Asda refusing to refund

ripplyuk

I use Asda for online grocery home delivery. They often substitute items that are out of stock, but they can be handed back to the driver if they aren't suitable. Usually, an email then arrives that evening confirming the refund for these items.

On a recent delivery, I handed back a few things and the driver 'beeped' them through for a refund but no email arrived. Yesterday, I got my visa statement and there is still no refund. I rang Asda and the guy said a refund had been issued, but couldn't tell me when. He said he didn't have access to that information. He kept saying I should ask my bank for an 'online statement', despite me telling him I had the statement in my hand.

I then emailed Asda and got a voicemail from a lady with a confusing message saying the refund was issued the day of the delivery, then the refund was issued after 5 days, then it's my banks fault for not showing the refund, then she said I was never charged for these items to begin with, despite it showing on my bill! Neither of the employees had good English, so it was very difficult to understand/communicate with them.

I've spoken to my card provider and checked in case a refund was issued after the statement date but they have assured me it has not been. Its only for a small amount of money (£7.80) but it's annoying. I want to warn people in case it happens to anyone else.

springdreams

Go into your local store where you usually shop and explain the problem to them. I find the staff in my store really helpful if an expected refund hasn't been processed.

ripplyuk

They've done it again!!! :mad:

I ordered some clothes through George.com and returned some of them, but the refund is wrong, by £20. What is going on at Asda these days?!!

I've sent an email about it but I'm expecting the same response I got the last time, basically saying I'm wrong. My card company refunded me the last time as I had no success either on the phone/emailing or calling into the store (they just said they don't deal with online stuff).

I expect this time Asda will simply say I cannot prove what items I returned, and I guess they're right. I have the collect+ receipt but it doesn't list what's in the parcel. Will it just be my word against theirs?

daytona0

Fool me once, shame on you. Fool me twice, shame on me.

ripplyuk

Actually, both orders were placed around the same time. The George stuff wasn't sent until later. I'm not psychic, so I couldn't predict that they would get the refund wrong for the groceries.

teddysmum

Call customer service (do they not have a separate one for online, as does Tesco?) and say you won't be shopping with them again.


If there is no positive result, do just that.