This is what I said:
I attempted my first on-line shop with delivery, and received confirmation that it would be delivered today between 3pm & 5pm. The order reference was ******
When I had still not received the delivery by 5.30pm, I telephoned customer services, and was told that the order had been cancelled as you were unable to take payment.
I have been transferring money between my business account and private account and it would seem that at the time that I placed the order there were insufficient funds in the account I was using. I feel very strongly that as you had both my telephone number and email address, you should have contacted me to inform me that the order would not be processed, rather than actually sending an email that was worded "we're happy to confirm your order below". As a result I waited in all afternoon, and was only informed that it would not be arriving when I phoned Asda.
The person I spoke to offered to re-book it for me, but I said that I would do it myself as there are now extra items that I want to order, due to the limited time available to me to finish my shopping, which has not been helped by wasting an afternoon waiting for a delivery that would never arrive. I have now found that there are no slots available.
If you had had the courtesy to contact me when there was a problem with taking payment, I would have been able to resolve the situation. The fact that I only knew of this problem when I phoned you, (after the delivery period had elapsed) does not seem to demonstrate the level of customer service that I would expect.
I was planning on using this service weekly in the future, rather than shopping in store at Morrisons, but this experience has made me have second thoughts.
What do you think?
