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AIBU?

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Original poster

Bloody Asda home delivery!!!

52 replies

EarthMotherImNot · 22/07/2012 14:37

I booked an online shop with Asda for around £240, It was a stock up essentials ie loo rolls soap powder etc as well as filling the freezer.

Shopping duly arrived with a couple of substitutions but otherwise intact.

Dh and I put everything away then sat with a coffee while i checked the bill.

Bloody thing was for £350 not £240Shock I went over and over it but couldn't solve it so I rang them.

I was put through, eventuall to the online department. The phone was answered with a gruntAngry I explained the issue and was asked my name. I'm afraid 20 minutes on hold and a grunt aggrevated me enough to retort "well you didn't give me your name why should I give you mine?

At this point the chap apologized and we began again. It was agreed the bill was wrong and I would find my refund in my bank within 24 hours.

Cue 3 days later (weekend so left it until Monday) This time I spoke to a young lady who waffled a lot but who assured me she would investigate and ring me back that afternoon.

Cue Wednesday, still no phone call so I rang head office. A lovely lady said she would deal with it for me and she was processing my refund as we spoke.

Cue a week later my refund finally makes into the bank. We missed going overdrawn only by judicious juggling because it took so long.

I emailed their complaints section to voice my unhappiness with the whole situation and received a reply 2 days later.

Many apologies were offered and......as a gesture of goodwill they were adding a voucher for £4.50 to my account for my trouble. Of course I will have to eat my words of "I'll never do an online shop with your firm again" if I want to avail myself of said voucher.

AIBU ?? should I have expected more? Opinions please Smile

OP posts:
Olympia2012 · 22/07/2012 14:39

Bloody hell!!

Tesco would give a tenner at least... I think!

SamanthaSingsTheBlues · 22/07/2012 14:40

This reply has been deleted

Message withdrawn at poster's request.

Newtothisstuff · 22/07/2012 14:41

I had the same problem a few months ago, they delivered my shopping £95 to my old address. I was 8 months pregnant and received a phone call saying if I wasn't there in 5 minutes to pick it up they were cancelling it. After telling the driver exactly where he could put my shopping I called customer services, they admitted it was their fault and said they were refunding within 3 days, after 5 days I still hadn't got it back so called again and was told they had forgotten to refund.
Took around 10 days in the end.
They offered me £10 as a gesture which they said was on my account, I used them last week for dog food and there was no £10 on there !! Soooo frustrating !!

rubyslippers · 22/07/2012 14:41

I complained for something a lot less and got a tenner off my next shop

I think you should be getting more than a paltry £4.50

Wheresmycaffeinedrip · 22/07/2012 14:41

Haven't asda been on watch dog for overcharging their customers ? :(

rubyslippers · 22/07/2012 14:42

Should have added that was with sainsburys

MintyMojito · 22/07/2012 14:43

£240 in Asda is no mean feat. I am impressed.

Fiendishlie · 22/07/2012 14:47

I got a voucher for £5 when they charged me £1.60 instead of £1.00 for a pack of Anchor butter a couple of weeks ago.

I don't think they like you very much. Maybe it's because of the £240 shop instead of 4 lots of £60 ones?
(not very helpful, sorry)

RadioRentalMum · 22/07/2012 14:47

That's a nightmare, an overcharge of that amount would be enough to put many families into difficulty, def

RadioRentalMum · 22/07/2012 14:48

Sorry, phone, grrr! Definitely think their apology should have been a little more generous!

PinkFondantFancy · 22/07/2012 14:52

I've had some dreadful experiences with ASDA deliveries. It's great as long as everything is ok but their customer service is appalling if anything goes wrong. They delivered a box of nappies which turned out to be covered in a mysterious blue liquid (maybe rinse aid) which has ruined my carpet. They don't care, and I got sick of chasing up the call backs I was promised.

estya · 22/07/2012 14:58

I believe asda deliberately treat their customers badly so you come away thinking 'asda is really the cheapest place to shop'

TheMonster · 22/07/2012 15:02

I once ordered an online sho with Asda. They took the money twice, and then didn't turn up. I thought they had turned up at one point when an Asda van came within the time slot, but they were delivering next door. When I rang to query the non-delivery, I was told it was due to snow. Hmm

It took ten days to get the money back, with a lot of arguing.

LadySybildeChocolate · 22/07/2012 15:03

Do you want to try Ocado? They are sooo much better.

wishiwasonholiday · 22/07/2012 15:08

I get toilet rolls, washing powder, nappies etc off amazon free delivery and more reliable than possibly being substituted.

ILoveOnionRings · 22/07/2012 15:13

Stick with the complaining Earthmother - I complained 3 times after the deliveries got later and later. I persisted with the complaint until they agreed and did deposit £25 into my bank. I did say I did not want a voucher as i felt that I was being held to ransom to use their store again. It was not my fault that the deliveries were late and I had kept to my part of the transaction by ensuring I had paid and was in the house for the alloted time (and more).

I was always very nice to the drivers.

HaveALittleFaith · 22/07/2012 16:28

We had a similar problem to new with Asda. We moved, did our next order and carefully made sure we changed the addresses. DH waited in for 3 hours - no shopping. When he rang to complain the guy in the phone said it had gone to the old address - apparently the change on thd Internet wasn't passed on to the store?! Worst thing was he refused to apologise! We simply stopped using their online service. Absolutely appalling.

fruitybread · 22/07/2012 17:01

That's a LOT of money for an overcharge. ASDA home deliveries are appalling, IME. We've used them 3 times, each time because of some big discount and because home delivery would genuinely have made things easier.

Last time was the last. Nothing had been bagged up, so it was a real faff to unload from front door to kitchen. ME: 'I paid the 30p for this to be bagged?' DELIVERY MAN: 'Right, yeah, it used to say on the print out if should be bagged or not, they don't do that now.' ME: 'But it says it right here, on the receipt you've just given me. 30p bagging charge.' MAN: 'I'll take the 30p off then if you want.'

There were several substitutions I didn't want, and said so - guess what, of course only one of the 3 items was refunded, so I had to ring Asda and faff around to get the full amount.

before that (and this was DP at home when the delivery arrived, cos I would have not accepted it) - shopping covered in wine. Apparently a bottle had smashed as they were loading up. And as DP was unpacking, bloody great shards of glass from the broken wine bottle in the bags!

Oh, and a bottle of whisky bought as a present still had the security tag round the neck. Impossible to get off.

ASDA home delivery is shite, and they rely on people either not checking or just not making a fuss if something is wrong. Which must be a pretty successful strategy because so many people don't have the time.

Tried Ocado once - they were great but so much of it was damn pricey. Of the two I'd go with Ocado though. Asda doesn't save you money if it cocks up your delivery and screws you over.

Original poster
EarthMotherImNot · 22/07/2012 17:50

Thanks everyone, just back from visiting. I'm glad no-one thinks I'm BU. It is a lot of money to be overcharged and I'm ashamed to say there have been many times if I've been washing etc I've put the stuff away and not even checked the delivery noticeBlush It could so easily have happened this time.

My feeling is that I should write to them again with the comment that a voucher (a paltry one at that) is blackmailing us into shopping with them again.

I've found Asda to be great in the past but lately the quality of the fresh stuff especially leaves a lot to be desired. The broccoli we ordered had furry mould on it and wasn't bagged either.

OP posts:
Fiendishlie · 22/07/2012 18:07

Bagging charge?? Seriously?

NinaHeart · 22/07/2012 18:28

I feel your pain. Asda failed to deliver to me on the apppinted evening with no explanaiton or call. After several phone calls to them they agreed to deliver the next evening and were then well over an hour late. They "generously" refunded £3.00 delivery charge.
I'm going to try tesco sainsbury's ocado anyone else.

fruitybread · 22/07/2012 18:28

Fiend, I am in Wales, all plastic bags have a charge, normally 5p. Don't think that's the case in England....

fruitybread · 22/07/2012 18:31

Earthmother, if you can find the time, I would write/e-mail again, being clear that an overcharge of over a hundred pounds! is a big error - and that you would like something by way of compensation that does not assume you will shop at Asda again. That is a bit bloody cheeky of them IMO.

trumpalot · 22/07/2012 18:31

i ordered 2 x packs of pampers nappies. the first box was fine but when it came to using the second box a few weeks later ie last week, each and every nappy had the same default... right hand side tag came away. i had no money to buy new nappies so had to use tape each time.. i emailed asda and got a refund for the price of the 1 box of faulty nappies. they even rang me later in the week to see if i was satisfied.. was well chuffed x

Fiendishlie · 22/07/2012 18:31

that makes sense now, I wouldn't mind if it were because of the legislation.