Mushrooms instead of tampons? Which? reveals the strangest supermarket substitutions
From receiving mushrooms instead of tampons to cream crackers in place of Christmas crackers, Which? reveals the strangest substitutions that shoppers told the consumer champion they had received and the supermarkets most likely to put a replacement in an order.
Which? surveyed more than 3,000 shoppers in October and November 2023 for the consumer champion’s annual supermarkets survey, quizzing people on their experiences with the supermarkets they used most often in the previous 12 months - including what substitutions they had received and ratings for the overall quality of choices.
Overall, a third (34%) reported receiving a substitution in their most recent grocery order from at least one of the online stores they were asked about.
Asda had the highest proportion of shoppers receiving a substitution in their most recent shop, with more than half (56%) receiving a replacement. Customers rated the supermarket just two stars overall for its choice of substitute items. When asked about the strangest substitution they had received in the last year, one Asda shopper said they ordered fruit and instead received fruit-scented shower gel. Another ordered washing powder and instead received 10 cans of beer.
Two in five Sainsbury’s customers (41%) received a substitution in their most recent shop and online customers gave it just two stars for its choice of substitute items. Thinking about the strangest substitutions they had received over the previous 12 months, one bewildered shopper said they ordered an anti-allergy duvet but instead received allergy tablets. Another customer received flour instead of a loaf of bread.
When it came to Morrisons’ shoppers, a third (33%) had received a substitute item in their most recent online grocery order, and online customers gave it two stars for its choice of substitutes. One shopper said they received onions instead of cheese and onion crisps.
A third of Tesco shoppers (32%) told us they had received a substitute item in their most recent shop and online customers gave it three stars for its choice of substitutes. One shopper received cream crackers instead of Christmas crackers in one of their online grocery orders in the previous 12 months, while another received a salad in place of a ready meal.
Three in 10 Aldi shoppers (31%) received a substitute item in their most recent grocery order. The discounter received two stars for its choice of substitutions. When asked about the strangest substitution they had received in the last year, one surprised shopper received fruit sweets instead of fruit salad.
For Waitrose, a quarter of shoppers (25%) received a substitution in their most recent shop, with one shopper getting meat sausages instead of vegetarian sausages. The supermarket received three stars for its choice of substitutions.
A quarter of Iceland shoppers (23%) received a substitute item in their most recent online order, however the retailer was given three stars for its choice of substitutes. One Iceland shopper ordered tinned peaches but received frozen pizza.
Only one in six Ocado shoppers told Which? they had received a substituted item in their most recent Ocado order (17%), the lowest of any supermarket. However, when asked about the strangest substitution they’d received in the last year, one shopper said they ordered tampons but received mushrooms.
Grocery substitutions may be a nuisance, but for some the implications could be more serious. Which? heard from several shoppers with dietary requirements who had received items over the previous 12 months that were not suitable.
One Tesco shopper’s lactose-free cheese was replaced with regular cheese, while Sainsbury’s replaced one customer's two vegetarian ready meals with two meals containing meat.
Ele Clark, Which? Retail Editor, said:
“If the item you’ve ordered is out of stock, well-chosen substitutions can be really handy - but our research has shown that all too often the replacement item is inappropriate or downright bizarre.
“Shoppers have the right to reject substitutions at the point of delivery, or you can sometimes opt out of receiving substitutions altogether. If you end up with an unwanted substitution after the driver has gone, contact the supermarket and ask for a refund - some have handy online tools to make the process easier.”
ENDS
Notes to Editors:
Results are based on an online survey of 3,141 members of the public who are solely or jointly responsible for grocery shopping in their household (Oct-Nov 2023).
Star ratings are assigned by calculating the average scores given by respondents for each retailer and then carrying out statistical comparisons between the retailer scores.
Useful links
These results were part of our big annual supermarkets survey, which can be viewed here. You can also see Which?’s Recommended Supermarkets in the article.
About Which?
Which? is the UK’s consumer champion, here to make life simpler, fairer and safer for everyone. Our research gets to the heart of consumer issues, our advice is impartial, and our rigorous product tests lead to expert recommendations. We’re the independent consumer voice that influences politicians and lawmakers, investigates, holds businesses to account and makes change happen. As an organisation we’re not for profit and all for making consumers more powerful.
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