Asda charging for delivery.

[itsgettingweird]

Hear me out.

I pay for a delivery pass monthly. It's £5 and I have a regular delivery slot.

I'm lucky to have kept this and with a disabled child and 2 shielding parents it's going to be a godsend.

So I placed my order.

Just had an email.

2 items out of stock.
No substitutes offered.
Some items on a multi buy saving.

So now I'm under the minimum basket charge and they've charged me £3 for delivery.
I get usually this is the rules and understand why.

But AIBU to think when people can't even get their usual weekly grocery shopping trolley they shouldn't then charge for delivery because it goes under a certain amount - for a period of say 3 months during this lockdown.

I do think the order itself should remain at minimum basket amount. But customers shouldn't have to pay extra because they can't deliver what was ordered or substitute it.

I'd email them about charging you for pick and pack when you have a delivery pass, and I would mention the charge for your basket going under.

The last thing they should be encouraging right now is people putting stuff in their baskets for the sake of it.

You’re shopping for you, your disabled child and two vulnerable parents and you can’t add enough to your order to bring it to the minimum amount?

Her order was the minimum amount. Their stock unavailability has knocked it under that and they've charged her for the privilege of not getting what she ordered, or a replacement.

This thread is really showing the differences between the haves and the have-nots.

£3 is a lot of money if you're having to watch every single penny.

PP are right though, just get in touch with them and ask for a refund. Do give them a chance to put things right, this will have been an automated process.

I've never been charged if something being unavailable takes it under basket charge. Although I'm guessing they'll be super busy, their customer service is usually very good.

YANBU If you’ve been charged it, I would politely contact them and ask them to refund the charge since your order was over the minimum, it’s not your fault that some things were unavailable.

If you can still amend the order then YABU, just add some extra items to take it over the minimum.

If you're only ordering under £40 of stuff you don't need a weekly delivery. It is impossible to get a slot here, DH and I are both working long hours frontline and juggling childcare of a toddler with none of our usual provision. If I could get one slot a month I'd be over the moon and make it a full shop, I'd also be asking my elderly neighbour what she needs.

If you're only ordering under £40 of stuff you don't need a weekly delivery. It is impossible to get a slot here, DH and I are both working long hours frontline and juggling childcare of a toddler with none of our usual provision. If I could get one slot a month I'd be over the moon and make it a full shop, I'd also be asking my elderly neighbour what she needs.

This. I think having a weekly delivery is very selfish at the moment.

Seriously??!! just be grateful that you have a slot. It is literally impossible to get a slot anywhere at the mo.

I also have a recurring Asda slot on a Sat morning. I check my order on a Friday night and select alternatives when things aren't available to ensure it's over the £40.

My order was £9 over the minimum.

Then they put on multi buy at checkout which reduced it by £4 (just under).

Then the 2 missing items were over 5.

Total shopping then came to £39.97

So they charged me £6 to pick and deliver it on top of my £5 monthly charge.

Yes, I agree having a slot is enviable. I've had this same slot for months. Over 8 months to be precise. So I would call it being a valued customer rather than lucky.

I also agree this is difficult times - hence why I asked.

But the point is their customers will mostly be struggling right now as jobs are being lost and being are furloughed. If they do this to a high percentage of customers then they will be making even more money (they don't need!) from people who probably do!

I've had some great advice here how to avoid it. I need to check their refunds policy to refuse items on delivery.

But personally I think they need to change the computer system so that orders over £40 (as per policy) don't get charged if they don't have the items.

Jessika I use to do this on a normal week so I didn't get random subs! However atm if yo7 try and go in and amend you then risk losing half the shopping list! I get it's difficult but it's a balancing act. Plus I have to do it 2 days before with delivery pass.

Peterpan calm down dear! I wasn't moaning. I was asking if iwbu to be annoyed at being charged twice for same thing - due to their low stock.

Turns out most people think I'm not.
Usually my weekly shop is about £50. Usually ds does a sport 6 times a week and therefore eats more than he is now. Usually I order fruit and veg via online order but the last few weeks it's been very short dated and not good quality so we are using local butcher.

Therefore it is just meat and dry goods, bakery and dairy for 4 people via Asda shop atm.
We don't need over £50 worth of stuff. I'd also happily reduce it to fortnightly if I was offered this option. I'll have another look and see if I can do this. I'm just very conscious of losing the slot I have which right now is already golddust.

I'd also happily reduce it to fortnightly if I was offered this option. I'll have another look and see if I can do this.

Is ASDA different to the other online supermarkets? If you don't need the order you don't submit an order, surely?

Yes OP you should complain as it's there fault the order fell below the value limits you shouldn't have to pay additional fees and it makes no difference if you can afford it or not companies can't just charge people whatever they want because of the extraordinary circumstances.
On a side note why can't people understand that for some people that extra £6 charge means no money for gas/electricity and before they start on the why are they paying for online shopping anyway these are the very same people who don't have cars and the £5 monthly pass is cheaper than the bus fare for a day in most cities.

Add wine
or Gin
or chocolate
or all three

I think on principle you’re right but as PP said you are fortunate to have a delivery slot. I have paid an annual amount for unlimited Morrison’s delivery and can’t get a slot at all.

I’d pay an extra £4 or even a bit more just to be able to get a slot so I can feed myself and my family without having to go to the supermarket.

I pay for a Tesco delivery slot. I can’t even get a slot so be grateful that at least you can get a delivery.

Cross post @Beansandcoffee Sounds like we are in the same boat

I'll take it as I am sure many other people would! I have an 85 year old aunt in a different part of the country and I cannot find a food delivery for her for love nor money.
For goodness sake, ask a neighbour if they would like to get their shopping, add an extra bubble bath, get some frozen fruit.......................
Really!

Play the catch is if you don't submit the order by the deadline each week you automatically lose the reoccurring slot.
Then I'll be paying the delivery pass for no delivery!

I am adding extra. I'm ordering for my parents too. But I can only order what's in stock at time of ordering which means some of my weekly items can't be out in basket. It's also usually quite expensive as I'm GF - but these producers are mostly out of stock too. I'm already having to get GF from corner shop (co op) at extra cost without an extra £6 for my delivery.

But reading this thread it seems lots of people are struggling to even get a slot when they have a pass.

I'll leave it this week because it's not worth the hassle for a one off. I'll have a re think if the same happens next week.

the catch is if you don't submit the order by the deadline each week you automatically lose the reoccurring slot.

Can you not amend from weekly to fortnightly?

I’m having trouble with Asda too. i bought a delivery pass but now want to cancel it within the 14 day cooling off prriod, but there is no ‘cancel’ button. I have been through the FAQs and followed click by click, but there is definitely no cancel button.
There is no option to email customer sevices.
You can ring, but it’s automated and doesnt cover this

Play thats what I'm going to try and find out. But I'm useless with technology and don't want to touch it until this current order has arrived - knowing my luck I'll cancel the whole lot otherwise

I reckon if you contacted Asda first instead of ranting on here, they would refund the additional £3 fee.

Asda would refund you if you contacted them or at least put a voucher on for your next shop.