Active discussions

Meet the Other Phone. Child-safe in minutes.

Meet the Other Phone.
Child-safe in minutes.

Buy now

Please or to access all these features

Talk
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:
Original poster
pumpkinsweetie · 28/05/2013 13:11

Your mum they don't, haven't had an email back from the ceo or the normal email address and their phoneline has been busy all day-shameful!!! If they don't have time for decent service, don't create a large store and employ egits

OP posts:
Original poster
pumpkinsweetie · 28/05/2013 13:13

Very good work quote i would hate to think this could happen to people with worse circumstances than myself, especially foodbanks of all places. The needy would have no where to turn to Sad

OP posts:
Viviennemary · 28/05/2013 13:17

I've seen a thread before about Asda doing this. It does put me off ever using them for online shopping.

LineRunner · 28/05/2013 13:20

Never, ever am I online shopping with Asda, after what I read on MN.

The actual stores are bad enough. So many products are more expensive at the till than they are marked on the shelves.

Asda are shit.

LineRunner · 28/05/2013 13:21

Oh and the last time I emailed the CEO - that Andy Clarke bloke - I received a reply saying the store manager was going to sort it out and contact me - and months later I am still waiting!

JenaiMorris · 28/05/2013 13:24

I have seen several threads about this happening, and the impression I get is that it's ASDA who are the main culprits. I don't think any other supermarkets use the same system.

People have also had issues shopping in store, with two payments being taken at the checkout.

On this basis I won't shop with them. There are plenty of other supermarkets with whom to order on line, and the rest seem pretty OK.

Lolapink · 28/05/2013 13:25

They took my money, and only delivered half of my shopping. I had to wait for 4 weeks for a refund after numerous phone calls. I will never use them again.

LineRunner · 28/05/2013 13:27

The in store customer service desk at my local Asda is two women gossiping while a massive queue builds up.

enormouse · 28/05/2013 13:28

This happened to me and DP. We ordered shopping plus a babycarrier. The took out the money for the groceries +carrier. The carrier was out of stock so they charged us again for the groceries. Instead of just refunding the value of the carrier. It took us an entire day to sort out and put us off shopping online with them for about 6 months.

LineRunner · 28/05/2013 13:31

They are not even that cheap.

noxius · 28/05/2013 13:32

This must be a huge problem. I see threads like this about Asda all the time. How awful for you, OP. I hope you can get your money back more quickly.

I won't shop with them because the service is rubbish e.g. soaking wet shopping, indifferent customer service. They let us down before Christmas with shopping, took days for them to refund the money of course, fortunately we were able to cover it, but it's not fair. Sainsbury's (our main shop anyway) came to the rescue for the missing Asda order.

Original poster
pumpkinsweetie · 28/05/2013 13:33

Now managed to phone them, complete waste of time and got continually told this is normal bla bla bla and that i have to wait 10days. Didn't offer me a dime, just excuses and that pilock Ceo still hasn't contacted me, neither has their normal email personel.

Asda you are Shit, with the empahise on capital S for Shit.

Might aswell had been talking to myself with the silly phoneline personal who repeat crap over and over. Bloody thieves

OP posts:
JenaiMorris · 28/05/2013 13:39

I don't think this is theft btw, unless the mass of cash they have in this holding account is there to make them look healthier than they are; in which case they are potentially on didgy ground, public accounts-wise. I'm quite sure their legal team are well aware of Sarbanes-Oxley style corporate governance however.

But it is very, very shoddy and it demonstrates utter contempt for ASDA's customers.

They know that people are going to be left high and dry by this and clearly don't give a flying fuck. The bastards.

hellsbells99 · 28/05/2013 13:39

This is unacceptable. I cannot believe they are so crap. I use Sainsbury's online and they never have done this to me. I certainly won't ever use Asda - thanks for the warning

ReluctantBeing · 28/05/2013 13:41

Asda did that to me once. It was when it was snowing, and a delivery never showed up, despite their delivery to next door arriving. They took the payment twice and it took a lot of phone calls and arguing to get it back. They claimed they did deliver.

Original poster
pumpkinsweetie · 28/05/2013 13:41

Can someone link this to twitter please, haven't a clue when it comes to twitter lolGrin

OP posts:
JenaiMorris · 28/05/2013 13:42

told this is normal bla bla bla and that i have to wait 10days

No. It is not normal. Normal for ASDA maybe, but oher firms do not operate this way.

Val007 · 28/05/2013 13:44

I've been online shopping with ASDA for ages and it has NEVER happened to me... Confused

enormouse · 28/05/2013 13:46

I'll tweet the link to their Twitter page, pumpkin

OnFoot · 28/05/2013 13:47

Small comfort to you but at least you've the satisfaction of having cost them some custom! I've shopped online a lot with Ocado, Sainsbury and Tesco and never had this happen. Having read this, I won't even use Asda shops in future, let alone the online service. Thanks for the heads-up.

Sorry this has happened to you, it is certainly not standard practice for other online retailers - I don't drive and do loads of shopping online, from all sorts of retailers.

meganorks · 28/05/2013 13:49

On a smaller scale I rarely shop in store at asda without finding some kind of mistake on my bill - offers and reductions not put through; things rung through twice. Used to shop there more often and would read my receipt while heading towards customer services where i knew I would inevitably end up.
Sounds like online is even worse. I hope you get you money back quickly and they compensate you. Last time they over charged me I got 2 quid credit even though it was for a much small amount. Unfortunately only time that has ever happened though, otherwise I'd be loaded!

HalleLouja · 28/05/2013 13:50

Twitter

Original poster
pumpkinsweetie · 28/05/2013 13:53

Thankyou enormouse x

OP posts:
quoteunquote · 28/05/2013 13:59

Pumpkin

I've had two massive thank you back, Thanks Thanks which they said to pass on, neither knew about this problem, and can't really risk happening,

Food bank are now passing email others, as is friend to other schemes, so I think you may have done some real good.

Very shitty way to do business, we would have no customers if we behaved like this, Asda clearly don't care, so I guess warn as many people as possible,

I've stuck it as a warning on FB, student son uses their delivery, as do his friends and they really cannot afford for that to happen.

It's been shared seven times already, and I have a few comments, one of which says they had this happen, and no longer risk it, apparently if you do go in to the shop use cash, never a card, and don't do online.

DamnDeDoubtance · 28/05/2013 14:01

This happened to me a couple of years ago. They explained it to me as they take the 1st payment exactly to match the amount you spend online and the second is a ghost payment taken on the day. Howether as they have a hold on your funds you cannot use it. I phoned my bank and they canceled the second ghost payment so I could access my money. I had the same problem ordering online with Early Learning and again my bank canceled the second ghost payment.