asda cancelled my order and still have my money

wee_katie

hi,
i sent a message to watchdog last night throught there website. something should be done asbout asdas costumer service, after all its not the delivery being cancelled that is causing all the hassle, its who ever authorises payment, and customer service.
if my delivery didnt turn up but i still had the money, it would have been inconvenient but easily sorted, however to take peaple payments and leave them with no shopping is very bad practice.
maybe if enough poeple go to watchdog they might look into it.

hansonwa

Hi all, seems its a regular thing I had simalar problems see copy (beow) of post I made in Dec sorry wont let me post Link 'Warning Asda Online shopping' page 9

In short I was charged twice for my shopping which took me ovedrawn and left me with bank charges. And after been told 1st I hadnt shopped with them, Then my last order was April, Then Yes I had shopped with them but only charged once. I spoke to over 30 CS people sent 2 emails to the complaints email adress as cs told me too in the end with the pressure of xmas and the thought that the Last 100 I had in the bank to buy my boys bikes would have to be used for the charges, well I lew my Top, cried, paniced and sent a lot of emails, below are the las few.


Contact Name [EMAIL="Andy.Bond@asda.co.uk"]Andrew.Bond@asda.co.uk[/EMAIL]
Tell him your complaint tbh they only listen when you threaten with the Press, so I suggest one email using bullet points to keep it simple,
Then when they reply respond with you are still unhappy and as they are so heartless you will take your complaint to the press, Consumer direct and the Financial ombudsmun (I did all this on the advice of Consumer Direct) and eventually got a refund see my post a few days back.


sod it here you go last copy of emails (lots sent that day)

Dear Miss Hanson

Thank you for taking the time to reply to my email.

I'm concerned to read that you're so unhappy with my comments and don't feel I've addressed your comments. I can assure you I am sorry for the problems you've experienced with this order.

I've spoken to ********, the Home Shopping Manager, and discussed the details in your last email.

It would appear a genuine mistake was made by my colleagues when they said you'd only been charged once for this order. ****** explained to me that she had offered to pick up the statements but you preferred to take them to the store yourself.

I've asked ****** to call you this morning to discuss the green boxes being left, the delivery arriving early and also the promise she made about the money being in your account before the charges go out. She is in the best position to pick these up and answer these questions.

I'm sorry if this will have an impact on your credit rating and your relationship with your bank. However as stated in my previous email, as you haven't yet received these charges I can't yet cover this potential cost for you. If your bank do charge you these amounts please send me copies of your statement showing this. I'll then be able to refund these for you.

I am taking into consideration the inconvenience you've currently incurred when processing this gift card for you.

Thank you again for your email. I hope this answers your queries.

Your sincerely

Jordan Anderson



To: Jordan Anderson (he replied to my email sent to andy Bond CEO)
Subject: RE: Urgent Attention required
Importance: High

Still not Happy, My suggestion is this You pay the money to cover the charges, I then repeat a Fax of my statement in January to Prove the charges have been paid.
If not by January the charges will have increased due to me being unable to afford them.
So Mr Anderson I ask you again Please reconsider, or think of us on Christmas day and what you are doing to us.
If I do have reply By 2pm I will proceed with Fraud and inform any Public platform that will listen.
You do not have the right to take Christmas away from my 3 year old sons, you should feel ashamed I will on xmas morning when they do not have the Bikes they have been promised for being good - what do I say Sorry Mummy cant afford it due to the Nasty Mean uncaring people at Asda??
I am still awaiting the Policies on complaints and Customer service this is the 3rd request. Do you not have one - why do you not answer this request?

REPLY

Dear Miss Hanson

After further discussion with my team we will refund the charges you incurred as a result of the second payment we took for your Home Shopping order.

This will be for £81, as this excludes the two advance overdraft interest amounts on your statement. I'll ask this to be processed today, so it should show in your account prior to Christmas.

If you have any further queries please let me know.

Yours sincerely

Jordan Anderson

Dear Miss Hanson

In response to your request for a copy of our Customer Service and Complaints Policy, I can confirm we don't have any documentation such as these.

Any queries or complaints we receive are always individual to that specific customer.

Yours sincerely

Jordan Anderson

It beggers belief that these HUGE companies can take our money and we can only get it back when they say so - I believe they should have a policy in which we should be garenteed a refund in 3 days, if you are double charged or your shopping does not arrive I think thats fair and not asking the impossible of them.
Maybe on there huge saleries they dont belive there are people in the world that only just make it month to month!! Oh if only I could live in there La la land.
Good luck all

Tozer

Isn't this simply a case of their refund taking a little while to show in your bank?

Find it a bit wierd when people start talking about fraud and the zillions of interest which a supermarket is clearly making. Sad.

hansonwa

Tozer wrote: »

Isn't this simply a case of their refund taking a little while to show in your bank?

Find it a bit wierd when people start talking about fraud and the zillions of interest which a supermarket is clearly making. Sad.

What I think is wierd is that it only takes them a day to debit your account yet 7 days to refund!!

Tozer

hansonwa wrote: »

What I think is wierd is that it only takes them a day to debit your account yet 7 days to refund!!

Not really. I'm sure measures are in place to eliminate fraud.

Have to say, if I received your email accusing fraud and threatening to go to the Police, I would have laughed my head off.

Nilrem

hansonwa wrote: »

What I think is wierd is that it only takes them a day to debit your account yet 7 days to refund!!

As Tozer says it's probably down to a combination of things.
Debiting the money is automatic (or largely so), however it may not reach their system fully for a few days*, then it has to be refunded which may not be done every day as it most likely requires some degree of checking, and then has to go through the same process as the debit, but in reverse.

I wouldn't be too surprised if the government has a requirement for checks in regards to refunds as well to prevent money laundering (I know there are requirements that basically mean you can't insist on a refund via a different method to the original payment because of the laundering laws).

It's also worth noting that in many cases a retailer will say "it'll take X days to go through", because they know it'll normally be less but that is the maximum it should take (otherwise they get people getting annoyed that it's taken a day longer than they said it might).



*I've noticed that a number of retailers end up debiting my account and the balance drops, but doesn't give details for a day or two as the transaction isn't completely done.

sazzybum

Guess I'm one of the lucky ones. I was supposed to get an online shop delivered today, but they called me yesterday and said they'd have to cancel it. I asked if ASDA would cancel it, or myself-they said they'd do it. However, me being a naturally cynical person went onto the website half an hour later and cancelled it myself since they hadn't done it already.I had a sneaky suspicion that they would have debited my account otherwise, but with me cancelling myself-they couldn't...phew. Ended up going to the store myself, and funnily enough the roads were clear!

I have every symapthy with the drivers, but it's a bit of snow-not flippin' glue.

Anyhoo-left a message online, and got a couple of free delivery vouchers.

If anyone gets a phone call from Asda, don't take it on trust that they'll cancel it..get on quickly and do it yourself.

I_luv_cats

The amount might be reserved funds, not taken by Asda but still reserved and the reserve would drop off your account within a week or so.

cyberbob

I think some people need to get a grip if you ordered on the website taking payment would have been automated (websites dont know if its snowing unless they are told). After the order has been cancelled its just taken a wee while for the refund to appear

hansonwa

Tozer wrote: »

Not really. I'm sure measures are in place to eliminate fraud.

Have to say, if I received your email accusing fraud and threatening to go to the Police, I would have laughed my head off.

Police who metioned police???
& in my case debiting my account twice 3 days apart is Fraud - Thats the Advice Consumer direct gave. I only gave my prmission to debit Once.