ASDA customer service is [Edited] Crap

daystrom

I ordered my XMas shopping almost a week in advance for delivery on 20th. It didnt arrive and nor did they phone and nor did they email.
I've wasted £3 on a telephone queue, and it takes them almost 3 days to respond to a form submission. Although I clicked on "contact by telephone", they sent an email.
This is what they say

Thank you for contacting us. I’m sorry for the inconvenience caused with your order being cancelled.
I’ve checked your account and can see that your order was cancelled due to problems with your payment details. On the day of delivery we tried taking payment for the order however it didn’t go through.
We then sent you a message on the number listed on the system to call us back so that we could verify your details. When you did not respond before the cut off time we then cancelled the order. A message was then sent to you informing you that the order had been cancelled.
Thank you for bringing this to our attention.
Regards,

They dont even have a way to reply, as replying to this email results in your email being bounced back. Also their submission form only permits 1000 characters (thats about 7 tweets) so my email response is too big.
So I've decided to post my undelivered email here.

I've just rechecked my phone logs and I have a missed call on the 16th dec, 17th dec and 2 on the 21st dec. There is nothing on the 20th dec.
You mention that a message was left. With whom, theres no sign of a call let alone a message?
You should check your outgoing call logs and then fire the employee who is lying to you. And why didnt I get an email, I was online all day?
Also, have you not heard of 3D secure? If you have that integrated into your payment system, like Tesco, credit cards are less likely to be rejected.
I'm a web developer and recommend you get it installed.

One other thing while I have your attention, in the first half of this year I was really annoyed when one of your drivers was delivering upto 2 hours before the time-slot I chose. This happened about 3 or four times.
One of the drivers even said that the other customers preferred it, which is such cop-out.

And there were a few occasions where the packaging on products were damaged. I had to throw away the food the following day. Shouldnt someone be checking? Or does your employees throw anything into the cart and expect customers to scrutinise the packaging at the door? Not really the ideal methodology if it delays your drivers and food gets sent back.
Theres only one time when I had damaged goods returned at the door, but only because the contents spilled everywhere.
Finally there was the odd occasion when I had an item missing, and an occasion where a product I didnt order was delivered instead of a product I wanted, which was also binned. Asda is becoming a bit of a false economy.

Tesco so far has a clean record and I've been ordering with them for a lot longer.

Jeff_Bridges_hair

Brilliant .. Telling a massive company owned by another massive company how to run their online business will get them up and running in no time.

Forwandert

I can see why they have a 1000 character limit..

corbyboy

daystrom wrote: »

Also, have you not heard of 3D secure? If you have that integrated into your payment system, like Tesco, credit cards are less likely to be rejected.

This sounds a bit unlikely. Where did you get this information from? If your payment was rejected surely it would be because of lack of funds or incorrect details. What has 3D secure got to do with it?

And if they deliver things incorrectly and damaged you have to let them know. A lot of their pickers don't seem to have any common sense. But if you phone them about anything missing, damaged or close to expiry date they always refund with no questions asked.

And if they deliver early and you are in, what's the problem? Or if you want to be really pedantic about it, don't answer the door and wait for them to come back again during the correct delivery slot?

BIGGER_THAN_THE_GAME

I do believe they have a serious culture problem at Asda given this post and someone else mentioning about lack of holidays.

The large superstore close to me (else I wont never go there again) has a customer service problem. Basicly a large majority of the staff behave as if customers are an inconvenience to them. I have had staff bump in to me and look at me as if I should not be there. Staff have personal conversations at checkouts whilst keeping customers waiting. Another time a disabled gentleman hadn't got enough room to negotiate his wheelchair past some tins of chocolate and two ignorant (to his excuse me please comments) members of staff blocking his way whilst continuing chatting to themselves. Their self-service tills are not fit for purpose, yet the staff tell the customers any of the following: you are doing too fast, you are putting them through too slow, you moved the bag - usually in a condensing manner.

I am grateful for my job. Whereas this poor customer service only frustrates me as they are plenty of other potential employees that would do a much better job, whereas the great majority at this store behave as the world owes them a living.

I think Asda are in rapid decline.

dmg24

Anyone incapable of articulating themselves without resorting to such vile language really should not be allowed near other humans.

tenmah

What vile language? Has it been edited because I can't see anything vile?

Oh sorry - I have only just noticed the title of the thread and realise you must have been referring to that

jennyjelly

Well, at the risk of sounding like Asda's b1tch I'd like to say my experience of their home delivery has only been positive. Although I don't use it all the time as I don't mind shopping unless there is a lot of heavy stuff to be bought, I have never had any major problems. They usually turn up within the allotted time slot and nothing has ever been missing or broken.

I had my Christmas stuff delivered on Weds, it came half an hour into the time slot and everything was fine, There were a few substitutions but they were all better and more expensive versions (we couldn't normally afford organic free range so the chicken was a nice treat!). The driver was courteous and helpful and the bill was correct.

Perhaps the poor customer service in the shops is down to local management, as our local store is great with really helpful staff.

Just for the record, I have no connection with Asda except as a customer. I shop there because I hate Tescos, and Sainsburys is further away and more expensive. If I need anything a bit special that Asda don't stock (because I acknowledge that it is a fairly basic store) there is a Waitrose next door.

Just wanted to put the other side to redress the balance a bit.

Happy Christmas everyone.

pulliptears

jennyjelly wrote: »

Well, at the risk of sounding like Asda's b1tch I'd like to say my experience of their home delivery has only been positive. Although I don't use it all the time as I don't mind shopping unless there is a lot of heavy stuff to be bought, I have never had any major problems. They usually turn up within the allotted time slot and nothing has ever been missing or broken.

I had my Christmas stuff delivered on Weds, it came half an hour into the time slot and everything was fine, There were a few substitutions but they were all better and more expensive versions (we couldn't normally afford organic free range so the chicken was a nice treat!). The driver was courteous and helpful and the bill was correct.

Perhaps the poor customer service in the shops is down to local management, as our local store is great with really helpful staff.

Just for the record, I have no connection with Asda except as a customer. I shop there because I hate Tescos, and Sainsburys is further away and more expensive. If I need anything a bit special that Asda don't stock (because I acknowledge that it is a fairly basic store) there is a Waitrose next door.

Just wanted to put the other side to redress the balance a bit.

Happy Christmas everyone.

Same.

On one occasion my card expired before the delivery (I hadn't noticed), Asda duly telephoned me 2 days before on my mobile to inform me there was a problem. I gave new card details on the phone and my shopping was delivered as usual.

My Christmas shop came on Wednesday evening, I was telephoned to be told there was around a half hour hold up due to all the snow. Shopping came, no substitutes and no problem.

BIGGER_THAN_THE_GAME

jennyjelly wrote: »

Well, at the risk of sounding like Asda's b1tch .....

Brilliant Jenny I like your turn of phrase, although I am sure you are not. Gave me a good laugh, thanks.:rotfl:

jennyjelly

Maybe the OP was just unlucky, it happens sometimes.