Sainsbury's delivery substitutes issues

Ralphyb

Hi, 
First of all just want to acknowledge that we are are very lucky to have been able get a Sainsbury's delivery.
We have our account setup so if they don't have items we have ordered they will bring a substitute and we can decide on the doorstep if we want to keep it. Unfortunately when the delivery arrived yesterday the driver said that he was not accepting substitutes back and instead we needed to contact the call centre if there were any items that we didn't want. Every time we call you have to listen to a long recorded message and then it says they are too busy to answer. 
Has anyone got a solution for this? 

Clowance

as its a crisis you have a choice to accept all substitutes (depending on how good you think they have been in the past) or put no substitutes on your account. These are not normal times. 

GreenTed

We had the same issue with a delivery this week.  I did ask the driver before we touched a single bag but he gave us the same answer as yours.  I don't feel like 'phoning the call centre.  I replied to the email about a substitution voucher but am unsure whether they'll pick it up (or if we'll ever be able to use the voucher as we're not on the 'magic list' despite their originally having reassured us (and others) that having a disability we'd still be able to have orders); even click & collect we would choose and be incredibly grateful for even though my husband is also an incredibly overworked keyworker atm and would have to go after a very long day's work.  I've decided that non-perishable items can go in the foodbank, but have no idea what to do with a large bag of substitute frozen sausages (the 2nd one of this type) that no-one will eat & is taking up precious freezer space or the incredibly short-dated goats' milk (down the drain I guess  ).  It goes against all my instincts/beliefs to bin the sausages.  With money more tight than ever for some people, and anxieties running high, I can understand why this can be an issue, even in these times.

couriervanman

So just tick no substitutes  

sarah1972

With Tesco you log in, go to your order thats been delivered and tick each thing that you want a refund for, can you do that with Sainsburys? 

Ralphyb

GreenTed said:

We had the same issue with a delivery this week.  I did ask the driver before we touched a single bag but he gave us the same answer as yours.  I don't feel like 'phoning the call centre.  I replied to the email about a substitution voucher but am unsure whether they'll pick it up (or if we'll ever be able to use the voucher as we're not on the 'magic list' despite their originally having reassured us (and others) that having a disability we'd still be able to have orders); even click & collect we would choose and be incredibly grateful for even though my husband is also an incredibly overworked keyworker atm and would have to go after a very long day's work.  I've decided that non-perishable items can go in the foodbank, but have no idea what to do with a large bag of substitute frozen sausages (the 2nd one of this type) that no-one will eat & is taking up precious freezer space or the incredibly short-dated goats' milk (down the drain I guess  ).  It goes against all my instincts/beliefs to bin the sausages.  With money more tight than ever for some people, and anxieties running high, I can understand why this can be an issue, even in these times.

It is disappointing that Sainsbury's haven't made customers aware of this change.
If you live in a city I recommend using the app OLIO to gift food that you don't want. 

typistretired

They have updated their site recently about substitutions

How can I request a refund for a grocery item that's been delivered?

To make it easier, you can fill in a Refund Request Form if you have items in your Grocery Delivery that are:

• Unwanted
• Missing
• Short in their ‘use by’ date (within 48 hours of delivery only)
• Damaged

Please note you can make this request within 30 days of delivery. Your statutory rights are not affected.

We started accepting returns on the doorstep on 14th May, please let the driver know on arrival if you want to return any unwanted items so that they can remove these before they hand your goods over

Vicky_C_A

I ordered 1 packet of sushi rice as part of my online shop and Sainsbury's sent me 10 packets of nori seaweed as a substitution - and charged me £20+ for the privilege. Pretty racist substitution, why not just send me 1 bag of different rice?

They issued me an online coupon for their site, which didn't go through when I placed an order. I rang customer services and they told me that "it happens and vouchers disappear sometimes" and reissued me with another coupon. Frankly I just want a refund of the money they stole from me but apparently their "subs policy doesn't allow". 

Vegastare

Past history has shown me that with Sainbury better to not to tick substitution....I have had things charged and missing on two occasions and they have credited me with voucher - are they giving you a voucher for the amount you paid £20....if not I also had pack of chops and they had started to go off in the pack...how a packer could not see it never know - I phoned and explained and said I could eat then as felt not fit for consumption and again given voucher for amount.  The only annoying thing is the amount if you were put of shopping at Sainsbury online and then having £20 of voucher to claim back.
I click and collect and I returned to click and collect area after going home and again discovering two packs bacon again turning brown around the edges...I was fuming after the pork chops prior....after a brief explanation a guy took them back and changed them and return to me along with bottle white wine.

typistretired

I never allow substitutes on any supermarket sites they still honour any offers if it means you do not complete offer