Asda grocery home delivery (or not!)

DCFC79

How is it harder to navigate, doesnt seem that bad to me

der11uk

Our problem with Asda wasn't a late delivery but the fact that they have charged us 3 TIMES for the one delivery and we're still waiting on them releasing £220 back to us from last Friday!! Like others we found their Customer Services were less than helpful, even putting the blame on the bank saying they should release payment( I know they wont having already spoken to them, I can understand why, they're only doing what Asda tell them to), even although Asda are the ones who have processed this.They have refused to contact our bank.
The reason this occurred? We changed our order slightly and because of this they put the original order through, the amended one and for some reason a third one. They only delivered one set of shopping though. We're now waiting on a call from Head Office tomorrow!!!

Rednata

I will just post the letter that I'm sending to head office which explain everything.
I know it's big but please take your time, read it and tell your friends! On days like today that kind of behaviour and treatment it's just unacceptable
Seriously? DO NEVER EVER BUY ONLINE ON ASDA. It's a waste of time and money and they couldn't care less about the costumers. :mad:

************
Dear ASDA Head Office
I am writing to make you aware of what it's going on with your online shopping system.
I am use to buy my groceries online for the past 1 and a half year and I never had a problem. I have decided to give ASDA a try after all the advertisement made by you and for believe that ASDA it's a decent and honest company.

I've placed the order on Wednesday 22/09/2010 and booked a delivery for Saturday 25/09/2010 between 6-8pm. I waited at home until 9pm. NOTHING. Not even a phone call. I've called costumer services and I was either get disconnect right after press my chosen option or staying on hold for around 12 minutes (on a 0844 number - safe to say that all the money that I've saved on my groceries is gone) and the get disconnected. I've tried several times.
On Sunday 26/09/2010 around 12pm I've tried to contact costumer services again with no luck. Them I've managed to find out which shop would be responsible for my delivery and called them. I was shocked with the treatment that I had from the site manager, Steve. He said that the groceries had been delivered. No apologies, not even a "Let me check that for you". I requested a proof of delivery and only after that he changed his speech saying (in a quite rude tone) that they are experiencing some problems with the drivers and there’s nothing that he can do about it and he could try to reschedule for another day. By that point I had enough of ASDA's lack of care with a client so I asked him to cancel it and he said that is not possible once that the products had passed through the checkout and only costumer services could authorize a refund and it would take over a week so I should call them. I’ve told him that there’s is no answer and you constantly get disconnected and his answer for that was: "Yeah.. we can’t get hold of them either..."
In that case I asked him what was his suggestion to solve the issue and his answer was:
"I will speak with costumer services and call you back"
My question was "How are you going to do that if you just told me that you can't get hold of them either?" His explanation was that the Costumer Services would call them and he would call me.
I wasn't surprised when it was around 6pm and no one had called me back so I called again and the same history. He said the he would call me again to try to reschedule that he couldn't redelivery on Sunday but he would try another day.
Again, no one contacted me. I've called Monday 27/09/2010 morning and a spoken if a different manager that said the groceries had been delivered on Saturday! And I had to go trough all the problem again. She reschedule for Monday between 6-8pm and again, NO DELIVERY.
But, even with no delivery my bank account has been charged. Isn't that lovely? No groceries and down on 55 pounds.
So I've tried to contact the shop again and, after about 20 minutes trying, no would pick up the phone.
Once that neither the shop or ASDA's costumer service's wanted to speak to me I've decided to go with my wife to the Shop.
We arrived around 9:00pm and went straight to the costumer services desk and asked for the Home Shop Manager straight away. Nothing. The manager, Steve, was there but apparently too busy to talk to us. The feeling that we've got was that he was making us wait so we would give up and go home. The employees from costumer service desk (Francesco and Sandra) were very helpful and called him several times and made quite a few staff announcements but the answer was always the same: "He's coming". After about 35 minutes the Deputy Manager approached us asking what was the issue and if he could do anything about it. After we explained the situation he realised that there was nothing that he could do and he was going to try to get Steve to talk to us.
It was almost 10pm when Steve finally showed up. He apologised saying that a few glass boxes were smashed and it was a nightmare (so I guess that justified leave your costumers waiting for nearly one hour).
We explained to him what happened and showed him the printed order and the printed bank account statement with the ASDA charge. He just gave us a question mark face saying that he had to check.
About 10min later he came back with a clich! explanation saying that the driver had hurt his back and all the Monday deliveries were delayed and as far as he was concern he could be trying to deliver as we were speaking. And the question was: So, what is the explanation for Saturday?
There wasn't any. Apparently the system only held information for 2 days so they couldn't possible know what happened! How professional is that? He even told us that they don't have any record of our groceries leaving the shop and there was no way to find it out.
So he gave us two options: Take the groceries with us or reschedule for another day.
Safe to say that we couldn't trust on a reschedule after all and we've decided to take the groceries ourselves.
One of the reasons that we buy online is that we own motorbikes, not cars and we are busy people that work an average of 50 hours a week. That is supposed to be easy, not a hassle.
We question the fact that we had paid for the delivery charge and that we would need a taxi home.
We never got an apology and the only thing offered was a 10 pounds voucher to cover the taxi expenses (which it didn't once that taxi costs £11 + £3 of delivery charge = £14).
If I count the calls to your 0844, instead of saving we've ended up spending nearly £18 more.
And it was nice to see that a few products were out of stock and we have been charge for a full bill.
Is that really how ASDA wants' to be seeing? I've been doing a research on related forums and apparently I'm not the first person to have the exact same problem. Does ASDA needs to scam the clients?
I would like to know what are you going to do about it.

FatVonD

I stopped using Asda after one delivery was 2 and a half hours later than the end of my time slot. They were ALWAYS late, without exception, but this one look the biscuit, it arrived at 10.30pm on a Friday night when my step children were tucked up asleep on the sofas in the room the shopping had to come through.

They offered me a refund of delivery and eventually upped it to £10 but wouldn't give it to me by way of a refund, only off of my next order of which there has never been, and isn't likely to ever be, one.

bosseyed

I've been buying my shopping online at Asda for ages now and never really had a problem - occasionally the van is 10 minutes late, but generally its well within the allocated delivery slot. And we choose the £2 delivery slots as the wife is around most of the day, so its pretty cheap, add in to that I find the actual price of the shopping far more economical than Tesco, Sainsburys etc.

Also, this one time (not at band camp) there was a load of high quality meat in the order that we hadn't purchased. Win for us, less so for the meatless people on the next delivery.

pagreen1966

Sorry to here what happened to you Rednata. Exactly the same happened to me. Three weeks on I still have no groceries and Asda have charged me almost £100!

I have been using Tescos and Sainsburys for 6 years now for my home delivery groceries without any problem and this is only my third purchase from Asda. Never again though. I think they have customer services based in South Africa solely to make it as difficult as possible to get a resolution to your queries.

Tried writing to Head Office twice now and they haven't even bothered to reply. Went down to my local Asda and they claimed it was nothing to do with them as home deliveries come from another branch. Said he did not know which branch carried out home deliveries but knew that it was somewhere in Kent! Absolutely unbelievable!!

This is fraud straight and simple and from reading this and other forums it seems the case that Asda have defrauded many other people too.

Please if anyone is reading this. NEVER, NEVER PURCHASE ONLINE FROM ASDA! You might be OK for a while but in the end they will try and rip you off and there appears to be no way of getting your money back.

Beware!!

fluffnutter

I read a recent article in which magazine about supermarkets making swaps when a product is not available. The most unsuitable one was chocolate sponge pudding in place of black pudding. I suppose it might make opening your order a little more exciting.

CPrincess2709

der11uk wrote: »

Our problem with Asda wasn't a late delivery but the fact that they have charged us 3 TIMES for the one delivery and we're still waiting on them releasing £220 back to us from last Friday!! Like others we found their Customer Services were less than helpful, even putting the blame on the bank saying they should release payment( I know they wont having already spoken to them, I can understand why, they're only doing what Asda tell them to), even although Asda are the ones who have processed this.They have refused to contact our bank.
The reason this occurred? We changed our order slightly and because of this they put the original order through, the amended one and for some reason a third one. They only delivered one set of shopping though. We're now waiting on a call from Head Office tomorrow!!!

Hi. I'm a single mum on benefits with six children aged 9,8,7,6,3 and 2.
Had my order delivered on saturday and it was £78.45 but some items were unavailable which dropped the price to £58.49.

Asda requsted the £78.45 but only took £58.49 on saturday and today (Thursday) the £19.96 excess still isn't in my bank.
I called my bank this morning (0845 number from my ex husbands mobile!) and they said asda had requsted £78.45 on Saturday but only taken £58.49. I asked why the £19.96 excess hadn't been released and was told asda need to inform them they don't require it! They gave me fax details and the authorisation code among other details so I called Asda again using ex hubby's phone to another 08 number and the young lady said she'd speak to their bank. 20 minutes later she called back saying that Asda's bank want me to fax them a copy of my bank statement and the money would be clear in my account tommorow. I don't get any money until monday and I only have £14.00 until other funds "may clear" tomorrow.

They keep blaming it on hte bank!
The thing is that asda says it takes 10 working days for excess amounts to clear back into banks yet if asda inform the bank when they take correct amount that excee isn't required then the bank would clear my funds the same day.
It would seem that they are quick enough to requst the money and take the correct amount but can't contact bank to release my funds. It's stupidity. Both my gas and electrcity are on emergency and I am skint unless my credit card clears tommorow ( again they are saying it's the banks fault!)

Anybody else have this problem with asda or vanquis?

Just to make everyone chuckle the lady from asda cannot contact asda bank. She also took the authorisation code from me over the phone! Her manager agreed this is against the banking code and they are going to investigate why she lied to me and took personal details. I bet she gets to keep her job though! :mad:

whitetigerjh

CPrincess2709 wrote: »

Her manager agreed this is against the banking code

The Banking Code no longer exists. It was withdrawn over a year ago!

rugbymum

I always used Sainsburys, but thought I would give Asda a try. Frankly it was a complete shambles and I will NEVER use them again.
The website was time consuming.
None of the deliveries EVER arrived on time.
I was double charged on three consecutive orders, the refund taking on average 5 days to reappear.
Items missing, damaged or some very strange substitutions.
The customer service was consistently very poor.
I have to say their drivers were ALWAYS lovely.
I went back to Sainsburys.
I'm a no subtitutions person so no problems there.
The few times the deliveries are late I get a £10 voucher.
Drivers are lovely (except the one grumpy one!).
The idea of Sainsburys being more expensive is a bit of a myth (I found very few items cheaper in Asda and their range was quite limited in comparison). Their prices have come down sustantially in the last couple of years and their Basics range is huge.