Supermarkets' Bizarre Grocery Substitutions Exposed in Consumer Survey
A recent investigation has uncovered some of the most peculiar and unexpected substitutions made by UK supermarkets in online grocery orders. According to an annual survey conducted by the consumer group Which?, over 3,500 online shoppers shared their experiences, revealing that around one in five, or 20 per cent, received a substitution in their last delivery. The findings highlight a range of strange replacements, from a potato standing in for chicken to toilet cleaner being swapped for lemon juice.
Sainsbury's Leads in Substitution Rates
Sainsbury's appears to be the supermarket with the highest incidence of substitutions, with 28 per cent of its online shoppers reporting replacements in their latest orders. Shoppers recounted bizarre cases, such as sanitary products being replaced with condoms and, in one instance, a potato being sent instead of a chicken. In response, Sainsbury's stated that they aim to offer suitable alternatives when items are unavailable and allow customers to decline any substitute they do not want. The supermarket emphasised that they appreciate feedback on such rare cases to provide additional coaching for staff and reduce future occurrences.
Other Supermarkets Follow with Notable Swaps
Asda ranked second in substitution rates, with a quarter, or 25 per cent, of its customers receiving replacements. Examples included raisins substituted for radishes, cheese instead of butter, and banana-flavoured milk in place of bananas. Tesco followed closely, with 24 per cent of its customers reporting substitutions, including chicken crisps instead of chicken wings, turnips replacing chicken breasts, and Cif lemon toilet cleaner swapped for Jif lemon juice.
Other supermarkets reported lower rates: Amazon Fresh at 20 per cent, Morrisons and Waitrose both at 19 per cent, and Iceland at 16 per cent. Online grocery shopping has seen a significant rise, accounting for approximately 13 per cent of all UK grocery sales in February, the highest level since 2021 during the Covid-19 pandemic. Over 18 million orders were placed in the four weeks leading up to early March, reflecting a growing preference for at-home shopping among millions of households.
Consumer Advice and Supermarket Responses
Reena Sewraz, Which? retail editor, commented on the findings, noting that while some substitutions are better than nothing, many can be strange or completely inappropriate. She advised customers that they can reject unwanted substitutes upon delivery or opt out of receiving substitutions altogether in some cases.
In response to the survey, Tesco stated they could not investigate individual cases without customer information but assured that the vast majority of online orders are fulfilled as ordered. They offer full refunds for any unsatisfactory products. Asda highlighted that they never charge more for substitutes and refund the difference if the replacement costs less. Morrisons emphasised that they notify customers of substitutions via email and allow doorstep rejections for full refunds. Amazon Fresh also allows customers to opt out or select preferred substitutes, with refunds for incorrect swaps. Waitrose and Iceland were approached for comment but did not provide additional statements.
All supermarkets mentioned that their colleagues strive to select the most suitable alternatives, provided customers have not opted out of substitutions. This survey sheds light on the challenges and occasional absurdities of online grocery shopping, urging both retailers and consumers to stay vigilant in the digital marketplace.
