ASDA Delivery Woes

mike765

Hi all,

Firstly I hope this thread is in the right place in the forum, please move if it's not!

Anyway, I've been having serious issues regarding an online order I placed with Asda a fortnight ago and was hoping for some advice given that Asda are completely ignoring me. I did try and keep this brief but unfortunately it's still quite lengthy!

Anyway, on 15/12 I placed my order for delivery on Saturday 19/12. My booked time slot came and went with no delivery so I called customer services and was assured the driver was running late but it was on its way. After another few hours and no sign I called again to be told nobody knew what was going on. After several more calls over the next few days and with no delivery slots left before Christmas I accepted I wasn't going to get my groceries and at this stage I just wanted my money back. After getting nowhere on the phone (and repeatedly being told I'd be called back which never happened) I made a 24 mile round trip to the store on Tuesday 22/12. Here I was told Asda had a "fail safe" method regarding payment which meant they could not take the money from my account unless I signed for the order. At this stage my order had just been marked as cancelled so this seemed to tally with what I was told. However later on that evening I noticed on my bank statement that Asda had taken the money. I managed to get through to the store that evening (no easy task and only accomplished thanks to a customer service persons 'insider' tip!) and was told the refund would be processed immediately and would be in my account in 2-3 working days. The 3rd working day was today and with no sign of my refund I called customer services who said no refund request had been processed (clearly I was lied to yet again last week).

They've now said that the refund will be processed but given all of the above I have no confidence in this happening. Everyone I speak to at Asda is apologetic but nobody, either in store or in customer services, actually does anything other than make promises they don't keep.

Does anyone have any tips on who to speak/write to (a few threads I've found on the internet seem to suggest a standard complaint letter won't get very far?) or any ideas on what I can do next? Any advice would be very gratefully received!

DCFC79

Speak to your bank about the payment, tell the truth which is money was debited with no groceries delivered.

Post on Facebook but keep it short very short or try twitter and ask for who to contact about your complaint.

mike765

Thank you for such a quick and helpful reply. I'm not on social media (for once I wish I was!) but the bank advice seems like the option to go for, can't believe I didn't think of that.

I'd like to write a complaint letter ideally but after being messed around so much thus far I get the impression I'd be wasting my time so maybe I just need to chalk this one up to experience.

Sally_A

I'd go direct to the store rather than the help line, I believe they do have "the power" to rectify these things.

Alternatively, if you go onto your account, you can request a refund there - if you do it against every item (as missing item) you will soon get a response.

I've only done it a few times, either missing item, or a short date (bread usually) - if any other short dates don't scupper my meal plans, I just let it be.

On the whole I've found ASDA helpful, if not the quickest, and often their 10% price guarantee more than pays for the delivery charge.

mike765

Hi Sally, thanks for the response and suggestions.

I did think of going onto my order and requesting a refund on each item but by the time I did this on the Tuesday they'd marked the order as "cancelled" (and assured me I couldn't/wouldn't be charged!). They gave me a £20 voucher in store but I'd much rather have my money and no voucher right now. I spoke to the store on the phone and yes, they do have "the power", they just chose to lie to me and not use it.

Re the 10% of the difference voucher, yes that's a great promotion but last time I was owed a voucher I never received it. That in itself was going to be a complaint but as it was only worth £4 something it's gone on the backburner vs the £60+ they owe me!

fairandreasonable

Been here too with Tesco. It's no fun.

I'd contact Asda Head Office and ask for the refund. I can dig you out a contact email address if it helps.

mike765

Many thanks to those who offered help with this and apologies for the delay in updating this thread (I've been bed-bound with a horrible virus for over a week!).

I did eventually get my refund (actually more than I was due because they refunded the full amount after they'd previously debited the full amount and credited me for the unavailable items). Also have a £20 gift voucher which I'll use in-store and a £10 e-voucher which I probably won't use as I really can't face another 10+ calls should anything go wrong!

Lesson learned on this one anyway, think I'll stick with Tesco & Sainsbury's in future. I know none of them are perfect and an issue could arise with any of them but the sheer amount of Asda related complaints suggests they're a worse offender than most!