ASDA disputed delivery

Gadgetmaster

Last Sunday, my wife and I dutifully waited in for our ASDA home delivery. Delivery time came and went, but delivery didn't. We did, however, notice one of their vans turning around in our cul-de-sacs turning circle midway through the allotted time. I telephoned, emailed, and contacted the CEO office after no response to the first two.
Just received a response stating that according to the store, delivery was made, so they will do nothing further. They have provided no evidence of where delivery was made, although I am aware that a house on the corner of our street bears the same number as our house, but from the adjoining street, not ours. That householder does not communicate with any neighbours.
Payment was made with a prepaid payment card, so not sure if chargeback or section 75 would apply. Bill was for £208.
Has anyone else had these sort of issues, and able to give any advice?

ToxicWomble

Whenever we have had any issue with a supermarket delivery we have phoned up the number provided within 30min to let them know
Failing that a quick visit to the store ASAP 
Leaving it over a week is not good

Gadgetmaster

Leaving it over a week is not good

I telephoned 50 minutes after the deadline for our delivery time. It just took them a week to get back to me having done their own research.

unholyangel

ToxicWomble said:

Whenever we have had any issue with a supermarket delivery we have phoned up the number provided within 30min to let them know
Failing that a quick visit to the store ASAP 
Leaving it over a week is not good

I don't think the OP did leave it over a week. They said they emailed, telephoned and then contacted CEO office after they didn't get a reply from the first two.

OP I've had the same thing happen and initially asda were washing their hands of it saying they had delivered. But I spoke to the manager of the local store where our order was coming from and requested that he ask the driver what the door/entrance looked like, explaining that we were the only house in the village with those features. About an hour later the door went - it was the manager. He'd asked the driver and when the driver hadn't given the right answer, the manager had jumped in the van with him and asked him to take him back to where it was delivered, which was not our address. 

Not sure if prepaid cards are still covered by visa or mastercards own policy. You could contact them and ask. If not then you may be looking at a letter before action to the trader. 

ToxicWomble

Gadgetmaster said:

Leaving it over a week is not good

I telephoned 50 minutes after the deadline for our delivery time. It just took them a week to get back to me having done their own research.

That’s pretty outrageous for them to take a week to investigate.

Tesco are very good and will normally contact the driver and ring back within an hour.

pinkshoes

 I gave up with Asda years ago due to their hopeless customer service. Mine was only a few missing items each week that I was charged for, but it was impossible to get a refund, and so it all adds up over time...

As it's a full delivery not delivered, I'd contact your bank. Presumably you needed food so have since done some food shopping so can prove with a receipt that you have had to replace the items they should have delivered?

mattyprice4004

Might not be much use for this, but I would consider one of those house numbers you can buy that has the street name listed - instead of just '42' they say '42 This Street'.
Might help clear up any confusion for delivery drivers - ours was only £8 on eBay from memory

born_again

pinkshoes said:

 I gave up with Asda years ago due to their hopeless customer service. Mine was only a few missing items each week that I was charged for, but it was impossible to get a refund, and so it all adds up over time...

As it's a full delivery not delivered, I'd contact your bank. Presumably you needed food so have since done some food shopping so can prove with a receipt that you have had to replace the items they should have delivered?

>>>Payment was made with a prepaid payment card,<<<

Would need to know what type of prepayment card.

As to a receipt proving you needed the food. That means nothing. Anyone could go out and buy the same again.

davidmcn

mattyprice4004 said:

I would consider one of those house numbers you can buy that has the street name listed - instead of just '42' they say '42 This Street'.
Might help clear up any confusion for delivery drivers

You'd really need to persuade the other number 42 to put one up though!

ToxicWomble

I’m not suggesting or accusing but it’s weird that the £20 deliveries don’t go missing as often - always the high value ones

unholyangel

mattyprice4004 said:

Might not be much use for this, but I would consider one of those house numbers you can buy that has the street name listed - instead of just '42' they say '42 This Street'.
Might help clear up any confusion for delivery drivers - ours was only £8 on eBay from memory

Good suggestion but I'm not sure it would solve OPs issue since presumably they're going to the wrong house and not OPs 😃