An ASDA delivery driver may not call if the delivery is running normally and the address is easy to find. A telephone call is not guaranteed before every grocery delivery.
If your booked slot has passed and the driver has not called or arrived, check Your Orders for tracking information, look for a text message or email and contact ASDA Grocery Customer Services when no useful update is available.
Do not assume the order has been cancelled simply because you did not receive a call.
Does an ASDA driver have to call before delivery?
ASDA does not state that drivers will telephone every customer before arriving.
A driver may come directly to the address during the confirmed delivery slot and knock or ring the doorbell without calling first. Telephone contact is more likely when:
- The driver cannot find the property
- Access to the building is restricted
- The delivery is significantly delayed
- The address details are unclear
- Nobody answers the door
- The local delivery team needs to discuss a problem
You should remain available at the address throughout the booked slot rather than waiting for a call as your signal that the driver is coming.
Check whether your delivery slot has ended
Confirm the complete period shown in your order confirmation.
For example, a delivery booked between 7pm and 8pm is not late until after 8pm. The driver can arrive at any point during that hour and may not contact you beforehand.
You can check the confirmed date and time through Your Orders. Your slot and tracking information form part of the ASDA grocery delivery process.
Check Your Orders for an update
Sign in to your ASDA account and open Your Orders.
The order status may show that it is:
- Being prepared
- Ready for delivery
- On its way
- Delayed
- Delivered
- Cancelled
ASDA directs customers with grocery order problems to manage and track their bookings through its official Help with a groceries order page.
Tracking information may change during the route, so an estimated arrival time or number of remaining stops should not be treated as a guarantee.
Check for a text message, email or app notification
The driver may not call, but ASDA could communicate through another method.
Check for:
- A text message about a delay
- An email from the local delivery team
- An app notification
- A cancellation message
- A revised estimated arrival time
- A missed call from an unfamiliar number
- A voicemail message
Check your spam and junk folders as well as your normal inbox.
A message may arrive late if the delivery team is dealing with an unexpected disruption.
Confirm that ASDA has the correct telephone number
Open your account details and check the mobile phone number saved against the order.
A driver may be unable to contact you if:
- The number is old
- A digit was entered incorrectly
- A landline was supplied but nobody is near it
- The number belongs to another household member
- Your account was created using outdated information
Changing the number in your account may not automatically update an order that is already being prepared or delivered. Contact ASDA if the order is due soon and the original contact details are wrong.
You can review your account and active orders through the ASDA online shopping system.
Why might the driver not call?
The delivery is running normally
Drivers do not necessarily contact every customer before arriving. If the property is straightforward to locate and there is no delay, the driver may simply arrive during the slot.
The driver does not need directions
A call may only be necessary when the driver cannot identify the entrance, house number or access route.
Clear address details can reduce the need for telephone contact.
Your number is incorrect
An old or mistyped number may mean the driver tried to call somebody else or could not connect.
Check the contact information saved in your account after the delivery problem is resolved.
Your mobile phone blocked the call
Some mobile phones automatically silence or reject unknown numbers.
Check:
- Your missed-call list
- Blocked numbers
- Spam-call filtering
- Do Not Disturb settings
- Voicemail
- Network signal
The call may appear as a local, withheld or unfamiliar number.
The driver had no mobile signal
Weak coverage can prevent calls from connecting, particularly in rural areas, underground car parks or buildings with poor reception.
The driver may still attempt delivery by following the address and instructions.
The driver was delayed unexpectedly
A vehicle problem, traffic disruption or difficulty on an earlier delivery may prevent the driver from contacting every affected customer immediately.
Check Your Orders and contact ASDA when the slot has passed without an update.
Tracking or communication systems failed
A technical problem may prevent telephone, text or app updates even when the order is still moving.
Try refreshing Your Orders or checking through another device before concluding that the booking has disappeared.
What to do if the slot has passed
1. Refresh the order status
Open Your Orders again and look for a revised arrival time, delay notification or cancellation.
Try signing out and back in if the page appears frozen.
2. Keep your phone available
Take your mobile phone off silent and answer unfamiliar numbers where possible.
Check that call-blocking settings are not preventing the driver or delivery team from reaching you.
3. Check the entrance and doorbell
Make sure the driver can reach and identify the property.
Check whether:
- The doorbell works
- The house number is visible
- The communal entrance is accessible
- The intercom is working
- A gate is locked
- Delivery instructions are clear
Stay alert for a knock at the door, as the driver may arrive without calling.
4. Contact ASDA
Contact ASDA Grocery Customer Services when:
- The booked slot has ended
- No tracking update is available
- The driver has not called or arrived
- The order is marked as delivered
- The order has changed to cancelled
- You cannot remain at the property
- Your saved telephone number is wrong
- The address may be difficult to find
Provide your order number, postcode, booked slot and the current order status.
Ask ASDA to confirm whether the driver is still completing the route or the shopping has been returned to the store.
What if the driver arrives without calling?
You can accept the order normally when it arrives within the booked slot.
A lack of advance telephone contact is not by itself evidence that ASDA failed to follow the delivery process. The important issue is whether the driver arrives at the correct address during the agreed period and completes the handover properly.
Check the groceries, substitutions and final receipt as usual.
Tell the driver if you believe your account contains an incorrect telephone number, but update it through your ASDA account as well.
What if you miss the delivery because there was no call?
Contact ASDA promptly and explain what happened.
ASDA may need to check:
- When the driver arrived
- Whether the driver knocked or used the doorbell
- Whether a telephone call was attempted
- Which number was used
- Whether the address was accessible
- Whether the order returned to the store
- Whether another delivery attempt is possible
A call is not guaranteed before arrival, so ASDA may consider whether you were available during the booked slot and whether the driver made a reasonable attempt to deliver.
Do not assume that the driver will automatically return.
Will ASDA try to deliver again?
A second attempt is not guaranteed.
Whether the driver can return may depend on:
- The remaining route
- How far away the vehicle is
- Driver working hours
- The condition of chilled and frozen products
- Local store capacity
- Why the first attempt failed
- Whether somebody is now available
ASDA may instead cancel the order or ask you to place another booking.
Only customer services or the local delivery operation can confirm what will happen to the specific order.
Can the groceries be left outside?
Do not assume ASDA will leave a complete grocery order unattended.
The driver may need to hand the shopping to an appropriate person, particularly when the order includes:
- Alcohol
- Medicines
- Knives
- Other age-restricted products
- Chilled or frozen food
- High-value items
A doorstep, porch or other location may not be suitable for an unattended grocery delivery.
Clear delivery instructions can help the driver find the property, but they do not guarantee that ASDA will leave the shopping without a handover.
What if somebody under 18 is at home?
The driver may be unable to complete the delivery when an appropriate adult is not available, particularly if age-restricted products are included.
A telephone call does not replace any age-verification requirements.
Make sure an eligible person is present throughout the booked slot. If this is no longer possible, contact ASDA before the driver arrives.
What if the order says delivered but nobody called?
Contact ASDA promptly when Your Orders shows the groceries as delivered but nobody at the address received them.
Before reporting the order:
- Ask everyone in the household.
- Check the front and back entrances.
- Ask a receptionist or concierge.
- Confirm the delivery address.
- Look for a message or voicemail.
- Check whether the order was accepted by somebody else at the property.
Explain to ASDA that the entire order is missing rather than reporting individual products.
ASDA will need to investigate the delivery record and establish whether the status was entered incorrectly or the groceries were handed over elsewhere.
What if ASDA says the driver attempted delivery?
Ask for clarification about the attempted delivery.
You can ask ASDA to check:
- The recorded arrival time
- Whether the driver knocked
- Whether the doorbell or intercom was used
- Whether a call was attempted
- The telephone number on the order
- Any notes made by the driver
- Whether the vehicle reached the correct address
Check your own call history, doorbell recording or building entry record where available.
Do not claim that no attempt occurred merely because you did not receive a call. Explain exactly what you observed, such as being present throughout the slot without hearing a knock or seeing a vehicle.
What happens to the payment after a missed delivery?
The payment treatment depends on whether ASDA completed, cancelled or returned the order.
ASDA rearranges or completes the delivery
The final payment should reflect the groceries supplied, including any substitutions, unavailable products or rejected items.
ASDA cancels the order
A temporary card authorisation may remain visible even when ASDA does not complete the payment.
The bank may later:
- Remove the pending transaction
- Reverse the authorisation
- Restore the available balance
- Display no separate refund
ASDA records the order as delivered
Contact ASDA if a completed payment was taken but the groceries did not arrive.
ASDA must investigate the delivery before confirming a refund or another resolution. Payment corrections may be handled through the ASDA refund process.
Will ASDA refund the delivery charge?
A delivery charge refund is not automatic because the driver did not telephone.
ASDA may consider the circumstances when:
- The driver went to the wrong address
- No reasonable delivery attempt was made
- The order was incorrectly marked as delivered
- ASDA cancelled the delivery
- Customer services previously promised a refund
- The service failed for another confirmed reason
Ask ASDA to review the charge and explain the inconvenience caused.
Do not assume that compensation or a goodwill voucher will be provided.
Can you contact the driver directly?
ASDA does not provide customers with a general public telephone number for an individual grocery driver.
Any call you receive may use a work device, local number or withheld number that cannot accept return calls.
Use ASDA Grocery Customer Services or the order-management options instead of repeatedly calling an unfamiliar number.
Customer services can contact the relevant delivery operation where necessary.
Should you contact the local ASDA store?
Start with the grocery customer service route shown in ASDA’s Help Centre.
The local store may not have access to every payment, account or tracking function. Customer services can check the order and decide whether the store or delivery team needs to be involved.
Contact the store directly only when ASDA instructs you to do so or gives you a relevant store contact method.
How to reduce future contact problems
Before your next order:
- Check the telephone number in your account.
- Confirm the complete delivery address.
- Add useful access instructions.
- Make sure the house number is visible.
- Test the doorbell or intercom.
- Keep your mobile phone nearby during the slot.
- Disable call blocking temporarily where appropriate.
- Monitor Your Orders for tracking information.
- Arrange for an eligible person to receive the shopping.
Do not include passwords, payment information or unnecessary personal details in delivery instructions.
When should you make a complaint?
Consider making a complaint when:
- ASDA incorrectly claims that you were unavailable
- No reasonable attempt was made to reach the property
- The order was marked as delivered but did not arrive
- You were charged for an uncompleted delivery
- Customer services cannot explain what happened
- The same contact problem happens repeatedly
- An agreed refund is not processed
Keep:
- The order number
- The booked slot
- Screenshots of tracking
- Your call history
- Relevant doorbell or entry records
- Messages from ASDA
- Customer service reference numbers
- Bank transaction details
State what happened and what resolution you are requesting. Keep a failure to telephone separate from a failure to attempt delivery, as these are not necessarily the same issue.
Frequently asked questions
Does an ASDA driver always call before arriving?
No. A driver may arrive and knock during the booked slot without making an advance telephone call.
Why did the ASDA driver not call when they could not find me?
The number may have been incorrect, the call may have been blocked or the driver may have been unable to connect. Ask ASDA whether a call attempt was recorded.
Can ASDA cancel my order if I do not answer the phone?
Not answering a call does not automatically cancel an order, but the delivery may fail if the driver cannot find or access the property and nobody responds at the address.
Will the ASDA driver return after a missed delivery?
A return attempt may be possible, but it is not guaranteed. Contact ASDA promptly so it can check the driver’s route and the status of the groceries.
What should I do if no call appears in my phone history?
Check blocked calls, voicemail and spam filtering. Contact ASDA if the order was missed or cancelled and ask which telephone number was used and whether a call attempt was recorded.