ASDA cancelled Home Delivery - BUT STILL TOOK THE MONEY! Help!

r.a.i.n.b.o.w

:mad:

I had an ASDA order scheduled for yesterday, but the phoned at 10am to tell me they couldn't deliver due to the weather. Fair enough. BUT they still took the money from my account! I phoned my local home shopping store, only to be told that the home shopping team weren't in that day and that "it's normal" to have the money taken! She tried to pass me onto a manager, but the phone just rang out. Subsequent calls were also unsuccessful.

I also phoned the call centre, to rearrange delivery, but they couldn't guarantee that the money wouldn't be taken from my account a second time, and therein lies my problem - I spent my limited weekly income on my £70 shopping, and now they've taken that, I have NOTHING. No money to buy shopping.

I got a call back from the accounts team at the call centre, saying that they haven't actually "taken" the money, it's just being "held", and that it will be released within the next 10 days. TEN DAYS! !!!!!! am I supposed to do in the meantime?! I have no money!

I'm going to complain to head office (anyone got a good email for me?) - in the meantime, how do I get ASDA to release the money quicker?

ebsay2000

Sorry to hear about your problem!

Ive found to my financial discomfort............that Asda take the money the night before delivery!

Long before the shopping has even been picked!!

I had a £10 bottle of wine not available and not substituted...........yet it took 5 days to get the refund back!

Also when ive ordered for monday delivery, its been cancelled cos they tried to take the money on sunday......but my benefit doesnt go into my bank till monday!!

Tesco and Sainsburys only take the money from your card/bank when its been picked and totalled up ............sometimes more or less........by the actual pickers!

Asda do have a flaming nerve!!!!

stephmcuk

Sorry it happened but there's not much that can be done about getting the money released faster i dont think. They did this to me last summer but for me it was only 35.00 of BBQ food and i could afford to get more very last minute. Just keep complaining because they shouldn't get away with doing that. Hopefully it wont take the full 10 days to get it back tho...i think it took about 5 working day to get my money back.

r.a.i.n.b.o.w

:eek:

My bank (Barclays) have got the money back for me!

I phoned, got through to a Northern-accent lady who was very helpful and pleasant and spoke to her supervisor who got the funds released! The money will be back in my bank by this evening!

Drinks all round!:beer:


So now to contact ASDA to complain...

earthmother

I had a similar issue with Tesco last time we had snow - but in my case they actually 'forgot' to process the £100+ refund despite me calling them more than once, and it took over a month to get the money back.


Ocado don't take the money until it has been physically delivered - any doorstep returns are taken off there and then so you don't have to wait for refunds to come floating through a week later either. (They price match to Tesco on a lot of goods - on this weeks order they were over £20 cheaper on the exact same products according to mysupermarket - and this is basics - milk, cereal, juice etc - not fancy stuff)

r.a.i.n.b.o.w

I'm definitely going to look at Ocado - I also use Sainsburys, who I never have any problems with at all. Shame ASDA's so cheap

Curlywurli

I actually find the opposite which is really annoying. Asda don't take the money out of my account until at least five days later. I have to constantly check my account to see if it's gone out yet to see what I've got left for the rest of the month. Tesco always take mine the same day.

SUPERJULES

I had the same problem with Disney land Paris, I kept trying to book a holiday but it kept saying error so I tried different cards, the money had not been taken but was held for about a wee £8k lol!!

cc company informed me it would not appear on my statement while it was held, that was fun!

pullenuk

Thats not fair, hope you get it sorted and ask for some sort of discount on your next order because thats not fair.

By the way they shouldn't take money until the day of your delivery. I work for Sainsburys Online, we charge the card once the shopping is finished, give all the paperwork that the driver needs that contains your repiepts and paperwork and thats it. All refunds and stuff are processed same day, when the driver gets back as well. (even so that might take the usual upto 10 working days rubbish).

Ask your driver to see where the ASDA order comes from. If it comes from a local store, ask for the store phone number (driver might have it on his mobile or something). Give them a ring and ask to speak to the online manager, calling the call centre means they have to contact the store etc etc. Best to go direct sometimes.
I rarely do it with my job, but sometimes I feel speaking to a manager that I can also deal with to help any problems work best. I can't speak to the call centre face to face, but I can with my store manager and I can simply pass on how the customer feels. Though it happens rarely, thank God too otherwise my store manager would hate me lol!

loralu_2

i've had a delivery from asda tues, wed and tonight! they are useless! they missed items with my first delivery, then missed some of the missing items on wednesday! finally got everything tonight (had to wait in all evening - they wouldn't give me a time!) and one products wrong and cheaper than what i've paid for (only 40p but not the point) iv phoned asda 5 times to get it sorted and they kept telling me they would ring me back - never did! i just had to keep ringing! it was my first online shop with asda, and my last!

RACHAEL

I had a delivery scheduled for this evening with Asda home delivery...because we have had a snow fall and knowing how we seem to come to a standstill in these conditions i telephoned customer services (at premium rate) this morning to check if they were still delivering as scheduled. I was assured that there was no problems with deliveries.
At three o clock this afternoon the driver rang to ask if i minded if he delivered early and said he would be with me in the next couple of hours. At seven o clock i recieved a call from the same driver saying he was very sorry but because of the weather conditions (which i might add were better than when i called them this morning) he wouldnt be making any more deliveries today! he said if i would like to re-order my shopping (as in spend another two hours on line and wait till next week for the shopping that i needed now) they would be happy to help!!! well i was speechless for several minutes and then became very angry, i contacted the same customer services who had told me there was no problems with deliveries to be told that they were sorry but the store was refusing to do any more deliveries today. I calmly asked could they please re-schedule my delivery for tomorro morning, which seems the sensible thing to do (doesnt it?) but was told very sorry but no you will have to re-order as the store has cancelled your order now Grrrrrrrrrrr needless to say i will now be looking elsewhere to do my shopping.:mad: