Groceries Asda Avis 

We're housebound so we rely on delivery. Asda delivers on time, the delivery guys are very sweet, and we get most of what we order. Everything has a good sell-by/use-by date on it. We don't use substitutions anymore because those were a bit odd. Instead, we mostly have two small orders a week. This means it's easy to move inside and we always have fresh veg.

Burton-on-Trent store. 13th July 2026 11:23am.
Happy with what I'd bought.

Literally chased down 2 streets away from the shop by their thug of a security guard on duty.

Grabbed me from behind & my bag of shopping out of my hand. Actually thought I was being robbed initially.

Said "I don't think so. You've just stolen that"
Literally started emptying the bag on to the pavement.
Told him it was all paid for. Luckily I'd printed the receipts.
(I prefer going through the tills with staff on, but there was only one open so had to use the self service)
He said "Show me!" I said here, there's 3 bits on card for myself & 5 other bits (ice lollies, sandwich paste and grapes are for someone else. They were cash.
His response to that was
"You haven't paid for one of them, look!"
I said I have, "there's 5 things, 2 ice lollies, 2 pastes & 1 grapes. 5 things!"
Literally counting things out on the receipt trying to prove my innocence. Once he'd established it was right, he said the "description's weird on that". (One of the ice lollies). I said "that's not my fault is it!"

Said "if I'd stolen anything I would've ran wouldn't I?! Not packed my things in a shopping bag and walked out!"

The girl that accused me of stealing also appeared, so chased down by two members of staff for £8.70 worth of paid for goods.

The thing that really p****d me off though was... No apology from either of them. Left what I'd brought on the pavement. Turned there backs and walked off.

Technically yes, he is doing his job, but it should have been dealt with so much better!
He could have just said "sorry to stop you, can I just check your receipt? There might have been a mistake at the checkout" I knew there wasn't because I don't take things without paying. Totally unnecessary.

No... Guns blazing. Said I was a thief before even checking the receipts properly.

Maybe they both need some more training on how to deal with situations like this better.

Plus if the person hovering around the self service section had actually been paying proper attention, she would have seen me scan everything and pay, instead of sending a security guard to chase me down.

Fair enough, if I'd had a trolley load of chocolate or meat & ignored the tills then yeah, suspicious, come on 49p sandwich paste and a tub of grapes.

Disgusting treatment if I'm honest!!!

I hope they both get a bit more than spoken to by their manager. It's really put me off going into Burton Asda again. Think I'll be taking my business elsewhere in future.

Awful to be made to feel like that!

I can only get donuts from the bakery via delivery and every time I try to treat myself the same crap keeps happening.

Instead I get pathetic substitutes, not even close to what I want EVERY SINGLE TIME.

Is it too hard for you to deliver what people order? And it’s not even just about the donuts at this point.

A bakery that apparently doesn’t have any bakery goods. But you can order them and waste your time, What a complete joke.

Refuse to refund for items they don’t deliver, something very very wrong here

The delivery driver was early, so I was not ready to receive the delivery. He buzzed on the external door, before returning to his van, and refused to deliver the items to my front door. I had set up my shopping bags at my front door ready to meet him, in a rush as he was early. When I asked him to come up to the door, he told me it wasn't his job to deliver to my front door, and he held the rest of my groceries hostage until came down to his van to meet him. As I didn't have my bags with me, I took the pallets up to my flat, and unloaded there. He went to drive off without recieving the pallets back, which I saw from my window. I spoke to him through the window, asking if he wanted his pallets back, to which he said it wasn't his job. I filmed this interaction as proof that I did not take the pallets. He then attempted to film me through my window before driving off.
I have phoned customer service to put in a request for the pallets to be picked up, and to make a complaint. The woman on the customer services was very lovely and apologised on his behalf.
Does anyone else have problems getting groceries delivered to their front door? Should I have been physically incapable, disabled, unwell or had dependents in the house to prevent me coming to the van itself, what would I have done?

I am fed up spending £200 per week at Asda Darlington and getting nothing back
I’m now going to to shop at Morrisons were you get points which turn into £5 vouchers
At least it’s something
Won’t go back to Asda

Don't bother using pick up point for Amazon. Today my parcel appeared as delivered but when I went to pick it up, they told me they refused the parcel due to size. No parcel and my money gone. Then they tell me to sort it out with Amazon. Not their problem. Absolute joke!

AVOID AVOID AVOID
Avoid Hemel Hempstead online (click and collect) orders.
It really isn’t worth the the hassle and stress taking up your time and energy.

It was supposed to be a click and collect order. No one around to help, followed instructions for QR code and already faced with issues. Had two young children in the car which I then had to take upstairs to find someone…
My order wasn’t ready, told to come back an hour later. Did so, still wasn’t ready. They ended up cancelling my order at 9:15pm at night, it had essential shopping that I needed the next day for my children.
I ended up putting a complaint in (2 weeks ago roughly) and NO response.

They barely answer the phone and if you’re lucky they fill you with false promises.

SHAME ON YOU

Recieved an order with 13 items missing! I spoke to customer service who apologised and promised yo refund me so I wasn't charged for them. I recieved an email a few hours later to say my refund request was refused. They came to this descission from looking at my account and previous orders.. I have never complained or requested a refund before. I am out of pocket by about £40! I rang them today to complain and the rude person put the phone down on me! Im NEVER shopping with these Thieves again im going to dispute this payment with my bank and see if they can help me

As someone who relies on your supermarket daily, I expected at least a basic level of respect when contacting your call centre. Instead, I was met with extreme rudeness and a complete lack of empathy. The agent made it clear that my ongoing business means nothing to your brand. I refuse to fund a company that treats its most frequent shoppers with such blatant contempt."
I spent over £100 a week and been a loyal customer for 10 years and the agent said " If you want to close your account thats fine its your decision !!!!!" What an attitude I have now cancelled everything and placed my order and delivery pass to Morrisons Im not going to give another penny to a company that have a take it or leave attitude.

I have been using Asda delivery for 6 years now. As most people I have had issues with incorrect shopping list, but I do not accept substitutions because my daughter is lactose intolerant. On a few occasions, I had drivers arriving late without an apology. The worst part for me is Asda's cancellations. Cancellations were rare until last February. They are becoming a lot more frequent now. I think I had three or four cancellations between 2020 and 2025. But since last February I have had four cancellations. That is about one cancellation every month which is frustrating. The last one was last night, and I did not even get a call from the driver. So I ended up calling customer service who forwarded my call to the shop. Clearly Asda delivery is becoming unreliable and I am seriously considering using another supplier. I cannot have cancellations 25% of the time.

I've been buying from Asda online grocery delivery for about five years and I've probably placed at least one hundred orders. And of the orders I've made I've received everything I ordered three times. Out of 100.
In the same time scale I've also used Ocado probably the same amount of times. And the number of times Ocado have substituted an item of my older? Once. One single item was missing & substituted. If Ocado can get customer orders delivered intact with no substitutions, why the hell can't Asda? The only reason I keep ordering from Asda is that I like several of their own brand products. But the lack of care and consistency is wearing me down. I have no complaints about any of the people bringing my order to me. But when my order is at least a week old before delivery why can't the stock for delivery be stored?

Absolutely ridiculous substitutions, over 1/2 my order. Still haven’t been refunded the difference. Looks like TESCO for me from now on. Terrible service from ASDA.

Fed up of subs nothing like order yes I know can hand back but so many lately I end up no food etc also sneak in cheaper items but charge higher price realy think it is time to swap stores unless they sort packing out also put fresh cream cakes at bottom heavy items on top 🫣🫣🫣

Delivery never arrived slot time was between 7.30.-8.30 tracking wasn't working no customer service to speak to rang customer service next day informed van broke down told to reorder and would receive refund within 3 to 5 days ...avoid using Asda home delivery

Dreadful website. Dreadful customer service. Avoid.

did not deliver item of tobacco priced at 19.50 and said was not in stock then i go to same place on uber eats and its for sale £24 plus £7 fees and delivery at the same time they claiming my delivery has no stock after a 3 day wait then deny all knowledge and also substitute for low quality products less than value you are paying which i refused

missed lots of the order after 3 days waiting for a delivery and tried replacing my good stuff with asda low quality food. Avoid it’s a problem

Asda click and collect in Aintree Liverpool on a Saturday 20th June. A young Irish man was so professional and his customer service was outstanding. We had 2 frozen items that were slightly defrosted and he couldn't be any more apologetic and offered to get them replaced straight away he also informed us why the ibuprofen product that was out of stock had not been replaced by a substitute. He was super nice and helpful.

Up there with the worst. Useless customer service and items always out of stock. Won't ever use their online groceries again! In fact I'm that annoyed me and the family will continue to do all my shopping at Tescos from now on. No wonder Tescos are the UKs no.1 supermarket!