Asda ‘sorry’ after loyal customer told she was dumped over rush of new shoppers

A supermarket customer was told her weekly shopping slot would be removed due to an influx of new shoppers.

Susan Morris has relied on her Asda delivery every Friday afternoon for more than six years – and it was paramount during the coronavirus lockdown.

But the 55-year-old said the supermarket giant has taken “the most unreasonable and diabolical action”.

The Coulby Newham woman, who suffers from diabetes and asthma, says that not having to go to a supermarket “is one less worry”.

Susan, who currently works from home, said: “I have just been informed – after being an Asda customer for many, many years and having a delivery pass for over six years – that I no longer can have this service!

“I am classed as a high health, vulnerable person as I have diabetes and asthma and I rely on this service and at the moment I have a reoccurring slot.

“I asked why during national lockdown this service wasn’t taken from me but now it is. Their answer is the demand for online shopping has increased.

“I am aware of this but why penalise valued customers and especially those who are classed as high risk. They don’t seem to care.”

Susan was told her delivery pass would be terminated on October 31.

She was contacted at the beginning of October when Middlesbrough and Hartlepool were under local lockdown and subject to tighter restrictions.

The additional rules have now been brought in across Teesside, including Stockton, Redcar and Cleveland and Darlington, which is classified as Tier Two.

Susan also added that her husband, who works for Royal Mail, “doesn’t want to put her at further risk” by attending shops.

“It is bad enough he has to go to work so he doesn’t want to put me any more at risk,” Susan added.

In email correspondence to Susan, the Asda Service Team said: “We are still seeing a significant increase in demand for our online service, and I am sorry to advise that we are currently unable to offer new delivery passes or renewals.

“This is only because we cannot guarantee slot availability.

“I completely understand how inconvenient this could be for you when you have been used to using a delivery pass, and we hope to be able to give you that option again as soon as we possibly can.”

Susan added: “I am very upset and angry at how I and probably many more customers are being treated.”

She says it is “difficult” to get a delivery slot each week as she does online shopping for her mother-in-law, who has health issues.

Asda have since apologised for the confusion and say they are not seeking to cancel her delivery pass.

A spokesperson said: ” We have reassured Ms. Morris that as her pass doesn’t expire until January she is in no danger of losing her recurring delivery slot.