Monday, 3 November 2014

Oh Dear Asda!

Personally, I do not opt to purchase my food shopping online – I’m much too fussy a shopper to elect someone else to make specific choices for me! However, there are many customers that find this a convenient way to shop.

My daughter often buys her food shopping online, as she has a young son and relies on public transport, so having at least the heavier items delivered can be a big help. Buying groceries from Tesco using this method had proved reasonably reliable. Although the occasional item was missing from the delivery, the shopping did at least turn up and mistakes rectified where appropriate.

However, she recently decided to try home shopping with Asda, which in her case turned out to be a big mistake!

Online shopping may not be the key
Despite receiving two confirmation emails relating to her order, stating the delivery time slot, the shopping never arrived. After waiting a suitable amount of time (sufficient to allow for unavoidable delays), she contacted Asda. The first customer service adviser that she talked to was somewhat brusque, intimating that the order may not have been properly confirmed, despite the receipt of two emails.

She was then passed on to an adviser in store, who at the outset appeared more helpful, but did not go on to fulfil this promise. Despite their assurance that they would track down the relevant order and inform my daughter as to what was happening, they never did get back in touch. And the shopping never did arrive!

My daughter contacted Asda again the following day, when she was told that they would not take the money for the shopping! Did they think they were doing her a favour saying this? They can hardly charge for something that they’ve literally not delivered!

When my daughter expressed her displeasure at the whole debacle, the adviser decided to offer her free delivery on her next order – as if she was going to trust Asda again in a hurry.

I relate this tale as an example of what I consider to be appalling customer service. My daughter was left without vital shopping (including milk for her young son), no explanation has ever been made for the error, and their half-hearted apology doesn’t go far enough!

I was so incensed that I contacted Asda myself via Twitter - a method that has had favourable results with other companies in the past. Although Asda did respond, it was all a bit half-hearted, only providing me with the suggestion that she spoke with the store in question. Not very clever, when I'd mentioned that she'd already done this! Asda home shopping is definitely not an experience that I would recommend.

What online shopping disasters have you experienced?

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