Asda online groceries

Just received call and told asda head office online purchases had not told the store that the order was to be cancelled and as a result the van would call as they could not be contacted. They have asked me to tell the driver to go away, their words, even though the order is already cancelled. I was told any problems dont ring the number on the order received form but the store itself, fair enough, so surely the store should have refunded me the owed money(from previous mess up) in the first place. So now having to ignore the door as I am sure the driver will be peed off with me not the store. By the way they carry mobiles so whats the problem with ringing their own staff. Looked online and order was cancelled straight away so I know they have a problem with passing on information to their stores, the same manner as in refunds.

Today still no refund when checked account but noticed money for shop not delivered, as was already cancelled was missing. Called them up to be told they were not aware of a problem, or refund or delivery cancellation. She checked into it and confirmed the delivery was cancelled and that I would be refunded and the Ice cream, she said she knew nothing about it, but would action a refund for 7-10 days.
They have actioned a free delivery for the next order evoucher, incase I want to use them again, its a pity refunds arnt done as quick for orders not received.

Please please Asda communicate with your stores edelivery dept and not blame them otherwise why can we trust you as customer service of that department. All I wanted was a refund for 1.50 and now Im waiting for it plus a shop I cancelled for poor customer services.

I was in my local Asda today-went to customer services after being overcharged at main checkouts (4 packs beer was scanned when there was only 3)..in front of me was a guy who spoke little English.He was returning a packet of headache tablets-total value 33p-rather than just refund-the CSA got on the phone at first to the supervisor-then the Manager.Security came over as well.It was clear that the guy spoke no English but they continued to ask him why he was returning them and did he want a replacement.The guy stood there looking bemused.After 10 minutes the Security guy said "Oh just give a refund"...I couldnt believe all the fuss over 33p !!

Do not shop online! ur frozen items look like they have been in the SUN for 10 hours!

I know this because i deliver them!

No one cares about your shopping!

No one cares for the drivers!

To be honest I have given them another try and they have improved lately and therefore I would guess (as I dont work for them) put the possible damage to the food on loading in the vans. Is that not the drivers responsibility? I solved the problem by changing the delivery time and day and I now have a new person delivering. No problems since.

It must be boring delivering other peoples shopping but if I visit a store come home and have damaged my chicken, I can deal with that. Not the fact maybe staff dont give two hoots as they are not eating it. You could always talk to your supervisor if youre not happy

Hmmm, I must be one of the lucky ones then I've had to order from ASDA online the last few weeks as I simply haven't had the time to go food shopping and I am extremely impressed with the service so far

The drivers are very friendly and polite and I've had posh cheese (they didn't have my cheap cheese available ) and not paid any extra for it, free cheese because they made a mistake (I didn't order any but I wasn't going to tell them that ), free delivery thanks to "Google". Just Google free delivery vouchers for ASDA and you can get a code for free delivery - saves you a fiver. It would cost me more than a fiver to put petrol in my car to go and get my shopping anyway!!

All my bread, buns and organic eggs have been extremely fresh and I haven't even had to leave the house

Only one niggle I have - I ordered a cheap mascara and they said that they didn't have an alternative. I have my suspicions about this:-

a) Any other mascara would have been about twice the price
b) Perhaps they were worried that if they sent me an alternative one, I might be allergic to it and sue them

On the whole, the service has been good but more expensive than if I go shopping myself. I normally do most of my shopping at Aldi and just get bits like bread/buns/milk from ASDA.

ASDA could learn a lot from their competitors - cheaper food but better quality (OK so I got a frozen joint of beef but at £4.29, it's far cheaper than £6-£7 from ASDA and it's British) and bagging the shopping after you've got it through the checkout - saves people moaning about long queues. I mean, have you ever seen the speed of the checkout operators in Aldi?

Come on Aldi, get your online shopping delivery sorted - Bo will be a big home delivery fan

I haven't used ASDA and can only take what the ASDA driver says at face value. But I have used Ocado, Sainsbury and Tesco and I have never had an issue.

Positives:

- Refunds on Ocado are processed online and no-quibble.
- Half hour delivery slots from some now
- Green deliveries - when they are dropping off in more than one house in your area
- money-off emails if you don't use them for a while

Couple of things that do wrankle though:
- squashed veg and salad. None of them can do this so I don't bother ordering those online
- delivery charges change ALL THE TIME. I spend less on deliveries now because I check online grocery delivery costs here at onlinegrocerystore.co.uk
- One company tried to charge me £10 last Christmas - what a con!

But I use them regularly along with my local shop - so don't give up on online deliveries altogether, just try one of the others.

I changed to Asda home grocery shopping because I was so sick and tired of Tesco and their incompetant service.

I have to say, I've been very happy with Asda, their delivery drivers are very pleasant and friendly. I've only shopped with them three times though! The very first time the delivery driver who came gave me a complete run down of their service and answered so many questions for me, he really seemed to take pride in his customer relations.

We've never used Asda's home delivery service, but we do shop at Asda occasionally.
I must say that we've never had any problems, whatsoever, with their customer services. They have always been most helpful.

I have to agree Erika, the delivery drivers in our area from ASDA have been great and do take pride in their customer relations.

The poor delivery driver who delivered to us last time was five minutes late and couldn't have been more apologetic. He explained to me that three of their vans had been stuck in the snow (think it was around the beginning of December when the weather was atrocious). He'd been sent out to get as many deliveries out of their vans into his and delivered to us as soon as possible and said he'd enjoyed the challenge

I just wish with that his ilk could be cloned as I've had some dreadful customer service lately

We've ordered from Asda twice.

The first time, the driver turned up very on edge and told me off for providing an incorrect mobile number. I had indeed entered 1 digit wrong, but not meaning too.

I was very upset by his attitude and spent the next day considering reporting him to Asda for his harsh comments and attitiude. Stranglely, the next day Asda sent me an email asking for my opionion of their service. I held off and decided that maybe it was just my fault for entering the wrong contact number.

I ordered a second time and the same driver turned up but he was a different personality. Very happy, helpfull, full of cheer and a pleasure to deal with. So I'm glad I didn't reply to Asda with my first opinion of him.

I can understand that these guys are under huge pressure to deliver on time and I've no doubt that they're over worked. But they do need to realise that as buyers, it's not our fault!, have a rant at your boss, not the poor person waiting for the delivery!

I really think you should've complained HF. IMO the driver had no right to tell you off - at the end of the day, you are the customer and the customer is always right - allegedly He should've been polite and curteous.

I'd have told the second driver what the first driver said - but that's just me

You tell 'em

Hi All,

I would like to share with you my recent experience with ASDA Online shopping which has turned into a farce. Apologies for this being such a heavy thread:

I placed my order online on Saturday 31st January and requested a delivery time between 5-7 on Sunday 1st February from Asda in Watford. I rang up the Online help on Sunday afternoon and stated that I would be traveling from Portsmouth back to Watford. I used the online shopping knowing that there would be no stores open for me to get food for the week. The driver was asked to give me the latest delivery spot and if I was not in to ring me as I would not be far away.

The driver called at 6.39pm and I told him I was at the train station and would be 5 minutes. The driver said he might have to leave even though he had up to 7.00pm to make the delivery. I asked him to wait repeatedly and I would be there shortly.

As requested the driver should have stayed as I was at the house by 6.45pm but I saw him driving away before I reached my house. I called the Online help immediately and stated what had happened and was told that they would rearrange a delivery slot for me.

I received a courtesy call on Monday from a representative who said they would not be able to deliver the food that day (due to the weather) and that I would receive a further call to confirm the situation. I waited all morning Tuesday and received nothing and this point I was beginning to lose my patience, was I really going to have to wait for a 3rd day to get food which should have been delivered the day I requested.

I decided to ring the helpline again. I was now speaking to a third rep, they said they would call the store whilst I was on hold and ask what the situation was. After a couple of minutes of waiting I was put through to a person from the store with no warning. The person on the other end said 'hello?' in a confused voice and asked who I was. Why didn't the rep tell the store rep what the situation was? After explaining the situation and a lot of confusion from the stores end, the store rep said they would have to call me back because they didn't know what was going on.

At this point I had lost patience with a service that was meant to be so simple to use. I rang again after another hour of waiting for a call and spoke to a 4th rep. I now had to explain the situation for a 3rd time and was told that the rep would call back in 15 minutes with an update. I didn't receive the call (unsurprisingly) and so rang for a 5th time speaking to the 5th rep. By now I was pretty sure I had spoken to the whole team.

I then decided to check my account on the ASDA website and it said the order had been closed and the food delivered, simply not true!

True to his word the 5th rep had managed to get the store to give me a call. I spoke to Andy Phillips who totally agreed with what I was saying and had been very understanding. He tried to compensate me with money of my next shop online/free delivery (is it really worth going through all of this again, I think not). I was told I would get a call on Tuesday.

I checked my bank account this morning and realized I had been charged for groceries which had not been delivered; at this point I'm boiling over and feel trapped.

Tuesday's call did not come and I rang Andy direct today. His response was he would look into the matter and call me back. 2 hours passed and no response. I call for the final time for Andy to say "Are you going to be in tonight?" 4 days after original delivery date, I DO NOT WANT THE FOOD!! I feel for them this should be a priority matter as the service I have received has been atrocious.

The ASDA store in Watford is only a 5 minute drive from my house so why had the driver left in such hurry if the store was so close? So for the driver to wait for 5 minute it resulted in a 96 hour delay for groceries which could have been delivered on the day requested... Andy has said he will get me a refund but I don't think this is enough for the inconvenience and waste of time this event has been.

Where do I go from here? I have lost a lot of time chasing this order, wasted money on phone calls to poor customer service and received only 1 inbound courtesy call vs. 7 outbound calls to keep the process moving. I am 20 years old and currently on an industrial placement. Any help would be greatly appreciated. Thank you for reading.

I would contact Consumer Direct in the first instance Fieldy:-

Consumer Direct

And see what they say

Alternatively, you could write to ASDA with your complaint and ask for their complaints procedure. Make sure you send your letter recorded delivery so that you have proof that it has been delivered.