Customer Services moan: Asda's turn today!

geordie_joe

hek wrote: »

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!

Asda will argue that "roll back" prices are not special offers, they are just prices that have been "rolled back" to what they used to be.

I think "roll back" prices are just a scam.

They include them in their "Special offers" section, and promote them as special offers, but when you go (online) to the specific product it doesn't mention it is a special offer, just that it is a "roll back" price.

Therefore they can claim it's not a special offer, just a price that was rolled back to what it used to be.

I just wish they would give the same publicity to the prices they roll forward!