Asda - grrrr!

queenpig

I'd never use asda delivery again, supposing I'd have to crawl to a shop on my hands knees I'd never use them.

Over a month ago I ordered my shopping, on the delivery the shopping didn't arrive so half an hour after the slot I called c/s to see where its at, oh the van had broken down, its on another van? I will called the store, the call you back...anyway cut a long story short after being fobbed off I cancelled the order on the morning of day two. I simply couldn't wait any longer.

Asda have still took the money from my account for shopping I've never recived, I have rang c/s and been fobbed off to call the bank to ask them where my money is, the bank don't want to know, they tell me to call asda, asda tell me to call the bank.
The fob me off on the phone ignore my emails, and I wouldn't care if I was rude in either the emails or on the phone but I never am.

So somewhere I have over £50 "lost" and without a clue where to or what to do next to get this money back! Other than simply writing off as a bad debt?

chickywiggle

well I have written my 2 page letter of complaint (a4, typed, size 10) and a business plan

I hope people don't mind but I have quoted bits from your posts as 'person 1/2 etc' so they can see some other comments.

I'll let you know if I have a response.

lindseykim13

this is why i stopped shopping with asda all together even in store their cs is awfull, food deliv always has too much missing and charged for. instore v unhelpfull my card wouldn't work in their stoopid self serve checkout 3 times, i was made to feel like a criminal only to find after waiting 10mins at customer service that machine worked fine and they had been having probs all day with the self serve no appolgy or anything i was preg and my frozen stuff was defrosting! i shop with tesco now never had a problem.

lovethymini

Well just a bit of an update following my disastrous attempts at getting Asda to deliver some shopping to me (I know, I'm so demanding );-

Turns out they'd been having problems all Sunday (so why didn't they call to let us know?)
They were only supposed to put 10 orders on a van but were putting 16 on, to try and catch up.
When we chased our order after the delivery slot had passed, the call centre told us our order had been delayed (wrong, it had been removed from the delivery list)
We were told on Sunday the Home Delivery Manager would call us yesterday to apologise and offer compensation, but they never rang.

So our order didn't arrive, no-one rang to inform us it wouldn't arrive, and no-one called us to apologise.

I shall also be sending a letter of complaint to Asda.

Stuff their expensive advertising campaigns, I think they need to send their managers on training courses and teach them how to use the telephone.

The story has a sort of good ending though - Mr T delivered yesterday (on time), with 8 yoghurts on a use by date of 1 March. Unfortunately we couldn't eat 8 yoghurts in one day, and as hubby's on kitchen duty we didn't notice till today.

Someone pass me a brick wall?

Cheers.

:wall:

I'm going with Sainsbury's next time.

lovethymini

wannabe_sybil wrote: »

Service varies from area to area, but I have no problem with my local Sainsburys - and they do one hour time slots as well.

Also, for what I buy Sainsbury is slightly cheaper than Asda, but I think that will vary from shopper to shopper.

I think it is worth trying out all the local ones and seeing how they work out, and you may find either Asda/Tesco/Sainsbury work out for you.

I always use Mysupermarket, (where they compare trolley prices between Asda, Tesco's, Sainsbury's and Ocado.)
I find that wherever I decide to shop, that is where it's cheapest. This is because I always make the most of their reductions, ie I'm not brand loyal with nappies, I'll buy what works out to be cheapest within the selection of nappies I like to use.
I think Sainsburys are excellent though, I used to work there years ago so I'll always have a soft spot for them

aardvark65

chickywiggle wrote: »

well I have written my 2 page letter of complaint (a4, typed, size 10) and a business plan

I hope people don't mind but I have quoted bits from your posts as 'person 1/2 etc' so they can see some other comments.

I'll let you know if I have a response.

Who did you write to? I eventually got an email reply asking for product numbers but when I replied the email bounced back!!! Inbox full of complaints? I wish to write to someone senior. As well as c*cking up they have overcharged me £32+!!:mad::mad::mad::mad::mad::mad:
Anyone with a name/ address?

aardvark65

:mad::(:(:(:mad:Have now received a voicemail - they are refunding me but £11 less than they overcharged. I am now beyond exasperated! If anyone has the name of someone senior or even better their email, please let me know.

smk77

aardvark65 wrote: »

:mad::(:(:(:mad:Have now received a voicemail - they are refunding me but £11 less than they overcharged. I am now beyond exasperated! If anyone has the name of someone senior or even better their email, please let me know.

Give them a call and ask them why there is £11 less? You said that it was £32 overcharged and if that's £11 less I assume that they said they were refunding £23. Perhaps they got their digits mixed up? Of course, given the whole experience, I can understand you wanting to contact someone more senior.

I gave Asda a call last night. My 5th since Friday to tell them not to bother trying to arrange a delivery of my missing items and to refund me. The CS had clearly tried to contact the store. They had records of doing so and even the name of the person at the store who they finally spoke to. Unfortunately, the person at the store who should have contacted me didn't bother.

The girl I spoke to was very apologetic. I had a bit of a conversation with her about how they get the abuse from customers who are angry about missing items, delays etc but there is little they can do if the stores don't pickup the phone when they are called. From what she was saying she gave me the impression that this happens a lot and annoyed her.

There seems to be very poor communication channels between the CS and the stores. I suppose the solution is to contact the store directly.

chickywiggle

This is the address I wrote to in the end....... on their website (tho for some reason the postcode is wrong below)


Customer Services[FONT=&quot]
Asda Stores Limited,
Asda House,
Great Wilson Street,
Southbank
LS11 5A[/FONT]


Hope it helps.
[FONT=&quot][/FONT]

chickywiggle

Just though I'd report back.

Have had a lovely letter back from Asda headoffice. "we don't want to loose you blah blah blah", "comments have been reported.... blah blah blah".

Result - £25 evoucher on my account for next shop.

(also tis a 'bronze' code so if i find other voucers i can use those too. Tho glad i checked as it has to be used by mid May!!)