Asda Home Delivery - GAH!

mrsmcdade

:mad:

I had an Asda shop delivered at 11am today, and about a quarter of my shopping was missing. I called as soon as I noticed and the call centre said the items would be redelivered and the store would call me within an hour.

I called back over an hour later, and not only had they not taken the full details of what was missing, they hadn't spoken to the store. The second person I spoke to gave me the number of the store so I could call myself.

I did this, then after 10 mins on hold gave up realising I was doing the call centres work for them, on my phone bill!

I waited another hour or so, which made it 4 hours since I'd first called, and still couldn't get a reasonable response out of them. I asked them to refund my money as I'm fed up waiting around and have wasted the day holding on for my missing shopping (inc baby nappies) and that I'd like the delivery refunded for my inconvienence. The guy in the call centre said he wasn't authorised to do that, which I know is a load of rubbish!

I'm so fed up, thought I'd give them once last chance (had problems in the past with out of date food being delivered and 20+ substitutions) and they've totally blown it.

Any advice on going further up the chain with my complaint? Would it have to be head office? Thanks all!

poet123

This happened to me.....and I contacted the home delivery manager in store and got a refund of £15,after a little persistance. My order was delivered in 2 bits on a friday night,at 7.30pm and 11.45pm! after I refused a saturday delivery as we were going away first thing. I was a bit embarassed though as the 2nd delivery was done by a lady on a crutch,and we live up 15 steps!!. My delivery time was 3 till 5pm so I had waited in all evening. Good luck!!

mrsmcdade

Did you get the £15 as compensation? I got an email today saying thanks for emailing them, but my case had been resolved. Great, seen as no-one has told me how!

poet123

Yes I got a refund into my bank account for £15 plus the cost of 1 item which never did arrive. It was my experience that the call centre was useless,better to ring the local store and speak directly to the home shopping manager,he will have much more leeway to sort out the issue as it was his store that cocked up. He called it a goodwill gesture !!

tingly

hi, i recently had an order to be delivered at 2-4pm slot. it came at 9.45pm!
the bags were wet from defrosting frozen goods-- how this happens i dont know, as i thought the vans had frozen compartments
many of the goods were missing. the substitutes were ridiculous, for example no tin of coffee in stock, so 18, yes 18 mini coffees!
i rang up head office, who directed me to the store, who directed me to the call centre , who directed me to head office, who directed me to the store!!
the store said theyd look into it and call me back, they didnt!
i cant believe their mad and bad service, i have always been a faithful asda shopper for over 15 years, but i am afraid i have defected to mr ts.

mrsmcdade

I'm the same tingly, I found the experience so infuriating that I ended up going with Tesco, their customer service has always been great and I've rarely got substitutions.

I ended up ringing them back, again, and was given my £5 delivery charge back as a goodwill gesture *eye roll*