Asda Complaint

pkempc

adr0ck wrote: »

i would send a letter to head office

Customer Services,
ASDA House,
Southbank,
Great Wilson Street,
Leeds,
LS11 5AD

and also copy the same letter and email it to head office

http://www.asda.co.uk/corp/customer_service/contact_us.html

if you send them both at the same time, you may get two different responses both with a couple of pounds voucher cards enclosed

(worked for us)

I must say i usually find it best to make my complaint as entertaining as possible (give the customer services people a laugh) i think they must see enough complaint letters if you see what i mean

Just received a gift card today from Asda for being charged full price on some tinned items that were marked as 1/2 price on the shelf. My partner didn't think it was worth the hassle to return to the stores overworked understaffed customer service desk so I wrote to the Asda House address enclosing till receipt & polite letter.
£2 refund for each overcharged item - worked for us.:beer:

“Thanks for writing to me about being overcharged for reduced items at our store. I'm really sorry that this has happened. On this occasion It appears that the stores system has not updated to charge the correct price. I would like to assure you that I have given feedback to both the General Store Manager and our Trading Team to ensure they are working together to stop this from happening again.Our policy is to refund the amount overcharged and offer a £2 voucher for each item that you have been overcharged for, Please find a gift card to cover the cost of the items. You can use this in any of our stores. Thank you for taking the time to contact me about this, without this kind of feedback we are not able to improve the services we offer our customers. Please don't hesitate in contacting me if I can help with anything else.

Yours sincerely

Emma Colton

Asda service Team”

Mummy3Monkeys

Looking for a little advice on how to deal with my complaint please.

I received my asda order last night. In my order I received 10 meat items that were marked with a use by date of last night (which were discoloured and I think hadn't seen a fridge for a while), and I also received bread that was marked use by the 17th October (yesterday being the 18th). All 3 of the veg items I ordered were use by that day as well, but were mushy and not usable.

I telephoned Asda Customer Services at my own expense and gave them the total list of everything that was out of date/off.

The lady was very apologetic but couldn't process the refund until she had authorisation from the store manager. I was prepared to wait but I did raise an issue that in total this amounted to £60 worth of shopping, and them taking 5 days to refund the money into my account was a little issue as I have 3 small children to feed and no fresh meat etc.

I didn't receive any call back last night, so I called again this morning. I was banded around and eventually I was told by their Customer Services line that someone from home delivery would call me back at some point that morning and they couldn't speak to me at the moment as they were too busy with home deliveries.

Considering it was 13 hours since my first complaint, I was irate (but at no point raised my voice, was rude and kept apologising as I was aware that I was a little angry and ranty)and asked if I could speak to a store manager instead. They put me through to the "people services manager" who, after I explained my issue, actually said to me "is that it, I haven't got the f*cking time for this I have bigger problems on my plate" and hung up. I repeat - I never swore, raised my voice and was incredibly polite considering the tone she was using with me.

I have since phoned back and the entire store is aparently in a meeting and cannot be contacted.

I am not the type of person to shout "give me compensation", all I wanted was a refund for the quite clearly out of date goods they sent me in error. So - how do I progress with this now? Any advice would be very much appreciated.

dgbnlm

just to add i would never use asda again ,delivery suppose to be yesterday,had to fone at 9pm to see wots happened told it was our bank asked why they hadn't foned as we were not aware and still not aware of any problems so they cancelled our awaiting shopping.we had to order something to eat the kids and us were starving we were very angry we in the last 3 years we have shopped at sainsbury's and not once had a problem anyway ive tries to get it from other company's but yes we were too late ,we have a disability within the family so cant go out to get it ourselves,they have offered absolutely nothing for the inconvenience,the extra money that's had to be spent waiting for the shop which i have to except tomorrow as i wont have shopping otherwise.customer service say basically nothing not interested in the customer at all wont recommend asda or use ever again they should be taking of money saving expert as they are just a waste of time thank im still angry at them and have to pay for tea again tonight but asda don't care did they want the family and the dogs to starve,our order was over 200pound that's allot of money they wont be getting again

bunny71

I've been a loyal customer of Asda online for four years, spending around £100 every week, but I'm seriously considering going elsewhere this week. Asda services, particularly customer service, have gone rapidly downhill in recent weeks.

Last Friday our order arrived 20 minutes later than our time slot. No phone call to explain delay, and no apology from the driver when he finally turned up - "I got held up". We phoned their customer services and were on hold (on an 0844 number) for a full ten minutes before anyone even answered the call. When we unpacked, we found two damaged goods and there was no sign of the voucher book they've been advertising. The phone people added a free delivery voucher to our account for the delays with the delivery & their phone service - but since Friday morning, I've sent THREE emails asking for a refund of the damaged goods and a voucher book to be posted out (which were discovered after our phone call), and not one single email reply, despite one being headed up "complaint" in block capitals.

Disgusting service. :mad:

nibs

I got a call to say my delivery would be an hour late - it turned up 2 hours 10 mins late. I was given free delivery on next order. This is when things really went downhill....
Order arrived on time but delivery lad told me three bottles of wine and a bottle of vodka had smashed and soaked some of my shopping. It turned out to be a third of my order was damaged.
I rejected all the damaged items and was told that the manager would call me and refund the rejected goods (£50)
(I had to wash all the tins/crisp packs etc that I had stupidly accepted, before we realised the extent of the problem.)
Guess what - no call from manager and only a £15 refund??
7 calls from me and three weeks later I finally got my refund.
Never again

starryshell

Similar problems here. Yesterday I had a delivery (which arrived amazingly within the window...barely). We had ordered diet coke which they had on special - the reason we get groceries delivered as we don't have a car at the moment and delivery charges are cheaper than a taxi.

The coke wasn't delivered, saying it was unavailable. I asked if the entire shop was out of diet coke, the driver and his trainee just shrugged their shoulders and shoved the handset to sign in my face.

We now need to either order from another shop (and it will not be Asda) or go to a shop and pay for a taxi back. Either way, a definite inconvenience.

I've sent them a message via the website, but no surprise they've not answered.

nibs

starryshell wrote: »

The coke wasn't delivered, saying it was unavailable. I asked if the entire shop was out of diet coke, the driver and his trainee just shrugged their shoulders and shoved the handset to sign in my face.

Yes I had this also, with potatoes!! I asked why they weren't substituted with any other potato but no one knew :mad:

GlasweJen

The colleague who posted above probably wasn't exaggerating - I refuse to work on check outs because of the amount of abuse I've had to take over the time I've worked at asda from shoppers who pick the wrong thing off shelves, who try to "mix and match" the 2 for 1 deals and who just can't accept that maybe, just maybe, in their instance the customer isn't right at all.

I've had some amount of abuse from customers in the pharmacy as well when i've refused to sell more than 32 paracetamol or when I advise that heart patients shouldn't take pseudoephedrine etc.

Honestly, I love my job and I love what I do but working in checkouts is absolute hell!

lizimuffin

We were driving through the Asda carpark the other night and one of the trolley men crashed into the back of our car. It is brand new (Sept plates!!).
We went into the store to complain, they said that we needed to get some quotes together and they would pay for the damage. They said they would rather deal with it 'in house' rather then going through insurance, we said we were ok with doing this as we currently have another claim going through after being shunted by a bus! (we are THAT lucky:p)!
So we got the quote from RRG to do the work, £460, because where the man hit us they have re paint the whole back wing and door.
So, they are sorting it out, which is great, but I asked them about getting some vouchers as way of an apology and they have said that as they are sorting the work out they don't feel it is appropiate.....now, my point is, that they would not have had to pay anything out if the man pushing the trolleys was watching what he was doing. Do you think I'm being unreasonable?

Lip_Stick

lizimuffin wrote: »

We were driving through the Asda carpark the other night and one of the trolley men crashed into the back of our car. It is brand new (Sept plates!!).
We went into the store to complain, they said that we needed to get some quotes together and they would pay for the damage. They said they would rather deal with it 'in house' rather then going through insurance, we said we were ok with doing this as we currently have another claim going through after being shunted by a bus! (we are THAT lucky:p)!
So we got the quote from RRG to do the work, £460, because where the man hit us they have re paint the whole back wing and door.
So, they are sorting it out, which is great, but I asked them about getting some vouchers as way of an apology and they have said that as they are sorting the work out they don't feel it is appropiate.....now, my point is, that they would not have had to pay anything out if the man pushing the trolleys was watching what he was doing. Do you think I'm being unreasonable?

I don't think you're being unreasonable. I'd be pretty annoyed at losing the car while the damage was taken care of, for a start. Why should you have to pay for alternative transport because of the trolley staff being careless?