An Inconvenient Store

Back in 2022 Co-op sold off its petrol stations (and associated Co-op forecourt shops) to Asda. Our local forecourt Co-op was very much a community shop – we knew many of the staff by name and there was a buzz about the place.

 

Fast-forward a couple of years and the shop’s livery isn’t the only change. Despite seeing these former Co-op shops as a "significant growth opportunity for the business" something seems to have been lost in transition:

 

-       Asda Reward cards are not accepted at Asda Express stores

-       Asda special offers are not available at Asda Express stores

-       Cashback is not available at Asda Express stores

-       It is not possible to order in Asda food items at Asda Express stores

-       Quite often, a full range of fruit and veg isn’t available from our Asda Express store

 

I contacted the Asda team on Twitter* in July 2024, who promised to forward my concerns. I contacted them again in October because nothing had changed and no one had got back to me. In their reply they stated:

 

“I wouldn't be able to tell you if any action has been taken as this is against our policy. Please be assured this has been fed back to (the) store and has been logged here at Asda Head Office.”

 

Someone-in-the-know suggested I contacted Lord Stuart Rose, who took on the role of CEO in September 2024, so I wrote to him.

 

The Asda Executive Relations Team telephoned me and emailed me on his behalf, promising to look into the patchy fruit and veg and asking what I bought from Co-op that I can no longer get there. I told them and they couldn’t get it there for me either.

 

I explained that there are four competitors’ outlets within a three-mile radius that do operate loyalty schemes so they’re steadily eroding their own customer base. When they talked about the acquisition of these 'small convenience stores' I pointed out that the shop in question had seven tills, albeit with hardly anybody using them when I was last there.

 

The call ended in a stalemate with the ERT assuring me that these concerns would carefully considered (again). And, as a show of thanks, they would send me a voucher, which could be used at any Asda outlet, including Asda Express.

 

I popped down there, collected some treats and presented my voucher. The person on the till informed me that Asda Express doesn’t accept Asda vouchers – apparently it’s a different system – so I put the goods back on the shelves (anyone who knows me will understand my pain at having to return chocolate) and walked out.

 

Naturally, I went back to the ERT to denounce their voucher. They suggested I go to my nearest (genuine) Asda store, which would entail a round trip of 20 miles. It feels like no one has thought this through properly. Not for the fantastic – and increasingly sparse – staff in store, not for the customers, and not for the Asda brand.

 

* Deal with it!