I have been a massive fan of online shopping for a number of years. I have become the master of hunting down a bargain and love the convenience of having it delivered straight to my door. Actually traipsing around the shops fills me with dread these days, mainly because I know that it will involve a small person either announcing they need a wee in the most inconvenient location, or screaming because I refuse to buy them x, y or z!
I thought I had Christmas all sewn up. I always go and do my food shop early in the morning to avoid the queues but as we were staying in Coombe Mill this Christmas the thought of doing a shop after a 3 hour drive sent shivers down my spine, so we checked who delivered locally and chose to do an online shop with Asda.
I booked our time slot when they became available at the end of November and did my provisional shop. This is where I hit my first problem………there was nowhere to enter the my discount code? I searched the website to no avail and decided to phone Head Office.
I was passed from pillar to post, no-one seemed to be able to help me as I was bounced around from department to department. Finally someone could help……………..they didn’t accept the discount on online orders??????
I was annoyed, but I had taken the time to do the shop, so I stuck with my order going back to add things as I remembered and this is where I encountered our second problem.
I had no trouble adding and changing items to my existing order on the website until it came to checking out. I got what I call the “rotating circle of doom” as I tried to check out. This happened each of the four times I tried to update my order and I even left it processing overnight in the hope that it would finally go through. I did get a confirmation email that my order had been updated once.
So my order arrived (2 hours early), thankfully we had just arrived ourselves and it was immediately clear that it was my provisional order and not the amended one as so many items were missing. The driver was lovely, I have no complaints about him but we didn’t have enough food to feed everyone for the week we were away which meant we had to go out and battle the Christmas supermarkets anyway – something I hoped to avoid.
Upon returning home I emailed Asda to complain, who sent me an email back to advise I should have “checked out” overtime I updated my order and to ask for the product codes of which items were substituted incorrectly / out of date. I replied and have been met by a “mailbox full message” to 3 emails, so I headed into my local store to try to get a response there.
response@asdacustomerservices.co.uk (response@asdacustomerservices.co.uk)
The recipient’s mailbox is full and can’t accept messages now. Please try resending this message later, or contact the recipient directly.
Again I can’t fault the staff however, apparently I have to go back to the store that the home shopping delivery came from to get a refund……….I am NOT driving 200 odd miles to get a refund on my goods!
Dear Asda, I really need this resolved today if possible and my order status on my app………it still says amending almost two weeks after it has been delivered!!
Adendum: I have had a response from Asda and have had my incorrect substitutes refunded however they do not seem to care that I didn’t recieve my correct order. I won’t be shopping there again………all I wanted was an acknowledgment that their system couldn’t cope with the volume of orders and an apology.
Ugh. Hoe irritating!! I only tried to use Asda online shopping once and it was such a farce that I’ll never use rhem again.
Good luck with finding a resolution.
Oh crickey.
What a complete nightmare.
I hope it’s resolved quickly
Oh no! I hope everything is rectified soon!
That is so annoying for you! They have to put it right…. customer service is key. Not sure I’d trust anyone with my Christmas food shop, despite being an avid online shopper like you. x
I’m an avid online shopper, but it’s stories like these that put me off doing it for my foodshopping. Hope they sort it out quickly for you.
Weren’t Asda the ones where loads of people’s orders got cancelled before Christmas due to a computer failure at their end? Wonder if you got caught up in the same.Whatever the case though telling someone that you need to go to the store that delivered your order to get a refund completely defeats the point of online shopping! Have to say that my one experience at online shopping with Asda was a complete disaster. I tried getting in touch to complain and get a refund but all my messages to them were ignored. Needless to say I won’t be giving my custom again to a company that don’t care about their customers!
I hope you get it all sorted
Asda have always been useless for home deliveries for me, they forget stuff, swap for the wrong items…they once swapped tomato puree for bolognese sauce once! facepalm
Sara | This Girl Loves
Hope they resolver this for you – what a joke! We only tried Asda once and it was a nightmare,stuck to Tesco since!
Sounds like a mess. I love shopping with Asda, they have the best deals but you’re right shopping in store with 2 kids is a nightmare.
I used to online shop with them every month £200+. I lived in central London at the time, shopping would arrive hours late, once I had to wait 2 days and the driver was very snappy with me, told me he did me a favour as so many people off ill. The Headoffice dealt with my complainant professionally.
But it’s stressful when I had a baby and toddler, no food or nappies.
The worst problem is the pre-authorisation system. They hold funds until your good are delivered then they charge you for them. However the funds they held take 7 days to be released by the bank before you can access them. I couldn’t understand why I was getting charged for unpaid DD and standing orders.
I had to stop using them.
I hope your get your shopping order sorted, customer services on the phone are usually helpful. Seems like someone needs to go through the order and refund the difference.
Good luck and Happy New Year
I’ve read your comments on Facebook this morning about this, best of luck for a speedy resolution!
Sounds like a nightmare, I hope they find a solution x
Nightmare! Hope it gets sorted.
Oh my, I do hope you get it sorted sooner rather than later, what a nightmare x
Oh dear, how truly awful – I really hope that ASDA try to resolve the issue and apologise for all the inconvenience.
Their reaction is pretty much tough sh1t – won’t be shopping with them again
Oh blimey. There is nothing worse than online grocery orders going wrong and how it’s handled makes all the difference
Personally I would see if your son can get a job at Tescos. Good luck getting it all sorted.
Oh no! I really hope that this gets resolved quickly. What a pain. There is enough to think about this time of year as it is. Good luck with it all x.
It sounds like Asda have really made a rather large cock up. I am going to admit that we are not fans on online shopping with any company
What a bummer. I hardly ever do online shopping because of this reason… I’d rather go and a good shufty round hehe! Shame on Asda!! x
This sounds awful – especially in Christmas week. I love online shopping though and so hopefully this was just a one-off blip from Asda.
I stopped shopping at Asda long time ago and switched to Aldi for good 🙂 I’m glad you got a refund but at the same time apology would be nice as well!
What an absolute nightmare. I’ve never used Asda online shopping before – and don’t think I will now! Hope you get it all sorted.
I have never had problems with my George and food orders, but boy, did they mess up my mobile phone order! It kept saying delivered when in reality, it had gone missing. They did issue a refund in the end, but it was stressful.
I am glad it got resolved, but I have to admit i am very disappointed with their service. I won’t be using them again
So sorry that this happened to you. I rarely shop with the online stores now as there was always missing items or food items very near their use by date.