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“Asda Click and collect charade - avoid!”

written by britishconsumer on 26/02/2019

After bad experience in Asda store in the marina Brighton, we decided to use their online click and collect. First time, we collected without checking and realise an item missing and one egg broken.

The second shopping, their collection point was changed to several small lockers, managed by a screen in the middle of the collection drive in point, except the drive in point was blocked by a Asda van being charged! The screen navigation was also very tedious and not user friendly plus it asks for your date of birth in BIG characters right in full view of everyone else!

Today, I've just been to attempt to collect but had to come away empty handed because; again, the drive way was blocked by a Asda van being charged, so defeats the convenience of click and collect, the order number, after trying it several times, doesn't work, just refers me to customer service telephone number which stays on for a couple seconds then changes back to previous screen thus making it impossible to try and call! and when I asked a passing Asda staff, he brushed me off saying he only does trolleys! and on top of all that, the screen was blocked by hanging charging cables which comes out from above drops down right infront of the screen to the ground and trails to the van, talking about health and safety!

The entire experience was stressful and NOT convenient at all. Just called Asda customer service, requested for full refund several times, but each time, I was surpassed by various options; It's ready for you to collect now, No, I'm not going though the entire charade again (drive in blocked by Asda van, find a parking space, get a trolley etc), we can arrange for delivery tomorrow? No, not possible, as a few of us DO work, that's why I picked click and collect ...

Whats the point of advertising this "convenience" if the company doesn't really believe in providing the convenience to it's customers? We will definately now shun from even using this service or should we say, non service.