Online shopper left furious as grocery order cancelled at last minute

Woman left Waiting for delivery that never came

A WOMAN says she was furious after her Asda delivery was cancelled at 11pm – after it had been due to arrive.

Kaettariya Phean, from Alvaston, Derby, had ordered her weekly food shop to her workplace on Saturday, September 26, but was left in the lurch when it failed to arrive.

The 38-year-old, who works as a chef at Finale Thai Tapas, in The Strand, had ordered the £130 delivery a week in advance for the 9pm to 11pm time slot.

However, she became frustrated as her order failed to turn up. The supermarket blamed a technical fault and has offered a gesture of goodwill.

“I placed the order the week before, this was the fastest one I could have got,” Kaettariya said. “It was all the food I would need for the week. It was £130 so a big order.

“I ordered it to my work between 9pm and 11pm because there’s nobody at home and that’s when I’m working.”

The chef said she kept an eye out for her delivery driver and asked her colleagues to also look out for them. However, the Asda van never turned up.

“At about 10pm I checked the status and it said he was on his way,” she said. “I kept an eye on the street just in case he missed the place and then at 10.45pm I checked again and it still said he was on his way.

“I thought maybe he was busy or he was running late because it was a big order. Then I checked just after 11pm and it said it was cancelled. I was angry and frustrated. It meant I had no food left at home when I finished work at 2am.”

Kaettariya said she was left even less impressed when she tried to find out what happened to her order.

“I couldn’t ring them as their phone lines are closed at 11pm,” she said. “I messaged them and they said I would have to order it again and they said the soonest they could deliver was Sunday, October 4. I couldn’t go a week without it, so I had to do it elsewhere.

“I work in the service industry and I know you must be honest, reliable and trustworthy to customers.”

A spokesperson for Asda said: “Unfortunately, due to an technical fault, this order was cancelled which meant that Ms Phean had to place another order with us,” she said.

“We never want our customers to go without and we would like to again apologise to Ms Phean for the unforeseen cancellation and we’d ask that she gets in touch with us so we can provide her with a goodwill gesture for the inconvenience this may have caused.”