Asda Complaint

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boobies wrote: »

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

So why not just ignore the post then, instead of feeling the need to comment?

Azari

The big problem with Asda is that when you use them to shop online they disable your 'Enter' key.

rustyboy21

Only problems I have had with Asda online is the Xmas before last, when shopping didn't turn up on the 22/12. Bad weather. No Probs, just went to sainsbury's and did shop there, got £30 e vouchers applied to my account for disruption.

Other time was some fresh soup which had spilled in transit, was refunded for soups, and all shopping in bag ( which were tins !)

I have never had anyone discourteous, usually they are great and chatty. I have had no substitutions for approx 5 weeks now.

Tesco on the other hand are awful, always loads of substitutions which bear no resmbelence to what you order.

jc808

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help him with the shoopping because he was a quote "chav",the same delivery driver twice delivered food that went out of date the day and the day before of the delivery one such product was jam doughnuts that were like bricks,also with the same delivery driver delicate products would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 ....:(

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vyle

Today I learnt that you can rewind bread.

Abbafan1972

I use Tesco grocery delivery and am very happy with them. (No I don't work for them!).

The drivers are always courteous and chatty. Substitutions are ok, it's very rare that I send stuff back.

scabro

Last week I bought the telephone set from Asda Direct, which was suppose to be delivered to my local store last Wednesday (2 days ago). Yesterday I called their customer service and was assured that it will be delivered same day. Today (day after), the item still isn't there. I tried to call their customer service, but they do not pick up the phone. I've tried to track the order by Home Delivery Network and found out that it has been loaded on the van at YEOVIL on the 4th of March, then back to the YEOVIL DEPOT (same day), then again dispatched on the 5th and there are no more notes for today (6th).

What a bloody nightmare this company is - I've never came across such rubbish service. I will never use them again - it's just so frustrating!

nigrior2

My experience with Asda Direct is very much more positive then reported by others in this thread. I placed my very first order with them a couple of weeks ago and, for whatever reason, the goods didn't arrive in the stated timescale. I had a number of conversations with pleasant and seemingly concerned Customer Services staff after my order was cancelled unilaterally by AD and a refund initiated. As suggested elsewhere in this forum, I e-mailed the CEO about my Asda experiences and received an almost immediate acknowledgement from her together with an assurance that the issue would be fully investigated. About half a day later, a member of her staff phoned to apologise for all that had gone wrong and to organise the provision of the missing goods at no charge as compensation for all the hassle.

Things do go wrong from time to time in even the best regulated organisations; it is how such errors are dealt with that is important. I am very satisfied at the way in which my complaint has been handled and am more than willing to try AD again for any future purchases.

Tomby1

I've used Asda, Tesco and Sainsburys home delivery services and found Sainsburys to be the better of the three.

My two experiences with Asda weren't positive - missing items and useless expiry dates (I think both times I had two or three packs of meat due to go out the next day - great work!)

Tesco were much better with expiry dates but absolutely useless for substitutions.

If I shop online, I now use Sainsburys. They generally get things right - but most importantly they'll wait while you check to see if you're happy with everything for a few minutes. I think you pay more for delivery than the other two, but you do get what you pay for.

The_Pixi

WeNeedGoodCustomerService wrote: »

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[FONT=&quot]To whom it may concern,

I here by 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 for all the negative service received, to receive a proportionate compensation.

I booked an ASDA delivery order on Wednesday 25th of August 2010 to be delivered on the 31st of August 2010 between 6-8pm. On the actual delivery date 31st of August, I received a voicemail at 5.15pm on my way home. The voicemail was very unclear and I returned the phone call at around 17:35 but there was no response. I then received a phone call at 18.18 from the same number that left me a voice mail, which turned out to be the ASDA delivery driver. As he didn't speak English very well, I was struggling to understand much of what he was saying apart from he advised me to call a number and speak to the store and something about that his shift had ended. Called the store shortly after and spoke to somebody who said he would call me back. The same person called me back around 15 minutes later and advised me that there were no drivers available for the evening of the booked slot. I complained and he advised me that he would get the department manager to return my call either later in the same evening or early the next day. I never received this call and called again the next day (1st of September) at around 13.30 and left another message but no response. Later that evening, another driver called me to advise me he was outside the property but as I was out and was not informed of the re delivery, I had no opportunity to book this with anyone at ASDA, especially as no one returned my phone call. It's madness to complete another delivery without actually agreeing this with the customer! Once again I informed the driver to pass a message back to the manager to contact me. As you can imagine now, this did not happen and I contacted the store again and spoke to Simran around 10.30am who said she would need to speak with the call centre as the order had been cancelled so needed this to be raised again. She offered the delivery to be done tomorrow (Friday) and I insisted that I wish to have the delivery today, but no this was not up to her. During the conversation she was not very helpful and at times blamed me for the delivery mess. Only once did she remotely apologise and I asked her to make sure someone would contact me asap. She said she would call me back but that did not happen. I called again at 14.51 and spoke with Jay who is the Home Shopping Picker who not only was not very helpful but insinuated that I was to blame as there were two deliveries attempts already made and I once again had to explain the situation again. This now led for him to decline himself from the situation and I suggested from further comments if he wasn't actually aware of the facts. He took another message for the manager and I am yet still waiting for a call... To note I had asked for further information re making a complaint and as 'he didn't have the information with him' I asked him to provide me this and it took me few attempts before he agreed to provide this information which again I am still waiting for.... but also suggested I should be the one to gather this information.

So as it stands for now I called the call centre and spoke to Neno and Karin who re booked my order for Saturday 4th of September 7-9pm and confirmed my free delivery compensation. Although Neno failed to action my free delivery for the order, Karin was happy to do this.

I have to say that this experience is by far one of the worst customer services received and after this shopping I shall review shopping with ASDA in the future. You claim is 'saving money every day', well this experience has cost me around £25 for food shopping purchased at Sainsburys on the days that I was supposed to have my ASDA order. But worst of all, the service received was just infuriating time after time and eventually you managed to deliver the shooping 4 days later... with no formal apology nore any reflecting compensation. I also had a product missing of the shopping lists which was initially confirmed on my actual first order confirmation. Why did this suddenly disappear? It was Magnum Ice creme for £3.

I would urge the team at the Park Royal who I contacted time and time again takes further training in customer service. It was very poor and frustrating! And I hope with the facts named above that you will see and understand my concern. If not I will guarantee you this delivery was my second and last shopping experience with ASDA for a lifetime. Especially since my experience I have found out others experiences, very similar to mine with your so called home delivery service.

I would appreciate your assistance in this matter and look forward to your response.

Regards,

R[/FONT]

My God!

Is that exactly what you sent them in the first instance? No wonder they didn't respond properly. You read like an absolute nightmare.

As for your subsequent correspondents

'I expect this!' , 'I want that' , 'That's not adequate'

I realise you posted this ages ago but what exactly did you want them to do? after every response you say its not good enough - please tell us what would have been?

You even complained about a voucher expiring, that you knew would.

A lot of what you wrote was rude and insulting, I agree there should be good customer service, but you should retain the moral high ground by being well mannered.

As it happens I have respect for the Asda staff who didn't send you a bunch of nasty e-mail in response, which you would have only gladly waved about here as another example of shocking service.