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About Sainsbury's substitutions?

(79 Posts)
nemno England Tue 30-Jul-13 18:27:24

Just got a delivery. I don't use their service often but do like some own brand things. I knew they don't price match substitutions. Now am I wrong about the following? In which case IABU.

The 2 subs they made were on items in multi buy offers. They did not sub with other things in offer (I think they could have). Of course I could reject the subs, they were in a blue bag to identify them easily. I asked the delivery man what happened to the other offer items. He wanted to be helpful but didn't know. The only way to find out was to go online and compare the offer price on there with my actual receipt. Obviously he had to go so I did this afterwards. Sure enough the other items reverted to their single higher prices. So I ended up paying more than the offer price for items of lesser quality than I ordered (subs were basics range). Have I understood this right? I think that if they do this then all the items from the offers should be in blue bags so that they can all be easily rejected?

I have written to them but don't expect a reply soon.

dadinthehat Tue 30-Jul-13 18:28:38

Tesco always goes with the lower of the two prices if they substitute.

nemno England Tue 30-Jul-13 18:32:53

Yes, I knew Sainsbury's don't do that. Ocado keep the offer price even if they can't provide all the items in an offer.

Rootatoot Tue 30-Jul-13 18:39:24

Ring them. Customer services have always beenjoy great when I've used them.

Rootatoot Tue 30-Jul-13 18:40:11

Blinking phone. Been not beenjoy whatever that is!

Boo86 Tue 30-Jul-13 18:43:23

are you my dp? this exact situation happened to us this morning!

nemno England Tue 30-Jul-13 18:45:52

smile Do write (or phone) too Boo86 I think it is a bad policy and we should all tell them it is. My phone is charging and I've written now Root.

Osmiornica Tue 30-Jul-13 18:52:50

Yep, I've had that a few times too. I select no subs for anything like that now as otherwise you end up out of pocket.

Hegsy Tue 30-Jul-13 18:57:37

Sounds a bit pants. Hope you get a decent response from them. Although tesco price match their substitutions I've found some of them a bit strange normally end up returning most of the substitutions.

nemno England Tue 30-Jul-13 18:58:17

How does that work Osmiornica as they did have the other items. eg you choose 3 items that usually cost £4 but the offer is 3 for £10. They send 2 items and sub the third. So they charge £8 plus the full price of the sub item. If I refuse the sub they still charge £8. Ocado would charge 6.66 in this case.

Nps1976 Tue 30-Jul-13 19:02:23

Asda will also charge full price if they sub one of the items in a 3 for £10 offer. They confirmed this when I rang to complain but gave me the discounted price as a gesture of goodwill. I'm sure Sainsburys will do the same.

nemno England Tue 30-Jul-13 19:10:13

That would help Nps but not for next time. It's a stupid policy and I'm wondering if it isn't a sneaky way not to honour the offer. Next time I'll reject all the items in the offer but have to a) remember what the other items were or log in to online site to find out and then b) root through the shopping to find them. The delivery driver will be delayed.

I shouldn't have posted this, it's making me grumpier about it smile

cjel Tue 30-Jul-13 19:17:48

Waitrose always give you the lower price. Even got 800g gift of free strawberries on Sunday as they were getting close to sell by datesmile

pixiegumboot Tue 30-Jul-13 19:21:55

I always get a refund and a voucher when they do this to me. usually they try and fob me off with a generic email telling me shit about stock control etc. I just reply back telling them to tell someone who cares. if the whole offer is not available they now don't send any part of it too me. I must have a note on my filegrin

herecomesthsun Tue 30-Jul-13 19:51:48

Waitrose do NOT give the lower price if they substitute one of 3 items in a linked offer. It is VERY annoying.

Lomaamina Tue 30-Jul-13 19:55:02

I have the same problem with Sainsbury's, but they are good about refunding if you point out a problem to them. Have you emailed them with the order number and exactly what you want them to do?

BTW don't pay to phone them. Here's the freephone: 0800 636262

nemno England Tue 30-Jul-13 19:59:33

I have Lomaamina, thank you.

cjel Tue 30-Jul-13 20:04:02

If you check and find wrose haven't, ring them and its their error and they willx

Winterwardrobetime Tue 30-Jul-13 20:18:52

Tweet them. They were quick to sort out a problem when I did it this way.

Buzzardbird Tue 30-Jul-13 20:19:19

If you go into the subs section and in the notes for anything on any kind of offer you note "please only sub for items within offer" this seems to miraculously stop them from being out of stock of anything you order on offer

starfishmummy Tue 30-Jul-13 20:24:50

I just tick the box against multi offer items to say I don't want a sub.

Lomaamina Tue 30-Jul-13 20:28:12

That's interesting Buzzardbird and starfishmummy: I must check if that works for me.

nemno England Tue 30-Jul-13 20:32:02

Buzzard, that sounds like it would work but for me means doing it every time on nearly everything! Will do it though, thank you.

starfish that stops the sub but not the overcharging on the other items.

Buzzardbird Tue 30-Jul-13 20:43:16

Its laborious the first time but then it 'remembers' ones that you have commented on for further shops. Its worth it, trust me.

IneedAsockamnesty Tue 30-Jul-13 20:49:29

Tesco substituted 3x chicken pies for the steak pies I actually wanted last time I shopped online they must think I really love chicken pies as I already had 3 in my order.

Pissed me off because I ordered the steak for the kids who can't eat chicken so it meant I had to do totally separate meals that night.

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