ASDA Warning for ONLINE Shopping

keldw

Hi
I'm new here but wanted to warn people as to what has happened to me.

I had been using Asda to deliver my grocery shop for a few weeks but have only just run into this problem. I have spoken to customer services and the accounts department and this is normal practice so beware.

I ordered my shopping and for the first time I decided that I didn't want substitutes on some items. None of these were in stock and so my bill was rededuced from £115.11 to £98.

The order arrived, I was told there were some items missing and that I would not be billed for these.

HOWEVER
what I was not told was that it is ASDA policy to inform your bank to put the original amount on hold for them and then to also because it is a different amount to ALSO take the full payment for goods .

This means that they have now take proper payment of £98 for the goods I recieved but also have got my bank to freeze the £115.11 they have on hold, even though they don't want it and can't take it. I now have to wait 10 days from the shopping arriving for my money to be avaliable in my account as the Bank say they can't release it without ASDA saying they don't want it. ASDA say they don't care and won't help and I will just have to be patient.

I am very angry about this and feel that it is very poor service and their complete lack of customer care is shameful. I am a single mum and a carer. I look after my son and my parents and money is so very tight. I explained all this and was told they couldn't help and that was that. They have no company policy to deal with this and tough.

I warn you all DON'T substitute.

Keldw

viv0147

Well thats all I can say is shame on Asda and thanks for the warning. ? does this apply to all Supermarkets.

keldw

Hi
I don't know. ASDA are the only ones who deliver here, we are very remote. It makes you wonder though doesn't it. If they all do it maybe if enough people complain they will change the way they do things.
They really don't care though. I explained I was short of fuel and the temperatures are dropping like a stone and they just said nothing we can do.
Keldw

Morvern_callar

There are quite a few other threads on here from people that ASDA has done this to. I thought everyone knew about it by now?

geordie_joe

keldw wrote: »

I warn you all DON'T substitute.

Keldw

Isn't not substituting the reason for the problem in the first place?

boodika

I had the same issue (don't use ASDA anymore), but I accepted subs on my shopping. I think it's just standard practice to take money out and have the estimated amount on hold. Sainsbury's have never done this to me so I stick with them.

lostindebt

This must most definitely be a one off. Asda/Tesco etc don't usually charge your card until they know exactly what the amount you need to be charged is. For instance if you order your shopping on the 1st December for delivery on 21st December, they won't charge you until the 21st when the shopping has been picked from the supermarket for delivery and they know the final price of all your shopping.

I've declined subsitutes on items before and I have to say I've only ever been charged/had held on my account what my shopping came to.

Bit bizarre this has happened to you, I wouldn't say this is normal practice at all.

pillion

Thankyou for this warning. I have been considering using online shopping and will avoid ASDA now.

lawley1010

lostindebt wrote: »

This must most definitely be a one off. Asda/Tesco etc don't usually charge your card until they know exactly what the amount you need to be charged is. For instance if you order your shopping on the 1st December for delivery on 21st December, they won't charge you until the 21st when the shopping has been picked from the supermarket for delivery and they know the final price of all your shopping.

I've declined subsitutes on items before and I have to say I've only ever been charged/had held on my account what my shopping came to.

Bit bizarre this has happened to you, I wouldn't say this is normal practice at all.

I always use ASDA and since their new site things have been different. I agree with lostindebt that ASDA dont take the money until they know the correct amount on day of delivery. However once you have ordered they deduct £1 from your account (assume to check your card is valid) which is fine, until you need to change your order, which if you order a week in advance or more then if like me you remember you need things and change the order regularly before delivery, they will take £1 every time you change the order and checkout. When this first happened to me about £20 was frozen in my account because I had changed the order about 20 times so now I dont checkout until a few days before and hope I get a good delivery slot.

lostindebt

Can i just clarify, the £115 is still earmarked AND the £98 has left the account?

mardatha

I've just spent all weekend on the phone to asda because of a different problem. I too have used them without problems for a year, until now. I cant get the site to take my payment, the card is fine and the money is there, I use this card all the time with them and with Amazon. When I phoned them they told me my account wasnt registered to me at all, & gave me a woman's name in Morecambe !- and her phone number and her email!!
I have been on the phone 4 times and its still not fixed, so I won't go back to them. Lucky we get Tesco delivering here now so I will try them. I live a long way from the shops and I dont go out much, so really depend on them, this isnt good enough.