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Disgusted with Asda Customer Services
devon007
Posts: 60 Forumite
Long story short. Dashed in to Asda about 3.20 p.m. today. Did a quick shop. Went to self service till to use a prepaid debit card which I knew had £17 credit still on it. My shopping was £14.43. Card is a swipe and sign, not a chip and pin, but had been used in there last week successfully. Completed swiping shopping through, swiped card and was about to sign the signature pad when the machine crashed. Assistant said sorry but you need to move to a new till and start agian, which I did. BUT the first machine had already taken the money off my card so the second machine declined it due to lack of money!!!!
The Assistant could do nothing, called Customer Service Manager who refused to accept that my card had been debited, refused to let me take the goods (they were only £14.43 remember! and included some chilled goods), refused to even take my name and address despite being offered my driving licence and me saying I would either bring in a printout of my statement showing the payment or bring the money in if indeed it had not gone through (which I doubted), and generally totally unhelpful. Would not listen to anything I said and just would not be reasonable, kept citingcompany policy at me. Said I needed to pay by an alternative method - why should I - it was clear my card had been debited, but he just kept saying he could not confirm that! I could not have my goods until he was 100% certain I had paid - idiot!!! I dashed home and checked on line - yup my card had been debited. Rang the store and told him (bear in mind the store is 5 mins walk from my home)and said what was he going to do - he says you can come in tomorrow and collect your goods. No way - I am not purchasing anything from your company, in effect you stole my goods this afternoon and I no longer want to bring my custom to your store. WEll I will send a gift card - no thank you, I do NOT want to be your customer, I want my money back. I now have to go back tomorrow at 8 a.m. to get my money - at my inconvenience not theirs!
So they have had my money, have my goods, and I have to now go back for MY OWN MONEY - not good enough Asda. You lost a good customer and I will go out of my way to repeat this to everyone I know. If only you had seen fit to deliver my shopping to me this afternoon with a big bouquet by way of apology you could have actually saved the day - but I guess customer service is not high on your agenda, despite the recession!!!!
Bad bad bad show Asda! Your floor staff told me the self service tills have been crashing all day - why did they not switch them off altogether. Whilst I was there arguing the Customer Service Manager (some 15 mins) I saw at least four other machines go down in that area! You have a huge problem, not just with your machines, but with your staff and your attitude to your customers and low prices will not sort those problems out!
The Assistant could do nothing, called Customer Service Manager who refused to accept that my card had been debited, refused to let me take the goods (they were only £14.43 remember! and included some chilled goods), refused to even take my name and address despite being offered my driving licence and me saying I would either bring in a printout of my statement showing the payment or bring the money in if indeed it had not gone through (which I doubted), and generally totally unhelpful. Would not listen to anything I said and just would not be reasonable, kept citingcompany policy at me. Said I needed to pay by an alternative method - why should I - it was clear my card had been debited, but he just kept saying he could not confirm that! I could not have my goods until he was 100% certain I had paid - idiot!!! I dashed home and checked on line - yup my card had been debited. Rang the store and told him (bear in mind the store is 5 mins walk from my home)and said what was he going to do - he says you can come in tomorrow and collect your goods. No way - I am not purchasing anything from your company, in effect you stole my goods this afternoon and I no longer want to bring my custom to your store. WEll I will send a gift card - no thank you, I do NOT want to be your customer, I want my money back. I now have to go back tomorrow at 8 a.m. to get my money - at my inconvenience not theirs!
So they have had my money, have my goods, and I have to now go back for MY OWN MONEY - not good enough Asda. You lost a good customer and I will go out of my way to repeat this to everyone I know. If only you had seen fit to deliver my shopping to me this afternoon with a big bouquet by way of apology you could have actually saved the day - but I guess customer service is not high on your agenda, despite the recession!!!!
Bad bad bad show Asda! Your floor staff told me the self service tills have been crashing all day - why did they not switch them off altogether. Whilst I was there arguing the Customer Service Manager (some 15 mins) I saw at least four other machines go down in that area! You have a huge problem, not just with your machines, but with your staff and your attitude to your customers and low prices will not sort those problems out!
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Comments
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I would tell all this to head office, see what they have to say.
Email or letter.I Hate Jobsworths!!!0 -
Contact head office definately0
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Can not blame you taking your custom elsewhere, the way some of the CS staff talk to customers who lets face it pay their wages is nothing more than down right rude. The other day I went in to Asda for a few bits and pieces and was in a queue when I was signalled gestapo like by one of their jobs worths to join a smaller queue. I did not budge because I feel if someone has not the decency to open their mouth and be polite why stand for hand like signals. Anyway to cut a long story short she came over and said "I said you could go over to the shorter queue" of course I politely said that it was the manner in the way you went about it and I thought your rude mannerisms was best ignored then of course came the apologies.
Back to your scenario and another example of why Asda seem to be losing lots of good customers and rightly so, how half of these muppets get through their interviews totally surpasses me.Duck Kite....he Carrie the bag cement and bucket water and sand on the broad breaking back in prepare the ground work. He is Mr Raffle Bennett's unskilled but conciergecious labia. He a Jackal traits and master of nunchucks.0 -
Long story short. Dashed in to Asda about 3.20 p.m. today. Did a quick shop. Went to self service till to use a prepaid debit card which I knew had £17 credit still on it. My shopping was £14.43. Card is a swipe and sign, not a chip and pin, but had been used in there last week successfully. Completed swiping shopping through, swiped card and was about to sign the signature pad when the machine crashed. Assistant said sorry but you need to move to a new till and start agian, which I did. BUT the first machine had already taken the money off my card so the second machine declined it due to lack of money!!!!
The Assistant could do nothing, called Customer Service Manager who refused to accept that my card had been debited, refused to let me take the goods (they were only £14.43 remember! and included some chilled goods), refused to even take my name and address despite being offered my driving licence and me saying I would either bring in a printout of my statement showing the payment or bring the money in if indeed it had not gone through (which I doubted), and generally totally unhelpful. Would not listen to anything I said and just would not be reasonable, kept citingcompany policy at me. Said I needed to pay by an alternative method - why should I - it was clear my card had been debited, but he just kept saying he could not confirm that! I could not have my goods until he was 100% certain I had paid - idiot!!! I dashed home and checked on line - yup my card had been debited. Rang the store and told him (bear in mind the store is 5 mins walk from my home)and said what was he going to do - he says you can come in tomorrow and collect your goods. No way - I am not purchasing anything from your company, in effect you stole my goods this afternoon and I no longer want to bring my custom to your store. WEll I will send a gift card - no thank you, I do NOT want to be your customer, I want my money back. I now have to go back tomorrow at 8 a.m. to get my money - at my inconvenience not theirs!
So they have had my money, have my goods, and I have to now go back for MY OWN MONEY - not good enough Asda. You lost a good customer and I will go out of my way to repeat this to everyone I know. If only you had seen fit to deliver my shopping to me this afternoon with a big bouquet by way of apology you could have actually saved the day - but I guess customer service is not high on your agenda, despite the recession!!!!
Bad bad bad show Asda! Your floor staff told me the self service tills have been crashing all day - why did they not switch them off altogether. Whilst I was there arguing the Customer Service Manager (some 15 mins) I saw at least four other machines go down in that area! You have a huge problem, not just with your machines, but with your staff and your attitude to your customers and low prices will not sort those problems out!
Complete overreaction. I doubt they will miss your trade with your poor attitude.Gone ... or have I?0 -
Thank you for your comment - I hope you get even worse treatment than I did!Complete overreaction. I doubt they will miss your trade with your poor attitude.
Especially when £14.43 happens to represent one-fifth of my weekly income at the moment!
If you cannot say something nice - then either keep your mouth firmly closed or stay away from my threads!0 -
Complete overreaction. I doubt they will miss your trade with your poor attitude.
I completely disagree.
The OP has been left with no shopping and no way of getting any now. What if something in that shop had been urgent?
In the very least, the manager could have offered to take the shopping round once the store had closed with an apology and the gift card that they were talking about.
It's poor customer service. And a store like ASDA should and do know better. Any customer service departement worth their salt would have handled this situation much better."One day I realised that when you are lying in your grave, it's no good saying, "I was too shy, too frightened."
Because by then you've blown your chances. That's it."0 -
I completely disagree.
The OP has been left with no shopping and no way of getting any now. What if something in that shop had been urgent?
In the very least, the manager could have offered to take the shopping round once the store had closed with an apology and the gift card that they were talking about.
It's poor customer service. And a store like ASDA should and do know better. Any customer service departement worth their salt would have handled this situation much better.
Thank you mrcow - as it happens there was something urgent in it - Tea Bags! I had run out. I also picked up a lovely cream and jam sponge reduced from £1 to 30p which I was looking forward to having with my cup of tea. I had to go around to a friend and borrow some tea bags till tomorrow. As it happens, Somerfield is much much closer - just 2 mins away. So I shall be in there for my tea bags after I have picked my refund monies up from Asda tomorrow morning.
Obviously I told my friend why I was asking for some tea bags. She was horrified but admitted she takes the car to Tesco rather than use Asda (which is as near to her as it is to me) because she finds it such an awful store. Why was I not surprised :-(0 -
The sad thing is if the store had actually been bothered to, a quick query on the back office system would show the transaction as having been authorised, thus proving the transfer of cash and the payment for the goods. This would have taken all of 30 seconds for a reasonably trained monkey to perform and is something I used to do at B&Q 8 years ago, so I'm certain that it probably takes even less time now.Starting Debt: ~£20,000 01/01/2009. DFD: 20/11/2009 :j
Do something amazing. GIVE BLOOD.0 -
Complete overreaction. I doubt they will miss your trade with your poor attitude.
I've just accidentally thanked you - and I certainly didn't mean to!!!
The only people with a poor attitude are the ones in Asda who gave the OP a hard time. I'm sure they won't miss her trade - but thats no excuse for treating a customer in this unpleasant manner. I hope she contacts |head Office and gets an apology and some sort of 'sweetener' such as a gift card. And I hope she finds a different Asda store to spend it in!ELITE 5:2
# 42
11st2lbs down to 9st2lbs - another 5lbs gone due to alcohol abuse (head down toilet syndrome)0 -
What LeeSouthEast says.
I had the same happen to me in Aldi. The cashier, very apologetic, explained that card machines do play up sometimes and called the deputy store manager. Who went off to check the computers and confirmed that according to their till logs the payment had been taken. I later checked with my bank statements and everything worked out.
Why they couldn't do that in Asda is beyond me.0
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