Asda online groceries shopping.

[VONI]

Can any one please help?

As I am disabled, no longer drive and can not carry shopping, I am totally dependent on the online shopping delivery service.

On the 18th Oct I put my order in to asdas online shopping site to be delivered the next day between the hours of 4-6pm (my 1 hour slot 4:30-5:30).
At 6:45 and no shopping I contacted customer services (which took me 30mins to get through) and was told I would receive a call back from the store but this did not happen.
My shopping did arrive around 7pm with an apologetic driver who explained the systems had gone down. He went on to say (as he walked away and as if he already knew) " if there is any items missing I would wait until tomorrow to ring up as it is chaos at moment"
As I unpacked my shopping I was shocked to discover almost HALF of it missing!
I took the drivers advice and re-contacted customer services the next day, who was very courteous, apologetic and unlike the previous call spoke English very well. She told me that she will have the rest of my shopping delivered and logged it as a complaint and also the fact I am disabled and rely heavily on my shopping being delivered.
I was then told I will receive a call from the store, this again did not happen nor has my shopping been delivered.
I have tried again and again to re-contact them but would you believe all I am getting is an engaged tone! ???
I have had to resort to mailing them as the only means of contact but no reply.
They have taken the money out of my account and as I am on a very tight budget I can ill afford to replace it.
What can I do now?

Thank you..Voni

[Kati]

Re: Asda online groceries shopping.

Hi Voni - welcome to LB
Asda have a CONTACT US page on their website which might ensure a speedy reply :tinysmile_twink_t2:
or their freephone number 0800 952 3003 (open between 8am and 8pm, 7 days a week)

If this doesn't work, I would suggest putting in a formal complaint!!

Kati xx

[vanman]

Re: Asda online groceries shopping.

hi



had problem with asdas online myself sometime ago
is your local store
phone them directly and ask for the home shop manager

it was a lovely manageress at the local store she was very helpful
its the customer service on the 0800 number that was the prob.

they said they had problems contacting the store.
as i said i phoned store within 2mins was speaking to the manageress.

so why the 0800 customer service had problems contacting her isn't clear.

not going to happen again !

my story
Friday did some online shopping from ASDA’s delivery sat 19th 1pm.
Turn up on time son sighed for goods.
Came home from work 15mins later ah asdas been good.
So I check shopping 15 items missing.
Phoned the 0800 number to report it

Sorry sir will let the store know and they will phone you shortly.

2 hours later no call so phoned again.

Sorry sir will let the store know and they will phone you shortly.

But you said that last time.

Sorry sir.

7pm no call so phoned for the third time.

Sorry sir will let the store know and they will phone you shortly.

But this is the 3rd time I have phoned you I am running out of toilet roll
Where is my order

Sorry sir we are having trouble contacting the store i will make a personal try to sort out your order will phone you shortly.

No call

Sunday 7am called for the fourth time

Sorry sir will let the store know and they will phone you shortly.

No no this is the fourth time I have called you I need to make an official complaint

Sorry sir we are having trouble contacting the store we will let the store know and they will phone you shortly

OK is it my local store.

Yes sir.

10am Sunday local store opens phone shop
Got through to the home shop manager

Wow sorry sir I will sort that out now for you but will not be able to deliver until 7pm
That OK sir

No it's bloody not can I collect

Yes sir

When

Be ready to collect in 30mins sir

See you in 30mins then thank you.

What A Palaver!!

[ploddertom]

Re: Asda online groceries shopping.

Try this

Andy Clarke
CEO Asda UK
andy.clarke@asda.co.uk
Head Office phone - 0113 243 5435

[VONI]

Re: Asda online groceries shopping.

Thank you Kati
Yes I have used that number 4 times to no joy unfortunately, tell me store will ring me but never do
Thank you very much for replying

Voni x

[VONI]

Re: Asda online groceries shopping.

I know vanman I don't understand how they are getting away with it, I have since read reviews on them and needles to say its very poor, seems they are doing the same to a lot of people Unfortunately I can't collect otherwise I would.
Thank you for letting me know ..Voni x

[VONI]

Re: Asda online groceries shopping.

Thank you andy , I will contact them first thing in the morning and let you all know how I get on.
Thank you again..Voni

[VONI]

Re: Asda online groceries shopping.

Thank you for your reply vanman yes I will try that thank you

[enaid]

Re: Asda online groceries shopping.

I hope you get this resolved Voni a very upsetting and money consuming time this has put you through and it is a disgrace.

I think now that the 'Shopping On Line' has/ is becoming a bigger part of our lives and retailers are wanting us to shop this way they should get it right.
I have just been able to have Morrisons deliver as I prefer them in many ways, have had no problems thus far and as they deliver from a warehouse and not the shops as do Tesco ans Asda, I think it may be a little better tbh but time will tell.

I also think they should have a flag up system for elderly, vulnerable and disabled people as if problems do arise they should be priority and given just a little extra care, even though I understand this very frustrating for us all.

[VONI]

Re: Asda online groceries shopping.

Thank you enaid I won't be shopping there again.
I have wrote to Andy Clarke as ploddertom kindly suggested in the hope I can at least get my money back if not the groceries.

[enaid]

Re: Asda online groceries shopping.

Voni sadly I feel you not shopping with them any more will make no difference to how they treat their customers, even though they say customer satisfaction is their main aim.
You will more than likely get an apology, a voucher (to spend in store) and naff all else.
Try others till you are satisfied may be a tad tough at first but if this is the service they want us to accept then they must accept it is the service we want.

[VONI]

Re: Asda online groceries shopping.

Voni sadly I feel you not shopping with them any more will make no difference to how they treat their customers, even though they say customer satisfaction is their main aim.
You will more than likely get an apology, a voucher (to spend in store) and naff all else.
Try others till you are satisfied may be a tad tough at first but if this is the service they want us to accept then they must accept it is the service we want.

Unfortunately I haven't even been offered that. I have been totally ignored. I didn't even receive a reply to either the email I wrote to customer services nor Andy Clarke from head office. I appear to of been totally ignored. I am now going to try ringing head office to see if I will be listened to their. :tinysmile_cry_t:

[Kati]

Re: Asda online groceries shopping.

Unfortunately I haven't even been offered that. I have been totally ignored. I didn't even receive a reply to either the email I wrote to customer services nor Andy Clarke from head office. I appear to of been totally ignored. I am now going to try ringing head office to see if I will be listened to their. :tinysmile_cry_t:

that is disgusting customer service from Asda! write to them (recorded/signed for costs less than £2)

Southbank, Great Wilson St, Leeds, West Yorkshire LS11 5AD
Asda Head Office, Address

[vijaymehera]

Re: Asda online groceries shopping.

Hi VONI,

Your problem solved?, if the problem unsolved just write a bad review on them.