Almost half of all UK supermarket deliveries (47%) included a substitute item over the past 12 months, a new consumer survey has found.
According to the latest research from consumer group Which?, Asda had the highest amount of product switches, with more than six out of 10 Asda customers (62%) reportedly receiving a substitution in their most recent shop, with one frustrated shopper receiving a pack of toilet rolls instead of bread rolls.
Coming in second was German discounter Aldi, with 59% of customers receiving unexpected items – one including a bag of onions instead of a loaf of bread.
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Just over half of customers who had ordered online at Sainsbury’s (52%) told Which? they had received a substitution, including bacon rather than barbecue-flavoured crisps.
Up next was Morrisons, who had 51% of shoppers receive substitutions. For example, one customer received meat sausages instead of veggie burgers, and another received a toothbrush instead of apples.
As for Tesco, the UK’s largest supermarket, more than four in 10 Tesco shoppers (44%) reported substitutions such as an Easter egg in place of hotdog rolls.
Waitrose customers were the least likely to receive a substitution, at 24%, although one consumer found an alcohol-free bottle of wine in place of a standard wine bottle.
“Product substitutions can be incredibly frustrating, especially if the key ingredient for your dinner is missing. Our research has shown that some replacements can also be downright ridiculous,” retail editor at Which?, Reena Sewraz, told The Guardian.
“You have the right to reject substitutions at the point of delivery, or you could opt out of receiving substitutions altogether.
She added: “If you do end up with a substitution that you don’t want, always contact the supermarket and ask for a refund.”
