Groceries Asda Reviews 2,424

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.

Some Esso garages run by Asda, I have been told. I saw a member of staff smoking indoors and they never have top up machines working in Connah's Quay. Won't be going back.

ASDA Virgin Olive Oil. Asda are known for good products at low prices. but their Olive oil delivered with disgusting gunk in the bottle. It turned my stomach over so I won't use it. Take advantage of ASDA's great products but please avoid this olive oil. Don't want tummy bugs

I have been ordering shopping online for quite a few years. The site use to be ok. But since then they have had a few site updates. Saying they are going to be faster and better. They're worse than ever. When you call them all they say is i will log your complaint. ASDA FIX UP YOUR DAMN SITE. A RICH COMPANY LIKE YOURS AND YOU CAN'T GET IT TO FIX THE PROBLEMS. WHY DON'T YOU USE TESCO IT DEPARTMENT.BECAUSE ASDA YOU HAVEN'T GOT A CLUE. NO WONDER YOU ARE LOSING CUSTOMERS.

I have been a faithful Asda supporter since they first took over Safeway, many years ago. I can no longer defend them, based on numerous issues with stock, or lack of. I ordered £300 worth of groceries today, via their delivery service, since I live many miles from the nearest shops. However, a huge chunk of my order is unavailable, even down to onions! This means I now have to travel a 35 mile round trip to pick up the items that are missing, which kind of defeats the object of requesting a delivery in the first place! No more, I’m done!

Absolutely awful
Large apple crumble ( fresh ), out of date THREE HOURS after my 9 pm delivery slot.
Large pack fresh ham out of date the day later.
I know I should have checked the dates , but had the guy waiting outside for the baskets in the rain.
I won't use Asda unless I'm really stuck, but I'll do without next time.
What a waste of money.

ASDA have really gone down the drain.

I have shopped here for decades and the past few years they have really gone into steep decline, with poorly stocked shelves, non-existent customer service, surly staff if you can find any, and fresh produce that is a disgrace. The ONLY reason I still use it is it is my nearest supermarket but in future will not waste my money and go a little further for a better experience. I have just noticed the previous reviewer shops at Benton which is my local too. Maybe we are particularly badly served.......

I get 2 Google play cards every week from asda store at Gosforth, done this for over 4years. I pay £10,for,1. The other is for £20. The 20 is half paid for by my grandson, who pays 10 out of his pocket money. Friday 13th feb [lol] paid for both. I always look at my till receipts to see if Google codes are on,the £10 was OK, £20 was on receipt but no code . Cashier called assistance manager, name Karen [true] , explained to her money taken, no code game won't accept it,she in her very arrogant way and always interrupting anything I tried to say, was adamant ASDA dose not print codes on there till receipts. even though I was showing her the £10 with code on receipt and the ,,£20 with no code. By now there were 3 security officers standing 3foot away the gloating look on her face was she was in her element.she stated in a very loud voice which just about every shopper in the store could hear, take it up with Google. and I mean LOUD. OK I backed down just to calm things down, I knew I was right as its the retailer who has to correct things, she says again ask Google, I leave store telling her I would contact them, Google were fantastic.. looked online, 3 options call back in 1 min, email 1 day or drop box chat, took phone option. Explained everything to Google, they had card code, even told me card was scanned but NO money entered on card, so no code was activated. Went back to store 3days later unfortunately assistant manager was off for 3days [sigh] so had to wait till Friday 20th Feb, now Don't forget she said all time she was in the right no code, no refund.. Well arrogant assistant manager Karen, you were proved 100% WRONG...I asked and was seen by the big boss manager at asda Gosforth Hollywood Ave, He said all gift cards no matter who from always show codes on till receipts. I was refunded my £20, instantly by him.it just goes to show, it dont matter how posh you talk it dont matter how much you think you can bully customers,if your store or your staff do WRONG then correct it. As for Karen, I strongly suggest she changes her occupation to a ...person that's picks up dog c.ap..

Asda would not accept the situation for an online order that went on express click and collect instead of delivery. As I had a broken foot, I could not drive or walk the distance. No end of phones call I had made and no one gets it. You cant speak to head office either, all goes back to the online dept. and they would still not accept I had not collected any of my order. They took money from my bank Had the phone cut off on me 3 times as they say order has been full-filled so someone on click and collect has falsely took my order , talk about shop lifters!!!!, better look at another source too., With a broken foot I could not collect, UNLESS I PAID FOR A TAXI. so its now left in mid air. .Asda is an utter disgrace. Will not shop there anymore. They have billions, I need my pension money.

Tried Asda first time for a while still dreadful. Bought raspberries most mouldy hidden by labelling. Apples only sold in packs only wanted one. Most fruit not brilliant. Store layout not that good. Cream miles away from milk and little choice. Ham little choice. Just picked a few urgent things. Will not return again. Going downhill. Avoid

Just had the valentines day menu from asda, not only was it the cheapest around but the food was spectacular! Everything was perfect! Best shop around thank you asda you made our valentines!

I booked an express delivery slot for today between 11:00am and 12:00pm. The order arrived at 12:35pm, delivered via Uber, outside the agreed delivery window.

On arrival, I discovered that a significant number of items were missing, including all chilled produce. I immediately contacted Asda and was put through to the store, where I spoke to a member of staff. Unfortunately, the interaction was abrupt and no apology was offered. I was told the missing items would be delivered by 1:30pm.

As the order had arrived late and incomplete, I requested a refund of the express delivery charge. During a subsequent call to customer services, this refund was agreed and I did receive an email confirming that the delivery charge had been refunded.

However, despite repeated assurances, the missing items were still not delivered. By 3:30pm, nothing had arrived. I contacted customer services again and was told the items were “on the way” and would be delivered by 5:00pm.

It is now 5:20pm and the missing items have still not been delivered, meaning I am having to contact Asda for a third time today. This has been both frustrating and time-consuming, particularly given that this was an express order intended to cover essential groceries, including chilled food.

While I appreciate that the delivery charge has now been refunded, I remain extremely disappointed by:

The failure to meet the express delivery window

The incomplete delivery

The lack of apology or reassurance from the store

Repeated broken promises regarding redelivery

The amount of time spent chasing what should have been a straightforward order

Obviously I will avoid using Asda in the future.

Asda have done it again , but this time they are going to be at least 4 HOURS LATE! Unlike Tesco who are always on time . I should have received my order between 3 and 4 pm today. It didn't arrive, suprise suprise! So yet again I had to call Asda , the lady informed me it would not be arriving till around 730 pm this evening. I had no prior call, email , text message or any form of communication to inform me my order would be at least 4 hours late !
I asked to speak to a manager and she kept me on hold for over 5 mins , then I asked her to call me back as was using my phone to call them . She didn't. Then I just received a pathetic email just saying sorry your order is going to be late !
They are never on time but this time it is really unacceptable! They are so unprofessional. I will never shop with them again ! Stick with Tesco , at least they are reliable!!
Phillip Stevens

I must say I am really annoyed.Last night delivery cancelled without ringing me or explaining what happened.Then I ordered for next day delivery and first one was late afternoon ok but chicken which I wanted actually cooking for dinner was out of stock and also few things.Absolutely rubbish service Who preparing delivery must be absolutely unprofessional staff.About drivers I must say they polite will see tonight.Still waiting for delivery.Fingers crossed So my view at Asda delivery is not issue with drivers but with Asda preparing staff which is absolutely ridiculous.
I don't recommend at all.Also lot's of ready meals for my elderly friend which I order for her are very much close to expiring days which is very bad.So many times out of stock items and not delivered.Asda 1 star!

The worst company and my last ever order with them, cancelling our order during the delivery window