ASDA COMPLAINTS

fudgebiscuitcg

Hi. I am trying to complain about Asda Click and Collect. I emailed my complaint to an address I found in this forum but have not yet had a reply. Has anyone had any success complaining by email or by writing to Head Office?

elsien

I complained by messaging them on Twitter. Not my preferred method, but it did get a reply. 

born_again

When did you email them?

1st thought would be to phone.

RefluentBeans

https://asda-stores.custhelp.com/app/answers/detail_grow/a_id/2147

Looks like they only advertise their phone number. The email address you emailed may not be monitored any more. 

As other have said, normally social media can help too - or if the issue is store related, going back to the store. Companies aren’t required to have email addresses to submit complaints to. 

fudgebiscuitcg

thanks for all your replies. I emailed 2 weeks ago. I am hard of hearing so can't phone to make a complaint.  I will be posting a letter to Head Office and the Store Manager today. I had thought about naming-and-shaming on social media but that will be my last resort. I'll wait and see if i get a response from Head Office or the Store Manager.

born_again

Given it was click & Collect. Have you not been back to the store, which would be the 1st option?

fudgebiscuitcg

Hi again. Here's more details of my complaint: 2 weeks ago I bought a microwave oven on Click and Collect and received 2 emails confirming the purchase and collection day and time. I didn't receive any more updates so travelled nearly 10 miles to the store (20 miles return) to pick up the oven. However the oven was not available for collection. After nearly an hour of waiting for the store assistant to find out what had gone wrong I found out that the order had been cancelled but I hadn't been informed. The store assistant arranged for the Duty Manager to handle the problem but she was useless: she kept saying "it wasn't her department" , her attitude was patronising and she refused to give me her name. I asked how I could make a complaint and she said I would have to phone. I explained I am hard of hearing so couldn't complain by phone and needed to email. She curtly replied that there isn't an email address and told me to write to Head Office. I did leave with an oven after I suggested buying  the oven that was on display in the store. The Duty Manager agreed to this. After sending my complaint to 2 email addresses and not receiving any reply I have now written to Head Office and hand delivered the same letter to the Store Manager. I just want an explanation about why I hadn't been informed the order  had been cancelled and an apology for the unacceptable way I was treated by the Duty Manager. I haven't asked for financial compensation and don't expect any.

born_again

So store manager let you have the display model.

I bet best you will get is system problem. Store manage will not know what the problem was as they do not work in that area. 
If do not have a email address, then not much you can do. As it is they do not have to have a complaint process. Only regulated area's are required to have a complaint process, as shopping is not one of them.