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★☆☆☆☆

“The Big American BBQ”

written by on 28/04/2015

Ordered the 'Big American BBq from Asda, arrived ok, but when put together Saturday some small items missing but luckily Darren (clever son) managed to find something to use instead, but when finished we realised the Cooking Grid and Warming Rack missing, After a phone call to Asda (customer service number on the returns label) was told that the person needed to contact the spare parts team (spare parts?? surely the main part of the BBQ is what you cook on!!) and a promise to hear by the end of the day - we didn't, so called again and an explanation this time that the 'spare parts team' would need to see if the parts were in stock and then email me within 24 hours.... they didn't!! Looked on Asda website no option to email them,only a search bar for specified questions which this wasn't one of them!
Phoned them again and spoke to a different customer advisor who now states that 'spare parts' cannot be ordered for this item....and that we need to arrange for it to be picked up and returned... I nicely explained that it had taken my son 3 hours to put the BBQ together! The person I spoke to this time(I have all their names) then said he would put me through to the department to get it picked up.. no real apology... then to add insult to injury he CUT ME OFF!! What a wasted lunchtime!! Rang again and spoke to another person, a very helpful person but THERE ARE NO SPARE PARTS so we have to take it apart (thats an insult after the length of time take to put it together!) and find a big box for it (original went on the bonfire) and send it back for a refund!!! Wish had used Amazon.co.uk, usually do and they are amazing, but for some stupid reason through Asda would be better this time.. Asda have a face book page but obviously too scared to let you put comments on it unless its regarding a picture they have put up.
What a waste of time (for me)and money for them(pick up and re-deliver), why not just open another BBQ at their depot and send me the missing cooking racks and warming tray!

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