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????

Just had the same email Rafi, though from a different name......

Dear Mrs GoodDays

Thank you for your email.

We appreciate you making contact and raising your concerns.

The customer referred to in your email, has been contacted and her concerns have been addressed. We have also put processes in place to prevent this from happening again. Please be assured that we always strive to deliver great customer service.

We hope you will consider trying our online shopping.

Kind regards

Natasha Smith
ASDA Home Shopping

"we hope you will consider trying our online shopping"

lol Asda has a great sense of humour at least!

As ShirleyKnot says....''Not if my arse was on fire, and they were the only suppliers of water''

I think they might be a bit worried - has anyone else had this one?

Thank you for your email.

I can confirm we've now resolved this matter with the customer concerned.

We spoke directly to the customer a number of times to keep her informed of our actions. Although we weren't at fault for the payment not processing and the customers funds being held, I can confirm as a gesture of goodwill the shopping was delivered yesterday evening free of charge.

I'm sorry to read that you're considering not using Asda as a result of postings on mumsnet. I can assure you we took this very seriously and did go above and beyond to resolve this for the customer.

If you have any further queries do please let me know.

Yours sincerely

Jordan Anderson

"did go above and beyond to resolve this for the customer."

Sorry ASDA, but that's a bit of a fib.

You were asked to send a fax (not too difficult - I'll even send you a fax machine if you are too broke to afford one) to the bank to confirm the funds could be released back to the customer.

You failed to do that, claiming you couldn't (not clear why), though another poster said that it had been done in her case a year (?) earlier so it's hard to accept you bent over backwards to help. Yes, you delivered a shopping order, but no doubt you have a greater amount set aside for shoplifting losses, etc, so it's hardly outstanding.

I know PRO was relieved to have items of shopping arrive, and that funds came back into the bank account, but only the first of those actions was a result of ASDA, the second a default action, under control of the banking systems, and fortunate it was done so fast (rather than still be waiting), though immediate issue resolved (and no doubt the local shop has been reimbursed).

It's pretty shameful that the British Retail Consortium and ASDA claim all is wonderful for the customer, and still making a big issue of it not being ASDA's fault.

Well, folks at ASDA, you'd better name and shame your card processor and get a proper, thorough, investigation done, so that this can be avoided in future. How about terminating the contract with that company (since you say it was out of ASDA's hands) and use someone else ?

Rafi - looks like they might have been looking out for complaints, and perhaps been passing on the stronger complaints to the CEO's staff, as JA signee was same as on the e-mail someone else had back (possibly PRO ?)

''The customer has been contacted a number of times''

Can I just metion that I received a total of 2 phonecalls from ASDA on Tuesday, I suppose 2 is a number right enough.

Yes, I felt you had been left in limbo on what they were doing. I suppose the response would be "we had to check everything and could not estimate when that would be concluded".

I found it disappointing that AsdaServiceTeam just went quiet after the post late morning on Tuesday. While they have received something of a roasting, and no doubt (given their comments) feel it is unjustified, it looks as if they posted and then "ran away"... probably never to return to MN website.

Pissedrightoff - how is your letter progressing?
Hopefully the radio stations/ TV money programmes will pick this up on the wire.

www.thegrocer.co.uk. (trade press)

As you were

Asda PR - This has NOT, and will not go away in peoples' minds until due recompense is made to Mrs pissedrightoff; an apology for a start I should imagine.

Caramelwaffle- Am getting there, can only get bits and pieces done, small child demanding my attention. She's going to stay with Granny tomorrow night so I'll get it finished then.

I'm thinking that I'll post my final draft on here for some opinions before printing and sending, so watch this space.
DH got paid today so we are off to TESCO to stock up.

One of the annoying things about this is that usually my cupboards and freezer are full to bursting, DH always jokes about me preparing for the apocalypse ( He was mightily glad of it when we were snowed in during the winter though)
So of course this would happen when I've got next to nothing in.

caramel waffle you are right it WONT go away in people minds. Why was it not possible for customer services to authorise a giftcard for the delivering store so that they could then go round with the printed shopping list and get a member of staff to stick it in their car and deliver it.

First of all having worked for a high street chain of stores ive seen things like this done when errors occur which are not the customers fault with managers going round picking goods off shelves themselves and delivering it in their cars.

Second of all I heard that when asda had problems recently, maybe it was the snow i cant remember or staff off sick but anyway they had staff delivering shopping in taxis to make sure they got it. How much would that cost for gods sake to deliver a days worth of orders by taxi? But couldnt fill a gift card with £80 or whatever for a customer who had actually paid.

Now they seem to want praise for giving a customer the shopping they paid for whether asda got the money or not. Goodwill gesture giving someone what they paid for?! A refund and a scabby bunch of flowers doesnt quite solve this one. The fact is it happened and the way it was dealt with and how long it took is disgusting - the stress caused and upset is clearly of no interest to them.

And also, while im on a rant...

People dont shop in isolation they are people with circumstances and families, in this case, limited funds. Personally I use a credit card so something like this should be fine providing im not too close to my credit limit but if it happened from my bank account i would be in the same situation, with no money left to shop again or shop elsewhere. I would be extremely angry, upset and stressed, particularly having a child in need of food, nappies etc and also me and dh needing loo rolls, bread, milk etc

When I left home I shopped at ASDA - why? Because my parents shopped there and it was routine, tradition whatever that i had learnt and got passed on. Though from my experience I switched to sainsburys and my family shop with tesco or morrisons now based on what ive told them about my asda experiences and thats the truth. Where will my children shop when they leave home...sainsburys as they will learn from me its a place you can rely on and trust.

Bump-not that it's needed!

Having followed this from the start,just wanted to remember this as the ASDA thread that got to 1000 posts

1000 posts in a week as well

I have just taken delivery of my groceries from Sainbury's after being an Asda customer.

Wow their customer care was excellent.

The delivery driver explained everything told me which bags had chilled and frozen in.

He also said that they are even a minute late with your delivery you get £10 off your next shop.
Will certainly be using them again.

Also got an e-mail from Asda asking if I was happy with last weeks shopping!!!