Asda overcharging ......update

banana · 24 June 2007 at 8:12PM

For the second time in a row I have been overcharged for items in my shopping. Both times I brought the matter to the attention of customer services and was simply given a refund of the overcharge . I tentatively asked the first time about the £2 gift card and was refused because "we dont do that any more".
Well okay. I checked when I got home and saw this on the Asda site;

What happens if I am overcharged?
If you have been overcharged in any of our stores we will gladly refund the difference (if you have been overcharged) and give you a £2 Gift card voucher for each product you have been mischarged for.

So I rang the Customer service at the store and was told that "just this once" I could have a card. When I returned to the store I had to fill out a form that suggested I returned an item. The girl on the counter said that the £2 card is not given any more and that the money would have to come out of her till !!

Today I was overcharged again-got my money back but definitely no card-same reason given.I quoted the website advice and what had happened previously. No card.

Before I send off an email to CS can anytone tell me what the real policy is?
I didnt have a go at the girl -she was only doing what was told to do -but why should I have to jump through hoops when they say they will gladly deal with it as above?:mad:

mac5S · 24 June 2007 at 9:51PM

I can't confirm the real policy, though I must have read it somewhere as I have used it at least 4 times over the past 3 months, mind you each time I have had to ask for it when collecting my over spend money and each time the customer services person has appeared a bit ticked off that I've asked. But they have never questioned it, though have never actually offered it till I asked for it.
Let us know the outcome.

Sabrina · 24 June 2007 at 11:23PM

This has happened to me and I've e-mailed a letter of complaint! I haven't heard anything yet but I don't think it's on that they're still advertising the policy on their website if it has changed. It is a ridiculous palaver!

aussielle · 25 June 2007 at 12:09AM

Tbh I find it's rare to shop in Asda without being overcharged. I always check the recipt before leaving and have never been offered a £2 giftcard, just the overpayment refund.

I'll be watching this thread with interest to see what the offical policy is

stugib · 25 June 2007 at 8:50AM

Asda CS are full of excuses to get out of giving you the card - the one given to me was 'you only get that if you've left and had to come back to the store'.

I took it further with HO and although I ended up with about £18 in vouchers in the end (covering several misprices on the same item they refused to correct despite me pointing it out and claiming the overcharge 3 times) I couldn't get HO to commit to what the policy actually was.

Maybe I'm reading too much into it, but pre-Walmart, Asda CS fell over themselves to help and correct their mistakes.

kristi · 25 June 2007 at 9:16AM

well i got a £2 gift card about 2 weeks ago, and last week i got £2 in cash on top of the refund!

myrnahaz · 25 June 2007 at 9:21AM

It all depends on who is working on CS at the time you complain - and what the policy of the store manager is.

BritBrat · 25 June 2007 at 10:23AM

Just phoned my local store and it's a £2 gift card if over charged.

They were very polite and did not argue at all, mind you I was just asking what the policy was and not making a claim.

By the way that was ASDA Walmart at Cribs Bristol.

I thought they sounded very good to me and was pleased with the responce as that's where I normally shop.

jimsmum · 25 June 2007 at 10:25AM

im forever getting overcharged in asda but im allways given a £2 gift card without asking.The last one i got was last sunday if that helps.

Smashing · 25 June 2007 at 2:12PM

I always have to ask for it and am usually met with an almighty sigh and eyeroll as though it were coming out of their own pockets.

banana · 11 July 2007 at 6:48PM

Just a quick update

I emailed asda and they replied quite quickly -but I overlooked the email

I just found it again today and it says :

[I'm very sorry to hear that you were overcharged when you visited our store recently. I can certainly understand how upsetting this must have been for you.

It's very important to us that our customers can always trust us to get our prices right. Can you please forward me the name of the ASDA store you visited and I will make sure I relate this to a member of the management team on your behalf. It is a training issue the store would have to pick up with colleagues in store.

I'd also appreciate your postal address for me to be able to send out a £5.00 gesture of goodwill to you with my compliments

Thanks very much for taking the time and trouble to write to us about this. I hope this will go some way towards restoring your faith in us, and that we'll have the chance to welcome you into one of our stores again soon. ]

I send off a reply with the relevant information and was very impressed that a return email was received exactly 15 minutes later :T.

This stated that;

[I'm in receipt of your email to me and I can assure you that I have just emailed the all the customer service manager and the store manager D*** W*****, making them aware our overcharged policy remains the same, as stated on our web-site.

This will be briefed out to all my colleagues in their daily huddle and I am sure you will agree that mistakes do happen. ]

I agree that sometimes mistakes do happen and if this is finally resolved then I will be happy.

Perhaps I will print off the reply email and take it with me to Asda every time I go ...just in case the 'huddle ' doesnt work:D

Asda overcharging ......update

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