No Phone Call, Cancellation and Disabled Customers – Thanks Asda!

Posted on Aug 4 2014 - 12:50pm by Jacqui

I have done the last shop that I am going to do with Asda today.  Each time I shop with them online on a Sunday for a Monday delivery there is always something wrong.

Today has been the straw that has broken the camels back.  As you know I’m disabled.  I have real trouble walking due to my neuropathy so when I book shopping I expect it to be there during the 2 hours I book AND if there are any problems, I expect a phone call to rectify the problem.  They used to call if we had a problem so I could give them different card details and still get my shopping. I can’t just pop out and pick my shopping up or I would have just gone to the store, surely.

For the last 6 months though the service has been absolutely awful.  My shopping has been cancelled numerous times WITHOUT EXPLANATION NOR CONTACT to tell me why so I wait for my shopping only to look on the account after the time has gone to see it’s been cancelled.

Even calling Customer Care is pathetic.  90% of the time you get an operator that doesn’t understand what you are asking.  So what’s the point?  Why should I even bother shopping with Asda any more?

If my partner wasn’t available today to pick our shopping up 45 minutes away which was only offered if I hadn’t exploded on the phone then we wouldn’t have had any dinner today at all.  Not great for diabetics as we have to eat to keep our blood sugars level AND as I take insulin, I have to eat to stay alive!

Fuming isn’t the word right now.  I’m so angry, I’m shaking and incredibly upset that one of the leading supermarkets in the UK has let down one of their most loyal but disabled customers. Looks like I’ll be going back to Tesco as Asda have just done this to me too many times that I’ve now lost all faith in them to deliver.

It’s a sad day.

goodbye asda

 

UPDATE:  My partner has just got to the store where our shopping should be available this afternoon to pick up as Asda messed up… and he’s been told that they’ve booked it in for…. tomorrow.  Great.  So we really don’t have shopping for today.  Wow Asda, you’re fantastic… NOT.

 

6 Comments so far. Feel free to join this conversation.

  1. Nikki Hayes 4 August 2014 at 4:02 pm - Reply

    I had massive problems with Asda’s online service when I was shopping there a couple of years ago, and yes their customer service is completely abysmal! I now have been happily using Sainsburys online for more than two years and would not go back – even though Sainsburys is more expensive. One hour delivery slots, hardly ever late and always a phone call if they are (never more than a few minutes in any event). Asda may well be the cheapest but they are certainly far from the best.

    • Jacqui 4 August 2014 at 6:37 pm - Reply

      Got to agree with you Nikki. I don’t think the savings are worth the hassle. Never had much luck with Sainsburys as they were always delivering the wrong things to me but never seem to have had any problems with Tesco thankfully. They’re lucky Aldi and Lidl don’t do home delivery though as they’d blow them out of the water.

  2. Kim Carberry 4 August 2014 at 1:34 pm - Reply

    I stopped shopping with Asda at Christmas….They really messed up.

    I ordered a delivery….To come the day before Christmas eve between 3 & 4pm. I got a text message to say it had been cancelled…..i rang up and asked why….They said there was a problem with payment. The money was in the bank…..

    So i went out shopping to the local Asda and bought all the food i needed for Christmas….While I was out the shopping delivery that was cancelled arrived and my fella took delivery of it not knowing it had been cancelled…..So now i ended up with 2 of everything I needed…..I rang them and they said there was nothing they could do….They wouldn’t pick it up and still expected me to pay for it…..

    I still haven’t paid for their mistake and won’t be!! I ended up donating a lot of the food to a local church as I wouldn’t have used it all before the use by date.
    Kim Carberry recently posted…Our Weekly Meal Plan!! – #mealplanningmondayMy Profile

    • Jacqui 4 August 2014 at 1:47 pm - Reply

      I’ve been a loyal Asda customer for years but they’ve had their last chance now. Still messed up. Customer care on the phone said my partner could pick it up this afternoon but have just been informed the guy on the phone booked it for tomorrow. No way is he going all that way again tomorrow so looks like it’s a Tesco order for me tomorrow instead. Disgusting the way they treat customers.
      Jacqui recently posted…No Phone Call, Cancellation and Disabled Customers – Thanks Asda!My Profile

      • Kim Carberry 4 August 2014 at 2:51 pm - Reply

        I have been using Tesco since Christmas and they have been brilliant! They ring if they are even 5 minutes late and so far have never had a cancellation. Plus you get to save the clubcard points….I’ve been saving them up for Christmas and have over £50 saved already.
        Kim Carberry recently posted…Our Weekly Meal Plan!! – #mealplanningmondayMy Profile

        • Jacqui 4 August 2014 at 3:14 pm - Reply

          I’ve done just that Kim. Gone back to Tescos and got some fabulous bargains too. Looks like they’ve lost my custom for good now.

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