How would you deal with this?

recovering_spendaholic

First off, I don't know if this is the right board but if it isn't hopefully the mods will move it.

I don't get paid until 29th December so had budgeted really carefully for my pre-christmas shopping. I had to go into hospital for a major operation on 29th November and complications meant I didn't get home until 6th December and I am still recovering. I did an Asda online shop to be delivered on 23rd December and included things like Wii games, DVD's, CD's, wines and spirits to give as presents and all my Christmas food shopping. It sounds stupid but I was so terrified before the operation that I wouldn't do my Christmas shopping in case I was tempting providence - mad I know but....) Order total was £247 but I figured that if there were missing items on delivery then I could get out and get them either later on on 23rd or 24th as I would be feeling better by then.

Anyway 23rd December came and order due by 12 noon. AT 2pm my order had not come so I tried to ring but the home shopping and the Aintree store were constantly engaged. I eventually got through at 7pm, having been on hold to an 0844 number for what seemed like hours, only to be told that my order would not be coming and would be delivered on Christmas EVe. I asked about missing items and said I was very worried because I had alot of essential stuff on there. The girl on the phone told me that alot of customers were in the same boat and had decided to cancel the order and go to the store and shop themselves. If I chose to do this then they would refund the delivery and give me a £5 e-voucher. I decided to cancel and did so at 7.15pm. I then went up to the store at 10pm in the freezing snow and ice and did my shopping - getting everything I needed which I was pleased about. when I got to the till my card was refused. I didn't understand this as I knew that I had at least £500 in my account. I went to the cashpoint outside and it showed a balance of £516 but an available balance of nil. I then had to go through the embarrassment of saying I had to go home as I couldn't pay. When I got home at 2am I rang the Co-op bank and asked what had happened. They said that there were two anticipated charges (i.e. charges made against my debit card but which weren't showing on my statement yet) to Asda home shopping for £247.07 EACH! Both charges had been put through at 23.33 - four hours AFTER I had cancelled. The bank said that they couldn't do anything to re-instate the balance so I had to ring Asda. They gave me the authorisation numbers. I couldn't get through to Asda that night so started ringing them at 7am on Christmas Eve. When I got through they said that they were sorry but there was nothing they could do until after Christmas. I told them that I couldn't use my card because of their incompetence and asked what they were going to do about it. After about an hour and a half of ringing and them ringing me back they agreed to reinistate my order and promised to deliver it asap on Christmas Eve. I was in a right state about it all. No order came and at 4pm I rang again and was told that the driver was cold and had had to return to the store to have his tea but he would be at my house by 6pm (!!!!!!???) At 6.30 the order arrived but guess what? They had left loads of it out - the order charge was £203 but there was only £67 worth of goods delivered. The driver was very non plussed and said that they must have forgotten to load them on the van. Asda closed at 7pm so I rang the store again and was by this time nearly hysterical. The store agreed to stay open until I could get there and pick up the rest of my order but they couldn't deliver it. So at 7pm I drove the 8 miles in the ice and picked up the order. I asked what kind of compensation I would get and they didn't seem to think I would get anything. I think I should get some compensation as my whole Christmas Eve was spent in a mad panic trying to make sure I got some shopping and being unable to use my debit card, even though I had funds which SHOULD have been available had they not taken money TWICE. What would you do? I was thinking of writing to head office but I don't know if they will do anything about it but I think that I should get my shopping for nothing or half price or something after all that palava and when I rang the bank today they said that the overcharge won't be available until after 29th December either. Sorry for the long read!

Helix

Its a common problem with ASDA just have a search around on this site. Theres not really anything you can do other than stop ordering from ASDA. ASDA don't seem to be bothered.

ukoberon

Me personally , I would be going straight to the CEOs Office for U.K.Operations:

andy.clarke@asda.co.uk

what terrible service and an awful position to put you in.

montymud

Agree with above post, appauling treatment! Let us know how you get on

motherhen2234

ukoberon wrote: »

Me personally , I would be going straight to the CEOs Office for U.K.Operations:

andy.clarke@asda.co.uk

what terrible service and an awful position to put you in.

I'd also copy in the standard customer service email in as well. Your not going above anyone's head just making sure you get an answer

Trust copy in the boss and its amazing how helpful people can be!

jillymit

I agree. You've been let down and should at least get an apology from someone at the top.

No disrespect intended but it might help whoever you write to understand your problem if you break up the text a little.

caspercaz

yes, I contacted the ceo of a craft company , his assistant rang me personally to apologise several hours after e mail, refund , compensation and apologies it works. So sorry you had so much stress and hope you feel better now.

frogglet

What a stressful xmas.I would write but would not hope for a lot.
The last couple of years when i have been working loads I bought all my xmas and boxing day meals from Iceland so that I had no worries at the last minute, The shops only shut for 1day. So no one is going to starve to death.
I would never rely on supermarkets to deliver anything. You only have to watch the pickers, they really don't seem to care what they put in the boxes for delivery.

jenniewb

Wow- that sounds like a nightmare! I hope you get some form of compensation for having to go through that when it seems it was all down to their stupidity and lack of coordination as a company. I'd write to Watchdog about it, local newspapers- get the experience publicised as its really your only weapon (negative advertising).

moneypenny2k

I'd echo the go to the top advice, Log on to the companies house website, for £1 you can order the names and addresses of the directors of the company. Write to each of them at home, record the letter if you want to make them get out of bed. You will have lightening quick response.

I'd also agree with the advice on breaking up text. Paragraphs give the eyes a break and make it easier to concentrate.

Good luck, let us know what happened.

cadmus

you poor thing, what an absolute nightmate and soooo stressful for you. utter incompetance and disregards from asda.
sincerely hope you get a resolve you deserve . all thebest.