Asda refusing a return

Manxman_in_exile

If you are confident you have done nothing wrong then you may need to send them a Letter Before Claim as suggested by Ergates and end up suing them.   (If you decide to go down that route, you really need to be determined to carry through the threat to sue.)

Assuming it's under £100 did you pay by card?  If so try a chargeback but Asda will probably contest it, so you may need to go down the claims route if you think it worth it.

lucyemma

Unfortunately it's not worth it.

Leaves a very bitter taste though. Thanks everyone x

Norman_Castle

Are you dealing with a particular store or have you contacted customer services online or by phone? I wouldn't let it go.

https://www.resolver.co.uk/companies/asda-complaints/contact-details

https://www.citizensadvice.org.uk/consumer/get-more-help/if-you-need-more-help-about-a-consumer-issue/

Manxman_in_exile

I agree.  I wouldn't let it go either.

I'd certainly take it up further with Asda's central customer services.

born_again

lucyemma said:

The box has clearly been kicking around a long time. Couldn't tell if the bottom tape has been resealed. What's annoying is that ASDA are refusing to tell me whether this item has previously been purchased and returned either in store or online. That seems to be the obvious route to explore but they're just saying they won't and I should seek third party advice....

Question is how would they know?
Customer returns item to store saying "Not what I wanted" Customer service desk take it in, put it behind desk. It simply gets put back on shelf.

TELLIT01

It would seem that ASDA may need to review their returns process.  I suspect items returned are supposed to be checked before being accepted, as happened to the OP, but it would seem that doesn't always happen.

The OP could try direct contact with the CEO  Email Roger Burnley (CEO) on roger.burnley@asda.co.uk. Send a Tweet to the Asda Service Team.

I had a problem with a car which I couldn't get resolved either at the dealership or the manufacturers customer services department.  I had contact and resolution within 48 hours once I took it 'to the top'.  I realise there's a massive difference in value, but there is no difference in the underlying principle.

Ath_Wat

I am sure if you had gone in and said "I got this home and it's the wrong thing in the box" they'd have changed it.

The thing is, you didn't.  You didn't notice it was a different make and model and went back and said the turntable was missing.  They then took it out and said "Hang on, this is just a much cheaper microwave" and you said presumably "Oh, I hadn't noticed".

It absolutely looked at that point like you were the one trying it on and I am not surprised they were suspicious.  It's unfortunate for you, but I absolutely understand where they were coming from.

melb

if she was asking for a refund, maybe so.  But I think the fact she was just wanting the turntable shows that she was genuinely unaware of it being a Wilko item.

lincroft1710

Ergates said:

lincroft1710 said:

user1977 said:

You picked up a box in store but it's the wrong item inside the box? Why are they refusing to replace or refund?

ASDA probably believe that the OP substituted the Breville microwave with a Wilko model. Obviously a possibility but an unlikely action.

It's not unlikely that's how they ended up with a Wilko microwave in a Breville box.   Some previous employee didn't check a return properly (maybe it was nicely taped back up) and it ended up back on the shelves.

It is likely that someone returned the box to ASDA with a Wilko microwave in it. It is unlikely that the OP substituted the Wilko microwave.especially as her original complaint was the lack of turntable

Manxman_in_exile

Ath_Wat said:

I am sure if you had gone in and said "I got this home and it's the wrong thing in the box" they'd have changed it.

The thing is, you didn't.  You didn't notice it was a different make and model and went back and said the turntable was missing.  They then took it out and said "Hang on, this is just a much cheaper microwave" and you said presumably "Oh, I hadn't noticed".

It absolutely looked at that point like you were the one trying it on and I am not surprised they were suspicious.  It's unfortunate for you, but I absolutely understand where they were coming from.

That reasoning doesn't really make any sense?

Whereas these two do?

melb said:

if she was asking for a refund, maybe so.  But I think the fact she was just wanting the turntable shows that she was genuinely unaware of it being a Wilko item.

lincroft1710 said:

Ergates said:

lincroft1710 said:

user1977 said:

You picked up a box in store but it's the wrong item inside the box? Why are they refusing to replace or refund?

ASDA probably believe that the OP substituted the Breville microwave with a Wilko model. Obviously a possibility but an unlikely action.

It's not unlikely that's how they ended up with a Wilko microwave in a Breville box.   Some previous employee didn't check a return properly (maybe it was nicely taped back up) and it ended up back on the shelves.

It is likely that someone returned the box to ASDA with a Wilko microwave in it. It is unlikely that the OP substituted the Wilko microwave.especially as her original complaint was the lack of turntable