Since this second lockdown I have received a weekly delivery, which I am grateful for. However I always tick for carrier bags, only 40p so saves having to take out my items individually from their delivery box. It started off okay, but on at least 5 occasions since, they have not had the bags but still charged the 40p anyway. This is not the delivery drivers fault, and they are just as frustrated by this as the customer, as it takes much longer for each of their deliveries for the customer to take out their items a few at a time. Yesterday once again no bags, the cost is adding up now. Only £2.00 you might say, but one of the drivers told me that they had 20 deliveries with no bags, so that means £8.00 in just one - two hour slot for that driver. How much are Asda making with all their deliveries just in one day overcharging for these bags. I rang their customer services, and spoke to a very rude man, who told me that they had a directive that Asda were not supplying carrier bags. I then asked if that was the case why was Asda still charging for bags. This option should be removed from their order page. He told me they couldn’t do that, and so I should just uncheck the tick box for bags. He seemed to think it was a trivial complaint, and thought it was funny. I took his name (if it wasn’t made up) and asked where his office was, and he told me South Africa! I asked that he email me this directive, as I was taking this further. He asked me to hold, after a few minutes he came back and said that he wasn’t allowed to send to external emails. Strangely though after his call I got an email to say he had refunded 40p. Following his response I emailed the CEO. Now I know my email would not reach him, but I wanted to see if a) I got a response, and b) what they have to say. First email back was a standard we have your email and someone will investigate. Received another this morning telling me they will report my concerns to the delivery Manager. They have not addressed the charging of carrier bags, or indeed the money they are making out of customers. Just wondered if anyone else has had similar issues. I should also have said my first option was to ring the branch which was Andover, but the shops are not taking calls.