Asda flower delivery poor service

laspecia

I recently ordered some flowers from Asda on line to be sent to a cousin in Bangor Wales for a funeral. I have just found out they were sent to Bangor N Ireland despite having the correct address but no postcode. When the gentleman who received them phoned Asda he was told to bin them. He kindly sent the card to my cousin who informed me of this but ASDA are unwilling to do anything. Is this fair?

Halloway

It would depend on the address. If you wrote 'Bangor, N. Wales' or 'Bangor, Gwynedd' then Asda have screwed up and you should be entitled to a refund. If you just wrote 'Bangor' then perhaps not.

laspecia

Thanks

I wrote Bangor Wales but when i spoke to Asda they refused to do anything. Thats the last time i use them

Halloway

To whom did you speak? If you pay for something to be delivered then the onus is on the retailer to deliver it to the correct address, not a similar address. You should start escalating this issue.

laspecia

Thanks, it was the number you call re deliveries. I am going to write now.

laspecia

Despite now writing and speaking to customer services they still refuse to resend any flowersor do anything about it. I rechecked my order and i put the postal address correct. Surely if a postcode is essential then an online order should be refused! The big giants win again

Halloway

Well that's very poor. It look likes ASDA are 'rolling back' the quality of their customer service as well as their prices.

Hintza

I'm not sure OP. I think the fact that you missed off the Post Code doesn't really help your case.

Don't get me wrong I think they should at least give you your money back but it might be easier just to chalk it up as experience.

The_Pedant

Is the address clearly stated Wales, then I could consider any delivery to N Ireland to clearly be in error. If the postcode was missing then this doesn't help, but I would consider the address provided to be clear enough for any reasonable person to determine is in wales, and not in ireland. I would therefore consider it to be a correct address. What exactly do the terms & conditions state with respect to this?

As you have had a total lack of satisfactory response, I would therefore escalate this further up the management chain. Insist on getting the details of someone to address a recorded delivery letter to.

You have clearly contracted with Asda to provide a service which they have failed to deliver. At the absolute minimum, I would expect a refund of the full cost of the order. To be reasonable, I would expect a further goodwill gesture to make up for their failure to deliver and the time & effort spent in trying to get this resolved.