am now banned. Why would I steal I depend on this store. I went back the next day and asked what proof they had and all they had was a picture of me looking up. If they caught me stealing why didn't they stop me leaving the store and call the police. It's now been 7months and nothing has happend. I would like to go back there to shop as it is hard to catch the bus to another asda store an hour away. What can I do? A few months before I had to complain about a member of staff not doing her job just always talking now this has happend to me. Could this be petty get me back

I am a deaf customer who placed an on line shopping order with Asda on 12/03/2013, Order as delivered on 14/03/2013. On 22/3/2013 I get an email from Asda asking me to pay for my shopping and to ring an [protected] number to discuss payment. I tried to do this but to be honest could not understand what was being said, I was being asked to pay an amount that was more than my shopping. I was so worried and thinking it might be a scam logged into my bank account to find no payment had been taken by Asda. Next day I went into my local store and asked Customer Services to sort things out for me wwhich they said they had all my details and would take payment the following day. They still have not taken payment. I have emailed a complaint to them and apart from a thank you for your email have heard nothing since. Apparently you can only deal with this over the phone which I am unable to do. I live alone and honestly do not have anyone who can deal with this for me as they would need my card details to sort this. I just do not know what else to do or how to sort this as Asda are not responding to my email or taking the money as they promised to do. Please can someone help I do not see what the problem is there is money and always has been money in my bank account to cover this. They have my card details so really confused as to why they have not doe this.

I am right now trying to deal with the death of my father and my mother being hospitalized after a severe stroke and travelling back and forth between London and Peterborough and I am just getting harassed by Asda for something that is their error not mine why wont they just take the money from my account as promised?
I will never ever shop with Asda again trust me after this even if they were selling everything half price they are a disgusting excuse for a service. How can they deliver shopping and not take money then send me emails that I am unable to respond to?
I just want Asda to take the money out of my bank account and to leave me alone. Please

My complaint is with regards to an incident that happened recently at the Asda supermarket in Malton. Two 'colleagues' were recently sacked due to apparent misconduct when they ate approximately 10p's worth of chocolate from the cage that holds the waste food. This food is deemed unfit to sell or is out of date, although the majority of food is still perfectly edible and could easily be donated or given away for free. Asda on the other hand would rather claim the money back from wasting this food rather than give it away for free, a fine example of greed and capitalism. The two colleagues involved in this incident were caught on camera apparently 'grazing' this waste cage for food to eat and have been dismissed because of this. My complaint is that both the store manager and the deputy manager know of others that take waste food reguarly and themselves have been known to top up the coffee, sugar and tea jars with items from the waste. Comments have been made by both the manager and deputy stating that they would: 'get rid of the people they don't like' and constantly threatening staff members jobs over any disagreement. I believe that people have been singled out and have lost their jobs over something that could have easily been resolved with a warning. Asda claims to have respect for it's colleagues and offers a fair working environment, however in my years employment with them I have seen nothing to support this.

The wine bottle holders and positively unsafe with the holder breaking when we were emptying the car! in blizzard conditions last week! The veg. offered were poor at best -and onions/limes were brown - ughs! The check out lady was too busy chatting to her friend and took 15 mins + to scan through things i would have taken 5 to do! the Customer service guys re not really interested and a promised call back from the Manager did not materialise - On calling again the second CS rep. was not really interested and suggested that they make no guarantees of the holders or any packaging! APPALLING! and shameful - DO NOT SHOP AT ASDA - the M&S is equally well priced - youd buy better quality and at least eat everything - BOOTHS is great - and well priced - staff are interested. DO NOT bother with ASDA ! really poor service and food!

I purchased a saucepan and lid from Asda. One one occasion using it the glass lid exploded. No one was injured but it could have been extremely dangerous. I contacted Asda online and returned the lid to the store.
Asda did contact me on a few occasions by phone unfortunately when I was not available. They did not try again to contact me. I had to call them again but as it was a call centre they did not know the details of the claim. This vicious circle has continued on a number of occasions and is extremely frustrating. My problem has not been sorted out in months and I am very disappointed with Asda.

As one of equipment suppliers for ASDA my company have strict behaviour code and me and my colleagues must respect that and behave in that manner. But lady this evening calling from this ASDA store was very unprofessional. I am a remote engineer and when store employees call us, we have strict procedures that we need to fallow in manner to remotely resolve stores problem or to determine do we need to send a field engineer. A "lady" Shirley reported me at the end because I've tried to do my job and asked her to assist me over the phone. She didn't want to even hear what i have to say because she was comfortably sitting in office and tried to report a problem without fallowing procedure. Finally when I've told her that i am going to send her a field service she told me that she is going to report me because i asked her to do something, and not sent her a field service at once.

Asda lancaster! I have worked there for 5 years since I was 16! Worst place for anyone to work! All I have to say Is there Moto should be 'if your face fit' appalled at how this company is run! All the managers are corrupt!

ROBBED! ( ASDA opticians)
I'm really struggling with my prescription reading glasses, having to have them on and off so much now.
On the 15/11/12 off I go to ASDA, Great Yarmouth, Norfolk. Pay my £15, and although the eye test is a little expensive, ( I feel maybe they will take more care ). I explain in detail my problems, that I wanted glasses that I could wear to read, draw from my computer monitor, (as I draw portraits).But could also se to walk around in.
The optician seemed very understanding and even brought his laptop over to check that I could se it clearly. He advised that I got some varifocal lenses, and that I would be able to do all that I ask and would be able to wear them all the time.
I told him how five years ago I had been prescribed varifocals, only after much perseverance I found I could still se much clearer over the top of them, than through them. How I ended up having to take them back to SPECSAVERS, were they had REFUNDED THE DIFFERENCE and I took away with me the prescription reading glasses that I have today.
The optician told me, "that was some years ago", convincing me again it was varifocal lenses that I needed. I picked out some great looking frames for £40 paid £29.50 for each lens total cost £99, and went away a happy bunny.
I got the phone call saying my glasses were ready to be picked up. Although they felt totally wrong I was told to go away and I would get used to them. Even though I couldn't se were I was walking, reading was tunnel vision, (most of the page out of focus), I could not even se my keyboard clearly, I tried very hard to get used to them. I took them to work, but walking up and down the stairs was dangerous wearing them. I tried a work mates varifocals on and could se much better in them!(I think I could have got used to those). My glasses were not fit for purpose, neither could I read well, se my monitor clearly, or walk safely wearing them.
A month passed and Christmas was upon us. I phoned ASDA opticians, explained I was having problems with my new glasses, and that I obviously needed an appointment to sort things out, but my working hours were so unpredictable right now. Rachel, tells me I need to se David the manager. They don't do appointments to se him, I need to phone on the day and they will let me know if he is in. I told her I was concerned if there was a time limit but Rachel said not to worry, just come in when you get time.
Christmas came and went. I phoned ASDA on two occasions but the manager David was not in. Over this time still trying to use the glasses at home around the house. I had the flu when ASDA phoned saying my file was still open, that they had notes saying I had called, and was I still having problems with my glasses? My husband said that I was, and would come in when I was feeling better .
On 29/1/13 I took my glasses back to ASDA opticians. I politely asked if the Manager David, was there, and could I se him as I was having problems with my glasses?. The lady looked at my receipt, and promptly told me I was over my 60 day time limit, If I really wanted to se David, he was due in so I could do some shopping while I wait. An hour latter I get to se the manager, who also tells me I had now had my glasses over 60 days. When I said Rachel had told me not to worry, just come in when you can.
He went away, come back, said "I have spoken with Rachel, but she's just an apprentice"! Also when told I had phoned but he was not there, said "I am allowed time off".
I told the manager, that I cannot say what is wrong with the glasses, only explain the problems I am having with the glasses, and why I couldn't use them. I had paid £99 for a pair of glasses that were useless to me.
I was told that I must have given the wrong information to the optician during my eye test.
If I wanted another eye test, I would have to pay another £15.
I should have worn the glasses continuously for two week.(Even though I'd told him it was dangerous for me to do so).
If I didn't WANT my glasses to work for me, they won't!
Only one in a hundred people have problems with varifocals.
When I said, what about bifocals? He said NO!
I COULD NOT HAVE A REFUND. They NEVER give money back!
All he could offer was ….
He would replace my expensive lenses with reading glass lenses. That wouldn't be much difference to the reading glasses I walked in there with. But WONT refund the difference.
Or.. he was happy for me to just go away with the useless glasses .

So I am now waiting for £70 worth of reading glasses, which I already have a set off for my
£99+ £15=£114 I spent at ASDA.
(If THEY are wrong, it seems it's my tough luck).
When asked if I could have my varifocal lenses since I'd paid for them, when they are replaced .He first said YES, Then said, " They usually send them to the Third world.!
Is THIS …ASDA, Saving you money every day ?!

We were regular customers at Asda and have spent lots of money there. A couple of months ago, they did a campaign "spend more than £40 and have £5 off when you shop next". We were happy to enter our data online and receive the voucher. When we wanted to claim it we weren't allowed to as there was some small print: you need the original receipt. We didn't have it anymore, so we offered to show on our bank account that we indeed had spent the money in Asda which would go conformed with the voucher which had all the needed data on it. The shop assistant at the self-check out accused as to be liars and cheaters and was very agitated. When the security manager was then called, he stepped in for her and behaved in a very unprofessional way and started shouting and also insulting us. He admitted that it would have been within his digression to let us have the £5 off which we were entitled to, but he chose not to. The situation got more and more out of hand and the staff behaved unprofessionally. We left the shop and decided complain at Asda headquarters. We received a very ill-spellled letter back from our local Asda in which the security manager said that he had investigated the matter and that we would be banned from Asda due to bullying.
I have two concerns now: Firstly, how come the security manager can investigate in an incident in which he was involved and make a decision as a judge as well as participant? Secondly, how can Asda headquarters delegate the matter to the local shop when we have asked for their help? The letter also stated that we are banned from the shop.
As it is our local Asda, we went back to shop yesterday only to be threatened with a call to the Police!
What kind of customer care is this? I am appalled at Asda which I have always considered as the top one of the big 4. Asda has bullying and insulting stuff and sticks up for them. We are disgusted! The staff was bullying us!