Inappropriate Tesco substitute! WIBU to complain?

[tigerlady14]

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

YANBU and I think you should complain in a sensible way. They really shouldn't substitute non-alcoholic with alcohol, it is a completely different thing and could cause problems as you say.

It should have been substituted with another non-alcohol product.

You would be sensible to bring this to the attention of Tesco, who are usually very reasonable with complaints.

I would politely complain (and say it's more you think their policy should be adjusted than anything else) they should really have a no alcohol as a sub for non alcohol rule.

Employee here and pick trained you're not being unreasonable and should definitely make them aware of this. As much as you can add notes to say non alcholic only a little bit if common sense would say if someone orders non alcholic why agree to the automatic sub. (You can change the option to add your own) this should be part of training. 100% agree with you op

The algorithms are computer-based and can then involve people exercising their 'common sense'.

Alcohol-free 'spirits' will be included in 'spirits' as a substitution same as alcohol-free lager will still some up in 'lager' as substitutions as the category so you'd be expecting a worker to note that when they're doing the dozens of orders that day. Which is a bit of an ask.

And as with all substitutions, the person ordering is notified before it arrives and just sends it back as unsuitable so why would the worker think it would be an issue? and have to potentially consider someones alcoholism?

totally off subject(ish) but kylie minogue brand wine does a Prosecco (alcohol free) and it’s amazing!!! Just a thought for you wanting to celebrate without drinking!!! Genuinely it’s really nice!! Also at least you didn’t order a bumper pack of toilet rolls that got substituted with sausage rolls!!!! (True story, happened to my dad!!) lol.

I don’t think they necessarily think the products through. If you are picking hundreds of items and ‘beeping’ them one after the other based on a product code your little machine gives you, it would be safe to assume the job becomes robotic. You’re not going to necessarily think this customer is clearly a vegan as they bought a few vegan items so this substitution doesn’t make sense, or this person bought alcohol free so they must not want to drink alcohol - they will literally have a code pop up on the screen, pick up the item off the shelf and throw it in the crate. The algorithm though, is worth feeding it back based on that.

Hi everyone thanks so much for all your comments and it’s really helpful to hear everyone’s opinions.
Thanks to everyone helping me see the funny side by mentioning your own ridiculous substitutions! And so sorry for anyone who’s shared that they’ve been in a similar situation where they’ve received something surprising and hurtful.
Just to pick up on a few points and answer a couple of things I’ve seen:

• A lot of people saying I should have put no substitutions- true, I should have done, but I would have been ok receiving a different alcohol free substitution and assumed this would be the case as alcohol is prohibited in orders before 10am
• It is not the fault of the supermarket workers - I totally agree and I’m sorry my original post doesn’t make this clear. My mum works this job for a different supermarket, I’ve spoken to her since this post for some more information and she is extremely shocked that this has happened. I am sorry that some people think I am looking down on workers from a position of luxury as I can’t be bothered to go myself as some have suggested as I’m certainly not at all - I am also a min wage worker and find it difficult to physically get to the supermarket due to my own shifts and responsibilities. I think the issue is the loophole in their system restricting ordering alcohol for slots before 10am but allowing alcohol substitutions during this time - it seems like an oversight which needs corrected.
• People questioning why I am drinking alcohol-free equivalents at all - I absolutely appreciate the genuine concern showed by some posters and I am aware that this wouldn’t be the best choice for everyone. For me personally I can say it has been such a valuable resource in terms of beginning and maintaining my sobriety as I do occasionally struggle with cravings and it really helps to have something that somewhat resembles it without being harmful. Additionally, it allows me to maintain the aspects of my lifestyle that I enjoy - going for a night out with my friends etc - without the negative element (the alcohol.) I am aware that it is not necessary to be consuming alcohol free drinks, and I am just as likely to drink cans of soft drink on a night out, but I enjoy them every now and then and for me personally this works well.
• Tesco isn’t responsible for my own lifestyle choices and I shouldn’t expect them to be aware - I know, and agree to an extent. I know that I am responsible for my own choices, hence why I declined the substitution and should have ideally said no substitutions, but I do feel it should be considered whether there should be an element on the system that prevents alcohol from being suggested as a substitute for non alcoholic beverages. I particularly feel that if ordering alcohol is prevented in certain slots, then the fact that alcohol can still be acquired in a roundabout way through substitution during these prohibited slots is an oversight and I do feel Tesco has a responsibility to prevent this in order to comply with the law.

Thanks for all your well wishes, I really appreciate them :)

I hate that phrase "it really isn't all about you" the OP has every right to query alcohol being subbed for a non alcoholic product!. Computers are programmed by people .

I agree with you. In a similar vein, I was quite annoyed to receive a chocolate chip pancake mix to replace the vegan one I had ordered for little one with a dairy allergy. The brand was the same and I didn’t immediately notice that the item had been substituted, so I could easily have used it. I can’t think why someone would order a vegan product and be happy with a chocolate, non vegan alternative?

I’m sorry this happened to you. I went through a similar experience as a child which was the driving factor in ensuring I didn’t emulate similar behaviours by preventing my addiction from continuing before it became destructive. Really sorry again and sending love, nobody deserves to experience that.

I think it's fair to raise the point that alcohol free products should never be subbed with alcohol. Likewise the other way round.

Someone might not notice that it was different and served it to a recovering addict or someone underage or unwell or from a religion that bans alcohol.

So yes, I'd definitely say something to head office.

I am sorry, you are clearly a better person than me, in terms of empathy.

I think her ability to overlook your crass posts says a lot about the OP that is really positive. She's nicer than I am.

We know what we're picking, it's not just a code. It will say non alcohol prosecco for instance

I hear you, but at the end of your shift are you still alert to what you’re doing? I don’t think I would be

I hope you're not a surgeon or similar.

I think attention to detail for a full paid shift is expected in all jobs.

Exactly!

I agree that it was unacceptable and that you should absolutely raise it with Tesco, not in a furious way but as a serious concern. It wasn't even a "funny" substitution but a potentially dangerous one. Of course it is the shopper's decision to accept or send back the alcohol, but a newly sober alcoholic teetering on the edge could very well frame it as "the universe is telling me it's OK to have a drink", even if unconsciously.

I do feel it’s wrong to stay algorithms’ as if is a good reason. It’s not like they can’t be changed. I believe they should in a case like this.

The scallop substitute did make me laugh though.

Really incredibly stupid. They should have just not substituted if they didn’t have another non-alcoholic alternative.
Of course someone who is specifically ordering non-alcoholic versions won’t want to substitute it for alcohol. Whether that’s due to alcohol addiction, pregnancy, or simply just cutting down. Definitely worth bringing it up with them.

I wouldn’t ‘complain’ but I would let them know.

they may well be computer based but computers neither create not modify the algorithm....its really not

It’s such a cop out phrase at times, used to shut people down. Obviously for some people everything is all about them, but I would argue not in this instance.

I would raise it with the store concerned as an inappropriate substitution.

Alcohol free items should only be substituted with other alcohol free items, never with the full alcohol equivalent. This is because there are so many reasons why someone might have ordered alcohol free - recovering alcoholic, medical conditions, medication that doesn't interact well with it. Could be dangerous if someone didn't spot it.

That's like saying its ok to send normal bread when you ask for gluten-free. Your example is a taste preferenc,e not a dietary one.