To complain about this online order?

[Lioninthesun]

I ordered my daughter a dolls house today from an on-line shop (well known). I thought it sounded like a brilliant deal - £70 and included in the description
" Features:
There are 4 themes of furniture supplied with this dolls house - bedroom furniture, living room furniture, bathroom furniture and dining room furniture. These can be arranged into multiple configurations so your child can have a new dollhouse each time they play with it."

Now, was I wrong to read this as that it comes with the furniture? It says 'supplied with this dolls house' in the above, which surely can only mean one thing?

I received it today and no furniture and looking on line I see they are charging £24 extra for the furniture and dolls for the house as a separate item.

I have put in a complaint as I feel the language is very misleading and have asked for what is stated as included, as far as I can see, on the original description. AIBU?

I shop with Asda at least twice a week and will NEVER shop with them again if this is how they treat their customers.

I have emailed that address and CC'd the customer care one given by ASDA Girl. I put all links in - original listing, current and a link to this thread. Here's hoping he has more common sense than his Customer Services.

I've retweeted someone's link (hello if it's yours) will also can't act them on FB see what they say from there. #keyboardninja! :o

We shop there every day. Not any more unless you sort it out Asda.

Gosh what terrible customer services by Asda, making a mistake, not admitting to it, and not trying to fix things in a decent way. :(

Unbelevable!! I was just going to start doing an online grocery shop with them, but the response you have received from them has put me right off Grrrr!!!

[unimpressed emoticon]

They should send you the furniture they said was included and compensate you for the stress caused by their crap and unfriendly customer service.

But it is Asda, what do you expect from a supermarket where there are rats running under the aisles, and where staff pick up loaves of fresh bread from the floor and put it back up on the shelves in their in store bakery. (Asda on the A3, London)

This is terrible! I cannot believe they are trying to wriggle out of it!

I will tweet too if you like :)

Thank you everyone . If there is a link to anything on FB please share it as I will be able to be more active on there!

Can't post on their FB page unless it's a comment under one of their posts.

I'm going to head to Twitter and find the link to RT xx

I have tweeted

Hoping they sort it out for you.

Generic response from customer services and my email below, sent to them and CEO.

"Hello,
Thanks for getting in touch, your message has been sent to our customer service team who’ll get back to you as soon as they can.

Regards,
The ASDA.com Team

Receipt for (4194)
On 01/10/2013 you wrote to us:
Dear Sir,

I understand that you are a very busy man and so will keep this brief.

See here your product description of the above, noting the furniture 'supplied' under the Features header tinypic.com/r/11sf8nk/5

See here current listing, notice omittance of previous wording, as changed today around lunch time
direct.asda.com/Traditional-Pink-Wooden-Dolls-House/000743774,default,pd.html

Your customer services called, denied the wording was misleading and breaking the trade descriptions act of 1979, did not apologise and said that if I wanted a refund I would have to dismantle the House and present it to a courier in original packaging. No apology.

Please see this thread on Mumsnet for further information and my discussion with trading standards www.mumsnet.com/Talk/am_i_being_unreasonable/1868453-To-complain-about-this-online-order?msgid=41959709#41959709

I hope to hear from you soon so that I can restore some trust in ASDA as a family name.

Yours sincerely,
"

I cant find the tweet, what is the hashtag please? :)

I can't find it

I just tweeted under @asda. I'm not very good at twaatting!

Shooting themselves in the foot again, maybe they are too busy dressing up as mental patients!

That doll's house doesn't look worth £70, the description implied furniture would be included and now they've the wording. It makes me less inclined to shop there - I happily pay extra for good service.

I just tweeted @asda too

I also ran out of room so couldn't add a hash tag

Asda cocked up, their rapid change in the wording of the ad indicates they knew they had cocked up and now they want to backtrack as quickly as possible.

Poor show by Asda really, I'd suggest that angering a website mostly populated by Mums who will shortly be Christmas Shopping and gift buying isn't the way forward...

I'm already boycotting them due to their poor treatment of another mumsnetter a few months back.

It's telling that they have changed the wording, isn't it?

Go OP!

Do they approve tweets with @asda in them because mine isn't showing

Thanks again everyone, it means a lot to know I have your support.
I'll let you know as soon as I hear back from them. Was hoping I'd at least get an apology before the end of the day today, but not looking likely at nearly 5:30pm.