To be really cross with Asda!

[ToTheGups]

I placed an order with Asda for delivery today between 7am and 8am. In the order I had all the items for my children's packed lunches for school today. I was cutting it fine, I start work at 8.20am but if they were on time I would have JUST made it. Kids go to breakfast club at school.

8.15 no sign of my delivery. I ring customer services who tell me there is a technical fault at the store. My order would be delivered but they were running late. No idea of timescale but someone from the store would call me back.

8.30 No delivery or phone call. I had to send my eldest to the local shop to buy the stuff for packed lunches. Youngest goes to preschool so no option of hot dinners for him.

8.38 I try ringing back to tell them I had to take the kids to school. I was cut off after 5 mins on hold.

8.45 I have to go out and take the kids to school and go to work. I am already late for work by this point. I ring them again on the way (walking). I was cut off again.

9.04 I spend half an hour on the phone to customer services who tell me that because I went out they would cancel my order. After much complaining he said they could re-deliver tomorrow between 12-1. I offer to collect instead. Great next town over he says, tomorrow. After much more complaining he finally agreed to re-deliver tomorrow between 7 and 8am. As if they were doing me a favour! Then he adds a £5 voucher to my order as if that makes it ok!

I was late considerably late for work.
I was out of pocket for the replacement packed lunch items.
I will be out of pocket for tonight's dinner.
I have spent almost an hour in all on the phone trying to sort their mess out.

Delivery costs £4 anyway so AIBU to think that a £5 e voucher just doesn't cut it. They weren't even apologetic! It was as if it was my fault for going out. Never mind that I went out 45 minutes after the end of my delivery slot!!!

I don't think customer services have done anything wrong, they've tried really hard to help you.
You can't just go pick up your order, it wouldn't be there as yours is on the truck.
I don't know about asda but tesco once a delivery is cancelled, the money is automatically refunded and has to be taken again, i don't know if asda works the same.
I think you should have planned things better, arranging it to come the morning you are leaving and need the items for kids food i think yabu. There are always things that could go wrong, traffic jams, van break downs etc.

Well it seems I am Unreasonable. I concede to the majority rule and have calmed down now anyway.

It's always good to have a rant

They are going to take payment again aren't they? I can just see it coming. They took payment this morning for the original amount but they have since applied the £5 evoucher . when they deliver tomorrow will they take payment again and just leave the original payment in their holding account to be refunded to me in x amount of days?

You have my sympathy - I'm still waiting for my Asda delivery which is now 5 hours late! On hold with customer services for 2 hours trying to sort it. Still no information / apology or update.
I'm waiting desperately for nappies - got a couple which will be used through the night but don't have enough for the morning / nursery drop off. I never normally get this close to running out but we've been hit will illness so nappies have disappeared quicker than anticipated and not had any chance to replenish.
Rubbish customer service.

Asda delivery ok, but had a big problem with click and collect. I arrived and no one in the van so I parked and got a couple of things in store.

Back to the car and drove over to the van, still no one in it. Went into customer service and asked for assistance. They tannoyed for someone and I went back to the van to wait. Waited ten minutes and went back to customer service, very cross. Asked for a manager who came, made a phone call, and ten minutes later (after lost keys were found) escorted me to the van with the promise of a voucher onto my account. 4 days later still no e-voucher so I phoned the store general manager and complained. She was aware of the incident, apologized and said she'd sort the voucher.

Two days later there were two vouchers in my account, one for £10 and another for £20. £30 total.

No I didn't report to Asda that I'd received two vouchers.

Well they are late again! I am on the phone to customer services. 7 mins so far.

Did you eventually get your order Flamingpie

Well they are still having technical problems. Someone from the store will ring me but they think they are running about two hours late.

Again no one has contacted me.

I'll bet 'technical difficulties' are ASDA booking in more deliveries than they have staff available to fill at this time of morning!

Try 0800 952 0101 as well as 0800 952 6060. I got through on the first number yesterday. Customer Service were not very helpful.

I received two emails yesterday explaining that there were technical difficulties and a £20 e-voucher.

Did you get your shopping Angee29?

I have spoke to the store and they have confirmed that my redelivery hasn't actually been booked so I won't be getting any shopping today either.

Yes I did, I re-booked it for today between 7-9am. Thank God it came.

Well they have taken two lots of money and I still haven't got any shopping. I have had to take a day off work for this too. Unbelievable really and still no communication from the store.

I can't handle Asda online; their substitutions were beyond crazy twice so I switched to Ocado who have never let me down or done mad stuff. And their drivers are so, so lovely, and customer service second to none (they gave me three bags of free shopping because fabric softener had spilled on the outside of the carrier bags (nothing damaged inside, no complaint from me, driver logged it and they issued the partial refund).

After literally hours on the phone today they have admitted that all orders before 11am have been cancelled. Apparently I will get my money back in 7 - 10 days.... The money that they have now taken twice.

Anyone still think I am being unreasonable to be cross?

I spoke to my bank and I can get my money back by the close of business if Asda fax confirmation that they won't be taking the payments that the bank has pending. Easy enough you would think!

I requested this fax yesterday and was told it would take 3 - 4 hours.
I requested it again at 9am this morning, still no sign of it.

I can't believe they have taken payment twice but are making it so difficult to get it back.

According to your OP you spent 30 mins at work phoning and chasing them up.

How did your employers feel about your use of the this time?

My employer is very understanding and outraged on my behalf. I have spent at least a further 2 hours on the phone to them during work time. Funnily enough I can still work whilst listening to the jaunty tune of Asda's hold music.

Late to work, long phone calls during work time and a day off work.... all for shopping? Wow, your employer really is understanding

YANBU about the customer service, that is dreadful. I would just use click and collect from now on if I were you, I doubt your employer will remain so understanding if this keeps happening

My employer is very understanding

You are very lucky OP

YANBU - we have used Asda, Tesco, and Sainsbury for online shopping and Asda is the only one we have ever had problems with.

Honestly? Seems like a really silly time to have food delivered.

It's not as if the op is demanding a service asda aren't offering!

Morning ToTheGups. I am really feeling it for you. The fact is it wouldn't have mattered what time your shopping was supposed to be delivered as there was technical issues on that day. My driver told me the drivers all went home at 1pm on Monday.

The issue is your refund and Asda Customer Services. I have had Sainsburys in store and another company debit my account twice on the same day and I can understand your frustration as you were probably being passed back and forth. So this can happen anywhere with any company.

I think what you are waiting for from Asda is called an authorisation code and you need that for the Bank to release the payment back into your bank account, as an available balance. Believe it or not this can be reversed on the same day of the original transaction.

Please send an email to their complaints department as well, as Asda inconvenienced you by not sending out your shopping on that day and the next and left you in a position (I'm assuming) to not purchase your weekly shop to feed your family.

Imagine, for example if your shopping came up to approx ??100 a week and they decide to debit that twice from your account. Who has that type of money.

As I have said before, it has happened to me in store a few years back and when they went to debit my account the second time my card declined as I did not have sufficient funds. Another example was a local shop debited my card twice and I only saw this because I checked my mini statement.

Good luck!!!!

Who feels it knows it xxx

partialderivative MissDuke I know how lucky I am with my employer, I have posted several times praising the company I work for and in return I am a loyal employee who works hard and goes the extra mile when necessary, always graciously and I am happy to do so. It really works both ways when you have an excellent relationship with your employer.

Thanks Angee29 The bank have been great about it and have confirmed that as soon as I get this fax from Asda they will drop the funds back into my account. It is just trying to get Asda to send the fax.