ASDA Home Delivery

NewFoundGlory_2

Hi, been lurking the site for a while but felt the need to sign up as I have some serious venting to do/advice to ask...

Okay so I placed an order with asda home delivery for delivery yesterday between 3-5pm. So, obviously, I made sure I was home between these times. Well, 5.30pm roles around and no delivery, I start work at six so I was getting alittle worried so I called the customer services helpline and they said that all the orders were an hour behind as there had been problem with the van. Fine, so then the order should be with me by six, the lady said yes.

I called work and said I may be alittle late. 6pm came, no delivery...7pm no delivery...7.30pm no delivery and I called my work and got someone else to cover my shift as I didnt want to miss the delivery or pay for redelivery/be liable for the cost of the groceries if not delivered (I work for wages not a salary so I basically lost that nights pay but, since it was going to vbe less than the cost of the grocieries I thought it was the best thing to do).

So I called again at 7.45pm to complain again, the representative I spoke to said that everytime she tried to get in contact with the store they were 'releasing her call' which I think is a nice way to say hanging up on her...she said she would take it up with head office and get back to me asap...

Then 9.30pm comes...I know they stop delvering at 10pm so I call up again, this time the representative puts me through to the store so I talk to a representative who states that the van with my delivery on has come back...no shopping left and my order has been signed off...I tell the lady I am the only one in my house and I definately did not recieve the order...I asked her if they ever ask or proof of identity when someone signs for an order, she said no, they just sign...she read out my address and they had it down correct but I am wworried as in my town there a few other places with the same sort of street names and i'm worried the driver has delivered it somewhere else (although I have had one successful delivery from them before to this address and they had my post code...).


Anyway the lady said that she would ring back today between 8am and 10am with more details which ofcourse she did not so I called them and surprise surprise the receptionist could not getting any response from the home shopping representative so now they are 'going to call me back as soon as possible'...I'm not holding my breath!

I am soooo angry! I have literally no food or drink in my house - hence the shopping order! What are my rights here? As far as they were concerned the order was delivered so my account will be charged. And what about the person whom wrongfully accepted the order? Is that fraud? Identity theft? I just want my goddmn food

What should my next steps be? Has anyone else been in this position?

custardy

hmm no idea but free bump in the hope someone knows
is the store close enough to go in person?

MRS_TO_BE_2

Any update on what happened?

NewFoundGlory_2

MRS_TO_BE wrote: »

Any update on what happened?

Yeah, it was delivered two days later after more and more phone calls...5 items were missing or completely wrong/different (I specifically asked for no substitutes and was charged for the missing items).

When I called again the next day they said that the order had not been delivered...so I was blatently lied to by the first lady I spoke to...

On one of my phone calls with the store (direct, not customer services) I was told I would not be charged for the shopping, but a few days later the payment had gone through, I called the store again and no one knew what I was talking about...asked for the man i spoke to (who said the order would not be charged) and he was 'not avaliable' and has not been everytime I called back since...so I have ended up sending a letter to Asda (4 pages long!) complaining...not heard anything back yet but will update the thread when i do , although, not exactly holding my breath :mad:!

danfx

i am not doing buisness with asda again. ever! there screw ups and too expensive anyone that works for them on here i hate u too i hope asda runs in debt or someone like osama blows up all there stores cos there CRAP! AND way to expensive. SCREW ASDA.

adamtango

danfx wrote: »

AND way to expensive

!!!!!! i actually feel sorry for you if you find Asda too expensive.

Ive always found everything to be very reasonably priced.

If its too expensive for you , don't shop there.

I might not be able to afford to shop at Harrods , but i dont go around shouting SCREW HARRODS just because i can't afford to shop there.

Nomad25

Hi

I use ASDA home delivery, so far reasonably ok. However, as I had sent some items back I had a look to see when they would be credited. 7-10 days according to their website, so you still might get the shopping f.o.c.

I have rung them a couple of times, the customer service line comes up with a message 'this line is not accepting calls at the moment' [words to that equivalent]. Fat lot of good that is. It's obvious when you do get through, that's it a call centre in oomigooli land.

I empathise with your vent, but as the shopping has to be signed for, this would fall in your favour in the event of legal dispute, it would obviously show up as a forgery.

One other thing you might take on board when you've calmed down a bit: 4 pages of a complaining letter is really too long and will probably include lots of irrelevant stuff to the recipient.

It's best to vent it all out in writing and then prune it hard. The recommendation is not more than 1 page which should be enough to get your point across.

Keep us updated on how you get on.

NewFoundGlory_2

Okay just wanted to update this thread. I sent my letter first class recorded a couple of weeks ago so last night I sent the letter in the form of an email instead as I had heard nothing. I received a call today from a store representative who was very apologetic and issued my refund (will have to wait and see if it actually goes through!).

All in all I am happy with the outcome but I still doubt I will be using them again as I have used Tesco since then, there is a very small price difference in the products I buy and I feel that this is offset by the clubcard points/deals etc

Akom

I used to use Asda home delivery, however they were very unreliable and lots of stuff would be missing. Sometimes their substitutes would make me laugh.

Ordered hand soap. Out of stock so they sent me hand lotion instead

I do find Asda very resonable and always cheaper overall than any of the other big supermarkets.

Not one to cut my nose off to spite my face so just drive there myself now.

I get more yellow sticker deals as well, so more savings. :T