"An annual survey by consumer group Which? of over 3,500 online grocery shoppers revealed that around one in five (20 per cent) received a substitution in their last order, with some recounting the unexpected replacements they received over the past year."
"Online grocery shoppers have revealed some of the strangest substitutions supermarkets have sent them for unavailable items, including a potato for chicken, toilet cleaner for lemon juice, and moisturiser for burgers."
"If an item isn't available, we'll work to offer an alternative and where this isn't suitable, customers can decline any substitute they don't want. We really appreciate it when customers flag these rare cases so we can follow up with additional coaching for our colleagues to reduce instances of this happening."
A consumer group Which? survey of over 3,500 online grocery shoppers revealed that approximately 20 percent received substitutions in their last order, with some receiving bizarre replacements over the past year. Sainsbury's shoppers reported the highest rate of substitutions at 28 percent. Unusual replacements included a potato for chicken, toilet cleaner for lemon juice, moisturiser for burgers, and sanitary products replaced with condoms. Sainsbury's responded by stating they offer alternatives when items are unavailable and customers can decline unsuitable substitutes. The supermarket acknowledged these cases are rare and indicated they provide coaching to staff to reduce such occurrences.
Read at www.independent.co.uk
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