Asda Online - Never Again!!!! (Asda)

Member Name: Gill Wilson

Product:	Asda
Date:	04/03/09 (24 review reads)
Rating:

Advantages: You can choose not to use them

Disadvantages: Using them

Friday 13th February 2009
My ordered did not arrive within the alloted time period and, as
advised by your web site, I telephoned the helpline. I was advised
they would call back with the information as to what had happened. I
never received that call. I called again about 1-2 hours later and
was advised that the store has said the shopping was out for delivery
and they were going to try and contact the driver to find out what the
problem was. I waited, but no shopping and no call to explain what
was going on.

Saturday 14th February 2009
As there was still no sign of either my shopping or a call, I
telephoned the call centre again. This time I got the name of the
person I spoke to. He assured me that he would make
sure I received a call back just as soon as someone had called the
store, who would call the driver to find out what was going on. After
2 hours, still no returned call.

I called again. I asked to speak to the person, but was told he was busy.
I was advised that I would be called back after someone had phoned the
store who would phone the driver to find out what was going on. This
was a familiar story and I knew the ending, so I asked that I be put
through to someone more senior. This time I spoke to Gerome who, when
asked, identified himself as a senior member of staff. I advised
that I would stay on the line until someone phoned the store and
contacted the driver to find out what was going on. Gerome telephoned
the store while I was online. First I was told it was out for
delivery today. However, when I pressed as to when the delivery would
be made, I was then told it had been delivered. I advised that there
had been some home for the last 36 hours and no delivery had been
made. Then I was told that the driver had tried to deliver but there
was no answer at the door, that he had tried to phone but got no
answer and that he waited 20 minutes then left. Again, I reiterated
that there was someone there and that there had been no phone calls
and no missed calls shown on the phone, so this was not possible.
Finally, I was told that the store manager of home delivery would call
me back to arrange a new delivery time and to apologise. I expressed
my disbelief at the possibility of a returned call and asked for a
time within which this call would be made. I was advised they would
phone this person back and ask when the call would be made, then call
me to advise when that would be. This time I did receive a call from
the call centre saying that the store manager of home deliveries would
phone me back immediately. They also said the driver said he had
tried to phone when he tried to delivery, but the phone was always
engaged. The only time I had been on the phone was to phone ASDA to
ascertain where the order was, other than that, the line was totally
free, so I am not convinced.

So far I still have not received a call from the store manager of home
deliveries. So I have telephoned to cancel the order and request a
paper address to write to to complain. I was advised that there was
none and the only way to complain was via your web site. However,
there is an address on the email confirming my order, which is the
registered office of ASDA, so I will be writing there.

Summary: Charged for goods that didn't arrive and they just lie to you on their phone line.