Groceries Asda Reviews 2,419

As so many other customers, I have to see the ASDA Rewards scheme as deception, and I will consequently delete the app and radically reduce my shopping immediately after leaving this review.
The automatic checkouts encourage us loyal customers to scan our code from the ASDA Rewards App every time we shop, yet we basically get nothing out of it.
This is because ASDA Rewards doesn't work like a traditional loyalty card. We don't earn a percentage back on every shop just by scanning, and the rewards earned by completing specific milestones and missions are ridiculously low. I switch to Lidl with some Aldi backup now. In short, better no reward scheme (Aldi) or one that gives you at least occasionally something (Lidl), than an utterly misleading one (ASDA).

Dreadful. 1st time I have ever had a grocery delivery. Just wanted to buy some new big mugs for the kitchen. Asda had these big union jack mugs. So I thought I would buy ten. Come to £25.
If you spend £40 you get free delivery.
So I ordered some bits to take it just over £40.
On the day of the delivery the 10 mugs were missing. Only delivering the bits and bobs arrived!!
You said you refund for the mugs, but still not recieved a refund.
Also when ordering you stated on the website that the mugs were available.
I checked the Asda website after my delivery and they were still saying the mugs were in stock.
Absolutely dreadful. 1st time shopping for home delivery.
They have a terrible reputation on Trust Pilot. Beware.

Terrible! Never give your exact items never ordering again.

I had a very disappointing experience with an online grocery order from ASDA which was never properly resolved.
This was a full weekly shop, yet multiple fresh seafood items were delivered with expiry dates of just 2–3 days, and bakery items that expired on the same day of delivery (arriving in the evening). This made the items unsuitable for their intended purpose. Had I been shopping in store, I would not have selected products with such limited shelf life.
I raised the issue immediately, provided photographic evidence as requested, and spent considerable time engaging with customer service. Despite this, the refund was declined without clear justification, and after nearly a week of back-and-forth, the complaint was never properly resolved. I was only refunded for the lowest-value item.
More concerning is the lack of accountability in the complaints process — multiple agents, no ownership, and no clear explanation of decisions made.
This experience has led me to stop shopping with ASDA altogether.
I would expect a retailer of this size to ensure that online grocery orders are fit for purpose and that legitimate complaints are handled fairly and consistently.

Another shop, I thought i give them the last chance since messing up my order, stupid subs, most items not available on delivery. App keeps crashing as I need to make changes to tomorrow's delivery. Fix the glitches, its not difficult. Give it a couple of years and asda will be gone in the UK. By the way this is caused Reputational Risk which has been building up for years. Sort it out Mgt board, thats why you are there, or not as it seems to be the case

Dear R
I am advised you are Manager of Melkshams store. We started our shopping experience at 7.30 pm on 25th March. Filled a trolley and found there were no cashiers available. All tills closed.. Directed towards serve yourself . There were 3 people milling about earning money without serving customers. Actually a tall dark haired guy directed us to self service scanned 2 bags then walked off. The Machine kept asking for assistant help. He kept coming back. Then disappearing. It beggars belief your slogan on the staff Gillets say "Happy to Help". Well obviously they were not happy. They would rather walk about talking and fiddling with pens. To be fair a lady eventually came across to sort the "assistant required" out . She then offered to process the items. Which we were grateful for.
In this day and age of competition, Aldi and Lidl along with Waitrose knock spots of your customer service. The only reason we visited today was to purchase a dongle and eventually spent £137.
As a new Manager of this store I would have thought you would want to make a favourable impression in the town. I see from all the reviews Asda as a whole seems to fall quite short. Perhaps the resurrection of regular training days along with Role Plays would help . Put yourself in the customers place. With the high charges of a basket/trolley the customer should not be expected to serve themselves when staff are standing around doing nothing.it was 8 pm and 1 till should have been open. If you don't pull your socks up what with AI on the way there will be lots of people without jobs.To be successful in this time we live in customer service is paramount. Perhaps if the customer has a better experience your bonuses/ commission could improve. Just a thought.

I had made a meal for my family where all the ingredients where bought from Asda. Whilst my 11 year old daughter was eating her dinner she discovered a snail. I have reported this to Asda and their customer service is next to useless. I reported this on the 3/2/2026 and it had taken until today to get some kind of answer. Which is they give me a £15 voucher and say sorry. They don't investigate or look into how the snail got into their product. They never responded to any of my emails the only way to get them to acknowledge the problem was to phone and speak with someone in India.

I normally get my shop myself but every now and again when busy I get a online shop, I had a voucher to try Asda online.

This is my first and last delivery I will get from Asda. Brocolli was rotten and mouldy and the fresh pineapple chuncks were brown and starting to ferment, good indication this has not always been kept chilled. The pineapple was delivered with the same days date as the delivery day.

Unfortunately both of these items were not noticed until 2 days after the delivery.

If this is there respect for their customers I will gladly go elsewhere.

Ordered delivery to my home, as I always do. Got a time slot between 11am-12pm on Sunday 22nd March. At 11:20am approx saw Asda leaving my street (which is a small cul de sac of about 8 houses) followed by a message from Asda to tell me my shopping had been cancelled as delivery driver unable to deliver. He had gone to number 62 and not 68 and since the lady said it wasn't hers he just cancelled the order. I rang customer service and they told me nothing they can do, someone will call to rearrange or I have to wait 3-5 working days for refund. I've been a customer for over 20 years and I used to work for Asda for over 10 years, but recently there's been nothing but hassle and mistakes so I think I will be shopping elsewhere. Asda George is just as bad and I stopped shopping there. Avoid.

Awful website. Does not work. Customer service is non existence. Absolutely useless payment service to checkout. The system just doesn't work. Will be switching to another grocery provider. Do not buy from asda.

Just terrible. Delivery never arrived. They said they'd cancelled due to an 'accident'. Unable to rebook it via the website, multiple glitches. Spoke to someone on the phone with a near-indecipherable accent. No, they couldn't help any more. Atrocious. Shop elsewhere.

Excellent service. I thought the Asda Rewards program was never adding money to my cashpot but on the last order I made, I noticed that Asda was AUTOMATICALLY subtracting my Rewards money off my order and may have been doing so all along, so if you're unsure about your Rewards money, look closely at their web page checkout and see if the same has been happening with you.

Overall, the service is very good. However, if for some reason they cannot deliver your groceries, you are not notified in time and you are not given the option to reschedule the delivery for the next day. This means you may have to wait up to 48 hours for your order unless you pay for express delivery, which seems unfair considering the delay is due to an issue on their side.

Their online grocery site is almost impossible to use and requires the patience of a saint to place an order. They must be losing customers over this.
The groceries aren't worth this hassle I'd rather pay more!

I am writing to make a formal complaint regarding an extremely poor experience with my recent express grocery order.

I placed and paid for an express home delivery, however this was changed by Asda to express click and collect without my consent. This caused a serious issue for me because I suffered a stroke several years ago and rely on groceries being delivered to my home.

When I phoned customer services to ask why my order had been changed, I was not given a clear explanation. I was simply told that I would need to collect the order or that it would be cancelled, despite the fact that I had already paid an additional charge specifically for delivery.

Because I had no other option, I arranged for someone to collect the shopping on my behalf. However, when they arrived at the store, the process was handled very poorly. Staff apparently attempted to take the order to a car even though they knew I would not be present, and the person I sent has now been waiting at the store entrance for over 30 minutes to collect the shopping.

Unfortunately, this is not the first time I have experienced problems with Asda orders. On previous occasions I have waited over an hour for collections, and orders have often had missing items or substitutions that were not properly communicated.

I regularly shop with other supermarkets including Tesco, Morrisons and Iceland, and I have never experienced the level of poor service that I repeatedly encounter with Asda.

Changing a delivery order to collection without customer agreement is unacceptable, especially for customers who depend on home delivery due to health conditions.

I would like the following addressed:

• An explanation for why my delivery order was changed without my consent
• A refund of the delivery charge
• Compensation for the inconvenience and delay caused
• Assurance that this situation will not happen again

I look forward to your prompt response and a resolution to this matter

My Asda shopping online order arrived but my husband wasn’t in and after telling the lady who delivered a full weeks shopping that I’d recently had replacement hip surgery she put all the frozen stuff in the freezer and the cold food in the fridge
I am so grateful to such a lovely kind lady who definitely went ABOVE AND BEYOND THANKYOU LOVE

Having been a customer for decades I am now so fed up with home delivery from my local store. It either turns up too early or too late, no phone calls to say they are running late, then the substitutes are a joke, you can never get the meal deals so they send ridiculous subs or out of date produce. Dealing with their customer service is also a nightmare, I think I need to get my voice checked as they call me Mr even when I have just given them my name and title. Went to a store near my son’s house and was shocked at the difference in produce compared to my local one. Think it’s time I looked elsewhere for home delivery which I rely on due to health issues.

I was a genuine customer (proof: bank transaction £13.08) but received a parking charge for using their carpark when the store was operating 24 hours just before the festive season. Asda staff promised it would be cancelled when I attended Customer Services on 16/12/2025. No action was taken! The charge escalated to £170 debt recovery. I sent formal complaints to the CEO by Signed For post and email - all were ignored or intercepted by Executive Relations (Claire) who refused to escalate. After being stonewalled for months, I filed a small claims court case for £385 compensation. Appalling treatment of a customer, and I will not shop at Asda again!

I have been shopping at Asda for over 20yrs, and have seen not only the stores decline, but the standard of their products go down the pan. Despite their prices rising.

Since before Christmas I have not been able to shop on line. I can do my order no problems, but cannot check out. Rang customer services, in India, got the usual "so sorry you are having problems", but only told to clear my cache, delete the app or use a different device!!!!!!!

Rang a number if times, same answer, but was told they would escalate this and I would get a call back. This was at the beginning of February and still no call!!!!!!!!! Asda has not only lost a customer, but also a large sum of money. Also, there are items I buy in Asda that are actually cheaper in Marks and Spencer.

Not even going to attempt the website and never shopping at Asda EVER.

Asda groceries website is full of glitches and it has been for some time now. It takes me more than twice as long to complete my order. They must be loosing many customers and I will be one of them. The website is diabolical.