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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

Inappropriate Tesco substitute! WIBU to complain?

218 replies

tigerlady14 · 28/05/2025 09:44

tw: mention of alcoholism

100% fine with being told I’m being very silly and overreacting which I think might be likely due to the emotional circumstances surrounding this, but I need some clearheaded opinions as my knee jerk reaction tells me this is really inappropriate.
For background I am a recovering alcoholic and looking forwards to celebrating 2.5 years of sobriety this week. For a treat I decided to add a pretty expensive “premium” alcohol-free beverage to my weekly Tesco order. I drink alcohol-free drinks quite often but this one was a particularly special one to mark the significant occasion for me (this is why I think I may be BU as I might be particularly sensitive due to the nature of the purchase.)
I was therefore really surprised to see that they had substituted this with the original, alcohol equivalent when my order arrived! I of course refused the substitution and they took it away with no problems so happy to be told that I should accept this as the end of it, but I can’t help but feeling a sense that this substitution is really quite inappropriate.
I am aware that when placing the order you can select if you want substitutions or not, in this case I chose to allow substitutions as I expected to receive something similarly alcohol-free if they didn’t have the item in stock. It didn’t cross my mind that they might substitute it with alcohol, particularly as I live in Scotland and there is a clear pop up on the website indicating that alcohol cannot be purchased on orders being delivered prior to 10am (the slot was 8-9am) due to licensing laws.
Therefore I am wondering WIBU to complain about this substitution, both due to the inappropriate nature of it as well as the violation of licensing laws? I can’t imagine any situation where someone would have ordered an alcohol free drink and would be happy to receive one with alcohol, it just seems wholly unsuitable. However as I say this is obviously quite emotional for me so happy to be told I am being silly.

YANBU: complain to make them aware of the issue and so that they might take it into consideration in future
YABU: you are overreacting, no harm was done as the substitution was removed and refunded

OP posts:
OtterlyMad · 28/05/2025 09:49

I think this must be an error and Tesco should be made aware of it ASAP in case someone with less will power than you or in a bad place accepts the substitution.

UtterlyQuackers · 28/05/2025 09:50

I would make them aware.

Someone close to me is trying to recover from their alcohol addiction. This I suspect would give them the perfect excuse to drink it.

Well done on your recovery xx

BoredZelda · 28/05/2025 09:51

Should have turned off the substitution, they are well known for being crap at substituting products. But I’m confused, my Tesco doesn’t allow you to purchase non alcoholic versions of drinks prior to 10am either.

They have breeched licensing laws by sending alcohol, so I’d let them know about that, but YABU to expect them to know you don’t want alcohol in your house.

Dotjones · 28/05/2025 09:51

I think you're unreasonable because it's a reasonable substitute in principle and to be honest a better substitute than Tesco commonly offer. (Alcoholic gin is a better substitute for "alcohol-free" gin than mushroom soup is for tomato soup, for instance.)

All substitutes are a matter for the customer to decide to accept or refuse. In this case you refused it, as is your right.

They've not breached licensing laws for two reasons. One, you didn't order alcohol to be ordered early, and two, your refusal of the alcohol means they didn't deliver alcohol early.

pimplebum · 28/05/2025 09:53

Congratulations on your sobriety!

I would let them know the substitute was inappropriate and why

I’ve heard of them substituting a bottle of wine with a bottle of bleach !

Olderbeforemytime · 28/05/2025 09:53

I think you should complain. It’s not an appropriate subsitition.

DustlandFairytaleBeginning · 28/05/2025 09:57

I know someone who had a gluten free pizza substituted with the regular gluten one - so I believe it is a wider problem- but its probably worth still letting them know to adjust their recommendations for pickers.

Viviennemary · 28/05/2025 09:59

It is obviously an error, Make them aware of it amnd they will highlight it to their staff.

Seawolves · 28/05/2025 10:01

I would make them aware of why it was inappropriate but I wouldn't complain.

GwendolynChappers · 28/05/2025 10:02

😲 This exact thing happened to a friend of mine. She didn't "complain" as such but politely made them aware.

They kind of fobbed her off by saying it was customers responsibility to turn off substitutions for individual items. She tried bouncing that back to no avail.

But they did send her a bottle of alcohol-free prosecco and a box of chocolates to apologise.

Ohrainyrainy · 28/05/2025 10:02

I think that is a really serious mistake for the company to have made.

It could have been carelessness or ignorance. Either way they should be providing more staff training to ensure this doesn't occur again.

It also makes me wonder what other inappropriate substitutions they might sometimes make that have potentially dangerous consequences.

Yes you really should put in a complaint about this

AllProperTeaIsTheft · 28/05/2025 10:03

YANBU. Supermarkets should have a policy about this imo. In fact, they probably shouldn't ever substitute alcohol (even if it's just a slightly different drink, as it could be stronger than the item ordered).

BunnyLake · 28/05/2025 10:04

Dotjones · 28/05/2025 09:51

I think you're unreasonable because it's a reasonable substitute in principle and to be honest a better substitute than Tesco commonly offer. (Alcoholic gin is a better substitute for "alcohol-free" gin than mushroom soup is for tomato soup, for instance.)

All substitutes are a matter for the customer to decide to accept or refuse. In this case you refused it, as is your right.

They've not breached licensing laws for two reasons. One, you didn't order alcohol to be ordered early, and two, your refusal of the alcohol means they didn't deliver alcohol early.

Considering Tesco have not substituted sliced bread for any sliced bread (or even unsliced) in my shopping I think substituting non-alcoholic for alcoholic is stupid. That would be like subbing vegan meatballs with beef ones.

I don’t know if they actually read the substitution notes but I would put Non-alcohoic only on there.

Snorlaxo · 28/05/2025 10:04

Yanbu to be angry but next time use the “notes” to specify whether you would prefer another non-alcoholic flavour or brand as a substitute. There’s lots of reasons why people pick non-alcoholic version of the drink and as a business Tesco want the sale so their subs shoidl be more appropriate. I think that substituting the non-alcoholic version for the alcoholic version is never going to be “right” and will be poorly received the other way too.

BerniesAuntie · 28/05/2025 10:10

Congratulations on your sobriety first off. You would be unreasonable not to make them aware, that is pretty awful even if a mistake.

Schweden · 28/05/2025 10:10

If nothing else, the picker needs to be made aware of the licensing law point.
I would politely let them know.

Congratulations on reaching this milestone.

Icedcaramelfrappe · 28/05/2025 10:11

I woud complaim if only to let them know that is is inappropriate

BaronessBomburst · 28/05/2025 10:15

DM once had vegetarian burgers substituted for meat ones. It really is a ridiculous mistake to make.

DontTouchRoach · 28/05/2025 10:18

YANBU - they definitely shouldn't substitute any alcohol-free product with one containing alcohol, it's a big no-no.

Obviously it was a genuine mistake but it would be worth flagging it with them so they can make sure it doesn't happen again.

Congratulations on your sobriety, by the way! Well done x

nomas · 28/05/2025 10:19

YANBU, that’s really bad. Do complain.

TY78910 · 28/05/2025 10:19

I would probably raise it as a feedback opportunity. Substitutions are made by programmed systems that sort of find the next best thing and whoever picks the products will have a specific barcode it’ll allow them to scan so it’s not a human error, it’s a computer one. It would be good for them to consider in programming for sure.

IzzyHandsIsMySpiritAnimal · 28/05/2025 10:22

DustlandFairytaleBeginning · 28/05/2025 09:57

I know someone who had a gluten free pizza substituted with the regular gluten one - so I believe it is a wider problem- but its probably worth still letting them know to adjust their recommendations for pickers.

I had a vegan pizza substituted for a ham & cheese one - they don't seem to necessarily consider the choices that they're substituting.

Not as bad as the sub a friend of mine got - tampons instead of condoms.

SnakesandKnives · 28/05/2025 10:24

IzzyHandsIsMySpiritAnimal · 28/05/2025 10:22

I had a vegan pizza substituted for a ham & cheese one - they don't seem to necessarily consider the choices that they're substituting.

Not as bad as the sub a friend of mine got - tampons instead of condoms.

Show quote history

😂 There’s all sorts of ready made jokes to insert here…… Oh just made one!

id def tell them. Totally inappropriate substitution and def on the same lines as meat for vegan or gluten for gluten-free.

WingingIt101 · 28/05/2025 10:25

I’d make them aware - I’ve had to call their customer services for poor selections (eg short dates that aren’t flagged at collection etc) and they are always very understanding and helpful.

as PP have said, it’s likely just an error but it’s one that leaves the local store in need of training as it could be to someone with less willpower next time!

Doncarlos · 28/05/2025 10:26

I don't think you're being silly at all. There's plenty of reasons someone may order an alcohol free version of a product and they should absolutely not be substituting it with the alcoholic version. At worst they should have offered a different zero alcohol product, eg, if you ordered 0% gin they should have subbed with 0% wine.
I would absolutely send a complaint.