Bloody Asda home delivery!!!

[EarthMotherImNot]

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 £240 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 grunt 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

Just checked and Asda company has a Facebook page with quite a lot of traffic. I would also put my complaint and comments there. Name and Shame..see how they react !!!!!

shit don't think you can post comments.

£4.50 is both a piddling amount and a rather weird one. Why not even £5?

OP, I'd contact them again reiterating the size of the overcharge and the problems it caused, and saying that it will take more than £4.50 to ensure that you don't just take your custom elsewhere.

I think it depends where you are too.
I've had noting but fab service from adds delivery and a wonderful Young man delivers it

Ooooh, young man, eh Kayano?

Yes. He is deaf so I am going to learn some sign language to hopefully say thanks next time and ask how he is because at the minute it is quite awkward lip reading but he is so nice and friendly and smiley.

(plus you know... I definitely would lol)

As far as I am concerned Asda has very poor customer service, My MIL once bought a large crate of Asdas own dog food which came to well over a tenner, When she opened one of the cans she found Maggots in there, she opened another from the same batch and was again appaulled to find maggots in that can too- She immediately threw the cans with the maggots in away and well as the rest of the cans from that batch. She told me and I tried several times to get a refund and Asda kept insisting that the cans with the maggots in were returned, when I said that they had been thrown away they refused to give a refund in the end they begrudingly sent a ten pound voucher through the post which didnt even cover the cost of the dog food. For a very big company they are notoriously hard to get a small refund from!!

Well I would say fair enough in the maggots thing!

I could ring them up and say I had found maggots in something too and demand money back. It was bloody stupid to throw them away!

It's like complaining about your meal at a restaurant after clearing your plate!

If I opened something with maggots in it, I think I'd throw it away as a reflex. I certainly couldn't pack it up and send it back.

PS Kayano, that's impressive that you're learning sign language to talk to your delivery guy!

Update: I emailed them again detailing exactly why "blackmailing" me into shopping with them was not good customer relations and that a £4.50 voucher didn't come close to healing the bad feelings.

Result!!!!!! They've only gone and given me....................

another £5, woo hoooooooooo. On the condition I use it within 60 days. I would write more but the generosity of this company has rendered me speechless

Fuck me.

Write back and tell them that if your custom means so little to them you'll shop elsewhere, thanks. And that they can shove their £5 and their 60 days wherever they like.

Copy it to the chief exec or the highest-up address you can find.

Whilst at my old address I had no problems with my Asda deliveries. I have now moved 200 miles and am not impressed.
I ordered a shop to be delivered and my mam took the delivery as I had been ill after having an asthma attack. When it came to tea time I looked in the freezer and they had only delivered the pizzas I had ordered and nothing else from the freezer section. I rang up and they said they'd ring back to arrange re-delivery. I gave my home number as contact. I just missed a call on mobile - they hadn't left their number for me to call back. Thought it might be the store but couldn't find their number, so had to call central number again. The store eventually called back and most of my items were re-delivered. But they had missed two items off and delivered another pizza. Got those refunded, but nothing as goodwill.
I have had bags of other people's shopping delivered to me before, and have rang to let them know, so I hope they don't think I'm trying it on.
It really has made me think again about using them for deliveries, and the local store is undergoing works so I will not be dropping by there either!

So you feel it's ok for an extremely wealthy company to hang on to more that £100 of ours and, I dare say earn interest on it, with nothing more than a voucher.

All the phone calls I had to make chasing my money, thats down to us too I guess

Kayano, put the fingers of your right hand together and keep the whole hand straight. Now touch your chin with your 3 longest fingers and quickly lift it off again. That's thank you in SL :-)

Thank you! I've been practicing! We need such a big shop we are going to adds this time but next time I get a delivery

actually really pathetically excited

I don't think I was being nasty zukie and I'm sorry if you think I was.

To a large extent I tend to agree with you concerning our rapidly increasing litigious society but, and it's a big but, companies should be accountable when things go wrong. They would never strive to improve their service otherwise and we would all be the poorer for that.

Had the error happened and my initial phone call had resulted in the matter being corrected that would be the end of it for me. It is the fact that they made promises they didn't keep and no-one at any stage contacted me first.

It took a total of 9 phone calls with the usual "please hold, your call is important to us" malarky to get answers and it took quite a few emails before our money was reimbursed.

I'm sorry your injury has caused you pain too.

I had an issue with Tesco today, and was expecting grief from them but thry've been excellent. I usually book a delivery slot by throwing E20 worth of groceries in a basket when a cheap slot comes up and them update the order later when DS is in bed. I did that yesterday and a delivery shows up today with 21.20 worth of groceries. The update didn't go through. Agggh.

So I called customer services, got through straight away, nice man answered and said they were having problem with their website, told me all he could do was recommend that I do another order for tomorrow and that he would refund the E21.20 to my account and I could keep the groceries that had been delivered. He apologised so much that I felt a little sorry for him! Never thought I'd say it, but yay for Tesco!

I have shopping delivered from Asda and although frequently stuff is not on my order as its not in stock.

On my account if I get stuff that is damaged, short dates or anything I can just request a refund and so far it is just paid directly into my bank account within two or three days

asda have gotten steadily worse up in Inverness-shire. We've a grumpy driver who often comes early ( up to 15 minutes ) without asking. She won't take the shopping into the kitchen and never laughs & jokes like the other drivers. Lately they've been terrible for substitutions and items supposedly not in stock. Their quality of fresh food and veg is very poor and their call center in S A is laughable. Their new website's a joke. Much slower to load, their search tool's utterly rediculous and I far preferred their old layout. We've been doing our shopping at Sainsburys for the last few weeks. Drivers are much more helpful, only one substitution in the last few deliveries and the quality is far superior. We had a shopping from Asda on Wednesday 15 substitutions !! Won't be going back there for a while

By the way we were with Tesco for a few years. Their quality was unbelievably bad, substitutions were so bad they were hilarious at times, yet you'd go down to the store where the deliveries come from and everything would be there.

I went for one of the 8 hour delivery slots last Friday as I was working from home all day - Waited in from 10am until 6pm as the slot suggested. Called Asda at 6.30pm - 'we will call you back'. Called again at 7.10pm 'we will call you back'. Emailed and called at 9pm 'we will call you back'. Gave up and went to bed - saw the next morning that the delivery was cancelled! Finally had contact from them on Monday saying that my payment was declined (nonsense, plenty of money in the account). I could have sorted it out straight away had they contacted me AT ALL but not a word, no text/mail/call nothing! Never again, I was livid and spent my Sat morning in Waitrose with the 4 kids despite my best efforts to avoid that horror.