Asda begins the phased rollout of its online shopping service next month but The Grocer 33 online mystery shopping survey this week shows it needs to invest in training store pickers about appropriate substitutions.
The cheapest-on-display bag of apples our Asda.com shopper requested was out of stock and no appropriate substitution could be found.
This is the third time that Asda has failed to deliver apples in The Grocer 33 online shopping survey. The retailer also failed to deliver mature Cheddar, courgettes, quiche lorraine and salmon steaks.
And it had to make substitutions for the Hovis wholemeal bread, own label pork sausages and Cheestrings our shopper ordered.
Six mystery shoppers ordered our list of 33 products on Wednesday July 21 for delivery on Saturday July 24.
Five of the six retailers delivered at the time requested, an improvement on previous surveys. All our shoppers were able to choose a delivery slot that suited them. This had proved to be a major problem in our Easter shop.
Yet again Tesco and Ocado were praised for ease of navigating the site and both retailers managed to deliver half an hour early. Ocado just pipped Tesco to take our star performer accolade.
Waitrose, another consistently good performer, was let down by out of stock salmon while Sainsbury, which has a chequered performance to date, was efficient this time.
On the other hand Iceland joins Asda in failing to come up to scratch.
The retailer, which only stocks 22 of the 33 items requested on our online list, was let down by its delivery.
Four of the items were missing and our shopper had to phone the helpline twice. The missing items were finally delivered two days later.
>>p22 Online survey
The cheapest-on-display bag of apples our Asda.com shopper requested was out of stock and no appropriate substitution could be found.
This is the third time that Asda has failed to deliver apples in The Grocer 33 online shopping survey. The retailer also failed to deliver mature Cheddar, courgettes, quiche lorraine and salmon steaks.
And it had to make substitutions for the Hovis wholemeal bread, own label pork sausages and Cheestrings our shopper ordered.
Six mystery shoppers ordered our list of 33 products on Wednesday July 21 for delivery on Saturday July 24.
Five of the six retailers delivered at the time requested, an improvement on previous surveys. All our shoppers were able to choose a delivery slot that suited them. This had proved to be a major problem in our Easter shop.
Yet again Tesco and Ocado were praised for ease of navigating the site and both retailers managed to deliver half an hour early. Ocado just pipped Tesco to take our star performer accolade.
Waitrose, another consistently good performer, was let down by out of stock salmon while Sainsbury, which has a chequered performance to date, was efficient this time.
On the other hand Iceland joins Asda in failing to come up to scratch.
The retailer, which only stocks 22 of the 33 items requested on our online list, was let down by its delivery.
Four of the items were missing and our shopper had to phone the helpline twice. The missing items were finally delivered two days later.
>>p22 Online survey
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