My complaint:
Order number:21618606322
Case reference:200601-001510
The groceries order 21618606322 was literally not delivered and cancelled by Asda but the order was put through as delivered on my account by Asda old Kent road store. Asda did leave a VM at 7:26pm,9th May which says they can’t handle my address, so they have to cancel my order. (I had already let Asda call centre agent listen to this voice message when I spoke to the agent on 10th June’s call).
I was expecting my order in the evening of 9th May 2020 but the order had never been delivered. The payment (£60 in egift card £35.46 from my HSBC credit card) was collected.
I respectively called Asda customer services team on 1st June and 10th June. They said they will look into my case. Since then, I haven’t received any responses or a refund from Asda.
I also went to the Asda Old kend road on 23rd June 2020 for help. The staff member called Hana was very helpful. On 26th June, I popped into this store again, her colleague said Hana has already sent email to Asda head office to request a refund for me but the head office hasn’t replied or issued me the refund.
I tried to call Asda Customer services again today (29th June). Still no results. Very disappointed with Asda customer services team.
Suggested solution:
Refund me the payment for the undelivered order and improve their customer service.
