cheap food and lots of choice but not worth a day of my life! (asda.co.uk)

Member Name: forestgateaux

Product:	asda.co.uk
Date:	21/09/09 (65 review reads)
Rating:

Advantages: i'm sure the problem i had was rare

Disadvantages: 'it's not my problem' staff philosophy

I had a very bad experience with asda.com and have not used them again since.

I ordered my food as usual and arranged delivery for the '1-3pm' slot 2 days later. I waited in for the full length of time and the delivery did not arrive. Half an hour later I phoned customer services and they told me the driver was probably running late and that I should ring back if it had not arrived by 10PM. This was pretty annoying because there was no food to eat for tea and we had planned to go out in the evening, not to mention that i wanted to go to bed! But I waited and when the delivery did not arrive I phoned back. Guess what? The phoneline had been closed for 2 hours!

The next morning I phoned up again and was put through to my local store, where I was told there was no note as to why my delivery had not arrived and they would investigate and phone me back. I waited for 2 hours before phoning back myself. I was told the driver had been 'disciplined', as if this would make me feel better. I was more annoyed with the lack of communication and I told the store manager this. I asked if I would be able to get my delivery that day and was told I could but I would have to speak to someone in 'head office'. Instead of putting me through to head office the manager gave me a phone number to ring them myself.

When i rang the number i found myself put through to the general customer services line again. Obviously I was annoyed, more so because the woman on the phone told me it was against the rules to put me through to head office, even after I explained the situation. I asked her to give me the number for the man i had just been speaking to, as I no longer had it. The number she gave me did not exist and I had to start all over again. By this point I had wasted 5 hours of my day, not to mention the hours I had spent waiting the day before.

To cut a long story short(ish!) I never got my delivery and I never got an apology. The shop manager fobbed me off to the poor customer service staff so he didn't have to deal with the problem. I was very unimpressed with the service and in the end it was the way they handled the situation, rather than the fact my delivery never arrived, which made me angry.

Summary: i wouldn't use them again