Asda won't refund overcharge

Belenus

Would it not be somewhat less time, stress and effort to accept the voucher and spend it on something that you will use.

Order some wine or beer, or long shelf life items such as washing powder etc. Anything that you will need to buy at some stage later in the year.

Yes, ASDA are in the wrong but the alternative is to spend more time and effort resolving this for little benefit.

RefluentBeans

I think they should refund you the amount of money. I guess it’s how much time is it worth spending.

Personally, I would prod around and see if they can bump up the gift voucher amount as this is really inconvenient for you. If they don’t/can’t then pursue a refund and ask to speak to a more senior member of staff. There will be a way to refund you, but probably isn’t an automatic way to do it and requires some manual intervention (that customer service staff may not be allowed to do/cannot access that system). 

paulpud

My other half did speak to customer services yesterday to try and resolve this issue. It seems that, having not issued a credit before we chased it, they mistakenly issued a credit for the £22.13 that we owed so the account shows nil as a balance and the system won't allow further refunds. Of course, there has to be a way around this, but the customer services rep wouldn't budge despite acknowledging it was their error.

The problem with accepting a voucher is, just lately, they never seem to have available what we order and we don't find out until it's too late so we end up paying a delivery charge for a couple of items and then still end up driving 25 miles to our nearest store to get the stuff we want. It's highly unlikely we'd use Asda online again, especially after this nonsense.

I've now let our card provider about it and they've told me if a refund isn't made in the next 14 days they'll raise a dispute to reclaim it.

Capyboppy

A lot of replies seem to miss the fact the OP doesn't often shop at Asda, therefore why should they just 'make do' and accept and use the voucher? Especially when they said they hardly ever get what they order.  I myself used to use them a few years ago but stopped online deliveries for this very reason - not having items.

Also, the fact the items were not available and should have been not charged. Other supermarkets do this so why not Asda? Shocking service.

RefluentBeans

paulpud said:

My other half did speak to customer services yesterday to try and resolve this issue. It seems that, having not issued a credit before we chased it, they mistakenly issued a credit for the £22.13 that we owed so the account shows nil as a balance and the system won't allow further refunds. Of course, there has to be a way around this, but the customer services rep wouldn't budge despite acknowledging it was their error.

The problem with accepting a voucher is, just lately, they never seem to have available what we order and we don't find out until it's too late so we end up paying a delivery charge for a couple of items and then still end up driving 25 miles to our nearest store to get the stuff we want. It's highly unlikely we'd use Asda online again, especially after this nonsense.

I've now let our card provider about it and they've told me if a refund isn't made in the next 14 days they'll raise a dispute to reclaim it.

I think that’s very fair of you. The fact that the customer service rep won’t budge is concerning, especially after admitting that it was their fault. 

I would tell them you intend to pursue a chargeback and willing to pay the amount that they delivered. Or say you are happy to accept the refund. I guess the issue with a chargeback is that Asda can say they delivered goods and so reject the chargeback. I’m not sure how it works if they only partially deliver some goods, and whether they (or indeed your bank) can claim for a partial chargeback. I’m not very experienced with the whole chargeback process, in all honesty. But hopefully it’ll be a different department that deals with any chargeback issues and will look into what’s happened. 

But yes I agree - in your situation the voucher would be largely useless. 

To be completely honest, I’m surprised it’s not an automatic system that refunds the difference in what was ordered and what was actually delivered. I wouldn’t have thought it was a manual refund process. So guess either a multitude of errors happened or their processes aren’t as robust as people may expect…

born_again

RefluentBeans said:

paulpud said:

My other half did speak to customer services yesterday to try and resolve this issue. It seems that, having not issued a credit before we chased it, they mistakenly issued a credit for the £22.13 that we owed so the account shows nil as a balance and the system won't allow further refunds. Of course, there has to be a way around this, but the customer services rep wouldn't budge despite acknowledging it was their error.

The problem with accepting a voucher is, just lately, they never seem to have available what we order and we don't find out until it's too late so we end up paying a delivery charge for a couple of items and then still end up driving 25 miles to our nearest store to get the stuff we want. It's highly unlikely we'd use Asda online again, especially after this nonsense.

I've now let our card provider about it and they've told me if a refund isn't made in the next 14 days they'll raise a dispute to reclaim it.

I think that’s very fair of you. The fact that the customer service rep won’t budge is concerning, especially after admitting that it was their fault. 

I would tell them you intend to pursue a chargeback and willing to pay the amount that they delivered. Or say you are happy to accept the refund. I guess the issue with a chargeback is that Asda can say they delivered goods and so reject the chargeback. I’m not sure how it works if they only partially deliver some goods, and whether they (or indeed your bank) can claim for a partial chargeback. I’m not very experienced with the whole chargeback process, in all honesty. But hopefully it’ll be a different department that deals with any chargeback issues and will look into what’s happened. 

But yes I agree - in your situation the voucher would be largely useless. 

To be completely honest, I’m surprised it’s not an automatic system that refunds the difference in what was ordered and what was actually delivered. I wouldn’t have thought it was a manual refund process. So guess either a multitude of errors happened or their processes aren’t as robust as people may expect…

You can.
You need proof of what was ordered (invoice etc) & then proof of delivery (photo or receipt in this case) the amount of the chargeback is the difference between the 2 amounts.
Biggest issue here is Asda have refunded the actual amount of the delivered goods, rather than the amount of the non delivered. 
So can see when Asda get the chargeback, finance team will see a refund has been processed & contest. A really messy case.

RefluentBeans

born_again said:

RefluentBeans said:

paulpud said:

My other half did speak to customer services yesterday to try and resolve this issue. It seems that, having not issued a credit before we chased it, they mistakenly issued a credit for the £22.13 that we owed so the account shows nil as a balance and the system won't allow further refunds. Of course, there has to be a way around this, but the customer services rep wouldn't budge despite acknowledging it was their error.

The problem with accepting a voucher is, just lately, they never seem to have available what we order and we don't find out until it's too late so we end up paying a delivery charge for a couple of items and then still end up driving 25 miles to our nearest store to get the stuff we want. It's highly unlikely we'd use Asda online again, especially after this nonsense.

I've now let our card provider about it and they've told me if a refund isn't made in the next 14 days they'll raise a dispute to reclaim it.

I think that’s very fair of you. The fact that the customer service rep won’t budge is concerning, especially after admitting that it was their fault. 

I would tell them you intend to pursue a chargeback and willing to pay the amount that they delivered. Or say you are happy to accept the refund. I guess the issue with a chargeback is that Asda can say they delivered goods and so reject the chargeback. I’m not sure how it works if they only partially deliver some goods, and whether they (or indeed your bank) can claim for a partial chargeback. I’m not very experienced with the whole chargeback process, in all honesty. But hopefully it’ll be a different department that deals with any chargeback issues and will look into what’s happened. 

But yes I agree - in your situation the voucher would be largely useless. 

To be completely honest, I’m surprised it’s not an automatic system that refunds the difference in what was ordered and what was actually delivered. I wouldn’t have thought it was a manual refund process. So guess either a multitude of errors happened or their processes aren’t as robust as people may expect…

You can.
You need proof of what was ordered (invoice etc) & then proof of delivery (photo or receipt in this case) the amount of the chargeback is the difference between the 2 amounts.
Biggest issue here is Asda have refunded the actual amount of the delivered goods, rather than the amount of the non delivered. 
So can see when Asda get the chargeback, finance team will see a refund has been processed & contest. A really messy case.

That’s good to to know you can do partial chargebacks. 

I agree a messy case - but hopefully if the chargeback is initiated it kicks the case to a finance person rather than a customer service person, and the finance person will have more access to refunds than a customer service person. 

Hopefully it’ll work to close the case, because if not it seems very complex and just a headache for everyone to deal with, especially as Asda are admitting their fault, but seem unable/unwilling to actually refund the amount (or specifically send the email to the finance team to get them to investigate…).

paulpud

Thank you for all the replies. As has been stated, this is really messy.

I think we have all the evidence we need. We have an order showing that goods to the value of £22.13 were to be delivered but also showing that £109.36 was to be charged to our card. We also have emails informing us that £22.13 has been refunded and £65.10 is still owed to us but their system won't allow another refund, hence the E-voucher option they're trying to force on us 

We have informed Asda that we've advised the card issuer of the situation and that a dispute will be raised in due course should a refund not be forthcoming but their response was merely a duplicate email yet again offering an E-voucher.

Brunodog72

Exactly the same thing has happened to me, I ordered £86 worth of goods on 5th September but only £31 was delivered with full amount taken from my card and no refund so after a few days I contacted them with proof of full amount taken which they disputed.  Eventually 3 weeks later they confirmed they were wrong and agreed to refund but made the same mistake and refunded £31 not £55.  They then offered to refund the remainder on a voucher which I refused as I very rarely use Asda.  They again told me it was impossible to refund back to my card so I suspect there are system constraints not allowing them to do so.  They then offered the full amount of £55 in a voucher meaning I had £31 compensation which I decided to accept and order a few nice bottles of wine for Christmas but when I tried to use  it doesn't work with an error message coming up when I try to use it.  I;ve cleared caches used different browsers/devices and will not work and they just can't seem to resolve    Throughout this process I've asked for my complaint to be escalated and asked for CEO/Senior Management email address but if on phone they say they don't know it and won't try to find out and if I ask over email it just gets ignored.  Internet searches also seem to show that they really do not want people to contact senior managers.  I've called Head Office and it just goes in a loop then disconnects.   Does anyone have contact details for anyone senior enough to actually sort this out?  

sheramber

https://www.servicecomplaintreview.co.uk/complaint/asda/

1. You can also try going directly to ASDA head office and make your complaint to them, here is ASDA CEO email: roger.burnley@asda.co.uk