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Asda Complaint
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# 141
NoNonsense
Old 14-10-2012, 11:53 AM
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Default The customer is King

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).


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# 142
The Stoic
Old 21-12-2012, 11:38 PM
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Default Unhappy to help

Typical my daughter went hungry read on:
Firstly, i'd like to say that I have been a loyal Asda customer for over 10 years. I spend over 52 per cent of my annual income (£3273) in my local north Watford store. I am a single parent of a child aged 14 and a son of 20 who live at home. Over the years I have been an enthusiastic supporter of your store recommending them to many friends and family. In all my ten years of shopping at Asda I have never had cause to complain and the staff on the whole have been helpful and friendly. I did have cause to complain on Thursday 13/12 and, given my previous experience, was in turn shocked, humiliated and angry at the way I was dealt with by a number of staff including the Duty manager "Gary" (no surname as it is the policy of this Asda store not to give out surnames - Liam Birmingham informed me there is only one Gary)
The Security manager Vicky
The customer service manager Sue
Security guard Riz.

Before leaving for Asda I phoned my bank and confirmed that my available credit was £17.45. It was my intention to go to Asda to make a small purchase and obtain £10 cashback. I arrived at the store at approx. 2.45 p.m. went to the cigarette counter bought some tic tacs for 40 pence and asked for £10 cashback. At some point after entering my security pin code the transaction was somehow cancelled. Having encountered some problems with the card readers at the kiosk previously I asked the colleague if I could make the same transacation at a different terminal. This time my card issuer denied the transaction. I tried again at the self service area and again my card issuer denied the transaction. I was now concerned that my account had somehow been wrongly debited and that I would not have money to buy food for the evening meal and for breakfast the following morning. I phoned my bank and ascertained my account had been debited or appeared to have been debited a total of £10.80 (the first attempt to buy tic tacs and obtain cashback and the 2nd purchase of tic tacs) the colleague assured me that Asda had not taken the £10 from my account merely the 80 pence for the tic tacs and indeed this is what the til receipt appeared to confirm. I tried to explain that whilst that APPEARED to be the case the actual reality was that I now could not obtain access to the £10 I was intending to use to purchase food. At this point I become upset and in a raised voice asked her to call the manager. The colleague then disappeared behind the desk and appeared to be on the phone. A security guard, Riz, had now arrived. He intruded my personal space, and being intimidated I had to ask him to stand back - I explained to him that I merely wished to see a Manager. Two women appeared, Sue the customer service manager, and another woman who was not wearing a name badge (Liam informed me in a telephone call on 21/12 that this woman was Vicky) . Now surrounded by 5 colleagues confusingly talking at once I tried to explain that whilst it may not have been Asda's total responsibility (I believe the bank also have a responsibility to me as it later turned out), I asked Sue, if Asda had not debited my account of £10 then who had. I got some answers from Sue and Vicky ranging from "the bank has it", "we haven't got it", "it has been earmarked for debit by your bank but hasnt actually been debited" and most confusingly of all from Sue "in limbo". I tried to point out that I didnt really care who had it - one thing was certain I most certainly did not have access to it - that my child would be returning from her long walk home from school, tired and hungry. I had nothing to eat in the house and that I was extremely worried that she would have to go hungry unless something could be done by somebody to try and find out what had happened to the £10.80 I had in my account before I went into Asda and the available balance in my account which was at that moment £6.50. A tall man now appeared who I now know to be Gary the duty service manager, although at the time he refused to give me his name or position due to the Data Protection act. He appeared to have some authority and made the sensible suggestion that this be continued in private (quite a large group of onlookers had formed) I was escorted to the security guards room - I was humiliated as I felt like a shoplifter which is exactly what I supposed I would have looked like to a casual bystander.. In the security office I was asked to sit down whilst Sue, Gary, Vicky and Riz stood over me. Sue now explained to me that my account had merely been "earmarked" for debit by my bank and that the money would be re-credited to my account in 3 to 4 working days. I was obviously clearly upset and angry by this point and told them that none of this was helping my in my current situation, namely, THAT MY DAUGHTER WOULD GO HUNGRY, if I could not get this issue resolved. At this point Gary, clearly having lost his patience with my irksome presence suggested that I should leave the store and "go and sort it out with your bank". Very angry now I left the store informing them all that I would return.

I made the 1.5 mile round trip, in freezing weather, to a Lloyds branch in Garston. I explained the situation to the cashier and she looked at my account she confimed that I had attempted to make two purchases each of £10.40 however the 2nd had failed. Asda had only debited my account for 80 pence. £10 HAD been "earmarked" for debit and that was not available to me to spend. The cashier informed me that if Asda could remove their "earmark" I could then phone Lloyds and they could remove their "earmark". This would involve a short call from firstly Asda and then Lloyds to the 3rd party (paystream I believe) and the money could then be re credited back to my account. I returned to Asda pretty confident that all this could now be sorted out and my daughter would not have to starve.

I returned to the store and asked Riz if he could telephone Gary as I would like to talk to him. For the first time in any of this he asked me for my name. He then, I presume, called Gary and said "we have a Mr. Toss" waiting for you, at this point I repeated my name very loudly and clearly. Gary did not want to see me unless I had a printout from the bank. Riz and another man at the security desk (no name badge) had a short, obviously amusing, conversation during which I think he referred to me in the Asian vernacular as "ben chod" (phonetically spelt).I might have misheard this, although, I have a wide circle of Asian friends and giving that he had already insulted me by calling me Mr. Toss I dont think I did. I was livid and said nothing and made my way to the customer service desk. I was really really concerned now that my daughter would indeed go hungry that night.

Whilst queuing at the customer service desk I luckily caught sight of Sue and after listening to me explaining what my bank had told me she deigned to actually make a very short call to Paystream who informed her that nothing could be done until the following day. Again I explained that I had no money to buy food that evening. She remained totally unconcerned about my circumstances. She told me to return to the store the following day made some comments in the complaints log and informed me that Tracy would deal with me the following day.

I returned home in tears. Luckily I had an egg and 3 slices of bread in the house and Ailsa, my daughter had egg on toast for her evening meal. My son went to a friends for tea and I fasted. She did, however, for the first time in her life leave home in the morning without any breakfast inside her.

I returned to the store the following morning at 9 a.m. I told Beverley on the desk that I was here to see Tracy and that there was information regarding me in the book. Tracy was not to be found so I asked to see a manager. Without any shouting or hassle I was quickly joined by Jameel who I believe was the night manager. He quickly ascertained what the problem was and made the necessary call to Paystream. Finding a more sympathetic ear than I had the previous day I outlined my treatment exactly as above. I told him that I didnt really want to mention the "ben chod" incident (FYI it means go f*** your sister or sister f**cker) as I felt that this was probably a very serious matter and could result in disciplinary action (it would have at any of the companies I've worked at) it is also possible that I did mis hear this as well but regardless of this I dont feel that colleagues should be speaking in a foreign language in front of customers. He appeared as shocked at my treatment, as anybody who has heard what happened has been shocked, and offered me £10 vouchers as a goodwill gesture. This course of action right at the beginning of all this would have saved everybody including me the time and trouble that all this has now taken up. I thanked him for the gesture but informed him that the way I had been dealt with was more important than £10 worth of gift vouchers. I told him that I wanted some answers and he told me to write out a summary of my complaint in the complaint log.

I'd like to say that the service I received from your customer service call center has been outstanding. Jason and Danny were particularly helpful and eventually someone from the store, Liam Birmingham, People Services Manager, contacted me by telephone. He told me he would investigate and get back to me today which he did. He did not answer ANY of my questions during this conversation. He felt I was "patronising" and was "offended" by some of my assertions. I told him that I sympathised with him and being talked to in that fashion is not pleasant and I had exactly the same experience on 13/12, add humiliation a feeling of shame and impotence at not being listened to and he had some idea of my shopping experience that day! Anyway he offered a general apology. The staff concerned, there has been enough time and there are enough of them to have got their stories straight, have obviously been engaged in much !!!! covering and I am sure I am portrayed as some kind of nutter, a habitual complainer or some such other character. Seeing as he would not answer my questions maybe someone at your head office could. I intend to send a copy of this letter to the local paper "The Watford Observer", the BBC consumer affairs programme "Watchdog" and tell anyone who will listen of my treatment. If you dont answer my questions I will take my custom, along with that of my immediate family, and anyone else I can persuade after telling them my story to your rival Tesco store. I intend to ask Tesco how they would have handled my complaint and ask if their press department might like to help me tell my story. I will, literally, walk (I have no car) those extra miles just to avoid being treated like scum.

I would like a written or face to face apology with the members of staff concerned and answers to the following:

1. Do you have CCTV footage of this incident to confirm numbers of personnel involved.
2. Why did nobody initially ask me for my name or any contact details
3.Why was I told by Sue that it would take 3 to 4 working days for the money to be returned to my account. It actually took less than 24 hours after calls by Asda and Lloyds
4. Why was the data protection act invoked in order for staff not to reveal their names to me as if they had something to hide. Is this Asda company policy. Liam said it was company policy in "that store".
5. How should have this issue been dealt with according to company procedures
6. Is it acceptable for Asda colleagues to speak, and unless I misheard insult customers in a foreign language
7. I dread to think what my Christmas would be like if this had happened during my Christmas shop. What procedures will you put in place to prevent this happening to me or other customers in the future.

Regards
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# 143
The Stoic
Old 21-12-2012, 11:58 PM
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Default Asda vote with your wallet

Hopefully big organisations will someday soon wake up to the fact that customers can now organise themselves and act collectively using the internet. I have forwarded the letter posted on the forum to the customer services department to be forwarded to the executive and will tell every person I know how I was treated. I will take my £3273 I spent last year at this Asda store and spend it elsewhere. My family and no doubt some of my friends, when they hear how i've been treated, will hopefully boycott them too. I'm going to ask everyone how much they spend at their local store and if they would be willing to switch to a rival grocers. I will then send the total amount of money this company are losing through this one action over ten pounds - a trifling amount to a big corporations making hundreds of million of pounds worth of profit every year. A large slice of this revenue comes from single parents like me on benefits. Be prepared to hit them where it hurts - THE BOTTOM LINE - its all they really care about.
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# 144
Helix
Old 22-12-2012, 12:35 AM
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I don't think ASDA will be worried, you have made the post so long hardly anyone will read it. If you want people to help you need to just post the key facts.
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# 145
goater78
Old 22-12-2012, 12:38 AM
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It's a very long post but really if you are buying a 40p product to get £10 cash back it would have been a lot easier just to get £10 out of the cash machine. No excuse for the bad customer service but it does seem ridiculous!
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# 146
goater78
Old 22-12-2012, 12:42 AM
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Quote:
Originally Posted by The Stoic View Post
Hopefully big organisations will someday soon wake up to the fact that customers can now organise themselves and act collectively using the internet. I have forwarded the letter posted on the forum to the customer services department to be forwarded to the executive and will tell every person I know how I was treated. I will take my £3273 I spent last year at this Asda store and spend it elsewhere. My family and no doubt some of my friends, when they hear how i've been treated, will hopefully boycott them too. I'm going to ask everyone how much they spend at their local store and if they would be willing to switch to a rival grocers. I will then send the total amount of money this company are losing through this one action over ten pounds - a trifling amount to a big corporations making hundreds of million of pounds worth of profit every year. A large slice of this revenue comes from single parents like me on benefits. Be prepared to hit them where it hurts - THE BOTTOM LINE - its all they really care about.
I thought you only spent 52% of that £3273 in asda. To asda though they've annoyed a woman who basically spent 40p. They'll apologise but I doubt they will care that much.
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# 147
Gunarysarge
Old 22-12-2012, 1:17 AM
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My son has worked for ASDA as a delivery driver for 8 months now.
He is sick and tired of them constantly blaming him for delivery problems. He knows what customers have to put up with as regards messed up orders, its the pickers that keep messing up his deliveries.
They miss out items completely, replace something that is out of stock with something that is completely not connected with that product range etc. Drivers are leaving on a daily basis because of this.

He has to borrow my High Viz jacket because ASDA have not given him one yet, every time he asks they just tell him "Its on order you will have to wait". Very dangerous for him as he delivers in rural areas that have no streat lighting.
He even had to borrow my Sat-nav for three days as some of the ASDA ones had gone faulty. so there were not enough to go round.

They messed up his wages one month and he was under paid by quite a large amount. They told him he would get the amount put into his next months wages. He told them he needed the money as he had bills to pay and could not wait a month. So their solution was he could loan the amount off them lol, he went crazy at them at this point so they paid him what he was owed.

If they can treat employees in this way, what chance do customers have?
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# 148
Valli
Old 22-12-2012, 5:37 PM
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Default

Quote:
Originally Posted by The Stoic View Post
Hopefully big organisations will someday soon wake up to the fact that customers can now organise themselves and act collectively using the internet. I have forwarded the letter posted on the forum to the customer services department to be forwarded to the executive and will tell every person I know how I was treated. I will take my £3273 I spent last year at this Asda store and spend it elsewhere. My family and no doubt some of my friends, when they hear how i've been treated, will hopefully boycott them too. I'm going to ask everyone how much they spend at their local store and if they would be willing to switch to a rival grocers. I will then send the total amount of money this company are losing through this one action over ten pounds - a trifling amount to a big corporations making hundreds of million of pounds worth of profit every year. A large slice of this revenue comes from single parents like me on benefits. Be prepared to hit them where it hurts - THE BOTTOM LINE - its all they really care about.

Where were you going to spend the tenner anyway?
Make two - and freeze one!
Don't put it DOWN - put it AWAY!

Roadkill Rebel #97 - April 10p May 5p June 25p July 5 Euro note and then some!
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# 149
Blackbeard of Perranporth
Old 22-12-2012, 7:25 PM
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I can see the proletariat descending now upon these cursed emporiums.

http://caerphillycommunitychorus.org...hristmas-2011/
Take what you give!
And give Nothing Back
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# 150
NoNonsense
Old 23-12-2012, 10:30 PM
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Default Keep it short and to the point

The Stoic,

Please don't take offense, but I can't imagine anyone reading your post to the end. It's way too long and meandering.

If you sent a letter like that to Asda, you're not likely to get anything back except for a standard "We're sorry for the service you received" response.

Edit your letter to include ONLY the relevant facts. Things that seem interesting or vitally important to you are not going to be to other people.
What happened? (clearly, concisely and chronologically).
When did it happen? (what time, what date).
Who was involved? (names and job titles).
What impact did it have on you? (did it cost you money, for example)
What do you want them to do to put things right? (Something reasonable, relative to the situation).
Most importantly, make sure you complain to the person who has the ability to sort your problem out and/or compensate you.

Good luck.
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# 151
Claire71uk
Old 28-12-2012, 5:10 PM
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CEO Andy Clark's office will handle complaints, especially if you cc CS.

andy.clarke@asda.co.uk
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# 152
asdaisbad
Old 18-01-2013, 10:39 AM
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Default Really bad customer service at complaints dept

I am shocked and disgusted how I have been treated over the incident I had at the my local Asda, where I was subjected to physical abuse from ? the Customer Services Manager.

I contacted the police about the above incident and they gave me good advice. ? is apparently well known by the police for causing disturbances around the Fife area. I am shocked that Asda has employed a person who cannot conduct himself in professional manner and who is very aggressive. I advise that this person should not be working in a supermarket dealing with customers.

I am even more shocked how the complaints department has handled my investigation. There has been a big cover up of ? behavior.

I would like to complain about the person I spoke to at the complaints department for not dealing with my complaint as he told me he would. He said he spoke to another manager in the my local branch and took his word that ? was a ‘nice man’ and no further action was needed. That is not dealing with my complaint. ? said the matter was dealt with and the complaint was closed. I did not accept that answer and asked to speak to a manager.

The female manager rang me and was calm and polite but was not willing to help any further with my incident. The manager mentioned that the case was not closed and they have not yet spoken to the local branch. I was confused because ? said he had sorted it out and the case was closed.

I now release that my complaint has not been investigated at all and I have now been told lies.

I also said I would like to know the outcome of what action they were going to take of the two employees called T (an earlier complaint) and ? that had been rude and abusive to me. Only to be told we don’t give that information out. If this was the case why did ? tell me the outcome to his investigation? This does not make any sense. I feel that I was lied to again.

The police have advised me that it is company policy to follow up customer complaints and to give an outcome of the incident. The police’s impression was that they felt Asda are trying to hide something from me, of which I totally agree.

I am asking for T to be given proper training on how to treat customers with total respect.

I am asking for ? to be transferred to another branch or better still to be sacked.

With both of these employees still located at this branch. I do not feel comfortable shopping in Asda. This is a total inconvenience as it’s my local shop.

This is the worst customer service I have ever come across. Please note Asda will not deal with your complaints and want you to go away!
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# 153
Dave_C
Old 18-01-2013, 11:53 AM
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Quote:
Originally Posted by asdaisbad View Post
I am shocked and disgusted how I have been treated over the incident I had at the my local Asda, where I was subjected to physical abuse from ? the Customer Services Manager.
<snip rest of long rambling post>
So what happened that was so shocking and disgusting?
What was the earlier complaint? Who is T?

Please read post 150.

Also using a punctuation mark to represent a person in written text is bad as it makes the post difficult to read and follow. Perhaps use CSM instead.

Dave
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# 154
bromleylass
Old 02-02-2013, 11:41 AM
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This is my order from NEXT: They are the best so far with communicating with their customers...Maybe Asda should have a look of NEXT policy on customers service..
Date Time Status
02/02/2013 09:01 Courier Received
02/02/2013 05:46 Out For Delivery
02/02/2013 04:20 Processed at Depot
01/02/2013 19:08 Warehouse Scan
01/02/2013 14:24 Order Processed - not yet Dispatched

On the 5th of January we ordered an Ashford Wide Chest of drawers. We were impressed by the quick response confirming the order.

On the 18th January, we got an email saying the order number 09396164 has left the warehouse and is on the way.

On the 22nd January, hearing nothing from neither ASDA DIRECT or the courier, we emailed our concern. The following day, we got a phone call lasted 19 seconds from a blocked number saying that the delivery will be on Thursday the next DAY! I must admit the caller didn't sound too happy on the phone.
At the same time we received a call from ASDA customer service, acknowledging the receipt of the email sent on the 22/1/13. The person reminded us about the 28 days delivery policy, she was informed that we have already been told that the item will be delivered on Thursday the 24th January.

We understand the weather has not been too good, but that doesn't stop one from communicating!
What we CANNOT understand is why whoever called using a block number to say the delivery will be next day and never happened. We stayed in all day on Thursday, we even went to bed later than usual, just in case it turned up. No sight of it up to now. No one bothered to call or email. Everyone has gone dumb.

That is DISGUSTING! APPALLING! All this time we've been using Asda, we never have such poor service.
That is why we have decided never to use your company again. We'll make sure our friends think twice before using it too.
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# 155
pls1745
Old 02-02-2013, 12:58 PM
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Default asda

I have made at least 20-30 similar complaints to ASDA regarding home shopping. I have had the same problems not turning up on time, not sending the right goods. Bad dates missing whole sections of the orders. When you complain no one rings back. They simply offer a voucher or credit on the account. They don't actually care. There is no system for escalation of a complaint as they are not in any organisation such as insurance or gas where you can complain to a governing body.

So I have developed a new system which guarantees you get all your money back. This is as follows:

1. Sign the drivers documents as 'Unchecked' never your name.

2. Check the whole order off and make the driver wait. This really !!!!es off the driver and who is simply dying to get to the next of his 20 multi drop stops.

3. Ring and complain You will get your money back for any missing or damaged items. Make sure you add several items to the list to cover your £ 5 delivery charge. One good one is to purchase the 3 for £ 10 wine and say you only received 1 bottle. They refund the whole of the £ 10 and you get three free bottles.

4. DO this several times in a row.

5. If they still !!!! up then make sure you pay by credit credit the next time.

6. Simply ring up your credit card company and say the ASDA supplied the incorrect goods and you have asked them to collect the goods and you are going to shop elsewhere and to issue a complete refund. They will eventually give you a refund. And ASDA never collect the goods.

Then start the whole process again. My home shopping is certainly working well for me I have reduced my bill by a third due to this companies total lack of care and attention to the customers.

You may think this is unreasonable or even dishonest but look back at the first line of this complaint (20-30 complaints) and no response from ASDA. Until they are hit by many people in the pocket they will not do anything about it.
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# 156
Scott821
Old 04-02-2013, 10:37 AM
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Default Asda direct call centre shocking!

I ordered over £900 of furniture from asda in December, it was delivered and had parts missing for the bedside cabinet. All 3 draw runners were missing and one foot split. I called asda directs so called service team and was told that parts would arrive in 7 days. On the 28th I called and was told that you had 'forgotten' to order them, and the lady Jade said she would contact the supplier and call me back. No one called me. I called again and was told that the supplier was going to contact me. No one called me. On the 30th I called again, guess what, they hadn't been ordered, and I was told that my complaint would be escalated to a manager and I would get a call back within 3 hours. No one called me. 31st called again and was told a manager would call me the next day. Again nothing. On the 1st I called again and got a manager on the phone 'Tasmin' who could not explain why I had not received the parts, why they hadn't been ordered or why a manager hadn't called me. Human error was her explanation! I asked for the complaint to be investigated and was told that she is the most senior person there and they have no process to investigate complaints and she couldn't find out what went wrong.!
As it stands I still have not received the parts or have any confidence that they will arrive. I cant understand how a team can be so incompetent and service so unimportant to asda!!
I will most certainly never use Asda direct ever again. I am astounded at how much time I have had to waste trying to get 3 draw runners and a foot for a cabinet.!

Last edited by Scott821; 04-02-2013 at 4:03 PM.
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# 157
likelyfran
Old 28-02-2013, 10:41 PM
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From my own experiences with Asda 'customer service' and their apparent 'policies' regarding customer service, and those of others, I'm really now wondering how the h*** Asda treat their staff.

If they treat them like ***t, that might go some way to explaining why so many Asda 'colleagues' treat their customers the same way.

And I really wish Asda would employ some basic hygiene training for their staff, or at least some standards when hiring employees..I've really seen some shocking sights provided by their cashiers..
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# 158
mttylad
Old 01-03-2013, 9:11 PM
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Asda do treat their staff like poo, there is generally no support for them - they have to put up with offensive and insulting customers all day.
Complaining about it gets them nowhere, the customer gets paid off and the staff have to put up with it. They also do not get the opportunities to go wash their hands etc as they are tied to the till (restricted from leaving).

I can understand why they are peed off and not exactly most helpful - however I have always found them to be better than those at tesco.
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# 159
likelyfran
Old 02-03-2013, 2:00 AM
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I can understand staff that aren't treated well not being very happy in their jobs but sorry, I can't understand them transferring that into their attitude to the customers.
If you can't be pleasant, friendly and helpful - as a default - when dealing with customers then you really shouldn't be in the job!
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# 160
shande
Old 21-03-2013, 9:07 PM
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Angry ~Most despicable service in the UK



Thiscompany is the epitome of the word ‘disgrace’. Their customer service is beyond disgusting.



They have afront call Asda Flowers which you all may mistake for a florist; however theyare a vile bunch of cowboys and frauds.



I orderedflowers for Mothers Day (how unusual!) but to make sure there were no problemsI ordered them for delivery a day early. They did not show up and by the time I got in touch with them on MothersDay, they said they had posted the flowers! Actually posted them, letterbox andall!



The serviceI received from their customer service team on Mothers Day was pathetic, therewas no assistance provided and the phone operator could not care less about theissue.



However didnot bother to use special delivery to ensure they arrived on time, no my motherreceived them 2 days late!



What on earthare they doing posting flowers? Why onearth would a client choose to receive limp, dead flowers in a bashed box? Why do they even offer this service? What possible use could it have?



When theflowers arrived, as you can imagine, they were in no fit state for a gift; brown,bashed and broken. They were an atrociousmess and not fit for display. A waste ofhard earned cash.



My fatherwas so shocked by the state of the flowers he drove to an Asda store. The shop would not replace the flowers orrefund the money so my father left them at the store. The staff within the store were extremelyrude to him. He has written a complaintalso.



I havewritten a number of complaints and neither my father nor I have received aresponse from this dreadful organisation.



So, what doyou all think?


  • You pay good money for a service
  • Receive a terrible product which is unusable
  • Try to return it for a reasonable replacement and are rebuffed
  • Complain via phone and receive no help from their staff
  • Are treated rudely in store
  • Complain via their customer service email team and are ignored, time and time and time again.



Do you wantto spend your hard earned cash there?



Does yourmum deserve better than this? I knowmine does.
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