My Wife placed an order for home delivery with ASDA the middle of last week and booked a delivery slot for Friday evening (2/8/2013) between 6 and 8pm.
At 8.30 she rang the appropriate number to ask where the delivery was and was told it was still out for delivery and that there couldn't/shouldn't be a problem with the delivery/driver other than just running late, as, my wife was assured, the driver would call us if there was. Accepting that, although a little annoyed that the driver didn't have the courtesy to at least call and say he was running late, my wife agreed to call back half an hour later if the delivery still hadn't arrived.
An HOUR later, my wife called again, ASDA had no answer as to why the delivery had not been made, they said they had even contacted the driver and asked him to call my wife with an estimated time for the delivery. At this point my wife asked if they had actually given the driver her correct mobile number as she had recently updated this on her ASDA account. Looking over her shoulder at this point I could see in ALL THREE PLACES for contact phone numbers was my wife's correct phone number was in place. ASDA asked my wife for her correct phone number whilst she was on the phone and ASDA confirmed that was the number they had. ASDA said they would move the complaint up to a line manager and someone would call her back ASAP. My wife advised it was now 9.30 and that she was going to bed at 10pm. NO ONE CALLED BACK THAT NIGHT AND NO DELIVERY WAS MADE.
The following morning my wife called ASDA to find out how and where she could complain and was given an address to write to. ASDA said that they would try again to deliver the order on the Saturday. My wife explained that she had already given up her Friday evening and was not prepared to give up any more time so was cancelling the order completely and made it quite clear that was the last time she would do business with ASDA and that she now would spend her Saturday shopping at Tesco instead.
On Saturday evening, around 24 hours late, ASDA turned up at our door with a delivery. I pointed out that this couldn't be for us as our delivery was supposed to have been mad the evening before and that my wife had cancelled the delivery altogether that morning. The delivery driver then started making excuses on behalf of his colleague, saying that that he had tried to find the property the day before, but as he couldn't, he had tried to phone but had no reply. I asked to see the delivery note and guess what?. THE WRONG PHONE NUMBER WAS ON IT!!! So despite the correct number being on the account in three places and ASDA confirming that they had the correct phone number, a different number was on our delivery details. I asked the delivery driver why it was that despite not having the correct phone number his colleague still could not find our property, he said "well your property is hidden behind a high hedge" Can you believe that?!!! Our property can be seen quite clearly from any direction despite being behind a "high hedge" as the nearest properties to us are half a mile away in any direction! I told the delivery driver that there are only SIX cottages down our road, so surely it was not exactly rocket science for him to have found the correct one!! After yet more excuses from the delivery driver in defence of his colleague, I asked him how HE had found the property. His reply was "I called at one of the other cottages up the lane, they said the delivery wasn't for them, try the other cottages further up the lane" So I said, "So, you drove a little further up the lane and found us, despite being behind a "high hedge" and I'm guessing you also read the big A4 sized sign at the end of the driveway right where you have parked your van? "Yes" was the reply. "Goodbye" was mine.
ASDA. what farce of a service you provide!.
A little tip. When employing delivery drivers, make sure, as well as having a licence, that they are literate, numerate and have at least two brain cells. One to do the thinking and the other to keep the first one company, so that on those very tricky deliveries where properties in the countryside can be hidden behind "a high hedge" the delivery driver could double his thinking capacity.
At 8.30 she rang the appropriate number to ask where the delivery was and was told it was still out for delivery and that there couldn't/shouldn't be a problem with the delivery/driver other than just running late, as, my wife was assured, the driver would call us if there was. Accepting that, although a little annoyed that the driver didn't have the courtesy to at least call and say he was running late, my wife agreed to call back half an hour later if the delivery still hadn't arrived.
An HOUR later, my wife called again, ASDA had no answer as to why the delivery had not been made, they said they had even contacted the driver and asked him to call my wife with an estimated time for the delivery. At this point my wife asked if they had actually given the driver her correct mobile number as she had recently updated this on her ASDA account. Looking over her shoulder at this point I could see in ALL THREE PLACES for contact phone numbers was my wife's correct phone number was in place. ASDA asked my wife for her correct phone number whilst she was on the phone and ASDA confirmed that was the number they had. ASDA said they would move the complaint up to a line manager and someone would call her back ASAP. My wife advised it was now 9.30 and that she was going to bed at 10pm. NO ONE CALLED BACK THAT NIGHT AND NO DELIVERY WAS MADE.
The following morning my wife called ASDA to find out how and where she could complain and was given an address to write to. ASDA said that they would try again to deliver the order on the Saturday. My wife explained that she had already given up her Friday evening and was not prepared to give up any more time so was cancelling the order completely and made it quite clear that was the last time she would do business with ASDA and that she now would spend her Saturday shopping at Tesco instead.
On Saturday evening, around 24 hours late, ASDA turned up at our door with a delivery. I pointed out that this couldn't be for us as our delivery was supposed to have been mad the evening before and that my wife had cancelled the delivery altogether that morning. The delivery driver then started making excuses on behalf of his colleague, saying that that he had tried to find the property the day before, but as he couldn't, he had tried to phone but had no reply. I asked to see the delivery note and guess what?. THE WRONG PHONE NUMBER WAS ON IT!!! So despite the correct number being on the account in three places and ASDA confirming that they had the correct phone number, a different number was on our delivery details. I asked the delivery driver why it was that despite not having the correct phone number his colleague still could not find our property, he said "well your property is hidden behind a high hedge" Can you believe that?!!! Our property can be seen quite clearly from any direction despite being behind a "high hedge" as the nearest properties to us are half a mile away in any direction! I told the delivery driver that there are only SIX cottages down our road, so surely it was not exactly rocket science for him to have found the correct one!! After yet more excuses from the delivery driver in defence of his colleague, I asked him how HE had found the property. His reply was "I called at one of the other cottages up the lane, they said the delivery wasn't for them, try the other cottages further up the lane" So I said, "So, you drove a little further up the lane and found us, despite being behind a "high hedge" and I'm guessing you also read the big A4 sized sign at the end of the driveway right where you have parked your van? "Yes" was the reply. "Goodbye" was mine.
ASDA. what farce of a service you provide!.
A little tip. When employing delivery drivers, make sure, as well as having a licence, that they are literate, numerate and have at least two brain cells. One to do the thinking and the other to keep the first one company, so that on those very tricky deliveries where properties in the countryside can be hidden behind "a high hedge" the delivery driver could double his thinking capacity.