ASDA: will never use them again

[Brightlygoingforward]

I am beyond pissed off. RAGE.

Massive online ASDA order to cover food and drink for a big party this weekend.

As ASDA attempted to take my credit card payment in the early hours of this am, it triggered my banks anti-fraud detection. (Order was done last weekend)
ASDA have cancelled my order, without trying to speak to me (done via a text message) no chance of re-booking and guests arriving this evening. I am going to have to run around a supermarket at some point between work, meeting guests and cooking.
I am seething at their shrugging shoulders attitude and nothing we can do.

I am seething at their inability to understand that taking credit card payments in the early hours may trigger anti fraud policies and that they should endeavour to speak to the customer before cancelling.
The customer services guy couldn't have cared less.

I will never use ASDA again. Abysmal. FWIW, it happened when I registered a new card with OCADO but they actually spoke to me, rather than simply cancelling an order.

For me, it is a huge inconvenience. For others it could mean going without a weekly shop. RAGE RAGE AND RAGE. Sorry needed a vent.

I’d be angry too! We’ve had 3 or 4 of failed payments with Tesco & they’ve always called us to take the payment over the phone & have never not delivered.

well, while I totally understand your frustration, I have had very good customer service from them in the past.

They have given me a free second delivery later in the day, when a delivery went wrong.

Personally I would try to phone back and speak to a manager

Seriously screw ASDA. Maybe the Sainsbos take over will ensure better customer service?

Only used them once when I couldn’t get any other deliveries and had v small dd so didn’t want to traipse round shops. The subs were pointless and ridiculous - size 1 nappies for size 5? And countless things missed or wrong. Waste of my life using them.

Well I’ve heard terrible things about asda’s online delivery AND also I agree with you that they should have rung you- but-

A lot of payments set to go out on “Friday 7th July” for example get paid at 00.01 on Friday 7th July. They don’t set up payments to leave at 9am

Your bank is wrong for not realising this

I usually have Morrison’s online delivery. Tried Asda last week and it was abysmal. The substitutions were nonsensical, they weren’t separate from the rest of the shopping so I had to trawl through it all on the doorstep to find them and give them back (the delivery driver said ‘nothing to do with me, I don’t pack it’), and then it took 3 emails to get them to actually refund the substitutions. And the chicken was off, which took another 3 emails to deal with.
Never again.

I can't stand ASDA customer services personally, but I think you should also be complaining to your bank. I can't see Asda doing a super special payment run at owl o'clock just for you and unless you're say a Coutts customer who have never set foot in an Asda in their lives then I'm pretty sure the bank will clear multiple transactions daily for Asda.

I'm surprised at Asda's reaction too. Transactions get flagged by banks reasonably often, if you'd already had the goods I'm sure they would have waited for the usual process to complete so why they didn't on this occasion is surprising.

Did your bank attempt to contact you at all?

I am going again to defend Asda, I get an online shop every week.
Subs are 90 % of the time fine, delivery drivers courteous and nice, rarely items missing and if I complain then it is an instand refund, and usually keep the item if I want to.

eg we had an issue something heavy had been put on top of the bread. So, refund and free bread.

Only once had a real problem, when only half was delivered, and they returned later in the day with it all.

On mn I have seen threads about all the major supermarkets complaining at some point, I think it is much more to do with your local store than the whole chain.

Nope, Asda are shit and don't care. The one bloody thing I needed for Xmas, ordered 4 weeks in advance, and they didn't have it but I only found out when I picked the order up. Turkey! My local Asda store is also an absolute hole.

I triggered the fraud block by buying a car one morning when a huge Tesco order was expected that evening (Brownie residential food for 40!). Tesco tried to call me and kept trying until they got hold of me and I could contact the bank (who hadn't contacted me about it!) so disaster everted.
ASDA has definitely messed up here.
I'm cross on your behalf OP.
Takeaway tonight and click and collect shop for the morning?

I know it's probably too late now but Tesco do same day delivery in some areas if you order before 1pm.

I always use Ocado and never a problem. Tried Asda once and never again! What a nightmare for you, absolute idiots.

OP - Many of the larger Sainsbury's now offer a click and collect service. You've just missed the deadline for collecting today (12pm) but if you order online now then you could pick it up tomorrow if your near a participating store. They will do the shopping for you and you just pick it up from the carpark. Good luck, hope you get it sorted help.sainsburys.co.uk/help/delivery-collection/cc-where-when

Thanks for all the advice. DInky Hamster. Sainsburys have sailed to the rescue.
I know these things happen but the lack of communication from ASDA is what has boiled my piss. To just cancel with no attempt at contacting me. Grrr.

I will drink the pain away tomorrow :)

Had exactly this for my dds bday party, everything ordered to arrive on the morning of party. Delivery time comes and goes no order... I called up Asda who tell me my card was declined, checked bank plenty of funds, they retired and said declined again. Sil was there let me use her card, declined! Again money in the account, tried 3 different credit cards all declined. I told them it must be a problem with their system as there is money on all cards, they refused to agree and said that it was too late to get the order to me anyway!
Emergency dash to Tesco with 3 friends to get all the food and drink for 20 kids and 60 adults!! Was not stressful at all!

Never used them again!

I had something similar-pre Christmas delivery didn't arrive, no message. I rang the service desk and got told they couldn't deliver due to snow (fair enough-not much, but OK) But THEY DIDN'T LET ME KNOW. So I had to rush around on Christmas Eve to do my shopping. Switched to Sainsbury and never looked back.

Surely you didn't expect someone to ring you up in the middle of the night to tell you your card had been declined? It's a computerised system. There isn't a cashier sat there putting each order through! They have sent you a text, which no doubt you could have responded to.

They did the same to me and I've never used them since. Tesco always check.

I'm not sure if this is helpful, but I always do important orders to arrive a day before the event, not on thr day, it means if anything is missing, you have time, and if there is an issue, you can reschedule delivery for the next day,

Doesn't help this time, but worth for next time.

I had an awful job ordering online with Asda. Sympathies OP, I too thought the experience was bad enough not to bother with them again.

Asda are awful. There is a reason they can be cheaper that other supermarkets. They treat their staff really badly.

Asda cancelled all the food for DDs birthday party on the morning of the party. I had ordered it the week before, including birthday cake and all the other table bits as well, thinking it was easier as I could get everything in one go.
Was scheduled for 8-10am.
Got to 9.55am, email drops in my inbox. Asda had decided to decline my order. Rang their phone line, no problems with card or payment in our case, just they had had an incident in my postcode (not the whole postcode, just the start bit which covers a huge area) and had decided at their discretion not to deliver if they were concerned their driver was at risk!
I told them that was ridiculous, it was good for a child's party, no booze. They didn't care.
Had to run round other supermarket to get stuff last minute.
I've never bothered with them since

Happener to me last week. Luckily tesco do same day if there is availability and ordered before noon. Hope you got sorted op!

I used to get an Asda delivery weekly. They have always taken payments at midnight which hasn’t ever caused me a problem but they used to give you a receipt, have the substitutes in a separate bag and inform you of the subs. Now they’re just randomly in your shopping, no receipt given so you only know if you check your email and pretty bad subs that aren’t in your favour price wise anymore. I think it’s to pressure you into just accepting them instead of chucking the red bag back to the driver.

TLDR - asda used to be good now are shit lol

I used to use Asda. Abysmal. Frequent & ridiculous substitutions, rude delivery drivers, occasionally items were missing. Lots of items out of stock, short dated, or squashed/in bad condition when they arrived. One delivery didn't turn up & I had to call & was told it was cancelled & I'd not been charged... they'd not actually bothered to contact me.

No more; I've used Morrisons for the last few years & barely any issues. They call if they are likely to be late at all, which has only happened once (or if they are running early, & want to know if they deliver to me before my official slot). I've had substitutions 2 or 3 times in about 3 years, they don't charge the difference AFAIK.

I think it’s to pressure you into just accepting them instead of chucking the red bag back to the driver

Yeah this was the impression I got. The driver couldn’t be less helpful when I asked where the substitutions were when I wanted to return them. Stood watching me go through the shopping (while holding a 3 week baby in one arm) and said ‘nothing to do with me, I don’t pack the shopping’).