ASDA refund taking too long

sooboo82

Anyone else having this problem?
had a delivery on 17th April. Over half the items were unavailable and a further 5 items were said to be delivered but were not. In total I’m waiting for a refund of £86.
On Saturday all the Asda transactions disappeared from my account and the full money was back in my account. On Tuesday they took the full amount again. Customer services said there was a “problem” with their system but it had been refunded. I pleaded to speak to a manager. Told no. They say I will have it by this Friday but I’m not confident as that weird thing happened with the money going in and out again. I don’t know if that’s the refund he’s saying he could see. I don’t know where to turn to with escalating this further. It way too much to keep from someone for a week when the shopping really needed to be bought from elsewhere.
id just like to add I do appreciate the virus has turned everything upside down and things take longer. But this being allowed to happen in the first place is what I really take issue with. They took the full amount before knowing they could provide it then take a week to return it. ESPECIALLY at this time is not acceptable. I was shopping for my elderly mother in law as well as she can’t get a delivery to her sheltered housing building. I wouldn’t mind for much if it was a lower amount but for a company to keep almost £100 for a week is shocking! The food still needs to be bought elsewhere with that money they have kept

[Deleted User]

sooboo82 said:They say I will have it by this Friday but I’m not confident 

Until Friday passes, I can't see you can "advance" this any further. Understand that the global pandemic has resulted in no business operating normally. Mistakes are made which are not normally made. Home delivery services are stretched. 

After you've had your refund on Friday, you can write a formal complaint addressed to the Manager of the store. This might result in a goodwill voucher by way of an apology.  

 

NCC-1707

No...these are difficult times and things generally are understandably taking a wee bit longer to sort when they go wrong.

the_lunatic_is_in_my_head

sooboo82 said:

But this being allowed to happen in the first place is what I really take issue with. 

ASDA are a offer you a voucher to go away type of company, if the refund isn't with you by Friday have a look on CEO email and send them a message. 

carebearz

The usual Asda process is to take payment for the full amount of your original order, then process a refund or additional payment depending on the actual cost of your shopping. I don't know why it's done this way but it is their normal process. 

I also had an order delivered on 17th April, £10 of items were unavailable on the day of order and a further £15 of items were missing at point of delivery.

I have checked my account daily, including today, and no refund yet.

As a regular online shopper with Asda, usually I see all credits and debits appear on the same day but at the current time, it is taking than much longer to process refunds.

The longest wait I've had so far is 7 working days.

missglc

I purchased cigarettes online for click and collect on the 7th May 2020, due to the menthol ban I purchased quite a few, using my last available funds to do so.

I specifically requested 'no substitutes' as I have a particular brand only.

On collection, asda had given me substitutes, which were promptly handed back to the cashier 'Alina'. Alina advised that she would email head office and a refund would be issued, but I was concerned as I wasn't given a return receipt or proof of return. I went online to see if I could initiate a return on the system, by there appeared to be a glitch and wasnt allowing me to initiate a return. As I have had issues with Asda previously and know their refund process can be very slow, so I tried to avoid these issues, by requesting a proof of return at the time, I also called Asda the following day 8th May, I spoke with Rachel who raised a claim reference number 200508-005603. I was advised a refund would be with me within 5 days. On 14th May, I still had not received a refund so I called Asda yet again, spoke with Hazel, who advised that a refund had not been issued, she said she would look into this an ensure a refund was done, she gave me another case reference number 200514-008173. I requested compensation at this point as due to the fact that I had not received the refund owed to me, I did not have enough money to purchase more cigarettes before the menthol ban on the 20th May, so this just added to the inconvenience that Asda has caused, hazel advised she would look into this for me.

I did not hear back from Hazel to advise if this issue had been resolved, but still no refund. So today, 21st May 2020, I contacted Asda again, spoke with Chris who advised that a refund had not been issued and as I had no proof of the return they would need to investigate and check CCTV footage. I am outraged!

If Asda had followed procedure in the first place and not given me substitutes when I requested this at the time of my order, this situation could have been avoided, I was advised by Chris that 'Alina' the cashier, who took the return should have printed off a return receipt, but she didn't (which could have also prevented this issue). Customer services agents, Rachel and Hazel both advised me that a refund would be issued, so did not investigate further, so this only delayed the process, and now I am waiting on Chris to get back to me once they have found CCTV footage, god only knows how long this will take! Meanwhile they still have my £152 accruing interest in their bank (not mine), the menthol ban is in place so I can no longer purchase my cigarettes and I am even more frustrated with how Asda has handled the whole process!

On the 21st May, I sent am email to the CEO of asda and customer complaints as I felt I wasn't getting anywhere speaking with customer services.

On the 27th May 2020, I received an email from Sam, a member of the Executive Relations Team, who advised he would investigate my complaint.

On 1st June 2020, I emailed for an update, Sam advised me that they were checking CCTV, I had already been advised this had been done.

On 2nd June 2020, I received an email advising that the refund had been approved but they were having difficulty refunding this to my card, but they would update me.

On 9th June 2020, I emailed again requesting an update on the refund, I finally received a response on the 12th June 2020 from Elliot, who advised that they were still investigating how to refund my payment card, but he would be back in touch.

It is now the 22nd June and still no communication or refund!!

This is completely unacceptable, and it appear the only way that ASDA will see how serious I am, is if I take legal action, more unnecessary stress and anguish for me just to get MY MONEY back.

powerful_Rogue

missglc said:

I purchased cigarettes online for click and collect on the 7th May 2020, due to the menthol ban I purchased quite a few, using my last available funds to do so.

I specifically requested 'no substitutes' as I have a particular brand only.

On collection, asda had given me substitutes, which were promptly handed back to the cashier 'Alina'. Alina advised that she would email head office and a refund would be issued, but I was concerned as I wasn't given a return receipt or proof of return. I went online to see if I could initiate a return on the system, by there appeared to be a glitch and wasnt allowing me to initiate a return. As I have had issues with Asda previously and know their refund process can be very slow, so I tried to avoid these issues, by requesting a proof of return at the time, I also called Asda the following day 8th May, I spoke with Rachel who raised a claim reference number 200508-005603. I was advised a refund would be with me within 5 days. On 14th May, I still had not received a refund so I called Asda yet again, spoke with Hazel, who advised that a refund had not been issued, she said she would look into this an ensure a refund was done, she gave me another case reference number 200514-008173. I requested compensation at this point as due to the fact that I had not received the refund owed to me, I did not have enough money to purchase more cigarettes before the menthol ban on the 20th May, so this just added to the inconvenience that Asda has caused, hazel advised she would look into this for me.

I did not hear back from Hazel to advise if this issue had been resolved, but still no refund. So today, 21st May 2020, I contacted Asda again, spoke with Chris who advised that a refund had not been issued and as I had no proof of the return they would need to investigate and check CCTV footage. I am outraged!

If Asda had followed procedure in the first place and not given me substitutes when I requested this at the time of my order, this situation could have been avoided, I was advised by Chris that 'Alina' the cashier, who took the return should have printed off a return receipt, but she didn't (which could have also prevented this issue). Customer services agents, Rachel and Hazel both advised me that a refund would be issued, so did not investigate further, so this only delayed the process, and now I am waiting on Chris to get back to me once they have found CCTV footage, god only knows how long this will take! Meanwhile they still have my £152 accruing interest in their bank (not mine), the menthol ban is in place so I can no longer purchase my cigarettes and I am even more frustrated with how Asda has handled the whole process!

On the 21st May, I sent am email to the CEO of asda and customer complaints as I felt I wasn't getting anywhere speaking with customer services.

On the 27th May 2020, I received an email from Sam, a member of the Executive Relations Team, who advised he would investigate my complaint.

On 1st June 2020, I emailed for an update, Sam advised me that they were checking CCTV, I had already been advised this had been done.

On 2nd June 2020, I received an email advising that the refund had been approved but they were having difficulty refunding this to my card, but they would update me.

On 9th June 2020, I emailed again requesting an update on the refund, I finally received a response on the 12th June 2020 from Elliot, who advised that they were still investigating how to refund my payment card, but he would be back in touch.

It is now the 22nd June and still no communication or refund!!

This is completely unacceptable, and it appear the only way that ASDA will see how serious I am, is if I take legal action, more unnecessary stress and anguish for me just to get MY MONEY back.

Have you contacted your bank to see if they can assist?

Don't get too hung up in interest, no-one will be earning much on £152 at the rate of 0.1%

hollybabes

I cancelled an order on 24th for 150 pounds.  They took the money out for my grocery order TWO days before the delivery date. Nearly 10 WORKING days later I still haven't received my refund.  I am never using Asda again until they stop taking out MY  money when they feel like it (then not giving it me back when I've not bought anything)

Aylesbury_Duck

powerful_Rogue said:

missglc said:

I purchased cigarettes online for click and collect on the 7th May 2020, due to the menthol ban I purchased quite a few, using my last available funds to do so.

I specifically requested 'no substitutes' as I have a particular brand only.

On collection, asda had given me substitutes, which were promptly handed back to the cashier 'Alina'. Alina advised that she would email head office and a refund would be issued, but I was concerned as I wasn't given a return receipt or proof of return. I went online to see if I could initiate a return on the system, by there appeared to be a glitch and wasnt allowing me to initiate a return. As I have had issues with Asda previously and know their refund process can be very slow, so I tried to avoid these issues, by requesting a proof of return at the time, I also called Asda the following day 8th May, I spoke with Rachel who raised a claim reference number 200508-005603. I was advised a refund would be with me within 5 days. On 14th May, I still had not received a refund so I called Asda yet again, spoke with Hazel, who advised that a refund had not been issued, she said she would look into this an ensure a refund was done, she gave me another case reference number 200514-008173. I requested compensation at this point as due to the fact that I had not received the refund owed to me, I did not have enough money to purchase more cigarettes before the menthol ban on the 20th May, so this just added to the inconvenience that Asda has caused, hazel advised she would look into this for me.

I did not hear back from Hazel to advise if this issue had been resolved, but still no refund. So today, 21st May 2020, I contacted Asda again, spoke with Chris who advised that a refund had not been issued and as I had no proof of the return they would need to investigate and check CCTV footage. I am outraged!

If Asda had followed procedure in the first place and not given me substitutes when I requested this at the time of my order, this situation could have been avoided, I was advised by Chris that 'Alina' the cashier, who took the return should have printed off a return receipt, but she didn't (which could have also prevented this issue). Customer services agents, Rachel and Hazel both advised me that a refund would be issued, so did not investigate further, so this only delayed the process, and now I am waiting on Chris to get back to me once they have found CCTV footage, god only knows how long this will take! Meanwhile they still have my £152 accruing interest in their bank (not mine), the menthol ban is in place so I can no longer purchase my cigarettes and I am even more frustrated with how Asda has handled the whole process!

On the 21st May, I sent am email to the CEO of asda and customer complaints as I felt I wasn't getting anywhere speaking with customer services.

On the 27th May 2020, I received an email from Sam, a member of the Executive Relations Team, who advised he would investigate my complaint.

On 1st June 2020, I emailed for an update, Sam advised me that they were checking CCTV, I had already been advised this had been done.

On 2nd June 2020, I received an email advising that the refund had been approved but they were having difficulty refunding this to my card, but they would update me.

On 9th June 2020, I emailed again requesting an update on the refund, I finally received a response on the 12th June 2020 from Elliot, who advised that they were still investigating how to refund my payment card, but he would be back in touch.

It is now the 22nd June and still no communication or refund!!

This is completely unacceptable, and it appear the only way that ASDA will see how serious I am, is if I take legal action, more unnecessary stress and anguish for me just to get MY MONEY back.

Have you contacted your bank to see if they can assist?

Don't get too hung up in interest, no-one will be earning much on £152 at the rate of 0.1%

I wonder if the poster ever got their money back?  I noticed the casual prejudice in the post: every name other than Alina typed normally, 'Alina' appears in inverted commas.

Aylesbury_Duck

hollybabes said:

I cancelled an order on 24th for 150 pounds.  They took the money out for my grocery order TWO days before the delivery date. Nearly 10 WORKING days later I still haven't received my refund.  I am never using Asda again until they stop taking out MY  money when they feel like it (then not giving it me back when I've not bought anything)

How's that going to work?

theonlywayisup

Aylesbury_Duck said:

powerful_Rogue said:

missglc said:

I purchased cigarettes online for click and collect on the 7th May 2020, due to the menthol ban I purchased quite a few, using my last available funds to do so.

I specifically requested 'no substitutes' as I have a particular brand only.

On collection, asda had given me substitutes, which were promptly handed back to the cashier 'Alina'. Alina advised that she would email head office and a refund would be issued, but I was concerned as I wasn't given a return receipt or proof of return. I went online to see if I could initiate a return on the system, by there appeared to be a glitch and wasnt allowing me to initiate a return. As I have had issues with Asda previously and know their refund process can be very slow, so I tried to avoid these issues, by requesting a proof of return at the time, I also called Asda the following day 8th May, I spoke with Rachel who raised a claim reference number 200508-005603. I was advised a refund would be with me within 5 days. On 14th May, I still had not received a refund so I called Asda yet again, spoke with Hazel, who advised that a refund had not been issued, she said she would look into this an ensure a refund was done, she gave me another case reference number 200514-008173. I requested compensation at this point as due to the fact that I had not received the refund owed to me, I did not have enough money to purchase more cigarettes before the menthol ban on the 20th May, so this just added to the inconvenience that Asda has caused, hazel advised she would look into this for me.

I did not hear back from Hazel to advise if this issue had been resolved, but still no refund. So today, 21st May 2020, I contacted Asda again, spoke with Chris who advised that a refund had not been issued and as I had no proof of the return they would need to investigate and check CCTV footage. I am outraged!

If Asda had followed procedure in the first place and not given me substitutes when I requested this at the time of my order, this situation could have been avoided, I was advised by Chris that 'Alina' the cashier, who took the return should have printed off a return receipt, but she didn't (which could have also prevented this issue). Customer services agents, Rachel and Hazel both advised me that a refund would be issued, so did not investigate further, so this only delayed the process, and now I am waiting on Chris to get back to me once they have found CCTV footage, god only knows how long this will take! Meanwhile they still have my £152 accruing interest in their bank (not mine), the menthol ban is in place so I can no longer purchase my cigarettes and I am even more frustrated with how Asda has handled the whole process!

On the 21st May, I sent am email to the CEO of asda and customer complaints as I felt I wasn't getting anywhere speaking with customer services.

On the 27th May 2020, I received an email from Sam, a member of the Executive Relations Team, who advised he would investigate my complaint.

On 1st June 2020, I emailed for an update, Sam advised me that they were checking CCTV, I had already been advised this had been done.

On 2nd June 2020, I received an email advising that the refund had been approved but they were having difficulty refunding this to my card, but they would update me.

On 9th June 2020, I emailed again requesting an update on the refund, I finally received a response on the 12th June 2020 from Elliot, who advised that they were still investigating how to refund my payment card, but he would be back in touch.

It is now the 22nd June and still no communication or refund!!

This is completely unacceptable, and it appear the only way that ASDA will see how serious I am, is if I take legal action, more unnecessary stress and anguish for me just to get MY MONEY back.

Have you contacted your bank to see if they can assist?

Don't get too hung up in interest, no-one will be earning much on £152 at the rate of 0.1%

I wonder if the poster ever got their money back?  I noticed the casual prejudice in the post: every name other than Alina typed normally, 'Alina' appears in inverted commas.

I guess some people are always looking for something.