Asda Click & Collect - price increased but no comms from Asda

dairy_lee

Quick question re: Click & collect service at Asda

I ordered Pampers Active Fit nappies at the reduced price of £1.50 (for a 21 pack). I purchased 17 packs of them in order to get the minimum order value of £25. I placed the order on Saturday, for collection from my local store on Tuesday afternoon.

When i collected, the Asda staff member told me there had been a substitution. I ended up receiving x7 packs of 21pack nappies plus x1 box of 74 nappies. I signed the note and left.

When i got home i tried to decipher the delivery note and it looked like they were charging me the wrong amount (don't have the note to hand, but it was over £50)

I phoned Asda and they told me the price had increased to £5.97. As per their T&C's the price on the website is a guide only and i will be charged the price of the item on the day it is packed.

This would be fine, except at no point did they contact me to tell me this. Surely if the price increases they should be giving you the option of cancelling? They have simply gone ahead and taken more money from my bank a/c? Or is it my responsibilty to check every item's price and ensure that i'm happy with it? In this instance that is easy to do as i only purchased nappies (altho i didn't actually notice at the time!), but what if you'd done a weekly shop?

Yes, I know i can get the items refunded, but i'm just wondering if they are obligated to tell me that the price increased?

Thx in advance

Tigsteroonie

I don't believe they are obliged to make contact, their T&C cover the fact that you will be charged the price on the day of delivery/collection.

You were advised of the substitutions and then signed the note - that was the point at which you should have checked the price, so that you could reject the items instead.

keyser666

Had it increased?

dairy_lee

keyser666 wrote: »

Had it increased?

Yes, the price on the website increased to £5.97

Tsmdr

Hi

Just read this thread. I am having problems virtually every week. I order shopping generally on a weekend for delivery on a Thursday. I started having deliveries when I was ill in October. It was convenient. But virtually every week I have had problems. I think this week is the final straw! Last week I ordered 3 x 4 packs of yogurts for a pound each. I always change my delivery as I go through the week. The last time I amended it was 8pm on the day before delivery. Again confirmation came through that they were £1 each. On delivery day they were £2.18 each or 2 for £4. We complained and got a refund - the home delivery manager was not particularly happy and said it would be the last time. So this week I have 5 items that have changed the price by over £5. I would not have bought any of these if I had known! And of course I didn't have the option - they never let you know. Since October virtually every week there has been a problem. I am sick of it. The Tesco website tells you that the day you picked for delivery the price won't be the same. Why can't asda do that!

dairy_lee

So pleased to learn i'm not the only one!

Obviously, i only bought one item so it is my oversight for not checking the delivery note correctly. However, I have no idea how anyone would be able to keep tabs on all the prices of a weekly shop.

I am just surprised that they are able to advertise a product at a particular price so that you agree to buy it and then amend the price without giving you any indication that it has changed. That is a massive gamble for the buyer and i can't think of any other business which is able to operate like that?

I did find this on the Asda T&Cs:
We make every effort to ensure that prices shown are accurate when you place your order. If within 14 days of receiving your item(s),a pricing error is found in respect of any or all of the items you have ordered, we will notify you as soon as possible and offer you the option of:-
• placing a new order at the correct price for the mis-priced item(s);
• cancelling your order for the mis-priced item(s); or
• cancelling the whole of your order.
1.4 If, within 7 days of receipt of our notice to you, you have not responded by selecting one of the available options above then:
• if all of the items you have ordered are found to be mis-priced the entire order will be cancelled automatically and we will refund or re-credit you for any sum you have paid for those items; or
• If only some of the items you have ordered are found to be mis-priced, we will deliver the correctly priced items but we will not be obliged to supply you with the mis-priced items. In these circumstances we will refund or re-credit you for any sum you have paid for the mis-priced items.

Anoneemoose

I have been getting asda deliveries and have had not problems - I am pretty sure that the confirmation page advises that prices can change. I used to use Sainsbury's and I think their offers changed on a tues so I made sure delivery was for before then.

I have a feeling Asda have a specific day for offer changes too.

Anoneemoose

dairy_lee wrote: »

So pleased to learn i'm not the only one!

Obviously, i only bought one item so it is my oversight for not checking the delivery note correctly. However, I have no idea how anyone would be able to keep tabs on all the prices of a weekly shop.

I am just surprised that they are able to advertise a product at a particular price so that you agree to buy it and then amend the price without giving you any indication that it has changed. That is a massive gamble for the buyer and i can't think of any other business which is able to operate like that?

I did find this on the Asda T&Cs:
We make every effort to ensure that prices shown are accurate when you place your order. If within 14 days of receiving your item(s),a pricing error is found in respect of any or all of the items you have ordered, we will notify you as soon as possible and offer you the option of:-
• placing a new order at the correct price for the mis-priced item(s);
• cancelling your order for the mis-priced item(s); or
• cancelling the whole of your order.
1.4 If, within 7 days of receipt of our notice to you, you have not responded by selecting one of the available options above then:
• if all of the items you have ordered are found to be mis-priced the entire order will be cancelled automatically and we will refund or re-credit you for any sum you have paid for those items; or
• If only some of the items you have ordered are found to be mis-priced, we will deliver the correctly priced items but we will not be obliged to supply you with the mis-priced items. In these circumstances we will refund or re-credit you for any sum you have paid for the mis-priced items.

I believe this is irrelevant because the item is not mis priced - it is just potentially different - same as if you went in store one day and then went back a few days later and a particular offer had finished.

In addition, you have the option to refuse the items. I have always found the drivers to be accommodating with stuff. Like I said, I am sure it is the same for the other supermarkets as well.

marliepanda

They have it all over the T&C.

The price you are given when you order is a guide. You are charged the price on the day of delivery.

You can refuse. Or you can sign the thing that tells you all about the changes, and then get upset when you realise you should have read it and said 'no, actually don't want these'

You say no communication... that piece of paper you signed with all the information on. Thats called communication.

dairy_lee

Thanks for all your replies so far.

Re: the T&C's and the price change - I have phoned Asda customer service twice now and on both occasions was told that the advertised price (of £1.50) was incorrect, rather than a sale price. Having since found this info in the T&C's, I'm just wondering if it's worth mentioning to asda.

On a separate issue - are Asda supposed to let you know if part of your order was missing? As mentioning in original post - I received 7 pack of the 21 that i ordered. I also received a substitution box of nappies (containing around 70 nappies), which i'm told (by Asda CS) is equivalent to 3 of the 21 packs that I ordered. That means I received in total 10 of the 21 packs that I ordered. Are Asda supposed to tell you if part of your order is missing? Or once again is the onus on the customer to check the delivery note (properly!)

Sorry for so many questions - just trying to get my head around this service. At the moment i can't see the benefit of ever using it!!

Thx in advance

mattyprice4004

The onus is on you to read the piece of paper that you sign - a useful lesson as you could sign something with much more dire consequences than this in the future if you don't read things properly!

Be glad it was just a few quid over some nappies.

Asda DID let you know part of your order was missing, all of the information is on the sheet you signed. There's a difference between letting you know, and you not reading it.