We are all aware of the problems that come with doing our grocery shopping online, such as products going missing, bags becoming overstuffed, delivery people forgetting to knock on the door, and so on...

However, it is the product substitutions that annoy us the most. (This one mum ordered nappies for her son but received tampons instead.)

Turns out, there might be an entirely different explanation for these ludicrous swaps, according to the statements of some workers at Woolies.

In an unofficial Woolworths workers group, one employee shared that she frequently gives online customers incorrect substitute items, even if they included a note in their orders requesting "no substitutions."

Another supermarket employee agreed with her, saying that it irritates them when customers leave "Do not substitute!" on all of their items rather than simply unticking the "no subs" box.

A Woolworths employee said she ignores no-substitute demands if online purchase settings allow them. Credit: Facebook.​

"Clearly had time to write a note but all they had to do was untick the box... Guess who will be getting a sub," one user who claimed to be a Woolies employee wrote in the comments.

"If the notes are in caps the customer is yelling at me so no," a second employee agreed and added.

A third chimed in and wrote: "You get what you get, do your own shopping if you don't like it."

Substitution, or "subbing," has been practised in Australia since the early days of online shopping, but due to staffing and distribution issues, supermarkets were forced to implement this policy more frequently during the height of the Covid-19 pandemic.

Woolworths and other supermarkets, such as Coles, have a policy of substituting a suitable alternative of equal or higher value for out-of-stock items ordered online at no extra cost.

On the other hand, Woolworths guarantees on its website that if a customer orders an item that is out of stock and there is no suitable alternative available, the customer will receive a refund for the item and the total price of the transaction will be adjusted accordingly.

What are your thoughts, members? Have you ever had something substituted from your online order from Woolies or Coles? Let us know in the comments below!

 

[Ricci]

I have always ticked the no substitutes box on my order and have never had any problems. Refunds for items not available have always been timely and delivery has still been free even if the refunds take the total spend to below $50.

 

[Maria W]

Woolies employees reveal ONE of their pet peeves – customers requesting "no substitutions" in their orders​

We are all aware of the problems that come with doing our grocery shopping online, such as products going missing, bags becoming overstuffed, delivery people forgetting to knock on the door, and so on...

However, it is the product substitutions that annoy us the most. (This one mum ordered nappies for her son but received tampons instead.)

Turns out, there might be an entirely different explanation for these ludicrous swaps, according to the statements of some workers at Woolies.

In an unofficial Woolworths workers group, one employee shared that she frequently gives online customers incorrect substitute items, even if they included a note in their orders requesting "no substitutions."

Another supermarket employee agreed with her, saying that it irritates them when customers leave "Do not substitute!" on all of their items rather than simply unticking the "no subs" box.

A Woolworths employee said she ignores no-substitute demands if online purchase settings allow them. Credit: Facebook.​

"Clearly had time to write a note but all they had to do was untick the box... Guess who will be getting a sub," one user who claimed to be a Woolies employee wrote in the comments.

"If the notes are in caps the customer is yelling at me so no," a second employee agreed and added.

A third chimed in and wrote: "You get what you get, do your own shopping if you don't like it."

Substitution, or "subbing," has been practised in Australia since the early days of online shopping, but due to staffing and distribution issues, supermarkets were forced to implement this policy more frequently during the height of the Covid-19 pandemic.

Woolworths and other supermarkets, such as Coles, have a policy of substituting a suitable alternative of equal or higher value for out-of-stock items ordered online at no extra cost.

On the other hand, Woolworths guarantees on its website that if a customer orders an item that is out of stock and there is no suitable alternative available, the customer will receive a refund for the item and the total price of the transaction will be adjusted accordingly.

What are your thoughts, members? Have you ever had something substituted from your online order from Woolies or Coles? Let us know in the comments below!

Just phone up customer service and they will give you a refund certificate. They have never asked me to return the incorrect item…so I haven’t.

 

[Yubjuk]

Woolies employees reveal ONE of their pet peeves – customers requesting "no substitutions" in their orders​

We are all aware of the problems that come with doing our grocery shopping online, such as products going missing, bags becoming overstuffed, delivery people forgetting to knock on the door, and so on...

However, it is the product substitutions that annoy us the most. (This one mum ordered nappies for her son but received tampons instead.)

Turns out, there might be an entirely different explanation for these ludicrous swaps, according to the statements of some workers at Woolies.

In an unofficial Woolworths workers group, one employee shared that she frequently gives online customers incorrect substitute items, even if they included a note in their orders requesting "no substitutions."

Another supermarket employee agreed with her, saying that it irritates them when customers leave "Do not substitute!" on all of their items rather than simply unticking the "no subs" box.

A Woolworths employee said she ignores no-substitute demands if online purchase settings allow them. Credit: Facebook.​

"Clearly had time to write a note but all they had to do was untick the box... Guess who will be getting a sub," one user who claimed to be a Woolies employee wrote in the comments.

"If the notes are in caps the customer is yelling at me so no," a second employee agreed and added.

A third chimed in and wrote: "You get what you get, do your own shopping if you don't like it."

Substitution, or "subbing," has been practised in Australia since the early days of online shopping, but due to staffing and distribution issues, supermarkets were forced to implement this policy more frequently during the height of the Covid-19 pandemic.

Woolworths and other supermarkets, such as Coles, have a policy of substituting a suitable alternative of equal or higher value for out-of-stock items ordered online at no extra cost.

On the other hand, Woolworths guarantees on its website that if a customer orders an item that is out of stock and there is no suitable alternative available, the customer will receive a refund for the item and the total price of the transaction will be adjusted accordingly.

What are your thoughts, members? Have you ever had something substituted from your online order from Woolies or Coles? Let us know in the comments below!

The Woolies employee that made the comment if you don’t like it do your own shopping should be sacked on the spot.

 

[Shazamac57]

My daughter has anaphylaxis so I find it pointless to do online food shopping at Woolies for the reason even when I tick no substitues they often still do! You have to buy specific brands. But recently I had to do online shopping and ordered a 4kg bag of potatoes. I was horrified when I received them they were as green as the best looking fairway at the local golf course. All of them. The packer must have been wearing a blindfold. I took it back to the local store to exchange for another pack when the girl told me they didn't pack it, the warehouse did so I would have to ring them up and they would refund the money! But basically said she would do me a favour and would exchange it this time but in future take it up with them!!!! So apart from having to go to the store anyway which I was trying to avoid it really sounds like someone needs to actually check the orders as they go out. I was not impressed at all with their attitude. Very bad customer service.

 

[patricksstaff]

I agree - people don't choose to become disabled in some way so that they need help with their shopping.

The Woolies employee that made the comment if you don’t like it do your own shopping should be sacked on the spot.

 

[Jaynius]

Substitutions can be frustrating, ending up with a completely unsuitable product or flavours you really dislike. A refund might be offered but is not always convenient.

Another peeve I have, is that both the big supermarkets sell capsicums etc *per item* and not by weight. I've ended up with 1 tiny capsicum at a ridiculous price. Frankly I think per item pricing stinks and a practice that was outlawed some time ago. I feel sorry for customers who are forced to shop online and end up paying more. I believe it's why the supermarkets are actively encouraging online shopping.

I agree with Yubjuk. Sack the employee who said " if you don't like it do your own shopping ". Heaps of customers don't have a choice.
I prefer doing my own when possible, as I can control the quality and suss out bargain buys when close to use buy dates, avoid delivery fees and employees with attitudes like those mentioned in this thread.

 

[Michael J Gilsenan]

I have nothing but praise for Woolies deliveries. We started at the beginning of Covid as were isolating to face a major op. They were excellent then and still are. I list substitutes as I would like and often say if Out stock no worries I have enough till next week. Maybe Attitude is a problem, First Christmas I even got a Christmas Card from a packer.

 

[Topher]

Woolies employees reveal ONE of their pet peeves – customers requesting "no substitutions" in their orders​

We are all aware of the problems that come with doing our grocery shopping online, such as products going missing, bags becoming overstuffed, delivery people forgetting to knock on the door, and so on...

However, it is the product substitutions that annoy us the most. (This one mum ordered nappies for her son but received tampons instead.)

Turns out, there might be an entirely different explanation for these ludicrous swaps, according to the statements of some workers at Woolies.

In an unofficial Woolworths workers group, one employee shared that she frequently gives online customers incorrect substitute items, even if they included a note in their orders requesting "no substitutions."

Another supermarket employee agreed with her, saying that it irritates them when customers leave "Do not substitute!" on all of their items rather than simply unticking the "no subs" box.

A Woolworths employee said she ignores no-substitute demands if online purchase settings allow them. Credit: Facebook.​

"Clearly had time to write a note but all they had to do was untick the box... Guess who will be getting a sub," one user who claimed to be a Woolies employee wrote in the comments.

"If the notes are in caps the customer is yelling at me so no," a second employee agreed and added.

A third chimed in and wrote: "You get what you get, do your own shopping if you don't like it."

Substitution, or "subbing," has been practised in Australia since the early days of online shopping, but due to staffing and distribution issues, supermarkets were forced to implement this policy more frequently during the height of the Covid-19 pandemic.

Woolworths and other supermarkets, such as Coles, have a policy of substituting a suitable alternative of equal or higher value for out-of-stock items ordered online at no extra cost.

On the other hand, Woolworths guarantees on its website that if a customer orders an item that is out of stock and there is no suitable alternative available, the customer will receive a refund for the item and the total price of the transaction will be adjusted accordingly.

What are your thoughts, members? Have you ever had something substituted from your online order from Woolies or Coles? Let us know in the comments below!

My wife would be appalled doing online shopping - she would miss out on sniffing out the specials and mark-downs!

 

[Ricci]

I read some of these comments and wonder if we're all stopping at the same stores. I have been online shopping for more than 6 years and have never had a real problem. I have found the "shoppers" to be very efficient and have oft times had a written note included in my shopping explaining their reasons for some things. The delivery drivers have been kind, courteous and helpful, always leaving my shopping inside my front door for me. Any refunds due have been repaid instantaneously and any queries answered immediately via the online bot "Olive". On the whole I am more than satisfied with the service I have received from Woolies. I like online shopping, I find I save money as I'm not impulse buying. I can make up my order over a few days as they "save" your basket. For all of you out there who are dissatisfied with the experience, I'm sad that you haven't had the hassle free time that I have as online shopping is a great way to go.

 

[lonelyasacloud]

My online shopping experiences with my local Woolworths have been excellent. Substitutions have always been suitable and sensible. No complaints from me.

 

[Sloopy]

I received several unacceptable substitutions a few years ago, and now always tick the 'no subs' box. It doesn't always help, especially with things like meat. Recently ordered a 400g pack of chicken fillets, knowing that there may be a "slight variation" in weight, and was astounded to receive a pack of 1380g!

 

[Dwal]

Woolies employees reveal ONE of their pet peeves – customers requesting "no substitutions" in their orders​

We are all aware of the problems that come with doing our grocery shopping online, such as products going missing, bags becoming overstuffed, delivery people forgetting to knock on the door, and so on...

However, it is the product substitutions that annoy us the most. (This one mum ordered nappies for her son but received tampons instead.)

Turns out, there might be an entirely different explanation for these ludicrous swaps, according to the statements of some workers at Woolies.

In an unofficial Woolworths workers group, one employee shared that she frequently gives online customers incorrect substitute items, even if they included a note in their orders requesting "no substitutions."

Another supermarket employee agreed with her, saying that it irritates them when customers leave "Do not substitute!" on all of their items rather than simply unticking the "no subs" box.

A Woolworths employee said she ignores no-substitute demands if online purchase settings allow them. Credit: Facebook.​

"Clearly had time to write a note but all they had to do was untick the box... Guess who will be getting a sub," one user who claimed to be a Woolies employee wrote in the comments.

"If the notes are in caps the customer is yelling at me so no," a second employee agreed and added.

A third chimed in and wrote: "You get what you get, do your own shopping if you don't like it."

Substitution, or "subbing," has been practised in Australia since the early days of online shopping, but due to staffing and distribution issues, supermarkets were forced to implement this policy more frequently during the height of the Covid-19 pandemic.

Woolworths and other supermarkets, such as Coles, have a policy of substituting a suitable alternative of equal or higher value for out-of-stock items ordered online at no extra cost.

On the other hand, Woolworths guarantees on its website that if a customer orders an item that is out of stock and there is no suitable alternative available, the customer will receive a refund for the item and the total price of the transaction will be adjusted accordingly.

What are your thoughts, members? Have you ever had something substituted from your online order from Woolies or Coles? Let us know in the comments below!

As we have allergies and intolerances, we CANNOT have certain items. That is why put NO substitutions in. It is damaging to our health. It is not just a whim! Without this guarantee, we do not shop there, Too dangerous for us.

 

[Groovy]

My daughter has anaphylaxis so I find it pointless to do online food shopping at Woolies for the reason even when I tick no substitues they often still do! You have to buy specific brands. But recently I had to do online shopping and ordered a 4kg bag of potatoes. I was horrified when I received them they were as green as the best looking fairway at the local golf course. All of them. The packer must have been wearing a blindfold. I took it back to the local store to exchange for another pack when the girl told me they didn't pack it, the warehouse did so I would have to ring them up and they would refund the money! But basically said she would do me a favour and would exchange it this time but in future take it up with them!!!! So apart from having to go to the store anyway which I was trying to avoid it really sounds like someone needs to actually check the orders as they go out. I was not impressed at all with their attitude. Very bad customer service.

I would‘ve called the store manager

 

[Cazad]

Woolies employees reveal ONE of their pet peeves – customers requesting "no substitutions" in their orders​

We are all aware of the problems that come with doing our grocery shopping online, such as products going missing, bags becoming overstuffed, delivery people forgetting to knock on the door, and so on...

However, it is the product substitutions that annoy us the most. (This one mum ordered nappies for her son but received tampons instead.)

Turns out, there might be an entirely different explanation for these ludicrous swaps, according to the statements of some workers at Woolies.

In an unofficial Woolworths workers group, one employee shared that she frequently gives online customers incorrect substitute items, even if they included a note in their orders requesting "no substitutions."

Another supermarket employee agreed with her, saying that it irritates them when customers leave "Do not substitute!" on all of their items rather than simply unticking the "no subs" box.

A Woolworths employee said she ignores no-substitute demands if online purchase settings allow them. Credit: Facebook.​

"Clearly had time to write a note but all they had to do was untick the box... Guess who will be getting a sub," one user who claimed to be a Woolies employee wrote in the comments.

"If the notes are in caps the customer is yelling at me so no," a second employee agreed and added.

A third chimed in and wrote: "You get what you get, do your own shopping if you don't like it."

Substitution, or "subbing," has been practised in Australia since the early days of online shopping, but due to staffing and distribution issues, supermarkets were forced to implement this policy more frequently during the height of the Covid-19 pandemic.

Woolworths and other supermarkets, such as Coles, have a policy of substituting a suitable alternative of equal or higher value for out-of-stock items ordered online at no extra cost.

On the other hand, Woolworths guarantees on its website that if a customer orders an item that is out of stock and there is no suitable alternative available, the customer will receive a refund for the item and the total price of the transaction will be adjusted accordingly.

What are your thoughts, members? Have you ever had something substituted from your online order from Woolies or Coles? Let us know in the comments below!

I have never used online grocery shopping but after reading of the ‘attitude’ of the staff who do the ‘shopping’ I never will. It’s their job to fill the orders not to make stupid replacements. Everyone deserves respect, customer and staff alike. Let’s work together, please.

 

[Liz]

I only write in the substitution if there are things like chocolate flavouring of something similar that I am allergic to. On the whole Woolies have been good, and sometimes I put in a note in the substitution section, thank you for packing my groceries. I like the fact that most out of stock items or unavailable items are refunded straight back to my bank account. This particular employee needs retraining in my view. Customers and staff should all be respected.

 

[John B]

Woolies employees reveal ONE of their pet peeves – customers requesting "no substitutions" in their orders​

We are all aware of the problems that come with doing our grocery shopping online, such as products going missing, bags becoming overstuffed, delivery people forgetting to knock on the door, and so on...

However, it is the product substitutions that annoy us the most. (This one mum ordered nappies for her son but received tampons instead.)

Turns out, there might be an entirely different explanation for these ludicrous swaps, according to the statements of some workers at Woolies.

In an unofficial Woolworths workers group, one employee shared that she frequently gives online customers incorrect substitute items, even if they included a note in their orders requesting "no substitutions."

Another supermarket employee agreed with her, saying that it irritates them when customers leave "Do not substitute!" on all of their items rather than simply unticking the "no subs" box.

A Woolworths employee said she ignores no-substitute demands if online purchase settings allow them. Credit: Facebook.​

"Clearly had time to write a note but all they had to do was untick the box... Guess who will be getting a sub," one user who claimed to be a Woolies employee wrote in the comments.

"If the notes are in caps the customer is yelling at me so no," a second employee agreed and added.

A third chimed in and wrote: "You get what you get, do your own shopping if you don't like it."

Substitution, or "subbing," has been practised in Australia since the early days of online shopping, but due to staffing and distribution issues, supermarkets were forced to implement this policy more frequently during the height of the Covid-19 pandemic.

Woolworths and other supermarkets, such as Coles, have a policy of substituting a suitable alternative of equal or higher value for out-of-stock items ordered online at no extra cost.

On the other hand, Woolworths guarantees on its website that if a customer orders an item that is out of stock and there is no suitable alternative available, the customer will receive a refund for the item and the total price of the transaction will be adjusted accordingly.

What are your thoughts, members? Have you ever had something substituted from your online order from Woolies or Coles? Let us know in the comments below!

Woolies employees reveal ONE of their pet peeves – customers requesting "no substitutions" in their orders​

We are all aware of the problems that come with doing our grocery shopping online, such as products going missing, bags becoming overstuffed, delivery people forgetting to knock on the door, and so on...

However, it is the product substitutions that annoy us the most. (This one mum ordered nappies for her son but received tampons instead.)

Turns out, there might be an entirely different explanation for these ludicrous swaps, according to the statements of some workers at Woolies.

In an unofficial Woolworths workers group, one employee shared that she frequently gives online customers incorrect substitute items, even if they included a note in their orders requesting "no substitutions."

Another supermarket employee agreed with her, saying that it irritates them when customers leave "Do not substitute!" on all of their items rather than simply unticking the "no subs" box.

A Woolworths employee said she ignores no-substitute demands if online purchase settings allow them. Credit: Facebook.​

"Clearly had time to write a note but all they had to do was untick the box... Guess who will be getting a sub," one user who claimed to be a Woolies employee wrote in the comments.

"If the notes are in caps the customer is yelling at me so no," a second employee agreed and added.

A third chimed in and wrote: "You get what you get, do your own shopping if you don't like it."

Substitution, or "subbing," has been practised in Australia since the early days of online shopping, but due to staffing and distribution issues, supermarkets were forced to implement this policy more frequently during the height of the Covid-19 pandemic.

Woolworths and other supermarkets, such as Coles, have a policy of substituting a suitable alternative of equal or higher value for out-of-stock items ordered online at no extra cost.

On the other hand, Woolworths guarantees on its website that if a customer orders an item that is out of stock and there is no suitable alternative available, the customer will receive a refund for the item and the total price of the transaction will be adjusted accordingly.

What are your thoughts, members? Have you ever had something substituted from your online order from Woolies or Coles? Let us know in the comments below!

We very rarely shop online because the use by dates of the produce can be stupid. The last time we did we got 2 litres of milk with the use by date being the next day and the fruit was all bruised.

 

[SilverPinkDragon01]

Totally happy with Woolworths online shopping, have been doing it for years with very few problems.
I do ask for no substitutes on some items, more to get quality of brand.

 

[Shazamac57]

I would‘ve called the store manager

I think she was the store manager! She was very officious. She said that’s the protocol there. I think it must depend on the store you shop at and who is in charge.

 

[Elbe]

I have nothing but praise for Woolies deliveries. We started at the beginning of Covid as were isolating to face a major op. They were excellent then and still are. I list substitutes as I would like and often say if Out stock no worries I have enough till next week. Maybe Attitude is a problem, First Christmas I even got a Christmas Card from a packer.

I too have never had a bad experience with shopping online - and I continue to do it still because the pandemic is not actually over - but also because its fantastic!! Yes, sometimes things are not the same as going myself but mostly it's simply wonderful!

One of my children lives in Melbourne and with all the shipping delays I had the bright idea to send him groceries for his birthday back in late 2020. I put a note on my order (I think both packer and deliverer twigged from the celebratory nature of the order anyway ) and Woolies not only added an extra treat but the delivery driver sang Happy Birthday to my son! It was such a great success I did the same in 2021 and used Coles - again, with wonderful service!!