Asda online shopping

[CharlieN79]

Unsure if this is the right place to post....
Decided to try asda for the first time, I usually use sainsburys but their website is a mare.
Delivery and products were all great but when I checked online banking today they had charged me twice! Talked to the bank and they confirmed this and gave me an authorisation no for asda to low them to refund cash, big shop so £160. I talked to asda online and was informed that they ore authorise cards for the amount the night before but because my grocery bill differed slightly they charged me a different amount. Apparently this is their policy and it can tak up to 10 days to refund the money!! Asda customer service were awful and told me I should have read the t & c. They can app speed up the process if I provide a fax no, department details etc for my bank, who won't provide these details.
AIBU to be blumming furious at asda!

[roby147]

I've placed dozens of orders with Asda, never had a problem. However, I had issues with my last order. My grocery was supposed to arrive 2 days ago but delivery didn't take place. Since the booked slot was 6pm-8pm, I couldn't phone customer service, as lines close at 8pm..... ridiculous, considering that there are delivery slots until 11pm...

Anyway, I sent an e-mail and the day after I didn't get a reply. I phoned, the lady told me that she would contact my asda store and that this store would contact me as soon as possible. After 4-5 hours, nobody contacted me, and I realised nobody would contact me for the rest of the day, so I phoned again. The guy was really kind to be honest and told me that my order had been cancelled! How was that?! I live by myself, nobody knows my login or card details, and I certainly did NOT cancel my grocery order!
He apologised and rebooked my order for the day after (which was yesterday).

Problem is that a "ghost payment" was taken for the 1st order, and so was for the rebooked one! So I've been charged twice...
I sent another e-mail (a pretty bitchy one), no reply (asda e-mail customer service is SHIT, really).
I phoned my bank, they were aware of this ridiculous thing that Asda does, and they told me that asda can take the payment only after I signed on delivery, and if no delivery takes place, the "ghost payment" would be released in 1 week time.
My week "expires" in 2 days time, so fingers crossed....


Anyway, my grocery yesterday was supposed to arrive by 8pm. It arrived at 8:15.... after I phoned customer service 3 times before 8, as I was starting to get really worried the delivery was missed for the second time...
Luckly enough, it was just a matter of several delays they were having yesterday.

I appreciate the fact that a "ghost payment" is taken when you do the transaction, because I might run out of credit by the time delivery takes place, and asda might not be able to take the actual payment. So, fair enough.
But, seriously.... if delivery does NOT take place (and nobody even phones you or e-mails to inform you about this or to apologise...), then money should be released immediately, after delivery is missed.
It was RIDICULOUS that delivery did not take place, and nobody phoned me to inform me about the issue after 8pm.

Not sure if I'll be ordering from asda again, to be honest...

[Shutupanddrive]

By the way I also send a long email to complain and didn't even get a bloody reply!!!

[PleaseChooseAnotherNN]

Hi Charlien just to let you know I was refunded today for my duplicate payment taken last Friday.

[marriedinwhite]

Never had a problem with the payment thing just with them not sticking to delivery times, substituting ridiculous items, so I had to pop to the shops anyway. Used to use the once a month for the basics because they were cheaper but don't bother any more because it's more hassle than it's worth. Their customer service and general standards of service are dire too.

[MrsBovary]

I tried Asda for the first time recently, they took a ghost payment of £1. But I have seen those threads on here over the years, where people have been left without groceries or the means to replace.
Though Tesco has been the worst, in my experience, both short-dated products and poor service. Sainsbury's is ok, customer service bit inconsistent. Ocado is best all round.

[undercoverPrincess]

I would phone your delivering store direct or just turn up and insist on seeing the manager, borrow a few kids to help your cause :)

[undercoverPrincess]

I also had this happen once, I do still use them though and it hasn't been a problem since. I never use them to deliver payday as they often take the money the night before :( I hate Asda tbh but they are much much cheaper and their pink cava almost makes up for it.
The manager of my delivering store comes into my work often, poor guy avoids me now

[CarpeJugulum]

I use a credit card for this reason. It's all I use it for, and then transfer the correct money as soon as the order is placed. Then any balance on delivery day.

Not feasible for everyone to do I guess, but makes a difference at the end of the month when ring fencing may be the difference between direct debits being paid and bouncing

[StepAwayFromTheEcclesCakes]

I use Asda all the time and so far have had no problem except an odd broken egg (refunded whole lot) at xmas one item was missing and they refunded it but the man also came back so I got it free too, once had a substitution on a wine which I said no to as they had charged me full price not the offer on the original one, refunded but man said here keep it anyway, result! especially as when I unpacked they had also given me 2 of the one I wanted anyway and only charged for one! I keep a close eye on stuff and when there has been errors the customer service has been efficient if a bit scripted. will keep using it especially as I keep getting £5 off for spending over £40 (think this may have just stopped)

[CharlieN79]

Sounds familiar

[stressheaderic]

I use Asda online sometimes but sill stop from now, this is very poor practice. I cannot believe some people on here were left with no food and no money. Absolutely appalling.

I go to Waitrose on payday, tesco halfway through the month and Aldi the week before payday...

[CharlieN79]

Thanks everyone, really helps to vent and hear all the stories. Will keep on it but fear I may be waiting 10 days. Hard to be on the phone with a 2yr old dd and 4 month old ds so may just have to wait the 10 days

[ErikNorseman]

Charlie - it is definitely down to Asda to fax the bank. They don't know about it. Go higher in the food chain if you need to, just insist.

[PleaseChooseAnotherNN]

CharlieN - that's the story I was told too, both blaming each other. I have warned.people on fb, I can't believe they get away with it.

[YouOldSlag]

In four years I have never had this problem with Asda, but I will think twice in future. That's appalling treatment- taking double money and keeping it for ten days?? Do they actually WANT customers??


However my problem with Asda is that their frozen is often defrosted. I got tired of liquid ice cream so asked the driver about it. He got quite defensive and said it's always kept at minus 11. However he then added that the freezer gets switched off every time he carries out a delivery. By 6pm, my food was all semi defrosted.

[cairnterrier]

CharlieN79 try downloading Firefox as your internet browser - it's free. I don't know why the Sainsburys website doesn't work with Macs, but I just use Firefox instead (it gets stored in the Apps file) and no problems putting in an order. I just use Safari for everything else and Firefox just for Sainsburys orders.

Not much help with ASDA but might help you avoid having to use them in the future.

[MissMogwi]

It really takes the piss. They can take your payment quickly but when it comes to getting it back you have to wait, even when it's their incompetence that's caused it.

[dinkystinkyandveryverybored]

Asda online are SHIT - have tried them twice, first time half order missing, second time they didnt even turn up. Thank god they didnt charge me for the missing order as I would have gone ballistic.

[CharlieN79]

Have just wasted more time on phone with no joy at all!!! Natwest say it's asdas fault and asda say it's natwests and each say there is no way they can hurry things up!!!

[ErikNorseman]

Terranotfirma was yours the humungous thread? I just looked for it for OP and it has been deleted. Shame as there were clear instructions on it as to how to force asda to fax your bank for you...you don't remember what you were told do you?

[CharlieN79]

On phone at no trying to persuade Natwest to hurry things up, obviously this happening over Easter bank hols is going to make the process more drawn out... Will never use asda again and hopefully they will loose a few customers

[Shutupanddrive]

I had exactly the same thing happen with asda, apart from I didn't have that money in my bank to pay twice. Th following week DP put £100 in my bank for me to do a food shop and it went straight out to asda! I was furious as I had tried to use my card and it was refused!
They said that there was nothing they could do and it would take up to 10 working days to return it. This was also just before a bank holiday weekend so was actually more like two weeks! Will never use them again
I don't understand how they can take it so easily but take so bloody long to return it!

[LyssaM]

I am between a rock and a hard place. I always used Sainsburys, but they changed the depot my stuff came from and the new delivery drivers went from nice to absolutely appalling bordering on abusive - man with a big grin watching woman with dislocated shoulder lug heavy shopping, creepy!

Tesco are rubbish here, though great for people I know in other areas. You can order what you like, state clearly no substitutions and beg, plead and cry, you cannot guarantee what will turn up. Or that it will actually make it into my garden. I always insist that they at least bring the shopping past my gate, and with the second lot of Sainsbury drivers that was not guaranteed and Tesco in the past have left it literally in the road - the bit where cars drive!

I have tried Ocado, and they are lovely, but apart from the cost they don't always have what I want, they don't have the range.

So I use Asda, keeping everything crossed that it doesn't completely wreck the bank account. I am always careful that there is a cushion, and will eke out food etc as much as possible if there is a doubt.

I have physical problems, I can't always get out and shop easily so I am desperately dependent on the grocery delivery. So currently Asda it is, and they are lovely! So far...

[TerraNotSoFirma]

I can't believe they are still doing this. The double/ghostpayment/ringfencing thing happened to me almost 2 years ago. I was left with no shopping delivered and no money in account to buy food.
I started a thread about it here and eventually they delivered my shopping for free and I got my money back within 3 days.
Their customer service was shocking and they only got their finger out after hundreds of MNrs took to emailing head office and going on twitter on my behalf.
I have never used them since, Horrid company.
Keep at them OP.