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Original poster

Morrisons deliveries/Substituted items

31 replies

justbloodystayhomeplease · 15/05/2020 10:42

Hi All,
I am very fortunate that I am able to get Morrisons deliveries at the moment due to being medically vulnerable.

I've been getting Iceland deliveries up to now so this is my first delivery with morrisons.

I've had an email to say the items i wanted weren't available so they've been substituted with other items - much more expensive items and also items that I can't even eat.

Their online help just says that they cannot accept any refusals of substituted items on the doorstep so I'm concerned as the items are over £20 combined and we are on a limited budget right now.

It hasn't been delivered yet, due today and obviously too late for me to change anything - their phone lines are not working at the moment and they said they aren't answering emails so I don't really know what to do now

Anyone know what happens at the moment if you aren't happy with the substituted items?

OP posts:
BigcatLittlecat · 15/05/2020 10:51

I know with Asda if you are not happy with the substitutions you can email then and they will refund them! I think I have done it every time with my Asda orders since lockdown has begun!
Someone will know about Morrisons I'm sure!

TheGreatWave · 15/05/2020 10:55

Yes you can ring and they will refund and you keep the product.

Roselilly36 · 15/05/2020 10:58

Morrison’s are worse for subs than Asda in my experience.

ScarfLadysBag · 15/05/2020 10:59

Is Morrison's the only supermarket that charges more for substitutes? I'm certain both ASDA and Tesco (definitely the latter) charge the same as the product you ordered (nearly evidenced when our small turkey crown at Christmas a few years ago was substituted for a turkey big enough to feed 10!)

YouCantBeSadHoldingACupcake · 15/05/2020 11:01

You can tell them at the door they aren't suitable substitutes and they will refund you. Whether they take them back or not seems to depend on the driver, I've kept stuff that I have been refunded for, but also had another driver take the food back.

BurnIt · 15/05/2020 11:02

Yes would be worth googling to see if you can see if they charge more for subs or not. As said already Tesco never charges more for subs.

Itsyoouu · 15/05/2020 11:05

I had to persevere on the phone but I managed to talk to someone who told me if I managed to speak to the driver they would scan back the items I didn't want and correct my order so I wouldn't be charged. The substitutes like you were of no use to me so it made sense for the driver to refund them. Hopefully you can talk to them, it worked for me.

SoloMummy · 15/05/2020 11:05

I had similar. Though was only £10 extra, I waited on the phone and eventually they refunded.

itsallopticsanyway · 15/05/2020 11:06

I had subs on my Morrisons order twice in the last month. Both times I said no thank you and they refunded me straight away. One driver said you can keep them anyway because we can't take them away and they get binned anyway, the other took them away with him so not sure what he was going to do with them 🤷🏼‍♀️I got my money back anyway, they did it on their little hand held thingy.

North71 · 15/05/2020 11:15

Only recently started using Morrison’s. We have had a few gluten contains items replacing Free From foods. The drivers will not take items back but if you email they are very good at refunding.

Iwalkinmyclothing · 15/05/2020 11:24

Insisting you pay extra for substitutions you don't want and can't return is really poor, I wonder why Morrisons are so out of step with other supermarkets on this?

tamsintamsout · 15/05/2020 11:30

Can you do it online? Sainsbury’s has a form for this - you just say which ones you don’t want and they give you vouchers.

SunflowerSeedsForever · 15/05/2020 11:31

The website is out of date

Tell them before then unload and they take them back same with Ocado

Morrison’s from a store may differ ours comes from depot

SunflowerSeedsForever · 15/05/2020 11:34

.Insisting you pay extra for substitutions you don't want and can't return is really poor, I wonder why Morrisons are so out of step with other supermarkets on this?

They are not the outlier is Tesco that doesn’t charge. The rest do in some way

Ocado are very poor at this, bill can shot you as promotional discount is applied at same % but item could’ve been 4x price

MrsG010814 · 15/05/2020 11:37

I get weekly morrisons deliveries and refused substituted items at point of delivery last week and the driver took them away. Sometimes the driver just refunds them and leaves the items with you but I haven't had that happen as much since they stopped using carrier bags.

rosie1959 · 15/05/2020 11:39

I had this with Morrisons early on in the year. They charged quite a bit extra for substitutions. I rang to enquire about it and was basically told by customer services tough luck we won’t do anything about it.
I haven’t used them since and don’t plan to again Tesco and Sainsbury’s much better Tesco charge the same as the original item and Sainsbury’s give you a credit to use on your next order

Iwalkinmyclothing · 15/05/2020 11:41

Thanks @SunflowerSeedsForever, I didn't realise it was that way round!

overtly · 15/05/2020 12:06

@Iwalkinmyclothing Tesco aren't the outlier, ASDA and Waitrose also don't charge extra for subs and will refund you.

Katinski · 15/05/2020 12:39

I switched from Morries to Iceland cos M.never had availability, and it's like what everyone upthread has written. Just had my 2nd Iceland delivery.Same v.helpful driver, well pleased, tho....who's eating all the spring onions? None to be had...
But I'm sticking with them, even when lockdown's over (if ever!)

hugglesfor4 · 15/05/2020 12:44

Whenever I've had substitutes from Morrison's they've always price matched with the original item I ordered.
If you download your receipt there's a section at the end that shows the substitutes and the price match.
I've used Morrison's for years as they seem to be the only supermarket that brings food directly from their warehouse instead of the stores which gives a better chance of having the items I've ordered.

MaureenMLove · 15/05/2020 18:24

I'm just waiting for my Morrison's delivery. I've had an email to say I should look out for 'the hot dog' van.HmmGrin

PatricksRum · 16/05/2020 01:32

Due to coronavirus you csnt hand the items back.
You request a refund after.
I've never experienced Morissons charging more for substitutions, only Sainsbury's.

Peppafrig · 16/05/2020 01:38

Yes Morrison's charged me for subs that meant my shopping was over £20 more . I couldn't send them back or refuse them. They did eventually refund me . It was stuff like subbing 50p noodles for £2 ones. When you buy 4 that's £6 extra just for noodles. Or the £1 hand cream that got swapped for £6 one.

EatsFartsAndLeaves · 16/05/2020 01:40

The driver I had the other day said he could take back anything I hadn't touched, so let yours know before unloading and you should be fine.

BanKittenHeels · 16/05/2020 01:48

I always email Morrisons rather than phone - it was previously via the app, (but of course they have closed that) I have an issue with an item, be that a spilt item, dented tin, inappropriate substitution and it has been refunded within 24 hours.

I thought it would take longer during the current crisis but on Monday night we had a delivery and the flour bag was opened and they substituted something that wasn’t appropriate. I filled in the form on their website, I had an auto-email straight away and then on Weds morning I had an email saying they would refund.

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