ASDA Online Shopping

[Billybob123]

Purchased a £45 Lego set as a Christmas present for my son. Item was lost at couriers depot. After first insisting that the item had been delivered (I had to get the courier to confirm to them that it had not), ASDA repeatedly (about 6 times on the phone!!!) promised to send and that they had sent a replacement. But admitted they lied as none was ever sent. Had to buy a alternative set from Tesco. Then requested a refund. Again repeatedly promised it would be sent. Never was. Spoke with CEOs 'team'. Stated it would was sent and they could do no more to help / compensate. Still no refund received. HELP!
There is more about how bad they were at taking calls and caring (apparently the online company is all based in South Africa and so even simple things like time delay on the line is a issue - but enough ranting so far).
Has anyone else had these problems and what should I now do?

[Hoppinggreen]

Write to Asda house in Leeds and address the letter to the chief exec. Can't remember who is is now that Archie Norman has gone.
Send it recorded.

[Billybob123]

Thanks for the advice, I guess I need to - but I thought contacting them by email and phone would have been enough. I spoke with Andy Clarke's team and was so disappointed with their intervention. I am convinced that if a supplier had treated them they way I was treated they would drop them in a moment. They just don't care. Hiding behind the fact that the Online company is an overseas offshoot apparently!!!!!

[Chasdingle]

did you pay by credit card- get the credit card company to cancel the payment

[Billybob123]

Yes I did! Never thought of that and it is easy to show / prove that they never refunded the money.
I am just so cross at the completely uncaring approach ASDA has taken, I mean we bought from them because they were ASDA! Just lucky we managed to replace the gift in time for Christmas.
Is it just me or am I expecting too much i.e. that you pay money out and receive what you paid for in return !!!!!!!

[Thudercatsrule]

Email bomb them! Send them an email, with the facts of what has happened and what you want and send it to them every couple of hours!

Every so often add a line saying you still waiting. It's worked for me in the past.

Good luck.

[Snowinsummer]

Had a similar problem. Emailed Andy Clarke & within 2 days had full refund plus £25 Asda gift card as an apology.

[Bloodyteenagers]

Tweet and fb them. All the big companies hate you making negative comments on their walls. I have done it several times with big companies when i have been ignored. Within 30 minutes of posting they fall over themselves.. If you dont have accounts set them up, worth it just for complaining purposes.

[Weejiewarthog]

Yes, tweet asdaserviceteam and include the word #fail in your tweet. Magically worked for me in my battle against Virgin. Good luck!!

[Billybob123]

Thanks for all the advice and comments. Lots of ideas and will follow them up. As said just frustrating that any of it is needed!!!!!!

[sighbynight]

Asda's press office is very proactive in problem solving. Copy them in, and threaten to go to the consumer press. They will probably fast track a suitable solution. Good luck!