Asda Home Shopping - can you credit this response?

Savvy_Sue

If you use Asda Home Shopping, they say you can contact them by email. But I have NEVER had a proper reply to an email sent to them. If it was something I needed an answer to, I've always had to phone them.

The latest gripe concerns their failure to deliver some of my order: there were a few items neither delivered nor charged, but 5 things had been charged and not delivered - presumably left on the van by mistake. The delivery was on Friday evening: I phoned the central number twice then, and again on Saturday morning. They gave me the (wrong) number for the store which delivers my stuff, and as they'd failed to phone me I phoned the store 5 or 6 times throughout Saturday.

Eventually I endured several minutes of Mozart played on the Xylophone because the home shopping lady had failed to return my calls and yes thank you I would hold while she finished another call / was called from picking on the store floor / someone went to find her loading vans by the back door.
After the shopping eventually arrived - well done Gary, at least you understand that when you've made a c0ck-up it's time to stop making excuses and grovel - I sent Asda Home Shopping an email to ask for at least my delivery charge to be refunded, and I asked for a response by email. It sounds as if they phoned on Sunday morning to say no-one would be available to deal with my email until Monday, but one can never be certain when a teenager takes the message, and I did ask them to email. OK I didn't specifically say "Please don't phone" but if a customer says "I would like a response by email" then does it sound as if they want you to phone? ???

Anyway, Monday has just finished and they have neither phoned nor emailed me today so I've sent them a chaser email. But I'm not holding my breath.

Name and email address for chief exec or MD of Asda, anyone?

Aussie

Here's Asda head office details, can't think of the surname of the guy you want but he's called Tony...

Asda Head Office Asda Stores Limited Asda House South Bank Great Wilson Street
Leeds LS11 5AD Tel: 0113 2418412 Website: https://www.asda.co.uk

Aussie

Tony de Nunzio is the man you're after  :)

Asda president and chief executive

Savvy_Sue

Thanks Aussie. Think he'll be getting a letter from me: I asked for a 'Read' receipt when I sent the email on Saturday night / Sunday morning, and they appear to have 'read' it twice, the first time on Monday evening and then again this evening. The one I sent on Monday evening hasn't yet had a receipt. But no-one's actually replied to the email. I ask you!

Savvy_Sue

I can't quite believe this. Four days after I sent an email of complaint, I got this response:

Thank you for your email.

Could you please email me a valid question

Look forward to hearing from you shortly

Now I know my email had only one question mark, right at the end of a detailed statement of how difficult it had been to get everything I'd been charged for delivered, and it was "Can Asda supply a reliable home shopping service?". But I started with this:

"I am writing to complain about the difficulties I experienced with my latest order, and I would like a response by email please. I would also like, at the very least, to have my delivery charge refunded to compensate me for the time I have spent on the telephone to you and to Asda Patchway."

To anyone with a reasonable command of the English language, are there not two valid questions there? To wit: "Please can someone email me?" and "Please can I have my delivery charge refunded?"

16011996

thats terrible. hope you get it sorted.

Savvy_Sue

An update to this saga. Early in January I wrote to Tony de Nunzio saying how dissatisfied I'd been, and saying that I felt discriminated against because I never seemed to get a satisfactory reply to emails, if indeed I had any response at all.

It took a few days, but I got a reply from him with a £20 gift card. And he said that all emails should get a response within 2 hours.

Armed with that information, I've placed another order with the home shopping service. We shall see ...

BTW, I often say I feel discriminated against if I can't use email to contact companies, and point out that many people prefer not to use the phone because of hearing or other difficulties. In my own case I CAN use the phone, although I rarely have time to do so at work, and I am losing my hearing. But email is free, so why should I pay? Especially as I can express myself so much better in writing without someone from "customer services" reading a script instead of listening to what I say?

tiff

Hi Sue, I'm starting work in Asda Patchway next week for an outside company, will let them know their customer service stinks lol

pickle

"all emails should get a response within 2 hours" - i hear that word should a lot. How about you? Every time you make a complaint about something it's always "it should'a happened" - but it NEVER DOES.

Savvy_Sue

tiff wrote:

Hi Sue, I'm starting work in Asda Patchway next week for an outside company, will let them know their customer service stinks lol

Just remembered, I nipped in there just before christmas and there was a lady doing surveys for an outside company. I said I rarely used Asda now, much preferred Morrisons, and she agreed with me! Quite uncomplimentary about Asda, I thought she was actually quite unprofessional about it, don't suppose Asda would have been very happy if they'd been able to hear her, together we were singing Morrion's praises!

Savvy_Sue

Shopping arrived OK, nothing missing from what they said should be there, and in good time. But one of the bottles of milk had leaked all over the place so I sent off an email on Friday night. Still waiting for a reply ... so much for the two hour response time!