Asda Gravesend Superstore

Absolute shambles re delivery. Have a weekly order slot booked and pay for a delivery pass which is a total waste of money. Where do I start ? Constantly told our order has been cancelled literally 20 minutes before it's due so no time to visit store. This is a weekly shop of around £200. Guarantee every single week items missing or wrong. The order pickers obviously cannot read. When requesting refunds for missing items they now wont do it because they think we are lying it happens so often so we are losing money. Ok now order packing....who ever thinks it's a good idea to put bread and eggs in the bottom of the crate then bottled water on top of it seriously needs retraining. Constantly damaged items. They also put cleaning fluids and bleach in the same crates as fresh veg. We had our veg covered in leaked bathroom cleaner and bleach. This gets me neatly on to the drivers. I don't know if they are trained to be out and out liars but we have refused damaged items including the bleach soaked veg and split packaging and instead of the driver stating items damaged they put it down as customer changed mind and rejected it. REALLY ! Gravesend Asda you really are shockingly poor in every sense. And yes I've got to admit Morisson are the complete opposite so unless you sort out the appalling service you are losing us as customers. And of course you don't give a hoot because it doesn't affect you does it.

Shortage of staff all the time. So untidy. The customer service for return doesn't open until 08:00.

EDITED AGAIN!
Credit where it’s due. Still lots of substitutes offered, some wholly unsuitable but…service has improved. Drivers even better (was that possible?) so another star goes back on!

EDITED: Order did arrive 4-5 hours late. I was grateful it got here and felt sorry for the driver. All the drivers are very good but customer service really needs looking at.

Moved to New Ash Green almost a year ago so using a different Asda store for online shopping (Gravesend, Kent). A few times the driver has been early or a little late which I can handle but currently waiting for a delivery that so far is one hour and 45 minutes late. Spoke to a very heavily accented person on the 'helpline' who couldn't help me or track the delivery (after I'd asked her to repeat several times). She said I may be able to Google the store telephone number which I did and it kicks you out when it knows you're a customer? Online shopping is very handy for the elderly but today is a joke. Taking in to account the amount of stuff on the website that is then unavailable is annoying but this is just rude with no communication whatsoever and having to sit in still waiting? Perhaps they just don't want the business from smaller households not spending as much?

Was served by a lovely lady who helped me get set me up on my Asda app. Very friendly and helpful. I really can’t remember her name but CT was 40 her named began with P. She is a credit to your store.

Large store with wide range of clothing. Crisp aisle was pretty much empty at 6.30pm on Saturday 06.11.2021. All fireworks sold out - this is what I went in for. Ample parking, 2 storey car park near entrance to store.
McDonald's was not busy, lots of seating with partitions up. Some order screens not working but it wasn't busy.
Was pleasantly surprised to see a post office in Asda!

If I could give zero stars I would...

Three weeks in a row they have cancelled our delivery and this week they cancelled and then had the cheek to say they had delivered our shopping and took the money...

It was an average service beforehand but now is a complete shambles...

Been shopping today for just. Few sandwich fillers and picked up some smoked salmon trimmings marked up at £1.90 but when they went through the till they were £2.20 each. I queried it with one of the staff who just said the label on the shelf hadn't been changed. Absolutely disgusting Asda for stock that has been on the shelf to have a price increase whilst the shop is shut

Waiting for nearly half an hour in the queue (understandably, being a few days before Christmas) behind an elderly and frail couple when along comes a man in his 30s who approached an Asda assistant and the next thing she's calling forward his wife and teenager who'd just joined the back of the queue, whilst asking waiting customers "anyone else with children?"! So it seems that if you've got children you can jump the queue in front of elderly people patiently waiting. Nice one Asda! Remind me to borrow someone's children when I next go shopping, if I go back.