davidgillon | Follow-Up on the Asda Order Fail

As Saturday's Asda order turned up missing the entire frozen section of the order, £28-worth, I put in for a refund and was not impressed to find they've made the refund process more difficult.

I was even less impressed when they sent an auto-generated email on Monday refusing the refund (no reason given). In fact I was so angry I was shaking.

So I broke out the browser, found the Asda Home customer service number they don't put on the refusal email, looked up the appropriate act to cite on the Which website (Consumer Rights Act 2015), and left it until Tuesday, because the poor sod at the other end of the phone did not need me taking out my temper on them.

Tuesday morning and much calmer I rang up and described the problem, and they put me on hold for a couple of minutes, and then said they'd have someone look into it.

A couple of hours later they send an email saying they'd processed the refund.

Conclusion - they deliberately make it difficult to claim, but know they haven't got a leg to stand on if someone persists.

That's ethically revealing.