Asda Over Charge - What's the latest policy?

pesky2 · 11 March 2008 at 9:13AM

I asked at 2 of my local asdas when overcharged and they said we dont do that anymore so whats fair here ?

taxiphil · 11 March 2008 at 11:34AM

Sugarhunny1 wrote: »

I work on the customer service desk at ASDA (no dont shout at me!) If a customer comes over to me with an overcharge then i automatically hand out a £2 giftcard. This money comes out of the staffs bonus at the end of the year and thats probably why not everyone hands it out, it also has a wee bit of paperwork that needs to be filled in.

That's very interesting. I never thought Asda bonuses were store specific for checkout workers etc. I think it more likely that it only affects the manager's pay grades and promotion opportunities, so he/she's said this to the staff as a scare tactic...

Either way, it's bonkers to have a policy which is designed to keep customers happy, but to actively encourage the staff not to invoke it!

Schamansky · 11 March 2008 at 12:39PM

@ Sugarhunny

When I was overcharged in Asda lately, I got my £2 gift card at the CS desk but had to ask for it. I did then ask the duty manager whether the gift card would affect bonuses, and he declined that this was the case. After what you wrote above, and I believe you, am I right to assume this manager just didn't want the public to know?

kassij102 · 11 March 2008 at 12:46PM

The bonus for those who work at Asda it worked out by the profit that specific store makes, and the loss they make. So unfortunatly if you have a lot of theft or damages then it will make your bonus lower. Funnily enough the stores that have home delivery get less bonus then the ones who don't. (alot of instore theft goes on with it!) tut :mad:

BUT- if you have !!!! managers who don't change your contract in time- you get leff than 10% of the bonus you were supposed to have! GRRRRRR

1jim · 12 March 2008 at 11:09PM

I asked about this when I was overcharged recently and they said no they dont do it anymore
In future all overcharges will result in me leaving my entire shopping at the till as i have also been told that the checkout people dont have the ability/authority to check the price and reduce it...you have to pay then go and queue at the customer service to get your money back..... wasnt so bad when they gave you £2 for having to queue but if this has stopped will start leaving shopping at the till!!

siren13577 · 13 March 2008 at 12:02AM

I found out about the overcharging policy, on five separate occasions I was overcharged and was p.o'd as you can imagine, I emailed Asda customer service and although it took about a month I got a £10 gift card in the post. I don't have the email address anymore but if you persist you should get somewhere, keep your receipts although I didn't need them to get the gift card. Good luck!

FiFi_Mad_Mum · 14 March 2008 at 2:50PM

Thanks to post No.24 here http://forums.moneysavingexpert.com/showthread.html?t=485786&page=2
for the phone number.
I have just spoken to a nice man who is going to send me a gift card and a little extra! I played up the 30 mile (according to google maps) round trip to just get a refund when I could have went to my local store, I went to the original store incase I had to show them the prices on the shelf and why have something on the website that they are going to ignore. I hope the little extra comes out of the shops budget and they will maybe stop ignoring their website policy.
FiFi

Received a £8 gift card in the post, thankyou, I love this site!

Star · 14 March 2008 at 7:13PM

I have always had to ask for the £2 gift card when I have been overcharged. Was recently overcharged on there own brand porriage oats. I bought 4 bags and asked if the £2 gift card was per item, but was told it was only per transaction. :mad:

lindyloulou · 14 March 2008 at 7:27PM

I also work on a customer service desk and always give the two pound gift card without being asked. The only time I don't is when a customer double scans something at the self service tills. This does not affect our bonus, for the last two years our store has had maximum bonus. The other thing I do when an error is pointed out to me is to ensure that the error is corrected straight away, ie out of date POS is removed and wrong shelf edge labels are corrected. This attention to detail keeps our errors to a minimum.
If you are ever refused the £2 gift card ask the assistant to get Asda House customer relations on the phone for you, speak to them and then pass the phone over to the assistant so they can have some guidance from the top.

Lynne

Girlzmum · 14 March 2008 at 7:42PM

I was overcharged by £10 tonight but completely forgot to ask about the card because the supervisor distracted me by giving me a full list of 'Reasons why Asda is crap' (his words not mine!) Not really confidence inspiring!

Asda Over Charge - What's the latest policy?

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