ASDA Customer service/Dis-Service

jeffwest2

Had nothing but issues with this, has anyone actually got any sense out of them after a problem?

Very long story short - Had a delivery for a Saturday (15 Jane),between 6pm and 7pm,never arrived, first  told it was was delayed, then told it was coming, then told driver couldn't find the address (Residential street of 16 houses), then delivery cancelled.  Customer service (Badly named), did nothing other than refund the money, at 10pm, we were in self isolation at the time so couldn't do anything other than get another (More expensive) order.

Have spent the last few weeks using resolver to try and understand what happened to my order, tried the normal email and twitter routes, and got nothing but conflicting reasons, but even when you ask to be contacted by a senior person, or even the store, they just fob you off with we are really sorry, it wont happen again please try us again.

Have found out that actually, the customer service team have no contact with the stores and actually cannot even contact them, how is this fit for purpose??

Would be interested if anyone else has had similar issues.

If anyone is interested I could upload the whole discussion with them which I have downloaded from Resolver.

sarah1972

It happens unfortunately. 

Traffic
van breakdown 
driver illness
accident 

They refunded you so draw a line under it. Not sure what you want resolver to do? It’s happened to me before and they gave me a £5 voucher so I was happy. 

jeffwest2

Hi Sarah

I guess a little more in terms of taking responsibility, which They just didn't do, would have been nice.  At various times I was told it was driver not finding the address, van issue, driver issue, no idea what the issue was, none of these were consistent, all from different people. Yes you are right just move on and forget it, won't be using them again for delivery's unless I can help it, just hoped I wasn't the only one that had to deal with the poor service both in terms of the delivery, but also the actions of the complaint.

sarah1972

Yes they can be like that, I was told by Tesco once that my delivery had been cancelled because the van had broken down but when I saw the driver next he said there was nothing wrong with his van, they had just taken too many orders so had to cancel some. 

I have been told by Sainsburys that they are not under any obligation to give you a reason, just that it will be delayed/cancelled. 

Driver not finding the address to one person is a driver issue to another, van issue is just a standard response.