To think that this isn’t acceptable from the supermarket?

[Youarewrong]

Ordered a shopping delivery from a major supermarket, as I do every week, due to be delivered on Saturday. A few hours before the delivery the store rang to say that one of their vans had broken down and could we go and collect it from the store. They said go to customer services.

I said yes ok fine, my husband went to collect the shopping, but when he got there customer service couldn’t grasp that it wasn’t a regular click and collect, so they kept trying to send him out to the click and collect van in the car park. Eventually after much back and forth they went and got the shopping from out the back where they had it. The store assistant offered to pack it for dh so it wasn’t until Dh got home we realised that literally half of the items were missing. This was a £150 shop.

I rang up and they agreed to refund for the missing items, however they’ve told me it can take up to 7 days to process the refund. That’s not for the money to arrive back in my account, that’s just for them to process it.

I’ve emailed them too but heard nothing back.

Of course I had to reorder the shopping because it was all our meals for the week.

Aibu to think that this isn’t an acceptable length of time to wait for my money back? I’m sure there are people who wouldn’t have the money to replace the items until they’d received the refund. The store messed up the whole thing so surely they should rectify it quickly?

Have you submitted a complaint?

Yes but no one is replying.

I appreciate that these things can take time, but they e got my money and I don’t have the goods.

I feel as though it should be a priority.

Yes I agree, they should be able to adjust the amount taken based off the items available.

We had something like this once. Heavy snow came down overnight. It was very, very obvious to everyone that the local roads were not going to be passable. We had a shop booked for that day. They went ahead and picked the shop around 11am and at that point charged our card. Not 5 mins after I had the email confirming the order had been picked and I was receiving a phone call from them to tell me they were cancelling ALL home deliveries that day due to the weather conditions and that my order would be refunded. All well and good, but the refund takes up to a week to get back to your card. It happened to be quite a large shop annoyingly, and we didn’t have a spare £150/£200 to go out and get the same shop again whilst waiting for the refund.

I was really cross that they processed the payment - in my mind they should have not picked the shop until they knew the vans were going out (it was the Beast from the East snow, so we aren’t talking a light dusting). I remember venting my frustration to them on their social media and couldn’t believe the amount of people telling me that I shouldn’t be spending so much if I couldn’t afford it, it was my fault I didn’t have enough money to go out and replace it, etc - it wasn’t that i couldn’t afford it, I simply couldn’t afford to pay for it twice! I can’t imagine many people can.

I have a little more compassion for the fact it’s a breakdown - that can’t be foreseen. But they should process the refund immediately. To be honest, they should do what Tesco have done for me when a van broke down - text and explained what happened, and give an approximate new time for the delivery. I don’t understand why they didn’t just send it on a different van!

Let me guess... Asda?