They do not understand how to set up OTP security and blame user error and device cache which is it definitely isnt! I copy my long-winded last email reply to their fending off communication. It highlights the incompetence you might encounter, so worth reading if you have this issue to check or counter their nonsense.

I am extremely used to using an OTP for retail purchases, and use it on an irregular basis without any issue for bank and credit card authorisation, even for online banking, so its unlikely to be operater error. I am very familiar with using OTP. It is ONLY ASDA it fails me with.

I have tried from Safari, Chrome, Explorer, and even your own App on a new, fresh to any shopping or historic cache at all, Ipad Air2.

I have tried from two different PC's with cache cleared, (which is never needed for any other online retailer ever), and also on an Ipad Air2 which has never, ever, been used for shopping with you, or any other shop before ever! So no historic cache issue can be blamed for the failure. My android phone also fails! So 4 devices, same failures with no cache causing the issue.

I have comfirmed yet again with my bank that my OTP should end 4xxx. I also confirmed similar for my two credit cards, even though I never got to a point where OTP was even required for those. Those perfectly good credit cards that I have used in your store in person a lot and recently were declined online.

I tried both my registered credit cards from ALL 4 above mentioned devices after ALL cach was cleared, also including the Ipad that had never even had the ASDA app on it untill this test, let alone historic ASDA cache, which failed - error messages attached

I tried my debit card on
ALL 4 above mentioned devices, after ALL cach was cleared, also including the Ipad that had never even had the ASDA app on it until this test, which failed - error message attached.

Your system, since all cache was cleared including using a completely fresh and guaranteed uncontaminated by any historic cache device was used, (the Ipad2). But still the OTP number on the form your store presents to me for authorisation on checkout, and your store partially completes including the OTP, has the old OTP number 6yyy on it! Unsurprisingly it didn't get through my bank back to me as the bank are expecting OTP 4xxx, so neither phone, 6yyy or 4xxx) received a text to complete payment.

I will state again. I can use both credit cards and the debit card in any store in person, including ASDA, and I can buy from any online store worldwide EXCEPT ASDA. That does seem to suggest something is up at ASDA. This is especially so when cache is cleared and even a Virgin machine to any shopping, the Ipad Air2 was used and failed in the same way?

I know this is as frustrating for you as much as it is for me. But all the evidence points to ASDA having the issue, not my machines or my banks.

Regards

On Saturday 21st January 2023 I visited the Falkirk Asda store at 3 Newmarket Street with my husband and 13-year-old son initially as he was looking to buy the "Prime" drink, it was out of stock but I decided to take the opportunity to do some shopping as I was there.
As always I used Scan & Go, I had picked up drinks for my house when my son decided to swap one out for a different flavour, there was a young female staff member stocking shelves so I asked if that meant I had to remove one and scan the new one, she said I didn't because it was on a mix & match offer so the price would be the same.
When I got to the Scan & Go payment section, customers of all four points including myself were selected for quality checks there was one young female in this section who was clearly overwhelmed and inexperienced to the point that she took one customer's phone and then tried to take mine, I refused to let her take my phone to scan the barcode as I knew that the machine for this is portable.
When she started my check I told her about the drink just in case it made a difference to the checks, she said nothing just nodded, and continued scanning, it seemed like she was doing a lot of items so I asked how much she had to do as I know from previous times that there is either an amount of money or items that have to be scanned.
It was only then that she told me she had scanned the drink I told her about, (after I told her about it and she had acknowledged what I had said) and was now carrying out a full rescan! Surely, I should have been told this when she realised it would need to be done.
I asked to speak with a supervisor at this time as a full rescan of nearly £100 worth of shopping for a £1 item that I had already brought to the staff member's attention. It was at this point the male in my tweet arrived in an already indignant mood/manner. I asked my husband at this point to step in and speak as the man would not allow me to talk, he talked over me in an aggressive way any time I tried.
At this point a woman came over, her name I believe was Chrissy. Her badge was obscured so I can't be certain, what her role is I do not know. She too came into the fray in an irate manner and told me that I was the one in the wrong and I was wrong to listen to her fellow staff member from the floor and instead I should have remembered the terms & conditions. Sorry, but I read them when Scan n Go was introduced over 2 years ago! Could you tell me the T&C of something from that long ago?
Given the hostile reactions I opted to empty my bags of shopping back into the trolley and leave, this caused more severe anger and aggression from those two staff members So I asked to speak to the store manager, and at this point, I was yelled at by both staff members and told I was barred.
I left the Scan n Go area and walked to customer services, whilst I was doing this the male used his headset to contact other staff telling them to refuse my request should I ask them. He marched to the customer service desk while I queued to get there and said the same to the male staff member, I know this because when I asked him for the manager I was told "I have been told to refuse your request, sorry"
By this time both the male and female staff members were standing talking to the security detail and my husband had caught up to me, he spoke to the male and said "She may be barred but I'm not and I want to speak to your manager" his request was also refused. At this point my husband tried to take his picture as still we were refused his name and he charged at my husband telling him he "would smash his $#*!ing phone" This happened close to the security station and I was still at customer services.
When I walked over, about 15 feet, I passed the male and spoke and when he turned I took the picture. He then charged at me, threatened to snap my phone, and hit me. He was at this point restrained by the female colleague and while she was physically holding him back she called him Gary and that was the one and only time I heard his name said.
I feel it is worth noting that at no time did the security man move from his station, not to ask me to leave or to prevent your staff member from inflicting injury on a customer.
The man we believe to be called Gary had "Section Leader" on his uniform, I find it incredulous that a person with clear anger control issues is not only employed by you but put in a position where he is a main point of contact for customers who have complaints. It is only a matter of time before his unstable nature causes him to seriously harm a customer.
As not only someone who is registered disabled but also a mum, the thought of being an Asda customer causes a level of fear and uncertainty that no one should ever feel when they are doing their shopping.
As someone who is physically & mentally disabled, I choose Asda over other stores as their layout, clear signage and usually helpful staff make shopping a stress-free experience. At the time of writing this it's worth noting that ASDA have given this thug their full backing and he is still there endangering the lives of their patrons

Whilst I appreciate due to Corona virus that businesses are having difficulties not previously encountered. However we are now in August and whilst other supermarket chains seem to have overcome stock shortages a several months ago, ASDA (Lancing store) still seems to struggle with stock issues for online deliveries.

We have been in strict self isolation since the beginning of March 2020. Taking all measures to try and avoid Convid19, we started using supermarket online grocery delivery services. Initially we were only able to obtain slots from Tesco and ASDA. At first both chains suffered stock issues with bread, rice, pasta ect, due to some people bulk buying. We opted for ASDA deliveries when possible, as initially we preferred the service and the extra care (safety wise) taken by the ASDA drivers when delivering.

As time went on, we became more and more frustrated, as to obtain a slot with ASDA you have to book two weeks in advance and then not having the items we wanted on the delivery date. Our second and third shop with ASDA, having secured a slot and placing your grocery order two weeks prior to delivery. Initially we did not log back in to check the order and only received a fraction of the items we wanted, this included eggs, bread, meat and other basic essentials. There were several substitutions, for example frozen butternut squash instead of fresh carrots and peas instead of broccoli and they did refund the butternut squash, when emailed that these were no acceptable substitutions.

From that point onward, we logged in one or two days before the delivery date and each time we would receive a message saying these items are not available. In some instances 50% of our shop. Many of the items we wanted are still not available, such as; Pitta bread (white or wholemeal) bake at home baguettes, some rice and pasta.

Other items you would expect a super market not to run short of ASDA (Lancing store) frequently come up as not available when trying to order. For example steak and mince, pork, lamb, broccoli, carrots, a range of pies, burgers, soya milk, pasta, own brand curry sauce, strawberries, Ribenea, lemon squash, orange squash, freshly squeezed orange, Walkers chicken-salt and vinegar and cheese and onion crisps, Smith; s salt and shake crisps, Frozen peas (except then as a substitute for broccoli), lemons, cabbage, kale, rice, many types of cereal, fresh burgers and frozen burgers, various breads, The list goes on. Although we have always been able to get plenty of bananas and avocados, one can only surmise that the stock controller for ASDA Lancing like bananas and avocados, not presumably together.

Mid July we moved house (tricky whilst still self isolating) I placed an order to have groceries delivered in a few days after the move. Being concerned that I could not add to delivery addressed in my ASDA account I called ASDA customer services and was told that because my debit card was still registered at the then current address, I could not have the groceries delivered to another address. Explaining that having to order the shop two weeks in advance and still having to purchase things for the move, I was not changing my details with the bank until the last minute. I was told that if I secured a slot and placed an order I would be able to switch the address once the billing address for my debit card was updated.

I actually did this four days after the conversation with customer services, after the payment to the moving company had been processed. Once conformation the address had been changed arrived from my bank, I logged on to ASDA and tried to change the delivery address, I tired everything I could think of. I called customer services and was told as after 7:00pm on a Friday, I would need to call back Monday when the relevant team would be there. I called and was told it was not possible to change the address, that I would have to book another slot. Which would mean having a week without groceries and we had run most things down not to have to move loads of food. I explained this and received apathy and total nonchalance, I was told that is no other option, even though the advise I receive from ASDA had led to the issue.

Now facing a week without groceries, I tried Sainsburys. We do miss some of the ASDA own brand products (when they are actually available that is). With Tesco slots also now more readily available we have alternated our grocery shops between the two and thus far have had no instances of items not being available at time of order and only three items being substituted, all with an alternative band but the same article example a pack of two broccoli heads for two individually lose broccoli heads.

Some good products / Some not worth buying

Not a bad choice. 5 just for the price.