After 4 years of ordering food for a nursery from Asda Watford with little, infrequent incidents of lateness or rude drivers, this week we have experienced the worst customer experience that anyone can imagine.
The driver refused to use the ramp for the trolley, but called to ask for the 6 crates of food to be picked up from the bottom of the stairs. There are clear instructions on the account on how to access the nursery and in 4 years no driver has had any difficulty getting to us. When the driver was told to use the ramp, he said ok. A staff member went outside to guide him, but to our shock he had left. We had to run to a local shop to buy food for the nursery children that day. The order was marked as cancelled.
We called the store, explained to the manager, who said the driver would return in 1-2 hours. He did return, only to do the same thing all over again - refused to use the ramp, moreover raised his voice and put the phone down on the nursery manager.
The Asda Watford manager then called the nursery trying to explain that his driver is right in not delivering the food at the door - something that his colleagues did weekly over 4 years, without any issues. After some words were exchanged, the driver then came to the door, stacked the crates right by the door, rang the doorbell and left. The nursery door opens outdoor and by doing that he blocked the door that is also our fire exit. It took one staff member significant force to push the door open, pushing the crates out of the way and causing them to almost collapse.
The store was called again, they claimed the manager had left, the same manager who had called us 10 minutes before. When I asked for their complaints procedure, I was told there is no need for me to do it as they would file a complaint on my behalf.
The order remained marked as cancelled on the account, meaning that we could not ask for a refund for the 7 items that were not delivered, all frozen, so the entire frozen products crate was missing.
We called the Asda helpline twice, explained, gave the list of missing products, but there was no resolution. We remained out of pocket. 3 complaints emails were written, again no reply and not even an acknowledgement that they were received.
This is the poorest ever service that we have received and we are more appalled by the lack of action from the managers and the complaints department than by the terrible attitude of one rude driver. read more