What Can I Do? Suspended - George Account, Asda Account & Asda Rewards Account!!

Jo4

I returned items from a few George orders during August 2024 and when I did not receive my refunds, I telephoned George on Monday 16th September 2024 and provided them with all the details they requested - order numbers, details of returned items, reason for returns and return receipt IDs.  The person I spoke to said I would receive my refunds within 5 days.  When I didn't receive my refunds, I telephoned again and went through the same procedure again only to be told my refunds would be processed in 5 days.  They also said that the issue was caused as a result of the new computer system.  After waiting again, I telephoned a third time only to be told the same thing again but yet again I never received my refunds.

When I tried to log into my account on Thursday 26th September 2024 it stated "This account has been suspended.  Call us on 0330 053 0111 for information."  I telephoned the number and I was advised that I could not be put through to that department so they would raise a note for me.  I then received an email stating "I have investigated your account and I have identified that your account has been suspended due to high refund rate increasing. Unfortunately, I'm unable to unsuspend your account from my end. Request you to please get in touch with store."

When I stated that if they check some of the Return Receipt IDs, they will see that I haven't even been issued with a partial refund but the person who responded didn't refer to me as my name which I had used to sign off the email and they did not respond to anything I had emailed them because they just give me the exact same response.  They have issued some partial refunds for some of the orders but this was before they suspended my account.

In April 2024 I paid for an annual delivery grocery pass which I can no longer access / use.  I had just over £31 in my Asda Rewards card which I was intending to transfer to my Christmas savings, just like I did last year but I cannot access my Asda Rewards account either.  When I raised these issues through Asda Messenger, I was told that since I had used the same email address for all accounts that "It is a single sign on so all accounts under the same details will be affected. I do apologise, but as this has been flagged I'm unable to make any changes".

Hubby and I are hoping to go to our local Asda store this evening, where all the returns were left, and speak to the manager as advised in the email but will they be able to do anything about this?  What should I bring with me?  Is there anything I can do to get my account unsuspended since I get the shopping delivered to my parents’ home because I do the shopping for my family and my elderly parents together?

Aylesbury_Duck

If you're still owed money for items you returned, then they must refund you.  They can of course close your account and decide not to accept your custom any more, but that doesn't remove their obligation to refund you for returned items.

I suspect the terms of your annual delivery pass include something to the effect that if you or they close your account, no partial refunds for the pass are due.  The same is probably true of the rewards scheme - rewards schemes typically give points an equivalent cash value of 0.001p.

Hopefully you'll get it sorted in store later today.  I suggest you bring evidence of the returns and refunds due, as well as your rewards card and delivery pass.  Stay calm, be nice and hopefully a manager will be able to sort it all out for you.  If they can't or won't, then you'll need to consider options like chargeback or small claims for any refunds still owed, but you can't do anything to force them to accept you as a customer at George or Asda.  They may allow you to create a new account with a new email address if the email address is the problem that links the George and Asda accounts.  That will allow you to shop again but it won't resurrect your delivery pass or reward points.

Jo4

I went into the store where I left the returns but the manager wasn't there.  I spoke to a duty manager who then got a George member who deals with returns.  I handed her all the details and she said she is going to contact George tomorrow.  She gave me the extension number to get to speak to the store manager tomorrow.

I really do hope this will get resolved tomorrow.

Jo4

It seems other people are having problems receiving their refunds too although I do not know of anyone else's account being suspended yet.  Maybe I am not the only one?!?!

KAMRAY

Jo4 said:

It seems other people are having problems receiving their refunds too although I do not know of anyone else's account being suspended yet.  Maybe I am not the only one?!?!

I'm afraid not. Your experience is almost identical to my own. However had a couple of glitches when ordering, whiere I didn't realise that multiples of each item in my basket were processed ( didn't have my glasses on) and only realised when the goods arrived. Then when I went to return the items a glitch in their system would not allow me to generate a return. On contacting Asda I.was initially told to package the return items in a bag, taping a note of the contents of the parcel to the front - and then put it in the instore chute. I stated repeatedly I was reluctant to do this as I had no proof of the return but was assured that by the adviser that it would be fine and she would record info from call too. These parcels are for a small amount.  However, I also have 7 receipt labels for returns that I was able to process around a week or so later.
In total I am due a £775 credit and each time I have contacted customer services, I have been assured its in hand and to wait 5 working days. Today, when I went to log in to my account for an update I too was told my account has been suspended with no sign of my refund. I have shopped with Asda for my groceries for over 30 years and have shopped with George for over 10 years. I am livid. And frustrated that I am now unable to get the details from my account of the items that were returned. I have tonight written a lengthy complaint to their payments team and will update with any response. 

Jo4

KAMRAY said:

Jo4 said:

It seems other people are having problems receiving their refunds too although I do not know of anyone else's account being suspended yet.  Maybe I am not the only one?!?!

I'm afraid not. Your experience is almost identical to my own. However had a couple of glitches when ordering, whiere I didn't realise that multiples of each item in my basket were processed ( didn't have my glasses on) and only realised when the goods arrived. Then when I went to return the items a glitch in their system would not allow me to generate a return. On contacting Asda I.was initially told to package the return items in a bag, taping a note of the contents of the parcel to the front - and then put it in the instore chute. I stated repeatedly I was reluctant to do this as I had no proof of the return but was assured that by the adviser that it would be fine and she would record info from call too. These parcels are for a small amount.  However, I also have 7 receipt labels for returns that I was able to process around a week or so later.
In total I am due a £775 credit and each time I have contacted customer services, I have been assured its in hand and to wait 5 working days. Today, when I went to log in to my account for an update I too was told my account has been suspended with no sign of my refund. I have shopped with Asda for my groceries for over 30 years and have shopped with George for over 10 years. I am livid. And frustrated that I am now unable to get the details from my account of the items that were returned. I have tonight written a lengthy complaint to their payments team and will update with any response. 

I had those issues too, were I was told to package the return items in a bag and tape a note of the contents on to the front of the parcel.  Although when I was told this I went to the Customer Service desk and one time the staff member wrapped up the parcel and I received an email because she could not provide me with a receipt.  The next time a different staff member showed me how to enter the details into the machine near the entrance / exit to the store and get an actual receipt but I still didn't receive all the refunds for doing it this way either. 

I was fortunate in the sense that I kept a record of what I ordered and returned.  I always like to have evidence so when I could request my returns online I did it on my mobile phone and took screen shots of the order numbers and items I was returning.

Customers having issues with George was highlighted on the One Show at BBC1 at 7pm yesterday.

What are the details to send written complaints to their payments team?

I haven't heard anything from my local store so I am going to telephone them today.

Hoenir

KAMRAY said:

In total I am due a £775 credit 

Suspension of your account shouldn't come as any great surprise then. As returns cost the retailer money to be processed. 

Jo4

It may cost the retailer money to process returns but if they would send the items ordered it would be a great start.

I have ordered a few pyjama sets but they only sent the top part and not the bottom part of the sets so I had to return them and order them again to get the complete sets.

They have sent items which were damaged / smashed and therefore not fit for purpose and not as advertised or shown in the photographs.

They have claimed to have sent more items than was included in the bag.

If I could get my account active again I would not use it to purchase anything from George.

My grocery delivery was due tomorrow but obviously that is not going to happen either even though I have done nothing wrong.

KAMRAY

Hoenir said:

KAMRAY said:

In total I am due a £775 credit 

Suspension of your account shouldn't come as any great surprise then. As returns cost the retailer money to be processed. 

Sorry, but was a total surprise given their glitch added multiples of each item to my order. Moreover iI have been ordering from George for years and before now very rarely have to return anything. If someone there took the time to look at the conduct of my account before now they would see this for themselves.

KAMRAY

Yes, I too had exactly the same issue with a number of pj sets, where the refunded the bottom half immediately as oos but still sent the top half. Also ordered a trench which arrived with no belt, and when I reordered it again came with no belt. Also sent out trousers where the hems had not been sewn in error. Just a few of many issues

Jo4

KAMRAY said:

Jo4 said:

It seems other people are having problems receiving their refunds too although I do not know of anyone else's account being suspended yet.  Maybe I am not the only one?!?!

I'm afraid not. Your experience is almost identical to my own. However had a couple of glitches when ordering, whiere I didn't realise that multiples of each item in my basket were processed ( didn't have my glasses on) and only realised when the goods arrived. Then when I went to return the items a glitch in their system would not allow me to generate a return. On contacting Asda I.was initially told to package the return items in a bag, taping a note of the contents of the parcel to the front - and then put it in the instore chute. I stated repeatedly I was reluctant to do this as I had no proof of the return but was assured that by the adviser that it would be fine and she would record info from call too. These parcels are for a small amount.  However, I also have 7 receipt labels for returns that I was able to process around a week or so later.
In total I am due a £775 credit and each time I have contacted customer services, I have been assured its in hand and to wait 5 working days. Today, when I went to log in to my account for an update I too was told my account has been suspended with no sign of my refund. I have shopped with Asda for my groceries for over 30 years and have shopped with George for over 10 years. I am livid. And frustrated that I am now unable to get the details from my account of the items that were returned. I have tonight written a lengthy complaint to their payments team and will update with any response. 

Can you please provide me with the details of where you can send written complaints to their payments team?