Asda deliveries

MASHER154

I have just changed my home shopping from Tesco to Asda as Tesco have not delivered twice when they should have over the last few weeks, and a lot of my normal favourites have been unavailable.
I have had unbelievable bad service form Asda, last week my first order turned up 1 hour before due delivery slot and last night it never turned up at all. Spent nearly 1 hour waiting on phone from 9-10 waiting for a customer sevice agent to answer the phone and when he finally answered said that they had had a puncture and were running up to 2 hours late, but assured me they were still coming. Stayed up till midnight and still no show, so decided to go to bed and ring in the morning. The agent said that they could not find me, although no phone call from them, and that the store would ring me this morning to arrange a delivery time. I received no phone call and the driver turned up out of the blue at 12.30 believing that the store had rung me. The order was a complete mess, the frozen goods had all thawed out and the bottles of liquids i had ordered had all split open over the other goods. I asked the driver to take the goods back, but he said he had no paperwork and could not credit me, so to keep the goods and ring customer service, which i have with no one wanting to take responsiblity for it and to ring me back which again they have not. Has anybody else had similar problems and if so how did they go about getting some satisfaction.

lizzywig

I've had good and bad service from both Tesco and Asda, it's pot luck. Weigh up the pros and cons, best customer service, Tesco clubcard points etc. We went for 2 months of Tescos being appauling, food missing, not turning up, turning up early, all the usual sort of problems. Then one day the shopping turned up ruined, the fairy liquid had split over everything! When we started unpacking everything eggs were missing, bottles of coke were missing and worst of all 3 bottles of wine were missing. In addition the fairy liquid had split all over our carpet and we live in a rented property. We cleaned everything up as best as we could as the delivery guy seemed uninterested but we realised everything was ruined. Oh and not to mention the milk was split open and the cabbage and lettuce looked like it had been used in a game of football. We called customer services said they would refund the milk etc but that they would need to investigate the alcohol as it was high value. After about 10 calls with me practically screaming "I spend more time on the phone to you than I do with my husband" they eventually put me through to the delivering store. The manager was v helpful, apologised and said we should call a particular person and list everything that was ruined, they refunded the full amount and told us to keep everything. A lot of things I rebagged and kept but some stuff I needed to chuck away. I asked about the missing things and she said she would deliver it to us personally - she did and she refunded it.

So this is about you and not me, but my point is, whoever deals with it best, stick with them. Do you know your delivering store? Call them up and ask to talk to the manager. Tell them you have not having any luck with customer services. Explain that you switched from Tesco due to back experiences but those bad experiences now seem like a drop in the ocean. I will be suprised if they don't do anything. If all else fails, write a letter.

I remember trying to get through to Asda when they substituted 3 bottles of wine (on 3 for £10) with their most expensive wine, it cost me £35!!! I tried calling for 3 days but couldn't get through to anyone at all. So never again for me!!! Back to Tesco who have been perfect ever since....I think they've marked me as an awkward customer. I don't care because the service is great now!!

Francesanne

I've been using Tesco since last July and I've been very happy & satisfied with their service. Was never very keen on do my grocery shopping online but due to my husbands health problems had no alternative. Wish I'd used it years ago. It's well worth the delivery charge and it's actually saved me money. Even during the dreadful weather they arrived on time.

MASHER154

I thought i had better post and say that Asda finally cancelled my order that had come a day late in bad condition, so i received my money back. I am now satisfied, but i should have not had to make numerous phone calls. In the end i asked customer services which store had delivered my groceries and when i rang them direct the manager was very helpful and refunded my money.
The moral of this story seems to me that it is better to ring the store direct if you have home delivery problems and not the customer service number on the delivery notes.

EmmEve

I gave up with asda! Constantly getting bad service and they took the biscuit when i rang to say the driver hadn't left a bag of my shopping and the girl was rude to me and refused to give me her name! I constantly had things being unavailable, basic things like eggs, carrots, potatoes, none of those in store at all - i simply don't believe it! Some things they never seem to substitute either like nappies. Last time i complained about lack of substitutes i was told i should tick the substitues ok box. Well really whats the point??? It is ticked and you haven't subsituted anyway!

I always used to ring the store direct with problems. You are right the home shopping number is useless! Although last time i complained to the manager he told me had no authority to refund. I then complained to head office who didn't reply!! Emailed the managing director in the end! Oh yes asda rule the roost on bad customer services.

My mum has also had problems (she was the one who gave me the email address for the managing director lol) and was told on one ocassion her email had been deleted without being read.

BatOutOfhell

My Asda Delivery turned up this afternoon when I wasn't here (got held up at the Dentist - couldn't be helped). Rang the mobile number for the Driver - he wouldn't pick up so I left a message asking him to come back. Rang the Customer Service number and they rang the Store. The Store Manager told them to tell me that the Driver couldn't come back to me, he was too far away and that they would ring me in the morning to re-arrange delivery. I'm really worried that all I'll get tomorrow is a pile of defrosted ice-cream and some very bruised fruit.....

When this happened to me with Waitrose the driver stopped his van to answer my call and promised to come back at the end of his delivery run - that's what you call service! (Unfortunately Waitrose were going to be £20 more expensive for the same list of items and that's just too big a gap for me to justify using them.)