Here's why I'm never using Asda home delivery again:

My girlfriend and I had a delivery booked for Tuesday evening (3rd Nov), between 7 and 9pm, which we were looking forward to because the cupboard was bare. It got to 9pm and as we had heard nothing at all from Asda, I called the helpline, and spoke to a very helpful person in South Africa who said he would call the store in Colindale to find out what was going on and get back to me within 10 mins. About half an hour later, after hearing nothing, I called again. I spoke to a different person who said the same thing as the first. This time, he did call back to say that the driver was "nearly there". After another 20 mins or so, I called the helpline again, but as it was now after 10pm, it had closed. We had no delivery, and overcome by hunger, had a late supper of plain boiled rice and soy sauce. It wasn't bad, but wasn't the prawn stir fry we anticipated.

The next morning, I called and spoke to someone in South Africa again. He asked me if I'd be in that evening and I said, yes, between 6:30pm and 7:30pm only. I got a call back to say that all was well, and that the Colindale store would make the delivery between 6:30pm and 7:30pm. Apparently, the driver had tried to call the previous night because he was "lost", but didn't get an answer so went back to the store. I find this hard to believe as I was sat next to my phone all evening. He certainly didn't leave a message with a number to call back on, which would've been the blindingly obvious thing to do if someone doesn't answer their phone on the first try. But, like I say - there was no call, no missed call and no message.

Anyway, by 7:30pm that evening, I was on the phone again to someone else in South Africa asking where my delivery was and complaining again about yet again being let down. She called back about 10 mins later to tell me that she couldn't find out what the problem was because they "keep hanging up the phone on me at the Colindale store". I told her I had to leave. She asked if she could re-arrange for the next evening. I reluctantly agreed. I then told her that I would really appreciate a call from either the Colindale store or the driver to explain what had been going on and why they had failed yet again to make the delivery. I then got a phone call from a different person in the call centre about 20 mins later. She told me that she was calling to re-book my delivery, but that the next available delivery slot would be on Saturday. I told her to forget about it. She asked me in a disapproving tone if I was really going to cancel the order. "Yes", I said.

I've complained on the phone and via email to Asda and - needless to say - have heard nothing back. The only apologies I've got are from the poor people in the help centre in South Africa who seem as mucked around as we do. I don't consider it acceptable that me and my girlfriend have had two consecutive evenings ruined by waiting for a delivery that never comes and numerous calls back and forth to South Africa. We will obviously never use Asda again, and let our friends and family know about our experience, but I still feel owed an apology for massive time wasting involved. The arrogance of the Colindale store is quite breathtaking - they couldn't even be bothered to let us know the delivery would be late, let alone that it was never going to show up, for two days running.

i went into the edmonton asda store today to get some wellingto n boots and shoes for my two little daughters.they were trying on boots, shoes all very excited and happy.one is 5 and the other 8.this supposed to be trainee manager told a lady next to me to tidy the mess her children made whilst trying on the footwear, he was very rude indeed.then he had an aguemnet with her.anyway 5 mins later he did the same to me, i couldn, t believe it he was shouitng in front of everybody so obviously i shouted back.i have never ever come acrosssomebody like this in all my life whilst shopping.it was roughly 4 pm, 7/10/09 edmonton asda store.i hope this guy never becomes a proper manager, i complained to the manager in the store, she said she would sort it out.i hope she does.i don't think i will ever go to that asda store again unfortunately.it is their loss i have a large family and spend a lot on food and essentials.i hope to hear from you very soon.
mrs.nurcan yazgan

I purchased some reduced items from Asda in Birmingham Small Heath. when I returned home the yoghurt's had exploded in my bag and the reduced meat was completely off. I called Customer service who said I could return the items for a full refund in my nearest store in Perry Barr. After waiting 30 min to speak to the manager mr sullivan, he was extremely rude he shouted at me in front of staff and customers. He Said "you can not have a refund as it will come out of my stores expenses, "go to another store. Its not my problem the fridges are broken in the other store and the food went off". I will not help you, its not my problem customer services told you to come here" . I left the store very upset and called customer services who said they would send me a gift voucher to cover the cost of the food and inconvenience, He told me to throw away my gone off food as he would deal with the refund for me.Two weeks later after many calls to customer service I find out the gift voucher was never sent and that because notes were not logged properly and the call was not recorded i will not get a refund unless the person that took the call can remember me when he returns to work in two weeks time. This is the worse customer service I have every experienced and i will never step foot in Asda again. What happened to their policy (if your not 100% happy we will refund you) another lie from Asda.

I wrote to ASDA to comment on what I considered was an unfair and illogical policy. They replied, ignoring most of the issues in my letter, saying that they HAD changed the policy concerned. Shortly after getting the reply I noted that they had not done anything. I approached the store manager, having received the reply and found that they had not provided the service I had commented on, only to be told that the policy HAD changed and that what I had experienced was a regrettable error. I then wrote back to their Customer Services, in Leeds, to express my concerns, disbelief and scepticism. To date I have not received a reply. When they read my second letter they probably rolled about laughing for a while whilst thinking do we give a damn?

I dared to challenge what looked like a blatant effort, on their part, to put financial concerns above customer service and their silence, so far, speaks volumes. As long as money keeps going into their pockets why should they worry about keeping their customers happy? Their web site (under "contact us") says that they want to hear comments in order to improve. In my experience they will hear but that is where it stops!!! The reply I received clearly stated that their policy had been changed in my favour and it hasn't!!

That's one of the blessings of being in a non-regulated industry you have nobody (except your shareholders) to answer to. Their attitude appears to be one of "put up with it or shut up" & "if you don't like it tough" - we don't care!!

Prove me wrong ASDA!

Bought a bed on the web site on 27/07/09 using my credit card. The payment was taken but on 30/07/09 had a phone call from Asda saying that they had made a mistake and that the bed was no longer available for the price I had paid. They offered me a refund or as a 'gesture of goodwill (!!!') I could have a 20% discount off the bed at the new price. When I told them I had actually paid for the bed at the advertised price they said that they didnt have to honour my purchase and told me to look at the disclaimer on their website. There is indeed a disclaimer, but I think that because I have paid for the bed at the price it was advertised at then I should get it. I had an email from them on 30/07 telling me that the order has been cancelled, but my credit card company says the money was taken on the 27th but there has been no refund. Anyone else had a similar problem?<br />
Andrea