Do I have a cause for complaint?

mattyy

mattyy

mattyy

Associate
Joined
3 Dec 2008
Posts
491
Hi,

I'm posting here for some advise but also as a recommendation to NOT shop at the place in question.

I have placed my pre-order for the PS4 with ASDA Direct like many others I received an email on the 23rd of October asking me to complete my payment and confirming my launch day delivery.
This email contained my unique code which enabled me to complete the order.
I immediately went to complete my order, picked my bundle, entered my code and completed my payment - for information sake I paid using PayPal.

Around an hour after placing my order I have an email telling me that ASDA had cancelled my order, no details on why this had happened.
So I quickly phoned the customer services number to ask why my order had been cancelled, they could not tell me but thought it might be because of payment.
This was fair enough and I asked if I could change to a card payment to which the agent on the phone told me he would investigate and ring me back before they closed.
I never received that phone call back so I tried to reorder myself although couldn't because my unique voucher code had now been used.

I left it until the next day which was now Friday and phoned again to explain my situation. They understood my problem and told me they would issue me a new code but I would have to wait until Monday, when they would ring me, because the manager had to authorise it.
Come Monday, Tuesday and I still had no code or phone call.

After a quick email to customer services on the Wednesday I got a phone call explaining they would phone with a new code ASAP. Eventually on Friday after noon they did but this code turned out to be incorrect and still wouldn't let me complete my order. I phoned up again on that same day to be told the same story about having to wait until Monday for a new code and they would ring back in the morning.

Well... it is now Monday evening and guess what? I have just got off the phone to them after ringing myself. I have been given the same excuse that they need to escalate it to give me a code.
I have told them that I need to complete the payment this week in order to keep my pre order for the release day, although let be honest nearly TWO WEEKS to sort out and order that I have no idea why it was cancelled with at least 5 phone calls from myself and the solutions given just do not work?!

What would you guys do? Do I have a right to complain about the service received?
I will be even more peeved if I actually loose my pre order because of their incompetency.
 
Of course you have the right to complain!

That is rather odd, funny that they wouldn't give you a valid reason for cancelling your order, I suppose they might not be able to tell from the information they have been given though.

Did you have to pay to get your pre-order spot?
 
I had a similar issue but with a photography related purchase instead. The customer service kept delaying and sending me in circles, so I escalated it myself and sent their director an email detailing their disgraceful customer service. I got a reply from his executive team saying that they'd address it personally. Took an entire 15 minutes after that to get sorted.

Go to the top, be clear in whats gone on and what you expect of the customer experience and you'll get a result.
 
Spudbrains said:
Of course you have the right to complain!

That is rather odd, funny that they wouldn't give you a valid reason for cancelling your order, I suppose they might not be able to tell from the information they have been given though.

Did you have to pay to get your pre-order spot?
Click to expand...

Yes I paid for the spot. If I don't complete the order by the end of this week then I loose my spot and they refund the money at the end of the month.

Because of them not being able to explain why they cancelled it I don't know if it will happen again either (which is cutting it fine)

James, I think that my be a good plan. Will try a bit of force on the phone again tomorrow if not I will fire an email to the top!

Cheers guys
 
I'm guessing the order will go through no problem once the deadline passes.

I noticed earlier Amazon stopped making release day delivery promises on any order after August 6th so it would seem strange that Asda are still offering this so late :confused:
 
bobbyspangles said:
I noticed earlier Amazon stopped making release day delivery promises on any order after August 6th so it would seem strange that Asda are still offering this so late :confused:
Click to expand...

Wouldn't be surprised, I reckon it'd turn up late anyway, they just won't let you catch onto that 'til release day. :(
 
bobbyspangles said:
I'm guessing the order will go through no problem once the deadline passes.

I noticed earlier Amazon stopped making release day delivery promises on any order after August 6th so it would seem strange that Asda are still offering this so late :confused:
Click to expand...

They are not offering it late.
I placed the order months ago but only a £20 deposit. The people that got in early enough got a code to complete the order by paying the rest off. Without that code you can't complete.
 
Update to this.

I rang again and asked to speak to the manager, who despite being able to offer help to the agent 5 minutes before asking to speak to a manager personally wasn't not around after a 15 minute hold.

As suggested, I sent an email direct to the CEO who has since put me in touch with someone who is a bit more helpful. However, I am still waiting for my issue to be resolved.
 
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