Asda digital (online) gift vouchers - anyone else had problems redeeming?

AnnNother

I won't repeat the whole history as I have a complaint ongoing but essentially: I bought a £100 Asda "digital gift voucher" via a company scheme (they send you a barcode and PIN which can be scanned in-store, there isn't a physical card but it works the same way). I have had similar digital vouchers for Currys and many other places without a problem. The code and pin does validate correctly on Asda's website with the correct balance.

3 different cashiers over 2 branches of Asda over a period of a few weeks have refused to accept them - didn't know how to process it (and didn't ask a manager), in the end we gave up each time and paid by credit card.

After speaking to customer service in-store the 2nd time (I assumed it was just a glitch the first time so let it go) who said the till staff don't have the right scanners (!) & we can ask for the transaction to be saved and then go and queue again and pay at customer services (!) .... that's the first time I wrote to head office who wrote back and advised me to ask customer services in-store to transfer the balance on to a plastic card. Head office CS suggested the print-out may have been smudged or degraded in some way (it wasn't, and in any case it did scan but the cashier didn't know what to do with it).

The 3rd time I suggested to the cashier that it should be processed the same way as the plastic cards. She just shrugged and didn't seem to know how to do that either. (and didn't call anyone). I let it go (I'm not the "I want to talk to your manager" type.......) and paid by credit card again.

After the 3rd refusal a couple of days ago I did ask for the balance to be transferred on to a plastic card and the manager refused to do it as you can't pay for a gift card with a gift card.

Apparently it's in their training guides that they keep at the till stations and next time (according to the most recent manager) I should tell them to look there!

Has anyone else had problems redeeming a "digital gift voucher" in-store for their Asda shopping?

I must say this isn't a great reflection on Asda's customer service, or on their training.

I don't blame it on a specific staff member -- it seems to be a systematic issue (which is probably more troublesome!)

I could use it for self service or click and collect but I don't normally use those and don't see why I should change just to accommodate a lack of training.

miller

There were occasions when they couldn't even process their own ASDA price guarantee vouchers, which I complained about and never got a satisfactory answer.

qsk

AnnNother wrote: »

After the 3rd refusal a couple of days ago I did ask for the balance to be transferred on to a plastic card and the manager refused to do it as you can't pay for a gift card with a gift card.

I have done this several time and never had any issue. Just ask to buy a plastic of same value and pay with your paper one.