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Should I ask for compensation?
bundly
Posts: 1,039 Forumite
I bought £120 worth of groceries at Asda online. When the delivery arrived, 10 of the 40 items were missing, though they were listed on the delivery note the driver handed me. He also brought me five items I had not ordered and that were not on the delivery note.
He took back the 5 un-ordered items and told me to phone ASDA (freephone) call centre about the ten missing items. They kept me on the line half an hour making me list the item code and full description so they could re-arrange delivery for the next morning.
Next day I waited in all day from 0800, expecting them any minute. The man finally rolled up at 6.10pm. ( I wasn't THAT put out, but I did put off a few errands to stay in all day.)
To my amazement, all he handed me was the same 5 items that I had rejected and sent back the night before! He then phoned the store manager himself on his mobile and then handed me the phone. I again carefully and slowly listed the 10 missing items. He promised me that the other duty manager would bring them round personally the next day.
Their third "go" at fulfilling my order resulted in 8 items being brought and two still being missing. They weren't out of stock, just had not been brought, despite their being clearly listed on the new "pick-and-deliver" note. Bizarrely, where I had ordered a made-up salad in a box (consisting of lettuce, red cabbage, shredded carrot and shredded beetroot) the manager instead brought me a whole boiled beetroot in a vacuum sealed pack - hardly a suitable "substitute" (but they had dozens of boxes of the salad I'd ordered in stock, anyway!) The other thing they got wrong was that I had ordered 2.5kg of meat and they brought me half a kilo -- even though the delivery note the man handed me clearly said 2.5kg. He could not explain why the order was still wrong after three deliveries.
Eventually, after three days and four tries, I got all of my order. I was told by the manager that none of the ten missing items had been out of stock at any time.
I expected them to offer me some compensation for all my time and trouble and annoyance. Like, a voucher or something. They haven't.
Do you think I should ask for something, and if so, what?
B.
He took back the 5 un-ordered items and told me to phone ASDA (freephone) call centre about the ten missing items. They kept me on the line half an hour making me list the item code and full description so they could re-arrange delivery for the next morning.
Next day I waited in all day from 0800, expecting them any minute. The man finally rolled up at 6.10pm. ( I wasn't THAT put out, but I did put off a few errands to stay in all day.)
To my amazement, all he handed me was the same 5 items that I had rejected and sent back the night before! He then phoned the store manager himself on his mobile and then handed me the phone. I again carefully and slowly listed the 10 missing items. He promised me that the other duty manager would bring them round personally the next day.
Their third "go" at fulfilling my order resulted in 8 items being brought and two still being missing. They weren't out of stock, just had not been brought, despite their being clearly listed on the new "pick-and-deliver" note. Bizarrely, where I had ordered a made-up salad in a box (consisting of lettuce, red cabbage, shredded carrot and shredded beetroot) the manager instead brought me a whole boiled beetroot in a vacuum sealed pack - hardly a suitable "substitute" (but they had dozens of boxes of the salad I'd ordered in stock, anyway!) The other thing they got wrong was that I had ordered 2.5kg of meat and they brought me half a kilo -- even though the delivery note the man handed me clearly said 2.5kg. He could not explain why the order was still wrong after three deliveries.
Eventually, after three days and four tries, I got all of my order. I was told by the manager that none of the ten missing items had been out of stock at any time.
I expected them to offer me some compensation for all my time and trouble and annoyance. Like, a voucher or something. They haven't.
Do you think I should ask for something, and if so, what?
B.
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Comments
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I'd write to head office and detail your experiences, stating the times, dates, names etc and see what they say. In all probability they'll send a couple of vouchers or something as a gesture of good will. If they don't, or they don't send enough, just vote with your feet.0
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I wouldn't risk going back there again. Move onto another supermarket.:footie:
Regular savers earn 6% interest (HSBC, First Direct, M&S) Loans cost 2.9% per year (Nationwide) = FREE money. 0 -
I'd be expecting the whole cost of my order to be refunded ! What a nightmare ! Have to say i've never had any real problems with Asda0
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Write to head office, or write to the manager of my local store, who is responsible for the !!!! up? Or phone the home shopping complaints line?0
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Write to their main complaints dept (not the store. If they need to pass it on they will), ask for some vouchers and never, ever use Asda online again."Growth for growth's sake is the ideology of the cancer cell" - Edward Abbey.0
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Write to head office, or write to the manager of my local store, who is responsible for the !!!! up? Or phone the home shopping complaints line?
The fact the manager's responsible for the !!!! up indicates that you don't want to complain to him. He's had plenty of chances to get things right already.0 -
I'm afraid I gave up with ASDA home delivery, as whenever there was a problem, it was a NIGHTMARE to sort out!
Tesco also make mistakes, but their customer service is SO much better than Asda, so any time I've had a problem, it's been rectified really quickly and always to my advantage.
Just change supermarket. Vote with your feet.Should've = Should HAVE (not 'of')
Would've = Would HAVE (not 'of')
No, I am not perfect, but yes I do judge people on their use of basic English language. If you didn't know the above, then learn it! (If English is your second language, then you are forgiven!)0 -
Tesco also make mistakes,
Best one I had with Tesco (my first...and last...order) was when they turned up and informed me that all of the items I'd ordered were out of stock.
To be fair, the delivery guy was suitably embarrassed when he rummaged around in the back of his van and found that he'd driven however far to deliver...nothing. But it wasn't a great experience
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