ASDA Online shopping - Complaint

FOXGLOVE_2 · 8 July 2009 at 9:33PM

Really not happy with ASDA at the moment!

Did an online shop, arranged delivery for Monday. Shopping came, everything fine, a few substitutions and one out-of-stock but that sometimes happens.

It was only later when I went to the bank and it said...

AVAILABLE FUNDS 0.00

...that I started to worry.

Went home, phoned the bank and they told me that 46.59 had debited to ASDA on Monday which was fine... but that there was an authorisation to ASDA for £50.46 still pending. This means that I cannot withdraw any cash.

Phoned asda (hopeless) and they said that they are not going to take this money (I should hope not!) and that when I place an order and enter my card details, this 'holding amount' is the total at time of checking out.

Following so far?

So because there was an out of stock item, the amount payable when they delivered was different. They took that from the bank but failed to cancel the original amount.

I don't know anyone at the moment who can afford to get by on nothing, I've had to borrow money just so I can get to work. 5 working days is a joke.

Their customer service was non existent. The girl on the phone told me to email. And the patronising email told me to phone the helpline. When I sent the email I realised i hadn't given them my customer ID but got a reply so they obviously didn't even try to resolve it.

I have always liked asda to shop instore and up til now have had no issues with their online service.

Anyone else had this happen? If I'd known that I had to pay a £50 deposit to get my shopping delivered, I would have just taken the money out in cash and went to the supermarket myself!

FOXGLOVE_2 · 9 July 2009 at 8:14AM

Money's still not available in my bank.

I'll wait and see if they email me back and they'll be getting both barrels!

lawley1010 · 9 July 2009 at 8:31AM

I have been having problems with Asda aswell, see thread.

http://forums.moneysavingexpert.com/showthread.html?t=1774233

FOXGLOVE_2 · 9 July 2009 at 9:46AM

lawley1010 wrote: »

I have been having problems with Asda aswell, see thread.

http://forums.moneysavingexpert.com/showthread.html?t=1774233

God, I'm glad you showed me that! I never usually amend my order thru fear of not checking out properly and getting no shopping.

It seems their payment processing is a law unto itself.

OK, so I guess my situation could be worse, I don't have kids or dependants but it's like they really don't care how this has messed up my week. Every pound needs to be accounted for nowadays, if they haven't given this £50 back to my bank balance tomorrow, I'll be tempted to go into their store and demand £50 from the till until I get it back.

I work for Sainsburys online so maybe I should get my shopping through them. Told one of the online managers about this and he said it was diabolical, theres no way a customer would be waiting 5 working days to be able to use their money again.

FOXGLOVE_2 · 10 July 2009 at 10:34AM

Still no reply from ASDA despite sending complaint to them again yesterday.

Sending a letter in the hope a real human opens it and reads it with their eyes.

Refusing to shop with them until I get a decent reply/apology lol

zenseeker · 10 July 2009 at 12:40PM

I've never had that problem, you must just have been unlucky enough to get caught by a glitch.

I don't know what you are hoping to achieve by going instore, you'll just waste your own time and get nowhere...the only people who can help you (and eventually will) are the customer service people on the end of the phone. Ask to speak to a supervisor if you haven't already.

blissfulbabe · 11 July 2009 at 10:22AM

This is a wll known problem with shopping on line with Asda. When you book your shop they 'reserve' the ammount due from your bank. When they deliver they then charge the proper cost of the shop to your account - but it takes up to a week for them to remove the 'reserve' they placed on your account, so as far as the bank is concerned you have paid for your shop AND you have another large ammount to come out as well.

I bank with the Co-operative and when this happens I just ring them up and ask them to remove the reserve from my account. They are quite happy to do this but always warn me that if Asda withdraw the reserved ammount I will be overdrawn - this has never happened in three years of shopping with them.

Saying that, why can't Asda get their act sorted out? They are the only on line supermarket who do this and this is why I never shop with them towards the end of the month as I have been stuck, unable to withdraw money and had to walk eight miles home, in the dark and the snow as I didn't have the cash in my pocket for the bus fare.

blissfulbabe · 11 July 2009 at 10:24AM

Oh, and don't expect much of a response from Asda - their normal reply
regarding this issue is to shrug their shoulders and do nothing.

shirleymarye · 12 July 2009 at 1:48PM

FOXGLOVE wrote: »

Really not happy with ASDA at the moment!

Did an online shop, arranged delivery for Monday. Shopping came, everything fine, a few substitutions and one out-of-stock but that sometimes happens.

It was only later when I went to the bank and it said...

AVAILABLE FUNDS 0.00

...that I started to worry.

Went home, phoned the bank and they told me that 46.59 had debited to ASDA on Monday which was fine... but that there was an authorisation to ASDA for £50.46 still pending. This means that I cannot withdraw any cash.

Phoned asda (hopeless) and they said that they are not going to take this money (I should hope not!) and that when I place an order and enter my card details, this 'holding amount' is the total at time of checking out.

Following so far?

So because there was an out of stock item, the amount payable when they delivered was different. They took that from the bank but failed to cancel the original amount.

I don't know anyone at the moment who can afford to get by on nothing, I've had to borrow money just so I can get to work. 5 working days is a joke.

Their customer service was non existent. The girl on the phone told me to email. And the patronising email told me to phone the helpline. When I sent the email I realised i hadn't given them my customer ID but got a reply so they obviously didn't even try to resolve it.

I have always liked asda to shop instore and up til now have had no issues with their online service.

Anyone else had this happen? If I'd known that I had to pay a £50 deposit to get my shopping delivered, I would have just taken the money out in cash and went to the supermarket myself!

This has happened to me a few times recently and again this week,I am a pensioner living on just my pension and I can't really afford to double up on my shopping just to get it delivered. I couldn't go out this weekend as I couldn't draw any money from my account,if you ring up the bank,in my case the Co-op they say I am in credit but I can't get the money out or use my card in the shops. I have been embarrassed more than 3 or 4 times by this practice and it should be stopped.

shirleymarye · 12 July 2009 at 6:18PM

Today I tried Tesco online shopping,it certainly looks cheaper than Asda but my initial problem was they don't take Electron so I used a pre-pay card instead and then it was OK. The stupid excuse they gave me on the phone was with the Electron you have to be over 18,well as I am 70 I think it's a poor excuse!

FOXGLOVE_2 · 12 July 2009 at 11:59PM

shirleymarye wrote: »

Today I tried Tesco online shopping,it certainly looks cheaper than Asda but my initial problem was they don't take Electron so I used a pre-pay card instead and then it was OK. The stupid excuse they gave me on the phone was with the Electron you have to be over 18,well as I am 70 I think it's a poor excuse!

I work for Sainsburys Online team so I keep getting hassled to use them lol

Tesco may be my first choice cos I have a voucher for £10 off furst order and free delivery.

ASDA Online shopping - Complaint

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