Asda customer horrified after trolley collapses and toddler sat inside ‘goes down with a bang’

A mother has criticised Asda after her 11-month-old daughter fell when a trolley seat collapsed at their Govan superstore in Glasgow.

Heather, 29, was shopping for pyjamas at the store on October 19 when the incident occurred, leaving her toddler distressed.

The incident happened as the pair reached the top of an automatic walkway, causing the trolley seat to give way and sending the young child “down with a bang”.

The mother has expressed anger over both the immediate response from store staff and Asda’s subsequent handling of her complaint.

According to Heather’s account, one side of the trolley had no plastic where it should have been, while the plastic on the other side came away during the incident.

“I picked her up and gave her a hug as she got a fright and was crying,” she told Glasgow Live.

When she reported the incident to customer service, staff offered her another trolley, but Heather was more concerned about her daughter’s wellbeing.

“They weren’t all that bothered and never asked if I wanted a first aider to look at her. I would have thought it might go in an incident book,” she said.

The mother completed her shopping while still “in shock” before leaving the store.

The following day, Heather took her complaint to Asda’s customer service team on social media platform X.

She questioned whether trolleys were routinely checked for defects and was told they should be.

“They said the store manager would get back to me but no one has yet,” she explained. “I thought it would have been something they would be better at, getting back to people is a basic thing for a big company like Asda.”

Heather warned other parents about potential dangers. “All it takes is for a baby to hit their head the wrong way and it could be really dangerous.

“I wouldn’t want other parents to go in and their child gets hurt.”

An Asda spokesperson responded to the incident, saying: “We’re sorry to hear about Heather’s experience and the service she has received, which falls short of our expectations.”

The supermarket confirmed that since the incident, all trolleys at the store have been checked and repaired where necessary.

They added that the trolleys are now “in full working order.”

The spokesperson also stated that they would welcome Heather back to the store to discuss the matter further.