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!

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.

Sorry for the multiple posts I will report, my computer froze!

So......I now have an outcome. I understand that people thought 13 minutes wasn't an issue, and that wasn't my issue. It was how I was dealt with by Asda customer service. After a bit of research, it turns out the person I spoke to has been complained about many times and still has job. Their call centre is based in South Africa and they get paid paid pennies (I read 63p an hour but I don't know how true that is). It took a lot to get an apology. But I got one. The delivery fee will get refunded and I will get £15 of eVouchers, so I have to spend it online!!

My first post was maybe not clear enough, but the person I spoke to could not have been more rude if she tried. The first time I spoke to CS it was to find out what time my delivery was coming. I do not have all day to spend calling help lines, it was a hassle. They said at that time I could get a refund as it was late. I initially got annoyed because it couldn't just be dealt with at that time. So the next day I had 5mins so called them to arrange a refund. Then to be told that she personally didn't think 13mins affected my day so she wouldn't issue one, then refused to pass me on to a manager, then openly laughed at me when I explained why I was annoyed. Is just unacceptable! From what I have read online Asda basically see themselves as a cheap option so don't need to invest in CS because people don't expect it! That would be fine if the service they offered was acceptable! I was angry because I paid for a service I didn't get and then was laughed at by a member of Asda staff! People need to know this is how they treat their customers.

Sorry, I am ranting. Just totally shocked by this whole situation and want as many people to be aware of it as possible!

YANBU for wanting to pursue it further. They did not deliver their own end of the bargain, people pick slots for a reason. That said, I would just let it go as its just £4. The CS agent however does not have to give you her surname or staff number, they are entitled to their privacy but since the call is recorded, you can demand they listen to it

Sorry, just saw your update

Having worked in customer service, the woman you dealt with did sound rude. She most certainly should have given you an opportunity to speak to a manager.

However, when you wait for a delivery, you kind of have to give a bit of expectation it may be late. Not wholly acceptable but just a fact of life. Calling CS, expecting a £4 refund and then making a bit of a fuss over the whole incident, over 13 minutes 'lateness', well I envy you if this is the thing causing you such stress in life. This is first world problems if I ever heard it. Glad you've had an apology and refund though, at least they came through in the end.

Crikey 13minutes may not seem like much but then you have to get into the house and unpack at least the chilled and frozen stuff and suddenly you are looking at probably 25minutes over... I have had plenty of times when I need to be on my way somewhere else (mtgs, school pick up, etc) within 15 minutes of the end of a delivery window (& less!!) so my day could be put out by an overrun like this! The ASDA lady on the phone was really out of order and totally rude IMHO. I would moan big style to the manager... On principle not for the £4. I think I might be turning into Victor Meldrew though

She did sound rude. So for that YANBU

To expect her surname you are.

She's also probably been told to try and reject claims, that's her job.

Am I the first to say 'you wouldn't get that with waitrose' ?

13 minutes late to a lecture, 13 minutes late to a medical appointment, 13 minutes late to a wedding, 13 minutes late for a ferry or plane, 13 minutes late for a goodbye. Who is the person going to wait for only 13 minutes? Oh the person waiting for a delivery

It might be a non event to you, Destiny,
But It could have been the difference as to wether op got to work on time or not.

When will people ever learn about ASDA and their fuck up delivery service though. There are enough threads about what a circus it is.

I had this with Asda about a year ago. They turned up about an hour late, no apology or message to tell me. I emailed customer services and was told that head office had refused me a delivery refund but had agreed to give me free delivery if I spent eighty pounds in the next 2 weeks. I voted with my feet and now shop at Morrisons. Shocking customer service.