Asda makes refund U-turn after Evri delivery gaffe

[TrueBlueTerrier]

https://www.birminghammail.co.uk/black- ... n-30849212

A woman was left out of pocket after Asda refused to refund a parcel which was sent to the wrong address. Kim, who is in her 50s, never usually shops online but decided to purchase a duvet set at a cost of around £25 plus delivery to her home in Sutton Coldfield.

However, when Evri emailed her to let her know the parcel had arrived on January 10, she was shocked to see a picture of someone else's house. After raising the issue with the courier, Evri admitted the error but Asda refused to pay up.


Her son, Jamie Babington, said the experience has completely put his mum off online shopping. The 23-year-old, who lives in Featherstone, Wolverhampton, said: "It was the first time she ever shopped online.

"She got a picture saying that it had been delivered to their house and she got a picture of a front door with no number on it and a bush next to it so they knew it was the wrong door immediately. They thought it was an easy fix so they went out and took a picture of their door to send off.

"They sent it to Evri and they admitted it was a mistake and that the driver had done it incorrectly and they called Asda but they refused to do anything about it. My mum sent an email to the support team who said that as it had been delivered - even though it was to the wrong address - they couldn't help."

He said that after shopping at Asda for two decades, his mum feels especially put out by the situation. One email from the support team - seen by BirminghamLive - advised Kim to look at the picture of where the parcel was delivered and see if it 'looked familiar'.

Jamie added: "I'd like to get their faith back in online shopping and delivery services. But I don't see anything happening as they don't care, they're too big to care." Asda have now processed a full refund after we contacted them for a comment on the situation. They have also apologised for the inconvenience.

An Asda spokesperson said: "We're looking into this with our courier to try to understand why Kim’s parcel was not successfully delivered on this occasion. We've since processed a full refund, and a gesture of goodwill, and would like to apologise for any inconvenience caused."


A spokesperson for Evri said: "Evri handles 730 million parcels a year, with 99% successfully delivered on time. We’re sorry that on this occasion the parcel was mistakenly delivered to a neighbouring property, and we apologise to the customer for the inconvenience caused. We have contacted the retailer and have supported Kim in getting a refund."

[POSTMAN]

The contract is with ASDA, not Evri, it should have been an open-and-shut case, but, you know.