Help ASAP please!! Asda withholding goods!!

fluffycabbage

Hi Im really hoping someone can help me asap!!

I recently ordered something from Asda Direct, and went to collect it yesterday. They refused to give me my order because I didnt have photo ID. I said I didnt have any (I dont!) so they refused point blank to give me MY order which I have already paid for.... They then said that because I paid by Paypal, they require photo ID, but if I'd paid by debit/credit card then just my card would have been fine as ID. I was NOT told at ANY point when ordering that I needed photo ID if paypal. I wouldnt have paid that way If I had known!!
They did not accept this. In fact they were quite rude. I spoke to the manager, and he was just as (un)helpful. I asked them to phone asda direct and clarify what they were saying, and they said it was in their t&c's.... Well....

When I got home i went on asda direct, put something in my basket, got through to confirmation page and theres a box to tick to say you understand the T&Cs..... it doesnt say anywhere that you need photo ID....

(sorry i cant insert an image, if you can let me know how to i will show you the screenshot of the T&Cs, or you can look yourselves)

So I must be in the right, surely?? They dont specifiy what ID is acceptable, or that it should be photo ID....

After having yet another discussion with their appalling south african customer services, i looked at their T&Cs on the asda direct site, after looking through the 'help' area, and found completely different T&Cs here !!!

Now surely, when i ticked the box when ordering, i was agreeing to THOSE T&Cs, and not the T&Cs ive linked to????

Im annoyed, very annoyed, that they are withholding my order. They are NOT budging. I cant find a head office number/email anywhere.

What do I do?? Help!!!

stormbreaker

Bottom right hand side of website 'contact us' click through. Then bottom right again 'e- mail' . You need to be signed in to send an e- mail.

Or try their FB page. I prefer e- mail though.

Jellybro

I've never been asked for photo ID when collecting an asda order, and I pay through pay pal. I just tell them my name and order number and that's all they ask for.
Yes, I would email them direct.

Esqui

All the T&Cs I can find mention it. On the "terms and conditions" link at the bottom of the page it says:

When collecting your order from store please take along your order confirmation email and the payment card you used to place the order, if you paid using PayPal or eVouchers only, a valid form of ID which proves you are over 18. Please ensure the name on your ID matches the name provided when ordering.

I don't quite understand what you want them to do? Just go back in with photo ID and collect it

wiogs

Esqui wrote: »

All the T&Cs I can find mention it. On the "terms and conditions" link at the bottom of the page it says:



I don't quite understand what you want them to do? Just go back in with photo ID and collect it

The OP says they don't have photo ID.

And there is no mention of requiring it on that excerpt you quoted

themull1

i bought something from Asda, and although it might not say that you need photo id on the terms and conditions, it does when you get the confirmation email.

Esqui

wiogs wrote: »

The OP says they don't have photo ID.

And there is no mention of requiring it on that excerpt you quoted

Not even the bit that says " if you paid using PayPal or eVouchers only, a valid form of ID which proves you are over 18." ?

duchy

A birth certificate proves you are over 18 -it isn't photo ID.

Your argument doesn't make sense ..... whether it is over or under ID makes no difference -all over18 ID doesn't have a photo

Cornucopia

Let the order lapse, get the refund and go somewhere else.

wiogs

Esqui wrote: »

Not even the bit that says " if you paid using PayPal or eVouchers only, a valid form of ID which proves you are over 18." ?

No. Not even that bit.


No mention of photo ID at all.

powerful_Rogue

If you paid for your order using PayPal, please take along your order confirmation email and one of the following forms of photo ID:

• Passport
• Driving licence card
• Military ID
• Proof of age card with a PASS logo

https://asda.custhelp.com/app/answers/detail_grow/a_id/834