Asda Complaint

DuitBanyak

Ordering a tumble drier from Asda was an awful experience. The service from ASDA is apalling. You cannot speak to anyone in the UK - only in South Africa, unfortunately even the managers there cannot take any decisions. They say their names very quickly (see other comments) hoping you can't come back to them. In a 3 week-plus period I received 2, yes 2 damaged driers from ASDA. It took them 18 days to pick up the first damaged one, bring it back to their warehouse and only then would they start to thinking about sending a new one - their policy. It took a week or more to get back to their warehouse. I had complained via phone several times already, so did not expect them after all that to:
- deliver it unannounced (hoping to leave it with a neghbour no doubt)
- deliver another damaged (dented in 2 places like the first one) drier!!!
- tell my wife (who was told by me not to sign for it until checked this time!) that she had 1 minute to check it!! Of course she had to drag it into the house since they refused for the second time to do so.
- once my wife identified the dents, they refused to take it back -saying we would have to register a complaint!!
Asda promised a £15 voucher when I told them we wanted nothing more to do with them. It's not worth it!!!
We still have to deal with them since we will now wait another 10 days for the pick up from their surly delivery team! If you are thinking ASDA - Don't do it!Wish I had read this before! We have never had a problem with Tesco Direct or Amazon (who are the best).

iris195

I have an awful experience with Asda. Made an order for about £80 from Asda direct, which never turned up and I was never contacted about. When I called them they tell me it was damaged in transit and they would organise a refund for me. 10 days later still no refund so call back and told it would not go through for another week. I mean how can you take someones money, not provide any goods or services and then with hold the money for three weeks! Then the man on the phone offered to refund my delivery cost, as it he expected me to pay delivery on an order that did not arrive.

Eventually got the refund that was £10 short because they think they delivered one of the ten items and still made me pay delivery. Idiots on phone are useless, cannot get an email address. So I have vowed never to use Asda again until the robbing b****rds give me my money back.

ToniaFK

This is a copy of the letter I am sending to ASDA house, their service is DISGUSTING

Dear Mr Clarke,

RE: Robbing a student

I originally placed an order for delivery on Saturday 24th September, totalling at £249.10. This order was of such a high value as I was moving back to university after summer and bulk bought lots of items that I may need, £249.10 is a huge amount of money to me. Unfortunately on the evening of the 24th (at 19:40) I received a phone call from a lady called Dominique at your call centre advising me that due to a ‘technical error’ my order had been cancelled, she advised me that she would reschedule my delivery for the following day and discount £10.00 from my shop. I feel that I was very understanding and reasonable about this situation, I accepted this as I understood that mistakes happen and I said that this would be fine. Dominique tried to schedule my order for the following day, then told me it would not be possible and that I would have to wait until the 26th September, I wasn’t really happy about this as it meant that I would have no food for 2 days and as I had spent so much money on this order I couldn’t spend any more by going to my local shop and spending even more money, but agreed to the delivery.

My order was delivered on Monday 26th September with no problems, I was very happy with the service I received upon delivery and it had restored my faith in shopping with ASDA. On Wednesday 28th September I checked my internet banking and the amount of £242.26 had been taken out of my account for my ASDA shop (which is not £10.00 off), but more worryingly my account was completely overdrawn and I couldn’t understand why. I rang Barclays disputed transactions line and they confirmed that ASDA had taken two amounts of £249.10 and £242.26, a grand total of £491.36. I explained to my bank that I had direct debits going out and no funds, they explained to me that it would take up to 7 working days for this money to clear back into my funds as it had been debited by ASDA on both occasions, they passed on a fax number for me to give to yourselves so you could fax through the relevant information explaining that none of this was my fault, so the bank could instantly put the funds straight back into my account.

I rang yourselves on the 28th to make a formal complaint, I spoke to Ravena who advised me that she would not take down the fax number (of 01928584412), as there was ‘nothing she could do’ in the customer contact centre, she told me to ring my bank again. I tried to explain that I had already spoken to my bank, she said there was nothing further that she could do from ASDAs end, but advised that it usually takes 3-5 working days for the money to clear back onto my account. Ravena also informed me in our call that when I received my phone call from Dominique explaining the ‘technical error’, it should’ve been made clear to me that the original money was being refunded to me and taken out again, I explained that this was never made clear to me and if it had been I wouldn’t have proceeded, as a student I do not have that kind of money. Ravena eventually promised me a call back from a member of management, so I waited patiently for this.

On the 4th October (6 days later) I had still not received a call back from a member of management, at this point I was absolutely furious, not only had I been debited nearly five hundred pounds (through no fault of my own) I was also receiving shocking customer service by being ill-advised and promised phone calls and not getting any. As a student I have no landline and only a mobile phone, so I am sure you can appreciate the size of my phone bill now! I rang in again explained I had been promised a call back from a member of management 6 days ago and still hadn’t received one, had to hold for ages. Eventually, I was put through to manager Mark who apologised and advised me the best that he could do would be to give me £15.00 off my next shop, he was really helpful and apologetic, but I tried to advise him that I have three direct debits due out of my account and still after 12 days I have not been refunded for the money taken from my account. He said that in some circumstances it can take 7 working days for the refund to go back onto my account so it would now be 4th October at the absolute latest. I told him that this was not really good enough, which he understood and advised me that the only other way to resolve this would be to get in touch with yourselves at ASDA house, I asked for a phone number to call on and was told that there is not one and that I could only have a postal address. Mark advised me that the original order value from the cancelled had been accessed back onto my account, and that it was in ‘limbo’ between ASDA and my account.

I decided to be reasonable and wait until 4th October, I did and I have STILL not received the money that has been wrongfully taken from my account. I rang up AGAIN and spoke to Michelle, she apologised and advised me that she would ring ASDA house and check the authorisation codes.

I have now received a voicemail from Michelle (the first person to actually bother calling me back) advising me that the cancelled amount of £249.10 has an authorisation code of 071357, and the order that was actually delivered on the 26th September (totalling at £242.26) had a code of 072066.

It is now 9th October and 16 days since my account has been debited £491.36 instead of £249.10, I have still not received my refund back on to my account. I have received appalling customer service, been ill advised on several occasions, a huge phone bill from all the phone calls I have had to make and I have been forced to get a short term loan to cover the 3 direct debits going out of my bank. I am extremely distressed, I have absolutely no money whatsoever at the moment (through no fault of my own) and I have not been able to go out, by my books for university or pay my bills. Five hundred pounds is a lot of money to an average person with a salary, but to a student it is a ridiculous and essential sum of money.

I would like yourselves to ensure that my account is credited with the funds from the cancelled order, I have already provided the disputed transaction departments details in the letter. And I would also like ideally a full refund of my delivered order, to cover my phone bill, direct debits, short term loan and as compensation for the distress and direct impact this has had on me and finally for the terrible service I have received.

I am sending this letter first class recorded delivery and I would like a response ASAP, because this ordeal has been dragged out too long now.


Kind Regards

gemini28560

I ordered & paid for a lovely Brabantia Biscuit Barrel over the internet & had it sent to my local Asda-Store for collection/pick-up. Well, the box was torn & battered so badly that it MUST have been KICKED around the store/warehouse by the STAFF!!!! The Biscuit Barrel itself was SO BADLY dented that I asked for my money back. But what really annoyed me & made the whole thing a LOT worse, was the attitude of the STAFF they seemed to not care & had a sneering, dismissive & !!!!-taking attitude!! They gave me the distinct impression that it wasn't the first time & that it is/was a REGULAR occurrence!!! I'm now advising people NOT to bother with the CLAPHAM JUNCTION ASDA store when it comes to picking ANYTHING up that you purchase via the internet!!!! :mad:

paul55555

cry babys

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angry_angie

I decided to use asda home delivery for the first time for my christmas grocery shop, never again! wish I'd read this page first The bulk of my order was ok until we get to the main event an asda basted turkey crown the one which I was sent was 500g smaller than specified and not big enough to feed my guests. So I phoned the customer services only to be told nothing we can do! asked to speak to a supervisor only to be told very sorry nothing we can do. I am working all over christmas and will now be spending tomorrow which is my 1 day off at another supermarket trying to get a replacement. Thanks for nothing asda I too will never use you again.:mad:

fuzz62

ill let the letter tell you what happend, sorry its long its direct but including the who tale ... sooo ya know:eek:

I hereby wish to make a formal complaint regarding my recent experience with ASDA Home Shopping. I firstly would like to clarify that I would like this complaint to be taken very serious and have already contacted the advertising standards agency and consumer direct.

On the 30/11/12 i received a email which stated "Beat the rush, book your grocery Christmas delivery slot" on seeing this i opened and read the email carefully - see attached.

The promotional email went on and stated that "We want to give our most valued customers one less thing to worry about this Christmas. That's why we're giving you the chance to reserve your Christmas delivery slot. They're always very popular, so this is a great opportunity to beat the rush. You can book 3 weeks in advance, but the sooner you do it, the more chance of getting the slot you want. Then you can relax."

On reading this I decided that I would continue to shop online and wait until the date I required was available for booking, the date required 22/12/2011 between 6-8pm, which was available to book from the 1/12/2011. I booked the appropriate delivery slot as required by clicking on the “book your delivery slot now” link.

At this point I double checked the email and was assured on reading “Don't forget, you can check out until 10pm the night before your delivery " , as this was 3 weeks away I felt I had relieved a huge amount of potential stress from my shoulders.

On the 18/12/2011 I decided to complete and check out my shopping, after spending 2 hours conducting said shopping I was amazed to find that the delivery slot I had booked for 22/12/2011 was no longer available.

At this point I decided to double check the promotional email, again I read the point” You can book 3 weeks in advance, but the sooner you do it, the more chance of getting the slot you want. Then you can relax” Along with “Don't forget, you can check out until 10pm the night before your delivery”.

At this point I decided to phone the call centre to clarify the situation, I spoke to the operator who was insisting that regardless of the email, once a delivery slot had been booked that it was a 3 hour time window. Once I mentioned the email I asked whether it would be advisable to go to the local store, the operator said that the time frame was the same but I could go.

Upon entering the Asda Wigan branch I spoke to the home delivery supervisor Andy, who read the email and agreed it states i could book 3 weeks in advance without completing any shopping.

Andy now spoke to "head office" and passed me across to customer service, who in turn held the same line on it was only a 2 hour time frame (now lessened by 1 hour?) . i informed the assistant that i had emailed the customer service and forwarded the promotional email from my email account. The assistant then read the said email and went on to agree with myself that the email did not state a time from starting shopping to completing the transaction (call recorded by Asda) and that checkout / completion of online shopping would be 10pm the night before – therefore 21/12/11 - 10pm.

Again though, the assistant continued that the terms and conditions of Asda online was a delivery slot would be open for 2 hours only (3 hours was the time quoted from first assistant at the call centre) and although i booked the slot for the 22/12/11 between 6-8pm 3 weeks prior there was nothing he could do.

after 15 minutes of the call and the assistant reading the email and putting me on hold numerous times he agreed that once again that no time frame is visible on the email and that it states that i could book the delivery 3 weeks in advance as long as i checked out (completed the shopping) at 10pm the night before. at this point i asked to speak to his supervisor, he replied that he had entered a meeting and would call me back within the hour. 2 missed calls (10.57 - 59am - 20/12/11) spaced 3 minutes apart and 1 month later I still i have not spoken to a manager or supervisor regarding the situation.

i believe the email to be a binding written contract if a delivery slot was booked and that i had 3 weeks to complete my shopping, i also call this miss selling the online service.

As the email shows no terms and conditions to the "book your Christmas delivery slot now" email i believe this was as it stated, book 3 weeks in advance and complete the shopping 10pm the day before the arranged delivery date. Even the hyperlink attached to the “book your Christmas delivery slot now" section took you straight to delivery slot booking.

Since 20/12/2011 I have contacted consumer direct who agree that the email constitutes a written contract and advised.

“You have rights under the law of contract which states that if a trader fails to comply with the terms and conditions agreed with you then you could hold them in breach of contract.”

I have also contacted the advertising standards agency who again agree with myself and in turn have advised you to change your ad and also to change further ads to include any terms and conditions on promotional emails relating to time frames for completing shopping.

This disgusting customer service resulted in me being far from relaxed and highly stressed at a very busy time of year; As a result from all the negative service received I expect a meaningful and substantial gesture of goodwill.

Regards

M

mattyprice4004

A small discount perhaps, but it certainly won't be 'substantial'.

mr_and_mrs_B

DONT SHOP WITH ASDA ONLINE!I am realy dissapointed with asda have now shopped online with them for 5 years and in that time i have had rude delivery drivers who refused to let a family member help him with the shoopping because he was a quote "chav",the same delivery driver twice delivered food that went out of date the day and the day before of the delivery one such product was jam doughnuts that were like bricks,also with the same delivery driver delicate products would be rewined(i.e bread eggs etc)his whole damena was awful he would throw shoopping at you.I am of the understanding that wen you book your delivery slot that you are paying for that time 12-2 ect is your time slot once i was litteraly 3mins late for a delivery slot due to traffic and wen i got back the delivery driver had been and lied on his delivery note to us that we were like 10mins late unfortunatly for him my parent live in the same street and seen him deliver they saw him nock once on the door and leave they said he must of been their for seconds ,when we contacted asda they were unwilling to re-deliver eventhough i was still within my delivery slot this is not ideal wen you have two small children and are reliant on your shopping deliver.now this week we had our delivery and their was products missing then we checked our bank account to find money missing phoned the bank straight away they couldnt see it on their system so passed me to the fraud department they had to get a specialist to look into my account because they were sure it was fraud the way it was appearing on my pc but not theirs only to find it was asda wen you make your order they hold the amount for securiy for them to get their money but wen the order was processed they took the delivery amount and has still held onto the original amout and are now saying that they have not taken twice and wont be refunding me the amout eventhough i have in black and white that the have money of mine that doesnt belong to them they wont give it back and whats more of a worry is that this amount does no longer even show up on my statements online but luckly i photo copied my statement originaly so i have proof but by the looks of it will be going through a lenghthy process to get back money that they should not have wen i spoke with asda home delivery department the woman was soo rude telling me that they dont have my money and that i wont be reimbersed because they havent taken it twice eventhough the same woman had already told me that they have done so also it would be alot easier if they employed english people to answer the phone so that they can understand wat you are saying,we are now going to shop with someone else wen you put together all the diffrent problems we alone have had with asda especially with the money situation at the moment its to much to put up with they have lost us as loyal customers now my husband works hard for the money he makes and to have half a weeks wadges dissapear because of them and then they refuse to refund thats taking the biscuit ....:(

boobies

mr_and_mrs_B wrote: »

DONT SHOP WITH ASDA ONLINE!I am realy dissapointed with asda have now shopped online with them for 5 years and in that time i have had rude delivery drivers who refused to let a family member help him with the shoopping because he was a quote "chav",the same delivery driver twice delivered food that went out of date the day and the day before of the delivery one such product was jam doughnuts that were like bricks,also with the same delivery driver delicate products would be rewined(i.e bread eggs etc)his whole damena was awful he would throw shoopping at you.I am of the understanding that wen you book your delivery slot that you are paying for that time 12-2 ect is your time slot once i was litteraly 3mins late for a delivery slot due to traffic and wen i got back the delivery driver had been and lied on his delivery note to us that we were like 10mins late unfortunatly for him my parent live in the same street and seen him deliver they saw him nock once on the door and leave they said he must of been their for seconds ,when we contacted asda they were unwilling to re-deliver eventhough i was still within my delivery slot this is not ideal wen you have two small children and are reliant on your shopping deliver.now this week we had our delivery and their was products missing then we checked our bank account to find money missing phoned the bank straight away they couldnt see it on their system so passed me to the fraud department they had to get a specialist to look into my account because they were sure it was fraud the way it was appearing on my pc but not theirs only to find it was asda wen you make your order they hold the amount for securiy for them to get their money but wen the order was processed they took the delivery amount and has still held onto the original amout and are now saying that they have not taken twice and wont be refunding me the amout eventhough i have in black and white that the have money of mine that doesnt belong to them they wont give it back and whats more of a worry is that this amount does no longer even show up on my statements online but luckly i photo copied my statement originaly so i have proof but by the looks of it will be going through a lenghthy process to get back money that they should not have wen i spoke with asda home delivery department the woman was soo rude telling me that they dont have my money and that i wont be reimbersed because they havent taken it twice eventhough the same woman had already told me that they have done so also it would be alot easier if they employed english people to answer the phone so that they can understand wat you are saying,we are now going to shop with someone else wen you put together all the diffrent problems we alone have had with asda especially with the money situation at the moment its to much to put up with they have lost us as loyal customers now my husband works hard for the money he makes and to have half a weeks wadges dissapear because of them and then they refuse to refund thats taking the biscuit ....:(

The only word I can see in that ramble is "chav".