To be really upset with asda?

[ThankYouAsda]

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!

[StrongTea]

Rubbish service from Asda, hope you get it sorted out quickly.

[Harryo]

Is there a local foodbank that can give you enough to tide you over until Tuesday?

[HazelBite]

See you need to know the extension number of the provisions manager. I have shopped online with my local ASDA for years, any problems, and he sorts it out. he has turned up with missing items on his way home bringing them in his car to me.
This is poor service, they have been voted the online supermarket of 2020. go on social media and tackle them

[TheMotherlode]

So sorry OP, awful that they’ve put you in such a predicament. I hope you manage to get something sorted.

I had similar with Asda delivery a few years back. They brought me someone else’s shop entirely. I should have checked the bags at the door but didn’t start unpacking until driver and gone. It was about half the value of what I’d ordered and nothing that I’d really needed. I called them immediately but they refused to bring me my food either on that day or any other or to issue a refund (because I had received something and that should be good enough apparently). I can only assume another customer ended up with my food or with nothing. Dreadful service, safe to say I’ve never used them since.

[TheMotherlode]

Agree with others that you should shame them on social media, that will get a reaction. They won’t want people knowing that their mistake is meaning you and your family go hungry, and that they’ve refused to do anything to help.

[Butwasitherdriveway]

No, don't do that.

[JingleCatJingle]

Asda are not a nice company.
Social media is your friend here.

[Bellabatwings]

Voted online supermarket 2020??

That is so hard to believe!!

[Jaxhog]

My first thought was that you'd not finalised your order (I've done that). But they've taken your order and they've lost your order, and refused to fast track you into another slot, which is quite outrageous. This is THEIR fault, and they should sort it out.

I would tell your story on their Facebook page. You may get some action if you do that, as they won't like the publicity.

Good luck with your nice neighbour otherwise.

[Jaxhog]

taken your money!

[AfternoonToffee]

Why are customer services not making the store pick the order? Last year I had a Sainsbury's delivery but something had gone really wrong and half my shop was missing and replaced with a complete random lot of shopping. The manager got a staff to pick my order and it was sent round in a van later the same day.

The difficulty is that it is Easter Sunday and presuming you are in England, the shops are shut, hence no slots until after. I think you need to tell them exactly how you want it solving - order picked and available for you by tomorrow am at the latest.

[thinkingaboutLangCleg]

I would contact your local newspaper. This really is disgusting — not the mistake, as these things happen, but the useless unhelpful response. A call from a local reporter often galvanises companies into action.

[Imnotbent]

[quote pam290358]@Imnotbent. Your post comes across as not very understanding. How do you arrive at the conclusion that the Op’s income from DLA and UC will be ‘quite substantial’ ? The older child may not qualify for higher rates of DLA, and the younger one wouldn’t qualify at all as she’s under five. The costs of living with a disability are quite high and DLA is paid to cover these costs - not meant to cover basics like food.[/quote]
You must have misinterpreted my post @pam290358. A 3 year old can get DLA. And even with only middle rate care and no mobility the income should be at least £500 in hand every week, way higher if high rate care or mobility is included. Housing benefit (if rent) and council tax benefit, (or UC), 15 hours nursery fees, school meals, prescriptions and other health costs are paid on top of that. The benefit cap does not apply if DLA is paid. I think that is substantial.

In the absence of being able to force Asda to deliver, my post was actually giving the OP advice on where to get help if a) she has no money or food and b) if she is not receiving her full entitlement. How is that not understanding?

[MummytoCSJH]

@Butwasitherdriveway

Why did you need the voucher refunded?

Why would they not need it refunded??

[Butwasitherdriveway]

Mummy - I meant before they could buy anything

[stopringingme]

@ThankYouAsda

top man at asda is Roger Burnley ([email protected])

[CandyLeBonBon]

@ThankYouAsda

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!

That's all very strange op. I work for Asda. Happy to look into it as I have no idea how it's possible for you to place an order and have all their digital confirmations and there not be a trace of your order. Very strange.
Do let me know if you'd like to escalate this to head office as that's quite a serious problem.

[Gumandbass]

@CandyLeBonBon, wow did you mean to sound so condescending?.
Lots of other posters here have given examples if fuck ups with their online orders from Asda. Seems it happens a lot.

[DaveTuckerforPM]

This happened to me as well - I had a recent thread on here about it in fact. @CandyLeBonBon I too had all the communication, only to arrive at the store for a click and collect to be told that they had no order from me on their system.

@ThankYouAsda I hope you get sorted soon, I did kick up a bit of a fuss on twitter, as did a couple of kind mn'ers and I got the refund a lot quicker than they originally said. A disability household here as well

[CandyLeBonBon]

[quote Gumandbass]@CandyLeBonBon, wow did you mean to sound so condescending?.
Lots of other posters here have given examples if fuck ups with their online orders from Asda. Seems it happens a lot.[/quote]
Not condescending. Just unclear as to how the op's order is completely untraceable bearing in mind the systems they use.

[CarrieAnnQ]

You’re not unreasonable! As others have said you need to get in touch with them on social media, phone the store, phone their head office etc, do not let up until they sort your order out! This is very fixable by them.

[ThankYouAsda]

@Imnotbent the youngest's DLA doesn't cover the additional funding nursery need. (She has a full EHCP, LA will only fund her support for the statutory 15 hours, her September school and preschool both feel she desperately needs to do 5 days a week or she isn't going to cope in September. Nursery have covered £5 per hour out of their funds but I have to cover the additional £13 per hour and can only afford one additional day not both. That could be a thread in itself!). Oldest is on highest rates. Dont get me wrong we get by but its definitely a very well planned budget and there is little flex in it, particularly on a bank holiday weekend.


@CandyLeBonBon it's definitely odd, the only thing they can think of is an error happened when it was checked out. I have email confirmation and its on the app. Head office can see the order but it definitely didn't make it through to the store. Checked the obvious that I went to the correct store too!

[CandyLeBonBon]

Well that sounds like an absolute arse ache op. I'm glad your neighbours are helping out. Hopefully you'll get to the bottom of it. Best of luck.

[serin]

It's bad that the other big supermarkets don't accept FSM vouchers for online shopping. How can they get away with that?
Maybe we should start emailing all of them and ask them to reconsider their position.

[MyDcAreMarvel]

In my area even people with babies got fsm in the holidays posted from the council if they were in receipt of council tax support.