Asda Home Delivery complaint
UKTigerlily
Posts: 4,702 Forumite
So, I placed an online order for £42.16 for my shopping to be delivered on Saturday, 23rd May. When Saturday came around I realised I needed to amend the delivery day, as it was before 5:00pm I was able to amend it online to be delivered on Sunday, 24th May instead of on Saturday. On Sunday I was called away from home, which hadn't been planned as it was an emergency, I live alone so nobody would've been in to take the delivery. It was too late to amend the order again online & so I had to call to change the delivery date to Monday, 25th May. So far so good, the order I was assured had been rescheduled to arrive between 3:00pm & 5:00pm yesterday.
At about 11:00am yesterday I recieved a voice text on my phone to say there'd been a problem with the order & to please call them before 1:00pm to resolve it. When I called I was informed that the Driver had tried to carry out the Pre-Authorisation that they do on my card & it had declined & so the order had been cancelled. Now, my problem is that the Pre-Authorisation had been carried out & had gone through already in time for the original delivery on Saturday & £42.16 had been put on hold by my bank & Asda had been told the money was there & the Authorisation went though. For some reason someone at Asda made a mistake & tried to Pre-Authorise the transaction again, not realising it had already been done.
Once the second Pre-Authorisation declined, the order was cancelled by Asda. The funds that the bank are holding will now be released back to me, but this could take 7-10 days. In the meantime i'm left with 67p in the bank & no food in the home. So far it's caused the following problems for me:
1) I've spent from 11:00am yesterday until 7:00pm yesterday & from 9:00am to about 3:00pm today calling the bank, Asda Home Shopping, Asda House (Head Office) & the store that were going to be doing the delivery to try to sort this out. It was only this morning that they worked out what had actually happened, but it still isn't resolved & some calls I was on the phone for over 30 minutes. My phone bill is going to be interesting that's for sure. I'm also stuck by the phone waiting for the world & his Cat to get back to me but most of the time they aren't returning calls.
2) I've got 67p to my name & it may take the bank 7-10 days to release the funds back to me, in the meantime I have no money to buy food with & no delivery.
3) I was told by the store that the delivery would be taking place today, also that the Home Delivery Manager would call me today, neither happened. I informed the Store yesterday that I had an important hospital appointment today that i'd need to postpone to be at home for the delivery as I live alone & was assured it'd come, of course it hasn't so now i've missed an appointment & still have no shopping.
4) I have no food in the home, it was low on Sunday but I knew i'd manage until Monday, now i'm pretty much out.
The Home Shopping helpline have admitted it was their error & said that really the store should go ahead with the delivery & when the bank credit me back then i'd pay the store. I worked at the store in question for 4.5yrs & several of the Managers there know me & i've said I can show the Driver my passport to prove I live here & am happy to show him my online bank statement to prove that the bank haven't released the funds back to me, or that i'd authorise the bank to speak to him on the phone to confirm that.
Yesterday a Manager at the Store said he couldn't spare anyone to deliver it that day as he had skeleton staff but it'd come today. I'm annoyed but mostly because if a customer is overcharged by 2p they'd get a £2.00 gift card, yet they won't even say here's a £5.00 gift card so I can get some food in due to their mistake.
I'm sorry this is so long but i'm just so mad/tired & upset, not to mention hungry due to not eating since yesterday. That £42.16 was the last of my money until i'm paid & so I don't know what i'm going to do, the bank could take 7-10 days to release it back to me.
At about 11:00am yesterday I recieved a voice text on my phone to say there'd been a problem with the order & to please call them before 1:00pm to resolve it. When I called I was informed that the Driver had tried to carry out the Pre-Authorisation that they do on my card & it had declined & so the order had been cancelled. Now, my problem is that the Pre-Authorisation had been carried out & had gone through already in time for the original delivery on Saturday & £42.16 had been put on hold by my bank & Asda had been told the money was there & the Authorisation went though. For some reason someone at Asda made a mistake & tried to Pre-Authorise the transaction again, not realising it had already been done.
Once the second Pre-Authorisation declined, the order was cancelled by Asda. The funds that the bank are holding will now be released back to me, but this could take 7-10 days. In the meantime i'm left with 67p in the bank & no food in the home. So far it's caused the following problems for me:
1) I've spent from 11:00am yesterday until 7:00pm yesterday & from 9:00am to about 3:00pm today calling the bank, Asda Home Shopping, Asda House (Head Office) & the store that were going to be doing the delivery to try to sort this out. It was only this morning that they worked out what had actually happened, but it still isn't resolved & some calls I was on the phone for over 30 minutes. My phone bill is going to be interesting that's for sure. I'm also stuck by the phone waiting for the world & his Cat to get back to me but most of the time they aren't returning calls.
2) I've got 67p to my name & it may take the bank 7-10 days to release the funds back to me, in the meantime I have no money to buy food with & no delivery.
3) I was told by the store that the delivery would be taking place today, also that the Home Delivery Manager would call me today, neither happened. I informed the Store yesterday that I had an important hospital appointment today that i'd need to postpone to be at home for the delivery as I live alone & was assured it'd come, of course it hasn't so now i've missed an appointment & still have no shopping.
4) I have no food in the home, it was low on Sunday but I knew i'd manage until Monday, now i'm pretty much out.
The Home Shopping helpline have admitted it was their error & said that really the store should go ahead with the delivery & when the bank credit me back then i'd pay the store. I worked at the store in question for 4.5yrs & several of the Managers there know me & i've said I can show the Driver my passport to prove I live here & am happy to show him my online bank statement to prove that the bank haven't released the funds back to me, or that i'd authorise the bank to speak to him on the phone to confirm that.
Yesterday a Manager at the Store said he couldn't spare anyone to deliver it that day as he had skeleton staff but it'd come today. I'm annoyed but mostly because if a customer is overcharged by 2p they'd get a £2.00 gift card, yet they won't even say here's a £5.00 gift card so I can get some food in due to their mistake.
I'm sorry this is so long but i'm just so mad/tired & upset, not to mention hungry due to not eating since yesterday. That £42.16 was the last of my money until i'm paid & so I don't know what i'm going to do, the bank could take 7-10 days to release it back to me.
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Comments
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Are Asda still intending (as far as you know) to make the delivery? If so, then that should resolve your short terms problems as you will at least have the food you expected, even if it means going down there and picking it up yourself?
I am a little confused - were you expecting to only have 67p in your account once the shopping was debited, or have they taken the amount twice?
In fairness, although the current problem has been caused by their system, it was due to your repeated changing of the delivery date that this seems to have happened, so I'm not sure if Asda are entirely liable for the problems which have occurred with the bank. I imagine that 99.9% of orders need to go through the authorisation process, so for it to be conducted by accident on an order which you had amended isn't that surprising. However, it's a frustrating situation and I would have thought it wouldn't be beyond someone in the store to give you a voucher to spend until it's resolved. Have you asked anyone for this?0 -
Yeah, all orders go through authorisation on the day of delivery so I do understand & accept a mistake was made & that they didn't check if it'd been done already, we all make mistakes & it's fine in that respect. I'm just so mad because I worked for the store & know they could resolve this but aren't. They have admitted it was their mistake & apologised but i've already gone over 24hrs without eating & am not sure I can go another 24hrs or more, there's still no guarantee they'll deliver it, i'm hoping it appears back in the bank when the bank update tonight! I'm sure a £1 gift card for a loaf of bread wouldn't kill them especially when they know me personally & know due to my health I can't have money put by as in savings or get an overdraft etc to cover the few days. It's frustrating when they give out £20 cards to people for minor things & then leave me to struggle when they can sort it & I know they can!Are Asda still intending (as far as you know) to make the delivery? If so, then that should resolve your short terms problems as you will at least have the food you expected, even if it means going down there and picking it up yourself? Not at this moment no, they have no plans to deliver the order & I couldn't carry it home on the bus, there's at least 16 litres of water!
I am a little confused - were you expecting to only have 67p in your account once the shopping was debited, or have they taken the amount twice? They haven't taken it twice, so 67p is what i'd have expected to have left, but they have cancelled the order & so the £42.16 is still on hold with the bank
In fairness, although the current problem has been caused by their system, it was due to your repeated changing of the delivery date that this seems to have happened, so I'm not sure if Asda are entirely liable for the problems which have occurred with the bank. I imagine that 99.9% of orders need to go through the authorisation process, so for it to be conducted by accident on an order which you had amended isn't that surprising. However, it's a frustrating situation and I would have thought it wouldn't be beyond someone in the store to give you a voucher to spend until it's resolved. Have you asked anyone for this?
Thanks for reading, i'm abit calmer now & have decided to not call them again, i'm waiting on two people to call me back & know neither will, but i've made over 24 calls to them & am sick of it all!0 -
I'm sorry you're so short of money, many of us have been there. However, if I'm that short I make certain sacrifices. 16 litres of water !!!!!!!!! Try turning your cold water tap on. You'll find it in the kitchen near the sink.It's someone else's fault.0
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Sorry to hear that you have had problems with Asda!! and that you've no food! I hope it gets sorted soon!
oh and please ignore daft posts - you want water, you buy water!! :beer:0 -
Not when you clearly can't afford to. Try and remember the name of this site. I have no problem with people spending money on absolutely anything as long as they can afford it. At this moment in time Tigerlily clearly can't and should heed all the good advice on this site pertaining to saving money.bellrooster wrote: »Sorry to hear that you have had problems with Asda!! and that you've no food! I hope it gets sorted soon!
oh and please ignore daft posts - you want water, you buy water!! :beer:It's someone else's fault.0 -
Not when you clearly can't afford to. Try and remember the name of this site. I have no problem with people spending money on absolutely anything as long as they can afford it. At this moment in time Tigerlily clearly can't and should heed all the good advice on this site pertaining to saving money.
What a strange thing to say, if I couldn't afford it I wouldn't get it would I? I PAID for the shopping & didn't think there'd be a reason to need to worry about it not arriving, why wouldn't I be able to afford it? I can't save money due to medical reasons as i've stated, I order what I want, I don't smoke/drink/go out socialising/have holidays etc if I want water i'll buy it ty, plus is cost about £4, big deal! The point of the post is I shouldn't have needed to worry about it all not turning up!
I'm glad you'd be perfectly happy if you had no food or money good for you! Even if I didn't order some water (NO other drinks like coffee etc!) so what? What does the items I buy have to do with anything here? If it didn't include water would that be ok? :rolleyes:0 -
Not when you clearly can't afford to. Try and remember the name of this site. I have no problem with people spending money on absolutely anything as long as they can afford it. At this moment in time Tigerlily clearly can't and should heed all the good advice on this site pertaining to saving money.
Taking into account the name of this site, and being partial to a bit of bottled water myself - I could quite happily purchase 16 litres of water from Asda for about a quid seen as the smart price is 13p for 2 litres. Thats well within my limited budget.
But thats besides the point, most people have a food budget for their weekly 'shop' and regardless of how much that is - who is anyone to say what they should by with it?
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You've got 67p to your name. That says you can't afford it.It's someone else's fault.0
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I'm sorry you're so short of money, many of us have been there. However, if I'm that short I make certain sacrifices. 16 litres of water !!!!!!!!! Try turning your cold water tap on. You'll find it in the kitchen near the sink.
I'm not short on money as such, I have 67p yes, but there's nothing I need at all, I don't think 'Ohh I need shopping but i'll only buy 1/2 months worth in case they don't deliver it' I buy what I need & not on credit! If you have £10 to your name & need something costing £9, do you think you'd better only spend £5 just in case when there's nothing else you need & no reason to not get the item? If i'd spent £4 less & not got the water, so what? I prefer to spend more on drink than food & don't drink anything but water, the point is not what I choose to buy but the fact Asda didn't deliver & took MY money which caused me to have problems.0 -
You've got 67p to your name. That says you can't afford it.
Yes & i'm not trying to buy it out of 67p am I? I'm buying it out of £42.16 which is much more than £4 which says I can more than afford it. What does WHAT I buy have to do with anything? If I have the money which I did I can buy what I want to. I'm not going there with 67p trying to buy £4 of water :rolleyes: I shouldn't need to assume they won't deliver & not order half of the items should I? I place an order, pay for it & expect the items. Are you saying if you went into the store & got £20 worth of shopping only to get to the checkout, have them debit your card £20 & then refuse to hand over the shopping you'd think 'Ah I shouldn't have got that coffee I couldn't afford it, damn' ? You'd be saying that you paid, you want your items & shouldn't need to not get things you want because they might make an error.0
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