Fuming (over something trivial)!!!!!!

[MuggleMummy]

So, I had a Asda delivery yesterday and it was late so I called them this morning to get a refund of the delivery charge (as I was told yesterday I would get one).

So rang up and was told no I can't have one. As it was only 13mins outside the delivery slot (and "that wouldn't affect my day") and it was due to a technical fault (not because of the delivery driver.

The lady on the phone basically refused to pass me to a manager and said she didn't think I was entitled to a refund, but I could call the number back and speak to someone else and maybe they would give me one. Basically she personally didn't think I should get it so refused!! She refused to give me her surname! I was gobsmacked!! Surely there should just be a general rule in place, not up to each employee to decide who is deserving of this? I don't even really care about the £4, but the attitude was shocking!!!

AIBU? WWYD???

Sorry for any mistakes....typed quickly on phone!

If the contract says you will get your money back if they don't deliver in the slot then you should automatically get your money back. They must have a record of when it was delivered.
You shouldn't even have to ask. It should be credited back to your card within x working days.
I hope that's a freephone number you're ringing or they will be making it back from you. Maybe that's the real policy...

I would expect my money back. This is not a small company, they sell their online delivery service as fitting in to time slots, and if it doesn't work, they should rectify it.
I have had issues with customer service at Asda. I agree with you that they don't seem to care about their customers at all. I would go higher if I were you.

YADNBU! You paid for a service - you didn't get the service. They should automatically refund out of courtesy - I wouldn't expect to be arguing with customer services about it. I only ever use delivery when I am really pressed for time so I'd be a bit pissed if it was late.

I couldn't get too het up about 13 minutes but actually the attitude of the person on the phone would have naffed me right off and made me dig my heels in - try another person and you might get a refund? Either you should get a refund or you shouldn't.

As an aside - Ticketmaster call centre staff give you their first name and an employee number, all call centres should do the same.

I had similar with Tesco years ago. The delivery was about 30 minutes late and had loads of substitutions/missing items. It was a waste of time getting it. At that time I used to spend a fortune in Tesco, roughly £150 a week (this was about 8 years ago, so a lot of money). The "service" charge was £5. I rang customer services and got a very unpleasant person on the phone who refused to refund my charge. I then contacted head office via email saying "I spend almost £8k a year in your store and you're prepared to quibble over a fiver!". I got the £5 back plus about £50 of vouchers. I stopped using online delivery though, it was shite, and a short time after that started using Aldi and halved my bill.

Asda are notoriously awful for home delivery OP.

YANBU your 14 mins could be difference of you leaving on time or making a deadline. I personally work from home and order my deliveries at specific times to suit my day and schedule. If it was out I'd be very angry as we use them for convenience. And to further to be spoken to like that adds flame to the fire. Would a simple sorry on behalf of asda and £4 refund have killed them?

On another note I've never had problems with calling cs they've always been helpful so this person should be reported as clearly needs retraining. If you call back the call should be logged and who spoke to you as she will have opened your account and his creates logs automatically. Most systems do.

If definitely take it further even if it's on principle.

If she has said sorry and policy of margin of time either way then I'd have accepted that and moved on.

I can't believe all the posters saying 'it's just 13 minutes'. Really?

Do you get your DC to school 'just 13 minutes' late?
Do you pick up your LO from childcare 'just 13 minutes' late?
Do you swan into an office meeting 'just 13 minutes late?

Op chose the delivery slot carefully. She had to be somewhere immediately afterwards. Isn't that the point of guaranteed delivery slots?

"YANBU*. Let's hope for some karma here. I'm imagining that cow of a rep missing her last bus home, her holiday takeoff or something really important to her, by 13 minutes.

YANBU, but ASDA home delivery is appalling anyway

Thanks everyone. My DH has taken over now as he is better at dealing with this stuff. I just seem to get mind blank when trying to complain or argue my point!

From what I've read online the person I spoke to is well known and Asda still employ her! So I doubt much will come of this, still have to try though. It's only the second time I've used their home delivery and definitely won't be using it again.

YANBU, I got sick of calling up to find out where shopping was, and 15 mins can make a difference if you have a train to catch or starting baby's bedtime....

I'm sure Asda would happily live by the small print if it was in their favour, so they should die by the small print when it's not.

It may only be trivial in one sense - a small amount and a small delay but if we don't keep these people honest they will think that they can get away with it.

More power to your elbow OP!

I used to work in a call centre;

she should not have been rude, to be honest, the manager would have most likely backed her decision and would not have told you different to her, BUT this still doesnt mean she should refuse to pass you to a manager/or get a manager call back if you wanted one.

also, advisers are under no obligation to give you their surname (it's their personal data) they actually dont have to give you their real first name.

but tbh for the agro this has caused and potentially the loss of a customer, it eould have just been easier to give you a refund.

I got sick to death of Asda and their deliveries

Over past few years I've been using tesco They have been great! £6 for unlimited deliveries at any time a month and they will take it anywhere! So if you want it up three flights of stairs they will. Was annoyed the min spend went from £25 to £40 but apart from that really great, on my 100th shop I got a card and a big bar of chocolate nobody else knows about the chocolate

When I have had issues I've emailed them and got instant refund, when they were late I got a £10 voucher to apologise (I only pay £6 a month for all my deliveries)

But Asda... Oh my days never again.

For everyone in the "FFS, it's only 13 minutes" camp, how long a delay would be acceptable to you? 14 mins? 30? An hour?

I'd go up to 5 as it could be a discrepancy between driver's and my watches, but any later and I'd want the stated refund. If I was 13 mins late answering the door, I'm pretty sure my shopping would have been whisked away back to the store.

I expect my delivery to be inside the 2 hour window. If it's going to be late, fair enough, but I need a phone call to let me know.

Was OP supposed to wait in all afternoon?

A delivery 13 min late could seriously put my day out.
Lots of activities /work etc and so 13 min could make me seriously late. I choose my delivery slots knowing I may only be home during a certain window so one that's late may fall outside that window and as they tend not to deliver at times that would suit me better, such as between 5 and 7am I am forced to work around theirs and it can be cutting things fine at times.

If this was in London there's no way I'd expect it to be in time as the traffic is so bad! I also personally wouldn't cut it so fine if there was something else I really needed to do shortly afterwards. There's all sorts of reasons why it could be late.

However that call centre worker shouldn't have been rude to you.

Have some and

I call Tesco sometimes when there is something wrong with my delivery and they have always accepted what I say and credited me the money. The drivers credit back my substitutions when I ask.
The drivers have to keep to a timetable and if the delivery was late I might call up for a refund, for me it would depend if I was held up for something and how polite/apologetic the driver was when he arrived.
The other week we didn't get our frozen items, but DH hadn't realised, by the time I had the driver was back at the door with them. If he hadn't I would have called up.

If I ever had the frankly appalling service you had from Asda I would never shop with them again, I would tell them why and I would be posting on facebook. I like to vote with my feet.

I call Tesco sometimes when there is something wrong with my delivery and they have always accepted what I say and credited me the money. The drivers credit back my substitutions when I ask.
The drivers have to keep to a timetable and if the delivery was late I might call up for a refund, for me it would depend if I was held up for something and how polite/apologetic the driver was when he arrived.
The other week we didn't get our frozen items, but DH hadn't realised, by the time I had the driver was back at the door with them. If he hadn't I would have called up.

If I ever had the frankly appalling service you had from Asda I would never shop with them again, I would tell them why and I would be posting on facebook. I like to vote with my feet.

I call Tesco sometimes when there is something wrong with my delivery and they have always accepted what I say and credited me the money. The drivers credit back my substitutions when I ask.
The drivers have to keep to a timetable and if the delivery was late I might call up for a refund, for me it would depend if I was held up for something and how polite/apologetic the driver was when he arrived.
The other week we didn't get our frozen items, but DH hadn't realised, by the time I had the driver was back at the door with them. If he hadn't I would have called up.

If I ever had the frankly appalling service you had from Asda I would never shop with them again, I would tell them why and I would be posting on facebook. I like to vote with my feet.

I call Tesco sometimes when there is something wrong with my delivery and they have always accepted what I say and credited me the money. The drivers credit back my substitutions when I ask.
The drivers have to keep to a timetable and if the delivery was late I might call up for a refund, for me it would depend if I was held up for something and how polite/apologetic the driver was when he arrived.
The other week we didn't get our frozen items, but DH hadn't realised, by the time I had the driver was back at the door with them. If he hadn't I would have called up.

If I ever had the frankly appalling service you had from Asda I would never shop with them again, I would tell them why and I would be posting on facebook. I like to vote with my feet.

I call Tesco sometimes when there is something wrong with my delivery and they have always accepted what I say and credited me the money. The drivers credit back my substitutions when I ask.
The drivers have to keep to a timetable and if the delivery was late I might call up for a refund, for me it would depend if I was held up for something and how polite/apologetic the driver was when he arrived.
The other week we didn't get our frozen items, but DH hadn't realised, by the time I had the driver was back at the door with them. If he hadn't I would have called up.

If I ever had the frankly appalling service you had from Asda I would never shop with them again, I would tell them why and I would be posting on facebook. I like to vote with my feet.

I call Tesco sometimes when there is something wrong with my delivery and they have always accepted what I say and credited me the money. The drivers credit back my substitutions when I ask.
The drivers have to keep to a timetable and if the delivery was late I might call up for a refund, for me it would depend if I was held up for something and how polite/apologetic the driver was when he arrived.
The other week we didn't get our frozen items, but DH hadn't realised, by the time I had the driver was back at the door with them. If he hadn't I would have called up.

If I ever had the frankly appalling service you had from Asda I would never shop with them again, I would tell them why and I would be posting on facebook. I like to vote with my feet.

I call Tesco sometimes when there is something wrong with my delivery and they have always accepted what I say and credited me the money. The drivers credit back my substitutions when I ask.
The drivers have to keep to a timetable and if the delivery was late I might call up for a refund, for me it would depend if I was held up for something and how polite/apologetic the driver was when he arrived.
The other week we didn't get our frozen items, but DH hadn't realised, by the time I had the driver was back at the door with them. If he hadn't I would have called up.

If I ever had the frankly appalling service you had from Asda I would never shop with them again, I would tell them why and I would be posting on facebook. I like to vote with my feet.

I call Tesco sometimes when there is something wrong with my delivery and they have always accepted what I say and credited me the money. The drivers credit back my substitutions when I ask.
The drivers have to keep to a timetable and if the delivery was late I might call up for a refund, for me it would depend if I was held up for something and how polite/apologetic the driver was when he arrived.
The other week we didn't get our frozen items, but DH hadn't realised, by the time I had the driver was back at the door with them. If he hadn't I would have called up.

If I ever had the frankly appalling service you had from Asda I would never shop with them again, I would tell them why and I would be posting on facebook. I like to vote with my feet.