Morrisons substitutions

Savvybuyer

An update on my situation, though I hope those that got subs they didn't want are able to get the money back soon.  I had emailed Customer Services as the refund request option wasn't there - I have received a voicemail and some communication today which has given me a different telephone number to the one at Bradford Head Office that just seems to go through to the lines are temporarily closed.  Had a bit of a wait at first (not the worst it could have been - about 20/25 minutes), got put through initially to an engaged line, I put the phone down, emailed (as I didn't have that direct number so couldn't ring it again without going through the waiting again), got a phone call back very speedily and have resolved it on the phone.
Basically they are sending me a refund for £5, covering the Jaffa Cakes and a bit more (goes some way towards the previous items that I just took anyway and was happy to write off as just pay them due to the Covid situation anyway) - I've also done well on some other items that were supplied that weren't listed anywhere as I got charged for the original items that were but I got more than I paid for.  They've agreed I can just keep them and use them (very sensible given that they are perishable, in the common understanding of maybe a week or two rather than the much wider definition in their T&Cs and they're not able to collect them in Covid anyway).  There is no ability on their system to stop subs - so we will just keep receiving them and dealing with CS after (or the refund request option if we can find it), although it was suggested stock levels are recovering now so the subs should be fewer than they have been.
In other words, normal subs that we keep getting and higher prices initially taken from us if they are the retail prices of the items and then we need to go back to CS whilst the situation is drivers can't take items back.  Hope everyone manages to get refunds for the items we don't want.  At the moment we end up keeping them for nowt and we won't be having to give them back - so the situation as I understand is that whilst Morrisons can't stop the subs on their system, they will keep delivering them and if we get in touch to be refunded for what we don't want, we end up with the items for nowt, effectively as a free gift.  The priority was just trying to ensure everyone got their shopping I was told.
I let it go and just took the higher prices of some items previously as it is difficult for the supermarkets in Covid and that was just the pragmatic thing to do but obviously I couldn't just keep being charged high prices for things and it got ridiculous - the £5 settles things, I got a bit better but they did too elsewhere as a little more was paid in higher prices but I also got more than what I paid for elsewhere and in future we ask for refunds from CS and I will be continuing not to bother drivers at all as we know they can't do anything (as expected all they'd be able to say is they can't take items back and we already know this) - just take items in, let the drivers get on with their deliveries, which has been my way of dealing with it from the start, and then, or from now on, CS for a refund on the higher priced subs.
The result is I am very happy (I hope other people manage to be in touch with CS for refunds where they don't want higher prices on higher priced subs) and no-one is going to law on this because, like I said earlier, the informal approach resolves things more quickly and satisfactorily.  These companies provide more than what law requires and so do I as well - terms and conditions suggest on some aspect I should be getting even more than what I have got but I am happy not to bother with that.

Newly_retired

Expecting a delivery and just received list of substitutes from Morrison’s. Will follow advise and try to get a refund as all items are more expensive or unsuitable.

Steve_L

You're letting a shopkeeper choose what you buy and you're surprised that it costs more?

DuckeeUK

Steve_L said:

You're letting a shopkeeper choose what you buy and you're surprised that it costs more?

I mean, we AREN'T even "letting" them choose, that's the problem.  We have zero choice in the matter, unlike with Tesco (and Asda?) where you can state "No substitutions".  (Edit to add: my "choice" now is to just not shop with them)

I went through the circus of hunting for the non-existent refund link and hunting for their contact form only to get £3 out of £18 back.  Their policy now, apparently, is to only refund for perishable substitutions, the rest I have to hold on to until I CAN return them, whenever that might be.  £15 might sound like nothing to many people, but it makes a big difference to me!  All of the subs I wanted to return were the ludicrously expensive items that I'd NEVER buy and can't even use!  I'm happy to hang on to the items to return at a later date, which could even be months away, but I'm peed off they've effectively taken money from me for things I didn't order, don't want and have no way of returning for my money back which I need right now.  

Flydrive

I am a 'home delivery' newbe. On the email I received a couple of hours before delivery, it stated that there were a couple of substitutions which I did not want. I found this thread and was a bit concerned!!!
There was NO NEED, On arrival the driver said there were substitutions and when I said that I did not require them, he removed the items before handing the bags over. The items were credited to my bill before any payment was taken.

ArcadeAssassin

Flydrive said:

I am a 'home delivery' newbe. On the email I received a couple of hours before delivery, it stated that there were a couple of substitutions which I did not want. I found this thread and was a bit concerned!!!
There was NO NEED, On arrival the driver said there were substitutions and when I said that I did not require them, he removed the items before handing the bags over. The items were credited to my bill before any payment was taken.

Well that’s funny as I had a delivery tonight and said to the driver before he’d even opened the side of the van that I didn’t want the substitutions and he said sorry he had to deliver everything. I’m now left with 4 subs I don’t want, 3 broken packages where food has leaked out, and a bag of potatoes that have so much black rot in them the picker must have been blind if they thought that was acceptable. And yet, still no way of getting a refund online as option doesn’t exist. I’m done with Morrison now, I’ve let things go before, the odd squashed bread or leaking milk but enough is enough. Asda however, exemplary every week so far!

Newly_retired

That’s not good. My experience was the same as Flydrive’s. The driver offered to take away the substitutions and we were not charged for them.

Geeders

Just had our first Morrison's delivery. Some of their substitutions were poor especially on cost and not items we would have purchased in store.  I told the driver that we didn't want any of the substitutions and he said he can take them back and a refund will be made.  Once they have handed over to the customer they are not allowed to take them back so speak up before the driver unloads.  The driver had to go through all the bags as substitute items are not bagged separately (improvement opportunity for s Morrison's) and he has missed one item so will try and get a refund on that.

dazzzad

After questioning substitutes I received an email that went along the line of not wanting to see the customer go without in these difficult times. Difficult times!!!! I should say so, substituting with items greater in price and smaller in quantity and offers such as 3 for £2 where 1 item isn’t available the offer is void but a third item is introduced, again greater in price and less quantity ( 3 items @ 87p =. £2.61 offer means you get the three for £2, only two of the items available, charged  2 x 87p =£1.74
third item is £1.25. A total of £2.99 a 50% overcharge and less quantity in the third item, so the reality is over 50%. Difficult times? Most definitely for us, not for you Morrisons! How about cheese, 2 x 400g Morrison’s own at £2.00 = £4.00 for 800g,  substituted with Cathedral cheddar £5.60 for 700g, a 40% overcharge and a 100g less, difficult bloody times? Absolutely Morrisons, but not for you!!!!!!)

These examples are only a handful of the many that we have received over the last 2 months, it’s shocking and wrong, people will remember this Morrisons when things return to normal!

Velouria86

Hi,
Recently accidentally discovered the solution by asking the driver what I did with the substitutions that I didn't want before he unloaded everything. He told me to tell him what I didn't want and he'd look through the shopping before I came near it, and take it back.
Refunded within the hour without having to do anything.

Not exactly ideal (yeah, I found this thread whilst looking for a way to stop the substitutions in the first place), but hope it helps some people.