Asdadirect Reviews 238

It's little wonder why ASDA are losing market share. When an issue emerges the lack of interaction by the ASDA's senior management team is inexcusable and a policy decision that will no doubt be considered arrogant, reputation damaging if not out right foolhardy.

The off shore Contact Center is poorly trained, have significant language barriers and do not appear to be motivated to delight the customer. Critical call recording is not in operation so no insight into quality and customer treatment can be assessed and improved.

Their refund policy is antiquated and not aligned to the on-line world we live in today. 10 days when it's their mistake.

How a cancelled delivery continued to be delivered is a question for both IT and customer service as after the smaller items were delivered I reminded them on several occasions that I did not want 2 huge sets of wardrobe doors arriving. The smaller item delivery that preceded the doors and alerted me to the problem were left exposed and unsecured in the driveway of my property.

I was shunned away when I called ASDA HQ to speak to to someone with the authority to deal with the issue having lost confidence with the Philippines based Contact Center (and they had chalked up at least 2 broken promises). Emailing CEO Sean Clarke resulted in an email over 3 days later from a team called Executive Relations. The process of corresponding with the Executive Relations is patchy at best where it takes several days and the content of such correspondence an embarrassment and unfit for sending to a customer.

All these failures combined with the lack of senior management interest or desire to get involved lead me to believe that ASDA's core values are certainly not about "putting the customer first, every day". The culture I have experienced could not be further away from their mission statement of "exceeding customer needs, every day". They are worthless statements.

It is my belief that the information above could be used as an invaluable source to improve service and win back customers. ASDA's senior management should hang their heads in shame if they don't. Sean Clarke and his team need to emerge from wherever they are hiding and walk the walk.

By CSS Web (Sandra George) (30/08/2016 03.17 PM)
I am very disappointed with the customer service I have received from George.com nearly two weeks ago my item arrived damaged. I phoned customer service and spoke to Ryan Wilby who said he would arrange collection of damaged order and reorder the replacement. We went through this online. Due to the price increase online and the original item being delivered damaged he said he would arrange £100 refund and P&P. I am still waiting for my order and refund after several promises nothing! Now I am being told to reorder does this mean another £200 that I have to spend totally nearly £500 for a bistro set which I originally purchased for £79! George.com surely you don't need my money that desperately and not to provide my delivery!

After ordering good earlier in the year from them, I decided to cancel one of the items. It took ages to get through to them, then it was an offshore operation. They promised me they'd cancelled the item, a month later, no refund, called again, promised the same, third time lucky and finally got the refund. Asda, your service is terrible!

Ordered my food to be delivered into new house. Delivery on time and really friendly driver, helped me unload all items. Awesome service.

Placed on order choose a delivery day paid alittle extra all items in stock. Just recieved email only part of my order has been despatched if I wanted only part of the order I would of just ordered those items. I'm due to go on holiday so won't get the rest now in time. Seriously fed up with asda George there is always something going wrong with them. My returns never get refunded and my orders get sent seperately. Poor service.

Ordered a chest of drawers from asda direct, after what seems like the whole night I had finally put them together (instructions were awful) the next day my 6 year old daughter had very slighlty leaned on them and they had collapsed and split! Not only causing scratches to my daughter but the chest of drawers were unrepairable I had addressed this to asda but all they offered was a collection of the product, I had said this was okay but it had to be at a time that I was not working, they had refused to work around me(bearing in mind it was a fault of there unsturdy product) and basically said that if I did not have anyone at home to wait in for the collection then I would have to take a day off work (which would result in me loosing money) I do not have anyone able to sit and wait for them or I am not willing to take a day off work for something that is their fault, they should offer a refund or work around people especially as it is their faulty product sold, no help from customer service, I am now £50.00 down and stuck with a heap of junk that I no doubt will have to pay to get rid off!!

Recently bought a new bed from Asda and there was a part missing, a vital part, the slats that go under the mattress. Won't go into all the details but after emails and phone calls to very pleasant people, the problem was finally solved and we were given vouchers to compensate for our trouble so yes, in the end, a good service. Thank you.

I ordered a bouncing chair for my granddaughter and was expecting to collect it from my local store after 5pm the next day ,as it didn't arrive I contacted customer servive who told me there was a 24 hr delay , the next day still no chair. I emailed customer service several times and no reply so rang again and was told that the courier had sent my order back as I requested. I complained as this was not the case and was told someone would ring me back red my complaint. As nobody called me back I rang again and as told my order was lost . I have since emailed again to ask for email address of the managing director but no reply .WHAT A SURPRISE . To add insult to injury I have been asked to review a product I didn't receive . DONT USE THIS SERVICE IF YOU REALLY WANT SOMETHING CAUSE U WONT GET IT AND CUSTOMER SERVICE HAS GONE OUT OF THE WINDOW. Clearly judging by other reviews below I am just one in a long list of complainers

I ordered a Gas BBQ on the 24th April 2016. It was delivered in a damaged state.
It took too long for them to collect the damaged goods basically because they do not offer convenient collection times even when they are at fault. They refuse to send out a replacement until they have the original item back into their warehouse.
Collection was arranged for Monday 9th May but they failed to attend. They could not rearrange collection until Thursday the 12th May. It was collected on this occasion but as at the 17th May I have no idea when to expect a replacement despite contacting them by phone and email.
They do not seem to care at all when something goes wrong. I will update this when/if this is resolved.
Asda have now sent a replacement BBQ and it was delivered at a convenient time. So it took a while and communication was not great but they did at least get there in the end

I ordered a substantial quantity of garden furniture from Asda online. When the largest of my three sets was delivered the courier told me that it required a sack barrow to move but they couldn't fit one in so the rolled it from down my road to my back garden. Upon opening the item the table and one chair was damaged. I immediately rang asda who told me the items were out of stock . As I had purchased lots of items with another set due to arrive at a later date I asked if they could give me a price reduction as this would be the easiest solution to returning everything and I would try and get a repair done. For the damaged item of £500 they offered me £25 ! This was a pain enough trying to get them to understand why you wouldn't pay full price for a damaged item . My case is now bring dealt with my a so called operational manger but they have no authority to make decisions . They have sent a technician to look at the damage who has said it can't be repaired . In order for me to return everything they expect me to package the item back up! It's an 82kg item so how they expect this is beyond me when two grown men struggled to get the item in ! As for my delivery that was being sent at a later date I tried to cancel this . After being assured by Asda three times that the item had been cancelled I received numerous emails that it had been despatched and was due for delivery. The only way I've been able to cancel this is by cancelling via the courier directly but it could take upto 28 days to get back to the supplier ........ Which means over 28 days to get my refund !!! Avoid this Company at all costs, it's not worth the stress that comes with it !!!!

We ordered garden furniture online on the 3rd of May 2016. Received an email from Asda and the courier company confirming that delivery will be on the 9th of May 2016 between 9-11am. We took the day off on 9th of May 2016 only to find there was no delivery. At 12pm on the 9th of May 2016, we received a call from ArrowXL who are the delivery company apologising for the non-delivery due to some internal issues between Asda and themselves and asked as to when we would like to reschedule our delivery. We requested delivery for the 13th of May 2016 between 9am-11am. Once again, we had to take time off work. No delivery was made by ArrowXL. We have sent two emails and made several telephone calls to Asda Direct to ask for somebody to call and let us know what is happening with our order. We still have not received a call back or has anybody from Asda tried to respond to our emails or any of our telephone calls. Anybody thinking of purchasing furniture from Asda online, please refrain! It is not worth the hassle!!!! Asda Customer Service are useless, to put it politely! We want to cancel our order but that's another story entirely as we are unable to speak to anybody who can help us!! We are so disgusted with this company and will never be shopping with ASDA from this point forward. In the meantime, we have no idea where our furniture is??????????????

Poop..............

This is the second time that I have used Asda Direct for my online shopping order...I should have learnt my lesson the first time!
3 items were substituted....Instant coffee was substituted by ground coffee (so I would have to purchase a peculator in order to use it!)
A black eyeliner was replaced by a brown lip liner!
I also had an item missing completely from the order!
Last time I ordered it was the same tale that there were several missing items and poorly substituted products....back to Ocado who are exceptionally organised.
Poor poor service...never again.

I ordered a compact cot from asda direct as my little girl had out grown her mosses basket. We had the delivery date and sold her basket and stand on the same day. The cot arrived and I set about putting it together, I noticed that the wooden bars of each side had large sharpe gouges in them and jagged edges. I panicked that we had now got nothing for my baby to sleep in. I realised that the sharpe parts were below the first stage of the cot and would become an issue when the bed was lowered. I contacted asda immediately to try and resolve the issue. They said that they would collect the cot but it would take 10 to 14 days to send a replacement. So my child would be left with nothing to sleep on. After numerous phone calls saying that was not satisfactory they came back and said we can replace in 5 days. NO NO NO. This is not good enough asda. I tried to contact the manufacturer but surprise surprise it appears they no longer operate as a company. After much disappointment on the phone again, we are going to purchase a new cot and get a refund. No offer of any compensation either just to stick the boot in. If you like poor quality items and even worse customer service then asda direct has this in abundance.

AVOID AVOID AVOID. Seriously 1star is too much. I ordered 4 pieces of furniture 8 weeks ago with an agreed delivery of 8th January 2015. They tried to deliver it on 6th and 16th December and damaged half the order in transit. I was forced to reorder it so now have two separate orders because they won't add it to my original order, despite being their mistake. They don't deliver on the agreed date and to make it even more confusing use two delivery companies. They damage it in transit again and do the same on the 9th and didn't even tell me, I found it out for myself by ringing the delivery company why my order had not arrived. I have been offered £10 compensation for the stress caused and still haven't managed to get the order after reordering now a total of four times. Rang the company everyday numerous times for two weeks requesting a managers callback which they advised would be in 2 hours. It's now the 17th and a manager still hasn't called and I have not received my order. I've cancelled it now. They might be cheap (which makes people order) but they cause so many problems and all contact centres are in South America with agents being uneducated and quite frankly stupid. The advisors are just rude and the whole service is shocking. I'm unsure how they manage to keep trading. I will never use them again all people AVOID AVOID AVOID!!!!

So you order multiple item which show as being in stock. You checkout and low & behold you get an email confirming part of your order is available. It drives me nuts!!!! If I wanted just a part I'd have ordered just a part.. I ordered 12 items & 5 have been dispatched from there warehouse. This company seriously needs to get. its act together.

I bought some boots online, for click and collect which were supposed to arrive to the store after 5pm. This was a week ago, I have been on the phone to the customer service people 3 times. I have also sent 3 emails. I am absolutely horrified that I am having to re-order something that was their fault never arrived. I also had to wait for a refund and an e-voucher as the boots were on sale when I ordered them. Speaking to a customer service advisor today he said in a reassuring tone, "don't worry your e-voucher will be there by the end of the week," END OF THE WEEK? excuse me? I have never been so angry in my life. Completely horrifying that they can get away with this after offering to provide this seeming convenient service. I think not.

I would just re-order the boots at full price and use the e-voucher for something else but I am loathed to ever use this service again.

Been treated horrifically and it's sad to see I am not the only one.

I ordered from the Asda website for the first time on Saturday evening but now I wish I hadn't bothered.

I purchased a few small kitchen appliances (A kettle, etc) and was told my order would arrive by Wednesday.

It is now late Thursday night and still no sign of my order arriving- infact after checking the status of my order online I see it has yet to be despatched.

So it'll likely be mid next week by the time it comes.... I should have just gone to the nearest store and bought them in person. Silly me!

I bought a top last week admittedly it was only £4 after being reduced but have only washed it once in a brand new washing machine and the top now already has a hole at the front I can't get to leave a 'poor' rating on the George site as it doesn't like my low star rating. Very disappointed but glad I didn't buy the top at the full price!

I ordered a pan set on line reduced from £40 to £25 on 29/09, I had a email on 02/10 to say it had left the warehouse. When I hadn't heard anything by 04/10 I rang their helpline twice where I was told that they would contact the store (click & collect) and someone would call me back, no one rang me back that day. I then rang again the next day and this time someone rang me back and told me my item was being delivered to the store that day (05/10) and would be available for me to collect. I went the following day (06/10) and my order number wouldn't work on the click and collect screen so I went to customer services in store who got the click and collect advisor to come and see me, it took the guy 10 minutes to locate my order on the system and he then went to try and find it in the warehouse, he came back 20 minutes later only to tell me it wasn't there it must be lost and he issued me a refund there and then. I then decided to check in store if they had the pan set I'd ordered and they did so I bought it direct from the store, where I might add it was £5 cheaper than the online price.
I obviously sent in a complaint about this experience and had a phone call a few days later apologizing etc. offering me a evoucher for £3 and I was told that the online prices are different from in store as the online items come direct from the manufacturer and in store items come from the warehouse.

So if you can get to a Asda store to buy then I advise you do as you will find out it is a lot cheaper than buying online.

I will never be buying from their website again after this experience and finding out that information.