Customer Services moan: Asda's turn today!

maman

:mad:Just wanted a quick moan about Asda to get it off my chest. I think what annoys me more than anything is the patronising platitudes. Today I complained to the 'Grocery Manager' in my local store that the SP orange juice, which had gone up 4p(?) a litre since last week had an enormous Rollback notice stuck on it. All I wanted was an agreement that this could be misleading and a promise that he would do something about it (i.e. the notice). I got every excuse from VAT changes to Trades Description to competitor supermarkets to even that their Head Office don't tell them what's going on!

I left telling him I was not happy with his explanation but I'm still unsure wheteher he was obtuse or just plain stupid:mad:

Is it me or has anyone else noticed that their Asda store is very quiet recently? With service like the above, I'm not suprised.

Lovingmum23

I would like to join you in your moan about Asda. I decided to shop online to reduce the cost of my weekly shop and I chose Asda as they are constantly stating that they are cheaper than anywhere else.
I picked my delivery date as requested (as it says this will then take account of any promotion changes) and placed my order. When my order arrived it was £10 more than stated on my original bill. I then trawled through my bill making a note of several items that they had overcharged me on. I then rang up their customer service line (at 5p per minute) and complained to the very understanding young man at the other end.
He advised that some of the offers had changed and that it doesn't always show this on your online bill. Also some of the items were still on offer but when they were put through the till this hadn't been picked up. (I wonder how many people were in store buying things that they thought were good value without realising they were being charged full price):mad:The young man at Asda advised that this is something that happens alot and many people have complained but I wonder how many people don't check their bills.
Sorry to go on but I feel this is very wrong and everyone should be aware and check your till receipt!!:mad:
Oh I did get my money back this time but was warned that this may not happen if I complain again!!
Thanks for letting me moan!!:mad:

chelle

I have noticed that SP long life Orange juice has gone up, but the chilled smart price, is still 56p for 1L, so I have been buying that instead.

As for the "rollback" thing, I expect it is someone who has not done there job properly and left the "rollback" signage on there!

maman

chelle wrote: »

As for the "rollback" thing, I expect it is someone who has not done there job properly and left the "rollback" signage on there!

Exactly, that's what I thought and all I wanted was an admission that this was misleading (under the price rise circumstances) but....

bladerunner73

If it's OK with you all I'll join you to moan about Asda, today I've been overcharged by £30, £25 for a 2 for £3 offer that didn't work and the rest because I ordered two meal deals which they didn't pick the desserts for so the two items they sent cost the same price as the meal deal should have been. So I'm now waiting for confirmation of my refund because they have to authorise anything over £15 with the store.
On the whole this experience stinks and I certainly won't be using Asda on- line shopping again.:mad::mad::mad:

derrick

Lovingmum23 wrote: »

. I then rang up their customer service line (at 5p per minute)

0500 100055, free from a landline.

Or you could try 020 70594550, not sure if it works but I got it using 1471 when they called me back.

P1R4T3

I've used home delivery a few times and had few problems with it, I guess it depends who your shopper is! I never would have imagined having to pay more than the order as they always substitute for something cheaper... I would use common sense if someone had clearly chose a multibuy.

I have had some stupid subs though - vegetarian sausages, I'll give them these pork ones instead..

Ellie2758

:rotfl::rotfl::rotfl:

P1R4T3 wrote: »

I've used home delivery a few times and had few problems with it, I guess it depends who your shopper is! I never would have imagined having to pay more than the order as they always substitute for something cheaper... I would use common sense if someone had clearly chose a multibuy.

I have had some stupid subs though - vegetarian sausages, I'll give them these pork ones instead..

boovy

May I join you in this Adsa moanfest? I go in if I am in the area but have consistently found the staff unhelpful and unknowledgeable.

Having heard that their mobile tariff was very competitive I ordered a phone online 3 weeks ago as a gift for a hard-up family member. In that time I heard nothing after acknowledgement of order email. The Track Your Order link in this email didn't work either.
I sent 2 emails to follow it up. No replies.
Today I rang them and spoke to helpful person who said the phone would be despatched today. Let's see.
I asked the same person nicely re procedure for making a complaint; he cut me off.
They are building a superstore in my area, next to a local community of shops. I definitely won't be shopping there!

hek_2

I too have had an issue with being charged more than I thought for asda online. I ordered my shopping last night and some of the large bags of choccies were on offer at 87p rather than £1.75 so I thought I would buy a few to keep in the cupboard. However when they arrived today they charged me £1.75. 3 had been substituted and price matched back to £1.75 not 87p, the other was just charged at £1.75. I phoned to complain and was refunded the 3*88p for the ones that were substituted but they wouldnt refund the difference for the on that hadnt been substituted. Their reason was that it was a rollback offer which had expired overnight and it clearly stated in their terms and conditions that I would be charged the instore price on the day of delivery. I was not happy as had I known that they wouldnt be on offer today I wouldnt have bought them and rollbacks have no expiry date, one day they're there and the next they're not.

After looking at trading standards and consumer direct websites I found that they are actually breaching their agreement with the OFT as all supermarkets have agreed to make clear how their online shopping schemes work, including "ensuring special offer prices quoted online are treated as firm prices for orders that are to be delivered in the offer period - how long the offer lasts will be made clear" therefore by not having an expiry date on their rollback they are not keeping to this agreement. I think I may write to the OFT as although I finally got a refund after complaining again it was obvious nothing would be done to stop it happening again!

Rant over!

MrsBartolozzi

I see what you mean HEK. I've never ordered from Asda before, but I am used to seeing "offer price for orders delivered by xx date"on other websites - Sainsburys and Tesco, but none of the Rollback offers I clicked on showed an end date. That's not clear and I'd send the OFT an email if what you quote is their line on it.