I will try to make this as brief as possible, despite this being the most consistantly bad and disorganised online shopping I have ever heard of.
Customer ID - 11173395
Customer Name - Melanie
August 30th - Wednesday
Shopping due between 7-9pm, arrives at 9.20pm missing 19 items - a whopping 43% of our groceries. I call the customer helpline within minutes to try to get the driver to turn back and drop off the remaining shopping. Staff refuse to contact the driver and are incapable of answering the simple question 'will I get my shopping tonight.. yes or no? ' Knowing that the phone lines close at 10pm I make 4 lengthy phone calls to see if I can get the driver to turn back - no-one will tell me if I am going to get my shopping tonight or not - they avoid the question like a politician. They (Sean and Rachael) consistently promise to call me back but never do, and repeatedly inform me they have no contact with the driver (more on this later!). I reluctantly re-arrange delivery for following evening between 7-9
August 31st - Thursday
I sit in (again) like an idiot, waiting for shopping that never arrives. I again speak to Rachael who smuggly asks me if I ever got my 'confirmation phone-call' (which I never did). I didn't need a confirmation phone call as we had had 4 telephone conversations the previous day during which it had been decided the shopping would be rescheduled for thurs night.. I ask to speak to the manager (Michelle) who eventually, after several conversations and my insistence, refunds 10 (when all I want is my food). She then arranges for a Saturday morning delivery, and says I will receive the famous 'confirmation phone call' on Friday morning.
September 1st - Friday
After not receiving my 'confirmation phone call' I phone you again on Friday morning to disover Michelle had arranged a Friday morning delivery! This could not be any more careless or useless since I am at work unable to receive the groceries! This kind of incompetence is totally unacceptable.
September 2nd - Saturday
9.20am we are woken up by a phone call (finally!) from someone wanting to know if we ever received our cucumber and seasonal salad. Despite being annoyed that we'd just been woken up, we were glad you finally seemed to be getting your act together. Expecting the delivery between 10-12 (as promised at 9.20am!!), I then sit in like an idiot, for the third time, to watch no shopping arrive and no-one phone me to tell me I can go out and get on with my life. So, again I called to see where our groceries are and received yet another promise of a return phonecall... which never came! Over the next 3 hours I made 4 phonecalls trying to track down the elusive groceries. During the final phonecall, Sue let the cat out of the bag by stating 'I will call the driver'. Oh Really? So why couldn't Sean, Racheal or Michelle do that 3 days ago when our groceries were still within minutes of our house?
Eventually at 2.53pm, nearly 3 hours late without even an apology, the groceries arrive and we are relieved to see that this time they are only missing 3 items - including the seasonal salad!
I have lost...
9 hours and 53 minutes of my life stuck in my flat, wanting to go out.
Up to an hour phoning your soul-destroying 0845 'helpline' from my mobile. My temper, at several members of your staff for not being very helpful and smuggly trying to wash their hands of the situation (Instead of being Pro-active). Is it not in their interest to stop me phoning up repeating myself and shouting at them, by giving me my food which I have already paid for?
The last of our money - obviously the easiest solution would have been to refund Melanie's card and we could have gone shopping ourselves... only we have no money left (you have it all) and the card will take at least 3 working days to refund - this would have taken us to the following Monday. Can you see why I am annoyed? You seem to have me by the balls!!!
What makes it more suspicious is the missing items are the most desirable (and edible) on our shopping list. I would love to find them in the back of my van after a long shift... (I can't believe I carried all of the bags from the van to my door as a gesture of good will to the driver - I am clearly a sucker!)
This is without a doubt the worst online shopping experience and the most negligent customer service we have ever suffered. We understand that problems arise from time to time but are amazed at how every member of staff we have dealt with has refused to rectify a simple problem causing it to escalate into a total farce. Delivering some bags of shopping is not exactly rocket science but ASDA has turned it into the most infuriatingly complicated and ridiculous waste of time. This is not the first time we have had problems with our ASDA online shopping (substituted items when we always specify no substitutes, driver late or not turning up, missing bags of groceries and refunds that never happen) but this is the best example of the systemic failures at every level of the chain leaving us feeling ripped off and abused as customers. So, what are you going to do to make up for the lost time and aggravation you have inflicted upon us? Nothing I bet.
FYI:
You can also read the whole sorry story on the following websites: (((ROR redacted link)))
Mel
London
United Kingdom
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