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Do not get an Asda online delivery unless you want your money stolen!
flotom
Posts: 6 Forumite
Asda have charged me for £25.65 worth of items which were not delivered as part of my overall order. I have made hours worth of calls, and been constantly fobbed off, because the home shopping store manager, Simran, at Park Royal where my deliveries are from says I did get the items. I most definitely did not, and would not spend hours of my time trying to claim £25.65 otherwise - my time is mroe valuable than that. I have been accused of lying and received dreadful customer service. I am waiting to hear back on Monday but if I don't and if I don't get the money back I am prepared to go to the Small Claim's Court over this as a matter of principle.
Having looked on the internet I have found on many forums that other people have suffered from a similarly shocking level of customer service from Asda, particularly related to their online delivery so-called "service".
I detail below my draft complaint letter detailing everything that has happened so far.
Any comments or advice welcomed.
***
On the 3rd May I had an Asda delivery in the 8PM-10PM delivery slot. The order arrived within the given time and my boyfriend answered the door, accepted the items and closed the door. However, we quickly noticed we had been given an item we had not ordered (some cleaning fluid), so we opened the door again, called the driver and returned this to him. He told us that we could keep it since it had been delivered, but we did not do so. We also noticed that many of our items were missing. We told this to the driver and went through our delivery receipt with him to work out everything that was missing. He gave us his name, Jarek, and agreed they were not there and told us he would sort out the refund (which he correctly calculated amounted to £25.65) with his manager when he got back to the store. He also wrote down in his own handwriting on the delivery receipt the store number to call and his manager's extension code.
This error in the delivery was extremely frustrating given that items amounting to a similar price had been missing from my previous Asda order on the 11th April, and it had taken many phone calls and a lot of effort on my part for Asda to process my refund.
However, as the driver, Jarek, had said the refund should be processed within 3-5 days, I did not check to see if I had received the refund, or take any further action until the following week, on the 10th or 11th May (not sure exactly). At this point, I noticed that I had not received the refund, so I rang the Home Shopping Customer Service Centre where I was told they would have to ring the store (Park Royal) to speak to the Home Shopping Manager in order for the refund to be authorized, and then I would get the refund within 3-5 days.
N.B. – I have tried to remember all the calls I made but I didn't write everything down and so there were more calls made, of which nothing came, and/or were not returned as promised, than I have written about here
In fact, I didn't check to see if I had received the refund until the 18th May. The refund had not been credited to my account, so I rang the Home Shopping Customer Services Centre again. At about 12.45pm, I got through to a phone-line operator and explained the issue. S/he then told me they were going to speak to a manager and put me on hold. I was then quite confused by what I was told next: I was told both that I had already been refunded and that I had the items anyway. I explained that I had had a refund of a similar amount for items missing from my order on the 11th April, but that £25.65 worth of items missing from my order on the 3rd May a) had not been delivered, and b) that I had not received a refund.
I was then put through to a manager. I'm not sure exactly who, but the person's English was generally poor and I found it difficult to understand and hear clearly to whom I was talking to, or what was being said. This time, I was told that there was no record of the delivery. I stated that I had had a delivery on the 3rd of May, that the full price of my order including the missing items (£113.57) had been charged to my bank account, and that £25.65 worth of items had been missing and I wanted a refund. I also said that the driver was called Jarek. I was then told that whoever I was talking to would speak to Jarek, who would be back from his shift by 5pm and that I would get a call by 6pm.
I was not called back by 6pm, so at 6.20pm I rang the Home Shopping Customer Service Centre again. I was told they would contact the store Home Shopping Manager and that I would get a call back that evening. Again, I was not called back that evening.
At about 10.10am the next day (19th May), I rang the Home Shopping Customer Service Centre again and spoke to Leanne (?) to ask what was happening. I was put on hold whilst she contacted the store Home Shopping Manager. Leanne then told me that she was going to be honest with me, and that the store Home Shopping Manager was not prepared to give me a refund.
I asked to speak to her manager and I was put through to Karl (phone services manager?). He said he would look into it and give me a call.
At 11.30am, Jerry, the contact centre manager rang me and told me he had been in contact with Simran, the store Home Shopping Manager and Noush(?) the Section Leader, and that I would get a call from Simran to discuss the matter by 1pm. Once again, I did not receive a call from Simran by 1pm.
At 1.15pm I rang the Home Shopping Customer Service Centre and spoke to Nicole and asked what was happening. She said she would ring the store (Park Royal) and call me back.
At 1.42pm Nicole rang me and said that Simran had said that she (Simran) was sick of the Home Shopping Customer Service Centre phone-operators ringing her, and that if she received another phone-call from them, she definitely would not ring me. I told Nicole that I felt that that was a very unprofessional thing to say, to which Nicole agreed with me, and told me that they often experienced this kind of behaviour from Simran. She told me I would receive a call from Simran “after 3pm” and, if not, the situation “would be escalated”.
At 3.05pm Simran contacted me and apologized for the fact that she would not authorize a refund. I said that an apology was not an acceptable end to the matter, and that I had not received £25.65 worth of items and I expected a refund. She apologized again, but repeated that she would not authorize a refund. I asked her why and she said she would not authorize a refund because all the items had been delivered. I explained that they had not, and if they had I would not be wasting my time ringing up asking for a refund. Again, she apologized and repeated that she could not authorize a refund when the items had been delivered. I told her she was basically accusing me of lying about not having the items delivered, to which she stated that she had never said such a thing. I agreed that she had not said that in so many words, but pointed out that she was strongly implying that I was lying since she claimed that the items had been delivered when I stated that they had not. She replied that was only my assumption and she had said nothing of the sort. I told her I had received dreadful customer service and that I did not see an apology as an acceptable end to the matter and asked again what she would do to address the issue. She said she would speak to Jarek again, but if he told her the items had been delivered, then she would not authorize a refund, and she would not take the matter any further because. Apparently she trusted that what Jarek says is true because he she claimed he is a reliable member of staff. (Despite my knowledge that he had told us to keep items that we had not ordered and that we have his manager's phone number written in his handwriting on the receipt.)
I then asked if she would speak to my boyfriend on my behalf as I was finding the call upsetting, having been accused of lying (in my opinion, though not Simran's) but Simran told me she could only discuss the issue with the account holder. I told her that I was going to continue addressing the issue until I am reimbursed for the items I did not receive, and that I was perfectly prepared to take the matter to the Small Claims Court if they continued to refuse to give me my money back. She simply told me that that was my prerogative. I then asked when I would hear back from her and she said she would speak to Jarek when he got into the office at 2pm the next day (20th May), and that she would relate the results of this to the Home Shopping Customer Service Centre team who would ring me by 3pm the next day (20th May). She also said that she would have an in-depth discussion with Jarek about the delivery and try and jog his memory as much as possible, and that the discussion might take some time. She gave this as a possible explanation for why she was not being very forthcoming when I asked her what time I would be called back the next day, however she agreed that I should receive a call by 3pm.
Later that afternoon (19th May), in frustration, I rang Asda Head Office and was put through to a central customer services number and spoke to Lee. He agreed that I had been treated awfully and that Simran's behaviour had been obstructive and unprofessional, and said that she may behave differently when she got a call from Head Office. He told me that he would ring her and I would hear back from him or one of his colleagues. Despite being very helpful and understanding on the phone, I did not hear back from him or one of his colleagues.
On the next day (20th May), soon after 3pm I rang Simran at the Park Royal Store directly (using the number that had been written on my receipt by Jarek), to ask what was happening. She said she had spoken to the Home Shopping Customer Service Centre team and they should be contacting me. I asked if she could let me know what she had decided and she said again that she was not going to authorize the refund. I also asked her what time she had contacted the Home Shopping Customer Service Centre team and she said she had contacted them at 2.05pm. I then told her that I would be contacting Head Office and ended the call. (Clearly, if she contacted them at 2.05pm, her 'in-depth' discussion with Jarek had only lasted 5 minutes given that she told me he didn't get into work until 2pm.)
I then rang the central customer services number and explained the problem. I was told they would look into it. I asked how long it would take and they said it could be hours.
I was not really very happy with this and felt I was being fobbed off again, so I then rang the Home Shopping Customer Service Centre phone-line. I told them the problem, they looked up my details, and they said they would ring the Park Royal Store as they were not able to authorize a refund without permission from the Home Shopping Manager at the Park Royal store. I said that I had been through all of this endless times and there was no point in doing that as she was adamantly refusing to authorize a refund, and I asked to speak to her manager.
I was put through to James who looked at all the details of the matter and then told me he was very sorry but there was nothing he could do if the store Home Shopping Manager refused to authorize a refund. He told me he sympathized with me, as I would obviously not be ringing if I wasn't entitled to the refund, but that there was nothing he, or any of the Home Shopping Customer Service Centre team, could do. I asked him what I should do next and he replied that he did not really know what I could do next.
I then rang the central customer services number where I asked to speak to the head of customer services. However, Steph said that she was a caseworker and was able to investigate the matter. I said I was sick of being fobbed off, and related the matter. She told me she would not fob me off, and looked up my details. At this point, I was very frustrated and sounding audibly upset and in tears because the customer service I had been receiving from Asda had been awful and in my opinion I had been treated dreadfully by Simran. Steph promised me that the matter was going to be looked into by a more senior team and managers would be involved, and for this reason, given that it was a Friday afternoon, I would receive a call on Monday morning from Dean as they wanted to sort everything out for me.
At 4.33pm I received a call from Charlie who said he was a call-centre agent key colleague. He told me it sounded like I had been treated badly and that he was going to be speaking to Head Office, that some kind of compensation would be sorted out for me, and that they would be in touch.
I truly hope that I am contacted again on Monday and that Asda decides to refund the £25.65 they owe me. I have received abysmal customer service and more or less been accused of being a liar, with the implication that I am trying to get £25.65 refunded even though I (allegedly) received the items. Even though it is for a relatively small amount, I am perfectly prepared to take this matter as far as possible, including Small Claims Court, both in order to get my money back, and as a matter of principle. I find it shocking that a company which makes its aim to provide the best value to customers, and thus attract many customers with lower-incomes, also makes it so difficult for a customer to claim back money to which they are rightly entitled and which they cannot afford to lose. I am lucky that I have the ability and motivation to pursue this matter, however it disgusts me that Asda must get away with this kind of behaviour and terrible customer service and do not address the issue at all, because many customers are not able to pursue their issues. Furthermore, I find it saddening that Asda cares so little about the loss of a loyal customer – I will not be shopping at Asda again despite shopping at Asda my entire life and making use of the delivery “service” for over a year. When I told Simran I would not be shopping at Asda again, she simply said “That's your prerogative.”, and did not seem to care when I said that I shall make sure to tell everyone I know about Asda's poor-quality service, the dreadful customer service, and the fact that Asda are quite prepared to steal money from those who cannot afford to lose even the smallest amounts.
Given that on the Asda website, Asda claims to always listen to what customers say about their services, and are always looking out for ideas and suggestions to improve what Asda does, my suggestions to Asda are:
Having looked on the internet I have found on many forums that other people have suffered from a similarly shocking level of customer service from Asda, particularly related to their online delivery so-called "service".
I detail below my draft complaint letter detailing everything that has happened so far.
Any comments or advice welcomed.
***
On the 3rd May I had an Asda delivery in the 8PM-10PM delivery slot. The order arrived within the given time and my boyfriend answered the door, accepted the items and closed the door. However, we quickly noticed we had been given an item we had not ordered (some cleaning fluid), so we opened the door again, called the driver and returned this to him. He told us that we could keep it since it had been delivered, but we did not do so. We also noticed that many of our items were missing. We told this to the driver and went through our delivery receipt with him to work out everything that was missing. He gave us his name, Jarek, and agreed they were not there and told us he would sort out the refund (which he correctly calculated amounted to £25.65) with his manager when he got back to the store. He also wrote down in his own handwriting on the delivery receipt the store number to call and his manager's extension code.
This error in the delivery was extremely frustrating given that items amounting to a similar price had been missing from my previous Asda order on the 11th April, and it had taken many phone calls and a lot of effort on my part for Asda to process my refund.
However, as the driver, Jarek, had said the refund should be processed within 3-5 days, I did not check to see if I had received the refund, or take any further action until the following week, on the 10th or 11th May (not sure exactly). At this point, I noticed that I had not received the refund, so I rang the Home Shopping Customer Service Centre where I was told they would have to ring the store (Park Royal) to speak to the Home Shopping Manager in order for the refund to be authorized, and then I would get the refund within 3-5 days.
N.B. – I have tried to remember all the calls I made but I didn't write everything down and so there were more calls made, of which nothing came, and/or were not returned as promised, than I have written about here
In fact, I didn't check to see if I had received the refund until the 18th May. The refund had not been credited to my account, so I rang the Home Shopping Customer Services Centre again. At about 12.45pm, I got through to a phone-line operator and explained the issue. S/he then told me they were going to speak to a manager and put me on hold. I was then quite confused by what I was told next: I was told both that I had already been refunded and that I had the items anyway. I explained that I had had a refund of a similar amount for items missing from my order on the 11th April, but that £25.65 worth of items missing from my order on the 3rd May a) had not been delivered, and b) that I had not received a refund.
I was then put through to a manager. I'm not sure exactly who, but the person's English was generally poor and I found it difficult to understand and hear clearly to whom I was talking to, or what was being said. This time, I was told that there was no record of the delivery. I stated that I had had a delivery on the 3rd of May, that the full price of my order including the missing items (£113.57) had been charged to my bank account, and that £25.65 worth of items had been missing and I wanted a refund. I also said that the driver was called Jarek. I was then told that whoever I was talking to would speak to Jarek, who would be back from his shift by 5pm and that I would get a call by 6pm.
I was not called back by 6pm, so at 6.20pm I rang the Home Shopping Customer Service Centre again. I was told they would contact the store Home Shopping Manager and that I would get a call back that evening. Again, I was not called back that evening.
At about 10.10am the next day (19th May), I rang the Home Shopping Customer Service Centre again and spoke to Leanne (?) to ask what was happening. I was put on hold whilst she contacted the store Home Shopping Manager. Leanne then told me that she was going to be honest with me, and that the store Home Shopping Manager was not prepared to give me a refund.
I asked to speak to her manager and I was put through to Karl (phone services manager?). He said he would look into it and give me a call.
At 11.30am, Jerry, the contact centre manager rang me and told me he had been in contact with Simran, the store Home Shopping Manager and Noush(?) the Section Leader, and that I would get a call from Simran to discuss the matter by 1pm. Once again, I did not receive a call from Simran by 1pm.
At 1.15pm I rang the Home Shopping Customer Service Centre and spoke to Nicole and asked what was happening. She said she would ring the store (Park Royal) and call me back.
At 1.42pm Nicole rang me and said that Simran had said that she (Simran) was sick of the Home Shopping Customer Service Centre phone-operators ringing her, and that if she received another phone-call from them, she definitely would not ring me. I told Nicole that I felt that that was a very unprofessional thing to say, to which Nicole agreed with me, and told me that they often experienced this kind of behaviour from Simran. She told me I would receive a call from Simran “after 3pm” and, if not, the situation “would be escalated”.
At 3.05pm Simran contacted me and apologized for the fact that she would not authorize a refund. I said that an apology was not an acceptable end to the matter, and that I had not received £25.65 worth of items and I expected a refund. She apologized again, but repeated that she would not authorize a refund. I asked her why and she said she would not authorize a refund because all the items had been delivered. I explained that they had not, and if they had I would not be wasting my time ringing up asking for a refund. Again, she apologized and repeated that she could not authorize a refund when the items had been delivered. I told her she was basically accusing me of lying about not having the items delivered, to which she stated that she had never said such a thing. I agreed that she had not said that in so many words, but pointed out that she was strongly implying that I was lying since she claimed that the items had been delivered when I stated that they had not. She replied that was only my assumption and she had said nothing of the sort. I told her I had received dreadful customer service and that I did not see an apology as an acceptable end to the matter and asked again what she would do to address the issue. She said she would speak to Jarek again, but if he told her the items had been delivered, then she would not authorize a refund, and she would not take the matter any further because. Apparently she trusted that what Jarek says is true because he she claimed he is a reliable member of staff. (Despite my knowledge that he had told us to keep items that we had not ordered and that we have his manager's phone number written in his handwriting on the receipt.)
I then asked if she would speak to my boyfriend on my behalf as I was finding the call upsetting, having been accused of lying (in my opinion, though not Simran's) but Simran told me she could only discuss the issue with the account holder. I told her that I was going to continue addressing the issue until I am reimbursed for the items I did not receive, and that I was perfectly prepared to take the matter to the Small Claims Court if they continued to refuse to give me my money back. She simply told me that that was my prerogative. I then asked when I would hear back from her and she said she would speak to Jarek when he got into the office at 2pm the next day (20th May), and that she would relate the results of this to the Home Shopping Customer Service Centre team who would ring me by 3pm the next day (20th May). She also said that she would have an in-depth discussion with Jarek about the delivery and try and jog his memory as much as possible, and that the discussion might take some time. She gave this as a possible explanation for why she was not being very forthcoming when I asked her what time I would be called back the next day, however she agreed that I should receive a call by 3pm.
Later that afternoon (19th May), in frustration, I rang Asda Head Office and was put through to a central customer services number and spoke to Lee. He agreed that I had been treated awfully and that Simran's behaviour had been obstructive and unprofessional, and said that she may behave differently when she got a call from Head Office. He told me that he would ring her and I would hear back from him or one of his colleagues. Despite being very helpful and understanding on the phone, I did not hear back from him or one of his colleagues.
On the next day (20th May), soon after 3pm I rang Simran at the Park Royal Store directly (using the number that had been written on my receipt by Jarek), to ask what was happening. She said she had spoken to the Home Shopping Customer Service Centre team and they should be contacting me. I asked if she could let me know what she had decided and she said again that she was not going to authorize the refund. I also asked her what time she had contacted the Home Shopping Customer Service Centre team and she said she had contacted them at 2.05pm. I then told her that I would be contacting Head Office and ended the call. (Clearly, if she contacted them at 2.05pm, her 'in-depth' discussion with Jarek had only lasted 5 minutes given that she told me he didn't get into work until 2pm.)
I then rang the central customer services number and explained the problem. I was told they would look into it. I asked how long it would take and they said it could be hours.
I was not really very happy with this and felt I was being fobbed off again, so I then rang the Home Shopping Customer Service Centre phone-line. I told them the problem, they looked up my details, and they said they would ring the Park Royal Store as they were not able to authorize a refund without permission from the Home Shopping Manager at the Park Royal store. I said that I had been through all of this endless times and there was no point in doing that as she was adamantly refusing to authorize a refund, and I asked to speak to her manager.
I was put through to James who looked at all the details of the matter and then told me he was very sorry but there was nothing he could do if the store Home Shopping Manager refused to authorize a refund. He told me he sympathized with me, as I would obviously not be ringing if I wasn't entitled to the refund, but that there was nothing he, or any of the Home Shopping Customer Service Centre team, could do. I asked him what I should do next and he replied that he did not really know what I could do next.
I then rang the central customer services number where I asked to speak to the head of customer services. However, Steph said that she was a caseworker and was able to investigate the matter. I said I was sick of being fobbed off, and related the matter. She told me she would not fob me off, and looked up my details. At this point, I was very frustrated and sounding audibly upset and in tears because the customer service I had been receiving from Asda had been awful and in my opinion I had been treated dreadfully by Simran. Steph promised me that the matter was going to be looked into by a more senior team and managers would be involved, and for this reason, given that it was a Friday afternoon, I would receive a call on Monday morning from Dean as they wanted to sort everything out for me.
At 4.33pm I received a call from Charlie who said he was a call-centre agent key colleague. He told me it sounded like I had been treated badly and that he was going to be speaking to Head Office, that some kind of compensation would be sorted out for me, and that they would be in touch.
I truly hope that I am contacted again on Monday and that Asda decides to refund the £25.65 they owe me. I have received abysmal customer service and more or less been accused of being a liar, with the implication that I am trying to get £25.65 refunded even though I (allegedly) received the items. Even though it is for a relatively small amount, I am perfectly prepared to take this matter as far as possible, including Small Claims Court, both in order to get my money back, and as a matter of principle. I find it shocking that a company which makes its aim to provide the best value to customers, and thus attract many customers with lower-incomes, also makes it so difficult for a customer to claim back money to which they are rightly entitled and which they cannot afford to lose. I am lucky that I have the ability and motivation to pursue this matter, however it disgusts me that Asda must get away with this kind of behaviour and terrible customer service and do not address the issue at all, because many customers are not able to pursue their issues. Furthermore, I find it saddening that Asda cares so little about the loss of a loyal customer – I will not be shopping at Asda again despite shopping at Asda my entire life and making use of the delivery “service” for over a year. When I told Simran I would not be shopping at Asda again, she simply said “That's your prerogative.”, and did not seem to care when I said that I shall make sure to tell everyone I know about Asda's poor-quality service, the dreadful customer service, and the fact that Asda are quite prepared to steal money from those who cannot afford to lose even the smallest amounts.
Given that on the Asda website, Asda claims to always listen to what customers say about their services, and are always looking out for ideas and suggestions to improve what Asda does, my suggestions to Asda are:
- The Asda customer service team should always call a customer back if they tell the customer they are going to do so,
- If Asda decides that they are not going to process a refund, they should contact the customer immediately and let them know that such a decision has been made and why, in order that the customer can take the matter further if they wish,
- Asda should provide a way of making sure items missing from orders can be recorded by the delivery driver electronically, rather than relying on word-of-mouth. Alternatively, drivers should have a form on which all missing items are listed which is then signed by both the driver and the customer with 2 copies – one retained by the customer and one taken back to their manager. If there is a disagreement over missing items, it should not be a matter of the driver's word over the customer's, as otherwise there is no way of detecting or monitoring dishonesty on the part of the driver, or on the part of the customer. Furthermore, it seems ridiculous to expect a driver to remember missing items from each delivery and relate this to his manager at the end of a long shift, so there should be a more thorough way of monitoring this. I suggest Asda invest in an electronic system similar to that which Ocado has in place.
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Comments
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Phew! Concise.
:cool:0 -
Nobody in their right mind will read that.0
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That's fine, the main points are in the first paragraph, detailed below are only the exact record of what happened.0
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OP I appreciate your frustration but Asda won't read this. Sorry.0
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I'm sure they won't --- I thought this was a warning section - my warning is Don't use Asda online delivery!
I am still in contact with Asda, and I will be contacting them more directly until I get my money back.0 -
Every time I have had a home delivery from Asda the driver has handed me the delivery note to check through while I unpack the crates as he bring them to the door. I then sign to say all is fine (after I have given any unwanted substitutions back etc).
Why did you sign if the goods were incorrect and if you didn't check as the driver brought the items to the door - why did you sign to accept the order as is? This may be why they will not give you a refund as you signed to say all is fine and you accept the order?0 -
I order a lot of the same items as buy in bulk once a month. They hurry through the order and try to leave as quickly as possible, and have never given me enough time to check through my items. I can't even remember being asked to sign for anything, and if I did, it was only when he asked and stated that he was definitely going to sort out my refund. The previous month I had an order with a similar amount missing and I was not asked to sign anything, and when I told the driver he just told me to ring the helpline, and did not write anything down or even go through my items with me that I found to be missing. Nevertheless they processed that refund.0
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Hmm - don't know what to suggest then - sorry!
Out of all of the supermarkets in this area I have found Asda to be consistently the best for goods having a long date, few subs and good service overall. The only thing I can think is that because this has happened beforre they may have become suspicious about you asking for a refund again?
Unfortunately your post was sooooo long I lost the will to read it after the first couple of paragraphs but can only suggest to escalate as high as possible and next time you order if anything is incorrect then reject the whole order and get a full refund.
TBH as this has happened before I would have checked the items even more carefully on this order and even thought he driver was trying to rush I would have made sure he stayed to check - I have always been asked to sing the drivers PDA to accept the delivery?0 -
They are good when they manage to do an order successfully - they are not good when you have a problem or need a refund. For my previous order, I had to ring them countless times over a number of days before they processed my order - and that was the first time I had ever rung with a problem regarding an order out of over a year's worth of orders.
I think they may be suspicious about me asking for a refund again, but to be honest I would not be spending this amount of time trying to get my £25.65 if it were not a genuine issue - the time I have spent ringing Asda regarding this matter is worth more than £25.65 of my time, but it is a matter of principle that my money is refunded.
I did check through all the items with the driver carefully, we went over everything which was missing and he agreed and calculated the price of the items which were missing and told us he would tell his manager and they would process the refund. Sometimes I am asked to sign for orders, sometimes I am not - I guess there must be differences in the quality of services provided by different Asdas throughout the country.
I plan to escalate it as high as possible until I get my money back, but this most certainly will not happen again as I will NEVER get an online delivery from Asda.0 -
I order a lot of the same items as buy in bulk once a month. They hurry through the order and try to leave as quickly as possible, and have never given me enough time to check through my items. I can't even remember being asked to sign for anything, and if I did, it was only when he asked and stated that he was definitely going to sort out my refund. The previous month I had an order with a similar amount missing and I was not asked to sign anything, and when I told the driver he just told me to ring the helpline, and did not write anything down or even go through my items with me that I found to be missing. Nevertheless they processed that refund.
Firstly, don't take too much notice of people who blithely say 'Asda won't read that'. In the first place they don't know what Asda managers will read and in the second, if you want to take action in the small claims court it is imperative that you have given Asda all the facts and an opportunity to respond.
If they won't play ball I would suggest that the next time you get an order from them (if there is a next time), you refuse to sign anything until you have checked every single item and crossed it off your list.There are two types of people in the world: Those that can extrapolate information.0
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