Shopping Delivery

[tiggerblue10]

Received a delivery this morning just before 9 and all the frozen products had defrosted. I asked the driver why this had happened and he said that the previous driver had forgotten to switch the fridge and freezer units on. I contacted customer services and they said to request a refund of all chilled and freezer products which I have now done.

I didn't return anything so will it all be ok to consume? I put everything in the freezer and fridge straight away.

[tiggerblue10]

The driver said it was the previous drivers fault and that he took over to do the deliveries from 9am. Don't know what to believe tbh.

Gonna call them now and find out why the refund has been rejected.

[pixie374]

I wouldn't hesitate to refreeze veg or potato (chips etc). With meat or fish, I would cook it and refreeze, but they should at least give you some refund.

[237SJ]

There are a lot of temporary staff driving for supermarkets/Amazon etc at the moment due to Covid. That might have something to do with it.

[tiggerblue10]

I totally understand that SJ. Just peed off with the refund issue at the moment.

I can't access my account now and I've been placed in a queue.

[gness]

I really don't think it's your responsibility to be dealing with defrosted food. If you use any of the food your request for a refund may be weakened.
Don't forget to mention the Food Standards Agency (I think that's the one) when you get to speak to someone.

[pastafreak]

That's terrible service tigs. Tell them you're naming them on social media...as you're doing ;)
It doesn't matter who's fault it is, though I'd blame both drivers. Food has to be safe for consumption...thawed food has a very real potential not to be.

[pastafreak]

Yes...contact your local food safety or environmental health team.

[gness]

And photograph any squishy "frozen" food.

[tiggerblue10]

All the squishy food was put in the freezer straight away so it should be frozen by now. Wish I'd taken a video now.

I will be calling them again once I've re-done the refund form.

[gness]

Up to you, Tiggs. I would defrost it, video it as you say and show Asda what you are going to put on social media. You don't know all that may have happened to it along the way. I wouldn't be eating any but as I say....up to you....x

[Eve]

Did you call the store directly or the general customer services number? I had to call them about an issue and they were very nice on the customer service line. Couldn't help, but mine was a completely different issue.

They said they would refund me as I also got some fruit which was already off by the time it arrived then I got sidetracked about the other thing and forgot to sort that after.

Maybe you could ask to speak to someone more senior if you aren't getting anywhere with who you speak to. Unfortunately, phone seems the only way to get hold of anyone at the moment as I was told they aren't monitoring their customer enquiries inbox or Twitter as they are too busy.

They need to know higher up (IMO) that there has been an issue, especially if it's unknown how long the products were left without cooling on.

There might be people who received deliveries who weren't aware of the issue and could be at risk, especially as a lot of home deliveries are being made to people who are vulnerable and may have compromised immune systems or be otherwise more at risk, food poisoning is awful for anyone but even more so for vulnerable people. That's how I got my recurring delivery spot with them, as I'm on the vulnerable list.

[tiggerblue10]

I called customer services, Eve.

I', back on the phone to them now as my request for refund on those items is showing "cancelled" now.

[Maydup]

Please dont eat the ice cream Tigs.

Its dangerous to Refreeze it if its been out of the freezer for too long, especially if its gone squiggie.

[tiggerblue10]

Oh! We have just eaten some......... L

[tiggerblue10]

Time will tell if we become ill......:o(

[Maydup]

Fingers crossed, but please chuck the rest away. Its a very common cause of food poisoning as Listeria develops rapidly once its out of th freezer and as it thaws; unlike other things, refreezing it doesnt kill it off and it can cause vomitting and stomach pain.

[tiggerblue10]

How long after eating would symptoms of listeria be experienced?