Groceries Asda Reviews 2,419

I have been using asda for over 14 years now and all has been well up until the last year or so.
Many times now my order hasn't turned up and I recieve no communication regarding where my order is. I call the help centre and they sometimes can't track the order as system is down or if they can they then tell me it'll be about 20 mins or so and then it ends up been hours. Then they don't refund me automatically I then have to call them again to request a refund. These type of things have happened about about 10 or more over the last year or so. The drivers at the door are also fed up and saying they go back and complain but nothing gets done about it. One driver has told me they currently have too little vans for the amount of drivers and too many orders for the available vans. Also things leak, food out of date, meat with packaging open, dirty delivery crates. One driver told me it was his last day and he had planned to stay till retirement but recent changes in the job have given him no choice but to leave.
I spend an average of £250 per week on grocerys at asda with a family of 5 and they've now lost my custom and I'm sure many more customers must be leaving. The company is currently a mess and needs sorting!

Excellent web site that I have been using for several years without any problems. I use the click and collect and always find my orders accurate and delivered quickly after I arrive at the collection point. Staff are invariably pleasant and make sure that any substitutions or out of stock items are flagged up at the collection point. The collection charges are also very reasonable and slots are readily available. Well done Asda.

Not impressed few months ago you had technical issues when you was updating your app and website and in some areas including our area and basically If I tried to order some online grocery shopping the order would go through but the online grocery shopping department because of these issues could not read the details on my order or other customers so my order got cancelled and for months I waited for the situation to get sorted out it did and for a while things have been OK,but last week I did a order and I could not check out my shopping I called you and I did everything you said to do and still not sorted out and I tried again this week and spoke to someone about it and I tried again twice more still no success, and my situation has changed I am housebound and wheelchair bound we are all disabled and no one can drive in our house for medical reasons feeling very stressed out

Since they updated their website/App it has been awful. Twice now I have wanted to update my order but it won’t accept payment. If you ring they just say delete the App or try the website….none of these work!!! Absolutely useless. Will not be using again.

Only half of our order was delivered. How can a British supermarket in 2025 not have essentials like bread and milk, not to mention all the other everyday items missing from our order?

Additionally, there were no confirmation emails regarding the order, delivery times or indeed the missing items. Now we have to contact their appalling CS for refunds.

This won't happen again.

Order placed for 3-5pm, didnt arrive.. App saying still preparing.
Checked my bank account money has been taken. Called them and after 45min of ping pong between customer services call center and the store, plus being hung up on twice. Turns out there was an error on there system..

Fair enough, this happens.. Refund with you in 3-5days?? ..Quick enough to take my money but when I need it back to actually be able to buy some food I have to wait 3-5 days!!!

What can I say that hasn't already been said by thousands of people on here... Asda is TERRIBLE!!! Truly the worst website ever. Seriously, nothing comes close to how bad Asda is now... ARE YOU LISTENING ASDA??? Your business is a total disgrace and should be forcibly shut down by some authority for total negligence. At the very least you need to fire the whole website development team and insist they return it to how it was, as they somehow managed to make an already bad website, even worse... A perpetual nightmare, in every way!!!

Ordered home delivery twice now for the driver to not even bother knocking on the door. When you phone the customer service they do nothing to help you. Won’t be using Asda again going forward. Poor service.

Used to be good. I cancelled my delivery pass today because my deliveries were consistently missing items. You cannot rely on them and customer service is lacking. Drivers aren’t bothered either.

I’ve been shopping with Asda online for years and am fully aware there is the minimum basket charge fee of £40. However have been shocked to find out I I’ve been caught out on many of my recent orders, resulting in paying £9 extra per a delivery in the form of the minimum basket charge and also an extra delivery charge. Despite having an anytime delivery pass. This is because they now calculate the ongoing basket total amount shown in the top corner to automatically include these fees, leading to the poor customer thinking they have met the £40 minimum spend when they have not. I.e the customer is actually paying £40 for £31 of shopping when by adding another £9 of shopping they would still pay £40 . Even worse the customer is charged more in many cases than if they just added items to bring the basket up to the minimum value This is not particularly highlighted in any meaningful manner within the online shopping process . I am very upset looking back through my orders to see this has happened, especially when like many other families we are having to put the shopping on our credit card as it is :(
I would have highlighted this to the online customer service team rather than on a public forum but when did so politely about a damaged item previously I received a very sarcastic response along with the refund. As if writing sarcastic responses is the sport of whoever they seem to employ within their online team The team in our local Asda store and the drivers however are wonderful

I will not be using Asda again! This is the 3rd time in a row the delivery is over an hour late. I work nights and heavily rely on food shop deliveries and them being on time. The app is awful doesn’t give you any updates that are accurate! You pay for a time slot and it’s always late. I get things happen traffic etc but it’s beyond a joke now!

I didn’t have a delivery but I was driving behind a delivery van when it just stopped in the middle on the road, he got out and told me I have to turn around, I said I couldn’t as I only needed to go up this road and he said tuff and to fu k off. There were no cars stopping in from pulling in and parking for me to get past, he just didn’t want to , I am a nurse and was desperate to get to a patient and he did not care

If I could award zero stars I would. Their website for ordering home deliveries is shambolic and has been for weeks. It wouldn’t let me place an order today - wouldn’t take payment. The customer service (unhelpful) “helpline” is useless, the colleagues I have spoken to were clearly reading off a script. I was told to try again in 24 hours yet I was told the exactly the same thing when I had the same problem last week. And when you ask them a question that their “script” can’t answer they either cut you off or put you on hold (whilst they make a drink or have a fag no doubt) only to regurgitate the rubbish they have already told you.

I’m physically disabled and sight impaired so rely on home deliveries. There is a branch a short walk away but it has hardly any stock and its empty shelves are reminiscent of an Eastern European supermarket during the Cold War. You can’t even get basic items these days.

They could at least email their online customers to apologise for their shocking service over recent weeks. But as they apparently don’t respond to negative reviews on here, I won’t hold my breath.

What on earth is going on with the Asda Groceries website and App over recent months? I've had so many problems with it I've given up with deliveries and now use Morrisons. The last time I placed an order with Asda, just about every 'fresh' item was going out of date in the next day or 2. Couldn't get a refund via their app or website as it removes order history as soon as the order is delivered. What a shambles.

Still waiting for my grocery order to arrive. Site is down so I cannot see when it's being delivered. I have rang them only to be told their site is down. This has happened twice. I will not be ordering from Asda again.

Went to get a pizza from the make your own pizza. There was nobody in the counter. One of the staff said someone will come.
Waited 25 minutes. Nobody came.
Absolutely useless.
Asda Wallington

Sick to death of Asda taking advantage of being able to unload their out of date stock on home delivery. Last order had items delivered out of date and this delivery has fresh produce which goes out of date in 6 hours. You can't contact them either. Absolutely impossible. This company is struggling. Are they surprised? Customer service just counts for absolutely nothing anymore.

Disgraceful, rude and disgusting behaviour from delivery driver. Delivery driver parked up an hour before time slot and didn't even try try to attempt to ring the door. Eventually got out of his van and didn't ring the door buzzer and cancelled my order because he didn't know how to press the buzzer. I'm suffering from injuries and unable to walk fast. I eventually caught him outside, the delivery driver argued with me on the streets and tells me why didn't I bother coming out, it's too late I've cancelled your order and said I'm not arguing with you and drove off, I tried to explain to driver how to use the buzzer, he refused to listen. That driver needs to be sacked for the appalling customer service. Your job is to deliver my shopping. There was no phone call to my jumber and no number was provided to me to contact the driver. I was left without my essentials. Just because someone is young doesn't mean they don't have a disability. Shame on you ASDA!!!

I have shopped online for groceries with ASDA for years and have used the website for my orders successfully. Since the new website was launched I have just given up. Nothing I try can make the website function. I have attempted to order three times now and can not display a previous order/get a full page displayed on screen/find a way to order items etc etc. The list goes on. The best plan for ASDA now would be to reinstate the old system and demand reimbursement from whoever designed/ threw together the current site. I won't be the only one who now shops with Tesco and Ocado and Iceland. Beware ruining your business altogether.

I did an order more than half is missing no substitute. I ordered grapes and they were definitely more raisin than grapes. Im sorry but how they were not removed from the shelf to begin with is a joke. I know asdas fruit is seconds and has a close sell by but this was a joke. Haven't shopped there in over a year but couldn't get a delivery slot with my normal supermarket. Now i know why asda has plenty of slots. I really don't understand how a supermarket has got so bad since lockdown. What a joke