Fuming (over something trivial)!!!!!!

[MuggleMummy]

So, I had a Asda delivery yesterday and it was late so I called them this morning to get a refund of the delivery charge (as I was told yesterday I would get one).

So rang up and was told no I can't have one. As it was only 13mins outside the delivery slot (and "that wouldn't affect my day") and it was due to a technical fault (not because of the delivery driver.

The lady on the phone basically refused to pass me to a manager and said she didn't think I was entitled to a refund, but I could call the number back and speak to someone else and maybe they would give me one. Basically she personally didn't think I should get it so refused!! She refused to give me her surname! I was gobsmacked!! Surely there should just be a general rule in place, not up to each employee to decide who is deserving of this? I don't even really care about the £4, but the attitude was shocking!!!

AIBU? WWYD???

Sorry for any mistakes....typed quickly on phone!

[c3pu]

13 minutes late or 13 hours late, if it's outside of the window you are entitled to the refund on the delivery charge.

YANBU, make a complaint.

[Shizzlestix]

Yanbu, I'm appalled at her attitude, she doesn't have the right to decide this. On the other hand, 13 minutes probably didn't ruin your day.

[MsJamieFraser]

Yabu to expect her surname, in this day and age with social media etc... I'd also refuse to give out my surname.

Yanbu about her refusing your request to speak to a manager.

But tbh is this worth the fuss for 13 mins? And £4 I also think your being irrational.

[whois]

13 mins out of the window and you want your £4 back? Bit petty.

[Thecatmademedoit]

I agree with MrsJamie however I feel we will get told it is about 'the principle'.

13 minutes isn't something I could get worked up about.

[PinkSnowAndStars]

I refuse to give my surname out to anyone full stop! Yanbu to want a refund. Yabu to want her surname!

[elephantoverthehill]

for what it is worth, I don't think you are being at all petty, 13 mins could be difference between getting to an appointment or not.

[NarcyCow]

13 minutes probably didn't ruin her day but £4 isn't going to bankrupt Asda either. It's the principle - she is, technically, entitled to the refund and the customer service staff shouldn't be overruling that on a whim.

[MuggleMummy]

To be honest, I didn't think about the social media aspect and that is understandable. But then they should employee numbers or something to give out so they can be tracked for things like this.

It's not about the money so much, more the way I was spoken to! And even if it was about the money, if I am entitled to a refund (which I think I am) how can she tell me no? It should be a company wide policy. And if that was the case then fair enough. But she just made the decision despite what I had been told the previous day!

[DragonsEggsAreAllMine]

The delivery being 13 minutes late would have barely measured on my radar, it wouldn't have even crossed my mind to make one call about it let alone multiple calls. Some people really need a hobby.

[Hippee]

I have had appalling customer service with ASDA's Click and Collect service and then from customer services after that - ironically I then had a survey from both Click and Collect and customer services about my experience with them - gave extensive feedback and have not had a response since. I think they have dispensed with customer service completely at a national level.

[Caken]

I'm in 2 minds about it, and while I think it should be black and white rules - outside of slot = refund - I also mostly just think that for the sake of 13mins it's just not worth stressing over.

[MuggleMummy]

The original call was to find out where my shopping was, as I did have somewhere I needed to be and much later and I wouldn't have been home. I chose that delivery slot specifically as it fitted in my day. Yes it's only 13mins, and I don't really care about that. More the fact that Asda don't seem to care very much about their customers.

[Daisygarden]

Ring up head office, ask them what their policy is.

[trafalgargal]

Very few call centre staff give out their real surnames. Policy is they are entitled to personal privacy. All calls are logged and recorded so although with literally thousands of staff there will be duplicate first names the system will be able to identify which one you spoke to.

Call back and insist on speaking to a manager, as you were told you were entitled to a refund (by the delivery driver ?) by ASDA then they should honour it on that basis alone ......although personally I'd expect it anyway. The excuse it was a technical glitch rather than driver delay is nonsense.

[Daisygarden]

Oh and YANBU. There was a time slot, you paid for the time slot, it came outside the time slot.

It's OP's choice if she wants to claim back a refund. 13 mins late or not, it was late, she should be entitled to chase a refund if that's what she wants. Her money, her choice.

[elQuintoConyo]

13 minutes? £4?

Call 101.

[trafalgargal]

Don't mean ASDA have thousands of staff in CS was thinking of my own company which does(not just CS but also sales, upgrades and tech support most of you will have used them) but the principle is the same

[KP86]

You paid, they didn't live up to their end of the contract. Refund owed.

Pretty simple!

[BorpBorpBorp]

YANBU to complain and want your money back. It is frustrating. She should have put you through to her manager when you insisted, but they're probably disincentivised from doing that. I once phoned Tesco to complain when delivery was late, the call operative was rude and unhelpful, I asked to speak to his supervisor, he put me on hold, and when the call connected again it was obviously him putting on a different voice . It was quite funny with the brazen cheek of it.

I would probably let it go as not worth the fight over £4, but I'd feel peeved. It's not right.

[ShatnersBassoon]

Assuming their policy is to refund the delivery fee if the order arrives late, I'd want that £4 back; it's worth a phone call to get it. The attitude of the call handler would make me even more determined to get it back.

Companies need to know when things go wrong so they can improve, and it seems that Asda certainly could work on improving their grocery delivery service.

[Yokohamajojo]

13 minutes would have mattered for me as I usually pick a slot, that would also give me time to pack everything away! You should definitely get a refund and an apology

[WankersHacksandThieves]

I think it would depend tbh. If I was just hanging about the house anyway and driver arrived and apologised for being a little late I wouldn't even bother.

However, if I'd booked that slot so it would arrive (and be put away) before I needed to collect children or something then I would be annoyed enough to make a complaint.

Fickle me.

[Destinysdaughter]

There's another thread currently about threads pp never started as they were non events. This should have been in it!

[ActivelyAnxious]

OP, I can definitely see where you're coming from - especially if the previous spokesperson / driver said you could get a refund and then you're quite bluntly told by another person they won't give you one!

This may just be a local thing but I have found that where I live at the moment Asda deliveries are frequently late and the drivers tend to be terse bordering on rude - I switched to Tesco and on the rare times they are delayed they call ahead and the drivers are always pleasant and cheery. I even once accidentally sent the delivery to an old address (on the other side of the country...) and they re-did my order the next day for the right address for no extra charge.