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Serving our customers
Our dedication to our customers doesn’t end with a commitment to low prices.
Our colleagues pride themselves on making shopping with ASDA an easy and enjoyable experience and every customer is catered for thanks to a wide range of disability and family-friendly services across our stores.
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question?
Take a look at our FAQ section to see if we have the answer.
A warm welcome
A warm welcome is guaranteed to every customer that visits our store, thanks to our enthusiastic colleagues. It’s no coincidence that our reputation for friendliness is as much a part of the ASDA brand as our famously low prices; as customer care specialists, our colleagues go out of their way to give shoppers a genuine welcome to our stores — and are always on hand to help with any customer requests. From selecting the right shopping trolley, helping with a wheelchair, to giving directions around the store, our colleagues are always happy to help.
ASDA’s reputation for friendliness is as much a part of the ASDA brand as our famously low prices.
Accessibility
At ASDA, each of our stores offers a wide range of disability and family–friendly services, and all of our colleagues are fully trained to help make the shopping experience as easy as possible. From the Braille guns we use on packaging, and our hearing loops and Minicom text service, to the baby changing facilities with free nappies and feeding rooms — we aim to make our stores accessible to all.
In fact, in 2008 we began fining drivers £60 for the misuse of disabled and parent and child parking bays in our car parks. All profits generated by this scheme are given to baby charity Tommy’s and Motability, the national disability charity which provides a car scheme for disabled people.
To further ensure everyone enjoys shopping with us, we have a selection of trolleys to suit the needs of every customer. These range from smaller 'smart shoppers' to our larger family–sized trolleys with child seats. We also have options for elderly shoppers and customers with disabilities — including Electronic Mart Karts. Customers who require a demonstration can simply ask one of our colleagues at the service desk for details.
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All ASDA colleagues are fully trained to help make the shopping experience as easy as possible.
Exchanges and refunds
If a customer is not happy with any purchase of ASDA branded items — grocery, fresh or frozen — they can return the product and we will offer a full refund or replacement product. A receipt is preferred but not essential.
Electrical products
When a customer purchases any electrical item, they can ask for the receipt to be placed into a free Guarantee Wallet. The purchase is then guaranteed for a full year from date of purchase, although the customer will need to keep the receipt to cover their warranty.
We also offer a 28 day no quibble exchange or refund on any electrical item which we call our ‘Changed Your Mind? No Problem!’ policy. Return it to the store in its original condition with proof of purchase, within 28 days of purchase and we'll give our customers a full refund or replacement (excluding entertainment items).
To qualify for an exchange or refund, products returned need to be complete with all components and original packaging.
George fashion range
The George range is covered by our ‘Changed Your Mind? No Problem!’ exchange and refund policy. If a customer is not satisfied with their purchase of a George clothing or footwear item, they can simply return it to the store in a re–saleable condition for an exchange or refund — a receipt is preferred but not essential.
Optical
All optical products, except prescription glasses, are covered by the 28 day no quibble ‘Changed Your Mind? No Problem’ returns policy.
Over the counter pharmacy
Products that are non-prescription but are sold in the presence of a pharmacist are covered by the 28 day no quibble 'Changed Your Mind? No Problem' returns policy, but can only be exchanged or refunded at the Pharmacy counter.
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Simply return the product and we will offer a full refund or replacement product.
Gift receipts
Customers shopping for presents can ask for a Gift Receipt, printed in addition to the usual receipt. It includes every detail of the gift purchase without revealing the price.
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