What the hell can I do about this?! (Asda delivery)

[Counttheshadows]

Ordered a home delivery shop yesterday to arrive today. I'm having some problems following my c section 3 months ago, and I just couldn't face carrying shopping etc as my stomach is quite painful.

Just had an email to say the order has been cancelled and to phone to ask why. So I did, and they've said "the bank never got back to us in time to secure the payment". The money was there, I made sure of it before I ordered, but now it's not showing in my bank, so I can't even go shopping now!! There's no food in the house, so what the hell do I do?!! Asda say it's nothing to do with them. Can't even phone the bank cos it's dh's card and he won't be able to phone until after work now.

I feel so low this morning and have been very tearful anyway, and this has just tipped me over the edge :(

[ofallthenerve]

Oh poor you OP! Send DH a shopping list and ask him to stop on the way home? Hope you have enough supplies to survive on till then. I hope someone can advise better soon but I don't think you can do anything now about the order sadly.

[catfordbetty]

If the money's not in your account then does Asda have it? If so, get back on to them.

[sooperdooper]

Yes if the money isn't in the account asda must have it! Get back in to them, or maybe try Twitter I've heard companies sometimes react quickly to complains on their Twitter feed

[ASmallHenInItsLateForties]

Oh goodness Count how horrible . Huge sympathies.

I tried an online Asda shop for the first time the other day and lost all confidence in their site. It was slow and unhelpful and kept getting stuck. My basket kept disappearing and when I came to check out and pay it just wouldn't process the final step.

I was on the phone for ages to an Asda helpline. It was a ridiculous palaver that took ten times longer than it should I'm not going to use them again. When the shopping arrived there were loads of substitutions.

[LurkingHusband]

Wasn't there another poster recently who had a similar problem - again with ASDA ? They either didn't take a payment, or took two, and then acted all fingers-in-ears when contacted ?

[Counttheshadows]

Dh doesn't drive, hence why we did the delivery. We were going to go shopping after work yesterday and then I was in pain so we decided to do the home delivery and just had random freezer food last night, cos there's just nothing in!! Nappies were in the order too :( :(

I've phoned them back and broke down on the phone to them (feeling quite ashamed about that) and they said the money isn't with them it's "pending" so it's being held somewhere. I said I need the money etc etc and can't wait 3-5 working days to get it back. They said I need to phone the bank for an authorisation code and give it to them and they'll fax them and try and get the money sooner. Dh is at work though and can't answer his phone until lunchtime - and even then he might not be able to phone cos his signal is so bad at work :(

Meanwhile I'm left with no food and only a few nappies all day. I've just been diagnosed with pnd, and going through a bereavement so this really is the straw that broke the camels back.

[LurkingHusband]

they said the money isn't with them it's "pending" so it's being held somewhere. I said I need the money etc etc and can't wait 3-5 working days to get it back. They said I need to phone the bank for an authorisation code and give it to them and they'll fax them and try and get the money sooner.

Sorry, I call bollocks. You need to speak to a grown-up.

[Counttheshadows]

I did ask to someone else, that's the other person who I spoke to who said that. They also said "what a bummer for you"!!!

[AnchorDownDeepBreath]

This is really common with asda, unfortunately. Most of the other shops don't do it, or do it very rarely. Essentially they've told the bank that you've spent that money, so it's removed from your available balance so that you can't spend it again. As you haven't actually spent it, the authorisation will wear off in 3-5 days automatically.

They can cancel but it's a faff so they don't like doing it. The bank will need confirmation from them that the order didn't happen, and asda will need info from the bank too.

If you keep the pressure on, they can do it faster, but it is a bit complicated by the card being in your husbands name, as they'll need to speak to him first.

Please don't panic, though, this is sortable. Hopefully your DH will be able to contact his bank at lunch and we'll do the next steps after that.

[Whatdoidohelp]

Asda are absolute awful at home shopping. I used them for a year giving them chance after chance. The last delivery I had from them was 5 hours late so I told them to stick it where the sun doesn't shine and took my business elsewhere. Make sure you keep complaining, the South African call centre and very generous with their compensation gift vouchers

[Snossidge]

Similar happened to me twice with Asda recently. Have now stopped using them and get Morrisons instead - 100% better experience all round. They've never even substituted anything.

[PrimalLass]

There have been quite a few threads about Asda doing this. They don't seem to care about leaving people in the lurch. Switch to Tesco once you get your money back.

[DingbatsFur]

It is bollocks. Asda have your money. I have been through this.
Tweet them, agressively. Phone the store again and tell them to contact your bank to release your money. They have the power to give you your money.
Tell them your next step will be to call the police because they are involved in theft. That usually gets them going.
Then NEVER NEVER shop with Asda again.

[Counttheshadows]

Well if it's common that this happens, at least I know never to use them again. It's just frustrating as they're the best nappies for dd, as for some reason they are the only ones that don't leak.

I've text dh giving him all the details to phone asap, but sometimes he barely even gets a lunch break, so he might not be able to phone until he is home.

I just can't believe that they can do this. The money was there, they've told the bank they have it, so how can they think people won't complain about being left without that money for 3-5 working days?!?! I've had a few deliveries from them before and never had this problem, so I don't really understand why this has happened.

[ohtheholidays]

Can you phone your husband at work at get him to ring the bank now?

Beeing as you have so much going on at the moment his boss might not mind and I'm really sorry for your loss and everything that your going through right now it sounds like you could really do with a break.

[IJustLostTheGame]

Tesco all the way here after having similar asda problems.
Stagger to the shop for whatever bare essentials you can cram in the pram with whatever you have.
And bung bare bummed baby on a towel over a bin bag. Bare bottom times are good for them anyway.
It's not your pnd making you so upset. I would be in tears in your situation without the pnd.

[Counttheshadows]

He'll be in lessons, I already dragged him out ofl lessons last week to come home because I was in a bit of a state after the news of the bereavement, so I don't want to get him into trouble by asking for that again.

On the phone on hold to Asda again to see if there's anything more that they can do.

[Counttheshadows]

I've asked to speak to a manager fifteen times and he's ignoring me and won't let me speak to someone.

[BaldricksTurnip]

I have had similar to this before with Asda. If the money has been authorised their end but no order has been delivered, could you ask them whether they could reschedule the same order for a different delivery slot, either this evening or tomorrow? They will be able to see that the current order hasn't got to you from their end. Might be worth an ask. for you OP x

[Counttheshadows]

He said he would transfer me to a manager - but just put me back in the call queue!! So I have to go through it all again with someone else now! :(

[KeepOnMoving1]

Oh how horrible, that's terrible service and you should never use them again. Do you have a close friend/ family member that you could ask to drop over a few things just for today until dh sorts it out?

[BaldricksTurnip]

Also, do you have anyone like mum, friend etc who could bring you some lunch if you've got no food in? It's really important to look after yourself if you're not well especially if you're breastfeeding too.

[BaldricksTurnip]

Cross posts

[var123]

could you use a credit card to buy more groceries and pay the money back as soon as the bank sorts itself out.

I wouldn't use Asda deliveries again if you have any other option at all. Morrisons? Sainsburys? Tesco?

[TheOnlyOliviaMumsnet]

Hello CountTheShadows
Sorry to hear about this - hope you are okay.

We do advise all our members to be aware that not everyone on t'internet is who they say they are, and that, although we're awed daily by the astonishing support our members give each other through life's trickier twists and turns, we'd always caution anyone never to give more of themselves to another poster, emotionally or financially, than they can afford to spare.