Asda

princessmoneysaver

My MIL did an order online for ASDA to be deleivered between 4 & 7 on Monday this week, this arrived at 10pm (THREE hours over the delievery time slot) & the van had broken down so all her frozen shopping had defrosted so she said she didn't want it. She phoned to complain to be told to phone back the following day as they can only deal with complaints between 9 & 5. She phoned back the next day & the person she spoke to said she would make sure the correct amount was charged, no word of when or if she would get her frozen stuff frozen! :mad: On checking her bank account today the £10 e vocuher she used hasn't been taken off so she phoned again to be told that because the value of shopping deleivered (minus the defrosted frozen stuff which she couldn't use) was under the £50 value of the voucger she couldn't have this taken off nor could she have any discount for it being so late. Although the person she spoke to today has said they will speak to somone higher up to see if anything could be done about this but the person she spoke to didn't seam very happy about having to do this. Can anyone reccomend what to do now? :mad:

Thanks

Yvonne

Queenie

Quite possibly the person spoken to on the phone may not have the relevant "authority" to deal with it (hence, saying they would speak to someone senior)

In *any* complaint scenario ... always, always put it in "writing" (and keep coipes!!).

Get a letter off to the Manager. Stick to the facts only. Suchandsuch a date, ordered suchandsuch etc., etc. Keep it very calm and factual.

I know it won't give instant gratification but it will get to the person who is meant to deal with it.

Very best of luck.

webmasterpolo

Including a link to this forum posting may also help them see sense and provide compensation in addition to honouring the original contract of sale.

scheming_gypsy

YvonneCrossland wrote:

the person she spoke to said she would make sure the correct amount was charged, no word of when or if she would get her frozen stuff frozen!

Answer to that would probably be, she ain't getting her frozen stuff. Seeing as she declinded delivery of it and they've said they'd refund the difference then it's been knocked off the order.

princessmoneysaver

What was she supposed to do with thawed out frozen stuff? An odd item you could probably use but not a whole shop's worth.

scheming_gypsy

not much but cos you can't do anything with it you reject it but cos you reject it they class it as cancelled the order by the sound of it.

princessmoneysaver

Oh right cos we were under the impression that it would be redelievered at a later date.

RAMBLER

I had a similar situation when I ordered 10 salmon florentines and only 2 came.
I also had used an e-voucher for over £50 and when I asked the driver if I would still get the saving because my order was under now, he said it would be honoured. Apparantly this is standard practice and looks like you've been hard done by...

IvanOpinion

Unfortunate ... I agree with S-G, and would guess that they are refunding the frozen goods and not intending to redeliver them.

The issue with the voucher is probably to do with computerised systems. When you make orders using computerised systems, pay by computerised systems, enter computerised voucher codes etc. you can not complain when the computer follows the rules it has been given i.e. if order value is greater than or equal to £50 then deduct £10, if order value is less than £10 then reject coupon. I would be pretty sure that the computer did not realise that the chaps van had broken down ... not unless HAL is watching us

While an operator may have discretionary right to remove items from an order the application of a voucher may need supervisor authority (to help stop fraud). I am sure they will sort this out for you and maybe even offer a gesture of goodwill but it may require MIL to reorder her frozen goods again.

This is a trivial matter, it is unfortunate but it is absolutely nothing to get worried about. Unfortunately it is a symptom of the 21st century, new technology and services and the fight against fraud.

ivan

princessmoneysaver

I have spoken to someone else who has had this problem before & they said they got the frozen stuff deleivered the day after. She's still trying to get it sorted out now to see if she can do this.