Shoppers can choose whether or not they would like a substitution for an unavailable item
A Tesco shopper was left confused at the substitution item recommended to them for their online shop. The baffled customer messaged the supermarket over X, saying: “Just so you know for the substitution algorithm in the future these are not close to being the same thing.”
They shared an image of the substitution item, with their original order being the Tesco Finest Dine In Green Vegetable Medley 200g. The supermarket had suggested a rather different way for the customer get one of their five-a-day fruit and veg, offering them instead an apple crumble.
The surprise dessert item was also in the Tesco Finest line, with the same price at £3. Tesco replied to the customer, apologising for what had happened and encouraged them to direct message them with their full name, account email address and order number, so the issue could be resolved.
Giving more information in response to this case, Tesco said that the vast majority of its online orders are completed as ordered with no need for substitutions. Customers can choose whether or not they would like a substitution if they can’t get the precise item they want, and the supermarket will try to find something equal or better than the original item.
Shoppers are emailed a copy of their receipt before the delivery arrives which includes information about substitutions, the prices for each item and the total price paid. There is no extra charge for substitutions and the customer will only be charged the price of the original item even if the substitution is more expensive.
When your shopping is delivered, if you see an incorrect or unsuitable substitution, you can refuse to take the item. Another online shopper with Tesco had an unpleasant surprise recently when they received a packet of Ibuprofen that had seemingly been tampered with.
They shared an image of a tablet box and two eight-tablet strips of Ibuprofen tablets, one with four tablets missing and the other with two tablets missing. The picture also contained two six-tablet strips of Paracetamol, one of which was unused while the other had five tablets missing.
A spokesman for Tesco said: “We were sorry to hear about this and issued a refund to the customer. We have also asked the store to look into what happened.”