asda cancelled my order and still have my money

rapunzelz86

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.

Maybe you wouldnt think it so sad if youd had the last of your money taken in the hardest month of the year, taken, when they knew they wouldnt be delivering anyway!

rapunzelz86

cyberbob wrote: »

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

Actually, when you make the order they only authorise £1 or £2 to ensure the card is valid. on the day of delivery, they then authorise the full amount when they are ready to deliver. In my case, the actual store informed me theyd had no intention of making any deliveries that day and had known this since 9am, yet at 12.06pm they took my money.
Getting a grip is hardly going to feed my children this week is it sir

hansonwa

sadeelisha wrote: »

Actually, when you make the order they only authorise £1 or £2 to ensure the card is valid. on the day of delivery, they then authorise the full amount when they are ready to deliver. In my case, the actual store informed me theyd had no intention of making any deliveries that day and had known this since 9am, yet at 12.06pm they took my money.
Getting a grip is hardly going to feed my children this week is it sir

They ear mark/reserve the full amount when the order is placed, then on day of delivery send the payment through, Thats what CS told me anyway. Would be better if it was just 1/2 pound.

wee_katie

i think it depends on your payment method, i have been using asda for a long time, they use to take ( or authorise) payment the night before your delivery was due, but since they changed the time you can amend your order they have been taking payment the morning of delivery. and they have never charged me the £1 when i place or amend my order.

it doesnt make much diffenrence if asda take the money or just authorise it, either way it is no longer available to the customer, if on the morning of my delivery, the driver couldnt get through, then it would have been no fault of asda. however in my case asda knew the night before my order was due that there deliveries could be cancelled, and still they took my payment ( or authorised) either way i had no shopping money available and no shopping.

personaly i think there customer service is a joke, all they seem to want to do is get you off the phone, its not there problem.

as for it being SAD. how would you feel ifa company left you in the situation were you had no money for shopping, to feed you and your family. i only have a small co-op in my area. so bying shopping, day to day, waiting for payment to be returned to me.

asda realy should improve theere customer service. i had a manager telling me that my bank was giving me false information.

hope everyone affected gets there refunds ( or money released to them) sooon

ConsumerCounts

:eek:You have me worried now - I don't know if Asda have charged me for my shopping! I simply wanted to make you feel 'better' by letting you know I too have experienced Asda's sub standard customer care for the FOURTH time.

I ordered our groceries from Asda online 05 Jan 10 for delivery between 1000 & 1200 09 Jan 10 (today). I can honestly say given the weather conditions I would have been very understanding if I'd received a call from Customer Services to say the shopping wouldn't be turning up today. What I find totally unacceptable is I had to ring Customer Services today at 1335 to find out what was happening (over an hour & a half after the end time of the delivery slot). A rather pleasant lady cheerfully told me my delivery had been cancelled & someone should have contacted me to advise of the situation. I pointed out this was the FOURTH time Asda had let me down in this manner - adverse weather conditions could not be blamed on the other THREE occasions.

The story so far:

1st time - shopping due on the Saturday - didn't turn up - no contact from Asda whatsoever to let me know. After making SIX phone calls to various departments over a 2 day period I was finally told my shopping had returned to store & been placed 'back on the shelves'?. No real apology provided.:mad:

2nd time - similar story - identical Customer Care ie NIL.:mad::mad:

3rd time - time slot between 1600 & 1800. At 1800 an Asda delivery van appeared at the bottom of the drive. My Husband was on the drive working on the car. Having seen the van arrive I opened the door in eager anticipation......just in time to see the Asda van drive off! At 2045 I rang Customer Services to ask what time I could expect my shopping to be advised someone from the store would contact me. To date I have not been contacted by the store or received an apology for lack of delivery.:mad::mad::mad:

4th & FINAL time (today) - for the first time I was offered a free delivery voucher HOORAH DEEP JOY! When I pointed out the voucher was pretty worthless in light of Asda's track record for actually delivering the shopping even the Customer Services Representative laughed at the irony of offering the voucher. Not once have I been offered anything off my shopping as a goodwill gesture (unlike Forum's 'maggot' person). Yet again I was advised someone from the store would contact me.....tick.....tick.....tick.....no contact so far. To add insult to injury 10 minutes after I spoke to the Customer Services Adviser an E Mail miraculously arrived telling me my delivery had been cancelled - how nice of them to let me know AFTER THE EVENT! :mad::mad::mad::mad:

The moral of the story:

Save yourself the time, disappointment, upset & the price of the numerous phone calls you will have to make to track down your order - don't order with Asda use 'another leading supermarket' instead ie TESCO - they send you a text to advise what time to expect the delivery within your 2 hour delivery slot & to date they have always brought my shopping!

If I EVER weaken & go back to shopping at Asda I will post a message on this Forum requesting someone to call round & shoot me cos I must've lost my mind!! NEVER AGAIN!!

Shame on you ASDA Gateshead (Metro Centre)!

wee_katie

i keep saying i wont go back too, but they are the only supermarket that deliver in my area.

the thing is when they get it right it is a good service. but i definetly think there customer service should be improved.

Tozer

hansonwa wrote: »

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.

From your own email:

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.

Who do you think fraud is reported to in the UK? Give you a clue - starts with P and ends in olice.

It is not fraud as there is no intent of dishonesty. There can be no crime without a guilty mind. In legal terms it is called actus non facit reum nisi mens sit rea.

I really don't think Consumer Direct will have advised you that Asda are acting fraudulently.

Tozer

sadeelisha wrote: »

Maybe you wouldnt think it so sad if youd had the last of your money taken in the hardest month of the year, taken, when they knew they wouldnt be delivering anyway!

Read my post. Didn't say it was ok, just a bit odd that people accuse a supermarket of fraud in such a case. Overreaction supreme to my mind.

hansonwa

Tozer wrote: »

From your own email:

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.

Who do you think fraud is reported to in the UK? Give you a clue - starts with P and ends in olice.

It is not fraud as there is no intent of dishonesty. There can be no crime without a guilty mind. In legal terms it is called actus non facit reum nisi mens sit rea.

I really don't think Consumer Direct will have advised you that Asda are acting fraudulently.

I'll give you a Clue stants with B ends with K - BANK- they have a Fraud depatment - and there is dishonesty if they are telling you only one debit has been made. And Consumer Direct did tell me that, why else would I repeat it??

teffers

Frankly the fraud argument (for the delay) is complete rubbish .

Fraudulent activity on refunds is minute in comparrison to fraud on purchases/charges and they go through instantaneously. If the 'oh there are lots of checks to complete' theory held water then the payment processing industry would grind to under the strain of the all the delayed card purchases made each day.

The simple fact is that refunds ARE NOT A PRIORITY to the stores & card processors. There's no money to be made out of reversing a transaction, only costs.

I've just been informed by my card issuer (Santander) that a merchant should inform them immediately when a transaction is cancelled and the funds can re-appear within around 2-3 days - if they don't then they have a massive 28 days to claim the witheld funds or the system releases the money back to your account.