Asda Not Delivering what was Ordered

Last week Asda failed to act on our final order amendments , apologised without us contacting them and gave us a £5 voucher.

This week we have repeatedly updated our order and each time we go back in and look it has changed what we asked for so we change it again. Our delivery this morning has again changed from what was ordered. I kept a print copy of our final amended order so I know that I am right.

I have spoken to an Indian(?) gentlman at Customer Services who whilst very polite couldn't/ wouldn't believe that the system was changing our orders.

Are we alone with this problem?

Comments

  • Farway
    Farway Posts: 13,221 Forumite
    Homepage Hero First Post Name Dropper Photogenic
    I've never encountered it but I rarely change my order once made

    If I do try and amend I sometimes get "no longer available" with alternatives to choose from, or I can just delte the item
    Eight out of ten owners who expressed a preference said their cats preferred other peoples gardens
  • sarah1972
    sarah1972 Posts: 18,897 Senior Ambassador
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    Never had a problem with Asda 
    I’m a Senior Forum Ambassador and I support the Forum Team on Competitions Time, Shopping & Freebies boards, Employment, Jobseeking & Training boards If you need any help on these boards, do let me know. Please note that Ambassadors are not moderators. Any posts you spot in breach of the Forum Rules should be reported via the report button, or by emailing forumteam@moneysavingexpert.com. All views are my own and not the official line of MoneySavingExpert.
  • Chris75
    Chris75 Posts: 163 Forumite
    First Post First Anniversary Combo Breaker
    sarah1972 said:
    Never had a problem with Asda 

    I wish that I hadn't.

    Seems to be just me. I wonder why?
  • Debran
    Debran Posts: 349 Forumite
    First Anniversary First Post
    Over the past few months I have found the word "unavailable" coming up all too often with my local Asda.  I cancelled my last order the day before it was due to be delivered for that very reason.

    I found numerous items unavailable when I was trying to make up my order then when I got the email saying I still had time to change my order, it also listed more items that were out of stock.  Instead of going into the order and amending it, I cancelled it and placed an order with Sainsbury's who delivered the lot with no substitutions.
  • millie
    millie Posts: 1,443 Forumite
    Name Dropper First Post First Anniversary
    I have been unable to amend my order for tomorrow since Sunday. I did amend it Sunday evening and it showed a message of.  Unable to set up payment we will keep trying. The amendment did go through but the message has been there ever since.  The only options are to use a different card or cancel order. I have tried 3 different cards still no good. I have spoken to them about this and also sent a screen shot that they requested, nothing has changed. The payment did not appear on my credit card account this morning so I called them again, it had been taken and does show up now. I was assured the problem would be fixed today and I would be able to amend it. Not happened yet.

    My order for 10th of March did not arrive, I did not receive a delivery note email and when I checked I had no order for that date. I did have one for 17th which I had not placed.  It appears that when I had amended my order for 10th March the system had changed the date, which I had not noticed. I still had the original Order email from when I placed the order for the 10th and the order number was the same as the one for 17th. They did offer to deliver it when I phoned them but at an £8.50 charge for express delivery, I was offered a £5 e voucher after I refused but I said no and had to go shopping myself. 
  • sarah1972
    sarah1972 Posts: 18,897 Senior Ambassador
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    millie said:
    I have been unable to amend my order for tomorrow since Sunday. I did amend it Sunday evening and it showed a message of.  Unable to set up payment we will keep trying. The amendment did go through but the message has been there ever since.  The only options are to use a different card or cancel order. I have tried 3 different cards still no good. I have spoken to them about this and also sent a screen shot that they requested, nothing has changed. The payment did not appear on my credit card account this morning so I called them again, it had been taken and does show up now. I was assured the problem would be fixed today and I would be able to amend it. Not happened yet.

    My order for 10th of March did not arrive, I did not receive a delivery note email and when I checked I had no order for that date. I did have one for 17th which I had not placed.  It appears that when I had amended my order for 10th March the system had changed the date, which I had not noticed. I still had the original Order email from when I placed the order for the 10th and the order number was the same as the one for 17th. They did offer to deliver it when I phoned them but at an £8.50 charge for express delivery, I was offered a £5 e voucher after I refused but I said no and had to go shopping myself. 
    Have you paid by barclaycard? Just had same problem with Tesco and barclaycard said that certain retailers haven’t updated the payment system with an update 🤦‍♀️
    I’m a Senior Forum Ambassador and I support the Forum Team on Competitions Time, Shopping & Freebies boards, Employment, Jobseeking & Training boards If you need any help on these boards, do let me know. Please note that Ambassadors are not moderators. Any posts you spot in breach of the Forum Rules should be reported via the report button, or by emailing forumteam@moneysavingexpert.com. All views are my own and not the official line of MoneySavingExpert.
  • Debran
    Debran Posts: 349 Forumite
    First Anniversary First Post
    I have had the odd occasion where my card would not work online.  I have usually phoned the company concerned to take payment over the phone.
  • Last night Asda cancelled by text my friend's order apx 5min before the delivery time. It was on it's way as had been refreshing the app to get latest info. Anyhow, she rung Customer sers which sounded like a Philippine call centre & apparently the driver had not got any reply from property when he arrived.  That was 'on the system' the customer service person said. Total hogwash as I was indoors too looking out the window for the van & quite simply it never arrived! And driver did not even try to call the number in place on file as checked on device! Cust sers told that! Apparently will get a £5 'sorry' voucher! 
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