Could you please advise re Asda issue

nikki02_2

I bought a couple of DVD's from Asda the other day and paid through the self service checkout. They needed authorisation and the assistant came over and said she'd need to go get the disk ( for the one that wasn't cellophane wrapped).

All was fine til I came to put the DVD on last night, and the box was empty ( again it wasn't wrapped in cellophane) I phoned the store to explain and they were lovely, apologised and said unfortunately this does happen sometimes. All I have to do is pop back in with the receipt and they'll sort it out. Great, except this store isn't my local store, it's a 30 mile round trip. I asked if I could take it to my local store but because the DVD's won't balance I have to take it back to the original store.

I kindly asked if they would 'gift card' the petrol expense, as I would have to make a specific trip, and they said no they wouldn't as they say I can go back next time I'm in the area, therefore not incurring any extra expense. Now, I don't intend on going back there this side of Christmas, and the film I bought was the Polar Express, specifically for the kids to watch over the christmas period. Am I right in pushing for a contribution/ refund for the petrol, or should I just accept human error and make the 30 mile round trip at my expense?

Mista_C

If it's because they absolutely must see the receipt (although I don't see why as they should have a record of the purchase and it's not like it's going to say the disc wasn't in the box) ask if you can scan it and email it to them if they are willing to forward the disc on to your local store.

Cazza

Could they post it???

nikki02_2

Will give them a call and see if they'll forward it, thanks

debsue

Last weekend we went shopping in a different area and I bought a game for the WII at Asda at home. When we got home I looked at the game and found they had given me the same game but for a Xbox. It would be a 50 mile round trip to return it. I emailed customer services and they telephoned me the day after, apologised and took my address. A few days later I received a £10 asda card through the post. I also took the game back to a local asda and they swapped it no problem. very pleased with the service, cant fault them.

Flyboy152

nikki02 wrote: »

I bought a couple of DVD's from Asda the other day and paid through the self service checkout. They needed authorisation and the assistant came over and said she'd need to go get the disk ( for the one that wasn't cellophane wrapped).

All was fine til I came to put the DVD on last night, and the box was empty ( again it wasn't wrapped in cellophane) I phoned the store to explain and they were lovely, apologised and said unfortunately this does happen sometimes. All I have to do is pop back in with the receipt and they'll sort it out. Great, except this store isn't my local store, it's a 30 mile round trip. I asked if I could take it to my local store but because the DVD's won't balance I have to take it back to the original store.

I kindly asked if they would 'gift card' the petrol expense, as I would have to make a specific trip, and they said no they wouldn't as they say I can go back next time I'm in the area, therefore not incurring any extra expense. Now, I don't intend on going back there this side of Christmas, and the film I bought was the Polar Express, specifically for the kids to watch over the christmas period. Am I right in pushing for a contribution/ refund for the petrol, or should I just accept human error and make the 30 mile round trip at my expense?

Sounds to me that they are covering their backsides and not wanting to get into trouble for screwing up. I presume because if you go to a different store, it will have to be made official.

visidigi

Flyboy152 wrote: »

Sounds to me that they are covering their backsides and not wanting to get into trouble for screwing up. I presume because if you go to a different store, it will have to be made official.

Highly unlikely.

More like the stock level at that store is X + 1 - if the go into another store that store would have X - 1

They are saying it has to be that store otherwise stock levels won't tally.

Understandable.

Although I would check if posting it is an option.

McKneff

Posting seems to be the obvious solution to be honest.

Badger_Lady

visidigi wrote: »

Highly unlikely.

More like the stock level at that store is X + 1 - if the go into another store that store would have X - 1

They are saying it has to be that store otherwise stock levels won't tally.

But that's perfectly simple - the local store ends up at X-1 so they get the +1 sent from the further away store. Balance is restored!

Fergie76

How much did you pay for the DVD?

Polar Express is quite a few years old now, I would imagine you wouldn't have paid more than £5, so is it really worth making a 60 mile round trip? Cost you more in petrol. Just for them to post it or refund.

Flyboy152

visidigi wrote: »

Highly unlikely.

More like the stock level at that store is X + 1 - if the go into another store that store would have X - 1

They are saying it has to be that store otherwise stock levels won't tally.

Understandable.

Although I would check if posting it is an option.

That has to be the flimsiest excuse yet. It would be nothing more than a paper exercise to re-balance the stock. Or, at the outside, putting a DVD into an envelope and putting it through the internal post. But, all of that has to be done officially, ergo someone will get their knuckles rapped. The store has already admitted to it being an ongoing issue, it is possible that the manager has been told that they are on their last chance if it happens again.