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To expect my money back after 2 months!

(21 Posts)
2MumsAreBetterThan1 Tue 02-Oct-12 22:20:40

Now I'm normally a patient person but 2 months is too long surely?

Ordered the kids school uniform from Asda and paid over £100. It arrived in 2 packages, opened the first one and all fine, opened the second one and find a bra, some boxer shorts, some slippers and ladies trousers, very confusing.

Called customer services straight away and after an hour finally got across that the order that had arrived was not mine.

Was told to send it back and my missing items would be delivered, sent it back asap and waited.

After a week still nothing so rang again. Told they couldn't send my missing items so would refund me instead and gave them the tracing number for the returned incorrect items.

2 weeks later no refund, out of pocket as had to buy the missing items again for the kids to go back to school. Was told i had not provided the tracing number on later phone calls, thankfully i kept the receipt and gave it them again.

It's been 2 months now and I'm still waiting, costs me a fortune to keep ringing but I need my money back. Really wishing I had not returned the other items until after my refund but was told i could nothave my refund until i did.

What can I do?
This is getting ridiculous now.

Toombs Tue 02-Oct-12 22:22:32

Leave the bastard?

RobotLover68 Tue 02-Oct-12 22:26:32

If you paid on your credit card I would contact the credit card company. Give them all the details of all the chasing you've had to do. It's surprising how quickly these companies sort out the problem when the credit card companies get on to them.

ErmahgerdPerngwens Tue 02-Oct-12 22:27:05

Send a letter or an email detailing exactly what happened when, complaints tend to be harder to ignore once they're in writing.

2MumsAreBetterThan1 Tue 02-Oct-12 22:35:51

I paid on debit card, does that have any protection? Didn't expect this from a big company like Asda.

2MumsAreBetterThan1 Tue 02-Oct-12 22:36:40

I have emailed Erma, no response yet but only sent today.

DaddyPigsSecretAdmirer Wed 03-Oct-12 17:28:23

How about posting on their Facebook wall or Tweeting them? IME they hate that and things usually right themselves pretty sharpish! Good luck!

ihearsounds Wed 03-Oct-12 17:53:02

Twitter and FB them. They really don't like the bad publicity. I have done this in the past and within an hour surprisingly they were able to locate missing items they hadn't been able to before I had tweeted lol. If tomorrow still nothing ask your mates to retweet wink

2MumsAreBetterThan1 Wed 03-Oct-12 23:37:01

Can someone link the approriate pages please, not very technical minded.

Still no email response except one saying my order has been dispatched, very confusing seeing as not ordered from them since all this.

InvisibleHotPinkWeasel Wed 03-Oct-12 23:45:55

In the interests of not providing the revenue from links my I suggest you refer to them as Arsda wink

InvisibleHotPinkWeasel Wed 03-Oct-12 23:47:45

Arsda are bastards. There customer service consists of saying they are sorry, they understand your frustration, and fuck all action. I stopped using them over 18 months ago the bastards.

Tiredmumno1 Wed 03-Oct-12 23:53:35

Toombs how exactly was that helpful hmm it gets a bit boring seeing that same stupid response, when someone is actually asking for help/advice.

OP it's good you have mailed them, I hope you get a response, and as someone else pointed out, it's always best to leave a paper trail, I really hope you get it sorted, they should have already refunded you, not just ignore and hope it'll go away.

Tiredmumno1 Wed 03-Oct-12 23:59:34

The CEO's email is andy.clarke@asda.co.uk

Maybe try dropping him an e-mail as well smile

sonofzod Thu 04-Oct-12 03:47:55

why dont you just print off the emails and go to your local asda store and ask to speak to the manager for a quick resolution.. :/

JeezyOrangePips Thu 04-Oct-12 06:11:14

I believe that visa debit cards offer protection - they certainly used to. Others don't.

OutragedAtThePriceOfFreddos Thu 04-Oct-12 07:43:31

If its a Visa debit card, call them and get them to open a dispute for you.

2MumsAreBetterThan1 Fri 05-Oct-12 16:16:37

Thank you Tiredmum

I am so frustrated, still NO response to my email despite the autoresponse saying I will hear back with 48 hours.

Strangely I have been sent an evoucher from Arsda though, no explanation, no attached note, just the voucher. For the huge sum of £5.

Thanks a fucking lot, now they only owe me another £30!

2MumsAreBetterThan1 Fri 05-Oct-12 16:24:08

Have emailed the CEO

Their facebook page does not accept posts so that's no good.

The store say they do not deal with online issues as Arsda direct is a seperate part of the company, it's not all in email anyway, mostly phone calls.

I am just SO SO glad I kept the tracking reciept to prove the incorrect items were returned.

Will try logging a dispute with Visa and see how I get on.

It's getting to the point where it's cost me so much money in phone calls, trips to post back the wrong items, trips to the store etc. that I will end up paying to get my refund.

I will certainly never shop with them again.

I do my weekly online shop with Arsda and have done for 4 years, plus my car insurance is with them. Going to change all that now! Never again will they take a single penny from me!

Tiredmumno1 Fri 05-Oct-12 16:31:02

That's ok 2mums smile

Good luck, I hope he responds and helps sort it for you. Let us know how you get on.

2MumsAreBetterThan1 Fri 05-Oct-12 19:30:54

Result, finally!!

An assistant to the CEO has emailed me back and the refund has been processed, should be in my account within 10 days.

Have also been sent £40 of e-vouchers to apologise.

Thank you so much for your help, seems the way to solve these things is go right to the top.

Tiredmumno1 Fri 05-Oct-12 20:09:15

Don't forget to send me half wink (just kidding) grin

Well done, you deserve it after what they put you through. Happy to see a good outcome, it was my pleasure, have fun spending smile

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