Asda Customer Services (or lack of)

caz1965

I always do my weekly shop with Asda and have not really had much trouble before.
The odd thing missing and a quick phonecall got me a refund.
Wednesday, non of my freezer stuf came, but I got 2 carrier bags full of someone elses freezer stuff.
Rang Asda, "we'll ring you back"
Rang the store "We'll ring you back"
I rang about 8 times, nothing.
Got through last night to someone at my local store, who said keep the shopping and we will refund you freezer stuff!
Good result in the end!
They could have got the van to come back, as it was only about 20 minutes after they delivered that I rang and told them.
plus, no one rang to say their freezer stuff hadn't come? Which is weird because it was loads of vegetarian quorn and veggy bacon, New Zealand Lamb shops and Fish!

fedupconsumer

One how did you know the other party did not ring up to complain also they dont have to divulge that to you.
Secondly as infuriatingly as it is you received a refund and some other goods which may come in handy.
Thirdly you booked your delivery slot why should others have to be inconvineced when they have booked their slots too. They cannot send the van back that would delay him/her on his next deliveries putting more customers out.
The store should have answered your call in a more timely manner.

caz1965

Hello!
The chap at Asda said he would get my stuff re-delivered and the other person's freezer stuff picked up.

It was the chap at my local store who told me no one had rang in to complain that they had 2 bags of food missing.
I find that strange that they didn't notice?

I put the blame on customer services for not dealing with it the first time.
He told me that the van would come back (they never have before)

Yes the other food will get used, but I still had to go out again.

cd36uk

I normally use Asda delivery as there are generally free delivery codes floating around, this time however there wasn't, but I thought i would use them anyway and pay the charge. How I wish I hadn't bothered...

I am absolutely disgusted with the service (or lack of) I have received today from Asda.
The inept driver began by giving me someone else's shopping which I had to advise him was obviously for a different customer, he then spent 10 minutes searching his van for the correct shopping.
There were incorrect items in my bags, which were obviously also for another customer. I handed these back.
Then upon unpacking my shopping I find an item is missing.
I phoned the customer service centre and explained all this TWICE as the 'foreigner' on the other end of the line could not seem to understand what I was saying.
The result was a refund on the missing item. I queried that I should be entitled to a refund on delivery following the shambles of a service I had received, she spoke to a supervisor, then advised me that it would have to be checked with the store concerned first.
Totally disgusting lack of service by both the delivery driver and the customer service agent. A total mess up from start to finish and I have to call at cost to myself to attempt to get it sorted (0845 number)

forestpottsy

caz1965: I understand that its annoying when people dont return 'phone calls and yes, that it not great customer service but probably to be expected at this time of year ( ever stood by a customer service desk and listened to the 'phone ring as ALL available staff are dealing with the 26 deep queue of people?)

I really don't think you can complain though as not only have you had given to you (as you have not had to pay for it) the shopping delivered to you in error, you have also had a refund on your original order.

You say you have had to "go out again". Why not simply order again with the store man that you spoke to?

They are not allowed to come and collect freezer goods for return once delivered as it contravenes food safety laws. It may have only been 20mins later that you 'phoned, but they may not have been able to pick up straight away or even until next day, and there is no guarantee for them that you have stored the food at the correct temperature. Say it had been next day they could have picked up, you could have had to go out on an emergency, the food was defrosted and then you chucked it in the freezer and refroze it.

They have to be able to GUARANTEE correct storage all the way through from delivery to them, their storage, display, transport to you. The laws are VERY strict and there for our (consumer) protection.

If you thought there was a chance you had somebodies returned goods that had been partially defrosted, returned to store and then sold again to you I don't think you'd be very happy. That's why on frozen goods it's easier to write it off. firstly its a tax allowance, secondly they have to by law: you will always get a refund or replacement product on items returned to store.

Wholesalers (which as a pub landlady I deal with almost daily) are the same. Once you are out of their doors, even if for only 30 seconds, no returns.

There are very strict procedures and they are there for a reason. Not everyone adheres which is why there are so many cases of shops/pubs/restaurants etc etc being prosecuted but they only have themselves to blame, there are rules which should be adhered to, and especially with food, they are there to protect the consumer, whether it be directly, as in Asda's case or if there are 3 or 4 links as in the service industry.

I think rather than heading your post "Asda customer service...or lack of" you should have actually headed it " Asda made a mistake but put it right and I have gained out of it".

If you don't want the food then why not try to find an alternative home for it amongst friends/neighbours? I am sure it would be welcome at this time of year. Just make it clear the circumstances (just to make clear as I assume you did that it wasnt defrosted and refozen...as a private individual you can pass it on as long as they understand its at their own risk...... you never know in this American influenced blame and claim culture).

I would suggest the local homeless shelter etc. but for the reasons given above I don't think they are allowed to accept as they also have to show the chain of responsibility.

sparkymark_3

Bit off topic but are some people are thick - overheard moaning minnie in shop "what no Xmas puds left ?" Have they been on sale for at least 3 months ? yes left it a bit late I think, shops want to run out not reduce to silly prices in Jan !!