Asda's customer service stinks - Page 3

FEDup1981 · Oct 8th, 2009, 04:42 AM

Quote:

Originally Posted by Katieeeee

That Asda Team thing really annoys me. Rather than searching the internet for complaints against them and setting up accounts on forums so they can make out they "care", why not actually do their jobs and ensure these mistakes don't happen in the first place?!

absolutely!

The whole home delivery pisses me off. Ive just been in asda this morning, and couldnt move for staff and stupid trolleys collecting the shopping for the home deliveries. They block the end of the aisles with the trolleys, so u cant see whats on offer. Its a nightmare.

Jkelmum · Oct 8th, 2009, 04:57 AM

Just had a reply from asda which was sent yesturday that i didnt get but she forwarded it to me

Quote:

Dear Serina
Thank you for providing me with your order number following your comments on babyandbump forum.
I'm very sorry to hear funds have been held on your bank account following your home shopping order. I can understand how upsetting this must be.

When our customers place an order on the morning of delivery we ask your bank to authorise your payment card, once the order has been delivered we then request the settled amount. At no point do we ask your bank to hold any funds against your available balance only to authorise your card.

This can sometimes happen with certain banks and we have no control over this process. I agree the level of service you've received when calling us was poor and I'm sorry we've let you down.

I wish I could help you further with this but it is you bank who are holding the funds and we have no authority to ask them to release them back to your account.

I understand you will be reluctant to use our service again and I hope this won't be the case. As a gesture of goodwill I've added a £15 e-voucher to your account. This is valid for 60 days and I hope you will use it on your next order.

Once again thank you for giving me the chance to explain this. Please let me know if I can be of any further help.
Kind regards

Linda Kellett
Senior Complaints Handler
ASDA Contact Centres
ASDA House

My bank state its asda and asda state its my bank

ChloesMummy · Oct 8th, 2009, 05:03 AM

Whoever it is it should not take 30 days!!!! Thats shocking, I hope you get it sorted x

amazed · Oct 8th, 2009, 05:09 AM

We had trouble with asda delivery on saturday they didnt deliver any of the cupboard stuff so we rang them and they said they would send the guy back in a few hours.... SO we waited the guy comes back and still there is a bag missing!!!!! bl00dy stupid they refunded the bag that we didnt recieve but what a load of grief!!!!!

AsdaTeam · Oct 8th, 2009, 05:15 AM

Quote:

Originally Posted by amazed

We had trouble with asda delivery on saturday they didnt deliver any of the cupboard stuff so we rang them and they said they would send the guy back in a few hours.... SO we waited the guy comes back and still there is a bag missing!!!!! bl00dy stupid they refunded the bag that we didnt recieve but what a load of grief!!!!!

Hi

Let me know your order number and and I will address this for you.

Thanks
Linda
ASDA Service Team

staycutee · Oct 8th, 2009, 05:27 AM

ahah oh yeah it was. sorry how embarrasing!

FemmeEnceinte · Oct 8th, 2009, 05:39 AM

If the money leaves your account twice and both times it goes to ASDA... it doesn't matter if it's a bank error... ASDA still has your money and they still have the power, somewhere along the line, to refund it to you. It is also entirely possible that ASDA has requested the settled amount twice, and in error. This does happen, it happened to me with Tesco and I doubt they have a system that is any different to that of ASDA. The only difference was, they handled it brilliantly and refunded me the entire amount of my shopping. That they are denying this and that this Linda character is fobbing you off simply because she personally cannot do it is disgusting. Somebody within ASDA has the capacity to do this.

You can always measure a business by how well it responds to complaints. I recently complained about something within ASDA and received a voucher for £10. If I can get that without them even investigating my case then a £15 evoucher is, frankly, a very poor gesture indeed.

This whole thread has been very enlightening and I expect that this Linda will do more to reassure all of us here that we will not be getting ripped off by ASDA or they will probably end up losing more customers than just Serina. I certainly would rather shop with Tesco, knowing they take mistakes like these very seriously indeed and that I can rest easy as far as my money is concerned.

I simply dread to think what would have happened if Serina had gone over her available balance as a result of this and incurred bank charges. I'm sure ASDA would be washing their hands of the whole thing still.

AsdaTeam · Oct 8th, 2009, 05:57 AM

Hi all

I can assure you Serina has not been charged twice by ASDA, I have checked this with our banks and ASDA have only taken 1 payment.

The amount held on her account is the authorisation amount and we do not have the authority to ask her bank to release this. Banks used to allow us to fax details to them to release holding funds, now they no longer allow us to, why would this be? Only a number of banks hold funds against available balances!

If we could do this to keep Serinas custom then we would, we have no intention of mis-leading our customers and brushing our hands of their complaint.

Many thanks
Linda
ASDA Service Team

charliebear · Oct 9th, 2009, 05:20 AM

Looks like I'm sticking to good old Morrisons!

charliebear · Oct 9th, 2009, 05:22 AM

Have you got it sorted yet Serina?

Oct 8th, 2009, 05:03 AM	#23
ChloesMummy Mum (Mom) Chat Happy BnB Member Join Date: Jul 2008 Location: Scotland Posts: 2,322	Whoever it is it should not take 30 days!!!! Thats shocking, I hope you get it sorted x

Status: Offline

Oct 8th, 2009, 05:09 AM	#24
amazed Mum (Mom) BnB Addict Join Date: Jul 2009 Location: Warwickshire,uk Posts: 5,378	We had trouble with asda delivery on saturday they didnt deliver any of the cupboard stuff so we rang them and they said they would send the guy back in a few hours.... SO we waited the guy comes back and still there is a bag missing!!!!! bl00dy stupid they refunded the bag that we didnt recieve but what a load of grief!!!!!

Status: Offline

Oct 8th, 2009, 05:27 AM	#26
staycutee Mum (Mom) Chat Happy BnB Member Join Date: Jun 2009 Location: London Posts: 2,166	ahah oh yeah it was. sorry how embarrasing!

Status: Offline

Oct 8th, 2009, 05:39 AM	#27
FemmeEnceinte Mum (Mom) Inactive Join Date: Jun 2009 Posts: 5,903	If the money leaves your account twice and both times it goes to ASDA... it doesn't matter if it's a bank error... ASDA still has your money and they still have the power, somewhere along the line, to refund it to you. It is also entirely possible that ASDA has requested the settled amount twice, and in error. This does happen, it happened to me with Tesco and I doubt they have a system that is any different to that of ASDA. The only difference was, they handled it brilliantly and refunded me the entire amount of my shopping. That they are denying this and that this Linda character is fobbing you off simply because she personally cannot do it is disgusting. Somebody within ASDA has the capacity to do this. You can always measure a business by how well it responds to complaints. I recently complained about something within ASDA and received a voucher for £10. If I can get that without them even investigating my case then a £15 evoucher is, frankly, a very poor gesture indeed. This whole thread has been very enlightening and I expect that this Linda will do more to reassure all of us here that we will not be getting ripped off by ASDA or they will probably end up losing more customers than just Serina. I certainly would rather shop with Tesco, knowing they take mistakes like these very seriously indeed and that I can rest easy as far as my money is concerned. I simply dread to think what would have happened if Serina had gone over her available balance as a result of this and incurred bank charges. I'm sure ASDA would be washing their hands of the whole thing still.

Status: Offline

Oct 8th, 2009, 05:57 AM	#28
AsdaTeam Press/Research Active BnB Member Join Date: Jul 2009 Posts: 10	Hi all I can assure you Serina has not been charged twice by ASDA, I have checked this with our banks and ASDA have only taken 1 payment. The amount held on her account is the authorisation amount and we do not have the authority to ask her bank to release this. Banks used to allow us to fax details to them to release holding funds, now they no longer allow us to, why would this be? Only a number of banks hold funds against available balances! If we could do this to keep Serinas custom then we would, we have no intention of mis-leading our customers and brushing our hands of their complaint. Many thanks Linda ASDA Service Team

Status: Offline

Oct 9th, 2009, 05:20 AM	#29
charliebear Mum (Mom) BnB Addict Join Date: Jan 2008 Location: North East -UK Posts: 4,269	Looks like I'm sticking to good old Morrisons!

Status: Offline

Oct 9th, 2009, 05:22 AM	#30
charliebear Mum (Mom) BnB Addict Join Date: Jan 2008 Location: North East -UK Posts: 4,269	Have you got it sorted yet Serina?

Status: Offline

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