Problems with Asda Home Shopping

mancuk29

On the 17th November I took delivery of my Asda food order which I had ordered a few days earlier.

When the driver arrived he said there were "a few" substitutions" which were scattered around the bags, I had to check they were suitable and if not he would return them for a refund.

Most of the subsitutions were ok bar a few which were totally different than i ordered

a bag of cheese fingers so my little boy can take them to school with him - substituted for a block of cheese !

3 x 250ml fruit juices once again for my little boy to take to school substituted for a litre carton

and a few other issues - the whole idea of a substitution is that it should be as near to the product as possible ... obviously not on this occassion.

I returned 4 items in total - total of £7.82 the chap scanned them and said they would be refunded back.

Now to check rest of shopping ..... I order 12 loafs for the month and freeze them .. I got 12 loafs on the next day sell by date ...
not good .... yes they will be frozen but give me at least a couple of days

i ordered 12 muller rices .... oh sell by date 2 days after great

so I ring customer services and complain - promised refund of the loafs and rice .... also discussed the substitutions and was told the store would sort this.

Two weeks later - still no refund for substitutions so ring again to customer services (0844 number) and told that they would sort out for me as the store had not logged them back ... great !

Checked yesterday still no refund - so rung 0844 again and promised refund soon ....

Basically I told the operator the service was poor and explained all the problems .. not interested ..... just told to check statement in a few days time.....

Is it worth writing in ??? I paid for the privelage of the delivery I spent £259 on food surely more than an apology is due ??

I am not sure if I will use Asda again .. .has anyone had any problems with them ??

SpammyTheSpammer

I do not know about ASDA but had identical issues with Tesco home delivery:-

• Same poor replacements (I suspected that they actually had the items that I wanted and just wanted to get rid of the other stuff)
• Very short life goods (good for the store to get rid of these as well...)
• Three MONTHS to get refunds for undelivered items! I had to threaten to go in the store and SHOUT about it before someone actioned the refund.

So perhaps this is standard practice in food retail nowadays?

angelachristen

A few months ago I got overcharged by around £60!
It took me huge amounts of time chasing up the matter and was about a month or so after until they sorted it out.

Emmylou_2

Once, from Tesco Online, I ordered 18 tubs of cottage cheese & pineapple (I was on a diet at the time and was *ahem* slightly addicted to it!).

I got all 18 tubs. All with a use by date of two days later.

The woman on the other end of the phone wondered why that would be a problem???

Brockyman

I work as an Asda Home Shopping driver and I suspect this is a local problem. It happens from time to time when new staff are taken on but, in my experience, is not as common as is sometimes made out.
My suggestion is to call the store making the delivery and speak to the Home Shopping manager to tell them about it. If the problem is reported then action can be taken to sort it out.
Even better, have a quick check while the driver is still there (with the emphasis on quick please, lol) and he/she will either offer a refund or a re-delivery.
I can assure you that sending short dated items is not deliberate, it can cost more to put it right than it is worth and loss of customer confidence is the last thing we want.

Cheers,
Ian.