Asda Home Shopping is worse than terriblehttp://static.moneysavingexpert.com/images/f

djjuego

Sorry for the length of this post but so that you can gauge the service. I need to show you the experience I had. Please read and beware of home shopping from Asda. DONT DO IT.
Dear Sir/Madam

Ref: Customer Number (number removed)
Good evening,
Rather than phone you yet again about the order I have just received, I have e-mailed you. I received my order (num removed). As usual we have had substitutes and yet again they have not been amended as ordered this is getting a regular occurrence.
This time we ordered 6x 33cl x 10 Lowenbru Original Lager Total bottles 60
We received 2 x 6X33cl Lowenbru Original Lager and 10 4X33cl Pernoi Lager Total bottles 52 (please note I had put Lowenbru Original Beer on the original e-mail and had not changed the substitute as Pernoi).
Price was the same but quantity less by 2 boxes of 4. So I have paid the same for less this meaning I have ended up paying the same for a lesser amount this is not what your substitute service offer states. I have only just started to check the amount spent to quantity since I had Lenor delivered and realise later the amount I paid I was a nearly a Litre down on quantity.
Also where is the 2X1lt Bacardi that I ordered is clearly on your delivery notice but hasn’t been delivered, I have received the Glava and Bushmills but no Bacaardi? We purchased these items when there on special and in this case to put away for xmas. So by giving me the money back it in three or four days this is not suitable as your offer may have expired. How can so many errors be made every time? Do I have to check the whole delivery on arrival before the driver leaves this is ridiculous I am not happy as you can imagine. I’m sure you have a list of various other errors I have phoned about before that is why I have chosen to write so as to keep a log of errors. As I have no intention of sitting on the phone for ages to clear this matter up again, costing me more money and time please either contact me on my home line (tel num removed)or by return e-mail. My preference in this matter would be for you to deliver the items as I did pay for them and for a full delivery service anyway.

Thank You
Called customer service team on Wednesday 12:15 was told they had called the store and they would be in touch with me. I accepted this as except the call within the next 24 hours.

Called the customer service team on Friday 15:21 was told they had rung the store on Thursday and spoke to (name removed) who was to ring me. I have not had any call back from Tony or the customer service team to tell me what was happening. I asked to speak with the supervisor as was not happy regarding the period of time it has taken to sort this bearing in mind we have paid for the said goods. (name removed) stated after a few minutes that the manager was unavailable at this time but she would contact the store again. When I asked how much longer I was expect to wait for this to be dealt with ie today a week, a month. She just stated she didn’t know. I then asked for a copy of the Companies policy of complaints procedure to be e-mailed me and the reply was she was unable to do this. I explained that this should be available to the customer if requested so she then stated she would ask her manager. This document should be available to all customer service staff as it should state the time limit to reply to any complaints also stating a limit for the complaint to be dealt with. As I have had to chase this up myself the time limits I must assume have not been adhered. Due to the delays (bad customer service) and the fact that this is not the first instance we have had to complain.

Call returned by CS at 15:54 missed the call (phone was on charge in my kitchen) so i phoned back at 16:03 spoke with (name removed) and he has informed me that (name removed) team Leader at the store will be calling me tomorrow. When I asked why he has not taken the time to call me today I was informed that they could not deliver today and when they sorted the routes out tomorrow they will ring me and let me know what is happening. I asked why I had not been refunded as I requested in my last phone call I was told to wait for the call from the store.

Monday and I have finally received the missing goods.

Another delivery wrong.
New delivery Sunday 22 Dec 2013
Delivery arrived just after 1pm as requested. Straight away I notice that some of the shopping was missing. Due from my past order I requested the driver went through the shopping with me so as to verify what was missing. We list the following as missing:
Domestos Citrus Fresh Bleach x 1
Asda 50l Tall Bin Liners x 1
Finish Dishwasher Cleaner X 1
Gillette Shave Gel Senstive X 3
Nescafe Coffee 300g X 1
Bold lavender 33 PK X 2
Lenor Spring Awakening 2.90 LT X 2
The Adsa Non Drowsy Hayfever/Allergy 14 PK X 2 which had been substituted but had not been sent.

The driver tried to telephone the store but couldn’t get through. He asked was if I available all day when he returned to the store he would get it dealt with and would return with the said items. By 5:30 I still had not received the goods or a call from the store to inform me to what was happening. I then tried to ring the customer service team starting from 5:44. I was on hold for 38.16 min then I was cut off. I rang straight back and again after 40mins was cut off this carried on till I decided enough was enough and stopped calling at 20:00 hours.
As of 9:30 on the 23 December 2013 I still have had no contact from the store I started to ring the customer service team. Finally I was answered at 10:03 by (name removed). I explained what had happened and she stated she would get in touch with the store and asked them to ring me back. I stated that I wanted a call today and that I wasn’t prepared to wait a week again for my shopping. She assured me that it would be sorted today.
12:04 23 December 201. (.Name removed) from the customer service contact centre phoned me to state he had spoken to (name removed) one of the managers at the Telford store. Unfortunately they are unable to deliver the missing goods so would we accept a refund bearing in mind we paid for delivery for all the goods in question. No apology, no telephone call from the store NOTHING. Believe me this is the last time I will ever use the store again and I will be putting this account of errors on the review sites as well as face book etc.

meer53

Too long to read. Some people have good experiences with Asda, some have bad experiences. Thats life.

marmitepotato

Try Sainsburys, Tesco, or Waitrose, you'll probably get a better service.

Money-Saving-King

Agree with Meer53's post. I didn't bother reading it all. I don't think people will stop using Asda home delivery because of this. I'm sure for every single company in the world there's a forum thread somewhere telling people not to use it. If we did what all these threads do they'd be no where people would be allowed to shop!

nearlyrich

In the time you wrote the emails you could have gone out and done the shop yourself, the downside of on line shopping is someone else decides what to do if they don't have what you ordered, supermarkets do run out of things especially if they are on offer and at this time of year when people seem to have siege mentality.


On a scale of disasters it's not really life threatening maybe a bit inconvenient have a glass of whatever they managed to deliver and chill. Merry Christmas,

sleepymans

You have received really bad customer service....vote with your feet and dont use them again.
ASDA...low quality, poor customer service, noted....but Shopmas usually brings all the weaknesses to the surface.

Colleague-X

As stated elsewhere in the thread, online grocery shopping is not for everyone. The trouble is that when some people decide to shop online they automatically presume that the items they order are reserved for them. Orders are picked on the day of delivery and the availability of stock is determined by what is on the shelves on that particular day. Pickers are in competition with shoppers, so if someone shopping in store wants similar items to you (and stock availability is low) then it's a case who gets to the shelves first gets the item. As Christmas is a busy period, popular items sell out fast and substitutes are picked. Some are good; some are bad - depending on the picker. The only true way of making sure that you get you want is by going out and doing your shopping yourself. Granted, the whole concept of convenience goes out the window, but at least you'll get what you want.

bod1467

ASDA online shopping offers (or at least used to) an option whether or not to accept substitutes if the requested item is not available. This option is available either across the board OR on an item-by-item basis (during check out).

I also did not read the OP's rant, but reading the replies I get the impression that the issue is mainly one of substitutes being rubbish.

dodger1

djjuego wrote: »

Do I have to check the whole delivery on arrival before the driver leaves

Errrrrrrr yes.

Abbafan1972

I have used Asda grocery delivery service a few times and they have been good, subs have been ok, no problems. It's a bit hit and miss really, I suppose it depends on the store the shopping comes from.

The only other delivery we have used is Tesco and they were good, one or two hiccups, but we only stopped using them as their prices were getting too expensive.

Colleague-X

dodger1 wrote: »

Errrrrrrr yes.

In an ideal word you would be able to check the whole delivery while the driver is at the door. However, for a typical delivery, ASDA allocates somewhere in the region of 7-9 minutes per drop. In this time the driver has to find somewhere to park, unload the van, take the items to the door, perform the doorstep happy to help procedure, and allow customers to check their substitutes and the driver to process refunds for any returns. Time is not allocated for customers to thoroughly check their shopping for missing items; that's what the not very helpful 0800 number is there for - to report problems with the delivery. If every customer started to check their shopping at the doorstep then believe me, it would lead to further complaints about lateness/non-deliveries etc., it would have a knock-on effect upon other deliveries,