Asda ridiculous substitutions and they also don't log returns

[ikeptgoing]

I'm am so fed up with Asda. I'm shielding abs have relied on Asda home deliveries but they are getting more and more ridiculous

I'm disabled so bagged up is important for me or I can't move it- rarely do they bag it up despite me paying for it

This week 15 substitutions and 5 unavailable. Want to know what the substitutions were???
Toilet gel instead of quaver crisps
Caraway seeds instead of spaghetti pasta
They never put them in nags despite multiple phone calls to hq that I'm disabled and need the bags and PAY for the bags , so you have to ring customer services telephone to get those refunded.
I ended up ordering Tesco delivery as so much was missing and what a polite abs reliable difference 🥰

I tried to post this, please tell me it is reasonable??!!

And then deliver driver forgot to log returns of over £7 of meat. And I couldn't do it online as they were substitutions not even on my list as so different to what I had ordered ... waiting 20+ minutes for days to get through to customer services

I gave up online shopping with Asda due to the ridiculous substitutions and amount of 'not available's.

Asda had always been so good but they have some awful pickers now
Who substitutes toilet cleaner for crisps?? Like REALLY???

You do know you can go to the order online and request a refund for various things- 'short shelf life', 'damaged', 'unreasonable substitution,' 'missing items' etc?

Maybe its your local store, because my subs have never been too ridiculous. Worst was a Indian goard instead of frozen spring rolls! but at least it was food!

My last order had the security tags still attached to the wine bottles! I went online, and their website has a specific section on this, so it must happen quite often.

This must be down the the staff they have employed to do the shop for you as this absolutely doesn't happen with me and I use asda every week.
At the minute I've been getting a couple of 'unavailables' which never used to happen, but I'm putting that down to lack of items from suppliers. But frustrating when they don't even attempt to substitute these, eg. Loaf of white bread unavailable, I would have accepted any other bread available.
But honestly, the substitutes I get are always logical swaps, it seems the shoppers in your local store seem to be prioritising price than function of the substitute and that's ridiculous. Id contact the store manager if I was you as they need to retrain the staff. Must be very frustrating for you!

I'm disabled and I keep asking them to make sure they are bagged. So when they arrive not bagged, I have to tip them onto my hallway floor from the basket and wait until a family member can come round to move them

They still charge me mind as if they had supplied non existent bags and you have to ring customer services to say hey no bags AGAIN! do they not even know the equality act?? It is such a breach

@Eleoura

You do know you can go to the order online and request a refund for various things- 'short shelf life', 'damaged', 'unreasonable substitution,' 'missing items' etc?

Maybe its your local store, because my subs have never been too ridiculous. Worst was a Indian goard instead of frozen spring rolls! but at least it was food!

My last order had the security tags still attached to the wine bottles! I went online, and their website has a specific section on this, so it must happen quite often.

I do and it takes ages to get through And really it's getting boring now

I agree with eleoura I've used the refund option online before when I've found an item that's already gone out of date or smashed eggs etc, can't be helped and doesn't often happen.
I've also had alcohol turn up with the security tag still on, the driver has said this happens often and even he gets frustrated with it. But I'm not bothered, it's a luxury item, I can live without a bottle of baileys (just! ) but the driver always puts the refund through for me fine.

Do you have any shopping bags in your cupboard? If so, although I appreciate it's not the service you paid for, but get the driver to bag the items up into your bags. It's not acceptable for you to have things all over your floor, especially if items need to go in the fridge or freezer.
I would suggest you yet the driver to bring the crates into your kitchen, but in covid times that's not a good idea

Your substitutes are ridiculous!
I think it varies by satire, ours is pretty good, we use click and collect but I think the same people pick and pack,

Well as I'm disabled and shielding it really affects me when they can't deliver - I get not everything is available - but just having bags means I can carry them with my Walker through to kitchen but without bags I have to dump them in the floor in hallway and can't pick them up again.
I keep begging Asda to do better and I have to wait in phine to get bags 0.40 refunded but they don't say sorry not have any help. Tesco's at least offer to take them in or let me take baskets in. I had to order Tesco's luckily got a second a lot as Asda had missed out 2/3 my order last time, all available at Tesco's

Sorry, the substitutions made me

My Asda has been great tbf. I pay for bags, open the door as they get out of the van and ask if they wouldn't mind leaving in the porch. They're always obliging.

Their site however insisted that certain things were out of stock, yet my DM was driving past so went in and there they were on the shelf, but half the stuff I actually ordered wasn't

No Asda delivery men won't help me or let me take boxes through

Tesco's will

I don't get how Asda believe they are Equality Act compliant as they aren't

They are ridiculous subs, my worst way femfresh instead of deodorant 😩

My shopping hasn’t been bagged for weeks, despite paying the extra, the driver this week told me they’re stopping the bags but still charging customers for it! I raised it as an issue on their online system and received a 40p refund

This is why I don’t shop with Asda online 2 hour slots instead of 1 with Tesco’s, and when I did shop with them I had 9 subs which I’ve never had that many with Tesco’s and that wasn’t even during Covid, I ordered from the once then never again.

I know it's comedy gold really!! Toilet gel instead of crisps

I only showed you a few of the worst substitutions but it was bizarre this week. Ands the half driver refunded he electric that I'd "changes my mind" umm no... nowhere near what I ordered - unsuitable and I said whaaat totes unayuitabke. Then I had to wait for best part of a week to get through to get rest refunded in telephone... it is getting so boring to keep ringing them up to say huge miss again this week...I can't even plan our meals

Argh phone is auto incorrect

Do you not get an email and text in advance to tell you what the substitutions are? Then you can just had them back to the driver.

I get why your annoyed about the lack of bags

And you don’t need to phone for a refund with Asda you can request it online

@StarlitTrees

Do you have any shopping bags in your cupboard? If so, although I appreciate it's not the service you paid for, but get the driver to bag the items up into your bags. It's not acceptable for you to have things all over your floor, especially if items need to go in the fridge or freezer. I would suggest you yet the driver to bring the crates into your kitchen, but in covid times that's not a good idea

I've tries this. They don't offer this. Tesco's delivery driver will do this but Asda ones won't

Are you on Twitter OP? Those substitutions should be tweeted to head office...

@Sirzy

And you don’t need to phone for a refund with Asda you can request it online

You can't when they are jot in your list as weird substitutions aren't in your list

@PurpleWh1teGreen

Are you on Twitter OP? Those substitutions should be tweeted to head office...

So tempted

I work for Asda and I shop at Iceland
I'd rather lose the colleague discount and get a decent service.
It all depends on the store you get your shopping from.
If it's a smaller store like the one I work at then you will have crap product availability.
If the store delivering is a larger store then the service will be better all round. Bigger budget = more pickers/section leaders and less haste in preparing your order and better availability.
No bags is a common problem because it takes the pickers longer to put items in bags than to just throw into tote. The pickers have to meet pick targets or they get In to trouble so they just "chuck and go".