Asda won't refund overcharge

paulpud

Around 3 weeks ago my other half placed a groceries order online with Asda and, for the second time in a few weeks, hardly anything ordered was available. The total order value was £109.36 whilst the value of the items actually delivered was £22.13. Last week the full £109.36 was taken from our card account but, unusually, there was no subsequent credit following.

After contacting Asda querying the overcharge and the missing refund they have now, for some strange reason, refunded the £22.13 we actually owed for the items received but only offered an E-voucher for the remainder. We told them we didn't want a voucher and requested a further refund of £65.10 but they have again said that they are unable to refund further and can only offer the E-voucher.

Are Asda breaking any consumer law by insisting on replacing money incorrectly taken from our account with a voucher? It seems very unfair that we are paying out over £65 for a voucher that we don't want and wondered what we might be able to do to make Asda give us our money back.

elsien

Have they misunderstood what you are asking them?

paulpud

I will say that comprehension doesn't seem to be their strong point but in our last email we made it beyond doubt that we didn't want a voucher and that we definitely want refunds totalling the £87.23 that had been overcharged. We've received another email again stating that they are unable to authorize another refund.

the_rach

Have you still got the receipt? (It will be on your account page). Usually, ASDA does not charge for unavailable items. It will say...

Not available

We did not charge you for this

If you were substituted but declined the options when they were delivered it has taken up to 7 working days for those refunds to come through for me in the past. The way they work is the amount isn't charged until your order is picked so I don't understand why you have been charged in the first place.

paulpud

That's exactly how it looks on our account page. We have the list of unavailable items with no substitutions and it says we haven't been charged for them.

In the past I think the full amount has always been charged but with a credit for the unavailable items. On this occasion they've taken the full amount including all of the unavailable items and issued no credit.

marcia_

paulpud said:

That's exactly how it looks on our account page. We have the list of unavailable items with no substitutions and it says we haven't been charged for them.

In the past I think the full amount has always been charged but with a credit for the unavailable items. On this occasion they've taken the full amount including all of the unavailable items and issued no credit.

 they take the full estimated amount the day before the order is delivered then credit you back a few days later for item's undelivered i get this every week 

paulpud

marcia_ said:

 they take the full estimated amount the day before the order is delivered then credit you back a few days later for item's undelivered i get this every week 

This is what usually happens for us, although the credit is often on the same day.

On this occasion there was no credit after almost a week so we chased it and they've credited the amount we should have been charged and told us we have to have a voucher for the remainder.

marcia_

 Id ask the bank for a charge back and tell asda you will pay them for the items you did recover 

Olinda99

clearly the can,'t charge you for something they didn't supply!

if you want to.push it, try a chargeback. This may get your Asda account closed though.

practically, since you seem to shop there, could you just use the e-voucher next time ?

marcia_

 Yes, if like me it's a regular shop you could use the voucher next time 

paulpud

The issue I have with accepting the voucher is I don't know when, or even if, it would get used. I'm now liable to pay back the extra money they have taken and I think refusing to give us money back that they've taken in error must surely be some kind of contravention of consumer laws.

We use Asda online a handful of times every year but 2 out of the last 3 times they've brought hardly anything we've ordered.

If we don't manage to sort it out I think we will resort to attempting a charge back and if they close the account so be it. I think we'd be reluctant to use Asda online again anyway after this event.