terrible customer service team, will never use again
i ordered a clothing order online and tracked the order using the internet tools. asda sent me an email saying "great news your order will be delivered today" nothing arrived so i emailed them. the tracking page still said that the order was out for delivery. this then changed in the morning to say that they had delivered it yet i did not have the parcel. i rang the customer services dept and they could only look at the same tracking page that i could see but they could contact the delivery company. i had to basically order the customer service person to do this as she was not going to do anything! she called me back and said that she had spoken to the delivery company however the driver was not answering his phone and they would call me back again in 3 hrs. during the course of this conversation the girl inferred that i was a liar and that i actually had the parcel!! and that it was in the secure place you nominate at the point of ordering which i had already checked and already said the parcel was not there (so she had not listened). I did not get my phone call back in 3 hours. i called asda 6 hours later and spoke to another customer service person who was so brusk and rude. she refunded me £3 delivery charge and i said that i wanted to have feedback from asda about what they were going to do about the previous person being rude and the actual complaint i had made. this customer service person (lee) basically sighed down the phone and said well im sorry but thats all im going to do. i asked to speak to a manager and she said that they did not have one, that they self managed themselves. i said that i worked in retail and had done for 17years and that no company would not have a supervisor or manager. she then said that they were all in meetings and that she would pass on my number but could not say that they would call me. I asked her to repeat her name and also about the training that the customer service team receive before they deal with members of the public. she then put the phone down on me! i will never ever use george or asda again. they use hermes as a delivery service who are terrible.
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