asda cancelled my order and still have my money

haggisAThome

Just last week, Asda cancelled my order, and STILL they have my money. It has left my family in financil hardship so close to Christmas!! Many phone calls later...we are no closer to getting money back, and my Christmas Turkey will be lost forever if I cant pay for it!!
Has anyone actually ever got anywhere with Asda when complaining about this situation??

Boa21

This is Asda's HQ number - at least help avoid the premium rate numbers

0113 243 5435


Also, 020 7133 7970 for home shopping customer services


Courtesy of:
http://www.saynoto0870.com/

RebeccaDeWinter

5%???? wow! Where do you bank?

spike7451

I used to work in a supermarkets online delivery which involved processing payments ect.
When an order is cancelled on delivery,it has to be put back thru the till system to void the payment.A hard copy till reciept is printed off & attatched to the delivery paperwork which is then sent thru to the payments office for fraud checking.
When it's done thru the call center,it's not as simple as they don't have access to the payment/billing & have to pass it on to an accounts dept to process the refund.
It can then take up to 14 days for the money to be credited to your bank or credit card.

haggisAThome

Boa21 wrote: »

This is Asda's HQ number - at least help avoid the premium rate numbers

0113 243 5435


Also, 020 7133 7970 for home shopping customer services


Courtesy of:
http://www.saynoto0870.com/

Thanks for that :j

haggisAThome

spike7451 wrote: »

I used to work in a supermarkets online delivery which involved processing payments ect.
When an order is cancelled on delivery,it has to be put back thru the till system to void the payment.A hard copy till reciept is printed off & attatched to the delivery paperwork which is then sent thru to the payments office for fraud checking.
When it's done thru the call center,it's not as simple as they don't have access to the payment/billing & have to pass it on to an accounts dept to process the refund.
It can then take up to 14 days for the money to be credited to your bank or credit card.

Unfortunately, that doesnt help me, and the fact that I now have no money to do my Christmas grocery shop! We live on a tight budget and can not afford to wait 10 days!!! :mad::mad::mad::mad::mad:

spike7451

haggisAThome wrote: »

Unfortunately, that doesnt help me, and the fact that I now have no money to do my Christmas grocery shop! We live on a tight budget and can not afford to wait 10 days!!! :mad::mad::mad::mad::mad:

I can only sympathise as the process is quite antiquated compared to today's technology standards.It's amazing that money can go from your card so quickly but it takes ages to put back,banks are the same,you pay money into your account & it's there within a few hours yet if the bank credit you money,it takes a few 'working day's...

tomwakefield

revolu wrote: »

How much money is this making the banks/asda?

Say 100 000 x £100 reserved for 10 days.
So over a year 10 million at 5% is £500k and £1.5 million in call charges.

Are they though? When I buy something online and a hold is put on my money, my bank account might say:

Balance: £200
Available Balance: £100

So presumably the £100 that they held is still in my account earning me interest until actually taken, I just can't access it.

OlliesDad

revolu wrote: »

Say 100 000 x £100 reserved for 10 days.
So over a year 10 million at 5% is £500k and £1.5 million in call charges.

This statement is a few months old, but i thought i would point out that the calculation is wrong.

First of all we should point out that when they reserve the money, they do not take it, therefore they will not earn any interest.

Secondly, the figures used are purely speculative, but if we assume it really is 100,000 people each with £100 extra being taken for 10 days and the rate is 5% apr then:

Asda has £100 for ten days accruing approx 13p (it would be £5 if they held it for a year, so divide by 365 days and multiply by 10 to give the interest for 10 days).

So 13p x 100,000 people would be £13,000 which would only just be enough to cover the costs of 1 person answering the phone to the complaints for all these people.

So rather than being a scam, it just comes down to poor customer services.

squack

the lesson is, if you use a credit card instead of your debit card to pay for the goods then it isn't a problem waiting for the held monies to be refunded. if you don't have a credit card or plenty of money in your debit card account then avoid online grocery shopping because this is how the system works unfortunately.