Asda Complaint

Roseyclaws

think I will be sending a letter , thanks for the address. My xmas shopping order was cancelled and they never informed me !! grrrr

Roseyclaws

Xmas shop ordered for 23rd Dec, 15mins pass my deliver slot I called them whilst looking on my online account, horrified to see it had been cancelled !! Apparantley the payment was declined ! no one informed me and the payment was authorised by my credit card !!! no call back when I phone Asda.com twice even though I was assured that someone would get back to me to explain !! :mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad:

Colleague-X

Sorry to hear that.

It seems that quite a few people have had their ASDA deliveries cancelled through declined payments despite the initial amount being authorised by their bank/credit card provider.

Colleague-X

paul55555 wrote: »

ring 01133079070 for the west yorkshire store for home shopping in south and west yorkshire.

That number will still leave you at the mercy of ASDA's Customer Service Centre based in South Africa as it is a generic number covering all Home Shopping Departments in that region.

The best way of resolving problems is by finding out which store deals with your delivery (you can find this out from the driver), find out the telephone number for that store and punch in either 230 or 322 as the extension number when prompted. This method will connect you directly with the Home Shopping Manager for that store.

skyetoby1

I tried to use Asda's online shopping yesterday for the first time, but when it came to checkout, the site stated that it was suffering from 'technical hiccups' it has been like this for two whole days, have sent 2 emails now and no reply, so thinking of sending them another one with instructions on how get rid of hiccups😏

ABUSEDCUSTOMER

UOTE=Flat Eric;discussion/738407]I complained to Asda recently following a home delivery shop but despite their promises they seem to be ignoring me. Is this typical of Asda ?


I spoke with their home shopping manager at the store on the day of my delivery and she was very helpful but the promised " I will take some money off your shopping" never happened and then when I spoke to her at a later date, once she had got me to say that "I would shop at Asda again", the "I will get some money refunded" turned into "you can have £10 off your next shop".

I have written to the store twice now (well actually 3 times if you count the letter to the store manager) and no response has been received so I am now sending yet another letter.

I just get the impression that because Asda offer such good prices and have so many customers flying through their doors each day that one little person complaining about a few things doesn't matter.....[/QUOTE]
Yes I rather think it is typical of asda as I had similar experience with asda direct and there pathetic customer support team who are utterly useless and will blatantly lie to you!.

Bruin66

I placed an order for home delivery on 14th October, it failed to turn up, I called that evening, and was told section leader would contact me. Nothing. The following day I called 5 times, still nothing. I asked for an immediate refund to my account, as I was asked I obtained authorisation code and fax number from my bank, gave it to customer service, again nothing.

I have spoken to customer service today, again promising a call back that was 4 hours ago.

Surely if I walked into asda loaded up a trolley and walked out with it I would be arrested, but they have taken money without supplying goods or service and I am expected to jump through hoops.

Absolutely disgusting customer service and a shop manager who hasn't been available for 5 days. There is a reason they are cheap, you pay peanuts you get monkeys (sorry to any primates that may be offended by this).

Seeking legal advice, or maybe I should just turn up and take goods to the value 😡

EnglishScot

hi guys, I know this is probably an extreme example, but just to let you know how careful you need to be and when you might need to go to the big guys; This is what recently happened with me and ASDA, as the situation currently, this is what I sent to them and it was ignored. I resorted to email as my countless calls to their customer services hadn't worked and was really expensive.

I have spoken to my bank and they have opened up a legal dispute. ASDA charged my card again after having listed my order has having been delivered. My bank will give me back my money but now there is the wider issue of why my order was recorded as delivered in the first place. There is now the possibility of potential fraud if my order was given to somebody else and they signed it pretending to be me, (so don't go stealing other people's orders guys!) it will be found out that if that is the case it isn't my signature and ASDA will have to admit that they have made some sort of mistake. Once fully resolved I will be making a formal complaint. No one should have to pay for things they don't have. Not to mention the poor customer service by ASDA which lead to this incident progressing so far, especially when I made several attempts to resolve the matter with ASDA alone before getting legal representatives from my bank.

Hi, there are several long event's in this incident so I hop you do not mind but I am going to list them as a sequence:
1. On Saturday 17th I place an order (no.) to be delivered on Sunday 18th January.
2. On Sunday 18th I received a text from the delivery driver stating that there had been a problem and that they would try and deliver the next day (I have proof of this)
3.Monday 19th, I wait in but no delivery and no explanation as to why
Tuesday 20th - I ring customer services for answers and the order is rescheduled. I bring up payment because the money has already come from my account and I am told that I will not be charged twice
4. Wednesday 21st - The rescheduled order is cancelled because an attempt to charge my card has been made and has failed. I go to my online account in order to arrange for a refund for order no. and find that it has been listed as delivered, despite me never having received it. I ring customer services, quite distressed as being a student I have little money, I have had to go and buy food to accommodate for the three days I have been waiting for my order and it appears that I am to pay for a delivery that I have actually never received. Therefore I ring customer services again (despite that this is also adding to my phone bill in costs) and I am reassured that my money is only in holding and all I need to do is to ring my bank in order to get those funds back.
5. Wednesday 21st - I ring my bank and obtain the authorisation code which I give to customer services and sure enough that day the money is back in my account that very day.
6. Tuesday 27th - the money is taken from my bank account again, taking my account into unplanned overdraft and incurring charges from my bank. And to further my concern, my order () is still listed as having been delivered despite the fact that it never was, I never signed anything to say that it had been delivered and I had to go and do my shopping elsewhere. This means that by quite innocently attempting to order an online shop on my return from christmas break, I have been caused a lot of extra expenses and according to my bank statement, I am paying for an order that I never received.
7. I have contacted my bank and explained the situation. They have documentation to record that I requested an authorisation code and the money was given back to me and they state that it is ASDA who have again taken this money from me.
8. I would like to know why I wasn't given updates about why my order was being delayed. I would like to know how it has come about that order no. became listed on my account as having been delivered when it was never received by me, whether it was mistakenly recorded or given to a person who was not me is not my problem as I do not have what it is that you are taking my money for. Furthermore, I would like to know why after having contacted customer services twice (in quite expensive phone calls) explaining how I didn't have my order there but it was listed as having been delivered, no one was able to give me clear reasons or option, leading to the money having been taken out of my account after it had been given back to me.
9. My bank will be contacting ASDA about returning my money to me which I hope is resolved promptly and I would like answers about how your policy works that it may have even led to this in the first place. From my understanding if an order has not been delivered it shouldn't be documented as so and I should not be paying for any mistake on your part as I have not received those items.

scotmum223

Forgive me if I'm posting this in the wrong place; this is my first forum experience so I'm quite a novice. Still, the delivery service from the local Aberdeen Beach ASDA has been so shocking it's compelled me to act. I've attached the letter I sent to the store's head office below. (Please note, some of the drivers have been lovely gentlemen.)

February 6, 2015
ASDA Head Office
Southbank
Great Wilson Street
Leeds, West Yorkshire, LS11 5AD
RE: Order #xxxxxxxxx

To Whom It May Concern:

We swore we wouldn't shop with ASDA again after the issue we had with the delivery of our 21 Jan order. First, the driver was 20 minutes beyond our 2 hour window, by which time my husband had returned to work leaving me with a newborn, a 4-year-old and a Caesarean section. And although I explained those details to the driver, he refused to carry our groceries upstairs to our flat. Rather, he threatened to leave them downstairs, outside. When I pleaded with him to please not leave our food outside, he replied, "Then I'm taking it with me as you're refusing." Over several calls to our local store -- the first of which was in tears, by the way, as the driver had been so confrontational and inconsiderate -- I spoke to a manager who identified himself as Russell. He told me the driver was claiming that my husband was home and had been the one to answer the phone, and that he refused delivery because my husband could have come down to collect them. Well, that argument should have failed miserably because I was actually on the phone with ASDA's 0800 number whilst I was speaking to the driver, and she heard the whole conversation with him. Indeed, not only did she promise to send a message to the store's manager, she was the one who instructed me to call them. Nevertheless, the manager had the audacity to say that it was a "learning experience" for us, that there were two sides to the story, and that a lot of people will complain in order to "take advantage". We were not looking for anything other than our groceries, and after he accused us of lying, we didn't even want those. Still, it is to ASDA's credit that they employ such genuinely kind people at their toll-free number. It was the ladies at the end of the line who managed to calm me down and keep our business.
That was until tonight. At 7PM we received a phone call from ASDA's customer services. Reza, a supervisor, told us that the store would not be delivering our groceries due to a driver shortage. When we pushed for an explanation, we were told that we were amongst 30 customers who would not get their orders this evening. Not only did our local apparently wait until 6PM to tell the people at the customer services number so that in turn they only contacted us at 7PM -- an hour into our delivery slot -- but then the earliest they were offering to reschedule our delivery was Sunday! Enough. We will not order from them again. Ever. They cannot redeem themselves at this point. And for what it's worth, we recommend you cut your losses and eliminate those responsible for such horrendous customer service.

Morglin

ASDA are pretty hopeless, both in shop and home deliveries. They can be cheaper, but they are a pain to deal with.

Perhaps better to try Sainsburys or Tesco, as I have used both and never had any problems with deliveries..

Lin