Asda home delivery. Refund problem

EssexGirl

Two weeks ago I had my shopping delivered by Asda.
All of the fruit and veg was on it's last legs and was battered and bruised. Some of the meat had the following day's use by date on them. Not very useful when you've done the weekly shop.

Anyway I called them and he said he would refund my card for the fresh goods. I checked with the bank and no refund had gone through. I then recieve a giftcard from Asda with no covering letter or anything, just addressed (badly) to me. It was my birthday so I wondered if it was from family.
Anyway out of curiosity I contacted my local store to ask if they could tell me how much was on the giftcard and it turns out it's my refund for the shopping I complained about.

I was told that my card would be refunded. I didn't pay by giftcard, so why send me a giftcard?
This effectively means I have HAVE to go to an Asda store to repurchase the items, which I couldn't do as that's why I had the home delivery in the first place.

Are they allowed to do this? Surely they have to refund my card?

I'm at work today and can't shop tomorrow and hubby just took delivery of this weeks order and guess what? They charged me for but didn't deliver the milk!! I'm currently waiting on the phone call they promised my husband they would make to me....

purplepardalis

So annoying - I'm not surprised you're fuming. Until recently I spent a number of years using online shopping for groceries because we didn't have a car. After trying out everyone a number of times, the only service I could rely on was Ocado. I never had a missing item, always had plenty of shelf life and service was always good. I may have had to pay a bit more than Asda but I never had to go and get something that they missed off and everything genuinely lasted.

I'm guessing in your case that unless it is in their terms and conditions that they will send things with X amount of shelf life then they can actually give you a giftcard as a refund. What actually happened with the shopping? Did you keep it or did they come and collect it once you'd complained?

fluffnutter

Half the complaints on this forum are about Asda online shopping. I don't know why people bother.

pinkflop

I agree - Asda home shopping is absolutely shocking! I have had smashed eggs, out of date meat and fruit looking like it's on its last legs!

I really hope you get this sorted EssexGirl.

EssexGirl

purplepardalis wrote: »

So annoying - I'm not surprised you're fuming. Until recently I spent a number of years using online shopping for groceries because we didn't have a car. After trying out everyone a number of times, the only service I could rely on was Ocado. I never had a missing item, always had plenty of shelf life and service was always good. I may have had to pay a bit more than Asda but I never had to go and get something that they missed off and everything genuinely lasted.

I'm guessing in your case that unless it is in their terms and conditions that they will send things with X amount of shelf life then they can actually give you a giftcard as a refund. What actually happened with the shopping? Did you keep it or did they come and collect it once you'd complained?

I got yo keep it, but the fruit and veg were in such bad condition that the compost bin got a good meal out of it.

As for today, I got a phone call from the delivery driver apologising after he found the milk and he delivered it soon after.

tlise

EssexGirl wrote: »

Two weeks ago I had my shopping delivered by Asda.
All of the fruit and veg was on it's last legs and was battered and bruised. Some of the meat had the following day's use by date on them. Not very useful when you've done the weekly shop.

Anyway I called them and he said he would refund my card for the fresh goods. I checked with the bank and no refund had gone through. I then recieve a giftcard from Asda with no covering letter or anything, just addressed (badly) to me. It was my birthday so I wondered if it was from family.
Anyway out of curiosity I contacted my local store to ask if they could tell me how much was on the giftcard and it turns out it's my refund for the shopping I complained about.

I was told that my card would be refunded. I didn't pay by giftcard, so why send me a giftcard?
This effectively means I have HAVE to go to an Asda store to repurchase the items, which I couldn't do as that's why I had the home delivery in the first place.

Are they allowed to do this? Surely they have to refund my card?

I'm at work today and can't shop tomorrow and hubby just took delivery of this weeks order and guess what? They charged me for but didn't deliver the milk!! I'm currently waiting on the phone call they promised my husband they would make to me....

I had a delivery 3 weeks ago with £16.47 of fridge items charged for but not delivered....I am waiting for the third refund to go into my account as the first 2 have been completed apparantly, but haven't gone back on my card. He laughed when I said I would be rining again thursday to complain its still not in, but I won't. If its not in by thursday, which will be 4 weeks, I have a letter written and addressed ready to go in the post before I seek legal advice. Its beyond a joke. not only was I out of pocket, I use Home delivery because I can't get to a supermarket and the fridge was consequently bare all week. Luckily my inlaws got us some milk or we would have been well and truly stuck, with 4 children to feed.

They say the first 2 were done, and can't understand why it hasn't gone in. one woman actually said it won't show up online, to get a paper statement!!?! errr no it shows online first but the bank has confirmed they have had no refund for me from there. And I have now spent over £3 in phone calls so far.

I swore after the other let down times, shopping been rearranged for delivery half hour after my 2 hour time slot, items missing, wrong items put in, that I wouldn't use them again, but this time its definate. As I said in the letter its cost me more than it would have done anywhere else, only I haven't got the items to show for it. And its not just me, everyone I know who has used ASDA wouldn't use them again.

I just need to find an official body to complain to now.....

tlise

They also told me they have been having an ongoing problem for 2 months with refunding back onto cards....thats a poor excuse from a large company. They can take it easily enough.