I ordered from Asda online and was sent goods from Morrisons! (Asda.com)

Name: lellagrace

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Product:	Asda.com
Date:	17/12/06 (554 review reads)
Rating:

Advantages: Easier than carrying home heavy shopping

Disadvantages: Unreliable and poor service

Okay so it is Christmas next week and everyone is stressed out with the shopping and cleaning etc. Me included! That is why I decided to make things easier and use the Asda online shopping service for some of my shopping this weekend.

I have previously ordered from other online supermarkets but as I usually do my major shop at Asda I thought I would use them this time. I found the website easy to negotiate and it was easy to see what I was ordering, with prices and pictures of the goods on offer clearly displayed.

I typed in my order on Thursday afternoon, requesting delivery for Sunday between 11 am and 1 pm. The following day I realised I had forgotten some of the items so logged on again and found it very easy to add these to my original list. All I had to do then was sit back and wait for the goods to be delivered. (Well, not really sit back, I had too much other work to do, but you get the idea.)

Sunday morning arrived, Sunday afternoon came, it was now past 1 pm – where were my groceries? I had planned a snack lunch using some of the items on the order.

I rang the customer helpline at 1.15 pm only to be told my local store was experiencing delays in deliveries but not to worry, my order would arrive shortly. This was something I accepted, after all it is the weekend before Christmas and I could understand they were probably busier than usual.

However, an hour and a half later when the van had still not arrived I rang the helpline again. This time I spoke to a man whose English was so bad I had to ask him to repeat everything he said, and he could barely understand me. I asked if he was in my local store (within a couple of miles of my home) and he told me “No, I am in a call centre in South Africa!” Now I was really annoyed, why were Asda using call centres like this!

Anyway, the man told me he would check what was happening and ring me back immediately. Another fifteen minutes passed and no call, so I managed to find the number of my local store and rang them. The assistant told me the customer services manager was right next to her and I heard her tell him I needed to speak to him about my order. He told her he would ring me back! Oh No! I have heard that too often today, so I told her I would hang on until he spoke to me. What happened? I got cut off!

Shortly afterwards the driver rang me to say he could not find the road where I live. I found this hard to believe as Asda have delivered regularly to my neighbours for ages, but gave him the benefit of the doubt, perhaps he was new to the area.

When he arrived he told me that although I live within two miles of the store they had sent him on a journey of some 20 miles to do his other deliveries before dropping mine off. Never mind, it wasn’t his fault, he was really apologetic.

I unpacked my shopping and was amazed to find there was no copy of my shopping list in the bags, which happens with other online supermarkets I have used. That meant I had to print out a copy to check off the items. I was desperately waiting for one item on the list and guess what – that was the one that was missing!!!

I was just about to ring the store again when the driver reappeared, apparently he had forgotten to bring in one of the bags and had realised afterwards. So all was well – or was it?

I unpacked my shopping and as I was putting a packet of Cornish pasties into the fridge I noticed there was a price sticker on them – for MORRISONS supermarket!!!! Now how on earth can that have happened I wonder?

I have now complained to Asda customer services, via their website, not the call centre and await their explanation. I do not see why I should have to put up with this kind of inferior service, a delivery almost three hours later than the last scheduled time, poor customer service and then Morrisons goods instead of Asda’s!

In future I shall take my custom elsewhere, even though Asda is the most convenient supermarket for me to pop into.

Summary: Don't use Asda for your shopping!