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To be really upset with asda?

148 replies

ThankYouAsda · 02/04/2021 16:28

I'm a very lone parent of two children, 6 year old is a blue badge holder due to her disabilities and her 3 year old sister is autistic.

We receive the FSM vouchers for both children as I can't work due to DD1's needs. The only place you can use the vouchers online is Asda.

About 2 weeks ago I placed a click and collect order for Asda today, to pick up 11am. Used £30 worth of vouchers (the second week comes next week) and paid the additional.

Somehow the store had no knowledge of the order. I literally havd no food in the house apart from a punnet of blueberries and several boxes of cereal. I asked if there was no way they could do it today and I collect later, he shrugged his shoulders and told me to go and get it myself. I genuinely can not take both children in the store on my own, hence click and collect.

So then I rang customer services who told me to rebook whilst they processed the refund, I could possibly receive the refund tomorrow but most likely after the weekend. There are also no click and collect slots available until Tuesday. I would have been happy if they could have given us a slot tomorrow. I also need the voucher refunded before I can do the order, although worst case scenario I could have done a split order and ordered the voucher stuff for in the week and the urgent essentials using cash.

To order the cash side of the order would be using the fuel costs for the week until the refund is processed so its tricky but food is essential.

Sorry have ended up in a ramble.

AIBU to think they could have done something to help me get a food slot either this evening or tomorrow considering it was their error?

I can't get a slot at any supermarket until Monday so I'm completely stuck. The money side is hugely inconvenient considering we have the lowest income but the lack of being able to get a slot has really upset me.

I'm prepared to be told I'm being unreasonable, I've had 2 hours sleep!

OP posts:
Kollamoolitumarellipawkyrollo · 02/04/2021 16:30

You’re not unreasonable in the slightest. Sounds like you have a tough time and this has made it harder Flowers

Jubaju · 02/04/2021 16:33

Do you have access to amazon now for same day Morrison’s shop?

alibongo5 · 02/04/2021 16:34

That is awful. You should not be left without food and they are not sympathising at all. Have you tried tweeting Asda about this? If you do it publicly rather than as a DM, companies often suddenly find a way to help so that they don't look like bad guys.

weareallpassengers · 02/04/2021 16:36

YANBU.....terrible customer service from PP says. go public on their SM

folloyourarro · 02/04/2021 16:36

How have they taken your money if the store doesn't have any knowledge of the order? The money is taken after the food is picked.

RincewindsHat · 02/04/2021 16:39

As a PP said, they don't charge you until after the order is picked and ready for collection, so how can the store have no knowledge? Someone had to have picked it if you've been charged and have the emails to prove it.

Sparklynewname · 02/04/2021 16:40

If you put the link to any tweet you make on here, I’ll retweet it for you.
I’m sure they have an @AsdaServiceTeam
I will no longer shop there because they are aholes.

Soubriquet · 02/04/2021 16:40

That’s rubbish.
I’m sorry

But how come you can only use your vouchers in Asda?

I get FSM vouchers and I can choose which supermarket to use

PrincessTuna · 02/04/2021 16:40

That's not good. Must be unusual to lose an order. I would complain further and explain this leaves you and your children with no food for days.

Happycat1212 · 02/04/2021 16:42

You can only use them online with Asda (and Waitrose I think?) is what the op means, but yes anyway they only take your money when the order is picked so?? Hmm

Gumandbass · 02/04/2021 16:42

That's awful, I can't believe they couldn't have arranged something to tide you over the weekend. I know you've already spoken to customer service but I would call the store again & speak to the duty manager. if that fails tweet them. Do you have a local mums Facebook group?, I'm sure someone would help you out with either a small food parcel or go & pick up the few bits you need. I know I would.

Dothepropeller21 · 02/04/2021 16:42

Asda charge you the day before now. This changed at some point last year.
Sorry op, I've had similar and been asked to to speak to their complaints department and they delivered it the same day.

folloyourarro · 02/04/2021 16:43

@Dothepropeller21 oh that's rubbish, what happens with subs etc?

Brieminewine · 02/04/2021 16:44

I don’t understand how they can have no record of your order if they have an order to refund. Surely you have an order number with the date and time of collection today? And as others state they don’t take payment in advance?

Happycat1212 · 02/04/2021 16:46

Oh yes Asda do take it the day before I forgot that as I’m usually with Tesco’s who don’t take it till a couple of hours before it’s due.

littleducks · 02/04/2021 16:48

Few years back pre covid asda was doing this collect your shopping at a tube station thing. This happened to me, arrived and they had no record of order despite emails etc. She'd to be done kind of black hole between online systems and branch that picks.

Sounds like a disaster for you

Dothepropeller21 · 02/04/2021 16:49

@folloyourarro they refund the difference. I also often add to my order the night before, so they take a separate payment for the additional amount.

FangsForTheMemory · 02/04/2021 16:49

That's pretty awful. Is there anyone who can help you out for a couple of days?

PinkiOcelot · 02/04/2021 16:51

Definitely not being unreasonable. That’s terrible. Disgusting that your refund won’t be processed either.
Have you got Twitter?

BoohooMagoo · 02/04/2021 16:53

The retail assistant shrugged his shoulders at the parent of a low income household containing two children with severe additional needs. When told the order contains food for those children over the phone, all Asda employees consulted verbally shrugged. Hence Asda, as a company, shrugs it's collective shoulders at disabled children who need food while Asda holds on to all of the family's food money.


Social media as PP's have said.

Oneweekleft · 02/04/2021 16:54

It does sound unfair but i think in the future having a stockpile of some basic ingredients at home such as rice and canner food/pasta etc would be wise then such a situation wont be as urgent for you. I know you are on a low income but adding a couple of cans of food to each shop shouldn't cost that much.

Imnotbent · 02/04/2021 16:57

Hopefully you have someone who can help you out over the weekend. If you have no food and no money you can contact your local council for emergency payments, even on a Bank Holiday.

As a single parent with two disabled children, one with a blue badge you should have a regular income from DLA and Tax Credits or UC, which will be quite substantial. If you are living hand to mouth perhaps you should contact the council or CAB for benefits advice?

nimbuscloud · 02/04/2021 16:58

That’s really bad service.

UndeadSlut · 02/04/2021 16:59

Similar happened to me.

Made the order, they called on the morning it was due to be delivered (I was shielding and can't drive, hence online order) and said three of their vans had broken down so they wouldn't be delivering. They then fobbed me off to customer services because "they might be able to sort a slot for tomorrow".
Of course customer services could do no such thing, I had to speak to three people to get them to even understand my issue. They all said "well why can't you click and collect"
I eventually got them to put a rush on the gift card refund which was with me the next day, and they gave me a voucher for the inconvenience. Nightmare though, three children to feed in the middle of homeschool hell and they're giving me that nonsense.

I try not to use them now, but for the PP who asked why the OP could only use Asda, no other supermarkets accept the vouchers online.

DoubleTweenQueen · 02/04/2021 17:01

YANBU, that's extremely shoddy and unhelpful. Also highly unimaginative. Your order has been taken and paid for - the store ought to honour it, as an exceptional case. How much effort would it take?

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