Asda online shop delivery substitution refund policy

Steve_L

TheBanker said:

Steve_L said:

So, assuming the picker's diet hasn't included one and they don't know what it is, 

Don't you think this is a little offensive to the minimum wage workers who are run off their feet at the moment picking your order? I think they're doing their best... 

Critisism was neither intended nor implied. I was acknowledging the fact that their life experience may not be as wide as mine is at my age. A survey of school age children in the UK revealed that a significant proportion of them thought that chips were made from apples. I was once asked by a young person in a supermarket which was bigger: 75cl or 1L. My life experience was not as poor as this when I was their age, but it was less yesterday than it will be tomorrow.

Of course they're doing their best. But, is that good enough? A worst case scenario is that, because of a decision they make, someone feels that they have to go out to buy the item they didn't get, has a road accident and dies. This is an impossible responsibilty for someone, maybe a school leaver and, as you rightly say, on the minimum wage. You don't usually face that level of responsibility at that age outside of the armed forces, but there you get the best equipment (if not, then it's only the Mk.1 version) and training.

The responsibilty for this situation, whether by design or neglect, lies much further up the management chain.

Robin9

I started a priority slot order at the weekend ready for delivery on May 15th.
Apparently skimmed milk will be out of stock

[Deleted User]

I chose no substitutes but got a cabbage instead of a turnip

Steve_L

desktop said:

I chose no substitutes but got a cabbage instead of a turnip

They may have suspected that you needed it for a cunning plan.

BooJewels

I'm stuck in the house shielding with my rather poorly husband at the moment and wholly reliant on home deliveries for the foreseeable.

I truly do not care if I get the odd inappropriate sub (I wouldn't dream of asking for a refund - skimmed milk instead of semi is barely worth a mention) - I am so grateful to these lovely people for allowing me to keep my husband safe, that I will be forever indebted to them for doing this for us.

And by the way the delivery drivers grin when I tell them how truly appreciative I am of their efforts and to please pass it back to staff at the store too - maybe most of the customers they deliver to are as ungrateful as some of the people in this thread.

Asda and Iceland delivery personnel, I salute and thank you. My clap tomorrow night will be for you guys. Thank you. 

GaleSF63

Asking someone else (the picker in this case) to do something for you is never going to be perfect.

Take shopping in person. No brown bread. Person A thinks, oh well, white bread for once. Person B doesn't want white bread so doesn't take any.

Then online ordering - the picker doesn't know the difference between  A and  B's preferences and substitutes white bread. A is happy but B rants I'm not eating white bread! Unless you are very clear on the substitutions (and they don't have time to read an essay) the picker will do their best to give them something especially at the moment when there  may be no other way of getting groceries. 

We should be grateful these facilities exist and only criticise in cases of blatant failure to do the job. From my own experience and what I've heard from other people Waitrose in Milngavie are doing a wonderful job and going that bit further to help (and they are contactable!)

Steve_L

An interesting sub' in today's delivery.

I ordered 2 x 2 litre bottles of ASDA Smart Price sparkling water. 2 x 2 litres = 4 litres. 2  x 17p = 34p. I selected substitutions, as this was the basic version, so any sub's would be up.

I received 1 x 1.5 litre bottle of Volvic sparkling water.This costs 60p. Monetarily I've made 26p on the deal.

But, as far as I'm concerned, they're both water. It's hot, I fancy a change from still tap water, I only got 1.5 litres, not the 4 litres I ordered. Keeping it simple and only working in whole bottles not pro rata, if I'd have only wanted 1.5 litres, I'd have only ordered 1 x 2 litre bottle for 17p.  Therefore, have I been overcharged by 17p? .

My brain needs hydrating.

MysteryMe

You could always specify no substitutions seeing as nothing Asda does seems to meet with your approval

Steve_L

MysteryMe said:

You could always specify no substitutions seeing as nothing Asda does seems to meet with your approval

I did see and understand ASDA's logic. I offered the post as a self-deprecating example of an unforseen outcome.

I now only shop online with ASDA, so they're always going to be in the firing line. I've shopped in store inTesco and their social distancing was ... interesting. There's a post on "Praise, Vents, etc. about this. 

For the record, the rest of the order and the other sub' (Stork for own brand baking fat, same size) were fine. But who posts praise for every item that's OK? Would anyone want to read this?

The one unavailable item, which I didn't specify subs for, was one which was always rare to find when I did my own shopping.Being cheap, it disappears when there's a promotion on similar branded items, that it would still undercut. I worked in Curry's. This happens.

Be well.

PS. I re-ordered the unavailable item.It made it over all of the hurdles and arrived this morning. This mirrors my previous experience in store. Keep it on the shopping list and, eventually, you'll be in the right place at the right time.

Bacman

Although this is Waitrose but not Asda, Waitrose allow you to "add note to picker" for any items you want, which is really handy as you could say things like "if no 4 pints of milk please supply 6 pinters" or size or wanted alternatives like "if no brown bread please supply x brand in white". I don't think other supermarkets do that, only accept/decline substitute options. It is a nice touch, Waitrose!