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Asda customer services are a joke.!
Poizon_Barbie
Posts: 14 Forumite
Im just curious if any other regular online Asda customers are treated this way:
I dont drive, i live on my own and i suffer with acute anxiety and depression, i cant get to my local Asda, so i rely on their delivery service.
My shopping was due on Friday 10 - 6 slot.
It never arrived, No one contacted to me to say why not.
I tried ringing them on Friday night and couldnt get through.
I tried ringing on Sat morning, afternoon and evening, used up all my mobile free calls ringing their Minworth branch where the Home Shopping is based, only to hear the automated message 'were busy call back later' and hung up on, i tried the free phone number from my mobile and also walked in the snow to the nearest freezing cold phone box (due to cost on mobile bill) only to repeatedly keep hearing the same automated message.
So i decided e-mailing might be better, i e-mailed Asda asking them to ring me as i had no food and no money as Asda havnt delivered my shopping, but not refunded me either.
I sent 3 emails on Saturday asking someone to ring me.
All ignored.!!
I tried ringing Sunday morning, afternoon and evening, just to hear the same automated message.
So i sent 3 more e-mails, IGNORED.!!!
Ive sent 3 more emails Monday morning and guess what...IGNORED.
I had no food and no money to get food from else where because Asda had still done nothing.
My delivery came up as 'Delivered' on my account on Sunday night, and there was a 'refund' button, so i thought "Oh at least i can get a refund now"....But it says 'No items on list' when i click on it.!!!
So i still had no shopping and no money.!!!
They were still taking full slot bookings, and were fully booked till Tuesday when they hadnt even delivered peoples shopping from Friday.
Monday afternoon my brother sat on hold to Asda (on his day off from work) to get through to Asda to ask them to ring me.
Finally they did. They told me that when they cancel an order (which they did whilst on the phone), it releases the money the bank has on hold for them. So they said they can re-order my shopping for Thursday. I said "Thats not good enough i need my shopping tomorrow", they replied "Theres nothing we can do untill Thursday" so i said "I atleast want free delivery" which they agreed to and booked me that Thursday slot. Then i asked to be put though to manager, whilst on hold waiting for the manager i seen there were free slots onilne for Tuesday, So i asked customer service why i couldnt have one of the 3 time slots available on Tuesday, they said they couldnt see the slots were available. I was told to 'amend the order' so i did so whilst on the phone and changed it to Tuesday 9 - 11 slot, the customer service guy said he had checked and it was all set up fine..
A manager eventually rang me back, and after i explained why i wasnt happy with their service they gave me a £10 e-voucher. And he assured me my shopping will arrive today and if not i will be contacted.
So i went to bed thinking 'finally ill have food tomorrow morning', got up and waited...nothing, looked at my account online and shock horror 'ORDER CANCELLED'.
So again NO SHOPPING.!
I tried to ring them and got original automated message and cut off.
I spoke to a friend who lives 5 mins drive away and his shopping arrived fine in his slot time.
This friend has a landline so i asked him if he would kindly ring the 0800 number for me and stay on hold and ask them to ring me.
He did so, and they told him 'the system is down', and they couldnt ring me untill it was up and running.
I waited and waited.....it got to 4PM, no contact from them.
Meanwhile i rang the bank to see if there had a problem with the order.
What Asda hadnt told me is that when they release the amount on hold back into your account it takes 3 days to clear untill you can use the money again. So i would of needed to have double the amount of the value of my shopping order in my bank for them to rebook it. So Asda had tried to take the amount out of my bank AGAIN on Tuesday morning. If i had double my shopping budget in my bank i would of sacked Asda off and ordered from somewhere else whilst waiting for a refund from them.
Come 4PM today (Tuesday) a family member offered to ring Asda again for me.
They told them to inform me that 'because Asda had cancelled the order they couldnt rebook it', only i could, Asda said i needed 'to go back online and order my shopping again'. And the next available slot is Friday.! Another 2 days away.
And so i could reorder my shopping ive had to ring my bank and ask if they can release the hold on the amount originally applied for any sooner, as Asda had only revoked it yesterday (Monday), fortunately the lady was able to do a 'temporary lease' on the money so i could reorder my shopping today. But like i said ive now got to wait another 2 days, which makes it a whole 7 days late.
What has annoyed me most is that on both occasions no-one has informed me my orders have been cancelled, they seriously have the worst for customer service that i have come across.
I rang them again Wed morning, Thought they might not be 'Too busy' at 7:45 AM.
Told customer service i want a manager to ring me on my mobile and tell me why my 2nd shopping order was cancelled yesterday. And i want my compensation e-vouchers back that were deleted along with Tuesdays order. So i can add them to my order for Friday.
Waited 6 hrs.
Nothing...
Asked a friend to ring the free phone number from his landline again, he did and they told him they 'would try' and get a manager to ring me.
Today is Thursday. Ive tried ringing them 5 times this morning from my mobile, but getting automated message and cut off again.
So my brothers g/f has just rang them for me, was on hold for over 1/2 hr, and when she spoke to someone they said they are not ringing anybody due to huge backlog, and to put my complaint in writing.! They didnt even want my order number or details from her, and my brothers g/f said they couldnt wait to get her off the phone.
My dad who is disabled has had to drive over from Lichfield to Tamworth to take me shopping today.
Ive cancelled my online order for tomorrow, and ive still heard nothing from them.
Ive sent an e-mail to my local paper explaining how ive been treated and i hope they print and shame them.
Ive had no end of problems with Asda, large amounts of items with one day to go before BBD, chickens that are off and smell rank on the day of BBD. And their 'substitutes' are a total joke, ive ordered ground coffee and got tea bags, i dont drink tea, ive never ordered tea bags for as long as i have shopped with them, i order fennel (a root veg) and get a bag of dill in its place and so on. A driver told me a customer ordered a packet sauce worth around 57p and she got given a toaster.!
I would of switched to Tesco last yr if they only did the food items online that i require.
I dont drive, i live on my own and i suffer with acute anxiety and depression, i cant get to my local Asda, so i rely on their delivery service.
My shopping was due on Friday 10 - 6 slot.
It never arrived, No one contacted to me to say why not.
I tried ringing them on Friday night and couldnt get through.
I tried ringing on Sat morning, afternoon and evening, used up all my mobile free calls ringing their Minworth branch where the Home Shopping is based, only to hear the automated message 'were busy call back later' and hung up on, i tried the free phone number from my mobile and also walked in the snow to the nearest freezing cold phone box (due to cost on mobile bill) only to repeatedly keep hearing the same automated message.
So i decided e-mailing might be better, i e-mailed Asda asking them to ring me as i had no food and no money as Asda havnt delivered my shopping, but not refunded me either.
I sent 3 emails on Saturday asking someone to ring me.
All ignored.!!
I tried ringing Sunday morning, afternoon and evening, just to hear the same automated message.
So i sent 3 more e-mails, IGNORED.!!!
Ive sent 3 more emails Monday morning and guess what...IGNORED.
I had no food and no money to get food from else where because Asda had still done nothing.
My delivery came up as 'Delivered' on my account on Sunday night, and there was a 'refund' button, so i thought "Oh at least i can get a refund now"....But it says 'No items on list' when i click on it.!!!
So i still had no shopping and no money.!!!
They were still taking full slot bookings, and were fully booked till Tuesday when they hadnt even delivered peoples shopping from Friday.
Monday afternoon my brother sat on hold to Asda (on his day off from work) to get through to Asda to ask them to ring me.
Finally they did. They told me that when they cancel an order (which they did whilst on the phone), it releases the money the bank has on hold for them. So they said they can re-order my shopping for Thursday. I said "Thats not good enough i need my shopping tomorrow", they replied "Theres nothing we can do untill Thursday" so i said "I atleast want free delivery" which they agreed to and booked me that Thursday slot. Then i asked to be put though to manager, whilst on hold waiting for the manager i seen there were free slots onilne for Tuesday, So i asked customer service why i couldnt have one of the 3 time slots available on Tuesday, they said they couldnt see the slots were available. I was told to 'amend the order' so i did so whilst on the phone and changed it to Tuesday 9 - 11 slot, the customer service guy said he had checked and it was all set up fine..
A manager eventually rang me back, and after i explained why i wasnt happy with their service they gave me a £10 e-voucher. And he assured me my shopping will arrive today and if not i will be contacted.
So i went to bed thinking 'finally ill have food tomorrow morning', got up and waited...nothing, looked at my account online and shock horror 'ORDER CANCELLED'.
So again NO SHOPPING.!
I tried to ring them and got original automated message and cut off.
I spoke to a friend who lives 5 mins drive away and his shopping arrived fine in his slot time.
This friend has a landline so i asked him if he would kindly ring the 0800 number for me and stay on hold and ask them to ring me.
He did so, and they told him 'the system is down', and they couldnt ring me untill it was up and running.
I waited and waited.....it got to 4PM, no contact from them.
Meanwhile i rang the bank to see if there had a problem with the order.
What Asda hadnt told me is that when they release the amount on hold back into your account it takes 3 days to clear untill you can use the money again. So i would of needed to have double the amount of the value of my shopping order in my bank for them to rebook it. So Asda had tried to take the amount out of my bank AGAIN on Tuesday morning. If i had double my shopping budget in my bank i would of sacked Asda off and ordered from somewhere else whilst waiting for a refund from them.
Come 4PM today (Tuesday) a family member offered to ring Asda again for me.
They told them to inform me that 'because Asda had cancelled the order they couldnt rebook it', only i could, Asda said i needed 'to go back online and order my shopping again'. And the next available slot is Friday.! Another 2 days away.
And so i could reorder my shopping ive had to ring my bank and ask if they can release the hold on the amount originally applied for any sooner, as Asda had only revoked it yesterday (Monday), fortunately the lady was able to do a 'temporary lease' on the money so i could reorder my shopping today. But like i said ive now got to wait another 2 days, which makes it a whole 7 days late.
What has annoyed me most is that on both occasions no-one has informed me my orders have been cancelled, they seriously have the worst for customer service that i have come across.
I rang them again Wed morning, Thought they might not be 'Too busy' at 7:45 AM.
Told customer service i want a manager to ring me on my mobile and tell me why my 2nd shopping order was cancelled yesterday. And i want my compensation e-vouchers back that were deleted along with Tuesdays order. So i can add them to my order for Friday.
Waited 6 hrs.
Nothing...
Asked a friend to ring the free phone number from his landline again, he did and they told him they 'would try' and get a manager to ring me.
Today is Thursday. Ive tried ringing them 5 times this morning from my mobile, but getting automated message and cut off again.
So my brothers g/f has just rang them for me, was on hold for over 1/2 hr, and when she spoke to someone they said they are not ringing anybody due to huge backlog, and to put my complaint in writing.! They didnt even want my order number or details from her, and my brothers g/f said they couldnt wait to get her off the phone.
My dad who is disabled has had to drive over from Lichfield to Tamworth to take me shopping today.
Ive cancelled my online order for tomorrow, and ive still heard nothing from them.
Ive sent an e-mail to my local paper explaining how ive been treated and i hope they print and shame them.
Ive had no end of problems with Asda, large amounts of items with one day to go before BBD, chickens that are off and smell rank on the day of BBD. And their 'substitutes' are a total joke, ive ordered ground coffee and got tea bags, i dont drink tea, ive never ordered tea bags for as long as i have shopped with them, i order fennel (a root veg) and get a bag of dill in its place and so on. A driver told me a customer ordered a packet sauce worth around 57p and she got given a toaster.!
I would of switched to Tesco last yr if they only did the food items online that i require.
0
Comments
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So I'm not alone!!!
I booked a home delivery slot with Asda back in August for a Wednesday evening - unfortunately I got held up in an incident at work and was not home when it was due to be delivered. I called customer services as soon as I got out of work and explained the situation; I was told that rescheduling the delivery slot would not be a problem and that I wouldn't have to pay any extra. They could only offer me one alternative slot, which was not convenient for me - because of this, I asked to completely cancel that order and explained that I would re-order the goods within a few days, and book a new delivery slot. I was told that the order would be cancelled and refunded.
However, when I came to place my new order a couple of days later, the previous order was still showing as 'delivered', which it obviously hadn't been; I also had not been refunded. I called customer services again and was told that the 'delivered' status was an error, and that my refund would be in my account within 5-7 days. I continued to place my new order as I needed the groceries, and these were delivered with no problem.
To cut a long story short, I had still not received my refund after 5-7 days, and continued to call customer services to find out why; the order was still showing as 'delivered' online. On the last call I made, on around Sept 15th, the advisor said that it was now 'too late' to look into and asked if I was 'sure' that I hadn't received the goods? At this point I got quite frustrated and said that the two orders (the original one and the new order that I'd made just a couple of days later) had been practically identical - I wouldn't have ordered the exact same items within 48 hours if I had received them. I was then told again that 'nothing could be done' and I stopped pursuing it - in hindsight, I really wish I had kept on!
Sorry to hear that other people have been experiencing problems as well, but it just reaffirms to me that Asda's home delivery service is absolutely awful! I certainly will not be using them again, and I have warned family and friends to avoid them at all costs.0 -
email [EMAIL="andy.clarke@asda.co.uk"]andy.clarke@asda.co.uk[/EMAIL] he should get it sorted0
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They should of had on record if you had signed for the delivery.
Xmas 2011 they let me down with my whole order, was over £100's worth and id got a dinner date with a few friends planned aswell on the day my delivery was due, one of those friends had to take my to a shop to get the ingredients. Took me days of battling with Asda then to get my refund, i got them to give me e-vouchers not a refund, so i could rebook straight away. They tried to fob me off and say it had been delivered. Got it sorted after about 3 days that time.CiderDrinker87 wrote: »So I'm not alone!!!
I booked a home delivery slot with Asda back in August for a Wednesday evening - unfortunately I got held up in an incident at work and was not home when it was due to be delivered. I called customer services as soon as I got out of work and explained the situation; I was told that rescheduling the delivery slot would not be a problem and that I wouldn't have to pay any extra. They could only offer me one alternative slot, which was not convenient for me - because of this, I asked to completely cancel that order and explained that I would re-order the goods within a few days, and book a new delivery slot. I was told that the order would be cancelled and refunded.
However, when I came to place my new order a couple of days later, the previous order was still showing as 'delivered', which it obviously hadn't been; I also had not been refunded. I called customer services again and was told that the 'delivered' status was an error, and that my refund would be in my account within 5-7 days. I continued to place my new order as I needed the groceries, and these were delivered with no problem.
To cut a long story short, I had still not received my refund after 5-7 days, and continued to call customer services to find out why; the order was still showing as 'delivered' online. On the last call I made, on around Sept 15th, the advisor said that it was now 'too late' to look into and asked if I was 'sure' that I hadn't received the goods? At this point I got quite frustrated and said that the two orders (the original one and the new order that I'd made just a couple of days later) had been practically identical - I wouldn't have ordered the exact same items within 48 hours if I had received them. I was then told again that 'nothing could be done' and I stopped pursuing it - in hindsight, I really wish I had kept on!
Sorry to hear that other people have been experiencing problems as well, but it just reaffirms to me that Asda's home delivery service is absolutely awful! I certainly will not be using them again, and I have warned family and friends to avoid them at all costs.0 -
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Poizon_Barbie wrote: »Thanks, whos he then?
big chief CEO0 -
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Andy Clarke is Asda's CEO (Chief Executive Officer).GE 36 *MFD may 2043
MFIT-T5 #60 £136,850.30
Mortgage overpayments 2019 - £285.96
2020 Jan-£40-feb-£18.28.march-£25
Christmas savings card 2020 £20/£100
Emergency savings £100/£500
12/3/17 175lb - 06/11/2019 152lb0 -
I stopped using Asda home delivery years ago after an apparent payment card problem which they failed to contact me about because (direct quote) "you've only got a mobile number listed and we don't ring mobiles, we only ring landlines".Rule 7: If you're not changing it, you're choosing it.
MFW 2020: 1 Jan £92903.90 ~ OP £536.80/£500
MFW 2021: 1 Jan £89281.21 ~ OP £404.62/£500
MFW 2022: 1 Jan £85579.20 ~ OPs on hold.0 -
Maybe thats why they have failed to contact me then.coldcazzie wrote: »I stopped using Asda home delivery years ago after an apparent payment card problem which they failed to contact me about because (direct quote) "you've only got a mobile number listed and we don't ring mobiles, we only ring landlines".0
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its not just home shopping, i ordered underwear online as they did not have my size in local store, had confirmations and then emails saying item dispatched then next time email delay is dispatching item, many emails to them and been told no problem guaranteed will be delivered to store on ** then email sorry delay in delivery in the end i emailed Andy and told him this was unacceptable and i had to go elsewhere. on of his exec team got back to me and check and conformed it would be delivered to store next day FOC as he as refunded my card. nect day get another email delayed and wont be delivered, so back onto andy and this time he contacts me by phone all apologentic and says he has canceelled the item as its clearly an isse and has added a £25 e voucher in my asda account. personally i think as this size was not instore most likely not even in warehouse to send, so just kept giving delay emails.0
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