To think it will be a cold day in hell when I get shopping from Asda again

[GerbilsAteMyCat]

I know everyone makes mistakes, we're all human, but what is important is how we fix those mistakes.
Over 2 weeks ago, I placed an order for home delivery with Asda, they called 5 minutes before the delivery window closed to tell me they did not have enough drivers and so could not deliver. They said they would cancel my order but offer me free delivery and £5 off. They talked me through how to reschedule yhe order. I understood, these things happen and I followed their instructions and had my shopping delivered the following day.
A few days later I noticed my bank account was low. Asda had not knly taken the money for the redelivered order, but also the order they cancelled.
I called them. They were apologetic. They would look into it. They did not call me back. So I called again. Yes, they realised they had made a mistake, I would have my refund within 3-5 working days.
The refund did not come.
So I called them. Oh yes, your bank is holding it they said. No, my bank is not. Oh sorry, your bank is not. You will have your refund within 3-5 working days.
I called again, asked to talk to a manager. Manage was supposed to call me back.
They did not.
I tweeted them.
They said they would get back to me.
They did not.
I emailed them.
They said they would get back to me.
They did not.
Today I rang again and stated I would be going to the police. It turns out their customer service department had been waiting for the store to call me.
But hey! The store did not.
They finally called the store. My refund is due within 3-5 working days.
No apology.
Asda, you suck.

I'd suggest writing to them to say that if your money is not returned by, say, Tuesday, you will be suing, and you will claim interest and costs.

Icimoi, you can't claim for costs as the amount if shopping falls within the small claims track. It would cost money to issue the claim so OP would be very much out of pocket.

If not massively inconvenient to you, OP, could you pop in to the store - having a face to face might be more fruitful?

Yanbu. I stopped shopping with Asda when the special offers shown on their website weren't applied to the shopping. My delivered shopping was £30 more expensive than what I thought I checked out. Incredibly rude when I politely phoned to query it with them. Bastards

yes, they suck. I used to love them, but they failed to deliver my last shop, failed to contact me to redeliver, and didn't apologise when I had to chase them four times to see if it was coming.

Hope your refund comes through soon OP.

I've had problems with "click and colkect" since December, my local store isn't keeping the items for 14 days, they seem to be making it up as they go along, without explanation.

I've also stopped shopping there.

Write to the CEO.

I find it's the only way these days.

The brilliant results I've got when I've approached the CEO means that's the way forward for me and the good thing is, they've never been easier to contact

Here he is
ASDA UK

Mr Andy Clarke Chief Executive

Email [email protected]
Telephone 0113 826 2029 (Direct)
Switchboard 0113 243 5435
Fax 0113 241 8666
Website www.asda.co.uk
Social Media

Postal Address Great Wilson Street, Leeds, LS11 5AD, UK
Company Number 01396513
Company Status Active (Established 27/10/1978)
SIC Code 70100 - Activities of head offices

See also Customer Services
Companies House data for UK companies from 01396510 to 01396519

Related lists UK Companies
Update

In fact all of you that have had a problem with asda, contact him. Mention MN thread too. It's the only way to make change happen.

I won't use Asda again and I haven't for years and it's for a very shallow reason that I'm embarrassed about as I feel guilty I feel this way but the driver they use for my area has/had he might not work there anymore had the most appalling personal hygiene and it totally put me off, I tried a few orders thinking I might get a different driver but it was always him

They are notorious for taking grocery money twice, more times even.
I phoned customer services (in south Africa) to query if they had updated their system to not do it.
Lady had no answer for me (and although polite) was certain that was "just the way they work"

Oh well. Tesco will continue to get my money. I know they are a villainous company in many respects but l can't fault their grocery shopping.

I hope you get it sorted soon.

I used them twice and both times they let me down.

I would write to Asda head office and ask for a significant goodwill gesture.

I had a problem with Tesco and they basically gave me £75.

Glad and sad I'm not alone!
They have £60 of my money!
Thanks Dowser for the CEO's details. I will send him an email/letter. What made it worse was after hearing it was the store at fault I tried to ring the store. Tried 3 times and couldn't get a human to answer.
I've had home delivery from Tesco and Sainsbury's and never had an issue.

They cancelled my Christmas delivery the day my guests arrived. Haven't used them since.

drbonnieblossman, you can claim your court fees which is what I had in mind.

I've heard about far too many instances of them taking money twice to use them. Sainsburys are very good for online shopping.

I stopped because they were replacing nearly half the shop at one point, delivery was always late without fail and offers where hardly ever applied. I tried saying no replacement and I only got half my shopping. I tried taking back replacement to my local store and was told they had to go back to the store in town as they didnt carry those product SKU's.
Gave up - Ocado all the way, always perfect, always on time and some good offers.

Ring the store and dial 201, you'll get the duty manager.