Asdadirect Reviews 238

I ordered a onesie as a xmas present, which was unwanted. Just before returning it I ordered a shirt and 2 pairs of trousers for my son. I decided to return 1 pair of trousers and the shirt, with the onesie from the other order. They refunded just the onesie. After a few days I called them and they told me they haven't received the other return and they need the collect+ receipt! I told them the returns were in the same parcel with both invoices and I discarded the receipt when I knew they had received the goods after the first return. They won't look for the missing goods, they have simply said that until I can provide a receipt I won't get the refund! Well I suggest getting off your backside from your computer and going having a look, because some idiot in the warehouse has just cost me £15.
EDIT: I have finally managed to get in touch with the warehouse (in England) myself, after a bit of research through Google found me the number. They were very helpful and have finally processed my return. The idiots they have working for them in South Africa or wherever it is, are not competent. I even asked them to forward me the complaint departments contact details. They asked what for! I told them and haven't heard from them since. These fools are costing Asda money. Much more money than they think they are saving by outsourcing their customer service teams.

I paid for guaranteed delivery on 06.02.2015
Unfortunately Asda chose to use Yodel, the UK's worst delivery company
Waited in all day 7am to 7pm no delivery
Neither Yodel or Asda are particularly interested really
At least I know never to order from them again
All I have to do now is wait goodness knows how long for my refund

Do not know why Asda use these people.Promised a phone call 30 mins before delivery because property empty.No phone call they just turned up put a card through door and took sofas away.Phoned customer services who did not have a contact number for drivers because they were sub contracted.Arranged redelivery for following week and told I would get a text with a time slot day before.When I didn't get a text phoned excel customer services to be told sofas were damaged and had gone back to depot but nobody bothered to inform me.Phoned Asda customer services who are in south africa and they are a waste of time.Have now cancelled my order and will never shop with them again

My mother ordered two sofas,no contact about delivery,then when she rang to find out where they were was told they had been damaged and would be another 4 weeks? ermmm ....really? Customer service shocking and its in South Africa? Whats that all about!

The worst delivery service ever. 1 complete bag of shopping missing ? Reported it and was told I'd get a phone call back. I never RECIEVED a call and I had to ring 3 times costing me £6.29 in calls. When I got to speak to advisor I was told they could only give me £5 in compensation and they would NOT re deliver my items ??? Discusting service I will never ever use asda again

I ordered from ASDA over 3 weeks ago - still no delivery. I have written two emails to customer service and got no response, apart from automated ones. I called, but again nothing happened.

The parcel is stuck at Yodel, a company well-known for its disastrous service. God knows, why ASDA uses them as their delivery company.

Order furniture on the 3/1/15, with promise date of 22/1/15, called 3 times before delivery (including day before) to make sure it would arrive and to book day from work. Was assured each time yes it would be here and to wait for email from suppliers. Cleared out old furniture (sold) - waited and didn't arrive. Called customer services - first it was its at the couriers waiting to be scanned in, this would be the 26/1/15, then told delay was at the manufacturers and would receive an email from supplier - non received to date, promised call on 28th - no call ! - called 3 times 29/1/15 - promised call back within 2 hours from manager - still waiting - even sent email to CEO - no response - just need to know when it will be delivered !!! - not too much to ask since they have had the money since the 3/1/15!

Ordered a bookcase and matching sideboard on 1.1.15... Delivery date given as being delivered by 22.1.15.
Nothing heard so rung on 19.1.15 to be told they'll be here by 22nd and that courier would contact me to advise of time.
Nothing heard again so rung on 21st to be told that they'll definitely be here on 22nd.
Rung call centre on 23rd to be told that the sideboard is out of stock until end of feb now.. The bookcase however is in stock and will be delivered the following week... Again the courier will contact me to make arrangements.
Nothing heard AGAIN so rung on 28th they said gets chase supplier and ring back.. No call all day.. Finally rung late on 29th to tell me the same thing as last Friday!!!
Bookcase will be with me in a week but the sideboard is still end of Feb... The supplier will be contacting me to make arrangements.
By now I don't believe a word any of the foreign call centre staff are telling me... We've paid £400+ for some furniture that I've no idea if I will ever see it!
I've used asda before and would have recommended it but after this fiasco I'll be steering well clear!

DO NOT ORDER FROM ASDA DIRECT- bad customer services unable to give any information and then just make up a delivery date, took a day off work waiting for delivery which turns out had not even left the warehouse. They take your money the moment you place the order and then cant tell you when you will get the goods you have paid for, im not talking a few quid im talking hundreds of pounds for new furniture. They should be investigated as im sure there is a huge service failing on their part. Im still waiting for my delivery its been 5 weeks now.

you've been warned !!

We needed some new bedroom furniture and were on a limited budget so we were delighted when we found the wardrobe we wanted, in Asda Direct's sale at a really good price. We thought it would be perfectly fine ordering from a well known company... little did we know how almost everything that could go wrong, would!
Firstly we ordered the item on 2nd January. We weren't given a delivery date, only that it would be with us "by 2nd February".
Fair enough I thought, no doubt they'll update us nearer the time.
Nearly three weeks passed, when I eventually got an email saying my items had been dispatched, and to "click here" to track the order.
On trying to track, no information was showing - the website still said that my items HADN'T left the warehouse.
To clarify the situation, I rang Asda Direct, got through to their CS call centre in South Africa, and all that the lady on the end of the phone could tell me was that the item had "probably" been dispatched, but not to worry as the courier firm would call me 48 hours before delivery to arrange a date and time.
Then last Wednesday I came home to find a card through the door, saying that my furniture had been left with my neighbour. No prior warning or notification of delivery, I'd have made sure I was in if I'd known it was coming.
anyway, my husband took the weekend off work to get the kids' bedroom sorted, including disassembling the old wardrobe and putting this new one up.
We got rid of the old wardrobe, and opened up the box of the new one, when it quickly became apparent they had only sent us HALF a wardrobe. There was no top, bottom, drawers, feet or fixings included, only the sides and doors.
Quickly got on the phone to CS again but as they are in South Africa they didn't seem to grasp how upset or angry I was, and merely took my number and said someone would call me back - nobody did. They refused to give me any contact details for the supplier so I couldn't take it up myself.
Rang again the next morning - same old story, someone will call you back - nobody did, after I waited all day Saturday and all day Sunday too.
Got back on to them this morning (Monday) and finally got someone slightly helpful. he still wouldn't give me the details of the supplier but got on to them himself and *I think* arranged for a whole new wardrobe to be sent next week, but then again it could have just been the missing half, I couldn't really understand. All I do know is we wasted the entire weekend when we expected to be getting the kids' bedroom together, they are still living in a mess with clothes all over the floor, and it's going to be at least another week until this may or may not be sorted out.
It's so frustrating, being unable to speak to anybody in the UK, being refused details of suppliers / courier companies, and being left hanging without knowing what's going on. I will never, ever use Asda Direct again for anything.

I am a regular asda on line shopper and I thought I would give click and collect a try rather than home delievey 7 items were just not available and 4 items were subs which was nothing like the original items that I ordered. Came home and after then going shopping for things that was not in my order I noticed that I had a whole bag of fresh items missing. I rang the customer services (based in Cape town ) and spoke or tried to speak English to a customer service rep ( this proved very hard )
Am a very unhappy customer and now will not be using asda again 😡

I bought a bed + headboard with asda direct thinking that th his was a secure bet. BUT I was so wrong.
Item arrived but was the wrong colour bed but right colour headboard! - didn't think that it would be so hard to rectify this simple mistake. How wrong could I be.
Phoned customer services and and couldn't understand the agents at all ( I now know why -south African call centre) they were rude sarcastic and just downright unhelpful !
Can't sort anything out at all.
As a customer service manager myself I would sack all of them people that work there or at least train them from scratch.
Waiting to hear if the manager actually does get back to me tomorrow with a speedy resolution.
Don't seem to care that I have taken a days leave to accept delivery already and now have to take more time out to sort the collection to have the items collected to then decide where to go from there and who knows when this saga will end!!!
Nothing is quick and simple like you would expect.
Am seriously thinking about never using them again!!!!!!!!

I ordered a VAX Rapide carpet shampooer on Dec 8th 2014 and was told delivery would be 5 days. I rang after 7 days to find out where my cleaner was only to be told they would have to email the supplier to find out and would call me back. This was just the beginning of the saga, ASDA customer services is in South Africa and are not able to speak to the supplier or delivery company, I was delivered the wrong cleaner two weeks after my order, complained and eventually had to pick up what I was told would be the right product, only to discover yet another totally different cleaner had been sent to me. I am now getting a refund, this doesn't make up for the time and cost of hanging on a phone for ages and the fact I now have to go out and find the cleaner I want. I will not order from this unorganised company again.

Worst online experience. I have ordered everything online this year in an attempt to be more organised. All companies have delivered except Asda Direct. Paid extra for a delivery slot which was not honored. Second delivery arranged without receiving item. Two days wasted. Yodel have apparently delivered to a different address and Asda say they cannot do anything until the courier have replied to their email. Got cut off three times on the phone to Asda and have no confidence in their ability to provide a timely refund. My nephew is now not going to have his Christmas present until after Xmas/New Year. Very, very poor Asda. Never again.

After failure to deliver on promised day from courier company Asda use, then it was lost, then it was damaged and had been returned(?)
several phone calls with both Asda and Yodel the mystery of the missing tv unit remains unsolved! To cut a long story short emails and conversations with Asda customer service has left me speechless! Apparently I need to reorder the item again online myself and go through the whole palava again! Asda promise to ring u back within 4 hours then some script reading person rings 48 hrs without actually being familiar with your complaint. Again u request escalation to supervisor and the process begins all over again. They have now apparently refunded my money and cannot send me a tv unit (even though its still in stock on the website). 4 days ago I was offered £15 goodwill which I said wasn't enough, this morning I was offered £4. And the girl today was tutting and sighing while i was telling her my complaint. So frustrated! Got a tv unit in Argos last night as I'm sick waiting for a resolution. DO NOT USE ASDA DIRECT!!!! Try Argos or Tesco, a lot less hassle!
Janet Rankin Clarke
Item ordered 2nd January

Terrible service. Order was processed by PayPal with no confirmation from Asda on delivery or with an Order received email. They couldn't find my order and offered no compensation. Waiting for my money to be returned and won't be using their service again.

Be aware their Click & Collect Service is worse than dealing with a street trader. Wrong sizes sent back. Collecting from stores who have less than zero manners, stores tell you one thing one day then different staff tell something else the next day. South Africa customer service can't understand English. Evoucher not shown on receipt of goods SA tell you it has been taken off just not shown just ring your bank...why should I !
Return your goods sealed we'll just swip the code. Then I'm told to rip open the bag. Then they refund me the money for the wrong goods and take off me again.
I have no idea what goods I've bought what goods I have returned and if I'm being paid for my returns.
They have not responded to my online complaint.
ASDA never ever ever again.
Nothing like Walmart their big professional brother I wonder what the CEO and directors would do if they really cared.

I recently order a couple of items online and only one turned up, according to Yodel this would come later on.
I let a few days pass by and nothing so when I decided to Asda they informed me my item was never given to Yodel and they are out of stock of the product, so NOW that I contacted them they will refund me.

Very disapointed I can't get the product I want and they did NOTHING to help or try to sort something out and even worst, shame on them for not letting me know the issue in advance and immediately provide refund, if I haven't called would they stayed quiet and kept my money?

Seeing all this bad reviews of Asda Direct looks like they have no structure to manage stock, deliveries and not even provide a decent customer service. Don't sell online if you are not capable of doing so!!!

For the second time in succession goods received from Asda direct were found to be damaged upon receipt, the latest being a Russell Hobbs kettle. The invoice with the kettle quoted an 0800 number if there was any reason for complaint, we have now called this number 4 times, first I was asked to hold while I was redirected, after waiting approximately 10 mins they hung up. 3 further calls, not only was it a bad phone line (I could hardly hear what they were saying) and the accent was so bad I had problems in understanding what the operator was saying. I queried where they were based the reply SOUTH AFRICA. I was asked for an 8 digit order number which there wasn't, so after giving all relevant numbers on the invoice, the promise was that someone would call me back without fail Tuesday afternoon (30th). Needless to say here we are Wednesday afternoon and still no phone call. Why when the item was despatched from Manchester am I talking to a call centre thousands of miles away. The service provided by Asda Direct is a disgrace. The management at the company need to look at the complaints with regard to customer service in general, acknowledge that they have been incapable to put it politely in dealing with complaints.

We will not be dealing with Asda in the future at any point.

At the time of writing all we are left with is a damaged kettle.

Worst online experience. I have ordered everything online this year in an attempt to be more organised. All companies have delivered except Asda Direct. Paid extra for a delivery slot which was not honoured. Second delivery arranged without receiving item. Two days wasted. Yodel have apparently delivered to a different address and Asda say they cannot do anything until the courier have replied to their email – Yodel wont tell me who they have delivered the item to but have confirmed it wasn’t to my address. Got cut off three times on the phone to Asda and have no confidence in their ability to provide a timely refund. My nephew is now not going to have his Christmas present until after Xmas/New Year. Very, very poor Asda. Never again.