Substitutions in supermarkets can sometimes lead to unexpected surprises, such as receiving fish steaks instead of cupcakes or sanitary towels instead of sandwich wraps, as revealed by a recent survey conducted by Which?.
The survey, which included over a thousand online grocery shoppers, found that 29% of respondents reported having an item substituted in their last order.
Asda customers were the most likely to experience a replacement product, with 47% reporting receiving something different in their order. The retailer received a rating of two out of five stars for its substitution choices.
Examples of unusual substitutions reported by customers included receiving bananas instead of pizza, a roasting tin instead of roast potatoes, and even getting micellar water instead of drinking water.
At Sainsbury’s, 32% of customers reported receiving a substitution, although the supermarket received a higher rating of three out of five stars. Some bizarre examples of substitutions at Sainsbury’s included beef dog treats instead of beef steaks and leeks instead of flowers.
For Morrison’s customers, three in ten had received a replacement item, with the supermarket receiving a rating of two stars for its substitution choices. Some inappropriate examples at Morrison’s included sanitary towels instead of sandwich wraps and fish steaks instead of lemon cupcakes.
Even Amazon Fresh customers were not immune to surprising substitutions, such as receiving orange flavor vitamins instead of a Terry’s chocolate orange or being sent cat food instead of ham.
Waitrose and Ocado emerged as the top performers, with only 21% and 19% of shoppers receiving substitutions, respectively.
While some customers found humor in these unexpected substitutions, those with dietary restrictions were less pleased. Complaints included receiving meat and dairy products instead of vegetarian and vegan alternatives.
Customers expressed frustration at receiving incorrect items, with some stating they received non-vegan products despite their dietary preferences. Other complaints included receiving cheese instead of lactose-free cheese and gluten-containing items instead of gluten-free alternatives.
What can you do if you receive the wrong item?
According to Reena Sewraz, Which? money and retail editor, you can reject an item upon delivery or opt out of substitutions, although this may disrupt your meal plans if essential ingredients are missing.
While some substitutions can be beneficial, the survey findings indicate that they can also be far from ideal, ranging from unusual to entirely inappropriate.
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An Asda spokesperson noted that the majority of substitutions are accepted by customers without extra charges, and any price differences are refunded to the customer.
Sainsbury’s explained that their staff are trained to select alternatives closest to the original item if a product is unavailable, aiming to improve customer satisfaction with their substitutions.