Disgusted with Asda Customer Services

nuttyp

The self serve petrol stations are the same. I bought £15 worth of petrol but they check the card prior to fueling - and it reserved £50. Went into the store and my debit card was declinded - no shopping. Had to wait 3 days for the remaing cash to be available.

Im so sorry about you treatment in the store, I too have to budget carefully even though i have 2 jobs. I dont have credit cards for obvious reasons and only spend cash now.

I hope you get suitable appology from asda and your successful in getting a job soon.

Brian_The_Lion

Re the original post made in May...

Ive had the exact same experience only this time using Tesco self service...

maybe its a common supermarket problem... ?

Im beginning to get sick of most shops these days.. for one reason or another... its either someone jumping on u with the can I help you routine or technical problems with self serve.. think the final straw was my local tesco turning into lazy town now... all the checkout operators do is scan your stuff and count your cash... you even have to swipe your own clubcard and take your receipt off the printer yourself!!!! i mean come on...

Norman_Castle

Brian_The_Lion wrote: »

Re the original post made in May...

Ive had the exact same experience only this time using Tesco self service...

maybe its a common supermarket problem... ?

Im beginning to get sick of most shops these days.. for one reason or another... its either someone jumping on u with the can I help you routine or technical problems with self serve.. think the final straw was my local tesco turning into lazy town now... all the checkout operators do is scan your stuff and count your cash... you even have to swipe your own clubcard and take your receipt off the printer yourself!!!! i mean come on...

My nearest Tesco is the same,asking me to take the receipt.At least it saves having it put down in front of you instead of in your outstretced hand.I was recently served in Tesco by a man who was 60+.The service was excellent.He took the heavy items out of the basket first,obviously understanding they needed to go at the bottom of my bag to save crushing other more fragile food.He was very helpfull and polite.I think his life experiences have taught him much more than any training course!.
I shopped in TK Max yesterday.Only one till open with me next in line and about six people behind me.Their was a problem with the person being served which caused a delay.A second till was opened and someone from of the back of the queue went to this till.The till operator apologised and said they have to take the next person in line,he then called me over.Well done TK Max.

Happily avoiding Asda.

fenwoman

not only did I have the exact same thing happen to me 3 weeks ago in ASDA on the self service tills, but I stood my ground after the manager came and insisted thatI was nopt going to pay again in order to get my goods, b ut that he went and checked their computer records while I waited. A couple of female assistants backed the manager up saying that sincwe the payment didn't show on their console, it definately didn't go through. Imagine the red faces when another assistant came back with a p[rintout shoing that the payment had in fact gone through. The manager was immensly peed off and gave me a £5 gift voucher by way of apology. That was then. This afternoon I went shopping, presented my voucher, and ended up being accused of something I didn't do. The manager said I'd put stickers on the battery eggs and they had CCTV to prove it. I asked to see the CCTV and he refused. I asked him to call the police and show them the CCTV and he said he's called them but he wouldn't show them the CCTV either as it was'data protection'. In front of loads of customers, he bellowed at me (a 5 foot tall 55 year old tiny lady) "Get out of my store and I'm banning you. I don't care what you say you have or haven't done, I can ban you for any reason I like". 3 policemen eventually arrived as I sat in my car and waited for them. I explained it to them, but they reiterated that I was trespassing now and it's the manager's right to tell me to leave for no reason if he wants. Fair enough, I left, but 3 policemen? Did they think I was some kind of kung fu expert who could fell them all with an arthritic elbow? And what gives with the police turning up for a trespass case anyway given that trespass is a civil offence? I plan on asking the police whether I will be assured of the same level of service should I ever find a trespasser on my land.

lizalloareds

that is terrible hope you get things sorted out

about a year ago when putting petrol in the car at asda and the pump cut off i went in to see what was going on and i was being accused of not paying for my petrol the time before, it turned out that it was an asda manager who had used the pump after me and didn't pay though it was noted that he hadn't paid, i wrote to asda head office and haven't even had a reply

sec1970

I always do my grocery shopping online with ADSA, yesterday, 12th June 2010, when completing my shopping I was pleasantly surprised to find I had a £75.00 discount voucher attached to my online shopping account, as I am constantly entering completions it was lovely to find I had at long last won something; so a few extra treats were indeed added to the shopping.

Unfortunately this is where the happiness ends. On Sunday, 13th June 2010, the delivery van pulled up and sat outside my home for a good ten minutes; I just presumed the driver was having a little break before bringing my shopping in; how wrong I was; my mobile rang; it was the local store, telling me that the system was wrong and that I was not entitled to the £75 voucher; I was could either choose to take delivery of the shopping and pay the full price, or I could pick out what I wanted and return the rest, or return the full order! Now how humiliating would it be to stand on your door step sifting through what you did or did not want to take delivery of? I therefore told the delivery man that I would not be accepting the order, I felt very sorry for him I think I thought he was in of a good old telling off, he didn't get a telling off from me, it was not his fault he is only trying to deliver.

The person who rang me said that the branch Manger would call me within the next ten minutes, this did not happen; I contacted the branch, and asked for the manager, who in a nutshell told me that it was a system error to do with a Dettol promotion, and that I should talk to Dettol, and the £75 was incorrectly added to many accounts; and it was pretty much tough luck and my own fault that I have no groceries “Could have picked out what I wanted”!

Now I am sure that since my groceries where been bought from ASDA and not Dettol that it is up to ASDA to take up the matter with them and get compensation from Dettol, why is this my problem?

I will admit I did rant and rave at the manager, I am without my groceries, have been misled by ASDA, and the manager did not even have the decency to pretend to be concerned, he just put the blame on Dettol, I really do not care what issue ASDA has with Dettol, that is their problem not mine. I have the order confirmation on the website and on my email; while typing a complaint to ASDA I was on hold to the online shopping phone line for approximately 10 minutes on option 1, 30 minutes on option two and a further 45 minutes on option 3, I will be forwarding my mobile bill to get a reimbursement (not holding my breath). I then rang the branch manger back, about half past two, to tell him I was having no joy, he took my number and said he would get back to me it is now 20:15 Sunday evening and I am yet to have a return call from him !

I am so frustrated by this; I do not drive, and have had to purchase essential items from a local store at nearly twice the price I would have paid ASDA, I have also now done online shopping with Tesco who will be delivering on Tuesday, all their Monday slots are booked, perhaps because of ASDA’s inadequate computer system.


ASDA is seriously lacking in customer service, customers paying for company error, no interest in the inconvenience caused today to customers and no basic manners in calling a customer back when, not just a staff member, but a manger said that a call would be made.

I will certainly not be returning to ASDA.

CurlyTop

In answer to Aspiring:

Have you worked out yet, how you can use your own bags on that machine? It only seems to accept me putting the goods into "their" bags :rolleyes:

I think the reason it will only accept 'their' bags is because the surface that you put your food on, before you scan is weighted. This ensures that pilfering doesn't happen, ie; whatever you put on the right, must be transferred over to the left, via the scanning machine, so what goes in, must come out. When I take my own bags, I dump the stuff on the first side, scan and then just dump it on the second side. I then settle up and pay and bag up. It saves that silly message of 'unexpected item in baggage area' - what are they expecting Father Christmas there?! Not sure this helps, but hope it does.

ladybabe

devon007 wrote: »

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!

stopped using asda myself at least 18 months ago due to the lack of service and cleanliness in the store, dont think they care anymore :-((
now really enjoy mr morrisons

Christmas_

Schamansky wrote: »

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.

Agreed, my mum and I stopped into Sainsburys and had a meal in the cafe before shopping. The machine crashed as mum paid for it on her card.

She offered to let them try again and the woman said no, they didn't want to charge her twice if it had gone through and to enjoy her meal. If it had worked - then they were settled, if not - to enjoy a free lunch.

As it happens the money had gone through - but she was lovely about it.

alwaysonthego_2

MOVING THREADS FOR BETTER RESPONSES


Hi, Martin’s asked me to post this in these circumstances: I’ve asked Board Guides to move threads if they’ll receive a better response elsewhere(please see this rule) so this post/thread has been moved to another board, where it should get more replies. If you have any questions about this policy please email [EMAIL="abuse@moneysavingexpert.com"]abuse@moneysavingexpert.com[/EMAIL].