Wednesday, 24 October 2012

My AWFUL ASDA experience.

This is what the wetness from the bags did to my leggings!!

I feel like i haven't posted on here in years but then again 3 months in blogging time probably equates to years anyway.
I am blogging today because i am highly frustrated and annoyed with a recent online shopping experience.
It wasn't the usual fashion or beauty haul, oh no! I placed a grocery order from ASDA.
So i placed my order on the 11th of October and booked it to be delivered between 1pm-3pm the following day.
Sure enough at around 2pm on Friday the 12th my order arrived, i signed for it and took it to my kitchen.
When i was unpacking my food i noticed the carrier bags containing the food were wet and i could smell a strong smell of bleach. I put two and two together and sure enough the wetness on the bags had bleached and ruined my clothes. 
I started to worry about the bleach being all over my food shopping so rang the ASDA customer services and this is where it all went downhill. (i actually emailed initially but because of the seriousness of the matter i decided to call)
The lady i called was clueless and couldn't understand that i didn't want any of the food any more because it could well all be contaminated with bleach. She kept offering me a refund for my damaged item..... 'Lady, ALL my items are damaged!!'
After a lot of talking and not getting anywhere she put me through to the store manager who was equally unhelpful.
She proceeded to tell me she had no idea what it could have been, she insisted it couldn't have been any cleaning products they use in the delivery van like i had suggested and it couldn't have been any bleach that had spilt in the van because the food is all stored in different compartments.
Eventually she decided to offer to pick all the food back up the following day and then re-deliver it in a day or two, NOT good enough in my opinion. I was busy the following day (I was actually admitted to hospital at midday due to severe stomach pains...) so declined. She then went on to offer me a partial refund for my shopping....again NOT good enough in my opinion however at this point i had been trying to resolve the issue for hours and seemed to be getting nowhere so gave in and accepted the partial refund. She explained it would be issued and would be credited to my bank within 7 days.

Now, the next day, as i mentioned previously, i was admitted into hospital with severe stomach pains and stayed there for almost 6 days so was unable to pursue the matter any further regarding the ruined clothes and the refund.

On the 22nd at home i decided to check my bank account and noticed i had still not received any refund nor any response to previous emails so I decided to call ASDA and once again I received atrocious customer services. I was offered the usual refund for THE item damaged no matter how many times i tried to explain my whole order was unacceptable. Eventually the lady at customer services told me she has no authority to issue a refund and couldn't direct me to anybody who could.

I am now at a loss at what to do next, everybody i try to contact say they cant help and wont direct me to somebody who can. I am out of pocket and i have ruined clothes.

All i can assume is ASDA are happy to let me and my young daughters eat food which is potentially contaminated with bleach?!

One thing is for sure, i will NEVER be shopping there again. Think of it this way ASDA, because you couldn't help sort out my £40 order you will now be loosing out on my £100 food shops for the rest of my life, such a stupid move on your part.

At a last ditch attempt i will be writing to head office regarding this whole fiasco however i won't hold my breath.

Have you ever had an awful shopping experience and were the customer services as atrocious as this?!

Char
xxx

8 comments:

  1. Oh my god, this is terrible! Be thankful you didn't get it on your skin or you could've had ammonia burns :|

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    1. Sara funnily enough my finger were pretty irritated the next couple of days I never even thought about that!!

      X

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    2. Sara funnily enough my finger were pretty irritated the next couple of days I never even thought about that!!

      X

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  2. That is disgusting. Write a strongly worded letter to their head office and don't stop writing letters until they acknowledge your issue.

    I would also suggest you always email in these situations as phone calls (though they say are recorded) are pretty much lost once you put the phone down. So letters and emails are good, keep a log of the history between you so any promises/apologies/lack of help they provide is documented as evidence.

    This could have potentially poisoned one of you and is such a disgrace! You could even threaten to take this story to your local paper - not sure they'd be happy with that.

    I'm all about the consumer with these huge companies! Good luck!

    Dayner x UK Fashion, Jewellery & Lifestyle blog - mozzypop.com

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    1. Thanks for your response and advice.

      i will definitely be taking it all on board and will make sure this gets resolved!

      thanks x

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  3. Wow. That's an impressive amount of failure on the part of their customer service and management.

    I’m with the above comments and would recommend a few options:

    1.) Go in person if possible. I know most of us want to avoid confrontation at all cost- but this has crossed the line between ‘annoying and rude’ to the dangerous and costly. Most companies have policies in regards to accepting products as returns and handling customer related issues – BUT in many cases these policies only apply when the customer is there in person.

    2.) When you find a road block in your conversations with these twits simply stop and ask “may I please speak to your manager or supervisor”? Or “who would be in a better position to assist me in this matter?”

    3.) Here in Canada we have ‘Consumer Reporters’ who works for every major TV station and many newspapers (as mentioned above). Documenting your damage, the dates and conversations is exactly what these reporters need to put together a targeted report on shoddy customer service or unfair treatment – and in some cases they can assist in getting some kind of resolution from stubborn companies.

    4.) Take it to Facebook and Twitter. A number of companies have been shamed into action via social media (your blog is a great place to start and direct people to see the full story with photo’s etc)- but Twitter for example gets your story in front of a LOT more eyeballs and perhaps the right folks at ASDA.

    I wish you the best of luck, a brighter day and some resolution!

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    1. Unfortunately i have tried most of these suggestions already and still getting nowhere.
      I feel the letter sent to head office is my last resort and if that fails i have no clue what to do next.

      I have yet to go to any newspapers etc however definitely will if needed.

      thanks for your response, very helpful. x

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  4. Hey! I'm a 16 year old finnsih girl and I made a beautyblog a couple of days ago. I write about nailart, hairstyles and makeup. I try to post as often as possible and I put alot of my own pictures in the blog too. If you're interested please go check it out:)
    http://theonewiththebeauty.blogspot.fi/

    ReplyDelete