Asda Groceries Online

Red29

I haven't grocery shopped online for years but due to time restrictions I have started again.

My 2 experiences with Asda have been as follows:

Shop 1 - stupidly I diidn't take any notice of the end dates of discounted products and offers - so when my shopping came it cost more than I expected.

Shop 2 - having learned my lesson from shop 1 I made sure that all the offer end dates did not expire before my delivery date. I noticed that some of the offers like some 3 for 2s and some roll backs didn't have any end dates on. When my shopping arrived it was £8.23 more than my online order - this equated to 15.8% price increase.

The price difference was down to all the offers that had no end dates being charged at normal prices as the offers had ended.

When I complained to customer services they tried to hide behind the clause that says prices at the time of delivery might change. I could understand this if my delivery date was months after my order date but 2 days later?

They had no answer when I said this is like saying if I go in-store the product is x price when I pick it off the shelf but by the time I get to the till the price has risen. How am I supposed to know when a roll back or offer is due to end?

After a lot of shouting at them and threatening to go to Tesco they refunded the difference, but very begrudgingly, as if I was being unreasonable thinking a 16% price differential was unacceptable.

I am now due to do my next online shop - how do Asda expect me to shop confidently with them? Surely they can't think this is acceptable. I wonder how many other customers pay the over charges without noticing.

I might give Ocado a go which is a shame as I have shopped in store with Asda for years and have been happy - but they must offer transparent pricing to keep customers.

geordie_joe

Red29 wrote: »

They had no answer when I said this is like saying if I go in-store the product is x price when I pick it off the shelf but by the time I get to the till the price has risen.

Actually, it's not. Since it was 2 days from order to delivery it was more like you going into the store on Monday, seeing something at a certain price then going home and asking someone someone else to go back on Wednesday to buy it for you. The is a 1/3 chance it would be the same price, a 1/3 chance it would be cheaper and a 1/3 chance it would be more expensive.

Red29 wrote: »

How am I supposed to know when a roll back or offer is due to end?

You don't, but you also don't know when an offer is going to start, so you have just as much chance of an offer starting and you paying less than you though as you have an offer ending and you paying more.

I bet, if an offer started after you ordered and before your delivery, so an item cost you less than you expected you wouldn't complain and insist you paid the price that was valid at the time you ordered.

Why can't people grasp a simple concept! When you order online from a supermarket all you are doing is leaving a shopping list, instructions on which day someone should go round the store and pick your shopping for you, and authority to take the payment. You pay the price in force at the time the shopping is picked, regardless of whether the price has gone up or down.

Red29

Actually, it's not. Since it was 2 days from order to delivery it was more like you going into the store on Monday, seeing something at a certain price then going home and asking someone someone else to go back on Wednesday to buy it for you. The is a 1/3 chance it would be the same price, a 1/3 chance it would be cheaper and a 1/3 chance it would be more expensive.

The key difference here is that on Wednesday the new price would be on display clearly on the shelf and my instructions would be I only want to purchase the item if it still is on offer - so if the price had risen I would not want to purchase the product.

You don't, but you also don't know when an offer is going to start,
so you have just as much chance of an offer starting and you paying less than you though as you have an offer ending and you paying more.

Yes I don't know when the offer is going to end but surely Asda do??? Or does someone at Asda wake up one morning and think mmmm I really don't want that deodrant on 3 for 2 today let's cancel the offer right now!!!! Surely as business they know when all offers will end?

Why can't people grasp a simple concept! When you order
online from a supermarket all you are doing is leaving a shopping list,
instructions on which day someone should go round the store and pick your shopping for you, and authority to take the payment. You pay the price in force at the time the shopping is picked, regardless of whether the price has gone up or down.

People don't grasp the concept because that is not how Asda promote their online model.

It's not enough to say that is the concept so it's your fault if you don't understand it. There is clearly a pricing transparency issue here. I'm not saying I should get the offer price no matter when my shopping is being delivered. My point is everything should have a clear end date so the shopper can make an informed decision.

This is not asking Asda to change their business model it is asking for continous improvement. Nothing is ever prefect and issues arise as service offerings evolve. However Asda seem dis-interested in this feedback and I think it is important other customers are aware of this.

Apologies for the odd quotes I can't work out how to do it properly!!

Danjames

Tesco put on their website when offers are ending and starting. Don't see why Asda can't do it as well - maybe deliberately trying to get a few extra quid?

Just change, Tesco are great for me, if I have an issue with anything at all that they have given me datewise or even charged or changed then they refund quibble free. Asda will soon change their policy if people leave.

Red29

Danjames wrote: »

Tesco put on their website when offers are ending and starting. Don't see why Asda can't do it as well - maybe deliberately trying to get a few extra quid?

Just change, Tesco are great for me, if I have an issue with anything at all that they have given me datewise or even charged or changed then they refund quibble free. Asda will soon change their policy if people leave.

This is the obvious solution a clear end date to all promotions and changing the wording of the pricing clause to say if offers have ended before delivery the new price will be charged - it's not rocket science is it?

I am going to try Tesco or Ocado next will compare prices - I actually do really like Asda but I need to be able to do my shopping with confidence and in budget, I can't afford to go 16% over budget. And I can't be bothered to complain every month to them.

I might trying writing to head office customer services are rubbish!!!

Edwardia

Supermarket pricing seems to be a case of The Supermarket Is Always Right Trading Standards told me that they don't have to charge the same price in every store for starters.

Have to say that I wouldn't want to be faced with 16% unexpected increase on a tight budget, either.

Does mysupermarket state when the ASDA offers end ? I have looked online and not found end dates for rollback offers myself, before now. I don't know whether they still do it, but a few years ago, ASDA would list rollbacks for the year on their website. I'm wondering whether rollbacks are while stocks last in your local store ??

geordie_joe

Red29 wrote: »

The key difference here is that on Wednesday the new price would be on display clearly on the shelf and my instructions would be I only want to purchase the item if it still is on offer - so if the price had risen I would not want to purchase the product.

The prices were clearly shown on the delivery sheet the driver gave you, and you were entitled to refuse them.

Red29 wrote: »

Yes I don't know when the offer is going to end but surely Asda do??? Or does someone at Asda wake up one morning and think mmmm I really don't want that deodrant on 3 for 2 today let's cancel the offer right now!!!! Surely as business they know when all offers will end?

Yes they know when the offers are going to end, but they don't have to tell you.

Red29 wrote: »

People don't grasp the concept because that is not how Asda promote their online model.

Well most people seem to grasp it.

Red29 wrote: »

It's not enough to say that is the concept so it's your fault if you don't understand it. There is clearly a pricing transparency issue here. I'm not saying I should get the offer price no matter when my shopping is being delivered. My point is everything should have a clear end date so the shopper can make an informed decision.

You can make an informed decision, you are told how much it cost when it is delivered, you can then keep it or hand it back.

I think the real problem is you didn't check, and now want to blame them for it.

Red29 wrote: »

This is not asking Asda to change their business model it is asking for continous improvement. Nothing is ever prefect and issues arise as service offerings evolve. However Asda seem dis-interested in this feedback and I think it is important other customers are aware of this.

You are not asking for continuous improvement, you are asking for continuous improvement in your favour. What will be an improvement for you may not be an improvement for asda, and it's their store!

They have a reason for not giving rollback end dates, probably more than one. Not knowing when a rollback offer is going to end encourages people to "grab" offers when they see them, as the offer may not be there next time they are in the store. This will result in more sales for asda, and that is why they are in business.

It will also enable them to end an offer at very short notice, should they need to, without people complaining that the offer ended earlier than stated.

In your original post you say that you "made sure that all the offer end dates did not expire before my delivery date". So you knew enough about the system to do that, and you also say you "noticed that some of the offers like some 3 for 2s and some roll backs didn't have any end dates on", so you must have known there was a chance some of them would end before the delivery date, and that you would get charged the normal price. So why didn't you check for this and refuse the items?

I'm sorry you are upset by the indecent, but your post shows that you knew the system, knew what could happen but didn't check, and now want to blame asda.

I'm sorry to have to say this but, asda can only do so much of your shopping for you, you have to take some responsibility yourself.

Red29

geordie_joe wrote: »

The prices were clearly shown on the delivery sheet the driver gave you, and you were entitled to refuse them.



Yes they know when the offers are going to end, but they don't have to tell you.



Well most people seem to grasp it.



You can make an informed decision, you are told how much it cost when it is delivered, you can then keep it or hand it back.

I think the real problem is you didn't check, and now want to blame them for it.



You are not asking for continuous improvement, you are asking for continuous improvement in your favour. What will be an improvement for you may not be an improvement for asda, and it's their store!

They have a reason for not giving rollback end dates, probably more than one. Not knowing when a rollback offer is going to end encourages people to "grab" offers when they see them, as the offer may not be there next time they are in the store. This will result in more sales for asda, and that is why they are in business.

It will also enable them to end an offer at very short notice, should they need to, without people complaining that the offer ended earlier than stated.

In your original post you say that you "made sure that all the offer end dates did not expire before my delivery date". So you knew enough about the system to do that, and you also say you "noticed that some of the offers like some 3 for 2s and some roll backs didn't have any end dates on", so you must have known there was a chance some of them would end before the delivery date, and that you would get charged the normal price. So why didn't you check for this and refuse the items?

I'm sorry you are upset by the indecent, but your post shows that you knew the system, knew what could happen but didn't check, and now want to blame asda.

I'm sorry to have to say this but, asda can only do so much of your shopping for you, you have to take some responsibility yourself.

Oh do be quiet why is there is always one sanctimonous poster on every thread!! Only able to see in black and white.

Online shopping is sold as saving you time and being more convenient - how does it save me time if I have to compare the price of every product against my original order, on the doorstep with the delivery driver standing there. How does that save me time? On top of the time I spent ordering my shopping?

If there is no end date on a promotion I don't think it's unreasonable to assume that most consumers will assume that the price will apply to their shopping.

How do you know that most people grasp it? Where is your data and evidence to support that statement? Interestingly I've actually had an email from Asda today saying that from customer feedback they recognise that this is an issue and they are working on it. So do you think everyone does grasp it?

What ever the reason behind roll back offers there is a pricing issue here - when companies change their offerings their current ways of working sometimes are impacted and things need to change. At the moment Asda are trying to impose their store pricing model on their online model - it doesn't work - to keep customer confidence pricing has to be transparent and clear.

You sound like one of the Asda customer service people "it's your fault" rather than admitting there is a glitch in the system.

sebsy

I would also recommend giving Tesco a bash. Check out HOTUKDEALS to get a code for £15 off £60 spend when using for first time. There are a few on there, the ones that say petfood in them are fine, you don't need to order any petfood at all.

Used them thrice recently due to these codes and all three times they've been brilliant. They've turned up right in the middle of the the 1 hour del slot each time, the only items missing were 1 or 2 of something I'd ordered 10 off that were on a really good offer (so understandable they couldn't supply everything) and the drivers were really pleasant. The receipts are very clear and drivers explained everything very well.

Website is as easy as you could ever hope as well.

Genuinely not found fault with them as of yet.

Edwardia

sebsy wrote: »

I would also recommend giving Tesco a bash.. the drivers were really pleasant. The receipts are very clear and drivers explained everything very well. Website is as easy as you could ever hope as well. Genuinely not found fault with them as of yet.

Are you sure you don't work for Tesco PR ? If Tesco can get its act together that's great. Not my experience.

Tesco snuck 11% added water plus glucose syrup and additives into plain pork chops and that's why I went organic March 2012. A big 24hr Tesco Extra couldn't manage any organic veg during a midweek trip in Organic September either

The delivery drivers are grumpy, you get ridiculous subs way too often and it's awful.

don_simon

Ocado charge the price at the time you submit your order - are they alone in this?

As for Asda, the fact that they don't advertise end dates for their special offers would deter me from using their online service. It's all very well saying you can refuse to accept items at time of delivery but it's a pain to have to scan through your receipt and then rummage through bags of shopping.