Asda online shop delivery substitution refund policy

JaneDoeJohnDoe

New to Asda online shopping & I just can not figure out how their substitute policy is operating.
If I allow subs in an order & it is not suitable I read that can not return at door. Fair enough. But does that mean I still have to pay for the item? 
Deep down in Asda Coronavirus section it mentions going online then asking for refund. So can you get a refund of a subs item even though you still actually have the item?
Vast majority of order will be basic stuff so can not see a problem if subs arrive but Sod's law will mean the store packer will have a meltdown & pick a substitute that is wayyyyyy off the mark.

Lorian

yes you can do a refund for inappropriate subs online (not in the app currently). There is a limit. 
Also worth unticking the subs box for anything you dont want a sub for before placing the order

Steve_L

The tick boxes for substitutions are behind the "Review Order" button. So you don't find it if there's nothing wrong with the order and you don't need to review it. The instructions are written by someone who knows what they're doing. Unfortunately, they forgot that they'd be read by someone who doesn't.

And, I'm afraid that you have to assume that the picker has neither language nor life skills.

Steve_L

I now have a game, thinking up the most logically illogical substitutions we could get for things we've ordered. For example, as we fancy cauliflower cheese, we ordered a cauliflower. So, assuming the picker's diet hasn't included one and they don't know what it is, we could end up with anything from dog food (collie) to a bunch of daffodils (flower).

Beenie

We put MaMade in our order (a tin of crushed orange pulp to make several jars homemade marmalade). Instead we got a miserable little low-price jar of marmalade.

(I don't think they make it easy to find the No Subs/Subs section. We have used ASDA four times now and would love to have No Subs on several items).

calleyw

Beenie said:

(I don't think they make it easy to find the No Subs/Subs section. We have used ASDA four times now and would love to have No Subs on several items).

I have just checked out an Asda order and on the order summary page the first box tells you what type of slot and the address and date and time of the slot.  Under neath that is a box it says xx items in trolley.  Directly underneath it says "You've chosen to accept substitutions on all items". And in blue writing next to it is change options.  Which then takes you to a page where you choose to change the subs on individual items.

Not really sure how its hidden.  Its in plain view on the order summary page.  You must be skipping boxes and not reading each one.

Yours

Calley x

TheBanker

Steve_L said:

So, assuming the picker's diet hasn't included one and they don't know what it is, 

Don't you think this is a little offensive to the minimum wage workers who are run off their feet at the moment picking your order? I think they're doing their best... 

Steve_L

Beenie said:

We put MaMade in our order (a tin of crushed orange pulp to make several jars homemade marmalade). Instead we got a miserable little low-price jar of marmalade.

(I don't think they make it easy to find the No Subs/Subs section. We have used ASDA four times now and would love to have No Subs on several items).

As above, it's behind the "Review Order" button, I missed this at first, as there was nothing wrong with my order, so I didn't feel the need to review it.

Thoughtless or cynical? I wish that we could trust them for it not to possibly be the latter.

Bacman

Everyone makes mistakes especially when working hard and quickly.

I had one item sent in error; instead of a pack of 6 long life semi-skimmed milk I got 1 single long life lactose free milk and 2 small bottles of water (!); pretty annoyed at the time as didn't realise with Asda if you go onto the order you have a couple of days or so to lodge a claim for a refund for missing items.

Otherwise, no issues so no reason for me to moan about it; we all make mistakes.

Lorian

The handheld computer system suggests what item to substitute with for out of stock. I think you'll find some pickers just go with this, but it can be over-ridden by the picker. They are on targets for how many items they pick and hour, and this is to stay out of trouble, not to  get a bonus.  So if you've sent them to the stationary isle to get crayons then this is already putting them on their back-foot time wise.
Remember it's possible to gain from the subs too - my medium big tasty chicken this week was a large, no extra charge.
In the last 7 weeks I refunded a very small number of items, one for damage.
If you want to limit the amount of subs you get amend the order around 8pm the day before to see what is out of stock then so you can do your own manual subs or deletes. Its not foolproof but it helps a lot.
There are some things you want to keep subs on at the moment if you are running short (milk, handwash, beer/cider). 

Steve_L

One of the latest subs I received is interesting. Of course, it could be either down to the picker or the system, although a person had to program the latter. Ordered: ASDA cheese savouries, 250g, 85p. Received: Jacob's mini cheddars Original 6 x 25g. These are £1.70, but I was still charged the original 85p: OK. An upgrade in brand name, not that I expect anyone on here to fall for that one. But, 6 x 25g = 150g. So, I got 100g less for the same price. This isn't my definition of a bargain.