I have been using asda direct to order in to store over the last 8 months, every month or so multiple items which are available online only or are out of stock/not stocked at our local small asda branch. Every time the experience has been the same, really good, which is why I've returned for a variety of other items from them. Most recent order(s) at the start of this week - 3 separate orders. The website must of had predictive text as I entered the first few letters my chosen store as 'bridg' saw Bridgwater made sure it was selected & carried on, but it had switched it to it's suggested town at the other end of the country & having not come across this problem before I didn't notice this & confirmed the order. I noticed in my confirmation email, rang straight away to cancel & was advised the order had started but that they'd deal with it & process a refund within 3-5 working days (Received within 1 working day). The other 2 orders (to the correct store this time!) were reusable nappies & the relevant necessities to go with these, asda had these at an excellent price compared to elsewhere, and was very impressed to find they stocked a large range of items from this brand. They had sold out of some I wanted but had the option to notify me when back in stock, so fairly helpful. Collection was the next day from 5pm - superb considering I'd placed the orders just minutes prior to 7pm the evening before, and one of the two wasn't scheduled to arrive until the evening after. I received emails when the items had been signed in at my local store (they said from 5pm I got the emails at 6ish) & collected soon after. Well packaged, adequately protected & easy collection.
I am so angry with Asda atm. I placed an order for some baby clothes which included a pk of 2 baby hats for £2.......... they delivered me 6 of these (inc the 1 i had ordered) and charged me for the extra 5 (£10). I called up on Monday to complain about this and the man on the phone blamed it all on me.........saying i must have ordered 6....... and asda's don't make mistakes like that. The call also lasted 30 minutes at 14p/m as every time i asked him a question he put me on hold to get the answer!! in the end i put the phone down and rang back to get another lady, who to be quite honest, was no more sympathetic but did advise me i could take the parcel to a collect+ shop and not just a store. i asked both of these workers to get a member of there management team to call me back.................. today is Friday and still no call back, and so i called them myself. Again at 14p/m.
The lady i spoke to this morning was a lot more helpful........ i explained that i had incurred a £25 bank charge and now the 14p/m call charges were all adding up as well. She seemed a lot more sympathetic and told me that the only person that could help would be a member of management and she would put me through. After 5 minutes of waiting ( again at 14p/m ) i was informed that the manager was busy but would call me back within 2 hours. 8 and a half hours later and still no phone call!! i have called back now......... the team superior on shift informed me that they do not refund for call charges as it is free to call from a BT Landline....... (if the person was trained properly in his job from the first call, and could answer my questions my could would have taken 10 minutes........... as well as if a manager would have returned my call i would not have such high charges as i would not have to have rang back so many times). They also refunded me for the 5 hats that i have already returned ( very nice of them....... i am entitled to this anyway) and have now offered me an extra £10 voucher to spend online........ £10 does not compare to the call charges and bank charges i am going to be paying...... and all for a £2 pack of hats. I am so frustrated being 28 weeks pregnant, and i feel they have totally taken me for a ride. 3 management phone calls, of which i have never received and all i have been offered is £ 10 which i am obliged to spend with them. Shocking!!
I ordered a 32" Samsung TV for delivery. Once received, there was no user manual nor any paperwork for the TV at all. I even suspected the TV to be used due to resealed packaging - remote etc. Called customer services and they assured me it was a new TV and that they would send me a manual.
The next day, I received a call saying they could not supply a manual. I was offered a £5 discount off my next Asda direct purchase for my inconvenience, or I could return the TV, then order another one. Refunds take up to 15 days to credit back to my card, so I would have to wait that long before I could order another one. They would not do a direct same day exchange.
What a joke this company is. I know manuals can be downloaded, but with the valid suspicion that this is a used TV as well, makes for very bad service that £5 obviously does not make up for. I can't return it and be without a TV for over 2 weeks, so am stuck with a used TV at new prices and now I have to borrow internet access and a printer to download the manual.
Extremely unhelpful. Very poor customer service. I will not use them again.
Ordered an I Pod Nano on 19th November 2013. ASDA took payment on 21st November. Have had the delivery date moved 3 times. 6th/10th/19th of December. Contacted ASDA who are as much use as a chocolate fireguard!!!!!!!!!!!I am now trying to get my money back!!!!! How obstructive the staff are!!!!!!!I would not recommend that anybody buys anything from ASDA DIRECT they are so unhelpful and just don't CARE!!!!!!!!!!!They take payment even if the item is out of stock!!!!!!!!!!!I am now having to source this item elsewhere.
Ordered a next day delivery item I've now been waiting a week for my item I still have not been notified that I am not getting this item next day, You can not actually speak to anyone at Asda as they outsource these calls to Africa who can not actually do a darn thing to help. In this day and age I do not expect this kind of service from a company of this size So all in all your not better off with Asda they do not save you money as they take it and then don't deliver the goods.You should be ashamed of the service you are providing Asda !!!!!!!!!!!
This will be the third time I have ordered an item that is in stock online - yet is never despatched. Never again! Customer service is ineffectual, you may as well bang your head against a wall. Asda really need to get a grip at what is happening. Tesco Customer Service is at least based on our shores and far more pro-active when it comes to sorting out an issue. I am so disappointed in Asda, the ordering, despatch and store delivery service is letting the whole side down - it has put me off Asda to be honest, I just don't want to go there. Be warned - you take a risk ordering an item online from Asda, you are highly unlikely to receive the item and will have to wait weeks for a refund, and that was only after A LOT of phone calls. Simply not good enough. They've been in this business long enough to know better. I award Asda 0/10 for call centre based Customer Service.
Ordered a Russell Hobbs washing machine on-line, delivery arranged for a Saturday morning several days later. Got home to find a lovely new.....FRIDGE...in my garage (the drop off had been arranged to be left in the garage). Called Customer Services who A found it funny and B stated please ring back on Monday. After 3 calls on Monday I eventually got a voicemail stating that the fridge would be collected on the Wednesday, however delivery of the washing machine would not be arranged until after the fridge had been "logged back in" at the warehouse. Totally unacceptable, told them to deliver the correct item when they collected the fridge, they said they could not do this in case "anything went missing" whilst with the courier!!! Do they not trust the people they are working with? Cancelled the order there and then, guess what, refund could take 10 days! told them my payment was immediate and my bank processes payments within 2 hours, guaranteed, so they can refund into my account the day after they make the collection, if not I will charge them interest. Will see what happens.... Oh, went to Appliances Online, ordered my washer, next day delivery and £50 cheaper!!! A lesson to be learnt here methinks...
My wife ordered a set of wardrobes and a matching chest of drawers. The first problem encountered was the delivery company left a message to ring them to arrange a delivery time / date. Despite numerous attempts the number given was permanently engaged. Eventually I rang Asda Direct and told them of this problem and eventually was put through to the delivery company. The delivery date was set for a Thursday and they turned up on the Tuesday before! Lucky someone was in. The delivery van was not exactly a good advertisement for Asda as it was a tatty old white van. The next problem was the driver was on his own and struggled to bring in the flat pack chest of drawers (no lift at rear of van whose rear storage area was 4ft from ground). Then I was asked could I help with the heavy wardrobes as he was on his own. Not impressed!. There appeared to be damage to the cardboard packaging as nothing was strapped down in the rear of his van but I assumed that there would be internal protection packaging i.e. polystyrene etc. I was wrong! When I opened the chest of drawers the next day I discovered there was no internal protection and the first panel I removed was extensively damaged. My wife rang Asda to complain and arrange collection and a refund. For several minutes the guy at the other end had my wife trying to describe what part was damaged. It got silly in the end and I interjected and said it doesn't matter other than the fact it was badly damaged and useless. My wife then disappointed with the whole episode stated he could take the wardrobe back but he insisted we examine it first which I can understand. Guess what exactly the same scenario with the chest of drawers. No internal protection and the first panel examined had severe denting to the finish and damage. Overall this was one of the worst shopping experiences I have had ever had.
This is our account of asda click & collect service
Your order will be available to collect from 5pm Saturday, 25th May 2013
25/05/2013 02:00:00 BAM_BRIDGE DEPOT The parcel has been received into depot
25/05/2013 08:15:00 BAM_BRIDGE VAN The parcel has been loaded on to the drivers van
25/05/2013 15:25:00 BAM_BRIDGE VAN The parcel is in the Depot
On ringing asda customer services as to where our goods were the chap made enquires and informed us the delivery firm had said in there report it stated CUSTOMER NOT IN LEFT A CARD.
This was being delivered to my local Asda store so they were the customer who were not in to receive my goods
Very strange for no one to be in at my local asda store on a Saturday
we wonder were all the staff went on that afternoon it was though a very sunny day so maybe they went sunbathing
I ordered a piece of furniture from asda direct at the start of april, lovely. When the item arrived it was damaged, not so good! But nevermind ring a.d explain the situation they give me a Y number and explain someone will call to arrange collection. 8 days later, funny, no call. Ring asda direct again, oh.. no record of my initial call. ok arrange another collection but replacement cannot be sent until faulty item is returned, fine. Item gets collected this time. 7 days later no replacement another call to a.d. " we have no idea what is going on with this item, let us ring the supplier and get back to you" 2 days later no reply another phone call now to cancel as it is 6 weeks into this saga "we will get back to you" yep you guessed it, no reply. A joke of a company, south african based call centres, inept staff, no customer service, no clue.Please save yourselves the trouble and avoid asda direct like the plague,and to add no one from asda in the uk gives a toss. My single worst online buying experience ever and from a company with the profile of asda/walmart. you should be ashamed of yourselves
HAD EMAIL SAYING ORDER WAS READY TO PICK UP AFTER 5PM ON THURS 25TH APRIL,WENT TO ASDA ON THE 26TH TO BE TOLD ITS NOT THERE,EVERYTIME I GO TO ASDA SOMETHING HAPPENS THAT GETS ON MY WICK THIS WAS LAST STRAW SO RANG CUSTOMER SERVICE FROM ASDA PHONE TO BE FOBBED OFF,TOLD THEM I WOULDNT BE SETTING FOOT IN ASDA STORE AGAIN TO BE OFFERED A £3 VOUCHER (USELESS SEEING AS I'LL BE SHOPPING AT TESCO IN FUTURE) ,RANG AGAIN WHEN I GOT HOME TO BE TOLD IT IS LOST IN TRANSIT SO I ASKED THEM TO CANCEL ORDER TO BE TOLD REFUND WOULD TAKE 7 TO 10 DAYS,ORDER WAS A BIRTHDAY PRESENT FOR MY DAUGHTER SO THATS HER BIRTHDAY TOTALLY RUINED AS I CANT AFFORD TO GO OUT AND BUY AGAIN UNTIL I GET REFUND! THANKS ASDA!
I had previously used Asda Direct but only for their 'click & collect in store' service which usually went without a hitch, so I felt confident to place an order for their full home delivery service. How deluded was I. Totally different ballgame that turned out to be. Anyway, I went ahead and ordered 3 large pieces of lounge/dining room furniture from Asda Direct in December last year in their sale and even though they are not bad units for the price (doubt I would have paid the full price for them if I'm honest) the whole experience was tarnished as I had to wait 15 weeks in total for this order to finally be completed. This extremely extended wait for delivery from the supplier initially took 7 weeks even though all the items were shown as 'in stock' on their website but then later stated delivery would be within 4 weeks which would have been acceptable, but 7 weeks in reality was quite a bit excessive. If that wasn't bad enough, there was another further delay of another 8 weeks to obtain a replacement when one of the parts was received damaged. This only finally occured last week on Friday 12th April after persistently chasing them up on the issues since December last year.
The Asda Direct Internet Customer Services team is abysmal to deal with, they are downright condescending and patronising. I mainly dealt with them via email as telephoning their call centre based in Cape Town was less than useless. Very polite and courteous, as was I, but ultimately non productive in any way. Email certainly wasn't a better alternative but at least you can log everything in detail for both parties to keep a record of and refer to. You give and expect civility in any correspondence but the last thing you want to read in every email response when you have a genuine grievance that is taking an age to be rectified with no light at the end of the tunnel is "Hope you enjoy your day." Their scripting team definitely need to revise and/or omit that little gem, that's for sure.
The issue was only finally acted on and eventually resolved after numerous emails and only after I'd finally lost all patience and had enough and demanded them to collect all the items to return them for a full refund. The replacement part then miraculously appeared a couple of days later. Funny that.
Totally horrendous experience from start to finish. 15 weeks to complete an order? That's very nearly 4 months! Utterly ridiculous. I will never order anything from Asda Direct for home delivery ever again.
Oh, incidentally, I tried to leave a review on their website regarding the items and even though I did mention the product quality itself, because I had mainly highlighted their shortcomings and lack of service they rejected the review as it didn't meet their terms and conditions. There was obviously no profanity or anything inflammatory contained within it to flag it as unsuitable, only the particular facts of my experience with them, but it was still rejected. Strange how the only other review after all this time on the same range of furniture only appeared the day after I attempted to give mine and the reviewer gave them a really glowing report on how speedy their delivery was and how happy they were with their service, of course that review was allowed and accepted. So you're perfectly fine to praise them, but not to complain or show their negatives. Don't dare do that.
My 8 year old son has been saving his birthday and pocket money for a long time to buy an Xbox 360. when the wii u launched he decided to save for that instead. So begins our adventure of fantasy proportions. Ordered Wii U premium bundle with Mario Bris on monday 8th and paid for named day delivery on wednesday between 8am and 1pm. Wednesday comes and no email or delivery so call their customer services to be told they have no idea what happened, when it might come, but will send an email to relevant party and let me know when they get an answer in 24-48hrs. 4 hours later after ringing Asda house twice and customer services 4 more times, a manager finally had some answers. My sons order apparently got lost in a black hole but it would definitely be her thursday, and a £25 gift card as an apology. Apology accepted and son placated. Thursday get another phone call and 3 emails to confirm delivery before 1pm thursday. 1pm comes and goes so I ring the courier service who inform me Asda have recalled the parcel to them so they cant deliver. Cue several more hours on the phone and a 8 year old throwing an almighty tantrum. Long story short they dont know why the stopped the delivery when the van was in my area but will send another one and "promise" will be here monday. Website is now showing out of stock so will see tomorrow if it does turn up, but not likely given track record.
After 4 failed attempts at ordering online (page wouldn't load), I eventually ordered an LG TV from ASDA Direct on the 5th April 2013 over the phone.
I paid an extra £4.50 for next day delivery and was told it would be delivered on Saturday 6th April.
I was given an order number over the phone, but I never received a confirmation email of my order.
Saturday morning I used the ASDA Direct website to track my order. It showed this message:
Whole Order Despatched - All of the items shown below have left our warehouse and are on their way to you. You can use the tracking link below to see how your delivery is progressing."
I called ASDA Direct to ask about delivery times, was told that they deliver up until 2pm on Saturdays so the TV should be with me by then.
Called again at 2.30 to enquire about delivery again to be told that my item would not be delivered today. I was then told this was because of "A delay" and then that the Delivery company hadn't received my item.
I asked for a refund for the next day delivery payment, and was told that it should be delivered on Monday, which will be another day of my childrens holidays wasted having to wait in for an item (that may or may not even turn up!)
Will update on Monday.
----- UPDATE -----
I contacted the delivery company directly first thing this morning, they (unlike ASDA) were very helpful and explained that ASDA had not printed the delivery sticker until 11am Saturday morning and they were yet to receive my item for delivery. They estimated that they would receive it either later today or tomorrow and it would not be delivered until tomorrow or Wednesday.
I called ASDA immediately after to cancel my order all together. I am back to work tomorrow & wont be in to accept delivery. Customer advisor stated that I would be refunded within 2-3 working days and apologised for "disappointing" me.
The advisor called back five minutes later and said that the only way I would be able to receive a refund is if the item was delivered and I was there to hand it straight back upon delivery. I stated that this was ridiculous and I wouldn't be in, after 10 minutes on hold he repeated the information that I'd be refunded within 2-3working days and ended the call.
I await a refund and hopefully this will be the last I have to deal with them.
I initially chose to shop with ASDA direct as the item (an LG Television) was on sale at the very good price of £299 and the reviews of that particular model were very good. I am hugely disappointed with ASDA and won't be using them again.
My partner is heavily pregnant and I'm doing all the running around getting things ready for our new baby.
My partner ordered from Asda Direct Maternity Jeans, the website allows you to pick sizes from dress sizes 8,10,12,14,16,18,20. My partner selected her size and paid for them together with various other Maternity clothing and also a selection of Baby Bottles, Teets, Warmers, a Steriliser, Brushes etc.
Everything bar the Maternity Jeans turned up correctly as advertised, however the jeans came in a "LONG" leg length, not even an option that could be picked.
I thought it would be simple to contact Asda Direct and swap over the wrongly picked product with the original item ordered.
First the 0800 952 3003 helpline is based in South Africa, now normally I hate overseas call centres as both parties can not understand each others accent, but as South Africa speak English as their first language I didn't expect there to be a problem on this occasion, however technology got in the way as they route the call through the Internet so the beginning and ending of each sentence both spoken by me and the Asda Direct staff were lost as the it is compressed? transmitted? or what ever the reason behind the poor audio levels. When neither party spoke the line was completely silent, but as soon as they spoke it was digitised and cropped. I assume they had the same problem their end as for the first few minutes of the call every other word they used was sorry (as in pardon) when they could not understand either.
Once I got to understand that the first second and last second of each sentence is lost I could construct sentences with padding both at the beginning and end to allow the meat of the sentence to be heard.
I was told that even though Asda Direct had made the mistake I had to find the time to time to take the goods to a drop of point and make a new order, I explained that I would prefer that they send out the original ordered goods and their delivery company HDNL can collect their mistake at the same time - a service offered as standard by any other online retailer in such cases.
They refused point blank, and that was even confirmed by a so called supervisor. I do not have the time to run around after Asda sorting out problems they create.
I have learnt after the call that the reason they have chosen South Africa over UK based call centres is due to the South Africa minimum wage is only 0.63 pence, so they would rather offer sub standard customer service and save some money. Obviously the 0.63p will not be the final price as they will need to pay for the overseas call routing and I'm sure other aspects to the service but the saving is obviously big enough to decide not to employ British workers.
I phoned Asda UK phone number 0800 952 0101 and managed to speak to a member of Asda staff based in the UK who were sympathetic to my request and acknowledge she was aware of the South Africa call centre problems.
She managed to transfer the call back to South Africa Customer service without the Internet routing audio problem. She spoke to a manager and requested that they deal with the problem correctly.
Speaking with Sean from Asda Direct in South Africa he claimed he would try to resolve the problem and call me back but admitted as he was some 12 hours by plane distance from the UK there is little he can do apart from send an internal message back to the UK for them to action within four days.
He suggested that we were to keep the "LONG" jeans and he would credit us by £6. I explained that my partnet was pregnant as I didn't think that saving £6 was worth risking my partner falling over the trousers incorrectly delivered as that would not only harm my partner but also my unborn baby.
In the meantime I'm left waiting, never mind plenty of things to be getting done in preparation for our first baby, but getting the frustration of my chest is a relief in the knowledge that one other person may think twice about using Asda Direct just in case they have a problem.
All your shopping needs can be found at Asda Direct.