ASDA customer service is [Edited] Crap

redcard

daystrom wrote: »

You're right people should start using other supermarkets. The big 4 needs sizing down if the documentary, Panarama, is anything to go by. As for "Angry Teenager" comment, obviously you're not a parent 'cos teenagers throw a strop and get their parents to shop for them rather than make a complaint.
I'm more of a "student protester"

One other thing your last rant is more ridiculous, and sounds like an actual teenager and a bit angry at people who makes complaints to supermarkets. Actually you also sound like a Tesco employee.
That "leave your chin up comment" after saying "use tesco next time", then your rant at the bottom. Sounds almost like reverse psychology.

You know, I always wonder why so many people don't know the difference between 'then' and 'than'.

You sound like a keyboard warrior; but I guess you think that makes you the next Che Guevara

Plus, 'Panorama'.

daystrom

jb66 wrote: »

Usually when they say "Brilliant, your early, now I can get the tea on." is a good indicator.

If my next slot is 17:00 and I arrive at 16:40 obviously i'm going tap the door to see if they are in and want the delivery, its not very efficient waiting 20mins then getting stuck in traffic later and actually being late for someone else, its pure common sense,and damage limitation.

If you really don't want it early as I've said, put a note in saying so, but I guess if you do that you cant have your petty arguments anymore.

Your a minority, most like it early, I think your the type of person who just likes a whinge over nothing!

If you make the driver wait then so be it, i'll wait till 16:55 and then take the stuff out, wheel it to your door and then as soon as the pda clicks 17:00 i ring the bell, if I get no answer or a snooty comment about its not time, i pack it up and take it away, doesnt bother me.

Again "TIME SLOT" and again payment for the time slot. Go read the trade and industry website and the law on customer rights on trades and services. Arriving up to 2 hours, yes 120 mins not 20 mins as you're suggesting, is a different time slot.
And your comment over "whinge over nothing" suggests that you're someone who glances over some txt and gives an opinion based on preconceived ideas. This wasnt 1 delivery that was 20 mins early FYI. I leave you to ponder the number of times they do it and how early they deliver. But you are way off the mark.

daystrom

real1314 wrote: »

Complainer in "accuses people who don't agree of working for the problem company" shock!

Jeez, get over yourself. :cool:

OMG!!!! Read the other posts. Like the one above yours. People who have posted DO actually work for the supermarkets.
You can tell by what they have said and not simply because they disagree.
The FACT still remains that if you advertise a service, you should deliver that service. If you cant offer that service as advertised then it should be free and the cost recouped elsewhere.
So get over urself :beer:

daystrom

redcard wrote: »

You know, I always wonder why so many people don't know the difference between 'then' and 'than'.

You sound like a keyboard warrior; but I guess you think that makes you the next Che Guevara

Plus, 'Panorama'.

Brilliant redcard, you get the Turner Prize for literature :j

daystrom

shelly42 wrote: »

Is this you?

Is this u shelly42?

nomoneytoday

Next time use Ocado

retrobabies

Hi, this is my first post!
I am appalled at ASDA and their customer service too,
I ordered my Christmas food shopping at the beginning of December for delivery on the 23rd, possibly the first time I have EVER been organised! I was very proud of myself! And with 2 small children I was counting on not having to rush out into the mayhem that is Xmas Shopping!!

The 23rd came and I waited in for my delivery. I forgot what time it was coming so logged into my account online to double check the time, only to find the delivery was cancelled. No email, no phone call...I called customer services to find out why. They said it was due to bad weather. There was snow a few days before but the roads were pretty clear, but the point is I had NO CONTACT from them and I was relying on this shopping!
I was told that they could not re arrange delivery and I made a formal complaint.
Last week I phoned Asda customer services again to see what was happening about my complaint and I was told they were looking into it and offered me a Free delivery voucher for my next shop!!!!! I politely told the lady on the phone that it was completely useless to me as I would never use asda again!

They then offered me a £10 voucher, so I have done my final shop on Asda, purposefully choosing the most expensive delivery time and only spending the minimum I need to for delivery, minus my £10 voucher. I won't be using them again!

Maisie.

daystrom

Nice one retrobabies. At least you've got something out of it.
I couldn't even get through to their customers support line, I spent ages on a queue wasting more money.
Asdas market share for 2010 has dropped and frankly I'm not at all surprised.
May even be due to all those undelivered groceries.:rotfl:

jb66

Im sure it will be a relief to the supermarket to loose you as a customer. I normally dont get home till 1815 but arrived early at 1745. Tesco delivery was waiting outside so ABSOLUTLY DELIGHTED as i'e got the tea on for the Mrs coming home

WELL DONE TESCO NUMBER 1 SUPERMARKET OF THE YEAR AWARDS 2010-2011

tysonthedog

Written to try and laugh instead of despairing at Asda....hope you smile too. Published in loacal paper 27th January 2011

19th January 2011

Dear Sir/Madam

The director’s office at Asda has no concerns regarding me putting my thoughts as to how they deal with customers that have Asda related issues into the public domain. Whilst I have not detailed or supplied the correspondence between myself and Asda I am happy for the same to be published as they have further advised me that this would be my prerogative. This matter involves:


· An item (an office chair) ordered and paid for via the internet but never delivered
· An item of internet grocery shopping being increased by 36.2% in cost from point of order to point of delivery but included in Asda’s definition of a slight variation in price
· An internet grocery weekly shopping invoice being more than 10% over the ‘approximate’ amount advised to be charged but included within Asda’s definition of a slight variation in price.

Based on my recent experiences of dealing with Asda I detail below what it would appear to me to be their training module for dealing with inconveniences such as customers:



CUSTOMER SERVICES TRAINING MANUAL


RULE ONE: “Don’t tell them your name Pyke!”
Never give a customer either a surname or a reference that they might ever be able to contact you again. Instead offer them a Christian name, preferably not your own.

Result: Customer is never heard of again = complaint resolved
Or: Customer is heard of again = invoke rule two


RULE TWO: “Never telephone a customer back!”
Offer to telephone a customer back or, better still, say that a manager* will telephone the customer back.
*manager = a person who in the past took responsibility** of an organisation/company/office/
Department etc., This definition does not apply to a line manager.
**responsibility = being in control of/accountable for

NB: Rule One to be maintained at all times.

Result: Customer is never heard of again = complaint resolved
Or: Customer is heard of again = repeat rules one and two

Result: Customer is never heard of again or has died = complaint resolved
Or: Customer is heard of again, this time by letter (not by email as our site does not offer the correct address as a cost cutting exercise) = invoke rule three


RULE THREE: “Never read a customer’s complaint!”
A customer’s written complaint can be demotivational and reading such material is unnecessary. Instead respond by second class post (as one does not wish to elevate any complaint to first class) with a standardised apology letter (i.e. ‘your comments will be forwarded to the relevant department’) and enclose a voucher which in your expert opinion as a customer services adviser or perhaps by now as a ‘member of Andy’s* Team in the directors office’ (yes you are hereby authorised accordingly to call yourself a member of Andy’s team) adequate to make the complaint go away.

*Andy no longer refers to Andy Bond president and CEO of Asda because he is no longer president and CEO of Asda. However Andy Clarke is. This is in some ways a red herring as the staff at Asda don’t know of either men and even if they did (which they don’t) then they would never give out their names as this would contravene rule one.

Result: Customer is never heard of again or has died or has spent the voucher = complaint resolved
Or: Customer is heard of again (ask yourself do we really want a customer like this one?) = Invoke rule four


RULE FOUR: “Offer the awkward cuss a refund (preferably in the form of store vouchers because it means ‘ASDA PRICE’ (tap !!!* twice with right hand) to us, in exchange for them returning the product as they received it”
At this point stroppy customer (remember it is neither our fault nor our responsibility (see rule two) that the awkward cuss has become stroppy) might try to get even more stroppy by claiming irrelevant points such as they have never received the item that we charged them for in the first place so how can they return it? If so go back to rule two remembering that rule one must be adhered to at all times.

*Ensure that the !!! you tap is your own !!!. Failure to do so can result in disciplinary proceedings.
Result: Customer is never heard of again or has died or has recently been subdued by prescribed medication = complaint resolved
Or: Customer is heard of again (and we really do not want such a customer for sure)


RULE FIVE: “Clarify age of customer”
If the customer appears to have little time left on this planet go back to rule two but always remember to adhere to rule one. If the customer does not fall into this category go back to rule two anyway as this will ensure that the customer does eventually fall into this category.

Result: Customer is never heard of again for whatever reason = congratulations on a job well done.
Or: Customer is, somewhat incredibly, heard of again = invoke rule six.


RULE SIX: “Accept a marginal defeat”

Refund the amount the customer is demanding back into their account and send them an e-voucher for half the amount of the gift voucher referred to in rule three. They are unlikely to order anything else from us off of the internet so there is little likelihood of them ever using the e-voucher. Another positive can be enjoyed knowing that the customer has been further annoyed because they have ended up with a voucher they are unlikely to use and one that is worth only half of your original generous gesture of goodwill. Do not refund the delivery charge for the item which was never delivered unless the customer notices that the charge has not been refunded. If the customer demands a refund of the said charge go back to rule two remembering rule one at all times. In this way the defeat will remain marginal and you can sleep easily.


Does Asda want to question anything? I suspect not. Shame on you, Asda.




Yours sincerely





Mr.M.D.Senior