Swimsuit instead of bread and sticky tape instead of tequila, the weirdest supermarket substitutions revealed
Welcome to our money advice column where we ask you to send in your customer service gripes and money saving questions - and we help solve them
THIS week Money Saviour has noticed how many furious shoppers have taken to Twitter to complain about the bizarre substitutions in their online deliveries.
Others are upset about the sheer number of swaps some supermarkets are making - for example, one Asda shopper had 17 items replaced.
Here are the most bizarre swaps we have found and what you can do when your supermarket fails to deliver.
We'll also explain how the substitution policies differ across the different supermarket chains.
We'd love to hear your weirdest and most infuriating shopping substitution stories, so get in touch on the email below.
Do you have a money problem that needs solving? Email Leah at [email protected]
Often the substitutions picked by supermarket staff are just plain annoying, but from time to time you have to wonder who is in really in charge.
Here are the weirdest ones we've found.
You wanted rye bread but you got a swimsuit
One male shopper, author and journalist Sathnam Sanghera, was amused to receive a size 16 women's swimming suit instead of the Tesco rye bread he had ordered in June this year.
As Sathnam points out the ridiculous blunder suggests artificial intelligence may have some way to go if it can get a simple shopping decision so wrong.
You wanted Shepherd's pie for dinner but you got shower gel
Shepherd's pie was off the menu when Asda sent chamomile and jojoba shower gel instead of a packet mix.
At least the shopper saw the funny side this time!
You wanted tequila but you got sticky tape
Cocktail night was ruined when this shopper received a roll of sticky tape instead of tequila.
Despite the error this shopper said her delivery is "always great".
You wanted low-alcohol G&T but you got the hard stuff
When you are trying to stay off the booze it's frustrating to get alcoholic gin and tonic if you ordered the low alcohol alternative, as this shopper discovered.
You wanted Quorn but get chicken instead
This veggie shopper was bemused to find that her Quorn chicken burgers had been swapped for chicken ones instead.
You said bananas, they said potatoes
This shopper was shocked to find potatoes labelled as bananas in their weekly shop.
You wanted soft bread rolls but you got soft loo rolls
It was empty lunchboxes all round when Tesco gave this shopper soft toilet rolls instead of soft bread rolls.
At least one word was right?
Is this a record? 17 substitutions in one shop
While many of the substitutions are pretty hilarious, when the food you're relying on doesn't show up it's no laughing matter.
We've seen lots of shoppers complaining about large numbers of substitutions in their deliveries, including one shopper who found not one but SEVENTEEN substitutions in their Asda shop.
A spokesman for Asda said: "We’re really sorry that in these specific instances we let our customers down as we work hard to offer a great experience to the 400,000 customers who shop with us online each week .
"We feel proud that, overall, our customers are telling us that their experience of shopping with us is getting better and better, they are seeing fewer substitutions and would recommend us to friends."
Each of the supermarkets have different policies when it comes to substitutions, so it's worth checking before you order.
If something you order is swapped for a more expensive alternative, you might be charged for the lower cost or the higher cost item depending on where you shop.
How the supermarket policies stack up
Asda
When you set up your online shopping account you can choose whether you want the store to pick substitutes to replace items that aren't available or whether you'd prefer to just go without.
Asda promises that if you are given a more expensive product as a substitution you will only be charged the value of the original product ordered.
Substitutions are detailed on your delivery note sent via email prior to the drop off.
On the doorstep the driver should also highlight any substitutions to ensure you are fully satisfied.
YOUR RIGHTS WHEN SHOPPING ONLINE
Martyn James from free complaints service Resolver says:
- Consumer rights haven’t really kept up with the changing ways that we shop, so there are no definitive rules for online shopping and substitutions. But the basic principles are the same.
- The rules (in this case, the Consumer Rights Act 2015) say that you have 30 days from the date the goods were purchased to return the item if it’s wonky or isn’t as it was described. You’re entitled to a full refund if the goods are returned within 30 days.
- Supermarkets all have T&Cs on their websites that are supposed to cover them if they can’t provide specific brands. But I’d argue that unless the item they have substituted is more of less the same as the other one, you can return and get a refund.
- You should not be charged full price for a cheaper substitution, for example if you're given a supermarket's own brand instead of a branded product.
- The goods should be the same or similar that the ones you requested and not random.
- If a large number of inappropriate substitutions have taken place, it’s reasonable to expect the firm to come and collect them.
- If there’s a specific reason why you can’t use an item (allergies, dietary requirements, vegetarians, etc.) then you can request a full refund.
- Unfortunately, the law isn’t clear on how returns would work under these circumstances, so you might have to schlep back to the shop.
If you do not want any of the substitutions these they can be rejected on the doorstep and handed back to the driver for a refund to be processed.
If you change your mind about a substitution after delivery you can request a refund via the online grocery website up to three days after delivery.
You can also phone its contact centre (0800 952 0101) for a refund up to 30 days after delivery date.
Tesco
Choose whether or not you want to allow substitutions in your online account.
If you do allow substitutions, Tesco says it will offer a more expensive or higher quality product if possible, but you'll only be charged for the item you originally ordered.
If you're not happy with the substitution offered you can reject it on the doorstep and a refund will be processed within 3-5 days.
Morrisons
If the items you order aren't available and a substitute is offered instead, you will pay the price for the new item, even if it's more expensive than the product you ordered.
If the original product requested is on offer, Morrisons "will aim to apply the same offer to the substituted product".
MOST READ IN MONEY
You should receive a text message before your delivery which will tell you about substitutions and give you the chance to reject these before they arrive.
The driver should also tell you about any substitutes and take these back if you aren't happy with then.
These should be refunded straight away.
If you want to return something after the driver has left, call customer services (0345 322 0000).
Sainsbury's
Where a more expensive product is offered as a substitution, you will be refunded the difference as a money-off voucher for your next shop.
You'll be notified about any substitutions by email when the order is on its way and you can decline any unwanted items when your delivery arrives.
If you change your mind after the driver has left, you can return the item to store for a full refund.
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