Asda Overcharging policy

merlin48

Does anyone know of a change to the policy in relation to "the unlikely event of being overcharged" at Asda. I was recently overcharged by 35p on a frozen pizza but did not notice until I had got home. I returned to the store the next day and received the overpaid 35p but when I inquired about a £2 gift card I was told that they "no longer did that". Further enquiries brought forth the explanation that it had stopped a couple of weeks before. I have searched the Asda website and cant find the policy but remember that it was difficult to find in the past. Can anyone help before I rattle off a letter to Andy Bond?

DCFC79

Ok you may not like my opinion and there may be others so here goes, your bothered about a £2 gift card, you got the 35p back what more do you want. I wouldn't bother writing a letter

merlin48

DCFC79 wrote: »

Ok you may not like my opinion and there may be others so here goes, your bothered about a £2 gift card, you got the 35p back what more do you want. I wouldn't bother writing a letter

Thanks for your response and I accept your right to your view. The what more I want is a measure which deters large stores from regularly overcharging customers many of whom either don't notice or cannot return to the store. If the CS assistant is to be believed then Asda do not currently have a published policy in relation to overcharging having removed their previous policy without too much publicity. That cannot be right. I can understand that customers should not expect to profit from store's mistakes but would think that the minimum that a store should do in these circumstances is to make some form of payment to charity.

kitschkitty

http://www.asda.co.uk/corp/customer_service/FAQs.htm (very bottom of the page)

taken from this thread: http://forums.moneysavingexpert.com/showthread.html?p=15171695&highlight=asda+mum#post15171695

philatio

Ok you may not like my opinion and there may be others so here goes, your bothered about a £2 gift card, you got the 35p back what more do you want. I wouldn't bother writing a letter

Ignore the troll. He seems to be posting unhelpful comments in every other thread.

Write to/email ASDA head office and complain. You'll get your gift card.

I was overcharged in Sainsburys the other day. Emailed their customer services.. got £5 worth of Nectar points.

bubblegumcola

Its definitely worth emailing them as I did that when I was overcharged 4 quid on a box of nappies that were on special offer. I got my 4 quid back at customer services but wasn't offered the 2 quid gift card, wasn't until I got home and started to read their Asda mag that I realised I should have got a gift card. I emailed them, quoting them the rough time I was in the store and the branch. Got my gift card the following week from their head office no problem.:j

You could also print off the policy from their website and keep it in your handbag to show them if you are ever overcharged in the future!! If they advertise the 2 quid gift card in their overcharging policy they should honour it in all stores.

aMeLia'S~MuMMY

YOu can just ring Customer services aswell , however if you do email ask them to clarify the policy and then you can print it off and take it to the store with you ready for next time ( as there will no-doubt be another one;) ) they may also ask you what store it was that quibbled with you

Sooler

merlin48 wrote: »

I can understand that customers should not expect to profit from store's mistakes but would think that the minimum that a store should do in these circumstances is to make some form of payment to charity.

Will you writing a letter to request a £2 gift card or that they make a donation to charity?

merlin48

Sooler wrote: »

Will you writing a letter to request a £2 gift card or that they make a donation to charity?

I thought about asking them to apply their policy and try to ensure that their CS staff do not give misleading information (or do I mean tell lies?). Given my extra journey and the cost of a postage stamp I will still be out of pocket. What would you do in those circumstances?

jordylass

This happened to me a couple of weeks ago in Asda. I bought 2 bars of the same chocolate and was overcharged by about 10p on them. I went to CS, gave me the difference no bother. I asked for and got the £2 card, would not have been offered if i had not known. Said I wanted 2 x £2 as had been overcharged on both bars and policy is per item, was told that was not the case. Asked to see manager, while waiting for her (15 mins) googled Asda Overcharge Policy and their own website was first hit back, If I had not found that page she would have refused the second card, she also said the policy had changed a couple of weeks ago.

It is worth noting as well if you have brass you know what's the policy is for a mischarge not an overprice, so if you get undercharged on an item you get the £2 card.

Lakeuk

I'd write a letter pointing out the costs you've incurred, that although you've been refunded the amount in error that you're still out of pocket. Also pointing out their current policy stated on their website.

It's in retailers interests to do this sort of thing as they're always at risk of a fine upto £1000 if trading standards were to take a mis-price/described case forward.