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Daughters problems with grocery order.

(17 Posts)
HAZBEEN Thu 28-May-20 15:39:46

Last Thursday my daughter had a delivery booked with Asda for 9-10pm. It didnt show. She rang Customer Service to be told it was out for delivery but they deliver up till 11pm so to wait. It still hadnt shown up by 12 so she went to bed. Friday CS said someone would ring her to sort it out. No one did. Saturday Customer Service said they would send an email to get a refund of the £133 she had had taken from the bank. Still no refund today and CS say she should be patient as they have a backlog of similar complaints!
She is shielding due to her own health and her son who is autistic as well as other health concerns. They could have left her with no food and no money. But their attitude is tough, wait, we will sort it when we feel ready.
I am 300 mile away and trying to help her by phone etc. but feel helpless at the moment. Luckily she has managed to get a Tesco delivery but what if she hadnt been able to. Do these people ever think it could be one of their family left like this?

AGAA4 Thu 28-May-20 15:44:36

What an awful situation for your poor daughter HAZBEEN.

Not a good advertisement for Asda. It should have been dealt with much sooner. I hope they apologise to your daughter.

HAZBEEN Thu 28-May-20 15:48:28

Not likely! The latest one on Customer Service actually sniggered!

Puzzler61 Thu 28-May-20 15:48:50

That is shocking HAZBEEN and a complaint worthy of taking to the top with Asda. I’d be tempted to find out the name of the CEO and write to him personally. Supermarkets like to know which of their stores are performing well - they should be made aware of the very poor ones like this.
I’m glad your daughter has sorted out food from Tesco for her family.

Tuppence15 Thu 28-May-20 15:50:37

If you want to send some food urgently, Morrisons are still doing there basics food boxes. I have sent my daughter two of these over the last few weeks because she couldn’t get delivery slots and they have been very good value.

HAZBEEN Thu 28-May-20 16:43:46

Latest from Asda is there are "lots of people in the same situation" so in other words they have left others in the same or worse state, taken their money possibly leaving them unable to feed themselves. Dont they realise this FRAUD by any legal definition besides being morally wrong.

Chewbacca Thu 28-May-20 16:52:13

HAZBEEN, try contacting Asda CEO, Roger Burnley direct. You can email him at [email protected] or, alternatively, his telephone number is 0113 243 5435. Even if you can't speak to him, he will have a PA or secretary that you can leave your details with.

Always remember that Chief Executive Officers (CEOs) are people, just like us. They'll respond to an email depending on its tone and content, so think about what you want to say carefully before you click send. We've pulled together some hints and tips to help you get the response you're looking for.
Be polite.
If you are able to say something good about the company before you express your disappointment, do it. It's a great way to get your reader on side.
Stick to the facts. Try not to let any emotion or judgment spill out.
Don't use threats.
Shorter is better. Keep the information concise and to the point.
*Include any customer reference numbers or invoice numbers you have.
Include a brief history of the issue and any correspondence so far, if it's helpful.*
Use names of people you have spoken to if you have them.
Do not accept being passed back to customer services, unless it's with a named person and with a promise of follow-up.
Explain clearly what you want as a solution or outcome.

Give it a try, you have nothing to lose and everything to gain. Good Luck.

HAZBEEN Thu 28-May-20 16:57:08

Thanks Chewbacca We will give it a try.

Chewbacca Thu 28-May-20 17:00:44

Champion! Come back and let us know how you get on.

Puzzler61 Thu 28-May-20 19:21:26

Good Luck.

Coolgran65 Thu 28-May-20 21:06:14

I had a new phone bought from O2. It developed a problem and was 2 days over the one year warranty. So help was refused at the store. Yes it was out of warranty but I had hoped for some leeway.

I came home and sent an email to 02 CEO. I received a phone call the next day saying they weren't oobliged but wished to offer me a doorstep swop. Next day a new phone arrived by special delivery and they took my old phone away. They even had a pack to put the old phone into.
Wonderful service.

BlueBelle Thu 28-May-20 21:14:14

No use now or in getting money back but I ve had weekly deliveries from Iceland and had no trouble They aren’t my normal supermarket of choice but they have been good for me and have delivery slots available each week one delivery they missed one bag but came back with it at the end of the round otherwise it’s been a really good service
Might be worth her changing for another time

Doodle Thu 28-May-20 21:17:27

We too have had good service from Iceland and next day delivery.

callgirl1 Thu 28-May-20 21:18:26

About 5 years ago, Asda failed to deliver our Christmas order on Dec 21st, swore they`d been and we didn`t answer the door. We retaliated with the fact that we`d been watching our CCTV all evening and seen nobody at the door. Then they promised to come on Christmas Eve, still no show. Luckily we already had a turkey, but if it hadn`t been for family nipping out to get us fruit and veg, Christmas dinner wouldn`t have been great. As it was, we missed out on tinned fruit, jellies and cakes.
My hubby said we never shop with them again, and I haven`t until the last week or so, because now it`s get it where you can.
Oh, they gave us a £40 voucher as compensation!

ElaineI Thu 28-May-20 23:41:59

These things happen from time to time. I know you feel upset for your daughter but it is really her problem to sort not yours so try to not let it make you so upset. These are difficult times and it will be sorted eventually and she has managed to get a delivery from Tesco. There are phone numbers with Scottish Councils for people shielding if they have difficulties. On council websites. No idea if they do in England but they might. Perhaps Google to see if there are?

HAZBEEN Wed 10-Jun-20 12:30:38

Well she finally got her money back yesterday! That's almost 3 weeks since they failed to deliver. No apology of course. We tried to call the CEO and sent 2 emails to her as Chewbacca suggested but no response from either. She just had to keep phoning customer services until she finally found someone who actually listened and did something about it.
I find it disgusting that they left someone with no shopping and as far as they were aware no money for 3 weeks. It seems as well that she is not alone, after posting on Fb she was contacted by others. One man had received his refund after 2 weeks then they took it again!

Katyj Wed 10-Jun-20 12:49:58

Shame on you ASDA. It is disgusting service , there are no excuses. Keep on complaining, everywhere !