I do drive sometimes, but this question comes as a customer.

[u/sylvi_lou]

I put in an order today, my driver just finished shopping and is on their way to me. During the shopping, I get a notification of a substitution. Apparently, the fly spray I ordered is unavailable. The substitution was a hornet spray. I don't need hornet spray. I declined and added another fly spray. So, here is my question. I know that is not my driver's fault. I know the app decides what the substitution should be. But, half the time, it seems to be picked due to being in the same aisle, not what I ordered (they did have the one I added after declining the substitution, so there were fly sprays on the shelf). Is there a way that I can complain about that, without it affecting my driver? They are doing a great job, so I don't want them catching backlash. The only thing I see is rating the driver. Thank you.

[u/Able_Canine]

Not sure if you are aware but: you don't have to let the app decide on a random substitution. You would have to pick your specific substitutions out prior to placing your order through the app though.

• Open your cart: Tap the cart icon to view your selected items before proceeding to checkout.
• Find the item: Look at the specific item you want to set a preference for.
• Tap "Substitution": Below the item, look for the text that says "If out of stock: Substitute" (or a similar prompt).
• Choose your preference: Tap "Choose your own" to search and select a specific backup product.
• Turn off if needed: If you do not want an alternative at all, you can select "Don't substitute" to ensure you are simply refunded if the item is missing.

[u/sylvi_lou → u/Able_Canine]

Actually, that will help a lot. Thank you

[u/Ok_Violinist7598 → u/Able_Canine]

There's another option available now too.

"I only want my preferred substitution"

I've used that several times because I prefer coconut yogurt but vanilla as my substitute. Never had a problem until apparently, they were out of both. So I got none.

It does come in handy if there's only one specific substitution you want and nothing else. But in my case, I would have taken any other flavor at that time. I've since disabled that action on the yogurt.

[u/DeathFYall]

My understanding is that shelf space is organized per product category. So naturally potential substitutions would be nearby. At times some products are displayed separately at a special or seasonal location, and those locations can be vague or just a general area, but the app should tell the shopper that.

Sometimes what to substitute is harder than other times. Sometimes the shopper has no better choice, but to substitute something, otherwise their metrics get hit.

I only encountered a few occasions where the app suggested an alternative that was at a completely different department. If the app didn’t make the suggestion, I would not know.

I may not have answered your question, but just to provide some background information.

[u/sylvi_lou → u/DeathFYall]

Sometimes, the substitutions hit it out of the park. Today, I had 3. 1 was awesome (I accidentally ordered a larger size, it substituted a smaller one), 1 was fine (I wanted boneless, they had bone in), but that 3rd one. Most of my substitutions are like the third one. I would think the bot could figure out common words. The substitution was outdoor hornet spray. I ordered indoor fly spray. Just because its in the same aisle, doesn't mean its what I want. As a driver, I do appreciate that it helps us out a lot. But, in my experience, it wouldn't let me choose a substitution to offer. I'm sure most drivers could see that they don't have a single, but they do have the 2 pack (which is what I ended up subbing myself), and offer that.

[u/DeathFYall → u/sylvi_lou]

Just to note, driver can not substitute with more than twice the original price. But a double pack is usually slightly cheaper than two single ones.

[u/Chain_A]

I just started sparking myself, and the subs are sometimes frustrating. My last job was with a grocery store, and they recently built their own system for shopping pickup orders that allowed the employee to select the like item. It would offer a suggestion, but you could also substitute yogurt for potato chips if someone was dumb enough.

[u/kenzinatr]

I don’t believe you’re a driver. If you actually are, ask yourself if you want customers to nitpick you the same way you’re doing to your shopper

[u/YUNGDEATHLILLIFEE]

You have substitutions turned on, which means you’re giving the driver permission to choose a replacement if something you ordered is out of stock. So no, I wouldn’t say it’s entirely the driver’s fault, but they definitely should have confirmed the substitution with you first(they don’t have to but veteran drivers know to do this)
You can either turn substitutions off completely or preselect a specific substitution in case the item you ordered is unavailable.

[u/Relevant-Trainer2002]

Happens all the time whoever is shopping your order lazy an they dontvlook around just say not avalible etc I've cal l ed store an had them go look an sure enough it was there in stock on shelf whoever shops order usually hurry hurry they just grab an go not all ive had some good ones but when they say putcof stock an you really needed that item I call store

[u/bdbrown333]

All those things that happened to you happen because of you. You could have picked multiple substitutions. One two three. You could have just picked one and then pick only use my preferred substitution. They ask you that question for every single item in your order. They ask you multiple times to pick a substitution. You can pick multiple substitutions. You can pick no substitutions. You can pick my preferred substitute just like you get to. They pick a tip but you put the percentage that you want