supermarket Substitution Survey Reveals Bizarre Replacements: Fish Steaks for Cupcakes?

A new survey by Which? has revealed some truly bizarre supermarket substitutions, with customers reporting receiving fish steaks instead of lemon cupcakes and sanitary towels instead of sandwich wraps.The survey, which polled over a thousand online grocery shoppers, found that unexpected replacements are a common occurrence, impacting consumers across various retailers. The findings highlight potential pitfalls of online grocery shopping and the importance of understanding substitution policies. Nearly 30% of online grocery shoppers reported receiving a substituted item in their last order, according too the Which? survey.

The Which? survey highlighted the frequency and, at times, the absurdity of these replacements, raising questions about quality control and decision-making within supermarket fulfillment systems. The survey underscores a growing concern among consumers: Are online grocery services truly meeting customer needs, or are substitutions creating more problems than solutions?

Asda Customers Report the Most Substitutions

Asda shoppers appear to be the most affected by substitutions, with 47% reporting they received a replacement product.Though, the retailer only received two out of five stars for its choice of substitutions, indicating customer dissatisfaction. Some of the more unusual substitutions reported by Asda customers included bananas instead of pizza and a roasting tin instead of roast potatoes. One customer even received micellar water, a facial cleanser, in place of drinking water.

This high rate of substitutions raises questions about Asda’s inventory management and order fulfillment processes. Are stock levels accurately reflected online? Are staff adequately trained to select appropriate replacements? The two-star rating suggests that customers are frequently unhappy with the alternatives offered, leading to frustration and potentially lost business.

Sainsbury’s Substitutions: A Mixed Bag

While 32% of Sainsbury’s customers reported receiving a substitution, the supermarket fared slightly better, earning three out of five stars. This suggests that shoppers were generally more satisfied with the replacements they received. However, some substitutions were still questionable. Which? reported that some customers received beef dog treats instead of beef steaks, and leeks instead of flowers.

The three-star rating indicates a moderate level of customer satisfaction with Sainsbury’s substitutions. While not perfect, the retailer appears to be making more appropriate choices than Asda. However, the examples of dog treats for steaks and leeks for flowers highlight the need for continued improvement in substitution selection.

Morrison’s Customers Also Face Odd Replacements

Morrison’s customers also experienced a high rate of substitutions, with 30% receiving a replacement item. Like Asda, Morrison’s only managed two stars for its choice of substitutions. Inappropriate examples included sanitary towels instead of sandwich wraps and, perhaps most bizarrely, fish steaks in place of lemon cupcakes.

The substitution of sanitary towels for sandwich wraps and fish steaks for lemon cupcakes are particularly egregious examples of inappropriate replacements.These substitutions not only fail to meet customer needs but also raise concerns about the training and judgment of staff responsible for fulfilling online orders.

Amazon Fresh Joins the Substitution Fray

Even Amazon Fresh customers aren’t immune to the substitution phenomenon. One customer reported receiving orange flavor vitamins instead of a Terry’s Chocolate Orange, while another who ordered ham was sent cat food.

The inclusion of Amazon Fresh in the survey highlights that substitution issues are not limited to traditional brick-and-mortar supermarkets. Even online retail giants with refined logistics networks can struggle to provide accurate and appropriate replacements.

Waitrose and Ocado Lead in Minimizing Substitutions

Waitrose and Ocado appear to be the most reliable when it comes to delivering the correct items. Only 21% and 19% of their shoppers received substitutions, respectively, suggesting a higher level of accuracy in their order fulfillment processes.

The lower substitution rates at Waitrose and Ocado suggest that these retailers have implemented more effective inventory management and order fulfillment systems.Their success may be attributed to factors such as advanced technology, rigorous quality control, and well-trained staff.

Dietary Restrictions Ignored in Some Substitutions

While some customers might find humor in the odd substitutions, the survey highlighted a more serious issue: the disregard for dietary restrictions. Multiple customers complained about receiving meat and dairy products when they had ordered vegetarian or vegan alternatives.

One customer stated, Got a chicken product despite my saying I was a vegan. Another received cheese rather of lactose-free cheese, and a third received an item containing gluten when a gluten-free item had been requested. These substitutions pose significant problems for individuals with allergies or specific dietary needs.

The disregard for dietary restrictions is a particularly concerning finding. Such substitutions can have serious health consequences for individuals with allergies or intolerances. Retailers must prioritize the accurate identification and handling of dietary requirements to ensure customer safety and satisfaction.

What to Do When You Receive the Wrong Item

reena Sewraz,Which? money and retail editor,advises consumers on their rights when faced with unwanted substitutions. You can reject an item on arrival – or sometimes opt out of receiving substitutions altogether, although your dinner plans could be disrupted if key ingredients don’t show up.

Sewraz further emphasized the unpredictable nature of substitutions, stating, While some product substitutions in your online food delivery can be welcome, our research has shown that they can also be well wide of the mark – ranging from strange to completely inappropriate.

Consumers have the right to reject unwanted substitutions and should be aware of their options when placing online grocery orders. Opting out of substitutions altogether may be the best choice for those who require specific items or have dietary restrictions.

Retailer Responses

In response to the survey findings, an Asda spokesperson stated that its own data showed the vast majority of substitutions are accepted by customers.

the spokesperson added,We don’t charge more for substitutes,even where the item has a higher value,and where the replacement item is of less value we refund the difference to the customer.

Sainsbury’s also addressed the issue, stating, If a product a customer has chosen for their groceries online order is no longer available, our colleagues are trained to pick an choice that’s as close as possible to the original item.

The retailer continued, We’re sorry that on the rare occasion this might not be quite right, our customer satisfaction scores tell us that our substitutions have improved over the last few years.

While retailers acknowledge the issue of substitutions and claim to be taking steps to improve the process, the survey findings suggest that significant challenges remain. Customers continue to experience inappropriate and unwanted replacements, highlighting the need for more effective solutions.

Conclusion: Navigating the world of Supermarket Substitutions

The Which? survey underscores the importance of carefully reviewing online grocery orders upon delivery.While substitutions can sometimes be helpful, they can also be wildly inappropriate or even hazardous for those with dietary restrictions. Consumers should be aware of their rights to reject unwanted items and should consider opting out of substitutions altogether if they prefer to receive only the items they specifically ordered. As online grocery shopping continues to grow in popularity,retailers must prioritize accuracy and sensitivity to customer needs when making substitutions.