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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

To think Asda are just shocking?

73 replies

EddyF · 31/01/2019 01:40

It's late but I can't stop thinking about this. I shopped in Asda quite far from home as I was coming back home with a friend after being somewhere. I ended up doing a bit of a shop including their home stuff. Queue was a nightmare but held on as I really wanted the lamp that I had fallen in love with. Got to the till, everything came to £266 and some change. Entered my card and bloomp! DECLINED! I was mortified as queue was long behind me and I knew there was money in my account. I tried 2 more times and card was declined.

Assistant was fed up with me by then. Luckily my friend paid for my stuff what I was busy trying to tell everyone I had the money. We get back in the car and I charge my completely dead phone. On the motorway I call my bank and they tell me that there is a transaction from Asda for the same amount that was declined. My bank couldnt return it to me as Asda was holding it and advised that Asda would most likely drop it back into my account within 10 days. Just not good enough.

We turn back to go back to Asda and they really couldn't give a shit. Said "yeah it happens sometimes. You will get your money back".

The whole experience was shit which has lead me to remember another time (more fool me for shopping with them; I stick with Sainsbury's and Lidl) when I had a ectopic pregnancy and was home ill from the hosp. I had a home delivery. Young driver was SO rude and hostile to come up the stairs (small flat, no lift). The stairs are about 6 before front door. I explained to him that I was ill. He told me it's not his job to climb stairs as I'm not disabled! I asked him how would he know?he replied well you don't look it and you're not old. He ended up just throwing the bags around. Told him I didn't particularly enjoy seeing my milk and bread on the floor.

I thought of reporting him but he honestly looked like a mouthy yob and i just thought he knows where I leave and I just couldn't be bothered with the hassle of it all.

So yeah this post is probably pointless but I'm done with Asda. Luckily I was able to pay friend straight back as I had money at that rime. But what if I didn't? Why take money and then Shame me by telling me it's declined?

OP posts:

Threefaries · 31/01/2019 11:33

10 pence milk

PatricksRum · 31/01/2019 11:36

They're not insured to bring shopping upstairs. It's down to driver discretion so delivery driver wasn't a CF.
Regarding the money, I guess Asda as a whole are to blame hut when you went back in to question the transaction there wouldn't be much they could do (probsbly don't know anything about banks/ transactions)

Lycanthropology · 31/01/2019 11:42

It’s sad. Asda used to be so good and have great customer service and a helpful atmosphere. That seems to have vanished.

I haven’t had any card payment problems, but their delivery service is a bit lacking. Two men turned up with my shopping.Two. They dumped it on the doorstep and stood there. They actually said they won’t help as their boots are wet.
I can’t lift one of those plastic crate things full of shopping (not from the floor, anyway) so I took individual items into the kitchen, two at a time. It was a huge shop, too. They were drenched and pissed off by the time I had finished.

I only use Tesco or for delivery now; they couldn’t be more helpful.

Lycanthropology · 31/01/2019 11:43

*Tesco or Sainsbury’s

Lycanthropology · 31/01/2019 11:47

They're not insured to bring shopping upstairs. It's down to driver discretion so delivery driver wasn't a CF

Well as I said, Tesco and Sainsbury’s always bring it in, so I see no reason why Asda can’t do the same.

AndWhat · 31/01/2019 11:48

At some point in your transaction the signal has dropped between Asda and the bank the bank have authorised the payment and took the funds to ‘hold’, they issue the authorisation code which Asda haven’t received. Asda cannot collect the money without this code so they do not have your money.
Your money sits in the banks holding account and if not claimed the funds will reappear in your bank as though they have been there all along. (With no mention of Asda) This is known as a ghost transaction.

I’ve had this happen to customers when I worked for a high street store, took numerous complaints when I worked in a bank and had it happen personally in a restaurant.

GB54 · 31/01/2019 11:51

Never had a problem with Asda, I prefer it to other supermarkets.
The payment thing happened to me in Primark before, the money came back after about a week.

WildfirePonie · 31/01/2019 11:59

I had a home delivery with Asda once, never received my order but it showed online as having been delivered.

Took me two weeks of calling and trying to speak to the Asda manager to get my money back!

Never shopped with them again!

cdtaylornats · 31/01/2019 12:08

It isn't just Asda - generally shops, hotels, car hire put a charge on credit cards and when you complete the transaction it will even out.

It is a fraud prevention exercise.

Toffeeandcoffee · 31/01/2019 12:10

I've never used Asda for online deliveries as I don't trust them on use by dates etc, but when I shop in store the staff are so miserable it's unreal. No please or thank you, most of them look bored and uninterested.
I'd sooner have Aldi, I can be in and out in about 20 minutes tops. Tesco for branded goods and things I can't get in Aldi.
I always try to pay in cash too rather than a card.

princessTiasmum · 31/01/2019 12:10

This has happened to me in Boots, couldnt get the money back for 10 days , it wasnt a bank card but a gift card, so had to pay in cash, although it wasnt for much luckily,so not just Asda

bruffin · 31/01/2019 12:10

it is not Asda's fault

I worked for a dealership and this happened for a £25,000 transaction for a car. Something went wrong and payment was declined. The money was stuck in limbo, we couldnt release the car because we didn't have the money, but it had left in the buyers account. It came out in the wash a couple of days later.
My friend had the same problem trying to buy a phone on line, the bank doesnt like payments to online phone companies so they reject the payment, but it still goes into the ghost account. Unfortunately she tried 3 times so 3 x the amount came out of her account!

ProbablyMyMillionthNameChange · 31/01/2019 12:15

It happened to me in B&Q. luckily my card provider said if i emailed them copies of the declined receipt they would release the money back to me sooner and they did

we shop at Asda a lot and haven't had it happen there. Would avoid any home delivery service though apart from Ocado

bailey999 · 31/01/2019 12:36

Not just Asda, has happened to me at least 3 times at Sainsburys and I had exactly the same response, there is nothing they can do short of giving you your shopping for free and they are not going to do that. It is annoying though.

PatricksRum · 31/01/2019 14:09

Well as I said, Tesco and Sainsbury’s always bring it in, so I see no reason why Asda can’t do the same.

Because they're not insured. It's down to driver discretion.
If the driver did that with all deliveries on a particular day your shopping would be late.

WakeMeWhenTheyTurn18 · 31/01/2019 14:10

This is what asda us famous for. Similar happened to me a few years ago, i shopped click and collect (first and last time), they took £106 and some change from my account. When i got there they handed me the shopping, when i looked in the bag, it wasn't mine! They argued it was mine for about 15 mins until i pulled my order up on my phone! My order had been mixed with someone elses, when they eventually found it over half of it was unavailable, so i was handed half of my shopping and a receipt for £43. I queired why they had taken the 106 out and the bill was only 43 and they just said oh you will get it back soon blah blah blah. Anyway it took over 30 phone calls and 4 months to eventually get my £63 back! Good luck op. Make sure you keep your receipts and get a print out of your bank statement incase you have to argue with then.

ManicUnicorn · 31/01/2019 14:47

Urgggh Chavsda. Enough said! Easily the worst supermarket with the word quality produce and the rudest staff.

Lycanthropology · 31/01/2019 14:54

Yes, Patrick, you said before it was down to driver discretion, but why are Asda deliveries different from other supermarket deliveries? Do they have different insurance than Tesco and Sainsbury's? If so why can't they change that?

Also, it's actually far quicker if they bring it in themselves, unless they want to leave the crates behind, so I disagree with your second point.

Alloftheboys · 31/01/2019 15:58

Also their self service checkouts are shit! Every single time it doesn’t recognise at least one item in the bagging area and asks you to remove it.
There’s a smallish Asda near us with only 2 normal checkouts and about 8 self service tills. Trying to find a member of staff to fix the till is like pulling teeth.

19lottie82 · 31/01/2019 16:49

Surely this is down to the bank and not Asda?

Raffleeight · 02/02/2019 14:24

@froodledoodle Yes proof on mobile app or website would have been fine, but they said they did not have mobile banking.

Raffleeight · 02/02/2019 14:32

Or it may have been their phone could not connect to it. I cannot remember now. There was a reason though.

Darkestnight · 02/02/2019 14:34

I don't work for Asda but I do work in retail and always smile and be polite. Some of the customers need to smile and be polite not just staff. I've had some shocking rudeness from customers and quite frankly it can really turn your mood. But I don't let it get to me I just be even more nice and gets to them more.

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