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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

What the hell can I do about this?! (Asda delivery)

80 replies

Counttheshadows · 25/11/2015 08:46

Ordered a home delivery shop yesterday to arrive today. I'm having some problems following my c section 3 months ago, and I just couldn't face carrying shopping etc as my stomach is quite painful.

Just had an email to say the order has been cancelled and to phone to ask why. So I did, and they've said "the bank never got back to us in time to secure the payment". The money was there, I made sure of it before I ordered, but now it's not showing in my bank, so I can't even go shopping now!! There's no food in the house, so what the hell do I do?!! Asda say it's nothing to do with them. Can't even phone the bank cos it's dh's card and he won't be able to phone until after work now.

I feel so low this morning and have been very tearful anyway, and this has just tipped me over the edge :(

OP posts:

CocktailQueen · 25/11/2015 09:40

Asda has form for this - the whole 'ring your bank and get a code' thing sounds awful - wtf do they need that? I'd change and use Tesco. I've been using them for years and never had a problem.

Asda cancelled my sister's huge shopping order on XMAS EVE last year for some crap reason. And then wanted to rearrange it for 29 December! She hasn't used them since.

Hugs, OP, and hope you get it sorted. Where do you live?

Baconyum · 25/11/2015 09:40

Have you been on social media yet to shame them? Inc fact you're getting fobbed off from talking to a manager and considering getting police involved!

I'd be absolutely livid in your position.

Sorry for your loss

ohtheholidays · 25/11/2015 09:41

I'd tell him your sharing about the awful service you've had online with many other familys and that if he doesn't put you straight through to a manager your going to share how awful you've been treated on every single public forum that you can online.

I bet his manager wouldn't be pleased to know that he'd had a hand in causing that

SleepIsForTheWeakAnyway · 25/11/2015 09:42

You were lucky to get an email cancelling. They cancelled my order (for my ds's birthday cake and party stuff) without telling me whatsoever. The call centre was shit and tweeting them were shit too. They wouldn't know customer service if it hit them on the arse. Asda is blacklisted in this house.

Sorry, no practical advice. They really are a bunch of bastards who go out of their way to be as unhelpful and obstructive as is possible

catfordbetty · 25/11/2015 09:42

I take it your husband works in a school. Morning break will be 11ish. Ask the school office to give a message as soon as he's out of lessons.

Original poster

Counttheshadows · 25/11/2015 09:43

I'm a bit confused about that message from MNHQ? I haven't asked for anything from anyone I was just looking for help to get my money back. Does it mean someones reported my thread or something?

I have no family or friends near me to bring me anything, and we don't have a credit card. I will try and borrow money from someone and try and get to a shop.

OP posts:

Gladysandtheflathamsandwich · 25/11/2015 09:43

Whereabouts are you? If you are near me then I would happily pop round with some nappies and grub for you.

Original poster

Counttheshadows · 25/11/2015 09:45

Oh, and the person I just spoke to said the person who fobbed me off about a manager will be "called into a meeting"..yet she wouldn't do anything else/let me speak to a manager either. Apparently if I want to complain, I need to send an email. But how does that help me NOW?? All they keep saying is phone the bank, phone the bank.

I'm such an idiot for using dhs card :( I was ordering and there was nothing in my account but he had money in his so I said I'd just use his as it's easier than transfering it etc - didn't imagine there would be a problem as we've done it like that before. I feel so bloody stupid now.

OP posts:

Baconyum · 25/11/2015 09:50

You're not stupid! I wonder if calling the bank and seeing if they can get onto asda would be an idea?!

Appalling customer service!

MNHQ I also don't understand why that MN post is put on EVERY POST that is about someone struggling financially?! It's patronising and insulting when the op hasn't asked anyone for anything other than advice!! It's becoming more frequent.

ItsAllGoingToBeFine · 25/11/2015 09:53

Because this:
Whereabouts are you? If you are near me then I would happily pop round with some nappies and grub for you.

Would you go round to s strangers house?
Would you want a stranger to come to your house?

thebaelishmockingbird · 25/11/2015 09:54

Are you phoning the store or are you phoning the customer service number that gets you through to the call centre? I'm not sure if it is the same as ours as we live by a massive massive asda but when we had problems with them over delivery I Google the store number, did not press the customer service option but pressed one of their other options and gave them a mouthful until they went and found me a manager. It was then miraculously sorted in 30 minutes. Could you try that ? I will never use them again for an order though they are shocking.

var123 · 25/11/2015 09:57

will your bank allow you to go overdrawn until this is resolved? Can you buy groceries and write a cheque?

Original poster

Counttheshadows · 25/11/2015 09:58

But the whereabouts are you was posted after the MNHQ message.

I'm ok though, I'm sure I'll sort something out! Just wanted advice on what I could do to get my money back :)

OP posts:

Baconyum · 25/11/2015 09:58

Itsall

1 MN posted before that post

2 yes I'd help someone in need and I have helped people on MN and elsewhere but I'm not stupid and know how to act safely (being an adult and all)

3 pointless as it's insulting to good people and won't stop the bad 'uns!

BeeePeee · 25/11/2015 09:59

Can you afford to order a take away for lunch so you at least have some food? If you've got any friends who live nearby I'm sure you'll one of them Would bring food and nappies if you asked under the circumstances.

Baconyum · 25/11/2015 10:00

Good idea to call the store. If possible and you're up to it head there in person! I'm sure a tearful new mum there regarding a missing order for which the money has been taken from bank will REALLY enhance their brand rep!

I'd also be happy to tweet/fb asda in your support.

MistyBells · 25/11/2015 10:00

you're not stupid! Asda are absolutely bollocks at customer service.

Get your dh to ring as soon as he can (I appreciate this is hard with his work though). Do you want to say where abouts you are OP? Just in case we can help at all?

OhPillocks · 25/11/2015 10:02

Of course MNHQ have to post their standard comment. If people come online and say their are skint then someone invariably offers them money or goods. It's lovely when people do that however there is no way that you can tell who is a scammer and who isn't so you either have to have the warning on every single 'I'm skint' thread or none of them. There is no need to feel insulted by it.

OP, it's only a couple of hours before you can speak to your DH - hopefully he can sort this out for you.

Hope you feel better soon.

bruffin · 25/11/2015 10:03

It is bollocks. Asda have your money. I have been through this.

That is not true. The money is in a holding account between the bank and asda. I have been on the other end of this and we did not have the money.

Baconyum · 25/11/2015 10:04

Well the money's somewhere and it's not in ops dh bank account! And given several posters have said this is a problem only with asda then I think it reasonable to assume asda have done SONETHING wrong!

HackerFucker22 · 25/11/2015 10:05

Asda used to have some kind of weird policy that you need double the amount of the cost of the shop in your account? I don't know why or of this is still the case but I know my sister had a big delivery for a birthday party cancelled due to this.

I have used them once and never again. Morrisons all the way for me.... online shopping and delivery modelled on Ocado but they are much cheaper. Have used them weekly for a year and only had an issue once (broken bottle of wine. Refunded the wine, other stuff in the bag - which was all sealed so I washed and kept it - and given a £10 voucher)

ImperialBlether · 25/11/2015 10:09

I think Twitter is the way to go, OP. Set up an account if you don't have one and send a message to Asda. They really hate adverse publicity and should help you get sorted out.

ItsAllGoingToBeFine · 25/11/2015 10:10

But the whereabouts are you was posted after the MNHQ message.

Apologies, I wasn't treyimng to say that post was what triggered the MNHQ warning, its just that this type of thread always attracts that sort of post. MNHQs post is neutral and non-judgemental and TBH, from what I've seen in here people do need reminding that MN is the internet, not sat in your front room with your mates.

OP ASDA are twats. I have seen this happen on here many times. You can possibly ly get the money back sooner, but it is a whole world of pain. Did I mentioned ASDA are twats?

It sounds from your post that the more immediate problem is the food/nappies rather than the money. Do you have any random freezer food left that you can eat until Dh goes home? If you are going to run out of nappies do you have any old towels/sheets etc you can use? Is there anyone you can phone for a chat - friends? Family? You will survive this

AnchorDownDeepBreath · 25/11/2015 10:13

Do you have any income in the next few days? Ocado usually take money after delivery, but only a day or so.

Original poster

Counttheshadows · 25/11/2015 10:14

We def didn't have double the money in there, so maybe that's the problem? Shopping was £63 and there was £66 in the bank. That would be really stupid though if that was the issue.

I will try and phone the shop in a min, dd has been so good on her play gym for well over an hour while I was on the phone and on here, but she's had a little meltdown and been sick as well, so will sort her out first.

Thank you v v v much for all the advice. I really do appreciate it all, and it's helped me that so many of you understand how I feel, because I was worried I was over reacting. Thank you also to the poster who said it's not my PND that's making me so upset over this, that's helped me feel like I'm not being unreasonable.

OP posts:

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