ASDA complaint.......

vickiv55

I am just back from Asda and absolutely disgustd at how some members of the staff feel they have the right to rip me off and then patrionise me!!!
The following is a copy of the email I have mailed to asda CS, but is there any other email adds that would get me a response.
I've tried phoning the manager of the Perth branch, but the phone system is a nightmare and you cant actually speak to any!! grr:mad:

I was shopping in Adsa Perth today, 02/04/10 at 17.17pm.
I am emailing complaint at both the way I was spoken to and also you're confusing offer advertisement.
Firstly, I purchased 2 raw meat products, from the offer "any 2 for £4", however when I put the items through the till, the offer was not deducted from my receipt.
I approached customer services, who looked into this for me. One member of staff told me that it definitely said ANY 2 for £4, however the raw meat manager was not honouring it as I had bought one turkey and one beef burger product, and I was not allowed to mix and match.
I was not happy with this, as your advertisement clearly states ANY 2 for £4. there are no exceptions named on this ad.
I asked to speak to the raw meat manager, ELIZABETH, and I have to say I have never been so patrionised in my life.
I will try and relay the gist of the conversation.
I stated that the ad was not clear, and she told me that I could only pick 2 of the turkey or 2 of the beef prodcuts. Mixing and matching outwith the bays was not allowed. I then asked why I was allowed to mix and match any 3 for £10 - for example, chicken breasts, sausages, bacon and she told me that its a special promotion.
I was also told that for me to want to mix and match turkey and beef would be the equivalent of me wanting to mix and match turkey and toiletries?!!! How unbelievably rude!
I was also told that I was the first person to query this, and all the "REGULAR" asda customers have never had a problem.
Just to clarify, I do my weekly shop in Asda. And have done for the majority of the last 10 years, and if that doesnt make me a regular customer then i dont know what does.
I am also on your Pulse of the Nation team and cannot wait to share my experiences of this VILE and rude attitude to fellow Asda shoppers.
I want an apology for this.

If anyone has suggestions on how to get a response I would appreciate it.
I walked out of there with the firm resolution to go back to Tescos from now on!

fluffnutter

Asda gets more complaints on this forum than any other supermarket.

The best way to get a good response to a complaints letter is to be calm and polite, state the facts as you see then, leave out all emotive language and be clear about what you want to happen.

I know you're cross, and, believe me, shopping in Asda would make me cross too, but your letter just seems a bit of an incoherent rant about meat and someone called Elizabeth.

Although you've asked for an apology (so it's clear what you want), I'm not sure that you've fulfilled the other 'best practices'. Why not have a vent on here, leave it a couple of days and see how you feel then? If you're still cross, try again but I think you need to tone down the emotion.

MyRubyRed

I used to think Asda was a good supermarket but having been overcharged on a regular basis due to incorrect reading of bar codes Ive changed my mind. Any complaint letters (post and on line) have been totally ignored. I gave up and changed supermarket.

Esqui

You can see why she's only allowed to manage raw meat. Chickens don't mind what you say to them!

jennieshrew

I'm not an expert in these things (please see my other pOpuLaR thread on this board...) but I would probably have said something like the following:

I am writing to complain about the level of customer service I received today in your sore in Perth.

Your store clearly advertised an offer in your raw meat section offering “Any 2 for £4”. I selected two items from amongst the items offered on the promotional shelf. When I paid for the items I was disappointed to note that I had been charged the full price for the two items.

On complaining to your customer service desk I was told that the two items needed to be identical. This information was not displayed on the promotional pricing information and I would consider that any offer which allows any two items for a certain price allows items from the same shelf to be mixed and matched.

I also found your customer service staff to be rude and unhelpful. I was not offered a refund and they would not honour the price advertised.

I was charged £X.XX for the two items. As a minimum I would like the difference between the offer and the price I paid to be refunded. Tesco would offer me double this amount by way of compensation and I feel that if you did this it would go some way to restoring the level of trust and goodwill which I have built up as over the last ten years as a customer. I look forward to receiving an explanation for the poor level of customer service I received and an apology for the rudeness of your staff.

frivolous_fay

vickiv55 wrote: »

I had bought one turkey and one beef burger product,

For a while I thought you meant this literally. Now THAT would have been a deal.

trumpton

jennieshrew and fluffnutter have given excellent help and advice. You have to be civil and unemotional about your complaint, even though it's been an upsetting and annoying experience.

I don't use Asda - find it a bit depressing to be honest - but Tesco are also very guilty of poor price/offer signs and I have often had a trip to Customer Services after checking my receipt.

vickiv55

ah dear, having re-read my original email I was having a right emotional rant! however that woman was darn right rude!
The manager of the perth store is meant to be phoning me back tomorrow, by which time I will calm, coherent and matter of fact ( i hope) lol
Thank you for the advice, i've taken it on board

Mupette

I rang Asda a few weeks back for some Fray Bentos corned beef for my dad (he lives in France). It's hard to get hold of, so to not waste a journey, i rang the store i wanted to go to, asked if they had any, was told yes straight away. asked again, explained i was disabled and it's quite an effort for me to get out that day so only making the journey if they had some in stock, needed about 5 tins, yes she said.

I go to the store later in the day, and find that none are in stock, no space on the shelf and it looked like it wasn't stocked at all.

Found a staff member who was really nice, she could see i was upset, took me straight over to customer services, i explain the conversation on the phone, young chap on cs said he would ring the other stores to see if they had any, i ask also to speak to manager, duty manager was bought in, i was asked to sit down (apparently i looked so pale they thought i was about to pass out - migraines for you), again said what was said on the phone, the staff in store could not of been any nicer to me, they could not find the corned beef for me, and they don't stock it.

Went home emailed them, received an email back asking for my address so they could sent something to me as a way of saying sorry, it was only £5.00 voucher, but better than nothing, then a few days ago i had a call from the manager telling me the matter had been dealt with, catch up call and sorry.

So had a bad time, but the store staff really did try and help and sort it out

McKneff

I gotta be honest, i dont do Asda on a weekly basis, (Morrison Shopper, and alwys check my receipts, about 50% are wrong) but i have never had a bad experience with Asda, any time i have had to deal with customer services, they have always been friendly and helpful, even to the point if i have forgotten to retrieve my £1 parking fee, there has been a gent coming up and down the customer service queue just asking if you are just claiming your £1, and giving you your £1 thus cutting the queue in half or more.
Never had a problem with staff, now when it comes to ignorant bad tempered customers - i could write a book...............

Payless_2

I find the staff in my local Asda to be very polite, cheerful and helpful