Asda Groceries Not Delivered/Not Turned Up

A question about : Asda Groceries Not Delivered/Not Turned Up

I placed an order from Asda for my groceries to be delivered last night inbetween 8:00-10:00pm with a 1 hour window slow of 8:30-9:30pm. At 10:15pm, with no sign of groceries, I telephoned customer services who advised me that the driver was running late and that he would be with us any minute now.

I stayed up til midnight and no sign of our groceries nor a polite courtesy call to let us know that our shopping was late! The following day I phoned again and they told us the soonest our shopping could arrive was tomorrow.

This simply is NOT good enough, I have no car, no nearby supermarket and am now left hungry with empty cupboards and without the necessities that I ordered!!

It SHOULD NOT have been me chasing up my order, but Asda themselves telephoning me to inform me of the situation.

They used lame excuses such as the driver was late due to poor weather conditions... it was a little bit of rain!!!! And said he did not telephone us because he was a new employee... a load of rubbish.

I understand sometimes deliveries are running late and that is OK, but I do expect a phone call or e-mail or some form of communication to inform us why!!!

Awful unprofessional service, I was not expecting this from such a large organisation, and will not be using their pathetic services again.

I do not recommend using Asda's online grocery service at all.

Best answers:

• We used Asda for the first time this week having previously had faultless service from Tesco and Sainsburys. Whereas Tesco and Sainsburys drivers had called en route and arrived at the beginning of the window, no such courtesy was extended to us by Asda. The driver turned up with 90 seconds left of the window and then parked outside on his phone for a further ten minutes. I went out to greet him however he blanked me and continued on his call.
  He had come without a receipt or list of items so he went away with me having no clue as to what I had been charged on the day. All he had was a list of substitutes but even then couldn't tell me what had been substituted out.
  He told me on leaving that he still had a further two deliveries to do which should have been within the same window as me - two people's groceries were late, one of them very late.
  Like you, never again. Competitors do it so much more seamlessly.
• The last 2 Asda deliveries I've had have called to ask if they could deliver EARLY!
  OP - home deliveries have only been going for a decade or so - have you sold your car and moved to the sticks solely based on supermarkets being able to deliver?
  It is annoying when deliveries don't turn up (only had this once in memory with Asda), but my cupboards/freezer are never that empty that I would starve - I'd even eat sprouts & broccoli from the freezer if I was desperate......
• I use Asda regularly never had a problem. One winter they turned up in appalling weather I was amazed they got through. I never run out of food completely always have back up supplies. Maybe the op should do the same in future.
• Please, OP probably has not eaten since Saturday. And we are unaware if children are involved.
  Mind you, personally I think 7:30 is late enough for these vans to be roaming the street. No 24/7
• I once used Asda and I had to keep chasing and calling them asking for updates on my delivery. They claimed that the van was taken over and the tyres were stolen. I have since gone elsewhere, this was a good 6 years ago.
• It seems to be hit and miss with Asda. We've used them all but Asda stands out as inconsistent with their delivery service.
• Yes, the OP should have cupboards/food planned better. Not being able to drive and not being near a supermarket is something that can happen to people because life happens/changes.
  However, we're talking about a major supermarket failing to provide a regular service. I think the delivery system should be able to be more contactable and reliable. If you've placed an order and picked a slot you should be able to rely on it arriving except in exceptional circumstances - and certainly to obtain a timely and true account of what the heck's going on.
  If there were children involved, at least we can rest assured that the smallest one could have gone into the pot that night so the OP wouldn't have starved.
  But - we can't blame the customer for the fault of the large retailer to provide a straight forward and local service.
  It is annoying. It does unsettle things. You do sit and pace/wait, look at your watch ... and to then have no food would be very annoying.
  When that driver left that store with bags of food, somebody was contactable and accountable, with answers. It's not Bermuda, there is no triangle. It's crisps and a man in a van.
• I've used Asda a fair amount of times over the years and never really had too many problems with delivery apart from one time with the Asda Living (which is a contracted out courier)
  I recently moved down to Stratford Upon Avon and so the closest Asda food is some 10 odd miles away in Leamington where I lived previously (although it's possible Evesham May have one closer) when I moved in I didn't think they delivered until I saw one of their vans driving past my work a mere 2 miles away I figured they must deliver to my flat as well! And so logging on I changed my address and it accepted it no problems and I did have a delivery a week or so back. Before this I'd used Morrisons which I honestly cannot fault on their service but Asda had some weight watcher goods I wanted so I did I medium shop there and I was disappointed. I think the problem is that I've been so impressed with Morrisons that going back to Asda feels like the service isn't as good but they were on time and pleasant enough it's just the fruit and veg were no where near as fresh as Morrisons are so I'll stick with Morrisons now until I need more WW goods from Asda and even then I'll avoid buying fresh products from them!
• I stopped using Asda years ago as they constantly messed up or failed to turn up. Everyone I know who receives Asda groceries have had the same problems. I use Tesco now, never any trouble.
• We have limited delivery from grocery shops here. No Asda, Sainsbury's, Ocado even on the island. Lidl and Coop don't deliver, Tesco does on certain days, BUT, you have to go in and buy your stuff and then they will bring it for you (works for car-less folk perhaps, I cannot see a reason to do it that way). So before moaning about how bad your 'service' is, from a choice of shops, remember you are fortunate to even have that option! OP it is annoying, and shouldn't have happened, in future make sure you always have a few basics in and order before the cupboards are completely empty!
• Asda are generally pretty poor with home deliveries, so if it's possible, best to use another store.
  Lin
• I placed an order with Asda for delivery last Thursday between 2 and 4. I was in work, but my boyfriend was in all day to receive the order.
  Well, if it had turned up.
  I called Asda customer service when I returned home and they made all the usual noises about being sorry that I'd not received my order and blah, blah, blah. I wasn't exactly delighted, but hoped that the issue would be resolved - in other words, the store would be contacted, and my order would be repicked, repacked, and rushed off to my door. Or something...
  Nope. The only thing Asda have managed to do in a somewhat timely manner was release the ringfence on the value of my order. To date, there has been no return phone call, and no response to the email I sent. I'm actually very disappointed in the lack of ownership by both Asda customer service and the store - but at the end of the day it's my money to spend, and I shall choose to spend it elsewhere in future.