Online delivery - how often do supermarkets give you substitutes?

[Partyinfrance]

I've not been getting shopping delivered for that long, but I've found that every time I've had 2-3 things substituted, which is fine. However I've just received an email for today's delivery with 2 things substituted for something completely different, not even close to the original.
I just wonder what goes through their mind. I can send them back but I'm not able to choose something else in their place, so I'll have to go out and buy them, which defeats the whole object. Has anyone else had these problems?

Ocado. Rarely get substitutions, and when I have they've always been sensible ones - different brands of the same item, or two smaller packs to replace a larger one of the same thing.

I wonder if this is because Ocado items are picked from a warehouse where everything sold has gone through their ordering system. This should make stock control easier than e.g. Tesco or Sainsbury's where items are picked in stores and members of the public can just wander in without warning and take the last six garlic baguettes or whatever.

Asda are terrible for substitutes, we get loads - I can't remember ever getting a shop from them without any substitutes or items missing.

Ocado and Waitrose are a lot better, but obviously more expensive!

I agree on things like the mince, that's rubbish because they will have had other beef mince in stock.

I find Asda do this whereas Waitrose would give you the next brand up or smaller weights to make up what you ordered.

Obviously Asda are cost cutting and they are the cheaper supermarket so I guess you get what you pay for (we use Asda atm but thinking of switching back and paying the extra!)

The other good thing about Ocado substitutions is you get a notification via the app (and/or a text or email depending on account settings) in advance to let you know about any substitutions, which usually comes early afternoon for my regular evening delivery slot. Presumably their system generates this when the order has been picked. It means I'm not put on the spot to accept or reject subs on the doorstep, and could* pop in somewhere on the way home from work if a crucial item wouldn't be coming. At least in theory - this has never happened!

I use Ocado and almost never get substitutes

Fairly rarely and I've never had a weird substitute, it's always been quite boringly sensible. I like that when Tesco substitute for a more expensive item they don't charge the difference, which I think some others do.

@CasperGutman Yes Tesco have started doing this and I find it useful to know in advance what is definitely coming.

Our Tesco delivery driver told us that someone ordered a bottle of factor 50 suntan lotion. Because it was out of stock it was replaced with two bottles of factor 25 !!!!

Sainsburys are usually good for me.

Recently they did substitute a Sharwoods pack of noodles for a single Pot Noodle, which was annoying as I had all the other ingredients to make a family sized chow mien, just not the noodles!

Once per delivery at the most.

Usually one or two a week with Sainsbury's but usually sensible and I can accept them. The ones that annoy me are where I've ordered a certain quantity of something and they end up sending me less (often for nearly the same price), and when I've ordered something vegetarian and they send me a meat version - my oh is veggie and I'm not so if we get pizzas or ready meals there will usually be one veggie, one meat. Two meat ones doesn't really help us!

Ocado pick from a warehouse and are usually very good, but yesterday's order was April 2020-level bad - 10% of the order was simply unavailable and there were two substitutions on top of that.

We were using Waitrose home delivery until a few weeks ago. Historically, Waitrose has been much better for quality produce and service. Expensive, but worth it.

However, the last few weeks were absolutely dreadful. Five or six substitutes each week, fruit and veg on a short shelf life and past their best, issues with online payment systems. I could tell the poor delivery drivers were embarrassed.

We have been alternating Tesco and Sainsbury’s recently (with a local farm shop for meat) and have been really impressed. Very few substitutions, better quality food and we are saving fifty quid a week. DH goes to Waitrose for the stuff we chat get elsewhere, but that’s only a very few items now.

Also Ocado and almost never get substitutions. You are also messaged in advance if there is a substitution.

Had an Ocado smart pass for about eight years. They've probably only substituted an item about 15 times in the whole period. It's very rare.

Amazon fresh, never.

@rocknrollaa yes, thanks - that's exactly what I thought about the mince. We've put a note on our account now saying "Do not substitute pork mince for beef mince". We are a charity & started using Asda because they are cheaper. Before that we used Sainsbury & also weren't happy with substitutions &/or lack of stock. That was during Covid lockdowns, not sure if that made a difference. It would appear from the anecdotal evidence on this thread that Sainsbury & Asda are the worst as regards substitutions!

Sainsbury's here and one or two subs maybe every third or fourth delivery.

It's always something sensible (eg smaller/larger pack, similar product in the same range) and you can ask for products not to be subbed if you want when you order. I also get an email first thing in the day of delivery noting subs and short dates items.

I don't know if it's drivers round here or Sainsbury's policy, but if I ask to send back a sub or short dated item, the drivers refund it there and then and leave it with me anyway. I assume it is because it couldn't go back on the shelves if taken back so would hdd we written off. Uniformly lovely drivers in my area!

No substitutions wouldn't work for us as it's not always possible to leave the home to shop for food items we need for that evening's dinner. However, a text message to the work mobile stating any substitutions would be helpful. Our delivery comes 9-11am, but forewarned is forearmed; as pp said, it gives you a bit of time to consider whether the substitution will do or not. I will see if Asda can do that.
I'm guessing Ocado is more expensive than Asda, though they do sound the most proficient.

I get a delivery once a week from Tesco. Have done for 15yrs plus. I rarely get subs now, but there has been phases I did. My shopping now comes from a big distribution centre rather than local store and whilst it means it’s nearly always late now as coming from further (I’m currently waiting for it now!) I’ve had very few subs / unavailable items since

I used to do online shopping with Asda and they’d send a better alternative if they were out of something. So say brand name or organic version instead of Asda’s own. But they don’t seem to do that anymore and just send a stupid replacement or nothing at all.

That's why I stopped Asda and swapped to Tesco not had a problem with them substituting for dearer same items if the cheaper isn't in

Ocado or Morrisons come from Distribution Centres in Oxfordshire,
never had a substitution, excellent fresh produce, on time deliveries,
smiley drivers.

The Asda delivery which come from the small Asda store in Wheatley,
is taken from the shelves, same as Tesco or Sainsbury in Aylesbury :
if the shelf stackers haven’t filled up, or between shifts, chances are
items will be unavailable which we will not know until delivery is on its way.
Replacements are quite good, occasionally a better value item, thoughtful.

Some items cannot be reasonably substituted.

Not in Stock/Unavailable can make shopping on line frustrating and
time consuming which somewhat undermines the purpose.
It also depends massively on the common sense and integrity
of the picker/packer.
We have never been able to work out, which is the optimum
delivery time of day to achieve maximum order -

The medium sized Waitrose in our small town is massively understocked, many items unavailable which is our main gripe although their drivers graduate from Charm School as do Ocado, which is nice. Substitutions are generous but then
so are their profit margins.

Ocado has the edge, definitely, modern warehousing technology, stock control, excellent bargains, good quality goods, fantastic pasta range, pleasant drivers.

Happy Shopping everyone !

well this made us both laugh - shows they have a sense of humour ?
or shrugged and sent them anyway

That's hilarious 😂

You do question the logic behind some of the substitutions/ who is making these decisions sometimes!