Asda Direct - Zero Customer Service

saintscouple

8th March I ordered 5 fence panels on a 14 working day delivery - they were eventually delivered 5 weeks later with 1 panel damaged. Now been told I have to wait a further 4 weeks for the replacement panel to be delivered. So that's 9 weeks until I can complete my project when delivery is stated as less than 3 weeks.
So I phone Asda Direct on the number on their website, was told this isn't good enough and that it would be escalated to a case manager and that I would get a call back in 3-4 hours.
24 hours later, nothing. So phone again, have to go through everything from scratch only to be told the same thing again, case manager will call in 3-4 hours...yep 24 hours later nothing.
So I then email the ceo - that was 72 hours ago and again nothing.
I then phone head-office on a different number only to be told no-one can help as Asda Direct is not at head office, they are there only for instore queries.
Thus basically I'm stuffed.
It's so annoying that a company this big can have such little customer service when things go wrong.

DtheBear

ASDA Customer Care. 3 words that should never be used in the same sentence. I know exactly what your going through. I ordered a Samsung Galaxy s5 on 30/03/14. The money came out of my account on that day. I received an email to say it was only being launched on the 11/04/14, therefore they would only send it on the 11th. On the 10th I received an email to say the parcel had left ASDA and would be delivered by YODEL on the 11th. Booked the day off work, sat in all day and no parcel. Rang YODEL, they said they haven't received the parcel. Checked the tracking on ASDA, it says they have given it to YODEL. Numerous phone calls and emails later, I have learned the following.
If ASDA say they will ring you back. They won't ring.
If ASDA say it has now been sorted and will be with you in 48hrs max. It won't arrive.
If the website says "In Stock". The item is actually "Out of Stock," ASDA will take your money straight away and then send the item, in their own time, when it does eventually come in.
If ASDA say it has now been passed onto a Manager and the Manager will ring you back between 3pm and 5pm. They won't ring.
If you email ASDA you will get a sarcastic auto response saying " This question has not been asked before."
You will then get an email saying as soon as they get an update they will inform you.
Still waiting....
DO NOT BUY FROM ASDA DIRECT.

saintscouple

Couldn't agree with you more there.
Seems I'm a sucker for punishment, as I'm in a similar position yet again!
From my previous order above I was give a £20 e-voucher as compensation.
Yesterday I noticed the Samsung Tab 3.0 7" on sale for £79, so thought, never had a tablet before, and if using the voucher will only cost me £59, so worth the punt.
Today I find it out of stock on the website and price increased to £139, and my order hasn't been dispatched...sense the alarm bells.
So phone them up and get told if they haven't got it in stock then it will get cancelled....urr but that's why I'm phoning, cause if you tell me it's out of stock I can pay the extra and get a different model or you can refund me immediately.
Nope they don't know if it's in stock or not, but I should know by 1st may (1 weeks time) as if it hasn't been delivered by then it will get cancelled.
So basically they want to hold on to my money for as long as they can.
So I said right I'll make a complaint, to which the reply is that is noted but I won't get a call back as I've already been told the situation!! huh.........
I give up, I really do.

DtheBear

Just a quick update.
I rang again to complain that a Manager had not rang me back that afternoon as promised as it was a week later and I was still waiting.
The reply was as per script "very sorry, blah, blah," anyway it would be passed to a Manager again but this time they would ring back within the next 2 hours....
Another week later, I rang again to complain about a Manager not ringing me back, reference the Manager not ringing me back, reference, I could be here all day.....
Anyway, I was told that a Manager would ring me back and at that point I felt a small wave of anger pass over me, so I asked kindly if it would be ok for me to be put on hold while he went and asked his Manager.
He came back 10 mins later and said.. sit down before you read the next bit..."Your parcel has gone missing."
I knew that 3 weeks ago when ASDA said they had dispatched it and Yodel said they haven't picked it up yet.
Also he informed me that even though the website said in stock since the beginning of April, they couldn't just send me another one. They had to cancel that order, refund my money (might take 7 days before its back in my account) and then I would have to re order another one.
I got off the phone knowing that my journey with ASDA Direct had come to an end. Sadness crept in as I knew I would no longer have to listen to their music for 30 mins every week, I would never again hear them say; Hi, thanks for calling ASDA Direct can I take your name please, Can I call you by your first name, How may I help you today, We are very sorry, Can I just put you on hold while I look into this for you, We will ring you back tomorrow morning, We will ring you back between 3pm and 5pm, A manager will ring you....

This has been a life changing experience. One that my children will know about and my children's children. In fact everyone at work knows about it and I thought everyone on hear should know also.

ASDA DIRECT, there will be no sequel.

robatwork

I have no advice or opinion, but you should write a novel, based on your experiences, possibly published by mills & boon. I did enjoy "sadness crept in" "my journey" and "children's children".

Money-Saving-King

robatwork wrote: »

I have no advice or opinion, but you should write a novel, based on your experiences, possibly published by mills & boon. I did enjoy "sadness crept in" "my journey" and "children's children".

I got bored and found it a bit made up for the sake of telling a story.