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To expect asda to respond and to give my money back?!

(40 Posts)
AmIGoingMad Tue 05-Nov-13 22:12:35

I stupidly switched to shopping online with asda a few weeks ago. Got the delivery pass offer that was on ( slightly prematurely I now realise!).

Shop before last I returned some ridiculous substitutions and only got refunded for one item. Emailed them and got the other refunds.

Last shop I returned 6 items. Once again only 1 refunded. I've now emailed them the same email explaining this 4 times on 4 consecutive days ( I'm emailing as our landline isn't working so phoning from mobile would likely cost me more than the refund). No response from them at all and the money still hasn't been refunded.

It's not a huge amount I suppose but its just the principle of the thing. I don't have the goods that the money was for so surely I should have the money back! And no response to the emails has wound me up even more. Can you tell?grin

Tenalady Tue 05-Nov-13 22:38:24

So to be clear you didn't accept the substitutes for the items you really wanted and told the driver at the time.

If so they should of refunded you immediately. I would of thought the driver can instruct them from his hand held thingy. If not then its a bit more tricky especially if your goods were accepted by you and signed for and could be perishable.

AmIGoingMad Wed 06-Nov-13 07:06:50

That's right- I didn't accept them and sent them back with the driver there and then.

With asda you sign for the full order, the driver scans the items you don't accept, and you get refunded for them . In theory anyway ....

Llanbobl Wed 06-Nov-13 07:12:15

Go into store with your emails, receipts, order etc and talk to the staff there - don't shout but be firm until they refund you the items.

Also, so many people on here complain about substitutions - just tick the no subs box - problem solved!!

RevengeWiggle Wed 06-Nov-13 07:13:57

same here! I sent back substitutions last week and still haven't been refunded.

AmIGoingMad Wed 06-Nov-13 08:05:01

Revenge- have you had any of the refund or none at all?

RevengeWiggle Wed 06-Nov-13 08:11:12

None at all, I emailed on Monday to chase it up and haven't had a reply yet.

vj32 Wed 06-Nov-13 08:14:57

I won't be ordering from Asda or Ocado again. We have moved house so I'm doing the round of supermarkets and their special offers.

Ocado the shopping was so badly packed that quite a bit of it was damaged. Asda the delivery man was rude. On to Tesco, Sainsbury's and Waitrose!

AmandinePoulain Wed 06-Nov-13 08:17:55

This won't help you now but in future try Tesco - I usually get an email confirming my refund the same day, certainly by the next day. Although to be fair my subs aren't usually that ridiculous so I rarely hand them back.

decaffwithcream Wed 06-Nov-13 08:33:03

It took me months to get a refund from tesco, who had sent the wrong size of nappies as a "substitution". Sent them back with the driver but Tesco then said they had no record of them arriving back.

Eventually they found the record though.

The lack of response to emails, and their constant failed promises that someone would ring back tomorrow / next week etc were incredibly annoying.

I ceased using their online delivery.

AmIGoingMad Wed 06-Nov-13 08:37:49

I've used Tesco mostly for a long time but tried asda and found them cheaper on so many things. I also was very happy with the general process in Tesco so it was a purely financial decision to change to asda... and now they've kept my money!confused

Spaulding Wed 06-Nov-13 09:28:32

I gave up using ASDA. They were useless, although always very helpful when I called them up. Maybe you should just call them OP even of it means an extra expense. At least it will be dealt with straight away.

ASDA delivery would always arrive with broken eggs. One time I had a driver who said I might as well keep them as there were a few that weren't broken but he would still refund me. Never saw the refund. But for £1 it wasn't worth chasing and technically I had the product I paid for.

There substitutions are always ridiculous IME. I ordered prawn crackers once as I was doing a "chinese takeaway" type dinner. They substituted with ASDA's own-brand prawn cocktail shells (aka Skips) confused
I've been tempted to go back to them sometimes because they're cheaper but I've heard stories on here about them charging people twice or not delivering the shopping but still taking the money.

Spaulding Wed 06-Nov-13 09:29:06


AmIGoingMad Wed 06-Nov-13 09:57:47

If only I'd done my research on here first!

PinkParsnips Wed 06-Nov-13 10:11:11

Asda are useless!

I placed an order this week, driver was late, turned up without 30 quid's worth of stuff (all the fresh meat so couldn't cook a thing), waited from 11am-6pm as he said he'd come back - he didnt, rang up they said someone will call you back tonight to rearrange delivery - they didnt, rang them again the next day and after various will they wont they phonecalls they decided they wouldn't redeliver as they were too busy so would refund within 5 days - but not the delivery charge because I'd bought a delivery pass! Fuming.

Like I said to the woman, its a good job I'm in a position to go out and spend another 30 quid while I wait for the refund, there's plenty of people who would be totally stuck. She didnt give a monkey's though.

Blatherskite Wed 06-Nov-13 10:23:08

There have been loads of threads on here about them "ringfencing" funds and then not delivering the groceries and it taking weeks to get the money back. I'd never use them just for that reason.

Tesco delivered my shopping a few minutes ago. 2 subs and only 1 I sent back because they sent a pink toothbrush that my 6 year old DS would have balked at using. They couldn't have known as I didn't add notes. That's the only issue I've ever had with Tesco - they never read the notes.

Viviennemary Wed 06-Nov-13 10:28:17

I avoid online shopping where I can. Because sometimes it's more hassle than it's worth.

mitchsta Wed 06-Nov-13 11:29:45

I've never had any problems with Asda online shopping, but have always ticked the no substitutes box. I wouldn't trust my OH to select an appropriate substitute, never mind a stranger...

AmIGoingMad Wed 06-Nov-13 12:30:06

Online seems like the best solution with a 2 yr old and a 17 wk old in tow otherwise!smile

I think I'm might give them one more try but with the no subs selection. Purely because I have paid for the delivery pass now and the meat, dairy and frozen stuff in particular are so much cheaper.

Although I've just had email through from Tesco with a deal on their delivery saver so maybe I should cut my losses and defect back to Tesco.

NicknameIncomplete Wed 06-Nov-13 15:22:12

This is why i dont do online grocery shopping.

I was in asda today, was charged wrongly for an item, went to the customer service desk & got a refund all within 5 mins.

wontletmesignin Thu 07-Nov-13 14:04:54

Wow. Im writing this now as i have had the opposite with asda. They have been great with me.
I always get my refunds and once it wasnt until i unpacked the itens that i realised id bedn given the wrong item.
They gave me a refund and allowed me tk keep the other item - which was worth 8-9 pounds.

I find their substitutes on toys fantastic also. I once ordered something for 3 pound. They substituted with an item worth 9!

I also had a shop for 90 odd pounds and money was taken out of my account for something else before asda got their money.
They still delivered my shopping and waited another week for me to pay them!

I am shocked at how much trouble others seem to have had!

Coupon Thu 07-Nov-13 14:28:28

I found there were far more substitutions with Asda.

wontletmesignin Thu 07-Nov-13 14:32:33

To adf to your actual questoon (sorry). YANBU

Retroformica Thu 07-Nov-13 14:45:16

Thank goodness I'm within riverford. They are excellent and food is amazing!

BlueSkySunnyDay Thu 07-Nov-13 14:54:21

I liked Asda's products but their drivers were expected to cover too large an area in too small an amount of time subsequently they were frequently either REALLY late or didnt turn up at all (as we were having evening deliveries) Basically NEVER EVER AGAIN, unless they improve their service.

Tesco in our area are brilliant and refunding the next day, I have never had to remind them. The drivers to have a habit of turning up early but generally call just before to say "is it ok?"

On the minus side I have had a couple of weird subsititutions, a bag of mixed frozen fruit instead of sweetcorn confused and a few times 4 bags of sweet potatoes instead of just 4 sweet potatoes - although they didnt charge me for bags.

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