On the 15th of February I made an order online and used the Express checkout for a 12-1pm slot. I was working so my daughter received the shopping I had ordered earlier that day.
The total was £133.17 and what was received was only a small portion of what I'd ordered.
I came home and was shocked to see we had only received cupboard food items.
I rang asda and was assured that this would be solved within 24-48 hours. I rang for the 3rd time after the 48 hour window passes as I hadn't heard anything regarding my missing items and I got told I wasn't being patient enough.
After explaining my children have dietary needs and additional needs too which means my children can only eat a limited range of food, I was disregarded and told and assured all the right protocols were being made.
My local authority issued me a food voucher thankfully as I am disabled and only get a small income due to this so I thank the lovely lady at the discretionary payment department for her help, without it I would be in hardship.
Then I received an email saying i won't being issued a refund as i had used a 3rd party to deliver my shopping which is false, I payed asda directly to deliver my shopping and asda have used a 3rd party to deliver my shopping, with that email I rang the customer service again to be told I should contact uber myself.
I shouldn't have to publicly share my experience to be treated in the right manner.
But after sharing my experience on my social media platform, it seems theres a large amount of people around the UK have also experienced the same poor quality customer service regarding missing items and whole orders too and many haven't even had a refund or been acknowledged by Asda. Including these following stories:

>Asda let me down with my Christmas food shop ….less than half delivered and was charged for the full shop, after several calls and emails I was always met with ‘my refund had been rejected' with perseverance and a 40 minute telephone call I eventually got it after 10days! Customer Service was disgusting!! Needless to say don’t use Asda anymore for home delivery!!!

>Happened to me last week Uber driver robbed my shopping 100 quids worth I went to the Asda to ask where my order was n the confirmed Uber had took it n clearly didn’t deliver n said it happens all the time the drivers just rob the shopping.

>I won’t order online from asda… placed a £80 order due to arrive 7.30. It never showed up. At 10.30 I rang them. They said it may still be delivered but can’t locate driver. I waited until midnight, no delivery. Rang again next day they told me it showed as delivered. She said maybe he’d been and I didn’t realise. I have a doorbell camera to prove no one came.

>Same happened to me,as far as I was aware it was payed to asda for asda to deliver,turned out it was all uber,went into asda said all my fridge stuff was missing, othing do with us ring uber,it was only 12 pounds worth that was missing so no where near yours took a lot of phone calls and months to get a refund.

>I placed an order which got cancelled 10 mins before it was due, I received no email, I rang customer service to ask as they had taken the money to be told it would take a number of days, I asked that lady what if that was the only money I had to feed my children, nothing.. Anyway I never received my refund and had to open it with my bank after 28 days to get this money back, never again will I do online with asda.

>We tried Asda delivery amd my partner was home while I was working when I arrived home only a third of the shopping was there, I rang and requested refund, went through list thoroughly with them. I got refund after 3 more calls over a week to remind them, and never use them again, appalling customer
Service and I used to work for them years ago.

> I have not long been out of hospital having had my daughter who needed open heart surgery, I ordered online and Uber were employed by Asda to deliver! They didn’t and Asda refused to refund me for nearly 10 days! Customer services were rubbish and couldn’t help rush it through! I too had 2 boys at home with dietary issues!
I will never do a delivery from Asda again it is completely unreasonable to not refund and then put the onus on the customer to find out about the Uber driver!

Please click this link to see everyone who has shared their story so far: https://m.facebook.com/story.php?story_fbid=499844801513113&id=100044627918721&sfnsn=scwspmo

After sharing my plea, many people advised I try twitter as a way to contact them. So I signed up to twitter and within 2 hours Asda replied to my tweet and I was partially refunded and offered a £20 e-voucher for the bad shopping experience but by the time Asda had finally tried to help, so many people had shared their experiences on unsuccessfully trying to obtain a refund for missing items and complete orders in some cases. So I have decided to start this petition in the hope that Asda can see how flawed their customer service team, procedures and training are and rectify it to an acceptable standard and have protocols for these situations that benefit the consumer and in exceptional circumstances be able to rectify their mistakes in a realistic timeframe based on each individual case. No person should be without food or resources due to negligence.s

Please sign this petition and share it too if you can, I would very much appreciate it and if you have been affected by asda customer service negligence and/-or ignorance please share your story too. 

Thank you for reading this and/or taking the time to sign this petition.

Many tha is and kind regards

Kay.