To wonder where the hell is my shopping and/or money?

[pissedrightoff]

Last night I checked my bank account online, £105.00 is the balance. Fine, I'll do an online shop at asda to arrive tomorrow.
Total shopping comes to £80.76.

Shopping does not arrive today and when I call to enquire why, I am told that there were insufficent funds in my account.

I then check online balance,£24.24 suggesting that between last night and now £80.76 has been debited.
Phoned bank to make enquiries and indeed Asda have taken the amount and bank gave me the authorisation number.I ask if it is possible that it is a pending payment, bank says no, as it has come off the balance then the payment has went through.

Phone Asda back, not helpful in the slightest, They say that they have not recieved the money, I tell them I have an authorisation code from my bank and an available balance which says otherwise.They say they will look into it and call me back at midday tomorrow.

So I now have only £24,Very little food, live in the back of beyond so no shops, will have to take two buses to a tesco tomorrow to see how far my £24 will stretch for baby food, milk and wipes.

Where is my money if it's not in my bank and Asda say they don't have it????

Exactly FioFio - anyone can make a mistake, but to then have a "tough luck" attitude about it is unacceptable. They should obviously also review their processes to see whether the money saved by ensuring money for groceries is available is worth the loss in custom something like this creates.

Even if they decided to ringfence funds long in advance, once an error is identified, they can surely change their procedures to ensure a faster refund / release. If other companies can do that, then surely so can they. Even if it is something simple like a manager authorising a fax to the bank. Fair enough, some controls should be in place, but this cannot be the best solution.

Asda Customer Service, if you do read this - also be aware that forcing this (ex)customer to have to ask for credit at her local store so that her family can EAT is not only embarrassing, but most likely costing her a lot of money (if the prices at my corner store vs a supermarket is anything to go by).

Hmmmm. You have to wonder, MisSalLaneous.

They employ around 7-8 PR people that are shown on their website (dom, hels etc). Said PR peeps have been - ahem - informed of the VERY SERIOUS problem. Their response? Silence. A lot bit shit.

They could tell the bank to release the money back to pissedrightoff or deliver her shopping. But this simply is Not Good Enough.

They could show goodwill and recompense pissedrightoff with the list I have suggested (actually, more, as you have pointed out it is Rather Late in the Day)

They would be rather silly to stay silent.
They would be very silly to try to force pissedrightoffoff to remain silent on the matter.

So... What's new?

Well no phone calls yet guys, and money not back in my account yet.

BACK IN A MO ONCE CAUGHT UP ON READING THE THREAD sorry not shouting, the baby did it...........again

That's absolutely disgusting pissedoff. Just looking at your OP - this has been going on since Sunday? Three days - no food, no money, no resolution?

OP - I'd phone again if I were you.

I have just emailed Andy Clarke (thanks Swans).

Hi, yes very embarassing having to ask for credit at shop, but that's why I sent the DH, I just couldn't.

Managed to get a lift through to tesco this morning to spend my remaining £24 on milk and baby food and wipes (had no baby food yesterday as local shop don't sell it, so made her vegetable soup for lunch and she had scambled egg and peas on toast for tea)

Axisofevil- the last phonecall yesterday was that they would cover the cost of my phonecalls, couldnt/wouldn't deliver me any food and couldn't/wouldn't get my money back into the bank.

I said that I would accept the re-embursement of the phonecalls but this was by no means finished and that I would be continuing this thread and going to the press.

So far have managed to email the observer and my local paper (local one will be phoning today)Am at the moment drafting a letter to Asda head office.

PR person from ASDA is on Twitter Sian_AsdaPR.

Not quite shopping but getting worse for Asda PR!! . www.bournemouthecho.co.uk/news/8267922.Car_wash_outside_Asda_on_Holes_Bay_to_go/

Just got this tweet.

dom_asdaPR @ComeWhineWithMe @asdaserviceteam are on the case. It's being sorted as we speak. Full explanation of ins and outs to come via Mumsnet forum

All the PR's are busy on the 3 million pound no tear toilet roll.

Obviously far more important than actual customers.

It's disgusting that it is now 11.20am and you've heard nothing. Regardless of whether it was their mistake (which it is in many ways because of their "systems" and "policies") they have done nothing to try and help put it right.

I think it's ridiculous that when you first called them, they couldn't have sent you your shopping and agreed to take the money once it was credited back to your account as a "goodwill gesture". Maybe you'd have come on Mumsnet then and say "Wow, I had problems when paying for my Asda shopping but they went out of their way to put it right, everyone should shop with them".

Guess they're too crap to see that though. To keep it dragging on this long, while you have no money and no food plus the phonecalls and stress is absolutely appauling. I cannot imagine what they should do to compensate you for it.

I would start with the shopping for free, delivered by a manager, with huge apologies, free stuff, bunch of flowers, vouchers and a years supply of nappies.

'We've always put our customers first'

hahaha - yeah right!

@ dom.

Do you not think that you could have called a mother with pnd and a baby with no food to LET HER KNOW that you are working on it. Perhaps you should have been on the phone at 9am apologising profusely and letting her know what is happening.

Is ASDACustomerService real? Countless emaails/tweets/phonecalls and they come here to ask for order number.

We are due to have an ASDA open near us in Aug/Sept. Shall just carry on past and go to Sainsburys. This is disgraceful.

Leaving a mother with nothing to feed herself, or her baby and she has PND on top of that?! You should be ashamed ASDA.

Asda PR team
On Twitter

Nick_asdapr

dom_asdapr

vix_asdapr

sian_asdapr

hels_asdapr

daniela_asdapr

leah_asdapr

jo_asdapr

clair_asdapr

Their phone number is 0113 243 5435

Andy " the buck stops here" Clarke: [email protected] ( thanks swan )

New Chief Executive.

I think they are starting to crap it a little bit now there are a lot of retweets and emails flying about!

Ick Dom

Agree Crafty..Thats even worse PR
(if thats possible)

Maybe they should spend less time on twitter and more time on customer service?

No need to actually do the shop 4 times gingernutlover Just go to www.mysupermarket.com and it shows you the prices at Tesco, ASDA, Ocado and Sainsburys as you fill your basket. Then you press a button to send your order to your chosen site to arrange delivery and check out.

Ocado were £19 more expensive than Tesco on my last shop!!! ]