Asda direct very late delivery. Even worse customer service

kaizer6

Hi

Is there an Asda representative that posts on this site?

The reason I ask is that I am getting absolutely nowhere with their customer service team and stuck on what to do next.

I placed an order on the Asda direct website on 1st December 2014 for an item that was meant to be a Xmas present for somebody. Stated delivery was for 8th December which was fine and plenty of time to arrive before Mr Claus visits should there be any problems with delivery (so I thought)

The delivery date passed and I gave it a few more days before emailing their customer service team asking for an update on my order. This was ignored and we approached the week before Christmas so I emailed them again asking where my order was and asking if it was likely to arrive in time. I received a phone call from Asda saying that they need to contact the supplier then get back to me.

I heard nothing back so I called them this time to get answers, again I was told that they just needed to make enquiries then get back to me. I told them I was told this last time and nobody did get back to me and they said this time they would. But again nothing :mad: and Xmas passes leaving me to apologize to someone and promise that their present is late but on its way.

I contact Asda after the xmas holidays again fobbed off with the same answer that they need to contact the supplier and call me back. And yes same outcome (heard nothing :mad:)

So we enter 2015 and I decided to do my first ever post on twitter to see if a little bad publicity may decide them to stop fobbing me off and give me an answer. I receive a reply asking them to PM my details and they would look into this. After which I was told that somebody will contact me to discuss by telephone to resolve this. I thanked them and then waited over a week for a phone call which did not happen! :mad:

Since then I have emailed them several times again. Same response that I have become familiar of - I receive a phone call, they say they need to contact supplier and will call me back then nothing from them.

So last week I decided to make a formal complaint. Not only about the ridiculously late delivery (was due 8/12/14!) but that I have had no update on when I should expect to receive this, no apology, zero answers and that whenever I spoke to someone they just seem to want to get rid of me with the lies that they would call me back. I told them that I think it is disgusting and that their customer service is the worst.

I received a phone call on Monday. In which I received an apology for the late delivery but no apology for the awful service. Then the famous line that I have heard so many times. We need to contact the supplier then will call you back. I told them that I was fed up of hearing this as nobody ever does contact me back. She said that she would make sure she does personally and if it was not by the end of Monday then it will definitely be Tuesday. I told her I do not believe her due to my bad experiences so far of the Asda call centre but she promised she would and we said our hopefully only temporary goodbyes.

It is now Wednesday night and guess what.....I have heard nothing back from them :mad::mad::mad::mad::mad::mad::mad:

What can I do? Making a formal complaint seems to have been ignored. I want the thing I have ordered so don't want to cancel but they are really taking the urine now and I am sick of them just not caring

Collabora

Rather than email have your tried calling them on 0800 952 3003 or google 'asda direct ceo email' and then email the ceo

kaizer6

Yes but I get no answers that way either, I thought by emailing them then when they contact me back they can do so with the answer I want (where is my delivery? /when will (or even if) it will arrive?) rather than having to say the "we need to contact our supplier" line that I am fed up of hearing.

They are just as useless either way and i thought now I am at the formal complaint stage then it needs to be in writing but as I said in my above post they just seem to have ignored my complaint about their very poor service anyway.

kaizer6

Collabora wrote: »

or google 'asda direct ceo email' and then email the ceo

Good idea thankyou.

Google says Asda CEO is Andy Clarke. Ill give it a go. Thankyou

kaizer6

I have emailed Andy Clarke and will update if and when I get a reply.

kaizer6

I have heard nothing back from the email I sent to Andy Clarke. I was not expecting a reply back from him but I asked him to direct my complaint to a member of his team that is more capable than the ones I have spoken to so far but nothing as usual.

It's a waste of time calling the useless 0800 indian call centre number to be given the same false promises so going to try writing a formal complaint to this address.


ASDA Customer Services, ASDA House, Southbank, Great Wilson Street, Leeds, LS11 5AD.

SimonSays

With comments like that I'd delete your emails too.