I am writing to formally raise a complaint regarding persistent and unresolved issues with my recent grocery deliveries from the Stepney branch. As a paying customer and a parent of vulnerable children with special dietary needs, I have been left deeply frustrated and disappointed by the continued poor service and lack of accountability. 1. Missing Items – Order Value £139 On 28th June 2025, I received a delivery with 15 items missing, including essential goods such as bottles of water and food items I had carefully selected to cater for my children. I called the stall directly and was initially told by a gentleman that he had spoken to the delivery staff, who claimed I had received the waters. However, I only received 9 out of 10 bottles, and several other types of water were missing entirely, along with the bulk of my shopping. The only item they acknowledged was the water despite several items being reported missing. It is unclear why that was the only item referenced, and the rest of my missing goods were dismissed. This feels like a deliberate avoidance of responsibility. 2. Satursday Delayed Delivery – promiser Sunday Delivery Received but received on Monday. The delivery that was scheduled for Sunday was not received until Monday, with no prior notice or update and I wasnt home. The delivery simply turned up without warning. After the previous incident, I was understandably hesitant. I told the delivery driver, through the Ring doorbell, to leave the shopping outside, and I would deal with it which he did, placing it in a pram outside. 3. Ongoing Failures – Missed Delivery on July 5th This week again, on 5th July, I booked a delivery slot from 11:30am to 1:30pm, got up early to prepare and book slot, and as of 3pm, I am still waiting. I was told the shopping was “left in the warehouse” – a completely unacceptable explanation when I have paid for the items and secured a delivery slot in advance. 4. Impact on My Household I care for children with autism, and meal preparation has to be planned meticulously around their needs. Missing or delayed shopping causes extreme distress to my household. It is not just inconvenient – it’s harmful to my family’s well-being. These repeated failures are neglectful and unacceptable. 5. Concerns About Store Standards and Accountability Your customer service has been ineffective and unhelpful, with no clear escalation process or assurance that complaints are investigated properly. Customers deserve to know that: Complaints are logged and reviewed Staff are being held accountable Training is being provided where necessary Changes are being made to avoid repeated failings It is unclear if anything is being done behind the scenes, and from my experience, it feels like nothing changes. Staff clearly need training in product selection (e.g., sell-by dates), delivery handling, and customer care. Request for Immediate Action 1. Customer should get fast transaction to money in account when items are missing as the customer may not have the funding to shop anywhere else. 2. An investigation into why delivery was not fulfilled. 3. A written explanation to customer outlining what steps are being taken at the Stepney store to: Improve picking accuracy Prevent missed slots Address poor customer service 4. The option to select a different branch for deliveries going forward, given the continued failings at Stepney.