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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

To be seriously ticked off with asda online?

65 replies

graphista · 19/10/2016 00:26

Due to ill health I am having to use them.

Several issues have occurred and whenever I've called helpline they have been rude, obstructive and frankly useless!

Tonight I tried to order a delivery and it said my payment was declined by bank. I called bank they say no payment authorised. Called helpline, they refused to accept it was their fault and tried blaming me/the bank. Were again rude, obstructive and then hung up on me!

I absolutely CANNOT afford to be paying twice and waiting weeks (months) for a refund!

Advice? (Using someone else, shopping in person are not options unfortunately).

OP posts:

icklekid · 19/10/2016 15:40

We use morrisons who use occado system- earn £5 vouchers with their reward card. Very impressed with their customer service especially. Cheaper than ocado (put same order into both!)

Original poster

graphista · 25/10/2016 19:51

Ok update.

Following several other attempts at communication (Twitter, email and telephone), I finally got through to somebody on the customer services team at uk hq who was actually able to answer the simple question I needed answered. The order had not been received nor processed and I would not be charged.

The following day I received a twitter DM that clearly knew nothing of what was happening.

I have since received an auto response email, then today another email basically saying

It was the banks fault
That they would send 'feedback' regarding the poor customer service but saying nothing about actually changing it.
Claiming they have achieved star trek like ability to transport matter (apparently substitutions can be replaced by the requested items AFTER the order has left the store).
That the colleagues who DID help were wrong to do so!
That they have given me a £10 voucher as a 'gesture of goodwill'

I'm less than impressed to say the least!

I ordered a sainsburys delivery which was handled and received promptly, few subs - and they were very close to or better than the original requests, all items properly bagged, very nice polite, helpful delivery driver.

Not great publicity for asda!

OP posts:

PersianCatLady · 25/10/2016 20:12

The order had not been received nor processed and I would not be charged
I don't understand what the problem was here at all.

As I read it you tried to do an order and your card was declined therefore no payment was made from your account.

What was the actual problem??

Original poster

graphista · 25/10/2016 21:00

For 2 days I didn't KNOW the order had not been received or processed. They wouldn't answer that query. Whenever I logged into my account the order was apparently at a different stage so impossible for me to tell from there too.

They placed a ghost payment on my bank account leaving me in limbo as to whether the full amount would be taken from my account (took 2 days to get an answer to the simple question 'should I expect the amount to be taken from my account?' NONE of the several customer service operatives would answer that until I reached someone at hq). I am on a very tight budget and housebound so I needed to know in order to know whether to

A attempt to re-process the order
B order from another retailer.

In attempting to speak to someone at asda and get a satisfactory response I have experienced the following

Automated responses - which I am still getting a week later in some forms.
They've said they're putting me on hold then cut me off - several times.
I've been accused of lying
My bank has been accused of lying
They have lied TO me
Promises of contact from them at certain times haven't happened.

OP posts:

TheCompanyOfCats · 25/10/2016 21:08

I spent about an hour on hold to Asda's customer service (my shopping just didnt turn up). When I finally got through, the woman at the other end ignored me and had a conversation with her friend in an Indian language. She then hung up on me! Worst customer service i've ever experienced.

Ptarmigandancinginthegloaming · 25/10/2016 21:12

I've tried them all, and currently Morrison's is brill in my area :-). Very few substitutions, friendly delivery staff, lots of offers, points mount up quickly to vouchers u can use on shopping (or opt out save them up online for when u want them). And a nice list of everything u buy by the day the item goes out of date (v useful, don't have to drag everything out of the fridge to check the date).

PersianCatLady · 25/10/2016 21:18

They placed a ghost payment on my bank account
Do you mean the £1 holding payment??

DelphiniumBlue · 25/10/2016 21:18

We've had appalling service form Asda online as well. Obstructive, rude customer service, telling me lies ( "we tried to deliver but no-one was in"), promising compensation vouchers but then not sending them, telling me they couldn't email me, promising to call back and failing to do so...... ad infinitum.
The actual driver was fine, it was the refusal to deviate from a script, to listen or acknowledge a problem at the call centre which was the issue. It was all over a delivery which was more than 3 hours late - problems happen, vans break down, I get that, but the total bullsh*t given by the call handlers, making it up as they go along was just unacceptable.
Asda HQ, if you are reading this, pull your socks up!

PersianCatLady · 25/10/2016 21:22

Actually I am still completely confused and I do an Asda order every week.

Once you have chosen all of your shopping you proceed to the checkout and either it completes or your card is declined. Both of these have happened to me before but I can't see how there is any other option.

riffleraffle · 25/10/2016 21:48

Persian, until a few days ago I would have been thinking the exact same as you. However...

I placed a click and collect order with asda the other day, received email confirmation of order including QR code to scan, went to collect it, kiosk outside broken, went inside as instructed as no one answered the phone extension number posted on the kiosk, waited 15 mins or so for a staff member to come and tell me my card had been declined and the order had not been processed. Apparently I would have received an email telling me this. I still haven't received said email.

I previously had issues with the click and collect kiosk and wasn't for going into the shop due to sleeping children in the car. After several phone calls to their customer service the order got cancelled. I'll try their delivery another few times as so far it's been fine. However, I am off to check my bank account now to make sure they don't owe me any money.

They definitely do seem to have some missing automatic notifications of problems with orders, especially once the order has supposedly been finalised and paid for.

Original poster

graphista · 25/10/2016 21:56

Persian if the card had been rejected

A there should be a reason for this - there wasn't, i've used the same card for previous orders and there were sufficient funds in my account
B if the card was declined the ghost payment - regardless of amount shouldn't be applied
C the website couldn't make its mind up if the order was accepted or not.
D the call handlers clearly weren't sure either

I'm now trying to delete my account with them - there is no option to do so on the website even if I search under various terms on their help area. So MORE futile phone calls tomorrow I suspect.

OP posts:

PersianCatLady · 25/10/2016 22:01

Persian, until a few days ago I would have been thinking the exact same as you. However..
Sorry to be rude but was your card declined because there wasn't enough money in the account to cover the payment or did Asda decline the card unnecessarily?

Don't answer if it is too private

PersianCatLady · 25/10/2016 22:18

if the card was declined the ghost payment - regardless of amount shouldn't be applied
Lots of companies hold a £1 on account from your card whilst you have an online account with them.

riffleraffle · 25/10/2016 22:21

Persian

Not too private at all! There was enough money in the account. I don't have a clue what the problem was. Once I logged into my Asda account it said the order was cancelled but no reason given. There was no correspondence to let me know this. I used the same card later in the day (including in Asda). It was all just very strange and annoying from start to finish. I would have been quicker doing the shopping myself rather than do the online order and all the hanging about. The worker was nice enough about it but it really has put me off using the click and collect. I placed the order the evening before so it's not even as though the ghost payment was hanging about for days and days. I wouldn't ever place an order with them days in advance.

Having placed many orders with them there was never any indication that there was any problem. However, now I think about it, it does seem to be quite variable in the emails/texts I get during each order. Sometimes I get notifications about it being picked/ready/out for delivery. Other times I get nothing. Very odd.

Original poster

graphista · 25/10/2016 22:21

Not the companies I use. Why should they? Until I place an Actual order that's my money

OP posts:

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