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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

Asda-To think this is stealing?

221 replies

pumpkinsweetie · 28/05/2013 07:27

Shopped with Asda online for many years and i wake up this morning to find they have taken my payment twice.
I am absolutely livid beyond belief they are allowed to do this.
I know i will get the money back eventually, but they have taken my bank into the red aswell. I phoned the bank and they said Asdas have only just started doing this and i could be waiting up to a week to get my money back.
Aibu to think this is stealing and that i should have been pre-warned when ordering that their policy had changed?
Just feel robbed this morning and now my family's trip is ruinedSad

OP posts:
PutOnAHappyFace · 28/05/2013 07:35

They took my money and didn't deliver my order, took me 5 full days to get my money back and that was calling every asda number I could find.

I will never shop there again.

BeckAndCall · 28/05/2013 07:42

You must have misunderstood the bank - it can't be policy to take your payment twice.

It must be just a mistake, not stealing, and they will rectify it. But you should get them to pay your overdraft fee too. And give you some vouchers as a 'sorry'.

Groovee · 28/05/2013 07:43

I know numerous people who have had this done. It's been happening for years!

Original poster
pumpkinsweetie · 28/05/2013 07:47

It's in a holding bank, according to the man at the bank it's to cover the shortfall until the payment is made. I have never had this before but it has opened my eyes up and i won't be shopping online again.
They took my payment and then a slightly higher payment was taken into the holding bank.
Not a happy bunny, but will note it down to experience and not be as stupid again.
To make matters worse their line is closed and the email i received from them was the standard "we will get back to you within the next two days" Two days, i wan't to hear from them now and i want my money back today. They can take money easily that isn't theirs so they should be able to pay it back bloody quickerConfused

OP posts:
VBisme · 28/05/2013 07:52

Asda used to process the till rolls twice regularly in the 89s, my mum went livid Angry

iamadoozermum · 28/05/2013 08:02

You might be interested in this blog by the Which? Magazine people. ASDA were supposed to sort this out last year, but obviously still haven't Sad Which? blog

chocolatebee · 28/05/2013 08:02

They did the same to me 3 years ago. We only went to Asda as they had the Birthday Cake DD1 wanted for her birthday and they had the drinks she liked best.

ASDA said it was in their terms and conditions. They take a "holding fee" the night before your shopping is due then they take the full price as they deliver your shopping or something like that, I've had no sleep and very tired, it apparently takes 7-10days to get back. Luckily when we had it done to us we had enough, but DD's birthday weekend never happened until much later.

I switched to Tesco as they only take £2 then refund or it goes off the shopping total.

fuzzypicklehead · 28/05/2013 08:04

Well that certainly puts me off shopping there...

HariboAndWine · 28/05/2013 08:08

I'm eith you op. I can't believe that it's even legal! They must have lost a lot of customers over this

Original poster
pumpkinsweetie · 28/05/2013 08:08

It just couldn't come at a worser time either as my dc are on half term and every thing i planned has now gone out the window and now we are stuck indoors or to the park as can't afford much. I bet they won't even offer me a goodwill gesture, considering they cant even be arsed to get back to me within a suitable time frame.

OP posts:
HariboAndWine · 28/05/2013 08:08

*with

Original poster
pumpkinsweetie · 28/05/2013 08:09

Well they have lost me haribo and shame is, i loved their food and other bits too. I was even going to buy the dc uniform from there, but now i won't bother in fear of them robbing me blind again!

OP posts:
tungthai · 28/05/2013 08:15

I don't understand. What is a holding fee and how can they justify it?

HappyHippyChick · 28/05/2013 08:16

Wow, having read that Which link I will NEVER online shop with Asda - what a nightmare.

Hope you get it resolved soon op.

Original poster
pumpkinsweetie · 28/05/2013 08:18

There phoneline is still closed and they still haven't emailed me back so haven't a clue how they justify it as in my eyes it is stealing. Taking money without my knowledge from my bank overnight, but funny how their phone line is closed but they still have time to steal from peoples bank accounts. I'm trying to calm down, but i am so angry to wake up to this, this morning when i should be of to the zoo.
What makes it worse is that there is no contact

OP posts:
ShadeofViolet · 28/05/2013 08:19

I had this happen to me once, plus once in store when they said the payment hadnt gone through so I did it again.

At the time I was told it went into a holding account, and that they only authorise one payment, but that the other one gets bounced back, but it can take up to 5 days :(

diddl · 28/05/2013 08:20

Holding fee?

Why don't they just take out the value of the shop the night before??

HariboAndWine · 28/05/2013 08:20

Hope you manage to get it sorted soon pumpkin. In the meantime I will certainly be spreading the word to all and sundry.

Original poster
pumpkinsweetie · 28/05/2013 08:23

Well that's what they normally do diddl, but this time they have done different without my knowledge, no pre warning, just took it and what's worse is that they had my original payment on the day my shopping come which was Friday. I really don't understand how they can justify taking my actual payment then trying to take moreConfused, completely puzzled and angry

OP posts:
Original poster
pumpkinsweetie · 28/05/2013 08:25

Wish i could haribo, but their Fb page isn't open like others so i can't spread the word iyswim. Will keep bumping this thread so all mnetters know what they are letting themselves in for shopping with Asda's, not to mention telling all my friends and family in the meantimeGrin

OP posts:
AmandinePoulain · 28/05/2013 08:25

Don't be put off online shopping completely though - I've used Tescos for years and they've never done this, it's only Asda that I repeatedly hear of doing it. How they are still getting away with it I don't know!

What time do the phones open then? Because we get our shopping on a Sunday evening generally and whenever I've had to phone customer services with problems (and very minor ones compared to yours, it's usually to ask them to post me a petrol coupon because they always forget to include one) at say 9pm on the Sunday they are still open. Switch to Tescos!

StuntGirl · 28/05/2013 08:27

I was ready to come on and say you were over reacting to a simple mistake but having read that Which? blog I am astounded that the supermarkets and/or banks are allowed to do this (not really sure whose at fault from it, it seems ridiculous on both sides).

Shutupanddrive · 28/05/2013 08:28

This happened to me too, I got my money back a few days later. No apology or even a reply to my angry email. NEVER again! Angry

HollyBerryBush · 28/05/2013 08:28

Is it not in terms and conditions? (just asking)

diddl · 28/05/2013 08:30

TBH, you'd think (in the 21st century) that it would be possible to authorise the payment when the goods are delivered-and indeed alter if items are sent back.

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