On line shopping Morrisons

[rosie1959]

A warning to users of Morrison’s Click and Collect
I have just picked up my Morrison’s order Several items were substituted and for much more expensive items I was not allowed to reject these substitutes
The extra cost was around £30 I called customer services after checking I had been charged the full amount Apparently nothing I can do but pay the extra I may be able to return theses items after the crisis
So if you are on a tight budget and choose cheaper items These may be substituted by more expensive ones and you will be charged
Hope this makes sense but Morrison’s this is an appalling way to treat customers and I am so disgusted and disappointed with them

I am starting to see why Tesco are the market leader with deliveries.

YABU, they are overwhelmed at the moment and haven't got time to be dealing with every Tom, Dick and Julie and their whining.

TheReelSlimShady

The point OP is making is about affordability, and an unexpected £30 extra for a food shop is hugely significant for many people, especially now. It's not about 'whining'.

Is there the option to specify on the order "no substitutions". I have been using morrisons to get deliveries to my elderly mother, to be honest I cry with relief each and every time I get the text to say they're on the way to her, I honestly couldn't be bothered what the subs are as long as its enough to feed my mum for a fortnight

I am not whining as you put it I am warning anybody that does not have an infinite budget Morrison’s can charge you for items you didn’t order and didn’t want
So anybody on a really tight budget is going to be out of pocket and may have to go without
I will never use them again
Fair enough substitute but do not charge more than the original item this is profiteering and taking the pee

Apparently they have no option for no substitutes
This is not a reflection on Morrison’s staff they are lovely but the companies sharp practice

Oh do fuck off @TheReelSlimShady

They’re busy so OP just has to pay more than they can afford to save them any hassle?

@rosie1959 can I ask when you collected your order, was it in bags? I've never used morrisons click and collect before. Thanks

That's dreadful. At least with Tesco if they substitute items with dearer ones you pay the price of the item you originally requested. Morrisons system sounds very unfair

I hope that doesn’t happen to me, I really couldn’t manage that.

Yes it comes in bags We reversed into click and collect bay and assistant loaded boot
I did write an angry email to Morrisons but it made no difference. They pointed out they advise you of substitution b4 pick up Yes they did 5 min before But that still made little difference as you cannot reject their substitution and you have to pay for it
They charge the full substitute price which can be more by a few pence or pounds

It does sound really unfair and tbh the supermarkets are doing pretty well at the moment so no need to be charging customers extra for substitutions they have made

Thankyou, that's good to know and has put me off ordering with Morrisons.

Thank you for letting me know. This has really put me off using them.

I also think the essential boxes they are doing at the moment seem very overpriced. I had a look but it barely looked like £20 worth of food for £35.

I had a morrisons delivery last week and was prepared to have to accept substitutions. When the driver arrived he asked if I wanted them ( as I hadn't expected to be allowed to say no I said yes as I didnt know what was substituted.). They price adjusted more expensive items though so the cost came out more or less what I was expecting.
Although a microwave fish pie that serves one isn't a great substitution for fish pie mix which would have served 3 of us for 2 meals.

The essentials box has been good value. We have had two and there is a LOT more included than is shown in the website photographs. Although I totally understand box contents will vary, the variations are a bit strange. Lots of people get a pack of 3 peppers, but each time we have been given a white cabbage instead. I can understand they run out of peppers, but twice - and always to substitute cabbage is just not as versatile. Would have preferred spinach or tomatoes etc - anything similar that would also do salad or pasta dishes. First box had a block of Cathedral City cheddar; again very versatile...can make quiche, cheeae toasties, use on pasta and pizza, sprinkle on beans on toast or bolognase, use for jacket potatoes etc. Second box had huge pot of cottage cheese instead. I will eat that but DC won't and isn't nearly as versatile. Surely they had other brands of own brand cheddar available...or double gloucester, red leicester....any hard cheese would be fine. So I agree, substitutions can be strange and in my case were of lesser value and less versatile than the original. But Morrisons food box in general has been a great idea and kept our family away from any shops for a fortnight. Except Morrisons, if you're listening, two litres of milk instead of one would be much appreciated. And maybe a basic box of value cereal to use for breakfasts...which in turn would make the loaf of bread more likely to stretch for a week. Or if cereal would take up too much room, some pittas, wraps or crackers would be good in addition to the loaf, and could also be used with two tins of soup that are always included.

I had delivery this week and substitutions of a higher price added £40 to my shopping! Many items more than double as I shop on deals mostly

I usually have Tesco and they price match subs which is fine but on this I got a few minutes notice on email, no option to reject and no original option when booking to decline subs

There should apparently be a refund option online but I can't see one

Completely accept they will need to sub much more than usual and grateful I got a slot, but will never shop online with them again as can't predict how much more it will cost

I'm sure I read that they will not accept the subsitutions back, but that you can request a refund online in their help section.

I’ve also noticed Morrisons have really bad stock levels. Everything is sold out.

When the man came out with my shopping, he said have you seen your online receipt & is it all o.k?

I said I didnt want the substituted cheese that was £6.00.

He said keep it & took it off my bill.

YABU, they are overwhelmed at the moment and haven't got time to be dealing with every Tom, Dick and Julie and their whining.

They are also not a charity, OP has paid for this and is entitled to expect a half decent service. If they’re swamped they can fake on more staff.

I think they are to be commended for coming up with the box idea - these have been great for an aunt of mine who lives outside normal smkt delivery areas. However I agree with the really bad stock levels online - sure this varies by area but locally there is almost no fresh fruit and veg available, as well as the usual pasta/eggs/flour being completely out of stock.

I tried to request a refund online. They emailed back to say I could request a refund "when coronavirus is over", I.e. never. One item they subbed was £5.40 instead of £1.

As for the "well, they're very busy" - it's their choice how many delivery slots they offer. They don't have to offer more than they can cope with, they choose to, because it's making them a fucking fortune.

Some of the substitutes are deeply inappropriate/useless too - normal pesto instead of vegan pesto, when I'm breastfeeding a CMPA baby.

@Namechange7654321 I also think the essential boxes they are doing at the moment seem very overpriced. I had a look but it barely looked like £20 worth of food for £35.*

The photo only shows about half of the products included. Look at the list below of contents