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Morrisons substitutions

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jeanniecjeanniec Forumite
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Has anybody had problems with morrisons substitutions? I have always used Tesco for food deliveries but were forced to look elsewhere due to coronavirus. I managed to find a delivery for morrisons over 2 weeks ago. No option to delete substitutions on their site. Had an email 2 hours before my delivery to say I would be receiving substitutions for a lot of my items. More than half of these i did not want. I couldn't do anything to change it and reading on line it said that due to covid-19 the drivers will not accept any returns! It refers to an online form ...it does not exist! When you are able to get back on their site (as quite often you are put in a queue for up to 10 minutes) and access your delivered orders there us supposed to be the option to request a refund...that doesn't exist!! I have tried calling several times but the wait times are 30mins plus. It says to send an email. I have sent four emails now and just have an automated response to say that they are too busy to answer!!! This is shocking. I feel that they are taking advantage of this current situation to boost their coffers by sending out stuff that is much more expensive than the original items that were ordered and not offering the option to return and refund. 
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  • pumpkin89pumpkin89 Forumite
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    They use the same online platform as Ocado and, as you say, there is no option to turn off substitutions.  Tesco and others are much better in that regard.  Normally you would get very few substitutions, but obviously nothing is normal now!  I doubt they are deliberately sending out the wrong items, but I'm not surprised a lot of popular products are sold out.

    It sounds like you've already done this, but here are the full instructions if anyone else is struggling with the same issue:
    "Sign in to your account and click on the 'Orders' tab. Go to previous orders, find the order you're looking for, and then click on the 'Request' link under the 'Refund' section to request a refund on that specific order."

    They will have to refund you eventually, as it's clearly stated in the terms and conditions that you don't have to pay for substitutions you don't want, but it sounds like you may need a lot of patience in the meantime!  Good luck.
  • edited 3 April at 4:34PM
    KxMxKxMx Forumite
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    edited 3 April at 4:34PM
    Tesco price match substitutions as well. 

    I had an order from them on 18th March, ordered non bio washing capsules and asked for "any non bio as substitute". They ended up sending bio capsules which initially I was annoyed at. I need non bio due to diagnosed medical issues. 

    However I found a solution, Mum will use for her washing and I'll use the few non bio left (10 washes) until I can get more. 

    Much better than not having anything delivered and having to eke out the remainder between us and try to get more, which at that time would have been difficult.

    I've now discovered smol so am giving them a try. 
  • jamandajamanda Forumite
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    Quite agree about Morrisons.  I have a delivery pass so am sticking with them.  It is like lucky dip.  There are few basics on the website (the usual culprits), but availability on the website and actual delivery bears little resemblance.  I have 4 jars of coffee I have never heard of so far which have been substituted and I am lumbered with.  They don't seem to be doing as well as some other supermarkets in this difficult environment for some reason.  My delivery this morning has left me a little peeved.  The best of it is, the things I thought I wouldn't get are appearing, and other random stuff is disappearing.
  • jeanniecjeanniec Forumite
    2 posts
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    MoneySaving Newbie

    pumpkin89 said:
    It sounds like you've already done this, but here are the full instructions if anyone else is struggling with the same issue:
    "Sign in to your account and click on the 'Orders' tab. Go to previous orders, find the order you're looking for, and then click on the 'Request' link under the 'Refund' section to request a refund on that specific order.
    Thanks for this. However the option to request a refund as mentioned in your post and on their website is not available on my order. Is there a delay in this appearing on your delivered order?
  • mikbmikb Forumite
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    jamanda said:
    Quite agree about Morrisons. ...   They don't seem to be doing as well as some other supermarkets in this difficult environment for some reason.
    It's the same story in-store. I got an e-mail offer to "Shop after 2pm for double More Points", the rationale being that this is a time when the shop is quieter, and "we are reloading our shelves all through the day".

    I'd say that some items are not being reloaded at all -- the usual suspects (toilet paper, lots of frozen goods, all the pasta except some dubious gluten-free rubber based stuff) and the fresh fruit and veg "Market Street" has the individual pieces of fruit and veg practising social distancing :smile:

    I'd say you could express your opinion via the shopping survey, but somewhere between 14th and 18th March, Morrisons removed the "Tell us how we did" bit of the receipts, and closed the website (https://www.morrisonsislistening.co.uk/) so I guess they already know they are struggling and don't need to listen any more.

    New queuing system, 2M separation, floor markers, screens for the staff, security on door etc. is all working well though.



  • djslapperdjslapper Forumite
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    Fifth Anniversary Combo Breaker First Post
    After your delivery, go back on line and on your orders under your account there's an option for refund which opens up all the items you have received and allows you to enter the items you want refunded on
  • LarchesLarches Forumite
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    10 Posts Second Anniversary Name Dropper
    djslapper said:
    After your delivery, go back on line and on your orders under your account there's an option for refund which opens up all the items you have received and allows you to enter the items you want refunded on
    So you request the refund and then what, keep the items anyway?!
    If so, that must be adding a fair bit to their Coronavirus costs! (And potentially food waste. :disappointed:)
    I ordered 1x 6-pack of UHT (6L) and they're sending 2x 2L of Cravendale fresh milk instead. Not really equivalent IMHO, and I had already ordered fresh milk in the same order so we're really going to struggle with fridge space. :/

  • edited 21 April at 12:53PM
    Steve_LSteve_L Forumite
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    edited 21 April at 12:53PM
    And it means one less item on the shelf that someone else might need. No system is perfect. Except the lunch box delivery guys (dabbawalas) in Mumbai?
    "Life is much/far too important a thing ever to talk seriously about it." Oscar Wilde, in "Vera; or, The Nihilists” (much), then "Lady Windermere's Fan" (far).

  • jackstinijackstini Forumite
    71 posts
    Part of the Furniture 10 Posts Combo Breaker
    I can't see the refund box either - anyone got any screen shots?
    I don't mind substitutions if they price matched like Tesco, but my shopping is over £20 more with their subs so I want to reject some
  • DJBensonDJBenson Forumite
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    jackstini said:
    I can't see the refund box either - anyone got any screen shots?
    I don't mind substitutions if they price matched like Tesco, but my shopping is over £20 more with their subs so I want to reject some
    Found this thread after receiving my latest delivery. I'm normally very happy with Morrisons, and I've cut them more slack than normal recently due to the current climate (more substitutions which we wouldn't normally accept, damaged goods and horrendous adherence to health and safety with their bagging) but tonight my order contained a substitute for 3 packs of Frubes (kids yoghurts) at a cost of £1 each for "Suckies" yoghurts at £3.90 per pack - a massive price difference of almost £9 which I think is unacceptable so I will be requesting a refund on this occasion.
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