How can I get a refund when my online grocery purchase from Asda is not delivered?

pagreen1966

I purchased my groceries from Asda two weeks ago. It was to be delivered on a Friday evening between 6 and 8pm. At 10pm it still had not arrived so I phoned their customer service department which would appear to be based in South Africa. The women I spoke to rang the store which was to make the delivery and they confirmed that it was still scheduled to arrive that evening. However, it never arrived and it was not delivered the next day even though I waited in all day long.

I rang the customer service hotline again and they told me that someone from the store would phone me on Monday to rearrange delivery. However, nobody phoned and nobody delivered! Now I discover that I have been charged for this non existent delivery. I have written to head office but after a week I have still not received a reply.

Due to ill health I have been having my groceries delivered to my house for the past six year from other supermarkets and I have never experienced problems before. I really am at my whits end with this. Asda seem to have no interest whatsoever in actually providing me with my goods even though I have paid them nearly £100. They just don't seem interested!

What advice would any of you give me with respect to trying to get my money back? Surely the fact that I never signed for delivery of the groceries concerned must be in contravention of some law!

BigLee_24

Get in touch with Asda and explain that you have recieved no grocieries from them and as such require a refund or the groceries to be delivered.... Try phoning the actual store you ordered from and ask to speak with the home shopping manager.... if that doesnt do the trick phone Asda House on 0845 9000931 they based in Leeds.

derrick

BigLee_24 wrote: »

Get in touch with Asda and explain that you have recieved no grocieries from them and as such require a refund or the groceries to be delivered.... Try phoning the actual store you ordered from and ask to speak with the home shopping manager.... if that doesnt do the trick phone Asda House on [STRIKE]0845 9000931[/STRIKE] they based in Leeds.

Don't use the rip off 0845 number, the geo number is;- 01132435435.
Also the CS number is freephone, (from a landline), 0500 100055


.

pinkshoes

I gave up with ASDA and home delivery, as although they delivered on time, if there was ever a problem, it took FOREVER to get any response from their customer service and a refund.

I use Tesco now, and although they don't always get it right, their customer service is brilliant, and things are sorted out so quickly. They also text in the morning to give a 1 hour time slot.

Why did you wait until 10pm to phone?! Or am I impatient and would have been on the phone at 8.10pm!?

squ1rrel5

You are not impatient - my delivery slot was between 6pm and 8pm tonight and they havent turned up. Its 8.01pm on my clock and am just dialling the number...... :mad:

paul55555

call at least after 815 calling 801 is just stupid.

paul55555

you are not charged by asda until you sign for it . it is the bank who holds the money not asda.

NCISROCKS

paul55555 wrote: »

call at least after 815 calling 801 is just stupid.

As is dragging up a 7 week old thread.

Abbafan1972

NCISROCKS wrote: »

As is dragging up a 7 week old thread.

Actually it's over a year old!

arcon5

pagreen1966 wrote: »

I purchased my groceries from Asda two weeks ago. It was to be delivered on a Friday evening between 6 and 8pm. At 10pm it still had not arrived so I phoned their customer service department which would appear to be based in South Africa. The women I spoke to rang the store which was to make the delivery and they confirmed that it was still scheduled to arrive that evening. However, it never arrived and it was not delivered the next day even though I waited in all day long.

I rang the customer service hotline again and they told me that someone from the store would phone me on Monday to rearrange delivery. However, nobody phoned and nobody delivered! Now I discover that I have been charged for this non existent delivery. I have written to head office but after a week I have still not received a reply.

Due to ill health I have been having my groceries delivered to my house for the past six year from other supermarkets and I have never experienced problems before. I really am at my whits end with this. Asda seem to have no interest whatsoever in actually providing me with my goods even though I have paid them nearly £100. They just don't seem interested!

What advice would any of you give me with respect to trying to get my money back? Surely the fact that I never signed for delivery of the groceries concerned must be in contravention of some law!

Why would not signing for an order be illegal? Royalmail deliver millions of parcels every year without a signature (small packets, standard parcels and most of the time recorded delivery items are never signed for). Then you have mainstream courier brightsparks leaving parcels in bins, on your doorstep which happens to be along a main road. What matters is whether you have actually received it or not.



With regards to getting a refund, speak to the store you ordered from.

arcon5

squ1rrel5 wrote: »

You are not impatient - my delivery slot was between 6pm and 8pm tonight and they havent turned up. Its 8.01pm on my clock and am just dialling the number...... :mad:

a bit extreme imo

I'd always wait half hour or so atleast incase the driver has been delayed elsewhere or stuck in traffic (although unlikely at 8pm..) or something of the sort.

EDIT: just seen how old this thread is