Asda eVouchers disappeared

[Deleted User]

Asda's grocery site was down for maintenance last night and somehow during that time my evouchers have disappeared. I noticed when I went in to amend an order but noticed too late and paid after amending instead of hanging on to the original with the vouchers applied.
They were nowhere near due to expire so I know that wasn't the problem. Anyone else lost any?

alanq

Yes. I had eVouchers applied to an order to be delivered on April 2nd. Today on checking out after amending the order I got a message that eVouchers had been removed because they had expired. The vouchers concerned had been earned on a delivery made on the 21st March and not issued until a couple of days later.

I have seen the message previously but this is the first time that the vouchers have actually been removed. Previously despite the message all vouchers remained.

Waggle_Dancer wrote: »

I noticed when I went in to amend an order but noticed too late and paid after amending instead of hanging on to the original with the vouchers applied.

That wasn't an option for me as the reason for amending the order was to remove a couple of items that had increased significantly in price since I had placed my order. The eVouchers were worth far less than the price hike.

[Deleted User]

alanq wrote: »

I have seen the message previously but this is the first time that the vouchers have actually been removed. Previously despite the message all vouchers remained.

Same here. I quite often get this message up but the vouchers are never anywhere near expiring, I just ignore it and the vouchers always re-appear when I go to check out. However I didn't get any message this time and the vouchers have disappeared. I'm currently awaiting a response from customer service to see what they say about it.

alanq

Did you get an answer? I submitted an online message to customer support requesting a response by email. No response so far unless it was one phone call with number withheld while I was up the garden.

[Deleted User]

Yes....got an answer saying "you have no vouchers attached to your account. Please contact us if we can be of further blah blah"..
How helpful!

alanq

Waggle_Dancer wrote: »

Yes....got an answer saying "you have no vouchers attached to your account. Please contact us if we can be of further blah blah"..
How helpful!

I had more success. After receiving no response, this morning I sent another message complaining. Coincidentally(?) less than an hour later a response to my original message arrived. Apologies for what had occurred, a promise to investigate and to reinstate the lost eVouchers. I suggest that you try again.

The value of my missing vouchers was not great and not worth the effort I expended in reclaiming them. However, if a company cannot respond well to any complaint it causes me to lose confidence that it will deal with me fairly if a bigger problem arises. A less than satisfactory response would make me think twice about giving it further business. I must say that my experience so far has been that ASDA's Customer Service has always done the right thing.

alanq

ASDA may have responded well to the complaint but it hasn't fixed the problem. The same thing has just happened again. I applied APG eVouchers I had just earned to an order. Later I amended that order and the eVouchers were deleted as they were alleged to have expired when this was far from being the case.

Update: Once again a very quick response and recompense from ASDA Customer Services. They accept that there is an issue and are working to find a solution.

alanq

The issue now seems to have been fixed. No problems with my order for this week.