Asda and Sainsbury’s customers wait up to four weeks for refunds for returned or substituted items
ASDA and Sainsbury’s have been criticised by shoppers after some said they have been waiting up to a month for refunds.
The stores have faced a huge surge in online orders after prime minister Boris Johnson imposed strict isolation measures for the public on March 23.
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Families across the UK have since been using food delivery services instead of going out to the shops.
But several have said they have been waiting weeks for refunds after orders were half delivered or the substitutions were not right.
One mother, who didn’t want to be named, told the Sun Online: “My daughter-in-law placed a £250 order with Asda three weeks ago.
“The order was created and then left off the van. She’s been ringing them every morning this week and been on the phone for an hour but it’s been pointless.
“She tried again today and, after 40 minutes, was cut off. She was put through to the ‘resolutions team’ who were helpful and said they would send an email acknowledgement which she has received, but as yet no refund.”
Other shoppers have stated only half of their deliveries arrived while some are saying they are having difficulties with Asda’s website.
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Meanwhile Sainsbury’s shoppers have also been waiting up to four weeks for refunds on substitutions.
Shopper Hayley Marie tweeted the supermarket: “I have been trying to obtain substitute refunds for OVER A MONTH. I have just finally had a call go as far as putting me in a queue and it cut me off! Can anyone get through on the phone? I have a list from each order!"
Abbie Johnson, who also ordered a shop from Sainsbury’s, wrote on Twitter: “Please can you get back to me regarding my
refund. I have chased you daily for two weeks.”
A spokesman for Asda said the shopper who was waiting for her £250 refund had her refund processed this morning.
He added: "On the point re, doorstep returns, we aren’t currently accepting them due to Covid-19."
A Sainsbury’s spokesman said: “We are in touch with these customers to apologise for the delay and reassure them we are processing their refunds.
“We are experiencing extremely high call volumes at the moment and sorry for the inconvenience this may be causing.”
According to Asda, its online grocery refund policy states: “We’ll try our best to review and process your request within 48 hours, however due to current high volumes this could take slightly longer.
“If your request is approved, the refund should appear in your bank account within 3 to 5 days, once cleared by your bank. You do not need to return the product to store.”
Sainsbury’s previous refund policy allowed customers to tell the delivery driver that they do not want the substitution and receive a refund on their doorstep.
But from now on, drivers won't accept unwanted substitutes and they won't process refunds on the doorstep.
Sainsbury's says this is a temporary measure to help staff to social distance.
If you don't want the substitutions, for now, you'll have to call Sainsbury's on 0800 636262 and ask it to process a refund.
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Several other restaurants have now turned their hand to online ordering too since the Covid-19 outbreak.
KFC, Burger King and Five Guys are three food chains that have started reopening their branches for delivery.
A new website has also launched to help you find supermarket delivery slots if you’re struggling to get food delivered.
Meanwhile Home Bargains is the latest store to launch an essentials food box.