We’d like to remind Forumites to please avoid political debate on the Forum.
This is to keep it a safe and useful space for MoneySaving discussions. Threads that are – or become – political in nature may be removed in line with the Forum’s rules. Thank you for your understanding.
📨 Have you signed up to the Forum's new Email Digest yet? Get a selection of trending threads sent straight to your inbox daily, weekly or monthly!
The Forum now has a brand new text editor, adding a bunch of handy features to use when creating posts. Read more in our how-to guide
Disgusted with Asda Customer Services
Comments
-
Complete overreaction. I doubt they will miss your trade with your poor attitude.
OP has good reason to be very unhappy. This sort of thing needs to go straight to ASDA head office.
OP when you contact them, make sure you impress upon them the fact that you are on a very limited income and that you were unable to purchase any more food as a result. When all it takes is a nose around the back office to confirm that your transaction had gone through, the treatment you got was well out of line.0 -
LeeSouthEast wrote: »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.
absolutely, would have taken no time at all to call the card provider and confirm. I suggest that you go to the Adsa website, look for the names of the directors and email them directly, that usually gets you a swift and positive response.Let's get ready to bumble! :rotfl:0 -
Thanks for all the messages - Update - I went in at 8 a.m. The Deputy Manager was not available so yet again I got fobbed off with a Customer Services Manager. I wonder if Asda just don't care, or just don't realise that the more they fob you off the less inclined you will ever be to give them your custom again. Once I am back at work my income will increase hugely but the spending power will not go to Asda or Walmart in future!
Anyhows, CSM produced a computer printout that his colleague from yesterday left for him (which supports you kind folks who said he could have sorted it yesterday afternoon!) but then told me the monies would be in a suspense account and because of that it would be 2-3 days before it appeared back in my account! I had tried to access the card online this morning but sadly the host site was down. I have accessed again just now and it says exactly what it said yesterday :mad:
In the end they had decided to refund the money to me anyway. No compensation nothing, just the cash back. Which I accepted but said that if it does come back to my card I will bring the cash back straight away. I do not want to make money out of them but I wanted answers - which he could not give me because he was not in yesterday. He did not know why their faulty self service machines had been allowed to continue working when they were constantly crashing (I was there 15 mins yesterday arguing my transaction and in that time there was two machines crashed out of action totally and severally stalled and re-started).
I gave the CSM a copy of a letter I am sending to Head Office, but think the idea of emailing also is a great idea - thanks!
BTW LeeSouthEast I mentioned to him about checking in the back office and he denied they had that facility (yet he provided me a printout obtained later the same Sunday - odd!)0 -
Just to add further support; do write to their customer services; they seem to care enough about it to have www.tellasda.com where customers can fill out a survey in the hope of winning the monthly £1k draw. And then maybe if you get a gift card from them, spend it online or give it to someone as a pressie; if you know someone living near another branch.
Asda are sneaky; they overcharged me for an item. I noticed before I left the store, went to CS to get my difference refunded and the £2 giftcard they are meant to give when this happens. They got someone to remove the SEL so I couldn't "prove" this discrepancy. Not been back since. It's also why I'm saving for a breadmaker and stuff like that, so I can rely less and less on supermarkets as I hate them.0 -
Complete overreaction. I doubt they will miss your trade with your poor attitude.
shock horror, you dont have anything nice to say!!!:rolleyes::mad:
OP
i have been in a situation before where ive had my last £20 and been and got essentials, if this had happened to me then i think i would have had a nervous breakdown. The way they treated you is disgusting and i dont blame you for not wanting to shop there again.The asda near me and the tesco near me are both useless in dealing with complaints, and as for the home delivery, its a complete joke.
i hope it doesnt happen again
:cool:minds is willing , soul remains, this woman cannot be saved :cool:;););););););):A;);););););););)
0 -
Firstly, I don't work for Asda but for a different supermarket chain. However, I do back office work so I deal with cases like the all the time.
They were wrong by not explaining the process to you fully BUT they were right when they didn't allow you to take the shopping.
When the machine crashed, the transaction had not been fully completed. When you swipe your card/put it into the chip and pin reader, the machine goes to the bank and holds the amount requested. It does this to check that the funds are available. If, for any reason (till failure, forgotten pin etc..) the transaction is aborted before the pin is entered or the slip/pad is signed then the funds are still held, waiting for authorisation. These are held generally for 1 or 2 business days. So when you changed to a different till and tried to process the transaction again, the bank is still holding money and waiting for authorisation for the first failed transaction.
The money is not debited from the account until the transaction has been completed. While it may appear to be debited (I've never used prepaid cards so I don't know whether it comes out of the account completely and is then returned) the money is only under a hold. It is not transferred to the supermarket until the transaction is completed, it is still with the card provider albeit under a hold.
From the way the CSM talked, I'm almost positive that they knew this is what had happened and they were right to ask for another method of payment as the shopping hadn't actually been paid for. However, they really should have explained this to you fully at the time.
As for the point about checking the back office systems, as I said before, I can't comment directly on Asda's system but where I work (another of the big 4 supermarkets), the card processing system isn't updated until the next day. They may be able to access the till transaction log but with tills crashing, it may not show that transaction.
Anyway, the short version is that while they were technically right, the way Asda dealt with this was wrong. They should have explained what had happened properly and I would write to them about that. The money should reappear in your account tomorrow or Wednesday at the latest.
Hope my explanation gives you a bit of an insight as to why they did what they did since they didn't bother to tell you themselves!0 -
They should have explained what had happened properly
They should have also issued a £10 gift card on the spot to allow the OP to buy any urgent groceries whilst waiting the three days for their refund.
Good customer service isn't about being "right". It's about putting the customer's needs in the forefront of your mind whist coming to a satisfactory outcome for everyone involved."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 -
BUT they were right when they didn't allow you to take the shopping.
When the machine crashed, the transaction had not been fully completed. When you swipe your card/put it into the chip and pin reader, the machine goes to the bank and holds the amount requested. It does this to check that the funds are available. If, for any reason (till failure, forgotten pin etc..) the transaction is aborted before the pin is entered or the slip/pad is signed then the funds are still held, waiting for authorisation. These are held generally for 1 or 2 business days. So when you changed to a different till and tried to process the transaction again, the bank is still holding money and waiting for authorisation for the first failed transaction.
The money is not debited from the account until the transaction has been completed. While it may appear to be debited (I've never used prepaid cards so I don't know whether it comes out of the account completely and is then returned) the money is only under a hold. It is not transferred to the supermarket until the transaction is completed, it is still with the card provider albeit under a hold.
From the way the CSM talked, I'm almost positive that they knew this is what had happened and they were right to ask for another method of payment as the shopping hadn't actually been paid for. However, they really should have explained this to you fully at the time.
I disagree, it is not up to the customer to ensure that asda are able to take payment, asda were completely unreasonable imo.
Technical issues are not for the customer to consider, company/bank policy or the law is not always right.0 -
They should have also issued a £10 gift card on the spot to allow the OP to buy any urgent groceries whilst waiting the three days for their refund.
Good customer service isn't about being "right". It's about putting the customer's needs in the forefront of your mind whist coming to a satisfactory outcome for everyone involved.
I should have been clearer. When I said 'right' I meant that they obviously couldn't let the OP leave with shopping that hadn't been paid for. However, taking the OP's personal circumstances into account and the fact that it was their (obviously misfunctioning) machine that caused the problem, they should have provided a better resolution.0 -
Ooo Asda!! I'm always suprised to hear bad things about Asda because I'm in our local Asda most days, and so far (touch wood) I've always had a good experience of them.
I feel you were treated awfully by Asda customer services.
A couple of months ago at Tesco the till crashed just as I'd put my card into the chip and pin reader, the lady on the till called a supervisor (apparently this had happened to this till before) and they told me they weren't sure whether the payment had gone through or not - but I could take the shopping home. Her actual words were 'tough luck for Tesco' if the payment hadn't gone through. (payment wasn't taken, free shopping for me! £25's worth!)0
This discussion has been closed.
Confirm your email address to Create Threads and Reply
Categories
- All Categories
- 353.6K Banking & Borrowing
- 254.2K Reduce Debt & Boost Income
- 455.1K Spending & Discounts
- 246.7K Work, Benefits & Business
- 603.2K Mortgages, Homes & Bills
- 178.1K Life & Family
- 260.7K Travel & Transport
- 1.5M Hobbies & Leisure
- 16K Discuss & Feedback
- 37.7K Read-Only Boards