Asda Complaint

The_Pixi · 20 April 2012 at 3:31PM

WeNeedGoodCustomerService wrote: »

[FONT=&quot]
[/FONT]
[FONT=&quot]To whom it may concern,

I here by wish to make a formal complaint regarding my recent experience with ASDA Home Shopping. I firstly would like to clarify that I would like this complaint to be taken very serious and for all the negative service received, to receive a proportionate compensation.

I booked an ASDA delivery order on Wednesday 25th of August 2010 to be delivered on the 31st of August 2010 between 6-8pm. On the actual delivery date 31st of August, I received a voicemail at 5.15pm on my way home. The voicemail was very unclear and I returned the phone call at around 17:35 but there was no response. I then received a phone call at 18.18 from the same number that left me a voice mail, which turned out to be the ASDA delivery driver. As he didn't speak English very well, I was struggling to understand much of what he was saying apart from he advised me to call a number and speak to the store and something about that his shift had ended. Called the store shortly after and spoke to somebody who said he would call me back. The same person called me back around 15 minutes later and advised me that there were no drivers available for the evening of the booked slot. I complained and he advised me that he would get the department manager to return my call either later in the same evening or early the next day. I never received this call and called again the next day (1st of September) at around 13.30 and left another message but no response. Later that evening, another driver called me to advise me he was outside the property but as I was out and was not informed of the re delivery, I had no opportunity to book this with anyone at ASDA, especially as no one returned my phone call. It's madness to complete another delivery without actually agreeing this with the customer! Once again I informed the driver to pass a message back to the manager to contact me. As you can imagine now, this did not happen and I contacted the store again and spoke to Simran around 10.30am who said she would need to speak with the call centre as the order had been cancelled so needed this to be raised again. She offered the delivery to be done tomorrow (Friday) and I insisted that I wish to have the delivery today, but no this was not up to her. During the conversation she was not very helpful and at times blamed me for the delivery mess. Only once did she remotely apologise and I asked her to make sure someone would contact me asap. She said she would call me back but that did not happen. I called again at 14.51 and spoke with Jay who is the Home Shopping Picker who not only was not very helpful but insinuated that I was to blame as there were two deliveries attempts already made and I once again had to explain the situation again. This now led for him to decline himself from the situation and I suggested from further comments if he wasn't actually aware of the facts. He took another message for the manager and I am yet still waiting for a call... To note I had asked for further information re making a complaint and as 'he didn't have the information with him' I asked him to provide me this and it took me few attempts before he agreed to provide this information which again I am still waiting for.... but also suggested I should be the one to gather this information.

So as it stands for now I called the call centre and spoke to Neno and Karin who re booked my order for Saturday 4th of September 7-9pm and confirmed my free delivery compensation. Although Neno failed to action my free delivery for the order, Karin was happy to do this.

I have to say that this experience is by far one of the worst customer services received and after this shopping I shall review shopping with ASDA in the future. You claim is 'saving money every day', well this experience has cost me around £25 for food shopping purchased at Sainsburys on the days that I was supposed to have my ASDA order. But worst of all, the service received was just infuriating time after time and eventually you managed to deliver the shooping 4 days later... with no formal apology nore any reflecting compensation. I also had a product missing of the shopping lists which was initially confirmed on my actual first order confirmation. Why did this suddenly disappear? It was Magnum Ice creme for £3.

I would urge the team at the Park Royal who I contacted time and time again takes further training in customer service. It was very poor and frustrating! And I hope with the facts named above that you will see and understand my concern. If not I will guarantee you this delivery was my second and last shopping experience with ASDA for a lifetime. Especially since my experience I have found out others experiences, very similar to mine with your so called home delivery service.

I would appreciate your assistance in this matter and look forward to your response.

Regards,

R[/FONT]

My God!

Is that exactly what you sent them in the first instance? No wonder they didn't respond properly. You read like an absolute nightmare.

As for your subsequent correspondents

'I expect this!' , 'I want that' , 'That's not adequate'

I realise you posted this ages ago but what exactly did you want them to do? after every response you say its not good enough - please tell us what would have been?

You even complained about a voucher expiring, that you knew would.

A lot of what you wrote was rude and insulting, I agree there should be good customer service, but you should retain the moral high ground by being well mannered.

As it happens I have respect for the Asda staff who didn't send you a bunch of nasty e-mail in response, which you would have only gladly waved about here as another example of shocking service.

Chrysalis · 23 April 2012 at 9:52AM

Tomby1 wrote: »

I've used Asda, Tesco and Sainsburys home delivery services and found Sainsburys to be the better of the three.

My two experiences with Asda weren't positive - missing items and useless expiry dates (I think both times I had two or three packs of meat due to go out the next day - great work!)

Tesco were much better with expiry dates but absolutely useless for substitutions.

If I shop online, I now use Sainsburys. They generally get things right - but most importantly they'll wait while you check to see if you're happy with everything for a few minutes. I think you pay more for delivery than the other two, but you do get what you pay for.

sad to hear asda still have that problem, I had the same with expiry dates using asda. Teco as you said much better on dates. Since I live alone I am not going to eat a full loaf of bread in one day as an example. Plus food quality goes down when its near expiry.

Wychburylass · 2 May 2012 at 3:39PM

Sadly I am here to add a post to the other 132 that complaints about ASDA. In particular their online shopping service.

I used to think they were a reliable service and would receive communication if there was a difficulty with my shop. This is so not the case.

Not only did they fail to notify me about a delay in delivery, but after further waiting, more time than anticipated, and 3 calls to customer services. They still couldn't tell me when the shop would arrive.

So I cancelled the order.

Don't think ASDA actually understand what timeslot means. And reasons why people shop online. What if I had been housebound!! The management structure of ASDA, is thoughtless and careless. And they are not prepared to spend the time and money to engage and train staff properly. So they have the capacity to deal with your queries.

I am not going to waste my time and money with them any longer.

shydarkangel · 11 May 2012 at 8:58AM

Been having troubles with asda now for a month!..its never been a easy time with delivering my orders and the customer services are never that helpful but this week I've had enough, I've had no delivery for the 3time this week...ive been called a lier, heard every excuse possible get told they would sort it out but never phone me...this is a order I've tried to get 5times now! all it is 10bags of wood cat litter lol..its been a month worth of hassle as it started with me putting order in then being told 2hrs before delivery was due they didn't have stock of my product, then they canceled order the next day..
Im annoyed as I've actly spent more in going to tesco and buying cat litter as had to get some in as asda hasn't delivered so whats my rights? do i have a case to complain about?..:mad:

drajling · 16 August 2012 at 2:21PM

I also have an issue with ASDA customer service and their photo department. I was told that my 22 disposable cameras to CD would be £1 each. I thought this was a cheap but that's what the sales assistant said so I took them in. Was told to wait 3 days before coming back, not the 2. No mention of the cost. When I went to pick them up they charged me £63. Of the 4 members of staff I spoke to no one told me there was a £2 charge for each camera to be developed. The only action they were willing to take was to return the CDs and give me £22 back. Leaving me with a £41 bill and only the negatives which I would had to take elsewhere.
I emailed a complaint but am unsatisfied with the response - we will display prices in out store. That's it!
Can anyone advise me on what to do next, surely they cannot get away with being so terrible?
Thanks, Liz

meer53 · 16 August 2012 at 7:25PM

Would have thought that most people would understand that the £1 is the extra charge for putting the pics onto a CD and not the cost of developing them !

Dave_C_2 · 16 August 2012 at 7:47PM

drajling wrote: »

I also have an issue with ASDA customer service and their photo department. I was told that my 22 disposable cameras to CD would be £1 each. I thought this was a cheap but that's what the sales assistant said so I took them in. Was told to wait 3 days before coming back, not the 2. No mention of the cost. When I went to pick them up they charged me £63. Of the 4 members of staff I spoke to no one told me there was a £2 charge for each camera to be developed. The only action they were willing to take was to return the CDs and give me £22 back. Leaving me with a £41 bill and only the negatives which I would had to take elsewhere.
I emailed a complaint but am unsatisfied with the response - we will display prices in out store. That's it!
Can anyone advise me on what to do next, surely they cannot get away with being so terrible?
Thanks, Liz

You seriously expected them to:

Open the disposable camera in light -proof conditions
Remove the film in light -proof conditions
Load it into the developing machine in light -proof conditions
Develop the film using expensive chemistry
Feed the negatives into the film scanner
Check and produce a CD

All for £1 a time?

Shops such as boots charge about a fiver.

Dave

johnnyboyrebel · 16 August 2012 at 10:02PM

nnsa wrote: »

I have been having some problems with Asda and just to prove what a bunch of uncooperative sc*mbags they are I have included my correspondence with them to date:
1st complaint sent 30-sep-08 @aprox 16.00

Dear Asda.
I would like to make a formal complaint about my recent order, order no: *******, customer number: *******
My complaint is this, my order arrived today and there were quite a lot of items missing and short expiry dates, the items missing are:

885974 Tomato puree

544336 herbs...

533120 chicken (all 3 missing)

1057572 mince (both missing)

511179 burgers (all 4 missing)

793579 sausages

2312486 peas

Items not available but advertised on web site:

1847766 Sweetcorn x2

1712542 Black Shoe polish

1712542 Malt loafs x2

Items with a short shelf life:

1949573 Peppers, 1 pack expire today 30-Sep, the other pack tomorrow 01-Oct

871289 rolls, both packs expire 02-Oct

152400 mushrooms, all 4 packs expire tomorrow 01-Oct.

Let me explain again! why this standard of delivery is causing me massive problems.
I am currently very unwell, I am unable to work (so money is short) and it is near imposable for me to get to the shops. As a result I am dependent on home deliverers, if items are missing/short dates, I have to go through this rigmarole to tell you, then wait 7-10 days for my refund, as money is short I don't have spare cash to replace the items so for that 7-10 days I have to go without.
When I do get the refund I have to arrange transport (usually a taxi which cost more money I don't have) and someone to come with me.
I am sure you can imagine this scenario is less than ideal for me, and when you consider this is what happens every time I make an order, I am sure you can understand when I say I am totally brased off with Asda home delivery.
As I mentioned earlier I have explained all this before in a complaint but if I remember correctly, I received a refund but no one
bothered to reply to the complaint, which I thought was just rude!
As a result I think Asda should take responsibility for problems that have been created by the order and send the rest of my shopping out to me in one of your vans.
Due to the way complaints have been handled in the past I have made this a formal complaint and I DO expect someone to reply.
As a side note I have been shopping with Asda for getting on for 20 years (but only using the home delivery service for about 8 months)
and I feel to have these problems every time I give you my custom, is rubbish.
I have used Tesco home delivery a couple of times (due to the issues with Asda) and I have not had any problems so unless the service improves I will be giving all my custom to Tesco as for me it is worth paying the extra money to know it is going to be right 1st time.

Yours sincerely

Mr Neil ****

1st reply from asda

From: [EMAIL="response@asdacustomerservices.co.uk"]response@asdacustomerservices.co.uk[/EMAIL] <ASDACR@za.didata.com>
Subject: Response from ASDA (Ref #000000020996098)
To: *******@******
Date: Wednesday, 1 October, 2008, 5:04 PM
Thank you for your message.

Dear Mr ****
I am sorry that you have not received a satisfying service from us. I am sorry for the frustrations and inconvenience caused.

I can confirm that I have referred the matter to the store and spoke to Cath who is the Customer Services Manager and she has assured me that she will call you with regards to the experience.

I have refunded the cost of the items to the value of £20.70. This will show as a credit on your payment card within 7 - 10 working days.

Thank you for taking the time to contact us. We look forward to serving you again soon.

Kind regards

Ursula Binang
ASDA Home Shopping

ASDA Stores Ltd, Registered in England No. 464777. Registered Office: ASDA House, Southbank, Great Wilson Street, LeedsLS11 5AD.
My reply sent 01-Oct-2008, 17:44:

Hi

I would like to now escalate my complaint, I did receive a call from "Cath" yesterday, she said someone would phone me back to arrange a second delivery but the phone call has not come, and can the person who responds to this actually read my complaint this time as I very clearly pointed out for a second time in writing, that giving a refund as appose to delivering what was ordered places me in a nightmare situation.
Ursula Binang has clearly not bothered to read the complaint as the outcome is exactly what I asked not to happen.

Yours sincerly
Mr N ****

This complaint was ignored so I sent another on the 04-Oct-2008 @ 15:09

Dear Asda
It saddens me that I am yet again having to contact you again with regards to my complaint (your ref: 000000020996098).

As you are aware I sent this complaint on the 30th Sep 08: [please see 1st complaint]

I received a phone call from someone at the Eastlands store at 19.44 on the 30th Sep (which I believe was the site manager) and I explained the situation again, I was promised there would be a £10 off evoucher credited to my account and the order would be picked again and redelivered, I was also told I would receive a phone call back to arrange a time for the delivery.

Then on the 1st Oct at 17.04 I received the following reply to my complaint:

[see 1st Asda reply]

I was rather disappointed with this so I sent the following reply:

[please see my reply sent 01-Oct-2008, 17:44]

To date there has been no phone call from the store to arrange delivery nor has there been a delivery so I am now having now had to go without which I feel is unacceptable. There has not been a £10 evoucher credited to my account, this issue is somewhat academic (as I don’t think I can risk ordering a home delivery again due to the substandard deliveries, awful customer services/complaint handling and implications for me when you get it wrong) but I feel it should still be raised as an issue, as this is another example of Asda failing to do what was agreed, which I feel is unacceptable.

With regards to the formal complaint, the initial reply to my complaint ignored many of the issues I raised and the outcome was completely the opposite of what was requested. This leads me to think the complaint was either not read or Ursula Binang could not care less, which I feel is unacceptable.

There has been no acknowledgment or reply to the escalate complaint, which I feel is unacceptable especially when you consider part of the complaint was that Asda don’t reply to complaints.

As a result I am now escalating my complaint AGAIN and I do expect the complaint is read and properly replied to this time and the delivery is completed within 48 hours.

Yours sincerely

Mr N *****

P.S. This complaint has been sent via the online contact us page and via [EMAIL="response@asdacustomerservices.co.uk"]response@asdacustomerservices.co.uk[/EMAIL]
2nd reply from Asda:
From: [EMAIL="response@asdacustomerservices.co.uk"]response@asdacustomerservices.co.uk[/EMAIL] <ASDACR@za.didata.com>
Subject: Response from ASDA (Ref #000000021045096)
To: ******@******
Date: Tuesday, 7 October, 2008, 12:23 PM
Thank you for your message.

Dear Mr ********

I am sorry that your complaint has not been resolved. I understand that it must have been inconvenient.

I have spoken to Ian in the Home Shopping Department and on the 7th October 2008 and he informed me that Clare the Home Shopping Manager will investigate the matter and then call you.

I have attached a £10.00 evoucher discount onto your account on the 05th October 2008 which will be valid for the next 60 days after the process date. Please note that you will only be able to use the evoucher once.

If you need any further help you are welcome to call the Contact Centre on 0845 300 7771 and one of my colleagues will be happy to help you.

Thank you for your taking the time to inform me about the matter.

Kind regards

Mo Van Der Vent
ASDA Home Shopping

ASDA Stores Ltd, Registered in England No. 464777. Registered Office: ASDA House, Southbank, Great Wilson Street, LeedsLS11 5AD.
My reply sent 08-Oct-2008, 17:39:

Dear Asda

As you are aware this is a formal written complaint that has been escalated twice so I don't thing a phone call is a suitable way to handle the complaint. So may I suggest that any reply is in writing. I also want to inform you that despite being promised the shopping would be redelivered, still to date Asda have failed to redeliver the shopping! this means I have had to go without for 8 days!
Whilst Asda may think this and the awful complaints handling/customer services is acceptable, I assure you I do not.
Again I expect a written reply to my complaint and the delivery of the outstanding shopping to be completed within 48 hours.

Yours sincerely

Mr N ****

P.S. This has been sent via the online contact us page and via [EMAIL="response@asdacustomerservices.co.uk"]response@asdacustomerservices.co.uk[/EMAIL]
3rd reply from Asda (this is the best one):

From: [EMAIL="response@asdacustomerservices.co.uk"]response@asdacustomerservices.co.uk[/EMAIL] <ASDACR@za.didata.com>
Subject: Response from ASDA (Ref #000000021071353)
To: *******l@*******
Date: Thursday, 9 October, 2008, 11:53 AM
Thank you for your message.

Dear Mr *****

I am sorry for the frustrations caused with the regards to the call that you have not received.

I can confirm that I have spoken to Claire who is the Home Shopping Manager and she has assured me that she will call you about this as she is gathering all the relevant information about this matter.

Thanks for getting in touch.

Kind regards

Ursula Binang
ASDA Home Shopping

ASDA Stores Ltd, Registered in England No. 464777. Registered Office: ASDA House, Southbank, Great Wilson Street, LeedsLS11 5AD.

My reply 9th-Oct-2008 14:09:
Dear Asda
Another case of Ursula Binang failing to read an email and/or failing to respond in an appropriate way, I don’t understand how my written comments of “As you are aware this is a formal written complaint that has been escalated twice so I don't think a phone call is a suitable way to handle the complaint. So may I suggest that any reply is in writing.” and “I expect a written reply to my complaint” can possibly be misunderstood for I haven’t received a phone call (from Ursula email) “I am sorry for the frustrations caused with the regards to the call that you have not received.” Furthermore the reply of “I can confirm that I have spoken to Claire who is the Home Shopping Manager and she has assured me that she will call you about this” is totally inappropriate and I assure you I will not be entering into any phone calls with any member of Asda staff.
As a result it is clear Asda are refusing to put anything in writing despite my written complaints and requests that the issues are addressed in writing, Instead Asda are clearly trying to force me into a verbal discussion/agreement about the complaint, despite part of the complaint being about a verbal discussion/agreement that Asda have failed to adhere to or even comment on in writing, which has caused me (a housebound unwell person) a huge amount of problems.
I now totally give up on Asda, You can keep the food that I was promised would be delivered and I assure you Asda will never receive any further custom from myself, I am also explaining the issues to my friends and family and asking them to stop using Asda.
Please delete my account and remove all my contact details from your databases as I don’t want to receive any spam or junk mail from yourselves and confirm IN WRITING when this is done.
Shame on you Asda
Mr N ****
Sent via the online contact us page and via [EMAIL="response@asdacustomerservices.co.uk"]response@asdacustomerservices.co.uk[/EMAIL]

4th reply from Asda, still refusing to do as requested:
Thank you for your message.

Dear Mr *****
I'm sorry for the inconvenience and trouble caused as you had missing items in your order and it was not redelivered. I understand how frustrating this must be and I hope you can accept our apologies for letting you down.

I have checked and my colleague has spoken to Claire the Home Shopping Manager who said that she will contact you about this matter; however she is still investigating the matter.

I have checked and we have attached a £10.00 eVoucher and a free delivery eVoucher on your account, in the hope that you will use us again. I hope you will accept this on our behalf and I do hope that this incident will not deter you from shopping with us in the near future.

All the details of your complaint have been noted as it is important that we are made aware of any errors so they can ensure that it does not happen again

Thank you for bringing this to our attention. If Claire has not contacted you, kindly contact us on 0845 300 7771 so that we may be able to take this further.

Kind regards

Ameen Jacobs
Asda Home Shopping

ASDA Stores Ltd, Registered in England No. 464777. Registered Office: ASDA House, Southbank, Great Wilson Street, LeedsLS11 5AD.
My reply today 12-10-08
Dear Asda.

Whilst Asda may hope that I will use the service again I assure you (as advised in my previous email) I will not be using Asda home delivery ever again furthermore I will not be using Asda as a walk in customer ever again. To be frank I would rather crawl for 20 miles over broken glass, naked, with an elephant sat on my back, whilst dragging my reproductive organs along the ground than give Asda my custom again. I would also add I have asked my friends and family to stop using Asda, which has met with universal agreement tho I will admit I don't think they are up for the glass, elephant and reproductive organs scenario.

In my last email I very clearly requested Asda delete my account and remove all my contact details from your databases "Please delete my account and remove all my contact details from your databases as I dont receive any spam or junk mail from yourselves and confirm IN WRITING when this is done".
So I am sure you can imagine my surprise when I received Ameen Jacobs email in which he made no reference to deleting my account, and my further surprise when I logged on to Asda to find my account is still active. Incase your imagination is not that good I wasn’t suppressed at all.

I can confirm Clair did leave me a voicemail asking me to phone her, I declined to reply to the voicemail, in all fairness I did advise "I assure you I will not be entering into any phone calls with any member of Asda staff", which is why I also find Ameen Jacobs advice "If Claire has not contacted you, kindly contact us on 0845 300 7771" unacceptable as these are further examples of Asda "clearly trying to force me into a verbal discussion/agreement about the complaint".
Am I surprised? In a word no.

I am now giving Asda 24 hours to delete the account, remove my details from all your databases andconfirm IN WRITING that has been done.

This is a disgrace and it would appear standard behavior from Asda

http://forums.moneysavingexpert.com/showthread.html?t=738407

you might notice the post by nnsa, yes that’s me, you probably don’t like me shaming Asda in this way but you know what, I don’t care, Asda clearly don’t care about their customers so I think it is only fair.
Yours sincerely

Mr N Richards

Sent via the online contact us page, [EMAIL="response@asdacustomerservices.co.uk"]response@asdacustomerservices.co.uk[/EMAIL] and royal mail to
Customer Services,
ASDA House,
Southbank,
Great Wilson Street,
Leeds,
LS11 5AD

Sorry for the long post everyone but I hope you find it both informative and funny, I would have found it funny if it didn't cause me so many problems.

It was very entertaining and the way it should be done, thanks for this

I certainly do not agree with the people that say when complaining it should be polite and short. If the service is that bad that you have to complain, noone should EVER !!!!!foot around companies like this. They are a disgrace.

Oasis1 · 3 October 2012 at 11:18PM

After being over an hour late my order has now appearing as 'rejected'. This is the second time it's been late in a row.. well if you can count this as late - they've not turned up at all!

I've e-mailed them to complain - such a shame as in my previous property (I've just moved), I had no problems whatsoever with delivery times. I think I'll be moving to Ocado - any good?

NoNonsense · 14 October 2012 at 11:53AM

I had numerous problems when trying to order a new tumble dryer from Asda Direct. No show deliveries, faulty dryer, no show collections, incompetent customer services, no call-backs and then finally Asda attempting to short-change my refund. This went on for 2 months!

The minute I got my full refund, I wrote a strongly worded letter that detailed every single infraction in a clear and easy to read manner.
Their offer of a £15 e-voucher was not enough. I told them exactly what I wanted from them as compensation.
I made sure to use the words 'Breach of contract' and let them know that I was fully prepared to take them to court.

In my experience of complaining about service, you HAVE to complain to the right person. Don't talk to the monkey, talk to the Organ Grinder. You have to get your grievance to the person who has the power to do something about it. That is NOT the check-out girl or shelf-stacker.

Talk to a Manager or Supervisor first. No matter how angry you are, stay polite. It's human nature to be defensive and unhelpful if you feel personally attacked and Managers may be representing the company they work for, but they're still human. Your aim isn't to attack the person, it's to complain about the service or product you received.
If you're not still not happy, find out who THEIR boss is and write to them. Make sure your letter is literate and to the point. People can tune out or become unsympathetic if you rant or put in irrelevant details. If your letter writing skills aren't up to it, find someone who is best able to do it for you.

Never underestimate the power of a well written letter. I have received all manner of compensation and goodwill gestures from just 1 letter to a company. In the last 2 months, I've received £250 from PC World and £40 from Barclays (yes, the bank gave ME money for waiting too long on a phone call!).

Don't take no for an answer. The first Asda Manager I spoke to told me that they never give more than £10 e-vouchers no matter what the problem. After 1 phone call to the Customer Relations team and 1 letter to Executive Relations (copied to) the Directorate at Asda, I kept my £15 e-voucher and received a £100 Asda store card and a brand new iPad 3 (worth £579).

Asda Complaint

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