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The issue in GetHuman1378282's own words
I have visited your monks cross store in York this evening. I wanted some of your Asda branded Pilsner. *There wasn’t any on the shelf so I asked a young lad if you had any, he looked at the shelf, then looked around and said no ( I’d already looked at the shelf myself and established there wasn’t any on display ), I asked if he could go and check in the back but he said if there wasn’t any on display there wouldn’t be any. I got the feeling that he couldn’t really be bothered, and felt like he was just fobbing me off.*He wondered off, so I took a picture of the label and went to you front desk and asked if they would check on the computer if you had any, again I was fobbed off, the lady told me that if there wasn’t any on the shelf then you wouldn’t have any, and that if I wanted to come back at **oclock the delivery comes then so there might be some then.*So I’d asked * staff and neither of them had any interest in helping me.*Now I know, having asked before that just because there isn’t any on the shelf there isn’t any in stock.*So, having driven from Haxby I thought it worth another try so I went back to the beer isle and saw another guy stacking shelves. I approached the young man who asked me straight away if he could help me. He was knelt down, he stood up and engaged with me, made me feel like he wanted to help me.*I explained that I was looking for the Asda pilsner, he knew straight away what I wanted and said he would go and check for me, he asked if I was ok for a couple of minutes and assured me he wouldn’t be long.*Sure enough, * minutes later he returned with a case of the Asda pilsner I wanted, unwrapped it and passed me some.**Now I know it wasn’t the biggest sale you will ever make, but it could easily have been a bigger sale, a TV, or retired pensioner looking to do their weekly shop and get something really important. The fact is I was fobbed off twice, and had I not asked a third time would’ve left without buying anything.**I would like you to look into this further, and let me know why your staff treated me this way, and what you have done to make sure I don’t experience this again.**I would like to let you know that the two people that fobbed me off were called Candi and Arron, I wouldn’t employ either of these people in a customer facing role. I’m my opionion they were lazy, and not interested in the customer experience at all. I’m no expert but I’m sure with the bar code that I took to Cyndi at the main desk she could’ve checked instantly if you had the pilsner in stock.*I really like the Asda Pilsner but this experience has put me off returning to your store for anything. Given the stiff completion you have as a retailer I would imagine you’d be trying to keep, and gain customers, not treat them like this.**Finally I wold like to give you some feedback on Hague. What a polite, helpful nice guy. He is without doubt an asset to your company, and if it was my business I would put him forward for a customer service reward, not just because he was helpful and got what I wanted, but because on the night, in comparison with his colleagues he went above and beyond, and although it was only a * minute job, he went out of his way to help me, and I left with what I went for.**I look forward to your response, and listening to what action you have taken towards the * staff members who couldn’t be bothered to help me, and what recognition Hague has got.**The manager on the evening was Amy, who was very polite didn’t have any information on how I make a complaint, and seemed very inexperienced in the management role.**Thanks **Stephen
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