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Original poster

Asda click and collect nightmare

132 replies

Raera · 23/12/2023 21:25

C&C booked weeks ago for 12 noon today. Nothing added from 24 hours before cut off.
Arrived on time despite no confirmation email received.
Dreadful. Lady there with children in the car had been there an hour.
Phones not being answered.
I felt really sorry for the staff there as clearly the buyers and staff planning had got things so horribly wrong and customers waiting were getting very upset.
Customer services told me they didn't have enough staff and to go home until I got the confirmation email.
Email came in at 14.45, got back about 15.00. Tempers even more frayed on our return.
Email showed 13 subs, most of which were unacceptable eg given tartar instead of horseradish. I didn't want any of them.
Totally out of stock and no subs available- cauli, sprouts, green beans, cranberry sauce etc....... No staples available.
Fortunately we had already bought meat from elsewhere, but there was a lady in tears because none of the things she had ordered for Christmas dinner were not available, so the things I mentioned but also all her meat, pigs, stuffing etc.
Or order brought out at about 15.15.
Worker was very polite and apologetic but said because of the queues he couldn't deal with any subs returns and asked me to take everything and apply online. WTF!
4 supermarkets later we managed to buy the veg etc we needed. No cranberry sauce anywhere but bless Lidl, they had fresh cranberries and I've just made my own, a job I didn't really have time to do.
Adding insult to injury, having looked at my groceries I have now found that a few are use by Dec 24th. Unacceptable service
Get your act together! If people pre order this means you know what stocks you need.
Never again and my order was for about £300.

OP posts:
Allofaflutter · 23/12/2023 22:59

Asda delivered a bottle of champagne with the security tag on and the driver couldn’t take it off. So annoying.

easylikeasundaymorn · 23/12/2023 23:00

TerrysNeapolitan · 23/12/2023 22:31

Can I make a suggestion everyone for next year? It happens like this: you rock up to the supermarket, grab a trolley, go around the store, and take a list with you - that helps, and get everything on the list and put it in the trolley. Then go to what is called a checkout - and you pay for the items - I hasten to add the items are all selected by YOU and pre-approved by YOU - and then you pay and leave with all the purchases that YOU need and are HAPPY with. Then you take it all home. Was very popular in the 50s, 60s, 70s, 80s, 90s, 00s,10s............just a suggestion. And less stress......

But the whole point of click and collect/delivery shopping is that they are deliberately billed as the less stress/easier/time saving option opposed to going into the shop. So it's not unreasonable to expect them to live up to their USP!

Besides don't you realise that if everyone followed your suggestion and went back to instore shopping that would increase the number of people there even more and therefore your 'less stress' experience would become more stressful for you?

Plus some people physically can't leave the house so rely on online shops - don't they deserve a good, or at least adequate service?

Allofaflutter · 23/12/2023 23:00

And lots of subs and lots of not available things. Frustrating.

Livingoncaffeine · 23/12/2023 23:01

I had a click and collect booked for this morning but at last minute I cancelled it and went to aldi instead first thing yesterday morning. Will be doing that every Christmas from now on!

Flubadubba · 23/12/2023 23:02

No subs for our Morrisons delivery order. Only issue was that I had forgotten to put the turkey in the basket before checking out! Luckily we realised that before the delivery came, and got one from Tesco yesterday.

PrimalOwl10 · 23/12/2023 23:04

Like another poster said click and collect, home deliveries don't give you priority over the stock in the shop. Staff members are over worked trying to replenish the shelves, often people seem to forget. They then have to deal with unhappy customers. If you can get to the shop and are not disabled just go instead of complaining about the lack of stock. I got my items on Thursday no issues. There's people going to food banks this Christmas because they cannot afford a posh turkey, trifles etc.

Reugny · 23/12/2023 23:07

Allofaflutter · 23/12/2023 22:59

Asda delivered a bottle of champagne with the security tag on and the driver couldn’t take it off. So annoying.

They have been doing that for years.

LonelynSad · 23/12/2023 23:07

I ended up doing an Asda express delivery (delivered by a guy in a car instead of a big van. Usually they only allow about £30 worth but he brought £120 shop happily! Only 2 unavailable items) as last year I ordered a Morrisons delivery for 6pm Christmas Eve (£160) and he handed over a bag containing salt and carrots. Everything else was out of stock. No warning, all shops closed. Also, unlike Asda, Morrisons deliveries (not click & collect, just deliveries) come from a bloody great warehouse so there was no excuse. Christmas was totally ruined. I tried to get the absolute basics from a local petrol station(!) and then the only shop open on Christmas Day but no joy. Had to have spaghetti bolognese for Christmas dinner. So I've no longer got any trust for supermarket deliveries at Christmas

Vespanest · 23/12/2023 23:10

All my vegan food was swapped, falafel for cheese bites, hummus for sour cream and before any lectures I use delivery because I’m the carer of a severely disabled young adult. I do get two deliveries to hopefully get a full shop

LonelynSad · 23/12/2023 23:11

TerrysNeapolitan · 23/12/2023 22:31

Can I make a suggestion everyone for next year? It happens like this: you rock up to the supermarket, grab a trolley, go around the store, and take a list with you - that helps, and get everything on the list and put it in the trolley. Then go to what is called a checkout - and you pay for the items - I hasten to add the items are all selected by YOU and pre-approved by YOU - and then you pay and leave with all the purchases that YOU need and are HAPPY with. Then you take it all home. Was very popular in the 50s, 60s, 70s, 80s, 90s, 00s,10s............just a suggestion. And less stress......

Some of us are physically disabled and trolleys that attach to wheelchairs are A: Too small for a decent food shop and B: Require someone to push it! The instore mobility scooters only have baskets on which are also too small

MillicentMaybe · 23/12/2023 23:11

Got mine from Tesco (£160 or so) with one single sub - ordered streaky bacon for the pigs in blankets and they subbed with a larger pack. Quite happy with that.

Reugny · 23/12/2023 23:14

Incidentally the big joke about Asda for me is I live about 9 minutes walk from a small store and 10 minutes drive from a much larger one.

If you do click n collect to pick up from the smaller store the items actually are delivered from the bigger store.

This week the smaller store was actually fully stocked. Partly because there are at least 5 other supermarket chains within walking distance.

Littleguggi · 23/12/2023 23:14

Why are people having to justify why they use click and collect? It's a service, take it it leave it. There is no eligibility criteria to use it 🤷🏾‍♀️

Whiskeypowers · 23/12/2023 23:17

Sorry OP this happened
I would never leave my Christmas shop to the lottery of line shopping or click and collect the day before Christmas Eve and your post is exactly why.

beststo · 23/12/2023 23:25

This reply has been deleted

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jay55 · 23/12/2023 23:25

There is a woman in tiktok who had her Xmas meat joints substituted with sandwich meat on her Asda delivery. I hate shopping in person but was glad I did.

Daffodil18 · 23/12/2023 23:36

I normally get Tesco but did Asda this year and never again. Lots of subs which weren’t like for like so sent back. Had to go to 2 different supermarkets to find the extras missing. Very disappointed in Asda.

housethatbuiltme · 23/12/2023 23:37

I'm always baffled by people who use delivery/C&C... its well known substitutions happen.

Booking a time slot does not be you have 'reserved' those items off the shelf, you also are not garanteed anything the worker pull will last x amount of days. Its EXACTLY the same as leaving your shopping until the last minute and just hoping everything is still in stock.

It laziness (passing your work onto underpaid and overworked retail staff who you then somehow get mad at) that ultimately and foreseeably ends in more work and stress for everyone involved.

PlanBea · 23/12/2023 23:44

My Sainsbury's delivery substituted Christmas sprinkles for rainbow sprinkles, other than that everything was as ordered. But I had booked it for today so if anything was adrift I had this afternoon and tomorrow to come up with a solution. The people booking the last slot on Christmas eve are living dangerously!

EarringsandLipstick · 23/12/2023 23:46

It laziness (passing your work onto underpaid and overworked retail staff who you then somehow get mad at) that ultimately and foreseeably ends in more work and stress for everyone involved.

Don't be silly. It's not laziness. It's using a service offered by supermarkets.

MrsP80 · 23/12/2023 23:47

Pretty sure you're correct, yes.

Rainbowshit · 23/12/2023 23:51

I really don't understand why people do this to themselves. Someone on Facebook moaning about their cranberry sauce being subbed with apple sauce.

Why oh why are you leaving a non perishable vital item to chance this close to Xmas?🙈

Sodullincomparison · 23/12/2023 23:52

After reading all the empty shelves and circling car park stories, I was bracing myself for this morning.

no queues and everything we needed. Very different to where we previously lived waiting 2 hours for the butchers.

FuckinghellthatsUnbelievable · 23/12/2023 23:58

housethatbuiltme · 23/12/2023 23:37

I'm always baffled by people who use delivery/C&C... its well known substitutions happen.

Booking a time slot does not be you have 'reserved' those items off the shelf, you also are not garanteed anything the worker pull will last x amount of days. Its EXACTLY the same as leaving your shopping until the last minute and just hoping everything is still in stock.

It laziness (passing your work onto underpaid and overworked retail staff who you then somehow get mad at) that ultimately and foreseeably ends in more work and stress for everyone involved.

It's a service offered by supermarkets to retain customers.If you have a delivery pass with one supermarket you are much less likely to use another. Early access to christmas slots is a perk of delivery pass. Without delivery/ click and collect a decent proportion of people would switch to Aldi/ LIdl.

Also if no one booked delivery/ click and collect those workers wouldn't have a job. Or the drivers.

Nightowl1234 · 24/12/2023 00:00

beststo · 23/12/2023 22:26

Honestly I think people are a bit stupid to use home deliveries and click and collect at this time of year so close to Christmas and not expect issues and lots of stuff missing. Ordering it online doesn't mean that stock is reserved for you, they literally walk around and collect it off the shop floor. If the people in the stores buy it first what are they meant to do.

No, they don’t collect it from the shop floor! It comes directly from the distribution centre. You’re right that it doesn’t reserve stock for you though. But what it does do is give the supermarkets advance notice of orders so that they SHOULD adjust their stock levels accordingly. I am grateful for online shopping! We had a massive Ocado order and it was fine. Saved me hours walking around the shop and queuing when pregnant. Sounds like Asda have done a poor job this year.