Woman’s anger as Asda misses three shopping deliveries

A woman has been left furious after Asda missed three out of four deliveries to her house despite her vulnerable status.

Aisha Morrell suffers from arthritis and fibromyalgia, conditions which mean that she is on Asda’s vulnerable customer register that supposedly guarantees she receives at least one delivery per week.

The 46-year-old care home manager has now had three deliveries missed and has had to fight for weeks to get a refund for the missed slots, NottinghamshireLive reports.

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She says that the problem is a new thing, and that until around a month ago the service had worked.

The first missed appointment happened when a delivery scheduled for July 10 did not arrive.

Aisha said: “I called the first time and they said sorry, they didn’t have enough drivers and that they wouldn’t charge me.

“I thought this was inconvenient because I can’t carry it myself but that it couldn’t be helped.

“The following week they did exactly the same thing and then on week three (July 24) it got worse. When I called the lady at Asda said that she couldn’t tell me anything, all she knew was that it was out for delivery.

“It didn’t turn up and I didn’t hear anything. But I called again and they said there had been an error and put a £10 voucher on my account and that my money would come back to my account.

“Yet again this was inconvenient as I couldn’t shop anywhere else while waiting for the money, but again thought this couldn’t be helped.

“After the refund didn’t come I spent over two hours on the phone, where they then said that they though the shopping had been delivered but weren’t sure, but tough luck they couldn’t do anything.”

Ms Morrell claims that every time the call got to this point she was disconnected.

She argued a gift voucher on her account also showed a mistake had been made but was told this might not be related to her missing shopping and that the matter was closed.

Ms Morrell had also contacted the shop’s theft department but said she did not believe her neighbours had taken the orders.

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Ms Morrell said that this made the basic act of getting food a difficult and frustrating task.

She added: “Rather than admit they’ve made a mistake they’re just hoping I’ll go away.

“£80 is a lot of money to me and clearly they knew they had a problem because the first person I spoke to told me it would be refunded.

“The thing that frustrates me the most is that where I live it’s hard to get a car near the house, I walk with sticks so I can’t carry shopping easily.

“I can walk to the local corner shop and get like a loaf of bread but I can’t physically manage to carry much more than that.

“Not only do they not deliver it but they have the cheek to charge me for shopping I didn’t get.

“My neighbours are the sort of people to ask delivery drivers to wait if I’m upstairs and can’t get down the stairs very quickly, there’s not a chance that they’ve taken my shopping.”

After being made aware of Ms Morrell’s situation Asda issued a refund for the last failed delivery.

An Asda spokesperson said: “Like many businesses across the UK, we saw an increase in the number of our colleagues who were told to self-isolate during the last couple of weeks.

“Unfortunately this has led to a small number of customer orders being cancelled in some areas.

“We always let our customers know when unforeseen circumstances affect their delivery and Aisha’s orders which had to be cancelled have been refunded. We apologise again for the inconvenience caused and look forward to delivering to Aisha again tomorrow.’’

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