Asda Charged Me But No Delivery

MoneyAdvice

I placed an order with Asda online groceries and it was due for delivery between 17:00 - 18:00 last Saturday. It didn't arrive. Two days later the status was delivered and I was charged. When I contacted customer service they said that it had been delivered. I queried this and they will contact the store and e-mail me within 48 hours.

Either the delivery driver lied or they delivered it to the wrong address. Is there anything I can do if they refuse to refund me?

alanq

Unless things are different in your area ASDA time slots are for 2 hours.

When I get an ASDA delivery I have to sign on the electronic pad presented by the driver. The trouble is that the pads make it impossible to give a decent signature (no stylus!) and for my last delivery I was not asked to sign at all as the pads weren't working at all.

The onus is on ASDA to prove delivery. What evidence does it have?

Options (assuming that you were at home during the actual time slot):
Chargeback on debit card?
Section 75 claim on credit card if order was over £100?
Retail Ombudman? (Unless anything has changed recently, unlike Financial Ombudsman it seems that they cannot enforce a decision and not all retailers are members of the scheme as I discovered only after wasting a lot of time on a dispute with Tesco. There does not even seem to be a list of scheme members).
Small claims court?
Create a fuss on social media / press / consumer programmes?

miffedatparkingcharge

Not a dissimmilar issue: I ordered a click&collect for my son when he moved to Uni (via my account, but his address for collection). The order was collected late by my son. He was told to come back the next day & it would be there. When he did this, he needed to pay for the order. My account said items 'unavailable' (and still states). At the end of the month Asda had taken said order from my bank. I am still waiting for this to be rectified with their Customer services.

Money_maker

MoneyAdvice wrote: »

I placed an order with Asda online groceries and it was due for delivery between 17:00 - 18:00 last Saturday. It didn't arrive.

What did they say when you rang to ask where it had got to?

molerat

Money_maker wrote: »

What did they say when you rang to ask where it had got to?

??????????????????????

MoneyAdvice wrote: »

When I contacted customer service they said that it had been delivered. I queried this and they will contact the store and e-mail me within 48 hours

All contact is through the centralised home delivery CS.

sarah1972

molerat wrote: »

??????????????????????

All contact is through the centralised home delivery CS.

I never call the centralised centre, I call the branch that my shopping comes from.

JezR

Unless it has moved recently, the call centre for Asda grocery deliveries is based in Cape Town.

I found them polite but useless in resolving issues relating to individual store deliveries.