If ASDA delivers the wrong item, first check whether it is an official substitution shown on your final receipt. If the product is not listed as a substitute, or it does not match what ASDA says was supplied, report the problem through Your Orders or contact ASDA Grocery Customer Services.
Keep the incorrect product and its packaging until ASDA confirms what to do. Do not consume it when the ingredients, allergen information, dietary suitability or condition are uncertain.
Check whether the item is a substitution
ASDA may replace an unavailable grocery with a similar product unless substitutions were turned off for that item or order.
A substitute might be:
- A different brand
- Another pack size
- A similar flavour or variety
- A comparable own-brand product
- Several smaller packs instead of one larger pack
Open the completed order and check the final receipt. It should show whether ASDA selected a substitute and how the replacement affected the price.
The original item being absent does not necessarily mean ASDA made a picking mistake. It may have supplied an intended alternative.
Check the product against your final receipt
Compare the product you received with the item listed on the final receipt, not only the original order confirmation.
Check:
- The product name
- The brand
- The pack size
- The quantity
- The flavour or variety
- Whether it is marked as a substitute
- The amount charged
Your original trolley is only an estimate of what ASDA expects to supply. The final order can change because of substitutions, unavailable products and weighed items.
Reviewing the completed order through ASDA online shopping should help you identify whether the product was substituted or picked incorrectly.
What counts as a wrong item?
A wrong item is usually a product that does not match either the original product or the substitution recorded on your receipt.
Examples include:
- Receiving ordinary milk instead of lactose-free milk
- Receiving meat instead of a vegetarian product
- Receiving a different flavour that is not listed as a substitute
- Receiving the wrong pack size but being charged for a larger one
- Receiving another customer’s product
- Receiving two units of one item instead of two different products
- Receiving a product that is not shown anywhere on your order
A correctly recorded substitute may still be unsuitable, but it should be reported as an unwanted substitution rather than an unexplained wrong item.
What to do before reporting the problem
Check every shopping bag
The correct product may be in another bag, particularly if ASDA separated chilled, frozen and cupboard items.
Before reporting the wrong item:
- Empty every bag.
- Check whether another household member unpacked part of the order.
- Compare all products with the final receipt.
- Look for a recorded substitution.
- Check whether the correct item is missing as well.
- Keep the incorrect product and packaging together.
You may need to report both a missing item and an additional wrong item if the product you ordered is absent and an unrelated product was delivered.
Check whether a whole bag was mixed up
Several incorrect products could mean that one bag from another customer’s order was handed to you.
Look for patterns such as:
- Several products you did not order
- A group of unrelated incorrect items
- Another customer’s receipt
- Missing groceries from the same category
- Products that appear to form part of a different household’s shop
Contact ASDA promptly when an entire bag may have been mixed up. Provide a list of what is missing and what you received instead.
Tell the driver when possible
If you notice the mistake during the handover, show the product to the driver before they leave.
The driver may be able to check whether:
- The correct bag is still in the vehicle
- The wrong item belongs to another order
- A product was recorded as a substitute
- Another part of your delivery has not been unloaded
The driver may record the problem or take back an unwanted substitute. However, you should still check Your Orders afterwards to confirm that the final charge has been corrected.
How to report a wrong ASDA grocery item
Use the affected order in your ASDA account where the reporting option is available.
- Sign in to your ASDA account.
- Open Your Orders.
- Select the completed delivery or collection.
- Review the final receipt.
- Choose the option to report a problem or request a refund.
- Select the affected product.
- Explain that the wrong item was supplied.
- Submit any information or photographs requested.
- Keep the confirmation or reference number.
The options and wording may differ between the ASDA website and app.
Contact Grocery Customer Services when the correct reporting option does not appear, several products are affected or the online request is rejected.
What information should you give ASDA?
Provide enough information for ASDA to compare the product with its picking and delivery records.
Include:
- Your order number
- The delivery or collection date
- The product you ordered
- The product you received
- The pack size and quantity
- The price charged
- Whether a substitution appears on the receipt
- Whether the correct item is also missing
- Whether you told the driver or collection colleague
Take clear photographs of the incorrect product, barcode and packaging when ASDA requests evidence.
A photograph of the final receipt may also help when the product description or charged amount does not match what arrived.
Should you return the wrong item?
Do not travel to a store or send the product back unless ASDA asks you to do so.
The appropriate action can depend on:
- The type of product
- Whether it is perishable
- Whether it has been opened
- Its value
- Whether it belongs to another customer
- How the order was delivered or collected
ASDA may issue a refund without requiring a low-value grocery product to be returned. For other products, it may give specific instructions.
Keep the item in suitable storage while waiting for advice. Refrigerate or freeze perishable products according to the packaging where it is safe to handle them.
Do not use an unsuitable product
Do not consume or use the wrong item when there may be a safety concern.
This is particularly important if it:
- Contains an allergen
- Does not meet your dietary requirements
- Is intended for another age group
- Has damaged packaging
- Has a broken seal
- Requires storage conditions that may not have been followed
- Is a medicine or another regulated product
Recipes and ingredients can differ between brands and varieties. Always check the current packaging rather than assuming the wrong item contains the same ingredients as the product ordered.
For an urgent health concern, seek appropriate medical advice rather than waiting for the grocery refund process.
Will ASDA refund a wrong item?
ASDA may refund or correct the charge when it confirms that the wrong product was supplied.
The outcome depends on what its records show. ASDA may need to distinguish between:
- An incorrect product
- A recorded substitution
- An unwanted but correctly supplied substitute
- A product belonging to another order
- A pack-size difference
- A pricing discrepancy
- A product that was correctly supplied but ordered by mistake
Wrong items and unsuitable substitutions are handled through the ASDA returns, refunds and substitutions process.
Do not assume ASDA will refund the entire grocery order because one item was wrong. The usual remedy is likely to relate to the affected product unless the mistake caused a wider problem.
How will the refund appear?
The correction may appear as:
- A separate refund
- A reduced final payment
- A reversed amount
- An adjustment to the completed order
- The removal of a pending amount
Check the final receipt and bank transaction before assuming the refund is missing.
The estimated amount shown when you placed the order may be different from the completed charge. This can happen because of substitutions, weighed products and unavailable items.
ASDA can confirm whether it processed a refund. Your bank or payment provider controls how quickly an issued refund or released authorisation becomes available.
What if the wrong item costs less?
Check what ASDA charged on the final receipt.
When a substitute is supplied, the price treatment should be shown in the completed order. If ASDA charged you for a more expensive product but delivered a cheaper unrecorded item, report both the incorrect product and the pricing difference.
Include photographs of:
- The product received
- Its pack size
- Its barcode
- The relevant section of the receipt
Do not rely only on the shelf price you remember, as online prices, in-store prices and promotions may differ.
What if the wrong item costs more?
A higher-value product does not automatically mean you can keep it without notifying ASDA, particularly if it may belong to another customer.
Check whether it is a recorded substitute and what amount appears on the final receipt.
If the item is not part of your order, contact ASDA and follow its instructions. Do not make a separate payment or take it to a store unless ASDA asks you to do so.
What if you received another customer’s groceries?
Contact ASDA promptly if you receive a bag or complete order intended for somebody else.
Do not contact the other customer directly, even when their receipt or personal information appears in the bags.
Tell ASDA:
- Whether your own order also arrived
- How many incorrect bags you received
- Whether another customer’s receipt was included
- Whether chilled or frozen products are involved
- Whether the driver is still nearby
Avoid sharing photographs containing another customer’s name, address, telephone number or order details publicly.
ASDA should tell you what to do with the products and investigate whether part of your own order was delivered elsewhere.
What if the wrong item is an unsuitable substitute?
A product can be correctly recorded as a substitute but still be unsuitable for you.
Possible reasons include:
- An allergy or intolerance
- Religious or ethical dietary requirements
- A different flavour
- An unsuitable pack size
- A product you cannot prepare or use
- A different ingredient or formulation
You can normally reject an unwanted substitute at the door. Tell the driver which products you do not want and check that the rejection is recorded.
When you notice the issue after the driver leaves, use the reporting or refund options shown in Your Orders.
Do not state that the product was picked incorrectly when it was an official substitution. Explain why the substitute was unsuitable instead.
Can you stop ASDA substitutions?
ASDA normally allows customers to control substitutions while reviewing the trolley before checkout.
Depending on the options displayed, you may be able to:
- Turn off substitutions for an individual product
- Allow alternatives for selected groceries
- Turn off substitutions for the entire order
Review these settings each time you place or amend an order. A previous preference may not necessarily apply to every future shop.
Turning substitutions off means ASDA should remove an unavailable item rather than replace it. This can reduce unwanted products, but it also means you may receive fewer groceries than ordered.
Can ASDA send the correct item afterwards?
ASDA may refund a wrong individual grocery item rather than arrange a separate delivery.
Sending one replacement product may not be practical because of stock, driver availability, distance and delivery costs.
Customer Services must confirm whether redelivery is possible. Do not assume the driver will return with the correct item after you report the mistake.
When the product is urgently needed, you may need to buy a replacement separately. ASDA is not guaranteed to cover additional travel, delivery or replacement costs unless it agrees to do so.
What happens to a multibuy promotion?
A wrong product or rejected substitute may affect a multibuy discount.
Check whether the final receipt still applied the promotion. The result may depend on:
- Whether the substitute qualified for the offer
- Whether the original product was removed
- Whether the wrong item was recorded as supplied
- Whether a later refund changed the qualifying spend
- Whether the offer ended before you reported the problem
Tell ASDA when the incorrect item caused you to lose a discount. Ask it to review the complete transaction rather than only the price of the individual product.
A promotional adjustment is not guaranteed unless the final order should have qualified under the offer conditions.
What happens to ASDA Rewards?
Any ASDA Rewards earnings should reflect the qualifying products included in the completed purchase.
When a wrong item is refunded, related Cashpot earnings may be removed or adjusted. This could affect a Star Product, Mission or another product-specific reward.
Check the ASDA Rewards activity after the purchase and refund have both been processed.
Contact ASDA Rewards support if the final activity does not match the qualifying products you kept. Do not assume that a refunded product will continue to count towards a Mission.
What if ASDA rejects the refund request?
Read the reason given before submitting another request.
ASDA may believe that:
- The product was a recorded substitute
- The correct item was supplied
- The wrong product was not charged
- The item was rejected at the door
- The request duplicates an existing claim
- More information is needed
Compare the product, barcode and final receipt again. Reply with clear photographs and explain the difference between what the order records show and what you received.
Ask ASDA to review the decision when you remain confident that an incorrect product was delivered. Keep all messages and reference numbers.
When should you contact ASDA directly?
Contact Grocery Customer Services when:
- Several wrong items were delivered
- A complete bag belongs to another customer
- The product creates an allergy or safety concern
- A high-value item is involved
- The correct reporting option is unavailable
- The final receipt does not match the product
- Your refund request was rejected
- An approved refund has not appeared
- The same picking problem occurs repeatedly
Only ASDA can check the order’s picking, substitution, payment and delivery records.
Frequently asked questions
Can I keep an item ASDA delivered by mistake?
Do not assume that you can keep it without reporting the error. Contact ASDA when the product is not listed on your order, particularly if it is valuable or appears to belong to another customer.
What is the difference between a wrong item and a substitution?
A substitution is an alternative ASDA deliberately supplied because the original product was unavailable, and it should appear on the receipt. A wrong item does not match either the original order or the recorded substitute.
Do I need a photograph to get a refund?
ASDA may ask for a photograph of the product, barcode or packaging. Keep the item until the request has been considered and provide clear images when asked.
Can I return the wrong item to an ASDA store?
Do not make a special journey unless ASDA instructs you to return it. Grocery delivery problems are normally reported through Your Orders or Grocery Customer Services.
What should I do if the wrong food contains an allergen?
Do not consume it. Check the current packaging and official allergen information, keep the product separate and report the incorrect item to ASDA promptly.