Asda direct help... please.

Saint_Chris

Last week I bought a mobile phone from asda direct, paid on my debit card, it was not in stock and said would be sent out in 48 hours, not a problem.(had to do this because it wasn't available to collect in store) So I went ahead and ordered.
The next day I received a e-mail from Asda saying the phone had been sent out, (great) and there was a link to track it, at 21. 00pm that day city link said that they had received it, and it was then being sent out to my local depot, at warrington.

Great, I checked, what day it was due to be delivered and city link had it down for wed, i'd had it delivered to my mums, as were at work all day, and she is in, wed came no phone, no problem, come 4. 00pm no phone today, phoned city link at warrington, who told me, that the phone had not arrived at warrington, and had gone missing, and that they had e-mailed asda to tell them.

So I asked why the citylink page said my order was there and had been sent out for deliver, was told, oh computer just automatically updates it'self................whatever.

So I contacted asda direct, or rather a hut in south Africa, told the above tale, waited whilst the girl rang citylink, came back oh yes nobody knows where your phone is.
Right what's going to happen now, well someone from ??????(can't remember) will ring you withing 3-4 days and speak to you..............er no, that's not good enough, i'm going away this weekend, and need a phone, plus my mum goes away next week, so if city link came with a phone there would be nobody in to take the parcel in.

So I decided to cancel the order..............no can do, er what...........I can't cancel something that I have paid for and both you and city link have admitted I have not received and am not going to do within 4 + days...............spent the next 20 mins wanting a refund.

Can't get one, not until they have found the phone..........

Said I would get a phone call back from the manager in an hour.

Had a look online and the phone is available at the same price, but it is in stock and can be delivered to store tomorrow. So I bought another with my credit card, order gone through and will be delivered to my local asda tomorrow.

Now how do I go about getting a refund for the non delivered phone.
Do I

1 - Keep contacting them via e-mail and phone
2 - leave it a few days till they contact me
3 - if the phone turns up, via city link, do I accept it, and if so can I then take it back to asda in the bag un-opened for a full refund.

thanks

wealdroam

Read the OFT's Guide to the Distance Selling Regulations.

It's written from a business's perspective, but I'm sure you'll be able to work it out.

Saint_Chris

thanks i'll have a read of that tomorrow.

just had a phone call from some one in Africa saying that they are looking into it............asked for refund...........no can do............until manager rings me back in 3-4 days. grrr

unholyangel

Saint_Chris wrote: »

thanks i'll have a read of that tomorrow.

just had a phone call from some one in Africa saying that they are looking into it............asked for refund...........no can do............until manager rings me back in 3-4 days. grrr

DSRs allow you to cancel your order and receive a full refund. The shortest time you have for cancelling is 7 working days starting the day after delivery. You cancel at any time prior to this - including before you receive the goods and the company cannot treat this as breach of contract.

However, DSRs also give the retailer up to 30 days to refund you. I'm not sure how long this particular company usually take, whether its within a few days or whether its a few weeks. Perhaps someone else can shed light on that.

You may want to look at MSE's chargeback article if they do take the full 30 days. I believe you can file a chargeback after 15 days for non-delivery.

Saint_Chris

Hi
Thank you for that reply, it's just frustrating, that they won't let me cancel the order.
I know a refund can take a while.

Can I charge a cash back to a debit card,

thank you

the_lunatic_is_in_my_head

Saint_Chris wrote: »

Hi
Thank you for that reply, it's just frustrating, that they won't let me cancel the order.
I know a refund can take a while.

Can I charge a cash back to a debit card,

thank you

Phone ASDA customer relations, try: 0800 952 0101

bod1467

unholyangel wrote: »

You may want to look at MSE's chargeback article if they do take the full 30 days. I believe you can file a chargeback after 15 days for non-delivery.

If the consumer cancels the order then that option disappears, I believe.

unholyangel

Saint_Chris wrote: »

Hi
Thank you for that reply, it's just frustrating, that they won't let me cancel the order.
I know a refund can take a while.

Can I charge a cash back to a debit card,

thank you

Yes chargeback is a policy of mastercards/visa's. There is a £10 lower limit on mastercard (if i remember right) but no limit on visa.

But as bod says, you cant do a chargeback for non-delivery if you actually cancel with asda. So you cannot do both, you'll have to pick either cancelling with asda and waiting for them to refund or filing a chargeback after 15 days

Saint_Chris

Thanks for those replies.

Well todays up-date still makes me :mad:

No return phone calls from asda direct, no surprise there,

thanks to the_lunatic_is_in_my_head for that phone number I rang it, spoke to a lovely girl, who understood, but said there was nothing she could do, I had to speak to the call centre in south Africa, and she understood the problems that this is causing.

She spoke to them for me, but got nowhere, so I was put through, to a manager...as if

Well i'm nowhere nearer to getting a refund, or being able to cancel my order.

They are saying that they have a investigation team looking into this serious problem, and until they have concluded their investigation, I can do nothing, they will ring me when they have a answer for me, they can not tell me how long this will take.
As it is a very expensive product that has gone missing.........yeah tell my bank £319 actually, tried the well, city link have admitted that they haven't received it at warrington, city link at London, have confirmed that they sent it out................now something tells me it's gone missing between London and warrington............but Asda direct seem to need to investigate this, and am I sure that my mum has not received it and signed for it...........:mad::mad::mad:

what part of that e-mail sent from warrington city link yesterday to say they have not received the parcel, do they not understand. ..........bangs head on hand.

Anyway thank you for all your replies.

I will be back on this merry go round again tomorrow when I ring them.............never ever again.