I placed a grocery order for delivery by 8pm. It hadn't arrived by 8:30pm so I called to find out where it was. The person I spoke to said they would contact the store to find out. They then told me it would be delivered by 9pm. It still hadn't arrived by 10pm. I called again. I could hear regular, steady breathing but the person on the other end of the line did not speak. I suspect they were asleep. I hung up and called again. This time I was told that the store had added a note to the order at 5pm saying they weren't going to deliver it. I asked:
1. Why had the store decided not to deliver the order - the person I was speaking to didn't know.
2. Why the store had not called me at 5pm to tell me they weren't going to deliver the order - the person I was speaking to didn't know.
3. Why I had been told at 8:30pm that the order would be delivered by 9pm - the person did know. There was a note against the order saying that the first person I spoke to had been unable to contact the store. When call centre staff don't know when an order will be delivered they are told to tell customers that it will be no more than an hour late, because most late deliveries are no more than an hour late.
Later that night I lodged a complaint on Asda's website about the above, asking for a response by e-mail. To date, some 6.5 weeks later, I have not received a reply by e-mail. I did, however, receive a voice mail message the day after confirming that call centre staff are told to tell customers that late orders will be no more than an hour late if they don't know what's happened to the order, dismissing that aspect of my complaint as unjustified. The voice mail made no comment on the other points above.
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