Stuff on online order - where has it gone?

[CowgirlBride]

Okay sorry in advance if I am being a total idiot!!
Placed an online order yesterday with Asda to be delivered next Monday. Did it basically cos I'm worried about what I can (or more cannot) get in store.
Listening to the news today I then went on to amend it to include some things for 4-month-old DS (nappies wipes etc) in case we get locked down for months cos I don't want him to suffer or go without.
When I logged in it said that some of the items I ordered were now not in stock. I then had to go through and try and find alternate items (which cost me more money!)
But - and really sorry if this is stupid - I don't understand how if I've ordered and paid for something, how it can now be unavailable? Next Monday was the earliest slot I could get and I don't want to spend the next 5 days amending the order every day as more and more stuff runs out!
DH says that the packers pick it up off the shelves so a customer can go into the shop and take what is essentially your order and leave you without - is that really how it works?
Some of the items there were really slim pickings (Such as soap) so was really limited on what alternates I could buy.
I read another thread about people's whole orders being cancelled. That's what is gonna happen isn't it?

Yes the orders are picked on the day of delivery so anything will be substituted (hopefully) and you don't pay until the day of delivery. I have a Sainsburys order booked for Thursday but I aren't holding out much hope on it

at least i have found a solution to the lack of loo roll

This is entirely normal for online shopping. Are you new to this?

Orders are picked on the day of delivery. If what you’ve ordered isn’t there, you don’t get it. You’ll be refunded.

That’s because the items are not reserved for you. If they are not there when it comes to picking they are not there. Hence why they sometimes substitute or don’t send items

This is normal. Think of it more like a shopping list - they'll try and get it, if they can't they'll try and get something else suitable, if they can't, you won't get it.

You can refuse substitutions when it's delivered, and then you'll be refunded.

You haven't paid yet either OP. The money will be taken from your card on the delivery day.

@PurpleDaisies yeah totally new. Thought this would be the best way to get some stuff when the shelves are so bare.
@Jenasaurus good solution!
So what happens if there's no alternative when they pack it up? Does it just get missed out?
What's the point of telling everyone to wash their hands more when you can't buy any soap?!

Basically, you have no more chance of getting what you want via online delivery than you have if you go into store.

They send people out onto the shop floor on the day of delivery and they will pick up what is there and if it isnt then they will substitute or leave it out. You won't be charged until the order is processed (with whatever they pick).

From speaking to people recently a lot of people think like you OP and are under the impression that if they put something in their order it will 100% arrive. I think the poor delivery drivers may get a hard time from the online newbies.

This is a prime example of the stupidity of all of the people (not directed at you OP) who glibly said that it wouldnt matter if they were isolating as they'd get online food deliveries.

It was obvious from the start it couldn't possibly be a workable solution for this circumstance.

I in think lots are ordering online believing they’ll get stuff. In reality that won’t happen. We are SI so have added an online order as we can’t go out

@TheOnlyLivingBoyInNewCross Really? Oh bugger.
@BriefDisaster online newbies - that's definitely me! I'm not used to not being able to walk in the store and buy toilet roll when I need some!
Apologies to all the seasoned online shoppers who are probably rolling their eyes at my moronic-ness.

Try Morrison's, they pick from a warehouse apparently.

@Nottalotta do you know if that is the case regardless of location?

I don't I'm afraid. AlSo, try for a really early morning delivery, things less likely gone from the shelves then.

Items are picked of the self the night before so if it’s out of stock in store you won’t get it. It is a pain, you need to literally check your order the night before as things do come back into stock and go out of stock all the time.

The small local shops near me aren't seeing anything like the stock issues that the big supermarkets are having.

Sometimes if you’re lucky you’ll get a more expensive substitute but only pay the original price but you’ll be told before delivery of any substitutes and you can refuse at the point of delivery

I have a local shop that has a little of everything, people didnt panic buy, just pop in for what they wanted as they needed it, maybe 1 or 2 items, possibly a basket full. This was always stocked until today when someone posted on FB....***store has the essentials!. Now literally 2 hours later, all the paracetamol have gone, all the soap and all the loo roll, pasta etc. Its so unfair on the elderly and other locals that use the shop with consideration for others. I just hope that the items were taken by many and not just one or two taking it all.