Oh dear Asda! When online retailing goes very wrong.
I have been incensed to write this post by the appalling level of service I just received from Asda, having placed my first order with the supermarket online…(The boyfriend and) I moved into a new home recently and – finally starting to get settled – we booked in a series of house warming drinks and dinners with friends, family and new neighbours over the coming weeks (starting tonight). We needed to order a serious amount of booze!
So, after researching what was on offer in all the major supermarkets, we decided to go with Asda and placed our order online (we don’t have a car). We paid extra to book in our time slot between 2-4 pm (he came just after 4), not a major deal – but still. We ordered 12 bottles of Red, 6 White and 8 Prosecco.
I’ve just had the delivery and we only received 1 bottle or Prosecco, out of the 8!! We have guests arriving shortly and it has left us totally screwed. I’ve just rung customer services really pi**ed off and been told there’s nothing they can do. Apparently, we didn’t tick a box when ordering saying that we would accept other products (instead of what we ordered) if required – so were told they couldn’t send us anything else out.
I have a question Asda, you diligently took down ALL our personal details: mobile numbers, emails..etc, when we placed our order. But at what point – after you took our order for 8 bottles and realised you only had 1 - did you not feel it appropriate to contact us [your customers] and let us know this? It is blindingly obvious from the order that we’re either serious alcoholics or having a party..either way-we needed that order fulfulling!
This is a clear example of online retailing going wrong. Asda has a system which doesn’t allow it to contact customers when it is unable to fulfil an order. I am not talking about exchanging a basic cucumber for an organic one, I am talking about a massive blunder which has left 90% of the product missing. Surely basic common sense comes into the equation somewhere?!
It annoys me because online retailing shouldn’t mean poor levels of customer service and it really gives online a bad name.
Anyway, rant over – I’m off to the shops (in a taxi!).
FashionBite xx
