Asda Groceries Reviews 552

The app is useless. They launched a new app a few weeks ago and I’ve never had so much trouble.

This is the second time I am unable to amend my order despite having an email saying I can amend my order until 6am on the day it is due. It sometimes checks out, sometimes not. At the moment it says I have £3.25 in my basket but when I go and look it says my basket is empty. It cannot search for things I know Asda sells so many of my regulars don’t exist on the app yet I know they sell them in store.

Telephoning is all but useless, “computer says no” scenario. The call centre is not based in the UK and when you ask to be put through to someone in the UK they refuse or cut you off.

And this silly man on the phone keeps telling you that the best way to get help is online, yeah right.

I think for Asda it should have been don’t fix something that isn’t broken.

Received my £100 online grocery order. After the driver had left I realised I didn't get any of my frozen food worth £23.30. Filled in the refund part of my order and revived an email saying refund denied! Not impressed Asda. Tried to call and waited over 5 minutes each time without anyone answering.

I sent my delivery back with the driver I asked how will I know if the driver has returned the items the driver said he will return to store, nothing given to me as evidence just the drivers word.

I went to my email requested a refund and was sent the email below.

This is disturbing and unacceptable.

I do I escalate this.

Order Number: 70000012527739
Delivery Date: Saturday, 27 September 2025

Refund Rejected

Hello Mr Susan,

Sorry, but we have not been able to approve your refund request this time.

Refund Details

Product Qty
CREMANT BOURGOGNE WHITE 75CL 5

When handling refund requests, we look at things like:
your previous orders
your previous refund requests
what items you are asking for a refund for
Based on these factors, we have decided not to approve this refund request.

To return an item you do not want from any further orders, please hand it back when you get your order. We will not charge you for items you hand back to the delivery driver or colleague at the Click & Collect Point.

Our call centre colleagues cannot approve your refund request for you if you call us. But, if you are not happy with this decision, you can still contact us to discuss it further.

Thanks,
Asda

What is going on with online shopping? No regulars in stock, no favourites, no choice of products when searching only a couple are coming up!! Its like trying to do a shop at a local corner shop. Ive shopped at your store for over 15 years and i am going to shop elsewhere. Absolutely ridiculous!!

On the delivery side of things, my local store is top notch. The website however... Flat out refuses to accept valid payment details and has a habit of telling you the voucher code (you never entered in the first place) is invalid. Be prepared to keep attempting to pay for the duration of your 2 hour window, or for the sake of your sanity, just use another supermarket.

Things missing things doubled up charges doubled no explanation. Pickers useless when getting subs.

The changes on website are terrible. A technical error has stopped customers being able to do amendments to their order so you only get what you ordered first time, no add ons. Now their refund section is not working correctly. I won’t be placing another online order as I have wasted loads of time trying to sort it. Had to put order on twice as they lost first order but then it showed again so I got charged for two orders despite cancelling one. Customer Service is hopeless and unhelpful. The one star is for the driver and the picker as they were fine. Poor show Asda!

Who designed there app mr magoo.absolutley garbage. glitches slow loading u go into ur previous orders and can't even add anything from there to ur new order. And for deliveries they give u crap can't even buy fresh fruit mouldy.left them b4 coz of it and bought 2 pizzas £10 ..delivery was at night and it was used by that night refusing to pay me back for it so left cane back about year later 1st order 2 bistro fish use by that night on phone to them and gave them pelters qabout it got my money back.told them if it happens again b contacting food standards...so if ur blind or poorly sighted a feel for u coz u don't know what ur eating told them that 2.on there last waning they just don't give a fek just ur money there after they don't care what u eat..THERE A DISGRACE

Seriously!!! YOU need to sort out your new designed app. It takes forever to load up, my regulars and favourites keep disappearing. You search for a product and nothing comes up, even tho they are sold in your store. Sort it out otherwise you will lose customers.

I purchased an annual delivery pass in February 2024 but since they have changed their app I am finding them terrible. They have constant substitutions and not available items, you don't get notified when the driver is on the way and you can't track them, the search function doesn't work and it constantly crashes especially at the payment screen.
I called customer services to find out what my options are to cancel and they said I have no options so I am stuck with them. I have just used another supermarket today instead and they were miles better.
Avoid Asda deliveries at all costs. Terrible.

Used to shop at Asda all the time but don't anymore as their app is so terrible. I've resorted to shopping at a different retailer due to the app being so glitchy, not working & having continuous issues.

I ordered online shopping originally on 08.08.25 but altered it on 10.08.25. However on the collection day of 11.08.25, Asda did not have all the items and so told me the new order will cost less. However, they charged me the original amended order. This has been nearly a month of stressful calling/contacting them but still refusing to refund the difference. I have now raised this with my credit card provider who would kindly pursue it for me.

Last week, I left a review here because I ordered 13 items for Click/Collect, and half the items were not available.
This week, I ordered 12 items, and 10 items were not available.
Please don't expect me to drive a 20 mile round trip to pick up 2 items!!!!
Why is your stock control so useless!!!!
As with last week, I'll have to go out again somewhere else for the missing items.
What a waste of time!!!

Asda has changed the online shop app , it use to be do easy to do my shop , now it’s a headache , I’ve found it easier to turn to Tesco online .
Please put it back to the old way , it was do easy to do monthly shop,

Every time Asda update something it is a nightmare. This time it is the revised app. A complete waste of time. Have problems checking out and amending orders. This site is now nearly as bad as their mobile site that nearly sent me up the wall. I have a delivery pass with these people but I will have to go elsewhere very soon if things don’t improve soon. Closure wouldn’t surprise me at all.

The app is dreadful, mine doesn’t track my delivery (I have a two hour window) and over recent months there have been loads of glitches and problems so you can’t amend or cancel. I’m not sure what has happened as it used to be very good.

New App Is an absolute rip off, last two weeks I place an order and I can amend stuff no problem, when I want to remove something suddenly something went wrong or unable to take my payment. When I was added products on there was no issues at all. RIP OFF

I would give less than 1 star if i could.

We ordered a delivery to be delivered the same day, later in the evening (6-7pm slot). By 7.45pm we had heard nothing and I called to see what was happening. Apparently they have a widespread issue with orders not being transmitted to the stores, but nothing tells you that. The customer service advisor said all she could do is re-arrange the order, but that was too late - we had nothing to eat for dinner or prep for lunches the next day. She just said sorry, a lot of people were having the same problem, but they don't tell the people affected, so you just are left waiting. Reminds me why we never ever get Asda delivered if we can help it, every time something gets screwed up.

You Order something , they wait until the last moment and the delivery is on its way, then they say, we only had one item of your delivery, but we are going to charge you full price delivery for a can of beans.
A complete rip off.

Ordered a food shop with the code Liverpool20 waited all day for it to be delivered .
Recieved an update saying 3 items not in stock onions minced pork and sachet of chilli con carne that meal a no go.
Eventually delivered hours later only to tell just eat driver that it wasn't our delivery not one thing we ordered was in the bag apart from inedible bananas.
So someone else got our shopping and we got there's.
Absolute joke whoever is managing this I've got what looks like kids pack lunches for the week starting tomorrow no use to me ..
Some kids arn't getting a pack lunch tomorrow.
If I could give no stars I really would.
I want a full refund and waiting on your email.
Update 8/9/25
Justeat came back with an email saying asda has refused your refund because we accepted the shopping.
I am beyond angry at this we told the delivery person don't want this shopping it isn't mine and his response was take it or put it in the bin absolutely unacceptable in so many ways.
People are struggling for God's sake.
What if I was disabled elderly or couldn't communicate in some way are all customers treated so poorly in that no refund is issued.
Contacted asda awaiting a response.
Forwarded my original shopping I ordered with account number and a photograph of items recieved.
Updated..
Asda could not order me a refund due to food shop ordered through justeat.
The only thanks I have is for Arushi for his kind emails and offering more help with the above .
Thank-you Arushi.