Groceries Asda Reviews 2,418

Asda we're meant to deliver groceries I ordered but 10 minutes before delivery they messaged to say they had cancelled my order, Ive just had an operation and couldn't get out, so upsetting, usless service, no sorry, no reason, fancy treating people this way, disgusting

First time using Asda grocery delivery as had flu and couldn't travel. Was an hour late with no apology or explanation. Couldn't track it online. Can't easily complain as only option is to call and stand on hold - gave up after 10mins.

Awful experience. Won't use again

Absolutely unacceptable.
We have been lifelong customers and home delivery subscribers for many years as much that we have a monthly delivery subscription with them for a very long time which we cancelled after many episodes of them missing the delivery time, showing delivered when we didn’t received it, completely missing items, rotten produce and not being able to provide a basic customer service.
Most of the time the customer service doesn’t know where the driver is, hasn’t got any info about when and if will be delivered and can’t retrieve any information from the shops managers that are always not available. I was asked to call the store myself if I wanted to find out when my delivery will arrive and customer services would “try” to call me back.
You can see for yourself what an unreliable service is, we had to cancel our plans many times because of them and having even to pay for this sounds ludicrous.
This not being enough we got to discover through their delivery drivers that the reason for the poor service is that they overload them of deliveries for the same time slot whilst making them work constantly to meet the deadlines without breaks and charging customers extra for the pleasure of this service in what it sounds just like exploiting their employees. They also refer as absolutely broken communication between the delivery services and the shops.
Won’t spend a pound more for this shite.

Absolutely appalling service!
I am ill at the moment and can’t leave the house so decided to place an online order with Asda (which I have done many times before but not recently). As we had no food in, I paid the £8.99 (8.99!!!!) for express delivery so that myself and my son could have our evening meal. I booked a slot for 5-6pm, however, by 8pm the order had still not arrived and the website said they were still preparing my order! I tried to ring customer service but got cut off repeatedly - very frustrating after going through so many options on the phone!
Eventually, the order arrived at 8.10pm. When I checked the items, 8 were missing, totalling £19.43. I put in a refund request but it was rejected within minutes saying I had tried to refund too many items!
I rang customer services and spoke to someone who said that they would refund the delivery fee and the missing items and that I would get email confirmation of both refunds. I have checked my emails and have only had one confirming the refund of the delivery fee. After closer inspection of the website, they say that customer service cannot refund missing items so that’s £19.43 Asda have made from me for absolutely nothing in return!
I have always shopped at Asda but I will NEVER shop with them again. I don’t have enough money to be forever guessing whether or not Asda will just randomly steal some of my money with no option to get it back. Absolutely shameful Asda. Listen to your customers and sort this out!

I have been waiting for Asda customer services to deal with my refund issue since 25th Aug. Received an email on 5th Sept to say it’s been processed but it hadn’t. Been phoning a chasing since with 3 further promises it would be done. 15th Oct promised a manager would call me back within 3 hrs. Now 2 days and still waiting. It’s only for £39.50 for goodness sake and yet it’s cost me hour and still no joy. Can someone please deal with this today !!!

Awful online shopping. Meat quality is very poor, prices constantly increasing, but not even by a few pence we're talking extra 40-50p plus per item. Always something out of stock or delivered wrong. The fresh meats literally have a days date on them to eat when online it says typical 5 days shelf life, can safely say I've never had this. I am unable to use the app after the last upgrade so have to use the mobile website, which isn't straightforward. I have also recently discovered it doesn't allow me to review products I have purchased. Overall a load of rubbish for the amount of money they are making.

Very poor service!
Moved house , cant change address on delivery pass !
Customer services not interested!
Finished shopping with asda

MOST AWFUL!! delivery by UBER turned out to be two young men on pushbikes and half the shopping went missing, but Asda's response was "there's nothing they could do" shopping worth £135!!

Well I bought a delivery pass two days ago ordered for the first time today, and I’m switching back to Tesco and refunding my delivery pass so hopefully that tells you everything you need to know about Asda online groceries :D

Worse customer service, not shopping there anymore

Received home delivery at scheduled time but on unpacking after found all fridge foods were used by date one day after delivery. On trying to complain, all requests were rejected almost immediately. Being out of hours at night I very much doubt that it eve got viewed by a human. Absolutely horrifying, untreatable goods with less than 48hrs before use by. Complete waste of food and loss of money!!!

Asda taking advantage of being able to unload their out of date stock on home delivery. Last order had items delivered out of date and this delivery has fresh produce which only had 2 days also sending puppy food for 10 Yr old dogs and only having 80% of the items . Will not use again.

Just cancelled my delivery pass with Asda, been having my shopping home delivered from Asda Hereford since 2021 and I was always satisfied but the last 12 months has been truly awful. Missing items every week, sometimes only 1 or 2 items or trying to give me shopping belonging to someone else, but on at least 4 occasions missing trays from my order. Once it was all of my freezer food, another it was all of my tinned items. It’s really frustrating having to then make a physical trip to the store to re-buy the missing items as it kind of negates the point of home delivery. The final straw was this weeks where 20 items are missing, I logged the items as missing on my online account for a refund and my request has been rejected resulting in me having to pay £30 + for nothing! I will be taking my custom elsewhere.

I use Asda home delivery or did.I can’t go to store .website is worse than ever each time I go to amend it says we can’t accept your payment at this time. Come back so I can’t amend my order .my sons design websites and agree this is horrendous and NOT customer friendly time to rethink Asda you are losing customers. And I’m one of them.

No cashiers on tills at at all and was early about 6.30pm , wouldn't mind but had large shop approx £160.and would be fine if self service till was ok , but no every other item it said call for assistance, really rubbish could not feel the weight of products . Took about half an hour and no apologies from staff . Also end of Isles blocked completely by goods for restocking, couldn't get what I needed, one shop floor person watched but offered no assistance. When I asked for the name of the manager I was completely ignored. Really won't shop there again.

ASDA NORWICH is the most terrible of them all. Placed an order for the next day delivery and paid in full. You called me the following day it was supposed to be delivered that a driver called in sick and the order will be delivered the next day. All for me to wake up this morning seeing a message on my phone that the order was cancelled. Who CANCELS an order without letting the customer know prior. My food got spoilt waiting for the pot I ordered for and you frustrated my mental health as well as my money that I paid for was not refunded. Now I called the incompetent ASDA and said my mind and with the complaint. They are asking me to rebook my order. WHY CANT YOU REBOOK THE ORDER YOU CANCELLED YOURSELF without my permission???

Asda Norwich is very unprofessional and incompetent.... I WOULD NEVER EVER RECOMMEND ANYONE ORDERING ASDA GROCERIES ONLINE... Am not surprised they have terrible ratings of 1.4 online.
if there was a -0 star, they deserve it. Am so frustrated here.

Absolutely dreadful. The Asda staff themselves that deliver the orders are amazing but it's ruined by not getting refunds and customer service non existent now.

Basically you are billed for your amount, its held for a while after delivery, then if any items are missing they charge you the new amount but the difference in the cost between these is held in "pending" for about a week. Means that you cannot access this money.

If you have a budget and half your order isn't there, you still need those items but have to get them elsewhere, costing more than you budgeted for, meanwhile Asda keeps the extra money for a week....

Since the new website I spend more time wrestling with asda online than going to the shop and getting it.
There is no choice, there are hardly any products on the shelves. (who has a bistro meal deal with one starter, two mains, four side and one sweet!!) if you manage to get an order scraped together you can't pay or edit it.
I used to spend upwards of £250 a week on a family shop. This week we spent £70 as we couldn't find anything! it was like shopping in an old communist shop, so went to our local town and went in Sainsburys, Morrisons and Aldi.
This was a better experience and will not be playing the Asda find a food competition anymore. Unfortunately when you try the grass next door you don't tend to come back.
The website now ONLY allows you to phone to ask/complain, this means you sit on the phone for ages to be told eventually they are having issues!!!
Goodbye Asda, you were good at one time but those times seem to be gone.

Since asda updated the app it's terrible now , slow , cutting out , rubbish

I have received my order today the chicken and 18 pts of milk are out of date today. This isn't the first time it hsppened last week
No dog food, absolutely stupid substitutes god knows how the company keeps going, should never have been taken over
If you put in for a refund its declined, SO you ring customer service , 35 minutes later and still on hold
Still no refund
GET YOUR ACT TOGETHET !!!!!!!!!

I have been using asda for over 14 years now and all has been well up until the last year or so.
Many times now my order hasn't turned up and I recieve no communication regarding where my order is. I call the help centre and they sometimes can't track the order as system is down or if they can they then tell me it'll be about 20 mins or so and then it ends up been hours. Then they don't refund me automatically I then have to call them again to request a refund. These type of things have happened about about 10 or more over the last year or so. The drivers at the door are also fed up and saying they go back and complain but nothing gets done about it. One driver has told me they currently have too little vans for the amount of drivers and too many orders for the available vans. Also things leak, food out of date, meat with packaging open, dirty delivery crates. One driver told me it was his last day and he had planned to stay till retirement but recent changes in the job have given him no choice but to leave.
I spend an average of £250 per week on grocerys at asda with a family of 5 and they've now lost my custom and I'm sure many more customers must be leaving. The company is currently a mess and needs sorting!