Online Shopping - Delivered Outside of Slot AND Dumped Shopping! (Asda.com)

Member Name: MrsLim

Product:	Asda.com
Date:	06/06/09 (87 review reads)
Rating:

Advantages: Absolutely nothing - I don't even think they're cheaper than Tesco!

Disadvantages: Poor customer service, delivers outside timeslot

[Online shopping and delivery review]

I thought I will share with you my one experience of online shopping and delivery with Asda.

Making the Order:

This is easy enough. You go onto the Asda website and, like the other supermarket websites, place your order, select a delivery date and time and pay. I booked a timeslot of 7-9pm on a weekday. That particular timeslot because my husband and I would definitely be in from work by 7pm.

Delivery

It just so happened that my husband needed to meet me at the bus stop 10 minutes down the road to help me carry something that he walked out of the house. We walked back together and arrived at the front of the house. What I saw absolutely shocked me! All our shopping bags had just been dumped outside of our front door with the delivery note quickly stuffed in the letter box. I looked at my watch - 6:45pm! I was livid!

I immediately called Asda's customer service and told them that the delivery had arrived 15minutes ahead of schedule AND had been dumped outside on the ground. I waited for the customer rep to reply and she said "I'm really sorry, madam. What would you like to do about it?" She asked ME what I would like to do about it?!

I told her the least she could do was to give me my delivery charge. She went away, spoke to her manager and her manager told me that she could only give me free delivery for next time. I don't think so, I said, there will not be a next time and I wanted my delivery charge. Luckily for me, the persistence paid off and I even got them to think about what else they could offer me. They told me that they would call me back the next day.

The Next Day...

I had been busy in meetings all day and so was not available to pick up my mobile, and no voice messages had been left. Come evening, I received a phone call and upon answering I was greeted with "Hello Mrs Lim, it is Asda. Where have you been? I've been trying to contact you all day, like I said I would". The audacity of that rep - what outrageous manners! I told her it was my prerogative as to whether I chose to answer my phone and, rather rudely, told her what they have decided and to spit it out quickly (by then, I was extremely irate!). They offered me £5 as compensation! By then, I didn't care - I didn't want to deal with such appaulling service and people so I just agreed.

The Total Compensation

The total compensation received was £6.00 delivery charge and £5. Not great considering Asda is competing with the likes of Tesco.

Asda v Tesco

I've been doing my online Tesco shopping for a good 2 years now. We've only had one delivery problem. The delivery was 30 minutes late and upon speaking to Tesco, I was immediately refunded my delivery charge whilst they checked what was going on with the driver. I was not put on hold and the customer service rep called me within 10 minutes, just like she said she would. When the driver turned up, he was extremely apologetic. I'm sure if I pushed it, I would have been offered something more from Tesco but I like them a lot and thought I would give them a break.

Overall:

I can't believe that Asda could afford such atrocious customer service when they have to compete with the likes of Tesco. Absolutely rubbish and would never use them again!

Summary: Absolutely rubbish! Don't go there!!