Asdadirect Reviews 238

I ordered some dining room chairs for a dinner party I was hosting. Because it was on a specific day, I ordered in plenty of time (3 weeks ahead) – Asda stated that the chairs would be delivered a week later (I paid to pick a specific day), but nothing turned up. When I phoned customer services they said that the chairs had not been added to the day’s deliveries (for reasons they did not know!), and without an apology they rebooked for two days later, promising a refund of the elevated delivery charge I had paid. I took another half day off work, but the chairs still didn’t turn up. I then cancelled the order, promising never to use them again. They also refused to refund the carriage charge, the reasoning being I had never received the order !!!! – I haven’t the strength to argue the point any more. My advice – order whatever it is from someone else!

do not under any circumstances order from this company, you will be seriously disappointed! 5 TIMES I went to store to collect my item after receiving 2 emails to say it was ready to collect. Each time I was told it was not there and was in transit. Rang customer services for a refund to be told the accounts dept is now closed ( at 3.30pm in the afternoon???) and could they give me a call back tomorrow? Use this service at your peril and I would have given no stars if this was possible, never again!!!
Susan Harrison

Worst service ever! Ordered items never arrived!! They say they delivered to neighbour by Yodel!!! Who are worst delivery company on roads in my opinion! Phoned call centre 3 seperate days promised to phone me back!!! Never did! Rang back escalated call centre manager told they would investigate 36 working hours!!! Still no answer and no goods. To add insult to injury they now sent me email asking me to review the goods.
Very very unhappy customer

I don't have the time or the will to list all the things that went wrong when I ordered from Asda Direct, I can only plead with anyone thinking of doing so, PLEASE DON'T unless you want to experience :
- missed deliveries,
- being advised delivery has been made when it hasn't,
- being advised you were out when delivery was attempted and a card left when it hadn't and you were in all day,
- being sent a refund (for an incorrect amount !) for items being out of stock 2 days after you've already been told they are on their way.
-Trying to communicate with their 'customer service' call centre in South Africa over a very faint line.
- having part of your order (which was supposed to be signed for) left on your doorstep in the rain 2 days after you'd given up and cancelled it.
- having to explain 4 times how much they needed to refund for items not received as they appear to be incapable of performing simple maths.
- being advised by email two days after you thought you'd resolved everything that further items had been despatched.
- getting no response to emails or written complaints.
Even now they still have no idea what they have delivered and when.
If you wanted to set up an organisation as an exemplar of bad service and incompetence you'd struggle to compete with Asda Direct

I ordered from the website which said the item was in stock and when I got my order confirmation it said they were out of stock, I called and they could not tell me when I would recieve the item. Finally I had confirmation it had been dispatched but a week later it had not arrived. I called and initially I was told I had to wait another 5 days but after persisting she called Hermes who had lost the item. Instead of Asda dispatching a replacement they insisted they could only refund and it was up to me to then go back on-line and re-order a replacement! I as told they could not dispatch another without payment, but I had paid for this item I had not received and the fact that the courier had lost it was neither here nor there to them, such bad customer service that I asked to speak to a manager and I was told she was not allowed to put anyone through to the managers but she took my details and someone would be in touch, that was two weeks ago!

I ordered a cream microwave they sent a turquoise one because they were out of stock of cream!! There wasn't even a turquoise one on their web site. Now I am struggling to get a refund, they are making it my problem. Without going into too deeply and getting my blood pressure up.

Why should I have to wait 10 days for a refund?

My first experience of shopping with a home delivery from Asda was very disappointing with incorrect items delivered causing me considerable distress as I had just undergone major surgery rendering me unable to drive for a few weeks. However, despite having the wrong goods delivered after speaking with Asda representative and explaining how inconvenient the experience had been, the problem was remedied promptly and courteously. Had I not received such polite and expeditious actions I may well have decided to not use their service again, however, fair play to the rep who was very considerate and efficient. At the end of the day we can all make mistakes, these are merely an opportunity to demonstrate genuine customer care whicch Asda did on this occasion, thank you.

The worst company ever if you develop problems with your goods or order only a South African call centre will be able to NOT attempt to help you. Bad communication and the Scottish team you get through before you get diverted are rude and unhelpful. I paid next day delivery and was not even contacted when it didn't arrive, then i was told the TV was out of stock then I received the order 4 days later! Then the TV developed a fault....I was then told that they would take it to a warehouse analyse it etc....(At this stage I'm pulling my hair out) If i buy a new product from the shop and it develops a technical fault i take it back and get a new one! Now im being told I can only talk to someone in South Africa, and will be left without a TV for weeks...At this stage I don't even trust them to take the TV away as It seems I could end up with no TV and no REFUND! I swear I will never use Asda again..and as long as I live I will tell everyone I know...unprofessional! Im so livid!

I could write a book about everything that went wrong with my experience. From items being delivered in parts and on different days to not receiving my items. I also received goods damaged on transit. Customer service helpline based in South Africa....They may speak fluent English but communication was difficult. They didn't seem to care about my complaints or all the things asda had done wrong. This was my first experience with asda direct. Unfortunately I will not be using them again....too stressful.

I Love this company and would recommend them

Placed order for two kids kitchen as early christams presents for my kids. Paid and got a day for delivery and then no news so thought of tracking what's going on and found the order has been cancelled by asda for no reason, wrote a complaint no response. Cannot leave a review on asda site for others not to get disappointed but they wont let you put a genuine review of what the service was like. My little ones were waiting each day for their present to find it wont come. Every one should know the poor service by asda, four couple of pounds its not worth risking when their are loads of shops with great customer service but not big like asda. asda is a company which values customers to pocket our money but not because they want to deliver good customer service. its not my first experiance of this sort from asda but £5.00 cheaper coudn't resist but really disappointed not just me but my little kids just 4 and 3 if any one could guess.

I am afraid another customer that has experienced all of these problems with Asda Direct, I really wished I had read these comments before placing an order and handing over my money! This site should be available for all to see, Do Not Order From Asda Direct!
I will never return to them as a customer!

I collected my order on the 1st of November.
I returned 4 items of my order on the 4th of November in store.

There was a system issue on the 1st and 4th, hence the order is still showing not dispatched when I look online. I was told on the 4th that it would take up to 3 days to receive the credit into my account after the guy spoke to the team via the 0800 number.
I contacted ASDA via the website on the 8th and the 14th to ask for the refund that I am meant to receive.
I visited ASDA store Crawley on the 17th and the Eva had to phone the 0800 team again and ask for assistance to get the refund done. They promised Eva that I would see my refund within 48hrs. Of which I still don't see it credited.
I was told the ASDA direct call centre is offshore ...nevermind that nobody from ASDA direct has bothered to even send me an email to respond to my previous online queries. Poor Poor customer service. The fact that ASDA direct is offshore and they experienced system issues, should not be my problem.
Thanks to the in-store employees being so friendly and understanding, but sadly my issue has not been resolved by ASDA Direct yet...

It was the first time I used ASDA direct, probably the last time too.

20362757
Disappointed Customer...

Ordered Play Station 4 and Call of Duty, payed for espress delivery for saturaday, waited in all day but no show, contacted DPD and they said that they have not recived the consignment for Asda, contacted Asda who refunded my express fee and £10 E voulcher and when on to say that the goods would be delivered on monday before 9 am , well guss what 1030 monday no parcel. contacted DPD and the same replie , have not recived consignment. well contacted Asda to find im going around in circles. after explaining the above to Asda they now say i'll have to wait 48 hours for them to find the consignment and if they cannot find it they will refund the full amount. this is for my son birthday on wedesday , so sorry son no prescent untill after thursday if they refund the money on time.

Placed order on Tuesday and was informed order would be ready for collection from store on Thursday. Got an email on Thursday to say order had been dispatched but to wait to receive an email informing me that my order had arrived - so far great!
Then I heard nothing else all day and nothing the next day so getting a bit worried I decided to give their customer services a call. Apparently only half my order had arrived in store and I had to wait for the other half to arrive before I could collect anything. Not only had they not told me this at any point in the order process, not only had they not told me that the click and collect service could take longer than the 2 days shown when I placed my order but they STILL couldn't tell me when to expect my order!!!
"It might be tomorrow, phone again to check" Is what I have been told!
I am so disappointed as I was hoping to wear what I'd bought this weekend.
Would not recommend on the basis of this. Considering I was expecting to collect my order yesterday and the earliest I'll be able to get it is tomorrow at best but hey they can't tell me for definite so I'll have to phone and check! JOKE!

Ordered an item from this company on Monday 11 November on next day delivery. By 4.15pm on Tuesday I hadn't received an email confirming despatch. Rang asda to be told item with courier even though on my screen it said it was still at warehouse. Told by customer services I had been sent email on 12th telling me of delay, no such email received. Received email weds 13th telling item despatched from warehouse and received by courier on weds approx 4 am. It's now 7.45pm weds and courier has delivered my item elsewhere, rang asda to complain about yodel and guess what they were no help at all. Not a happy customer at all and my ordering will be with Tesco in future, at least they arrive when they say they will.

I am shocked and appalled by Asda. My wife signed up with Asda's website a few days ago and went for a delivery between 9pm - 11pm yesterday (4th November 2014) as me and my wife go to work. To our surprise the delivery didn't come, my wife called this morning and was told that someone would call her back within 2 hours. Again, our surprise no one called us back. My wife made a further two calls to find out what was going on but due to call volumes your automated service cancelled the call saying to call later.

My wife hoped the delivery would come today so told me not to go into work because the delivery contained many essential items for our child.

My wife called Asda at 6pm and told Yolanda (customer service agent) the situation, she stupidly offered free deliveries for the month. I was shocked, as rhey cant even deliver! So only God knows when/ if our delivery will ever reach us.

My wife called Asda at 8pm today for an update and was told the driver came to the house but no one answered the door!

Dirty liars as staff members, they should be sacked!

Not only was we told that your driver lied but also was told our money cannot be returned for around 10 working days! Unless we go through our bank. The amount of grief they have caused our family.

Disgusted with their service.

My order was over £150 and was going to be my monthly shop as we just don't have the time anymore. They have lost our business. We will ensure we tell our friends and families about our experience to ensure they get the service they deserve ELSEWHERE.

Disgusting treatment!

I ordered a new bed for my Daughter, four weeks ago. The invoice stated that it would be delivered by 29/10/14, so I booked a day of annual leave to ensure I was available to accept delivery. On the morning of 29/10, I called the ASDA Direct helpline to confirm delivery and was assured that the bed would arrive before 7pm, so I dutifully set about dismantling and disposing of my Daughter's old bed.

The new bed did not arrive!

I called the helpline at 19:45 (it's open from 8am to 8pm), after 15 minutes of being on hold, my call was answered. I politely asked where my order was and was asked to hold whilst being put through to the relevant person. So I waited and waited and waited. By 21:15, (and an hour and a quarter of the awful call centre hold music) I hung up assuming that all staff had gone home disregarding my call.

I called back at 8am on 30/10 to express my frustration at the lack of service and to determine where my order was. I was told that it hadn't actually left their supplier! It would in fact be at least another two weeks before I could expect it! In recompense the customer services representative offered to refund the delivery charge. IT WAS FREE DELIVERY TO START WITH!!!

After many more phone calls throughout the day and escalation requests by myself I eventually managed to get a refund - although ASDA Direct were extremely reluctant to act quickly on this.

I have NEVER had the misfortune to be on the receiving end of such a poor service (even though I was briefly a British Gas customer). I was lied to by ASDA Direct more than once. I wasted a day of my precious annual leave, and a second day trying to sort out the mess that ASDA Direct created. And now, my Daughter will have no bed to sleep in until I can source an alternative!

I was offered an eVoucher or Gift Card to compensate me for my troubles. However I have declined this offer as I will NEVER use ASDA Direct EVER again - nor am I an ASDA store shopper as I work at a cheaper, better quality competitor.

I cannot recommend ASDA Direct to anyone. Furthermore I would actively recommend steering clear of any service they have to offer. There is clearly a deep rooted communication problem in their infrastructure.

DO NOT MAKE ANY PURCHASES FROM THIS COMPANY!!!

Ordered a gilet and trousers online on Sunday night, they told be it would be there to collect on Monday, so far so good. My partner went in on Monday and was told the goods were not there. I went in on Tuesday am given the gilet but the trousers are not there. I asked if they can contact me when they are in stock - no, I have to chase them. My partner went in again on Thursday ad was told the trousers were not there but would definitely be there on Friday. After making the forth trip to Asda surprise surprise, they still haven't arrived and they still won't contact me to tell me when they are in stock. I have paid for these goods and Asda have not supplied them. Asda have wasted mine and my partners time, each time we went to collect we were kept waiting for at least 20 minutes. This 'service' is a joke, don't bother, just go elsewhere. I will be having my money back for this and making a formal complaint, disgusted.

We ordered an item from Asda Direct at the beginning of September 2014,we were informed that the item was available and made the requested payment,after three days we were informed that the "in stock" item was in fact "out of stock",as we were taking this item to our Grandon in Portugal we could not wait and requested a refund which we were told would be back in our account within five working days,it wasn't,it took five calls to their awful,rude customer services in South Africa to get our money back,in between we received emails stating that the item had been dispatched and was awaiting collection in our local store,we went there and guess what....no item.
I regularly shop online with many other companies and have never experienced such an appalling buying experience,they are truly dreadful,and I for one would say look elsewhere.
I have since looked at the number of awful reviews about this company and can see that I am not alone in my dissatisfaction.