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Original poster

Online groceries - how are substitutions being dealt with at the moment?

32 replies

IToldYouIWasFreaky · 28/03/2020 07:59

My mum is self isolating and has managed to get an Asda delivery for tomorrow (she was canny and booked it weeks ago!)
She's worried about substitutions. Does anyone know how they are being managed at the moment? Are you still able to reject what you don't want?

OP posts:
Bouncingbomb · 28/03/2020 08:01

I had a few in my Ocado order (don’t usually have any). I just accepted them in the circumstances.

Makegoodchoices · 28/03/2020 08:04

At Tesco they leave you the sheet for you to read subs before you touch any groceries, if subs not wanted they can take away before you touch shopping.

Petiolaris · 28/03/2020 08:04

I’ve had some stupid substitutes, in some cases not price matched so I’ve paid for an expensive item and they’ve sent a cheap replacement. It’s impossible to contact customer services for a refund. But if you tick no substitutes you get no shopping at all.

Cdm2020 · 28/03/2020 08:05

We had Sainsbury’s delivery on Thursday, I had about 8 substitutes but they were all acceptable. I said to the delivery man they were fine and he said they’re not accepting them back at the moment anyway, you just have to take them. Not sure if other shops will be the same.

WhatdoImean · 28/03/2020 08:08

We had quite a few.... in the current circumstances, accepted most of them, but there were a couple of wtf? items. Those we rejected. I would suggest if you can use them, take them, but if not - reject them and let be available for other people who might actually use them.

Fcukthisshit · 28/03/2020 08:09

They are substituting what they can. Some items are just unavailable with no substitutions available (to give you an idea, the following was unavailable in my delivery yesterday: loo roll, shower gel, dishwasher tabs, washing powder, chilli powder, cat food, cat litter) but I got an alternative for everything else.

You can’t send unsuitable substitutions back - the drivers aren’t allowed to take them. You have to either apply for a refund online or there’s a number to ring on the confirmation email.

MRex · 28/03/2020 08:12

I'd just take them and offer any unwanted stuff to a neighbour through the group set up for our road, they can be left on their doorstep. Or if I could get a delivery then I would. But I can't.

Don't go for no substitutes or you'll get hardly any shopping. I messed that one up on a delivery for my parents.

KatherineJaneway · 28/03/2020 08:14

I had a lot in my Ocado delivery but in the circumstances I just accepted the lot. Not worth the hassle to the driver who is probably very busy, tired and stressed. They were close enough to what I ordered and I'm grateful to have had things like tinned tomatoes available.

Giganticshark · 28/03/2020 08:19

I pick online shopping in a supermarket.
You can reject subs IF you do not touch them. Anything you touch you have to keep. We're doing as we always do and are trying to sub UP. So if you're basic crisps aren't available we'll give you the posh ones haha. Same with meat, toiletries, everything!!!

AuntieStella · 28/03/2020 08:20

I had an Ocado order yesterday withone unacceptable substitution, one not sure and twomthat were fine

You need to tell the (gloved) driver, and he will locate the items, before you have touched the shopping.

They are not taking back anything that a customer has touched (and plastic bag recycling is suspended)

Giganticshark · 28/03/2020 08:21

Please don't press 'no subs'. I see so many items I could give a better/identical product in place of, but the customer has selected not to have any substitutions. Which seems ridiculous in these times. You can just reject if you really don't want them.

mangocoveredlamb · 28/03/2020 08:31

6 substitutes for me this morning, 4 fine, but one was 2 pork pies instead of 6, and 4 stock cubes instead of 12. Obviously we’ll survive. But DD has allergies and is very fussy so pork pies are a lunchtime staple for her!

Bouncingbomb · 28/03/2020 08:34

Yes my substitutes were generally £££ versions, like lacto free milk instead of milk, but still, just pleased to have a delivery.

Roominmyhouse · 28/03/2020 08:36

I’ve got Sainsbury’s coming today and about 7/8 subs but most are fine. A few things they just didn’t sub including beer for the husband which he’s not happy about 🤣

MiracletoCome · 28/03/2020 08:38

Good tip Giganticshark

I have turned on my subs button on Tesco now, I usually just select an odd one or two and not worry if stuff is not in stock as I can just get it elsewhere or on my next shop but not now.

Original poster
IToldYouIWasFreaky · 28/03/2020 08:45

Thanks all. It sounds as though different supermarkets have different policies. Just feeling incredibly lucky that she's actually got a slot for delivery!

OP posts:
BennyVegas · 28/03/2020 08:45

With a click and collect order do you get to find out what has been picked/substituted before your collection time? (tesco)

DonnaDarko · 28/03/2020 08:48

Last week, half my shop was substituted, 5 items were unavailable.

The substitutions for Asda are usually pretty good so I always keep that option ticked. Also, at this point, something is better than nothing! we have not been able to get a slot for next week or the week after so I've added extras into the shop.

Innitogether · 28/03/2020 08:50

I had an Ocado delivery this week. Only sub was cheap stale Waitrose basics medium loaf instead of the warburtons nice thick loaf I ordered. Must admit I was surprised at the poor quality of the Waitrose own bread, but happy that I got everything else I wanted (the cat’s preferred food and litter mainly)

UniKittie · 28/03/2020 08:51

I had an Asda delivery on Thursday. I got a phone call from the driver to say he was just about to drop off and then one after he had delivered. I didn’t see him at all. Had her subs which were fine but had to request a refund for others, this can be done online or through the app.

NathansMummy0203 · 28/03/2020 09:01

Must be different depending on the supermarket and also where you live. We had a sainsburies delivery yesterday. The driver did not come into the house and did not get me to sign for the delivery. I did however have about 10 substitutions, 3 of which I sent back as they really were unsuitable/unusable. The only thing I ordered that I didn't get was pasta and chopped tomatoes (shock) Not sure what other supermarkets policies are re substitutions but I know sainsburies refund you the difference automatically if they substitute you an item that's more expensive than the originally ordered item.

Ellmau · 28/03/2020 09:11

My Ocado delivery coming today has substituted some nasty marzipan thing for Cadbury's - that's going back.

bucketofgin · 28/03/2020 09:22

Sainsbury’s won’t take them back if you’re self isolating.

Giganticshark · 28/03/2020 09:26

My work only charge you for the cheaper item so if we give you a fancy /expensive sub we charge you for the original item. Sometimes we chuck in extra, if we sub 6 pork pies for a pack of 2 we'll just stick an extra pack or two in.
We are slightly judging the shoppers who are still trying to buy 6-10 of certain products. We will give them 3. Thems the rulz

Baaaahhhhh · 28/03/2020 09:30

I've had some really good subs from Waitrose recently. Mostly more expensive or bigger packs of things for original price. I ordered a standard pack of porridge, got a family pack, small mayonnaise, got large, small tin of beans got large etc etc

I didn't get pant liners though..... Oh well, tissue it is (I have tissue).