Problem with Morrison's delivery

[fataroundthemiddle]

Can anyone advise? Elderly mother shielding and I live a long way away.We manage and I order her shopping online.All well.Usually.Had one vegetable box from Morrisons and was smashing.So ordered this week a mixed shopping box.Delivered quick.Nice driver.Once he'd gone and mother took the parcel inside and opened it,found the milk and a pasta sauce burst and all over everything.Meats also burst open and even the tins were bashed.Looking better at the parcel mother said it did look abit scruffy and had two different types of tape around it.She was let down as was looking foward to the box and needed the food. I got on to Morrisons by email contact form but it says they answer within 5 to 7 days.Is that good enough??What would you have done??

I'd have telephoned them. Telephone queues aren't dreadful at the moment. Morrisons are generally very good about replacing damaged goods. They also have an on-line chat which works well. Lay it on thick about your mother's vulnerability.

Alternatively just re-order, either a box, or from the telephone order for vulnerable people phone line, and wait for refund for the damaged goods.

Meanwhile get her to photograph what arrived, just in case, and then salvage what she can.

can you ask refund online through her account?

Thank you for your comments.They answered today saying they'll send a replacement box in 3 to 5 days.Fair enough,accidents happen. Didn't bother to try to phone as in the past have only ended up talking to machines.

Didn't bother to try to phone as in the past have only ended up talking to machines. Was that with Morrisons? I've only ever had humans, including when I phoned them last week.

Thanks about the comment regarding the telephoning.To be honest I imagined it to be the usual automated sevice so I didn't bother.If there will be a next time I will give it a go.Thanks

Morrisons gets a lot of stick on MN, and I think the service in stores may be a lot better up north (original Morrisons stores) than down south (take overs), but I've always found the central customer service really good.

They have done some good things over Covid. Social distancing in stores is according to social media not all it could be, and in the early days it was really difficult to get a delivery slot. But they then set up two things 1) a standard £35 box of essentials, ordered on a different website, courier delivered, which anyone who needed it could order 2) the facility to be able to order by telephone if you were elderly or vulnerable, from a short list of basic products.