Pick-up Substitutions

Specifically, for Kroger Pick-up shops, I select items that I'm certain will be in-stock or can be easily substituted. Some time ago, I do remember every time I selected bottled water (non-Kroger brand), the associate would always substitute it with the Kroger brand.

One time, I had to go inside of the store for something, and the bottled water that I initially selected was there. This also happened at other locations, as well. At that point, I didn't select bottled water (non-Kroger brand). And sometimes prioritize bottled water for in-store shopping trips.

It's not a big deal to me. But I was curious, if anyone else has run into something similar, like this?

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When I do similar stores, I leave a message on each item not to substitute anything until they text me for approval. (And I uncheck the box for allowing substitutions). I got tired of the same issue as you. This message I leave has stopped the issue all together.

Shopping Arkansas, Louisiana, & Mississippi.

Okie, some mos. back, I encountered a gal at Kroger's I had originally met in the 70s when she was a bagger. Her current job was filling pick-up orders, of which I had/have no interest. In our brief chat, I inquired as to the percentage of orders filled as placed; she replied it was almost zero. That is but one of several reasons why those shops are not attractive to me.

The substitutions I've received have been reasonable but I do make a point of asking about prices because things aren't always a good (or even fair) trade.

One time, the product I had selected was on sale and they wanted to give me half the quantity of a different (but equal) brand that wasn't on sale. I pointed out the discrepancy and the employee was able to resolve the issue. But, I had to be paying attention to get this taken care of.

I prefer Doordash because the Dashers will typically interact with you enough that it's almost as good as being there.

Oh, and there are issues within their system that cause problems. Like 1 pound vs quantity 1. I asked for a pound of jalapeños and got one tiny pepper in a bag. I'd even spelled it out in the note field which they apparently cannot see because the bananas have yet to be correct.

@Deedeezthoughts wrote:

I prefer Doordash because the Dashers will typically interact with you enough that it's almost as good as being there.

For me in my area, I've had good experiences with delivery and third-party delivery services too. To this point, I think I've tried them all. Instacart and Shipt stood out, where the "shopper/driver" would actively text me about my order. Texting me details about price, quality, substitutions, and other things.

I got too lazy about lugging around bottled water and figured that'd be good for a pick-up order. It's been a while. Maybe, I'll give it another try with specific instructions.

I've had the reverse with habaneros. Ordered and was charged for a single habanero and got 1lb! That lasted a long time.

Kroger never increased the charge when they substituted, whereas competitors did charge the new item price.

There is still sometimes an issue with getting an extra-large piece of weighed produce which costs way more than you had expected..I had the world's largest sweet potato recently.

Edited 1 time(s). Last edit at 02/08/2025 09:43AM by melg.

For produce and fruit, I think I've always had to enter it by the quantity. I've had some experiences with two locations where the portion size given is a lot more than what I ordered. If something is ever really wrong though, the refund policy is pretty seamless.

@melg wrote:

I've had the reverse with habaneros. Ordered and was charged for a single habanero and got 1lb! That lasted a long time.

Kroger has never increase the charge for me when I receive a substitution, whereas competitors do charge the new item price.

There is still sometimes an issue with getting an extra-large piece of weighed procuce which costs way more than you had expected..I had the world's largest sweet potato recently.

I had one time the weights were incorrect on absolutely everything sold by weight. Even a meat product which has a price sticker right on it!

I would rather have an attempt at a substitution (that we can decline at time of pickup) than out of stocking items on my order and taking me below reimbursement.

One time the picker decided that non-fat store brand yogurt was an acceptable substitution for whole milk greek yogurt. There have been several times, when we could still do the pick up and inside shops on the same day, that I found my substituted item in stock, no shortage on the shelf at all. And when I asked the manager they said that maybe the shelves had been restocked since my order was picked. Honestly, I think some of the pickers don't even try, they see something similar and just put it in the bag. And I'm certain they don't look at the requested substitutes, I have yet to receive the item I requested.

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