written by LydiaLake on 04/01/2015
Ordered a personalised cushion on 7 Dec 2014 for a works secret salta gift. Standard 7 working days delivery to store was the only option available but as the present giving was on 18 December and this meant arrival on 16 Dec I wasn't worried. Website said I would receive an email nearer to time advising me it was in store. By night of Monday 15 Dec I hadn't heard anything so called up. I was told that they have been having problems with delivery timescales for quite a while now and all these deliveries were possibly delayed. When I asked why the website didn't say this or why I hadn't been told that earlier to give me time to buy elsewhere instead the guy said "yes we've been asking management to do that because we are getting loads of complaints, but they have made the decision to do nothing because you sell might get it, but maybe not". So Asda were continuing to take orders knowing people could be let down so they didn't lose out on sales. The were unable to tell me if mine would be delayed or not. I spent the next three days calling every day and going to the store and it didn't turn up. In the end I had to apologise to my secret Santa person that I had no gift for them at the night out as it was too late to get something else and Id have been left with a cushion with someone else's face on it!!! I eventually received a blanket email on 18 Dec saying items orders between 7 and 10 Dec were being despatched to stores on 18 and 19 Dec This was nonsense unless they were being despatched from the North Pole.
I went in to the shop every day on 19th, 20th, 21st, 22nd, and 23rd and eventually it turned up on 24 December. But as the person I was buying for is based in another office ans was only visiting us on 18 Dec for the night out I then had to pay to post the thing to London, so they didn't get the cushion until 30 December. Too late for secret Santa, too late for Christmas.
8 days later than it was due. I have yet to receive any email from Asda Photo telling me the order has been despatched. I have e yet to receive an apology from them.
My local store arranged for me to have a refund because of all the hassle so they were good. But Asda Photo should be embarrassed by their treatment of customers, their lack of willingness to admit the truth or help with details and by their blatant lies in emails.
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