A complaint about Asda

Status: Approved

#FinancialLoss #CustomerService #Inconvenienced  Furious Let down Disgusted 

Kindly shared by H. Goldsmith

What happened

I had an online grocery shop with Asda for delivery on 1st December. The total cost of the shopping was approximately £490. As per their procedures, Asda pre-authorised my debit card the day before but for some unexplained (although I have asked repeatedly) reason they pre-authorised my card twice. Once the shopping was processed on their end they completed the payment for one of the pre-authorisations but this left a pre-authorisation of £467.12 outstanding. As a result, my available balance is now impacted by a significant sum of money. I spoke to Asda customer services on the 2nd December when I realised that the pre-authorisation was still on my card. Asda said that they reversed it on the 30th November and "please take the issue up with your bank - thank you and have a good evening" in the cheeriest voice you could imagine. I spoke to my bank who said that Asda had not removed the pre-authorisation (bear in mind these contacts with various customer service centres had taken in excess of 2 hours by this stage) and that Asda need to release the hold or the money will remain ring-fenced for up to 7 working days. The reduction in my available balance was now causing me financial hardship as I had bills coming out on direct debits that would now bounce as a result of the insufficient available balance. Every time I contacted Asda customer service I was told that they "have refunded you the money - so it is ok" and "the process will take 3 - 5 working days to release the pre-authorisation" and always followed by how thankful they are for me shopping at Asda and to have a good evening! Eventually, I managed to make someone understand that this has to be escalated to Head Office and I will not just speak to an advisor reading off of a script and was finally passed to someone in UK Head Office. Sadly this person was also no help and maybe could have been more helpful if he had just read off of the script. He just repeated the - "We have reversed the authorisation" it is your bank's problem - which translates to - go play ping pong between your bank and us eventually it will be resolved and we won't have to deal with this. I have now spent over 4 hours on phone calls to both my bank and Asda and I am still without access to that £467.12 and have had charges from both my bank and my credit cards for direct debits that have been returned due to insufficient funds as a result of an error that Asda has made. Regardless of whether the process takes time to reverse pre-authorisations my issue is they should never have pre-authorised the funds in the first place! Not once has anybody at Asda been able to offer me any kind of practical help with this - apparently, it is my issue to deal with as I am the one impacted and therefore I should be the one chasing around trying to deal with this and spending time and more money on phone calls and online chat robots. To add insult to injury, my online shopping was completely messed up and I had to have over £30 refunded to me from Asda due to tins being smashed, several items not being delivered and other random items being delivered that I did not order. So I just have to ride it out and wait until the Gods of the banking system decides enough time has passed and therefore I can once again have access to my money and not one person other than myself gives a hoot - although I am told by everyone that I have spoken to both at my bank and at Asda how sorry they are that this has happened to me, and they all hope I enjoy the rest of my day - how kind!

What I wish had happened

I would have liked Asda to take responsibility for the fact that they have caused me serious financial hardship as a result of their error and at least tried to make it right instead of making it my problem to deal with.

Where this happened

On the Internet

Asda Customers

Most talked about by Asda customers

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How this makes Asda customers feel

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25% Financial Loss
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22% Inconvenienced
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19% Customer Service
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6% Quality of product
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6% Returns
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Furious

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6% Delivery
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3% Rudeness
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Furious

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3% Discrimination
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3% Embarrassment
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Furious

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3% Communication
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3% Delay
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Supermarket Customers

Most talked about by Supermarket customers

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How this makes Supermarket customers feel

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15% Customer Service
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Scared

15% Inconvenienced
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9% Quality of product
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9% Financial Loss
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Furious

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7% Rudeness
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Furious

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7% Communication
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6% Embarrassment
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6% Service
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5% Delivery
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5% Discrimination
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5% Communication
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4% Expectations Exceeded
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2% Returns
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1% Other
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1% Other
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1% Delay
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1% Injury
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  1. Asda
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Most complimented Supermarket companies

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  1. Morrisons
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