New ASDA Refund policy

asda-runner

I received my new refund policy training this afternoon and though I'd share...

GROCERY (changed mind or faulty within 28 days)
With receipt - exchange or full refund given in original tender. If original tender is unavailable, refunded to shopping card.
Without receipt - exchange or full refund given on gift card.

ELECTRICALS - ASDA own and other brands (changed mind within 28 days or faulty within a year)
With receipt - exchange or full refund.
Without receipt - no exchange or refund.
Original packaging and user manual required.

MUSIC, MOVIES AND GAMES
(Changed mind within 28 days)
With receipt - exchange for similar. One exchange only. No refund.
Without receipt - no exchange or refund.

(Faulty within 28 days)
With receipt - exchange like-for-like.
Without receipt - no exchange or refund.

CLOTHING (Changed mind or faulty within 28 days)
With receipt - exchange or full refund given in original tender. If original tender is unavailable, refunded to shopping card.
Without receipt - exchange or full refund given on gift card.

OVERCHARGING
Difference refunded and £2 gift card issued (for each item).

I think there are a few parts I've missed out but I'll add them when I remember!

bubblegumcola

That seems very unfair for faulty goods with regards to receipts.
If something is faulty I thought that under the sale of goods act you did not have to produce a receipt??

tbw

asda-runner wrote: »

I received my new refund policy training this afternoon and though I'd share...
OVERCHARGING
Difference refunded and £2 gift card issued (for each item).

I think there are a few parts I've missed out but I'll add them when I remember!

I thought it used to be PER ITEM and then Asda changed it to PER TRANSACTION. Has it changed back again now ?

asda-runner

tbw wrote: »

I thought it used to be PER ITEM and then Asda changed it to PER TRANSACTION. Has it changed back again now ?

Yes. It was per item. At the beginning of last year, it changed to per transaction. It's now back to per item.

By the way... I've read a few posts in this forum about customers not receiving their £2 gift card and being very p@@d off about it. A little advice... be polite to the CSD colleague. It's nice to be nice and it rubs off. Believe me!!

System

asda-runner wrote: »

Yes. It was per item. At the beginning of last year, it changed to per transaction. It's now back to per item.

By the way... I've read a few posts in this forum about customers not receiving their £2 gift card and being very p@@d off about it. A little advice... be polite to the CSD colleague. It's nice to be nice and it rubs off. Believe me!!

so are you saying that in order to recieve the £2 card you have to butter up the cs person ? surely if you have been over charged your manner should not effect the company policy , while i agree its better to be pleasant as mistakes happen but to imply its in the customers best interest is out of order.

asda-runner

CHRISSYG wrote: »

so are you saying that in order to recieve the £2 card you have to butter up the cs person ? surely if you have been over charged your manner should not effect the company policy , while i agree its better to be pleasant as mistakes happen but to imply its in the customers best interest is out of order.

No, not at all. "Butter up" is totally the wrong expression here and I'm sorry if my original post implied that you should suck up or grovel. I'm talking about when a customer comes up to the desk, slams their items down and demands the difference back... Would you want to give them a £2 "Thank you" card as goodwill? I wouldn't and I know my CSD colleagues wouldn't. I just mean state your case - tell the operator what happened - CALMLY! I know it can be frustrating, but it's not their fault. Sorry again if you misunderstood my original post. All I mean is: be polite.

System

i understand what you are saying but again in your reply you seem to imply that what the cs person "wants" to do has a bearing on what happens , people get hacked off with being over charged especially if its not the 1st time .i spend some of my working week on the cs desk where i work and its nicer if people are pleasant when then have an issue but their attitude has no bearing on the procedure as that is dictated by my employer .

bootman

I am always polite and believe treat others as you would like to be treated, I have never been offered the £2 card without having to ask, politely of course and usually met by silence and a cashier bashing the keys on the till to give it.

pendulum

asda-runner: If a customer tells you they have been overcharged and has the proof to back it up, that means the company you represent has made a mistake. If you only give the voucher to people who are "nice", then you are not doing your job properly. The voucher is given to "make good" to a customer who has been wronged in some way, and some customers will understandably not be in a "nice" mood under those circumstances. That's why you're supposed to give them a voucher. :rolleyes:

saver_007

bubblegumcola wrote: »

That seems very unfair for faulty goods with regards to receipts.
If something is faulty I thought that under the sale of goods act you did not have to produce a receipt??

No under the sale of goods act 1979 a receipt is not required to be provided by the trader so therefore neither is it required to be provided by the consumer. However the trader may reasonably request proof of purchase.( bank statement etc)

In the case of asda I believe this request proof of purchase is to provide evidence of date of purchase. under the same sale of goods act 1979 faulty items should be returned to trader within a reasonable time period, as this period is not set out by law and is dependant on the items purchased, it is in the interest of the trader to set time periods they deem reasonable. Asda deems 1yr reasonable for electrical goods.

In short it all comes down to date of purchase.If you have evidence your electrical products fall within the 1yr asda brand guarantee, it is reasonable to expect a refund or replacement. Obviously the easiest way to do this is to present a receipt rather than trawl through bank statements.

saver_007

CHRISSYG wrote: »

so are you saying that in order to recieve the £2 card you have to butter up the cs person ? surely if you have been over charged your manner should not effect the company policy , while i agree its better to be pleasant as mistakes happen but to imply its in the customers best interest is out of order.

As a csd worker no the manner should not affect the comapny policy, ( 9 times out of 10 it doesn't) however in my experience some people simply get so frustrated and angry that they give you the items, ask for a full refund and march out as quickly as they can (fair enough).
The oppertunity to apologise on behalf of the company and say " for your trouble here is £2 on a gift card " just doesn't always arise.