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82 Reviews
  • Diversity
  • Friendly Staff
  • Massive store so its hard to concentrate
  • Trolley site could be improved.
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    82 Reviews
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    • More +
      27.04.2014 23:18
      Not Helpful
      (Rating)

      Advantages

      • Convienient
      • "Huge amount of choice"
      • Diversity
      • "Friendly Staff"
      • "Great value"

      Disadvantages

      • "Massive store so its hard to concentrate"

      Great value for money, great customer service,Brilliant product diversity.

      I love Asda.Its amazing value for money and their own brand economy range of groceries and toiletries is fantastic. The only off putting thing about my local branch of Asda is that it is a massive store so you end up wandering around looking for a loaf of bread for about twenty minutes but I suppose I cant really complain on that score as obviously it has to be a large store in order to house all the goods it sells. The great thing about my local store is that they stock everything from electricals to games,CDs,DVDs and clothes, to groceries. They also have a post office facility which is extremely handy and a Macdonalds fast food court where I usually take the weight off and keep my youngest son occupied with a Happy Meal once he starts to get bored with me and my shopping trip.
      The staff at Asda are always really down to earth and friendly . Happy to help whenever you need assistance. I think Id definitely rate it way higher than Tesco for combining both my food and household item needs as they beat the rival store hands down on price.

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      07.05.2013 00:07
      Very helpful
      (Rating)

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      Variable between adequate and abysmal

      I've tried four different online supermarkets (Ocado, Sainsburys and Tesco as well) and this is by far the worst for fresh products. Grapes and cucumbers in particular are rarely edible, and I've received peppers of very variable quality. On one occasion my produce bag of apples contained the lemon I'd ordered, and the weight of 'apples' included the weight of the lemon - admittedly not a huge amount, but was this a genuine mistake? On one occasion I was missing products I ordered, and on another I received part of somebody else's order - every order is like a voyage of discovery, where you never quite know what will be in the bags!

      That's if you navigate through the website in the first place. It's hideous. Aside from the garish green corporate colour, there are no links from products on an order back to the product page, which is exacerbated by this page not giving item sizes. Substitutions are generally sensible and accurate, although I was a little annoyed to have a pack of 12 white rolls replaced by 'Kingsmill 50/50 rolls', which turned out to be a pack of 6 - and turned out to be Best Before the delivery day itself! Shoddy, but as I've had a pack of 2 spring rolls replaced with a pack of 4 for the same price before, I guess it's swings and roundabouts.

      Asda always set their stall out as offering the cheapest branded groceries, and they certainly live up to this. When buying bulky store cupboard items (soup, sauces, fruit juice, beer, beans etc) the prices are enough to make up for the other shortcomings, but now that I pay for free deliveries from a rival, I doubt I'll use Asda again unless my circumstances change.

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      10.04.2013 15:03
      Very helpful
      (Rating)
      2 Comments

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      Disappointing, won't be going back.

      I've been ordering my shopping online with Tesco for a few months now. This week I decided to give Asda a try due to an offer on Quidco for cashback for new customers. My cashback has gone through ok, but I don't think it was actually worth it, in the end.

      The part of the website for creating grocery orders is very badly designed. Its not nearly as intuitive and simple as Tesco. When you search for an item, the results screen is almost completely obscured by a box displaying what other people who searched for that item also looked at. This is not usually helpful. When I searched for sugar snap peas my results page was covered in pictures of bags of icing sugar! The site isn't unusable, but it doesn't 'flow' very well and it takes a lot longer to get things done than on the Tesco site.

      I found the checkout process to be a bit 'buggy' too. I kept getting red warnings every time I tried to finish my order, even when I hadn't made any errors. The checkout didn't recognise my already booked delivery slot either, I had to cancel and then rebook it and go through the whole process again.

      The website isn't completely useless, it does display your basket and update it as you go along, it does divide the products into handy categories, but when you're used to the Tesco site it just feels sluggish and disorganised.

      As for the actual delivery, I booked a two hour slot and my order arrived 5 minutes after the slot ended! This isn't a huge problem I suppose but its not great. With Tesco, you get a text message narrowing down your delivery to a one hour slot which is really convenient. The delivery driver was polite and friendly but didn't offer to carry my stuff into the kitchen as the Tesco man always does.

      One item was missing from my order, it wasn't a big issue, but the delivery driver told me somebody would phone me to sort it out which never happened. Also, several of my fresh food items actually expired on the same day as the shopping was delivered which did annoy me. There was no way I could eat that stuff before it went off (some of it had risky ingredients like chicken or prawns) and not everything is suitable for freezing. I didn't even notice some of the use by dates until the next day when they'd gone by. I don't think its unreasonable to expect that food delivered on a Saturday will last till Monday or Tuesday!

      As you can probably tell, I won't be ordering from Asda online again. I'll be sticking with Tesco who have got this home delivery lark down to a fine art. Asda will have to do a lot better if its realistically going to compete with them.

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      • More +
        16.12.2012 12:27
        Very helpful
        (Rating)
        5 Comments

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        Asda online grocery shopping.

        Grocery Shopping
        = = = = = = = = =
        I don't mind going grocery shopping and it doesn't bother me having to go out and do it, how-ever due to work commitments and not being able to get to my local supermarket all the time I decided to start shopping for some of these items online and having them delivered. My local supermarket is Sainsbury's, how-ever quite often I will go to my local store to find shelves empty or products that go out of date the following day, this is especially the case with their loaves or bread. I find Asda really cheap for shopping and I also find that they have really good offers and deals on so I decided to start doing online shopping with them, where I could pay to have the items delivered to my home. This was much easier for me and would save me time and also money because Asda are a lot cheaper that other supermarkets such as Sainsbury's.

        The Website
        = = = = = = =
        When you first go to the Asda website you will notice the green colour of the website which is the colour that represents Asda. There are a number of options along the top of the page depending on what you are shopping for. This includes Groceries, Asda Direct, Asada Money, Entertainment, George Clothing, Baby, Gifts, Photo's, Flowers, Travel & Holidays, and Health & Beauty. You will see some pictures of offers that are currently on such as certain foods for the festive season. Simply click on Groceries to start your shopping. On this page you can type in your postcode to check that Asda deliver to you and you also log in if you already have an account or you can create an account at a later stage once you have completed your shopping. Along the top of the screen are different categories so you can start shopping and adding the items you need to your basket. These categories include Fresh Fruit & Veg, Fresh Meat & Fish, Dairy, Eggs and Chilled, Bakery, Food Cupboard, Drinks, Frozen, Health & Beauty, Baby & Toddler, Household & Laundry, Pets, Home & Entertainment. I sometimes write a list of the items I need and refer to this when shopping or I will browse some of the section to looks to see what items they have to offer. I don't tend to buy fresh fruit and veg as I like to see these items and pick them for myself. When you click on one of the categories this will come up with a page of items that are on offer in that category. For example if I click on Dairy this may give me offers for cheese or other items.

        Once you have clicked on the category there will more options for you to choose from such as Cheese, Milk, Butter/Spreads, Cream, Eggs, etc. Simply click on what you are looking for, for example Cheese and a range of cheese products will be displayed. You then narrow down the selection to see by choosing a specific brand such as Cathedral City. Once you have seen the item you like simply click Add under the product and this will be added to your basket. You can read more information about the product simply by clicking on that item. Once you have added your first item you will need to create an account which takes just a few minutes. Your basket is displayed in a section on the right hand side of the screen where you can see the items you have already selected and the total of the items in your basket. You can add more of the items remove them or change the quantities when you are ready to pay for your items. I could spend a good hour browsing the different items on here if I'm not looking for anything specific. As you can search for items by using the brand this takes less time if you are looking for specific products. Once you have finished shopping simply press the Checkout button which can be found at the top of your basket you will then be taken onto the next screen. Please note that minimum order for delivery is £25.00.

        Checkout
        = = = = =
        The first process of the Checkout stage is to book your slot for delivery. You can choose 2hr or 8hr slots. I normally go for the 2hr slots due to work. A table of information will appear with dates and times that you can pick to have your shopping delivered. The prices do vary depending on what time of day you want your item delivered but the cheapest price is £3.00 and the most expensive is £5.00. If there is a picture of a van it means there is a van in your area during this time. Once you have clicked on the slot in the table you would like it will check that this slot is available and will then say 'Available' in green lettering. Click Book Slot and this will finalise the time slot you have chosen. You can now go on to check the items in your basket and pay for your items. The items which were placed in your basket will appear in a long list, here you can change the quantities or remove the items. You can also choose whether you want to have any substitute items or not. I normally un-tick substitutes for my items so if they don't have the item in stock I will be refunded. If you choose to have substituted items they may send you a slightly different item. For example if they haven't got Kingsmill medium sliced white bread they may send you Hovis medium slice white bread. Once you have checked the items in your basket you can pay for your items and you will get sent a confirmation to your e-mail address confirming your order and time slot. You can change any items in your basket up to 1pm the day before your delivery is due. If you have any problems with your order that you can't work out how to amend online then you can call Customer Services with any queries. The money for your shopping won't come out of your account until your shopping has been packed the day before the items are due to be sent to you. If there are any problems with your card or payment information they will either call you or send you a text message stating that you need to contact them regarding your recent order.

        Delivering the Items
        = = = = = = = = = =
        I can't fault Asda for not being on time as whenever I have ordered from here they have never been late and have always arrived on time. I always find the drivers very helpful and polite and they can answer any queries that you may have. The driver will unload your items from the van and will hand you an invoice and inform you if any items were out of stock if you have any substitute items. If you are not happy with the substitute items you can tell the driver where he will take them back and will scan them in order for you to get a refund. The driver doesn't stay whilst you unpack and check the items on your list so if you have any other problems with your shopping such as missing items you will need to ring the customer service number which can be found on the invoice. When I receive a delivery I always go through the shopping bags and check the items off against the invoice so I can be sure of what items I have received. The first few times I ordered from Asda I didn't come across any problems and most of my items were sent and not very many items were out of stock. It seems as though the more often I order from Asda the worse the deliveries are. The 3rd delivery I received from Asda a few of the items sent to me didn't match the items that I had ordered. I had ensured that I had ticked no substitutes when placing my order and as I unpacked my order and checked it off against the invoice I noticed that there were items I hadn't ordered but there were also items missing. I had ordered some fresh casserole beef and I received frozen vegetable casserole mix instead, how this mistake was made I had no idea. I also received chicken pies instead of the beef pies I had ordered. I had also ordered some chocolate and banana puddings and I was surprised to see that the use by date was the day that they delivered them. I rang customer services about this and they refunded me for the wrong items that had been sent to me. I received the refund back into my account within 2-3 days. Despite this slightly bad experience it didn't put me off ordering from them again so the following month I placed another order.

        As always the van arrived on time and I was left to check off the items against the invoice once the driver had gone. Everything was going fine, until I peered into one of the bags which had some baby shampoo in and it had leaked inside the bag covering every item in there with baby shampoo. I totally understand that items can be damaged or maybe even broken during transit; how-ever what puzzled me after sorting the mess in the bag out was that I couldn't find the lid to the shampoo in the bag. The sweets & other things which were in the same bag were covered and I had to throw some of these items away due to them being in cardboard packaging. I rang up customer services the following day and they refunded me for the shampoo and for the items which I could no longer use. I again received the refund within 2-3 days. This still didn't put me off ordered from Asda again as I put this down to the bottle being damaged during transit even though the shampoo lid was no-where to be found in amongst my shopping!

        The next 2 times I have ordered from Asda have not been good experiences. I actually placed and order for my granddad as he is unable to get out of the house. He didn't have a big order but had essential items on there such as Milk. I was very surprised when I was handed the invoice to see that they were out of stock of Semi-Skimmed Milk. . A large supermarket out of stock of the most popular item? This was very hard to believe. Maybe it was the case that he had ordered 4 pints and they didn't have a 4 pint bottle but had 2 pint bottles and someone hadn't used their initiative and though I know we can send 2 x 2 pint bottles. As this item was apparently out of stock we were refunded for this straight away, it also meant I had to pop to my local supermarket to get some milk that apparently Asda were out of stock of which I found very hard to believe. My most recent order with Asda has been a disaster. I placed the order approximately 2 weeks ago and a lot of the items on this list were items for Christmas. The delivery arrived on time, how-ever after checking off the items against the invoice there were a large number of items missing. In total I was missing over 20 items and there was no way that I had missed marking these items off. I was really shocked by this as the items weren't even out of stock and they had apparently been packed ready to be sent to me along with my other items. I rang up customer services the following day and I got told that the store manager would get back to me. The following day I received no phone call so I decided to ring them again. I gave the person on the other end of the phone my details and he made note of what items were missing and told me that I would receive a call the same day. Once again the whole day passed without a call from the store manager. All I wanted to know was if Asda were going to re-deliver the missing items or if they were going to refund me so I could purchase the items elsewhere. I called them yet again and demanded a refund for the missing items as I had now purchased them from my local Sainsbury's store. I have been appalled with the customer service team and over 1 week later is still awaiting a refund for the items that were not sent to me.

        Overall Opinion
        = = = = = = = =
        I think the website is easy to use and I can find specific items that I am looking for quite easily. In terms of the ease of using the website and it being customer friendly and easy to navigate around I can't fault it as I always find everything I am looking for and have never experiences any problems such as technical problems when using the website. The delivery drivers always arrive on time and all the times I have ordered from Asda they have never been late. The first few times I ordered from Asda I have been very pleased with their service, how-ever the last 3 times especially my most recent order from them has been appalling and I have been very annoyed with the mix up of items. Customer Service are meant to be able to help you with any queries you have with your order, how-ever for my most recent order they seem to be absolutely useless at getting back to me and giving me my money back for the items they didn't send to me. I am very disappointed and annoyed at my recent experiences here and it seems as though the more I use them the worse the service gets. There was a few times where a few small problems didn't bother me but now every time I order from Asda there always seems to be a problem and they seem to get worse with trying to sort it out which is really frustrating. This has put me off shopping with Asda despite the brilliant offers on food they have there. After the experiences I have had I am more than willing to pay a bit extra for food that I know will get delivered to me and if I did have any problems with any other company I expect their customer service is much better than Asda's!



        (review may also appear on ciao)

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        • More +
          01.10.2012 11:08
          Very helpful
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          A supermarket whose online service leaves much to be desired.

          ---Do do do do do---

          For the last little while I've been incredibly skint. Something about throwing your weird flatmate out on her backside will do that to you. Totally worth it though. In the meantime, the upshot of that decision is that I've thought of one million and ten schemes to get rich quick or at least save a bit of cash. The first of which was online shopping. More specifically doing the mundane shopping for boring things like carrots online. Ok so carrots aren't the most boring thing on the planet, that's Cheryl Cole's job, but you get the point.

          ---Jingle Jingle---

          Since I usually brave my life and limb going to the dive which is my local Asda, I decided to continue a tradition and let them deal with my first foray into online convenience. Since I don't have anything similar to compare it to, you will simply have to accept my experience and impressions. Smack your loose change and carry on.

          ---Asda Green should never be seen...---

          Similar to the store, the website is the fabulously glaring Asda Green and that not-quite-white white. It's ugly. I don't like it. Pick better colours Asda. The browser is split into two, one side where your trolley items show and the other side to browse through the categories and items. Sounds fairly simple and it really is. Unfortunately it's a bit too simple and should really be tweaked to make it a bit more user friendly.

          If you like to use your scroll ball on your mouse to navigate, this site becomes a bit of a pain while it tries to decide if you want to scroll your trolley side or the main page. Becomes a bit of a nuisance if you want to go back and forward between items and check stuff.
          Still haven't found what I'm looking for

          More annoying than anything else, however, is the search facilities. You can either manually click through a million and ten different categories that make no sense unless you spend a lot of time familiarising yourself with them or you can use the search bar.

          If you do choose this abomination of a search bar, you will need to find the exact phrase that Asda has used to hide your goodies. As an example: I quite like Corn on the Cob. You know, the little frozen half cob things? Yes, them. So I type in Corn on the Cob. Sweetcorn comes up. Gross. A million other things come up. Gross. Even things that are loosely connected by daring to use the words "on" and "the" come up. But no corn on the cob. So I try Frozen Sweetcorn, which brings up pretty much the same list and everything else that's in the freezer department. I type Sweet Corn and walla, I finally find frozen mini cobs! Success. Really failure tainted success. Not every item is THAT difficult to find mind you. Just annoying that a lot of them are.

          ---Just a little bit. Just a little bit more---

          My next annoyance with the site is that when you are searching for an item it does tend to bring up a giant selection. Not a bad thing in itself except that each page only shows you a set amount of items. You have no options to choose how many items are displayed on each page meaning you get about 8 or 9 pages to tab through making the whole process a bit slow.

          ---Whats it all about, Asda?---

          Still going with my review slash rant, the information they give you about the products isn't always full or informative. Sometimes the important bits are in tiny writing (a middle class crime if ever I've seen one). This can lead to thinking you've just got an awesome deal on something like shampoo and then realising once it shows up that you've just bought three travel sized bottles for the same price as one big one. It can also lead to not being able to plan for your meals effectively. Just last night I was struggling to see how many slices of bacon were in a pack I was buying. The picture was too small and it didn't say in the item description. And yes, I need to know, otherwise I won't buy enough to cook certain things like chicken wrapped in bacon (three slices each, plus another for wrapping round a bit of cheese, sounds bizarre but try it!)

          ---Helpful... or not.---

          Another annoying area of the site is the section under which you can store your favourite items in a list. Each item has a quantity box to say how many you'd like and a tick box so you can whizz through the list ticking what you need and then hit the Add to Trolley button. Unfortunately if you want to change the quantity, rather than simply updating the quantity boxes, the whole page reloads. This means that if you've went through your list ticking what you need then notice that you need to change the quantity of an item, your entire list will be refreshed, removing all of your ticks. It's the same on every browser and computer I've used and its one of the most annoying things on the planet.

          Further to this, Asda regularly tell you after you've ordered that some of the items you have ordered "aren't available for your delivery slot" even if the store still has them. Some items have a slight packaging change and this means that anything on your list that has changed even just the colour of the box is no longer a valid item to buy. It would make more sense if Asda automatically replaced the new item when the packaging changed, but it doesn't.

          ---Do they deliver?---

          Once you've battled your way through your main shopping list, you need to select a delivery slot. You have a choice of a 2 hour slot for around £5 or an 8 hour slot for £2.50. Personally I feel if you are waiting in for a whole 8 hours your delivery should be free, especially if you are spending quite a bit of money. You won't get any notifications as to when they are coming at any point on the 8 hour slots either, unlike some companies who'll phone in the morning or an hour before etc. The two hour slots are a bit more accurate but a bit pricey. There was one occasion where I'd decided to go for a two hour slot and the delivery was an hour late with no phonecall. It was the last slot of the day and as the store manager had gone home, their customer service dept couldn't even tell me where it was.

          ---Packing a punch---

          If and when your shopping arrives, hopefully it will be better packed than mine was. On three occasions, kitchen and bathroom items that are quite dangerous were packed with vegetables and other food stuffs. On two occasions, chemicals had spilled out in the bags (once it was Raid, an insecticide and once it was a strong scented shower gel) making the food it was packed with un-useable. Another incident occurred when they had packed tins in a bag that had a giant rip in the side. I've since noticed that quite a lot of the bags arrive damaged which could lead to your items falling onto the floor when you pick the bags up. Needless to say, their packing abilities left a lot to be desired.

          ---No Substitute---

          Asda, like others, offer a service where if the product you order isn't available, they will substitute it for you. You can opt out of this completely if you wish or just select the items that you don't want substituted. After having 3 items substituted, I'd suggest if you want to use them, not to let them substitute anything. Apes have done better work matching up suitably pared items when offered a banana. As an example: I regularly get the 8 packs of tortilla wraps. If you like wraps, you'll know that every supermarket on the planet has about 20 types of wraps to choose from. You'd suspect you'd get another type of wrap if they were out of the ones you chose? You'd be wrong. Instead of 8 wraps, I received 2 Nan breads. Why? Because they were the same brand. Excuse me while I bang my head off the desk.

          ---Saving graces---

          So does Asda's home delivery service have any good points? It's usually cheaper. Even Asda are confident of that. If your shop isn't 10% cheaper than the four other leading supermarkets, you will get a voucher to cover the difference.

          It also helps make sure you don't get a tonne of duplicate items as you can check your cupboards as you go. Another upside is that you tend not to impulse buy on the junk food either because you can't see, which means less in your basket and more in your wallet.

          I can't really sing the praises of their customer services, despite having refunded a couple of the delivery charges when items have been missing or late. They also gave us a £50 voucher to use on the website, however, this was only after 3 deliveries had turned up broken, bathed in chemicals, late or other and my boyfriend had spent no less than 2 hours on the phone to 6 different people, a couple of which managed to "accidentally" hang up on him.

          ---Where do we go from here?---

          So, as you can tell, I'm not overly impressed with Asda. I'd actually prefer going to the store myself, it would cost less in petrol than delivery charges and it would take less time than waiting in. It does leave me open to the dangers of spontaneous junk food and muggings from the other clientele, however I think I'd rather put up with that than the shoddy online service. I'm going to give them one star for being cheap and another for the vouchers you get when your shopping's not cheaper in Asda. Two stars. Not brilliant. When I have a bit of spare money, I'll be swapping all of my main shopping to somewhere else. In the meantime, I might just try doing my shopping in a few different, even cheaper places.

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          • More +
            19.08.2012 19:15
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            Not recommended

            I have used the asda grocery home delivery service a few times now. Everytime I have always found something wrong but this has been small things that were sorted out easily - things missing, things out of date etc. Recently I have not been using asda because I have found the service to be much better elsewhere, however when they emailed me to tell me they had put a free delivery code on my account I thought I would give them one last try. I had my latest order from them delivered last Thursday so nine days ago now and thought I would share my experience and thoughts with you.


            The Online Shop
            --------------------

            To make use of the grocery delivery facility from asda you must place your order online. The asda website is home to all of their departments - grocery, asda direct, finance, George clothing etc. Therefore you must select the grocery option first.

            From here you have the choice of signing in or registering or simply seeing what's available without signing in. To register is very simple, all you need to enter are your address and contact details and you are ready to go. You then have the chance to book your delivery slot which I always do first. Asda deliver seven days a week 7am to 10pm with reduced hours on Sundays. You choose from two hour slots and they are usually priced between £3 and £6 I actually find their prices very reasonable as a weekday evening is usually £3 which I don't mind paying at all.
            You are then ready to start shopping. You can either type in what you are looking for or otherwise you can browse the online aisles such as bakery, chilled, frozen, special offers etc. I personally tend to type in what I want because I find it much quicker. However I do usually also have a quick look at the special offers when I'm about to checkout.

            I find the search facility of a good standard I can always find what I want with ease. However for some options you will find that despite it being on the site it doesn't come up when you search. However this problem is solved by widening your search terms eg. Instead of searching for Heinz Tomato Ketchup with Chilli just try Heinz Ketchup (please note this is not an actual example from the site I'm just explaining what I mean).

            I find using the toolbar options too time consuming and think that I would like an option to look at everything in that category rather than having to narrow it down eg. If I'm looking for cooked meats I don't want to look in the ham section then chicken then beef, I'd like the option to browse them all.

            I do like the way your search results are displayed as they are thumbnails making it quick and easy to glance over the page and locate what you are looking for. If you require further information you can click on them or if not you can simply use the add to basket function.

            I usually take about an hour doing a £40 or £50 shop so it's not too time consuming. Checking out is really easy, you simply enter your card details and your done. You also have the chance to ammend orders up until the night before your delivery which I find great.

            So, for me the Site is well thought out, easy to navigate and quick to use. I find the search bar good but think the aisle options could benefit from some amendment.


            The Delivery
            ---------------

            For me this is always where it begins to go wrong. My last order arrived within the time specified and my partner said that the driver had offered to help carry the shopping but my partner told him not to worry as its two flights of stairs and my partner always feels a bit mean asking that of them. This would have been fine.....except half of it wasn't in bags. All the larger items were without bags. Now I'm all for only taking a bag if you need one but this was ridiculous, items out of bags included 3x boxes of cereal, 2x 4 pint bottles of milk, potatoes, a cat toy in a box, a cauliflower, eggs and more. This meant it was very difficult to get it all upstairs and we also had a 12 pack of toilet paper so you can imagine the difficulty.

            It was now time to check the substitutions. I had taken advantage of a few 2 for... deals but sadly some items were not in stock. Therefore they had substituted branded items with their own but charged me more as they were not included in the offer. Scanning down the list I noticed that they had also sent apple doughnuts instead of jam but had not said anything about this being a substitute. I also noticed I had been charged delivery despite using the code they had given me. In total I'd been charged about £7 over the guide price for my £50 shop. Now I expect a couple of pounds difference sometimes but not that much.

            When it came to putting away the shopping I was upset to see a lot of the packaging was split, torn, dented or sticky. They had also sent wrong amounts of fruit and vegetables which I have found to be a common problem with asda. Once I ordered 2 carrots and was sent and charged for 7. I also find that they happily send things very close to them being beyond their best. One time they delivered half an hour before our time slot and left it all with a neighbour despite it being summer and having frozen and chilled items.

            So I wasn't happy with my delivery and cursed myself for using them again. I've had problems every time I've ordered regardless of whether it comes from my current local store or my previous one.


            Customer Services
            -----------------------

            I emailed customer services on the Thursday evening explaining my concerns. I had no reply so I resent it on Monday - no reply. I sent it again on Thursday this week and still nothing. I can honestly say that I will not be using their service again.


            Summary
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            An ok experience online but lots of problems with the delivery and absolutely appalling customer service and support. I will not be using asda again and instead will use sainsburys or ocado where prices are not much higher and I am treated like a valued customer and have found both of these to be faultless services.

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              23.04.2012 12:52

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              Good value for money

              Having used several methods of online shopping I decided to give Asda a try and 3 years later I am still using them. I find the website easy to navigate around and very user friendly.
              When you first use asda.co.uk you will need to register your details and password which is a very easy process,once you have done this you are ready to shop. Basically all you do is type in the product name and a lot of relevant products are available for you to browse through or you can look through the specially made drop down sections of products. On the homepage for your convienience are a section with some of the weeks special offers on and also some suggestions of things you might like to try. Before you shop I recommend that you book your time slot, these are 2 hourly slots with prices from £3 - £5. You will get your special offer products depending on which day you book your shopping.You can book your time slot when you have finished selecting your shopping if you wish.Once you have selected all thr food products you want you then go on to the checkout section which is a very easy process, this is where you check you have everything,use voucher codes for money off coupons called E-vouchers and whether or not you would like substitutes for you items.If you select yes to substitutes if your product isnt available Asda will send you another product similar to your chosen one,you will only get charged the same price and even if the substituted item was more expensive you wont get charged any more for it.My experience of substitutes have been fine so far and sometimes I quite enjoy finding out what they have sent me instead,it could just be that they send you a different brand name of the same product but they are usually fine.Once you have done this you just wait for your shopping to arrive.
              I my experience the drivers are always on time and are very pleasent and friendly.They will bring your shopping inside your house if you ask them but they bring mine on my front doorstep for me. You get a receipt at the door and If you have a substitute that you dont want, the driver will take it back for you and you will be refunded in your bank.If you are not happy with any of the products you can ring asda or send them an email like I do on the odd occasion that something has a short sell by date that im not happy with, because its cheaper and they will refund you the money.My overall experience of Asda.co.uk is brilliant they are good value for money and I wouldnt go anywhere else.

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              11.03.2012 15:53

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              Overall I would say that this is a good service

              I have used various methods of onlince grocery shopping, and I have to say that I believe that ASDA online is good value for money. There are some small problems with the service that would prevent it from getting a 10/10 rating but still well worth using. The product range is great and with various methods of constructing your order it is very easy and efficient to please your order. I have used the service on four occasions now, with varying success rates. On every order the order has been delivered with at least one of the items orders marked as not available, however they do give you an option to accept alternatives if an item should happen to be out of stock. I always untick this box as I would rather only receive what I have chosen. Generally the delivery staff are fairly helpful but on one delivery was greeted by a unhelpful delivery person because he was "running late" which was obviously of no concern to me.

              Overall I would say that this service is well worth using, it is cost effective and saves so much time (our best time yet around the supermarket has been one and half hours) so not having to spend your evening walking up and down the aisles is great. Also another benefit is that you only seem to purchase what you actually need and want rather than being subjected to offers in store.

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              09.02.2012 13:48
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              They are not very good at delivering what they should

              If you'd have asked me what I thought about Asda when I was younger then I probably would have given them a high rating. My parents always shopped in there once a fortnight because it was cheaper than the other supermarkets and was the nearest to them (about eight miles away instead of ten+). Every product seemed good value compared to other local shops and major supermarkets and there was always a good selection of items on offer. Certain brands we loved could be found in Asda when we couldn't find them anywhere else (a certain Lemon Meringue Crunch Pudding comes to mind here). They also did great deals on toilet rolls (which until recently, we couldn't find anywhere else). So that was why my parents always did their main shopping there. They never used the online delivery method, they always preferred to battle their way through the chaotic aisles. I would say back then, that was the only thing that put me off shopping at Asda ~ the long queues and the crowds of shoppers you always used to find yourself in the way of (or vice versa) down every aisle. My partner liked to shop there too as he was a big fan of Birds Eye and Asda stocked Birds Eye cheaper than any other supermarket.
              So after that, you would think that using an online delivery service would be perfect for us as we both hate grocery shopping. What is most appealing is knowing you can order from the comfort of your own home, you won't have to go out shopping in the cold, dark or wet. You can even have a cup of tea or a glass of baileys as you browse the aisles. You won't have to brave the crowds or stand for many minutes at the checkouts, with people behind you cursing you because you have a big trolley and they only have a basket full of beer and sweets. You don't have to bag the items up yourself and carry them to the car boot. They do it all for you and I think their £3.50 average delivery charge was quite good value when you take all that in to consideration, not to mention the cost of the petrol there and back as our nearest Asda is over eight miles away.

              Now after using their online delivery service, mine and my partners' views have been changed dramatically, to the point where we never want to have anything to do with an Asda supermarket ever again. The only things I will miss are their RC Cola and their cheaper prices. My partner said he would rather spend more and have a better service than save money and continue having the terrible service we have endured over the past couple of years.
              I bet you are thinking; if we have suffered terrible service over the last couple of years then why are we still with them? The answer unfortunately is easy. The cheaper prices, the items that couldn't be found anywhere else, except perhaps in an over-priced Co-Op and the fact that the Tesco supermarket was just as bad delivery-wise, the Morrison's don't do online delivery and there were no Sainsbury's supermarkets in sight.

              And I still haven't forgiven them for advertising that they stock Marshmallow Fluff, when we had been to several different stores looking for some jars and not one store stocked them! And the email I sent off to their Customer Services, asking which stores I could find this product in, was met with a standard reply that just listed where each Asda store was located. That was not what I had asked!
              One of the things that rattled us about Asda online delivery to start with were the different prices we were charged when ordering compared to what we were actually charged when the delivery came. If we bought something that was 'buy one get one free' it didn't let you know when the promotion date ended, so we could have ended up paying full price for both. Or (as a quick example) buy any five cans of soup for £2 and this offer wasn't on the receipt. Other times it was just a few pence higher than what we were originally charged. I found this quite misleading as the prices you are quoted and pay for online, should be the ones you are charged the next day when they bring your shopping.
              Or the fact that they don't bring you the best products; they must come from the bottom of the pile. The fruit and potatoes are normally battered and bruised, some of the packets may have split and spilled out in to the bags, other packages might be damaged and some items might go out of date the same day. So after this shoddy service, we started just getting the basics from Asda delivery and the fresh stuff from another supermarket that offered a much better service.

              Another annoying thing is to do with the time slots you have booked your delivery for. You can choose any two hour time slot as long as it's not booked up, but you can easily see which time you want from their chart. We usually pick a different time for a weekend delivery than we would for a weekday one and have also sometimes chosen the time when an Asda delivery van is in our area. It doesn't matter what time we choose, they always turn up as late as possible. For instance, if we book our slot for 2pm-4pm, they will turn up at about 3.55pm or if we book for 9-11am, they will come about 10.55am, even when there is another van in our area. Although saying that, on one occasion they did come early. Twenty minutes early to be exact! We were on our way home and thought we've got time for a quick drink before Asda come and they were already waiting outside for us. The driver had said he was twenty minutes early and thought he would come on the off chance we were in. I wonder how long he had been waiting there for us to get back. So in our experience, they never turn up on time. It's always as late as possible or as early as possible. From our own personal point of view, we prefer to not have to keep waiting around for as long as possible, it would be so much easier if they gave hourly time slots instead.
              The main thing that bugged us with Asda was their uselessness at getting our order correct (they always have at least one product that isn't in stock every single time). Quite often we found one or two items missing that we had paid for and were not in our bags. We sent an email off to Asda and they never bothered to reply so that says a lot about their customer service doesn't it. These items often just turned out to be pennies so we would turn a blind eye, we did not feel it was worth the hassle. Although once our order came and there were about three items missing and these were quite expensive so my partner rang up and complained and we were refunded for those items. It was about two years of a case of us thinking we had a 50% chance of our order being correct, when it should be 100%. Even with our odd missed items we still preferred online shopping to offline shopping. So as you can imagine, at this point, we were on the borderline about whether to carry on using Asda again or not. And then something wonderful happened, Sainsbury's opened up a store near us, well about six miles away, and we have had nothing but perfect service from them since. The only disadvantage with them has been their prices, but their customer service has been top notch. So we had been getting our fresh stuff from Sainsbury's (and visiting the actual store as it's not as chaotic as Asda) and the rest from B&M.


              And everything was going well until we became broke just lately and needed to shop as cheaply as possible, so we went back to Asda as a one off. This last experience has completely put us off for life and we never want to set foot inside or anywhere near an Asda store ever again!
              We booked the delivery for yesterday between 3-5pm. The driver turned up at 5.15pm, not a good start. He couldn't find our house (which is a bit strange considering all the other deliveries including courier deliveries we've ever had have never had any problems finding us). He wasn't even at our front door. He rang us and my partner walked down to the end of the road to show him where our house was. But instead of the driver driving up to our house, he left his van at the end of the road (because according to his excuse, he was "late") and my partner had to carry up the crates of products up to our front door where he hastily put them in as it was freezing and the driver was in a rush. And then he took the crates back down to the van where he came back with another one. Certainly misleading when it says "groceries delivered to your front door". Due to the icy weather, our street is completely covered in black ice, so it would have been much safer for the driver to park up outside our house (as they normally do) and just hand the crates over at the door (where there was no ice). My poor partner could have slipped on that ice with no hands to steady himself. So once that was all done, we were not happy that the driver was too busy to fulfil the promise of getting the goods to our door.

              We unpacked the bags and went through our list as we always do and found out that on top of all that, there were ten items missing. My partner rang them and the woman on the other end was ever so helpful. She said she would contact the store and the delivery driver and then ring back. We wondered if she would, but she lived up to that promise and rang back about fifteen minutes later. She said the driver had found the missing items in the back of his van and he would be back. Well he came back and my partner took the list out to the end of the road again for him where they double checked everything and there were still five items missing. We took the five that were there and the driver said he would get us sorted out with a refund for the other five that were missing. He apologized and said he had given them to another woman by mistake. So I bet that other woman was rubbing her hands with glee. She (if this other woman even existed) didn't have the honesty to tell the driver it wasn't hers. What do you think those five items were that weren't delivered? They were all my partners Birds Eye stuff. I'm sure that other woman would have noticed Birds Eye and whether she had originally brought them or not.
              So to sum up our experiences of Asda ~ They are completely disorganised, incompetent and unreliable and we will NEVER use them ever again (either in store or online)!!!

              I think they could easily win an Oscar Award for their failure to do their job properly

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                06.06.2011 20:03
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                Avoid at all costs - 0 Stars

                Asda grocery online order placed on 28/05/2011. Amount £180 pending on our Co-op bank account. Shopping delivered on 29/05/2011. Amount of £179 taken from our bank account on 01/06/2011 but the pending amount of £180 is still there. I've been told many times by Co-op (inc Fraud Dept) that the only way this can be cleared from our account before 10 working days is if Asda's bank fax over saying they will not be taking any money from our account in relation to the pending amount of £180. We are left with money in our account but it is frozen until this is sorted! Asda are useless and will not send the required fax as "..it breaks data protection rules..". We have 4 children and really need our money now!

                Asda order no:2418163525 (29/05/2011) - Not that I expect any answer from them - they really are useless.

                I don't want to give them 1 star but 0 is not an option.

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                  24.01.2011 16:40
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                  Despite many poor reviews, I felt this was a fantastic service.

                  Having read all the bad reviews, I was a little unsure about using ASDA online shopping and delivery, but having a 10 week old baby, I really don't have the energy for supermarket shops any more! Actually, I quite like ASDA products, but HATE their Swindon Orbital store - crowded, full of chavs with 100s of kids, bad language etc... and BIG queues at the tills. Generally a stressful experience!

                  The website was really easy to use, and made budgeting my shopping much easier than supermarket shopping. There were a few things I couldn't find though, like oats so simple syrup porridge, but I'll live!

                  I got everything I needed (but no meat or veg, as I get these locally), paid with ease, and booked a delivery slot for Monday 3pm to 5pm. At £3, it was cheaper than petrol.

                  Shopping turned up at 3.25pm, everything was there, driver was polite and friendly, who explained how it all worked.

                  Will definitely use this service again, as I can't fault it. Perhaps people are more keen to write about negative experiences than positive ones?

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                    27.11.2010 13:46

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                    PLEASE AVOID LIKE THE PLAGUE

                    due to the bad weather we are having at the moment my order was cancelled by the asda team this morning. I fully understand that the drivers safety comes first and I would not want them to put themselves at risk. The reason for the title just been robbed is that even though they are not delivering, and might I add they new this first thing this morning they still took the money from my bank account. In my eyes this is theft. I have spoken to numerous staff only to be told I will have to wait till monday for the accounts department to reopen. This is no help to myself as I haver no shopping or money at all thanks to asda. MY ADVICE IS AVOID THIS COMPANY LIKE THE PLAGUE THEY HAVE NO RESPECT OR UNDERSTANDING FOR THE CUSTOMER WHATSOEVER. ONE OF THE QUESTIONS BELOW ASKS TO RATE THE SERVIVE THAT HAS BEEN PROVIDED HAOW CAN YOU DO THIS WHEN YOU HAVE BEEN ROBBED AND HAVE NOTHING TO SHOW FOR IT.

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                    15.11.2010 15:56
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                    Avoid

                    A week last Thursday i had a order for delivery at 8-10pm

                    No phone call no email to say sorry running late or we can not delivery today.

                    Nothing

                    Money taken from account : Complete

                    Emailed them twice nothing.

                    Phone customer service waiting 1 hour 45 minutes before hanging up. Waste of phone bill

                    Eventually got in contact with the store they said sorry and they would look into it and phone me back took my mobile and house phone number. 5 Days ago

                    Phone customers service again and they said the same thing sorry will look into it and phone you back. Check they took the correct number and again nothing. 5 Days ago

                    I have one question for ASDA: for a delivery to take place they need a signature so they can charge the account holder. If some one has faked my signature does it then become a police matter as the driver is committing (user friendly word) If so i want to press charges.

                    ASDA feel free to contact me on here as you have my email, 2 phone numbers and you don't use either

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                      09.10.2010 12:26
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                      A pleasurable way to do the weekly shop

                      I have now used Asda online four times, the reasoning being as I hate walking around the shop and I always come out with things I do not need and nothing of what I do need.
                      I will start off with the good points. The site is easy to navigate, all the offers in store are also online. The delivery service is exceptional, if they are running a few minutes late, they have the decency to phone and tell you where they are. Also I like the fact if some things are not available they substitute at no extra cost to yourselves. The delivery drivers are polite and helpful.
                      Not so much bad points as Asda have always rectified things straight away for me. I have found a few tins dented and also a ready meal I ordered the cellophane was damaged. I immediately called customer services who refunded the money and were very apologetic. In fact I could say the customer service number I called was impeccable.
                      I am slightly more wary about buying bakery goods as I tend to find the dates on them not very long, but the same could be said if I physically bought them myself in the shop. As people tend to do a weekly shop, maybe this is something Asda can look into concerning their bakery goods.
                      Their delivery prices change depending on time of day. I pay £3 as I have mine delivered between 1-3pm. This price I can not fault as it saves me time, petrol and hassle of doing it myself.

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                      24.09.2010 01:12
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                      A great way to shop from home.

                      I love going shopping in Asda, I think it's because it's so familiar, I do on times do my shopping on-line and have used www.asda.co.uk a few times, with no problems what so ever.

                      When you have loaded the webpage, you will be greeted with the familiar Asda logo and the site is set out in the Asda green colours.

                      On the first page, you will be greeted with a few different options. Asda Direct, more Asda shops, George, Groceries, Financial services. I have used the first 3 but never the Financial one, but they all load pretty quickly and the layout is very easy to follow.

                      On the top left hand corner there's a little box with 'Start shopping now' click on that and you will be taken to the grocery section. Across the top you will see 13 options to choose from, Bakery, freezer etc.. You then pick from these to see the foods listed. You also have the option to search for items in a little search bar to the right hand side.

                      Usually on the opening page, you will see a few special offers but there is a tab, which will take you direct to the offers.

                      You also have to put your postcode in to make sure they do deliveries in your area. You will also be asked to choose a delivery slot. They charge for delivery this ranges from £2 to £4.50 depending on your chosen time slot.

                      This enables you to do your shopping online from the comfort of your home. I find the site easy to navigate and simple to use.

                      Clicking on the George tab will take you to Asda Direct and will bring up a page that has numerous tabs across the top for all the different catergories in Asda Direct section, you will then see George and 9 tabs running underneath that. You can then choose your chosen section and happily browse and shop away.
                      It is the same for electricals, furniture, home, toys, baby and more. You just click the tab you want and you will be directed to the part of the site you want.

                      Payment can be made by various different cards and if you have an e-coupon or promotional code these can be entered in the checkout stage.

                      I find Asda.co.uk a very simple and easy site, but I still prefer to shop in-store.

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