A mum from Gloucestershire said she requested a refund for a failed Asda food delivery five times before receiving the money.
Sarah, 37, who did not wish for her last name to be published, is self isolating as she has an upcoming operation for irritable bowel syndrome (IBS) and relies on deliveries.
The mother of two boys, aged 13 and 17, says her £87.24 shopping was due on to arrive on Saturday, September 19 but delivery didn’t arrive.
Sarah from Nailsworth said she rang up the next day, Sunday, to find out what had happened to the delivery.
The single mother said: “I was told I would receive a phone call but I didn’t receive a phone call or my shopping.
“I then rang on the Monday to say I wanted it cancelled, I was told it [the refund] would be put through and could take 24 to 48 hours which didn’t happen.
“I then rang them again. I then rang my bank and they told me Asda had taken the money on September 23 [Wednesday] which was after they had cancelled my shopping.”
Sarah then rang Asda again on the Thursday and Friday.
She said: “So by then I had had five customer service people telling me the refund had been requested and it hadn’t. I only received an email on Sunday, that’s just gone [September 26] that it had been requested.”
“I’m isolating at the moment as I am due an operation and if it wasn’t for my friends and family, I wouldn’t have been able to feed my kids,” she added.
“It was very upsetting because I explained to them that I was isolating and I would possibly have to go to a food bank if they didn’t refund my money. They took too long.
“I won’t be using them again. They said to me ‘we can give you a £5 voucher’ and I said no, you can keep your £5 voucher because I won’t be shopping with you again.”
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A spokesman from Asda said: ‘’We know that this experience falls far short of our expectations and we have apologised to Sarah for her missing delivery and have offered her a full refund as well as a gesture of goodwill.
“Any refund can take between 3-5 days to appear in a customer’s account and any further delay should be discussed with your bank or building society.’’
Sarah said they finally received her refund on Wednesday, September 30, and Asda offered a £20 voucher since going to Gloucestershire Live.
“I won’t be spending the £20 and I’ll give to a friend instead,” said Sarah.