Worst customer service ever at Asda

[motherofcatsandbears]

I bought something to drink from Asda last week for me and my friends. We tried it and didn’t like it - some left in glasses.
I tried to return the (admittedly empty) bottle, not thinking to put the remaining liquid back in the bottle before trying to get a refund on the try me love me policy they claim to stand by.
I ended up speaking to a manager (after having to ask the service desk employee not to call me “my love” as I find it patronising and extremely rude. The manager listened to me and said that if I brought back what was left he would reconsider a refund. I did tell him that I realised I should have poured what was left back in the bottle but it smelled so foul, i couldn’t bear to smell it again.
I returned on Monday and the service desk employee opened the bottle to smell the drink and poured it back in after not finding I’d tampered with it and left a sticky mess all over the bottle.
She went to get a manager (different person from last week) who, before even listening to me, said that she stood by last week’s decision still stood. I asked her why she didn’t even listen to me and she couldn’t answer.
I have emailed Asda head office and I’m waiting to hear back from them.

You really do sound like the worst customer to serve! Well done, you're now on the top of their customer of the year chart!

We're only assuming it was wine. Do Asda do an own brand Advocaat?! Vile stench.

In common with many others I don't fully understand the OP. But in contrast to many others, it does look to me as if Asda's policy was ill-thought through and sloppily expressed, and that based on their own terms, Asda should have refunded her.

I have managed a few restaurants and it is not that uncommon to be asked for a refund on a now empty plate!

Exactly.....!

reading comprehension is very low on MN!

I agree with you - their policy online doesn't say anything about having to return the product, or having only eaten/used/drunk a certain amount of it to be entitled to the refund, just if you're less than 100% happy they will give you a full refund. So they should have done it the first time, let alone when you returned.

For the majority of the things people would return you'd think it would be better for customer service staff to not have several days old, half eaten things being brought up to them that they'd then have to leave the CS desk to chuck away. Some things it would be completely impractical to bring half of. If you don't live close to an asda you might not be able to return straight away - do they really want someone to bring in half eaten, 30 day old sausages or whatever? Also what if you ate it the whole thing and then got food poisoning or had an allergic reaction because it wasn't properly labelled, should you have to bring back a bag of vomit to prove you didn't enjoy it?

Shops lose thousands every day to shoplifters, stock expiring, people taking stuff out of fridges/freezers then deciding they don't want it, etc. Not giving someone the benefit of the doubt and refunding them the cost of 1 bottle of something isn't worth pissing off a potential loyal customer! I mean it's asda, I doubt OP was asking them to refund her £500 for a magnum of vintage dom perignon!

Thanks for the chuckle.

I'm picturing the half empty glasses being preserved by the OP like crime scene evidence 🤣

Wash up more.

Last year I had 2 bottles of fizzy rosè, same brand, exactly the same bottle but one was lighter coloured (noticed as they were side by side in my kitchen) one tasted disgusting. It was somehow bad. Ive drank a lot of alcohol and never had this before. Both bottles still had drink in so I emailed a pic of them side by side to the email address on back of the bottle and got emailed back a voucher.

Ahhh now mortified for you!

Bloody hell, you bought a drink, had some, then took an empty bottle back and wanted a refund??

🤣🤣

I can't get over you complaining to the manager about being called 'my love' - people talk like that. You really do sound like the customer from hell.

He's brushed you off. Depends how you described it. I had a box of 8 bottles of M&S red wine that was off, stank of vinegar but worse, they refunded,

that's their general returns policy. As evidenced by the fact it references electrical items/swimwear etc. Try me love me is an additional/separate offer only relevant to specific items, mainly food/drink.

The normal policy refers to either where there's an issue with the product or (for items like clothes etc) you've changed your mind.

Try me love me there doesn't have to have anything wrong with the product you just have to be 'less than 100%' satisfied with it. In order to know whether you are less than satisfied with it you obviously have to eat/drink at least part of it! Therefore it is impossible to return it 'with all components included' which I assume is the part of your screenshot you think is relevant?

This is all available with a less than 1 second google....

OP, step away from the ASDA!!!

YABU for returning to ASDA twice with a very well tried/ half empty bottle and wanting a refund

YANBU for starting this thread about it and giving me an actual hoot.

So, you and your friends didn't like the drink and it was left in the glasses. You then took the empty bottle back to Asda, was rude to the customer services person, (who, by the way, sounded lovely to me!) and when the manager asked why the bottle was empty, you stated it smelt foul and you didn't want to smell it again. Yet you then went home and presumably put what was left out of the glasses (why wasn't it poured away if it was so foul?!) back into the bottle and returned to try again to get a refund?! The sticky bottle makes absolutely no sense at all, by the way! Good on Asda, I definitely wouldn't have given you a refund either! Talk about trying your luck!

😁😁😁 oh dear

Is this a hill you are seriously prepared to die on? Wow.

On principle I agree with the OP, if ASDA has such stupid policy - they should honor it.

But jeez. How embarrassing. Bothering to rock up (with an EMPTY bottle of a drink 'you didn't like') and demanding a refund. For a few quid. And then coming BACK another day with the same bottle filled with whatever.

I'm far far from wealthy, but my god.

On the other hand, say what? It has to be pure heaven for alcoholics, buy a bottle, drink it, return an empty bottle, repeat.

Mumsnet please don't delete.
It's going to be a funny one 😂

My point exactly!!! Who the hell does that? If it's that foul, you'd pour it away then write it off!!! The entitlement of some people leaves me baffled! 🙄🙄🙄

You tried to return an empty bottle of drink to a supermarket to get a refund because you apparently didn’t ‘love’ it?

You did this twice?

I think I’ve reached Peak First World Problems

OP did you buy more than one bottle? That's the only way, I can see, that you could have had some in a bottle to return on Monday. I understand their (very generous) refund policy if the product meets the criteria but you can't just wander in with an empty bottle and say "I didn't really like this".

On a side note: I have always found people who use "My love" as a general greeting, quite charming.

I don't get it

It doesn't make sense.

OP didn't want to smell it again. But had some on the side, in glasses, in her house for a week? Or the days between pouring it and putting it back in the bottle.

Let's be honest, that's not likely. Op filled it with something else, to be an arse in the store to someone who said no to her.

😂😂😂😂😂