Bloody useless Asda home shopping
Discussion
Do any supermarkets actually manage to deliver stuff with some sort of efficiency? I've been using Asda online for 9 months now and at least 1 in 3 deliveries go tits up. Yesterday I placed an order for delivery between 11am and 1pm today. Normally they send an email giving a more refined one hour delivery window within the 2 hour slot. Having not received any email I logged on to the website early this morning to find my order was marked as "already delivered". How the hell they managed that in the middle of the night is a mystery.
Phoned their useless South African call centre. Gave them the order number. Ok says the female minion. "I see you have an order placed for delivery between 11am and 1pm today".
"Yup".
"Can you please tell me when your order is meant to be delivered?"
"You've just told me that!!!!!"
"Sorry?"
"You've just told me when the bloody order is meant to be delivered and then immediately asked me the same damn thing."
Clearly the witless fool had moved on to a new computer screen and immediately forgotten what she'd just told me.
My chances of ever sorting this out are slim. I'll no doubt get charged on my credit card for a delivery that never arrived, spend hours on the phone with a succession of witless idiots and finally decide it's easier to kill myself than try and get Asda to sort it out.
Phoned their useless South African call centre. Gave them the order number. Ok says the female minion. "I see you have an order placed for delivery between 11am and 1pm today".
"Yup".
"Can you please tell me when your order is meant to be delivered?"
"You've just told me that!!!!!"
"Sorry?"
"You've just told me when the bloody order is meant to be delivered and then immediately asked me the same damn thing."
Clearly the witless fool had moved on to a new computer screen and immediately forgotten what she'd just told me.
My chances of ever sorting this out are slim. I'll no doubt get charged on my credit card for a delivery that never arrived, spend hours on the phone with a succession of witless idiots and finally decide it's easier to kill myself than try and get Asda to sort it out.
Edited by Pumaracing on Wednesday 25th February 09:42
I used asda click and collect for the first time two days ago. I waited 40 mins for them to load the shopping in my car, apparently the guy who was ment to be doing it had gone home early, so security were loading the cars. I was disgusted and have just come off the phone to customer services and I'm after a refund for my total shop.
joefraser said:
Swearing at customer service over the phone, as useless as they may be makes you the pillock mate.
Couldn't agree more with this. Shouting on the phone gets you nowhere. Remember, its the people you are phoning that are trying to rectify the problem for you, they didn't create it...MontyC said:
I used asda click and collect for the first time two days ago. I waited 40 mins for them to load the shopping in my car, apparently the guy who was ment to be doing it had gone home early, so security were loading the cars. I was disgusted and have just come off the phone to customer services and I'm after a refund for my total shop.
Why not just put your own shopping in the car and save the time?As a rule Asda are cheap, however their home delivery is dire; it is unreliable, many things are either missing or broken, however I have received bonus bags of shopping that I hadn't ordered and sometimes two or three quantities of items that I have only ordered one of.
We don't use them anymore and are back using Tesco.
We don't use them anymore and are back using Tesco.
As someone who spent some time driving vans for Asda, (What an underpaid thankless job) I can tell you with much confidence that you are 10x better off ringing the store/depot and speaking to the department manager. The call centre are useless even the staff can't stand dealing with them.
You will also be treated much more courteously if you are courteous with them yourself. It's not nice being shouted at when you are trying your best to resolve a problem that you didn't create, it also becomes harder to sympathise with the customer. (Again I speak from experience)
You will also be treated much more courteously if you are courteous with them yourself. It's not nice being shouted at when you are trying your best to resolve a problem that you didn't create, it also becomes harder to sympathise with the customer. (Again I speak from experience)
Edited by Furyjoell on Wednesday 25th February 15:14
Having moved to a town where only ASDA deliver you soon learn what you ordered and what gets delivered can be wide of the mark. At christmas I ordered a bag of nuts and a nutcracker, I got a bag of peanuts as an alternative, I also ordered Gillette razor heads that were substituted with bic disposables.
Marvellous.
Marvellous.
With a broken femur and a 7 week old baby, Tesco home delivery has been a god send to us.
Deliveries have been right at the start of the 1hr time slot and only one exchange so far.
The website is clunky though, you don't seem to be able to refine down to brands in each category, I.e. Yoghurts / Petit Filous, you have to wade through or just search for everything with that brand name.
Deliveries have been right at the start of the 1hr time slot and only one exchange so far.
The website is clunky though, you don't seem to be able to refine down to brands in each category, I.e. Yoghurts / Petit Filous, you have to wade through or just search for everything with that brand name.
Sheets Tabuer said:
Having moved to a town where only ASDA deliver you soon learn what you ordered and what gets delivered can be wide of the mark. At christmas I ordered a bag of nuts and a nutcracker, I got a bag of peanuts as an alternative, I also ordered Gillette razor heads that were substituted with bic disposables.
Marvellous.
We once ordered Parsley which was substituted with Basil and the best one was we ordered fresh raw King prawns; these were substituted with frozen scampi!Marvellous.
There have been numerous others that are equally perplexing.
The best substitute was a 35cl bottle of Asda own Whiskey that was substituted with a 70cl bottle of Jim Beam; they charged us the same as the Asda Whiskey which was awfully good of them.
I used to drive Asda home shopping vans. I made sure to get within the time slot as often as possible, there was probably only 1 delivery a week that wasn't in the time slot and I always rang ahead (using my own phone as I wasn't provided with one as I should have been). I would get quite a b
king if I wasn't in the time slots.
I was always polite and cheerful and the customers were too, even when there were substitutions that were ludicrously wide of the mark.
I was always as liberal as possible (within the rules) and made sure to keep the customer as happy as possible. I once had an order with 3 bottles of wine, the dummy who packed them put all 3 in a crate by themselves and then put that crate on top of the stack of shopping, so when going round a corner the bottles smashed into each other and 2 of them burst covering all the shopping below in wine. Some of the shopping was ruined because of the wine but most of it was ok as it was in sealed packaging, however I refunded the whole lot to the customer and arranged for replacement items to be sent out the next day for all the perishable goods. They were happy despite some of their order being inedible as replacements would be on the way the next day and the rest of it was free (albeit wine stained). If I had taken any of that load of shopping back to the store it would have been chucked straight in the bin.
I agree with a poster above, I can't see how they can make any money from doing these deliveries, it must be a loss leader. A very generous estimate would average each delivery at £5 cost to the customer. I would do about 10 deliveries in 4 hours at £6/hr, it must have taken a good couple of hours for a 'picker' to pick the stock from the store, there was a online shopping manager and 2 assistants who did paperwork stuff all day, then there is the fuel cost (about £30 in 4 hours), the hire of the vans (they are hired not owned) and the costs for converting them to be fridges, the cost of damage/wear and tear to the vans (on a fleet of 8 vans we had approx 1 wing mirror and 1 or 2 tyres per week that needed replacing). On top of all that they aren't saving any money from it being an 'online' shop as all the stock is still put out on the shelves in the store and then picked off the shelves to be put on the vans!
I'm so glad I'm not doing that job any more as it was a very demeaning job, I found the customers all right, mostly grateful/cheerful (I'm sure that was down to the way I spoke to them though). However the colleagues/managers/supervisors were utterly rude and obnoxious people. Glad to be out of it!
king if I wasn't in the time slots.I was always polite and cheerful and the customers were too, even when there were substitutions that were ludicrously wide of the mark.
I was always as liberal as possible (within the rules) and made sure to keep the customer as happy as possible. I once had an order with 3 bottles of wine, the dummy who packed them put all 3 in a crate by themselves and then put that crate on top of the stack of shopping, so when going round a corner the bottles smashed into each other and 2 of them burst covering all the shopping below in wine. Some of the shopping was ruined because of the wine but most of it was ok as it was in sealed packaging, however I refunded the whole lot to the customer and arranged for replacement items to be sent out the next day for all the perishable goods. They were happy despite some of their order being inedible as replacements would be on the way the next day and the rest of it was free (albeit wine stained). If I had taken any of that load of shopping back to the store it would have been chucked straight in the bin.
I agree with a poster above, I can't see how they can make any money from doing these deliveries, it must be a loss leader. A very generous estimate would average each delivery at £5 cost to the customer. I would do about 10 deliveries in 4 hours at £6/hr, it must have taken a good couple of hours for a 'picker' to pick the stock from the store, there was a online shopping manager and 2 assistants who did paperwork stuff all day, then there is the fuel cost (about £30 in 4 hours), the hire of the vans (they are hired not owned) and the costs for converting them to be fridges, the cost of damage/wear and tear to the vans (on a fleet of 8 vans we had approx 1 wing mirror and 1 or 2 tyres per week that needed replacing). On top of all that they aren't saving any money from it being an 'online' shop as all the stock is still put out on the shelves in the store and then picked off the shelves to be put on the vans!
I'm so glad I'm not doing that job any more as it was a very demeaning job, I found the customers all right, mostly grateful/cheerful (I'm sure that was down to the way I spoke to them though). However the colleagues/managers/supervisors were utterly rude and obnoxious people. Glad to be out of it!
HTP99 said:
The best substitute was a 35cl bottle of Asda own Whiskey that was substituted with a 70cl bottle of Jim Beam; they charged us the same as the Asda Whiskey which was awfully good of them.
I had some utterly hilarious substitutions in my time as a driver, I forget exactly but one was something like marmite substituted for boot polish.Another was sanitary towels, the exact brand weren't available and the substitute was..... a bag of cotton wool balls!
Also had many times when a specific product like gluten free bread wasn't available so they just bunged a loaf of normal bread in there, no common sense at all!
At least the substitutes are only ever the same price (if it's a more expensive item) or cheaper (if it's a cheaper item), you won't get charged any extra for a substitute.
There was one guy who used to order veg oil, to run his old diesel car on, and the quantity he ordered wasn't available, so to get the quantity up the pickers substituted all kinds of expensive olive oil in there!
Gassing Station | The Lounge | Top of Page | What's New | My Stuff