Asda do not deliver a weekly recurring order for a person who is shielding.**No contac...

GetHuman4860960's Complaint issue with Asda from May 2020

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The issue in GetHuman4860960's own words
Asda do not deliver a weekly recurring order for a person who is shielding.**No contact to inform their customer why.**Customer is disabled and bed bound. Totally reliant on Carers. With an autistic child who has complex behaviour issues and PDA.**Asda take the money out of the customers bank account.**Customer telephones the helpline twice, is firstly told the order is a bit delayed. Secondly that the driver is running late, but is now in area and order will delivered very shortly. No more information available. The quality of the calls were extremely poor. It was very difficult for customer to understand the two people and hear what was being said. Also customer didn’t feel that the telephone assistants fully understood her either.**Customer waits all day. With no food and essential items.**Delivery is not made. Still no contact from Asda.**The next day a family member who is not meant to be in contact with the shielding customer, under the government guidelines, does a shop for the essential items that should’ve been delivered by Asda.**Customer cannot pay family member, as Asda has the money. **Customer has sent many emails, however all email addresses are not monitored, so bounce back. Customer searches for other contact details, but is unsuccessful.**Customer arranges any deliveries within a certain timescale, grouped together, so that she knows a carer can help. Other deliveries were made that morning, in same time slot, from amazon and Hermes. So there is no possibility that the order was missed. CCTV is also available. **Next day, customer telephones the local store to ask about the paid for order that didn’t arrive and has had no communication about.**Store is taking no phone calls from its customers.**Customer phones back and in order to speak to someone has to press the number selections for a supplier, to ask about her order. Asda have still not informed her about any aspect of this order, that is now over ** hours late.**Customer finally speaks to someone, who is able to help. customer is informed that there was a problem, as the drivers navigation and GPS system was not working. Maybe the driver couldn’t find the address. Apparently, his phone had “gone down” too, so couldn’t make contact for directions. He tells customer that the order is still picked and kindly re-arranges delivery for later that day.**When delivered, customer no longer needs the perishable items, as they were already bought by the family member, as stated above. Customer refuses certain items for a refund, as it is no fault of hers that the delivery was not made, yet Asda are not allowing refusals. Customer is advised to ask for a refund via website.**Customer also receives a bag of unwanted items that were not on the shopping list, so clearly belong to another person’s order and is missing a number of items from her order, that were charged for.**Customer relies on Carers to unpack and is unable to see the actual items, often not realising that they’re missing until needed.**Customer has a weekly, recurring slot and more often than not, items are missing, or are of poor quality, damaged, short date etc. **Customer asks for refund online, as advised, although there is no option for explaining why a refund if this type is needed, only a drop down list to choose from. She now owes money to the family member who did the essential shop, so this refund is necessary. Refund is declined. Customer phones helpline once again , explains the situation and the refund is processed once again. Second refund is declined.**Customer now has covid ** symptoms and is being tested today. Customer has been shielding, since March *th, so can only have picked up the virus (whether it turns out to be coronavirus or a common cold) from the family member that she shouldn’t have been in contact with, yet was forced to be, due to Asda’s incompetence.**Can somebody please email back today with a response to this. If a refund is refused again, customer will be making a formal complaint with Ofcom.**Regards*Janet O’Shaughnessy

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Complaint issue
Reported by GetHuman4860960
May 23rd, 2020 - 3 years ago
Not resolved
Seen by 21 customers so far
Similar issue to 1732 others
0 customers following this


GetHuman4860960 started working on this issue
May 23rd, 2020 10:13am
GetHuman4860960 indicated the issue is not fixed yet.
May 23rd, 2020 4:51pm