My complaint:
I placed an online order at Asda on the 19th of December for groceries to be delivered on the 20th of December. (Order number:5532317003097). I am absolutely appalled at the way in which my delivery had arrived. All items were drenched in a detergent – possibly bleach or some other type of cleaning agent. I came to know this when the driver named Bedoya handed me the shopping cart, I noticed that there was a leakage. I observed these items and handed them back to the driver. I then received the other shopping cart from the driver. Upon inspecting these items, I also found that these items were also covered in detergent. I went back to my front door to hand these items back to the driver, only to find that he had already gone – drove off. I was left with a cart full of damaged goods. I phoned the Asda customer service team immediately. This was at 20:15. I spoke to a customer service agent urging her to get the driver to come back to my home and take back the cart as the food was not fit for human consumption. I was told that that he as not available. I then requested for another driver to come and pick up this cart so I can get a refund and possibly shop elsewhere. I was told that this was not an option. This agent was unable to resolve this issue for me and told me that a member of customer service would email within 48 hours. In this time frame, I did not receive any email from anyone from the customer service team. I then called Wednesday 22nd of December at 19:08 to chase this up and spoke to another agent called Sewa. I explained to him the situation of receiving damaged goods and to get someone from Asda to take these items back for inspection and to refund my money. Sewa told me to dispose of the damaged items. I did as hen instructed. He also 100% guaranteed that I will get a full refund for these items. I threw some of the items out as they were perishable and already mouldy. He also promised a member of customer service team would reach out via email. Then finally, on the 23rd of December, someone named Dolly sent me an email asking me for proof. I sent her a video of the damaged goods and pictures of the state in which the goods had arrived in. This person refused to even accept these items were even damaged! Additionally, Dolly requested for me to take pictures of all the items. This was not even possible at this point I handed many items back to the driver and threw some out many items as instructed by their own worker. I took pictures and made a video of what I could. I gave the people at ASDA the opportunity to take these items back and inspect them because if they had done so, 100% they would have been able to detect that the food was not fit for human consumption. I then re-sent the video of some of the damaged items in which you can clearly see mouldy salad, cartons drenched in liquid detergent and broken eggs.
Dolly then ignored my emails and closed my case offering me no solution whatsoever. Absolutely disgusting way of treating a loyal customer who is vulnerable with a disability. This then left with me no option but to chase up Asda customer service again. This is now 3 phone calls. This call was made at 20:45. I spoke to a female whom I explained the situation to and she agreed that I was treated poorly and that a refund should have been made. She then promised to reopen my case and that somebody from the team would email me. It has now been 5 days, and not a single person from Asda customer service has reached out me. Two weeks and no refund has been sent to me. Firstly, my Christmas was ruined because of this ordeal, secondly, I have a disability therefore I was unable to leave my home and go out and repurchase groceries. I relied on Asda delivery service, and they failed. Secondly, I was refused to even be taken seriously and had no food over Christmas due to such poor service. Thirdly, this has put on so much mental strain causing my mental health condition to worsen due the amount of stress I have faced. And lastly, only some of the items were refunded. I refuse to consume any of the items as I do not want to risk being poisoned. Most products remain in the Asda cart.
There is still an outstanding amount of £44.56 plus delivery cost to be refunded to me. All I want is my refund and apology letter. The last thing I want to do is have to report this to Trading Standards. I have attached some pictures and a video. The picture of the white pepper is wrapped in plastic by me because it was spilling all over the place due to it being wet from the liquid detergent and the lid slipped off as a result, spoiling the contents. I refuse to use them due to health and safety reasons hence why I have left them unopened.
Suggested solution:
My full refund, plus delivery, cost, an apology letter and a for staff like Dolly to be given better training!
