A complaint about Asda

Status: Approved

#FinancialLoss #Rudeness #Inconvenienced  Furious Offended Let down 

What happened

A home delivery was received with an issue regarding an unavailable item but ASDA didn’t provide any substitutions at all claiming there were none suitable in the store?! I found 26 other suitable substitutes on their website for same price and similar. Rang customer service twice but they were useless. I had to pay for a second delivery to re order my item. Me and my 5 children are self isolating awaiting results for the coronavirus swab test. It’s the only way I can get my food and essentials while I’m not allowed to leave my house. Rude staff. Repeatedly saying one sentence as the answer for everything even if not relevant. No apologies no understanding and no one could grasp the problem I had which wasn’t about this item anymore. It was more about the lack of expected help and advice when ASDA have made the error and the fact that a little error caused me so much stress and headaches and hours on calls and Twitter. An employee on Twitter was mid conversation with me when he suddenly declared he’s met the required help and advice he is told to offer and that’s when he abruptly ended our conversation when he knew I was clearly not finished not happy and still asking questions! To add insult I was offered a £5 voucher which I thought was a joke! Hardly comparable! Then I was offered their maximum £10 voucher and they can’t and won’t go any higher so I had to accept this pitiful hand out or risk ending up with nothing at all. I can’t believe the staff! 3 rude and unprofessional and incompetent customer service employees in one day! That’s proof that Asda staff don’t need to be very intelligent or know anything about Asda policies etc because they are robots reading from a generic script with limited answers to offer and one woman was noticeably silent for long periods of time when I asked questions that she didn’t have answers for or couldn’t understand! Overall despicable and insulting service. Asda should be ashamed

What I wish had happened

An apology. Some empathy instead of robot answers. Compensation of a higher value of which I deserve and am entitled to after what ASDA put me through needlessly

Where this happened

On the phone

Asda Customers

Most talked about by Asda customers

High
Low

How this makes Asda customers feel

High
Low
33% Financial Loss
Feelings:

Furious

Offended

Let down

33% Rudeness
Feelings:

Furious

Offended

Let down

33% Inconvenienced
Feelings:

Furious

Offended

Let down

Supermarket Customers

Most talked about by Supermarket customers

High
Low

How this makes Supermarket customers feel

High
Low
17% Rudeness
Feelings:

Let down

Annoyed

Frustrated

Furious

Offended

17% Inconvenienced
Feelings:

Furious

Offended

Let down

Frustrated

Annoyed

17% Customer Service
Feelings:

Frustrated

Annoyed

Let down

8% Expectations Exceeded
Feelings:

Special

Happy

Delighted

8% Service
Feelings:

Delighted

Special

Happy

8% Communication
Feelings:

Delighted

Special

Happy

8% Financial Loss
Feelings:

Furious

Offended

Let down

8% Delivery
Feelings:

Frustrated

Annoyed

8% Quality of product
Feelings:

Annoyed

Frustrated

Let down

Most complained about Supermarket companies

High
Low
  1. Tesco
  2. Asda

Most complimented Supermarket companies

High
Low
  1. Waitrose