Sainsburys' online delivery substitutes

kevinlad

Does anyone notice that when Sainsburys deliver substitutes to your online groceries, nine out of ten times they substitute the more expensive ones and charge you for it. It is very annoying for example I bought some items only because they were on special offer and then found out I was charged full price. In my opinion if they ever substitute they should only charge them the same price with the original items.

I know I could check my receipt and return the items to the driver, but when you have loads of shopping bags to carry to the kitchen and the driver can't wait to get out of your house, do you really have the time to go through the list and compare prices?

yorkie18

I use Tesco but I always check that I'm happy with the items before signing for them & sending the driver away. I agree, they shouldn't charge you the higher price though. Isn't there anyway you can say no to all substitutes?

geordie_joe

kevinlad wrote: »

It is very annoying for example I bought some items only because they were on special offer and then found out I was charged full price.

You seem to be saying you ordered something that was on offer [at the time of ordering] but you got charged full price when it was delivered.

You get charged at the price for the item on the day it is picked, not the day it is ordered. So if the item is on offer when you order it, but the offer ends before your order is picked, you get charged the full price.

sweetbutternut

I have experienced this with Sainsbury's as well. This is an old thread, but it seems like Sainsburys is still doing it now!

"You seem to be saying you ordered something that was on offer [at the time of ordering] but you got charged full price when it was delivered." - this is a separate issue, also very annoying, but I think different from what the poster meant.

For eg, if I ordered basics eggs at £1.00, Sainsburys will substitute it with Organic eggs at £1.89 and charge you for it! This is regardless of whether the original item was on offer or not.

In my opinion, this equates to Shark practice. They say that you should check at the time of receiving the items, but when you have ordered £150 worth of stuff, and you have bags and bags of shopping, it is impossible to stand there with the driver who is itching to go, going through every single item.

Ocado subsitutes, but charges you for the original priced item. That's fair.

sarah1972

sweetbutternut wrote: »

They say that you should check at the time of receiving the items, but when you have ordered £150 worth of stuff, and you have bags and bags of shopping, it is impossible to stand there with the driver who is itching to go, going through every single item. QUOTE



You dont have to go through every item, the substitutions are in a bag on there own.

sweetbutternut

Ok - even if I do manage to check the receipt AND the items, why do they do it? Why don't they just charge the original price of the item ordered or offer a refund? Or are they counting on people not to check their receipts?

sarah1972

sweetbutternut wrote: »

Ok - even if I do manage to check the receipt AND the items, why do they do it? Why don't they just charge the original price of the item ordered or offer a refund? Or are they counting on people not to check their receipts?

They do offer a refund, if you turn the subs away they refund you.

Tesco and Asda do a price match guarentee which is better so ar least you will only pay the lower price if they sub with something more expensive and as you say Ocado do this aswell. You would think sainsburys would join in aswell.

Can you not say no subs when you order from Sainsburys? You used to be able to.

williacg

This is the very reason why I moved from Sainsburys to Tesco. A few weeks ago I ordered a bag of frozen scampi, when my groceries were delivered, they had substituted it with one from the luxury range, which was nearly £2.00 more, I was even more pleased to discover that it was also on special offer, buy one get one free, I was very pleased.

disneyangel_2

I have had this issue with Sainsbury's for the last two orders I have placed.

One week I had bought an indian/chinese meal deal for £10 deal which they substituted two items on .The two items they chose to replace them with were not only obscure (lemon chicken instead of crab cakes and prawns instead of chicken satay ) but were not even included in their offer.:mad: I sent them back however did not then notice until after the driver had left that as I no longer had a multibuy the items I had remaining had now cost more than £10 in total. So I had 2 less items and it had cost more. I sent an email of complaint and got an evoucher for my next shop.

I did mention that all other online stores I've used - Tesco . Waitrose and Asda price match subsititutes. But they didn't give nay feedback on that.

This week one item in there 3 for £10 meat offer was substituted (again rather strangely a chicken joint instead of a turkey one) so I sent all 3 items backs but was only refunded for 2 so have had to contact them again.

I do like the quality of sainsbury's food and like that the delivery slots are only 1 hour (handy for after school club days when you are having to get out and about) but would be more impressed if they adopted price match too !

karenb33

Sainsburys are a nightmare. I have had nothing but problems with my online orders. This ranges from incorrect pricing and bad substitutes to being refunded less than I was entitled to and then them trying to fob me off with a voucher. When I asked for the money rather than a voucher they said they were unable to refund me unless I called their customer service to process it. Every time I have tried, I have been on hold for ages and given up. This is a company I used to think highly of. It is really frustrating that they give evouchers - don't they realise that we understand that a £3 voucher (for example) is not the same as giving a refund of £3!?

williacg

karenb33 wrote: »

Sainsburys are a nightmare. I have had nothing but problems with my online orders. This ranges from incorrect pricing and bad substitutes to being refunded less than I was entitled to and then them trying to fob me off with a voucher. When I asked for the money rather than a voucher they said they were unable to refund me unless I called their customer service to process it. Every time I have tried, I have been on hold for ages and given up. This is a company I used to think highly of. It is really frustrating that they give evouchers - don't they realise that we understand that a £3 voucher (for example) is not the same as giving a refund of £3!?

I experienced the exact same problems, but most annoying is receiving an evoucher instead of a refund, even after stating in my e-mail that I wanted a refund and not the voucher, whereas Tesco have always refunded me straightaway, no quibbles - I eventually gave up on Sainsburys.