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...