Grangemouth Asda worker puts in some 'overtime' to ensure customer can feed her family

Tracey Bowman, who works at the Grangemouth branch of Asda, has been praised by her colleagues for taking swift action after a shopper had her online order cancelled by mistake due to a banking error.

Tracey spoke to the worried customer on the phone after her bank had technical difficulties which meant her online order failed to go through, and wanted to make sure she could help the family out.

She said: “The customer was so distressed on the phone – she was genuinely concerned she wasn’t going to be able to feed her children. After I talked to her, I knew I needed to do something to help so I spoke to my manager and we thought the volunteer card could work well in this situation.”

A volunteer shopping card, which can be topped up with funds online, is a cashless, contactless, safe and secure way to allow others to shop for you.

Tracey said: “Once we had her set up with the volunteer shopping card, I gave her a call back to get her order and told her to leave it with me. I picked her shopping by hand, used her volunteer shopping card to pay for it and then delivered it to her door – both she and the children were delighted to see me.

“It was just the right thing to do really, I didn’t give it a second thought.

“We have to look after each other.”

Asda Grangemouth manager Kevin McPhee said: “It came as no surprise to me when Tracey wanted to help the family out – she is very customer centric and is consistently going above and beyond in her role to provide amazing service.

“She is passionate about all the things that a customer cares about and we are very glad to have her on the team.”