Appauling customer service Asda

cymrumam

Ordered my shopping to be delivered from Asda today. An hour before delivery I receive a phone call from the store to say they are unable to deliver due to adverse weather conditions. Having spoken to the man on the phone it turns out that the snow is 40 miles away from us nowhere near their route, The man was going to phone me back in 10 mins. Four hours later and two calls to their customer service centre no one knows anything still waiting for the other two call backs they promised and they have no one there that I can speak to. It is a 30 mile round trip to the nearest Tesco and 80 miles to the nearest asda hence the need for home delivery. I have a delivery pass with them but wont be renewing as this is just an ongoing problem. Obviously if you work for asda home delivery you don't have access to a phone or a map.

hieveryone

Perhaps some delivery drivers had called in unable to get to work that day?

cymrumam

Then they should say that - not tell me that they can't deliver due to the weather conditions that are 80 miles away from there store and 40 miles from me. Cant see that there are many drivers that are going to make a 160 mile round trip to work for asda

flashg67

Have to compliment my Asda delivery man today. Couldn't get his van down the street due to the snow, so he stacked it on a hand truck and wheel it down the snow-covered street to my door.

OP - if it's so far to a supermarket, how did you manage before home delivery, and how does not using them again help you?You sound like people who 'just must have' bluetooth & sat-nav in their cars - however did we cope....

Collabora

flashg67 wrote: »

how does not using them again help you?

Maybe the OP thinks if they say they wont use them again they will stop home deliveries after losing 1 HD customer

GrumpyPL

Not really appalling customer service... if they can't deliver, they can't deliver. Probably something to do with the fact that they have 50 customers on their route, and they can't deliver to 40 of them, it's not economically efficient to deliver to the 10 that they can't reach, but of course they don't want to tell you that.

Go to your nearest local store, you must have a Londis or a Costcutter somewhere close to you?

boo_star

cymrumam wrote: »

Then they should say that - not tell me that they can't deliver due to the weather conditions that are 80 miles away from there store and 40 miles from me. Cant see that there are many drivers that are going to make a 160 mile round trip to work for asda

Frankly I'm surprised they even offer the service for someone living 40 miles away.

boo_star

GrumpyPL wrote: »

Not really appalling customer service... if they can't deliver, they can't deliver. Probably something to do with the fact that they have 50 customers on their route, and they can't deliver to 40 of them, it's not economically efficient to deliver to the 10 that they can't reach, but of course they don't want to tell you that.

Go to your nearest local store, you must have a Londis or a Costcutter somewhere close to you?

Or a Tesco, Morrisons, Asda, Aldi.

wealdroam

cymrumam wrote: »

Cant see that there are many drivers that are going to make a 160 mile round trip to work for asda

There don't need to be many drivers in that situation.

If the one driver that can't get into work is the one scheduled for your delivery, then what happens?

Money-Saving-King

cymrumam wrote: »

turns out that the snow is 40 miles away from us nowhere near their route

The drivers won't just go out to you being 40 miles away, they'll have other drops as well! With an 80 mile trip just for you if they charged you even the cost petrol & wage mount I've no doubt your jaw would be dropping and you'd also be complaining about that. How do you know what the route is then? How do you know what the weather was doing near the store if it's so far away? I've seen snow today & I don't live in a mountainous/hilly region as you obviously do because the nearest Asda & Tesco to you are 40/30 miles away.

To be honest I don't think you know anything about the route & it's weather at all and are just assuming or writing it (without knowing whether it's fact) just to try and add to your complaint.

fluffnutter

It always amazes me how much insight people have into delivery routes, weather conditions, numbers of drivers, numbers of delivery vehicles, and all the other factors the supermarkets have. Why take their word for it that delivery is not possible when you know better?

Online shopping is huge, supermarket competition is huge. They actually want to deliver to you, despite your beliefs to the contrary. If they say it's not possible, then chances are, it's not possible. They told you, I expect they apologised. What more do you want? It's hardly 'appauling' [sic] service. Appalling service would be that they didn't bother telling you, charged you double the amount, and when they finally turn up with your order, it's all wrong and the driver gobs in your face.