Warning re Asda Direct

Justcoll

I ordered a mixed case of six bottles of wine on 5th December from Asda Direct with delivery promised by the 8th. On the 7th a box was dumped on my doorstep. I was in and went straight to the door but the courier was already in his van (even though it was meant to be signed for). On opening it I discovered 12 bottles of someone else's wine but addressed to me. I phoned customer services who promised my order would be delivered by the 9th and they would arrange a pick-up of the other box. On the 10th I phoned again but the woman was so offhand that I ended the call and phoned later. The man I spoke to was really sympathetic and wrote an email to his supervisor and promised the supervisor would phone me the following day.

Today it is the 16th. I hadn't heard a peep so rang again. Someone finally answered and I was transferred to a lady who I explained everything to. She put me on hold and after waiting for ages (length of call 40 minutes) I was then cut off. Called back but they didn't know who I'd been talking to. Promised someone would call back. Guess what!

Anyone reading this needs to know that Asda Direct is based in South Africa and is separate from Asda in this country. I did phone Asda in the UK but there was nothing they could do. So if something goes wrong you could end up in my position. I phoned the CAB who said Asda Direct are in breach of contract and so they have informed trading standards.

The thing is, anyone can make a mistake but it is how it's then dealt with that makes all the difference.

If any of you know what further action I could take, I would appreciate your input.

Coll

Beachdave

Hi Coll,

I've had a similar experience with Asda Direct. Like you, I found that Asda Direct South African Call Centre to be completely useful in relation to customer service. I was promised 4 separate calls (within 2 to 4 hours) from an Escalation manager - and like you, no response received.

In total, I ended up sending seven e-mails trying to resolve the issue I had (I had ordered a dolls house for my daughters Christmas and they had given it to someone else).

Asda Corporate Headquarters really need to overall Asda Direct - as it is seriously damaging their brand.
Dave

wealdroam

Beachdave wrote: »

...I found that Asda Direct South African Call Centre to be completely useful in relation to customer service.

That's ok then.

Money-Saving-King

Beachdave wrote: »

Headquarters really need to overall Asda Direct - as it is seriously damaging their brand.
Dave

Is this a piece of clothing with Asda Direct written on it?