Wondering how everyone's experience has been allowing substitutes at Woolies and Coles? Consistently good or bad at either?
Personally, my local Coles will always provide the same or greater (more expensive, more items) if items are out of stock, otherwise they refund me. But, my local Woolies has been bad and will provide a cheaper substitute, to the point I've turned off substitutes.
Have you found the same or is it different between stores?
Same here. They always give a lot more meat than ordered and substitutions are usually for a higher volume of a different product. And if you aren't happy with it then the refund process is easy. I haven't ordered at Coles to compare (there are none near where I live).
I don't allow substitutes at either.
Ordered 3 x silken tofu , they were out, so instead gave 3 x firm tofu….except it's not like substituting sultana bran, for coles rip-off of it… the use case scenario is totally different
Same shop, ordered chicken thighs, 4 star mince, 2 piece of steak and a packet of sausage…got NOTHING and didn't realise it until we got home (did direct to boot).
Really stuffed me up for dinner plans. They cannot tell me they literally had NO substitute for above…
rather just do my shop myself now
ordered chicken thighs, 4 star mince, 2 piece of steak and a packet of sausage…got NOTHING
I think they keep your cold bags in a fridge/freezer area, but if the employee is new or forgetful, they might get all your normal bags and forget to check for your cold ones. Had the exact same thing happen to us though we went in and the lady apologised saying something about forgetting to grab the bags from the back. So we always check for at least a few cold items so we know they remembered the bags from the fridge/freezer section before we go now.
Nah we logged in online to get the invoice and found they were marked as no stock
Was this during the great Covid run on toilet rolls etc ? We had meat qty reduced in our order a while back.
Yes I had the exact some thing happen.
Last Woolworths order they substituted Reese’s Peanut Butter Cups for Twirls.
They saved you IMO
On one of the rare occasions I ordered online I ordered something from Woolies for around $60 and said no substitute. They gave me a substitute that I didn't want.
Phoned up and they refunded and said keep it
My guess is, depends who was picking your order that day.
I've had them to do really dumb things like provide a same priced but smaller package (more expensive brand/not on sale) and say that it's equivalent.
I've complained a couple of times about that and they always refunded and let me keep the item when it happens. I've been shopping online for a long time with both (started with coles, it was crap so switched to woolworths), they've definitely gotten a lot better over time so I imagine their substitution algorithm or training has gotten better.
You've inspired me to ask for a refund!
Yep it is easy. They'll give you a refund no questions asked.
The majority of times my substitutions are better/more expensive. This is both with Woolie's and Cole's.
Some examples from recent shops; rissoles subbed with angus burgers, 250g Cracker barrel cheese subbed with 500g Mainland tasty cheese, Cole's brand frozen chicken tenders subbed with Inghams.
I guess the subs are up to the interpretation of your personal shopper, but I have had positive results.
Woolies has usually been better.
Coles has usually been worse.
My favourite is when I purchased a range of Yoghurt varieties. They substituted the ones they were out of all for a single flavour they had, so I ended up with a mountain of mixed berry flavour & not much else. They probably just dumped the slower selling line to clear stock. Thanks Coles.
I find if you want less substitutes, don't do partnered delivery.
If the item you buy is on special then it's usually worse.
Lightbulb moment, think this has applied to me. They always run out too, I have to order on Wednesday and hope there's still stock.
I got a spicy simmer sauce instead of mild..
I don't think that should be a substitute.
You forgot the option - No substitutes, which is what I do. I am particular with what I order. If it's not available, I don't want them choosing an alternative.
Complain to Hon Dick Smith, he loves Woolies!!
I find it depends on the staff member doing your shopping. Some are intent, pick subs wisely and care for your food, some staff don't give a care in the world. We always use woolies and have had mixed experiences. If we get a good picker, they will usually select a logical substitute, of equal or greater value. However, if we get a picker who doesn't care the substitutes will be illogical, watermelon placed on top of grapes, eggs etc and everything randomly scattered throughout. Some items we are particular about we select 'No Substitute'.
We have had some poor experiences though. A few wks ago 1/3 of our groceries ($49 worth) were not delivered. Woolies said that was under the threshold of $50 for delivery and that they wouldn't be able to deliver the missing things despite the original order being 3 times that price and qualifying for delivery.
Drivers are a mixed experience too. The worst one always drives straight across the grass (despite no need to) and snaps branches on bushes. One day he drove down through the side gate and around the back of the property running over electrical leads and splitting a high quality air hose despite 2 of us with high-vis shirts asking him to park out the front and standing there waving madly at him to stop! He then told us to unload our own groceries when we told him we weren't happy. On the other hand, we had a lovely man last week who realised our long driveway was very boggy, parked out the front and walked the items down. He was polite and quite the opposite to the other driver.
Hope you complained about the bad driver. Otherwise, they never improve.
Yes. He is still employed there though. We have had him a few times since. He is always in a bad mood and still drives across the grass. Dad has nicknamed him 'Mr Happy'. But at least now he parks in the drive at the front door where we'd originally asked.
We generally have good experiences with coles.
Ordered 3 mandarins. Got 3 bags instead.
Ordered coles ice cream, upgraded to x2 connosoir so we got the same litres.
Ordered normal steaks. Upgraded to premium stuff.
Ordered 1kg Coles peas. Ticked substitute. The email stated no substitute available. So no other 1 kg or 2 x 500g of peas in the whole store. Also ordered a Coles baguette nothing else available.
I'm the opposite though
my local woolies is pretty good. no sustitues recently but during covid, I ordered hot dog buns, they gave me 3 different buns once as substitute. I ordered 3 corn they gave me 3 packets of corn. once order small packet of breast chicken and they gave me the bulk pack, once normal they gave me free range. prolly store dependant
coles have been terrible. also their refund process u have to call. woolies is automated
woolies u can order from the categloue, coles u add to a list then add to cart then adjust quantity.