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ASDA online shopping - Charged for Never Delivered Order

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Hi all,


I'd like to share my bad experience in ASDA online shopping. This was my first time to have online shopping.

I order delivery slot for Saturday, 5 February 2011 at 8-10 pm. Until the end of delivery period, the order has not been delivered yet, so I contacted the customer service. He told me that he will call the store, and ask the driver to give me a call, because from their monitoring, my order is on the way to be delivered. Until the end of the day I didn't receive any call from ASDA. I waited until 11 pm and decided to go to sleep and ring them back the next day (I assume that above 11 pm is not a normal time to deliver an order, unless I've been informed)


The next day, I called them again, asked about my order, and the customer service said that the van was broken so the delivery for that night was cancelled (why didn't they call me at that night, is this how ASDA treated their customer?) the order will be delivered that day (Sunday), but he didn't give me the approximate delivery time. There was no such delivery until the end of the day.


I called the customer service again on Monday, and told them I'd like to cancel my order. The customer service then transferred my call to another department to speak further regarding this matter, but there was not any person able to pick up my call. Since then none of my calls to customer service were successful.


I then sent email to ASDA customer service, but it was bounced, because the recipient's mailbox is full (kind of surprising for a big store like ASDA). I sent them email through my ASDA account twice, but none of them were replied.


Surprisingly, when I checked my order status in my ASDA account, it stated that my order has been delivered, while in fact, I never receive it. My bank account has also been charged.


I only expect ASDA's good intention to explain this condition to me, since from what I understand, ASDA is (or was?) a big store that run it business professionally. But taking money from someone for stuffs that she doesn't receive is really not professional and unaccepted.

Online shopping supposed to be easier and efficient, but to receive this kind of service, is really wasting my time.

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