The best supermarket for online delivery missing items and refunds

MILLIONS of Brits get their weekly shop delivered to their door each week – but anyone who does knows how annoying missing or replacement items are.

Look at the social media page of any major supermarket and you will be sure to spot at least a dozen of angry customers complaining about missing items or incorrect orders.

It’s a supermarket’s duty to refund or replace any mishaps with your online shop, so it’s worth being squared up on what to do when things go wrong.

Some supermarkets are more generous than others when it comes to replacing items, so if you are consistently facing problems it may be worth thinking about switching up who you shop with.

We’ve compared the delivery replacement and missing items policies from big supermarket chains.

ASDA

Typically customers are not charged for items that are unavailable for delivery after they place their order.

But Asda said customers have three days to request a refund if they have a problem with their shop.

You can do this by visiting the Asda help centre at groceries.asda.com/account/order/2.

Sometimes shoppers may also receive substitutes for items that could not be found in store.

For example, if you ordered Whiskas Cat Food you may receive a different brand instead.

But you can turn this feature off and instead you will not be charged for the items missing.

This can be done at the online checkout.

Customers can then go to View trolley to see their items.

From there you can use the check box to set no substitutes for specific items or the whole order.

TESCO

The ‘Big Four’ grocery also help customers when there is a problem with their order.

Tesco says if an item is damaged, customers can hand it back to their delivery driver who will process a refund.

If you spot this after the driver has left, you can return it to your local store.

If you’ve opted for Click+Collect, you can hand the item back to a colleague, who will process a refund.

Tesco also offers substitutions for missing items, but if you don’t want the item, just give it back to the driver or colleague and you will be refunded.

Tesco says it price matches its substitutions, so if you have been offered you a more expensive product than the one you ordered, it will only charge you the price of the original item.

If there’s an item missing from your delivery and no substitute has been provided you need to call its Customer Service team.

SAINSBURY’S

The supermarket gives customers vouchers as compensation for items that have been substituted.

So if you are given an item that costs more than what you originally ordered you will be given the money back through a voucher which can be used as money off your next shop.

Sainsbury’s will email you an evoucher code and will pop a copy in your online voucher wallet. You can find your voucher wallet at online checkout.

The voucher can be used for online groceries only and won’t expire for 2 months.

Substitutions can be refused on the doorstep. You can return them to the driver and you’ll receive a refund automatically within a few days.

If you accept the substitutions offered at point of delivery, refund requests for substituted items will be rejected.

MORRISONS

Morrisons shoppers are entitled to a refund if items are missing from their shop and they don’t want a refund.

If it’s within a week of delivery or collection, you can request a refund through the groceries website by visiting, accounts.groceries.morrisons.com.

If you receive a substitute item in your order and you don’t want it you can give it you your delivery driver and the item will be removed from your final bill.

Your driver or will notify you of any substitutes they have had to make to fulfill your order ahead of time.