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ASDA Complaining - Result at last!
fznuk
Posts: 31 Forumite
My elderly mother suffered at the hands of an insulting arrogant checkout girl just before Xmas 2010 on a busy shopping day and was so upset and traumatised she decided to complain using the number on her till receipt. After talking to an uncaring customer service rep she received the usual standard apology letter and nothing else. After having the letter and receipt scanned then emailed to me i decided to take the matter further via email to their main Customer service team.
Not only were they unhelpful with their replies or trying to resolve the matter with my own suggestion of maybe a more personal apologetic letter and some gratuitous vouchers to entice my mother back in one of their stores i was just past from one customer service person to another... five in all!!
The last one said that the matter was passed back to the store manager who will call me?! I said it was my mother that was the victim not me! so she finally got a direct call from him and was offered £10 vouchers but she refused as it took all this time to even get to any resolution...finally he settled on £20 to spend in store via a card after 'haggling' with her?!!
This was a small victory but putting the actual incident aside its appalling that such a huge business like ASDA or should i say Wall-mart can give such bad customer service when it could have been solved quite easily with a bit of common sense and common decency?!
ASDA kept on stating their 'Legendary Customer Service' within each email and that everything was always logged on their system to help train their staff.....all a load of S#*T!!
The latter wasn't true since they had to ask for my mothers details all the time! :mad:
Anyway, it seems persistence is the key!!
Not only were they unhelpful with their replies or trying to resolve the matter with my own suggestion of maybe a more personal apologetic letter and some gratuitous vouchers to entice my mother back in one of their stores i was just past from one customer service person to another... five in all!!
The last one said that the matter was passed back to the store manager who will call me?! I said it was my mother that was the victim not me! so she finally got a direct call from him and was offered £10 vouchers but she refused as it took all this time to even get to any resolution...finally he settled on £20 to spend in store via a card after 'haggling' with her?!!
This was a small victory but putting the actual incident aside its appalling that such a huge business like ASDA or should i say Wall-mart can give such bad customer service when it could have been solved quite easily with a bit of common sense and common decency?!
ASDA kept on stating their 'Legendary Customer Service' within each email and that everything was always logged on their system to help train their staff.....all a load of S#*T!!
The latter wasn't true since they had to ask for my mothers details all the time! :mad:
Anyway, it seems persistence is the key!!
0
Comments
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So your reason for complaint was to get some free gift vouchers? I can't help but feel if you were a little less pushing and demanding, and not mentioned money at the first opportunity, you may have received a more effective result, e.g. staff retraining etc.The quickest way to become a millionaire is start off as a billionaire and go into the airline business.
Richard Branson0 -
what actually happened to your mother? reading your post i certainly don't get any feeling that asda were in the wrong.0
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Unless she was personally actually insulted i would say 'traumatised' was a bit over the top.
Have you actually ever seen anybody truly traumatised.........
and just for the record, how old is elderly:rotfl:make the most of it, we are only here for the weekend.
and we will never, ever return.0 -
Were she truly traumatised, then even £20 in vouchers wouldn't tempt her back.0
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