Problems & fixes · Groceries
What to do when an online grocery order goes wrong
Last updated 25 October 2026 · 2 sources listed · Reading time about 3 minutes
Short answer
Document the problem as soon as you unpack, report through the retailer's official channel inside its window, and be clear about the outcome you want, whether a credit, a replacement or a refund. Missing and damaged items are usually handled quickly when evidence is attached, while repeated issues merit a complaint to the retailer and, if unresolved, a consumer protection body.
Who this is for: A shopper whose delivered groceries arrived with missing items, poor substitutions, damaged goods or short-dated products and who needs to resolve it efficiently.
What to evaluate
Evidence quality
Photos of the item, label and packaging turn a subjective complaint into a verifiable one.
How to check: Photograph damaged goods, date labels and the delivery bag or box before disposing of anything.
Reporting window
Retailers set time limits for reporting missing or poor items, and perishables may have shorter ones.
How to check: Read the help page or order confirmation for the stated deadline and report the same day if possible.
Channel
Reports made in the app or account page are logged against the order, whereas informal messages may be lost.
How to check: Use the order-specific help option and keep the reference number.
Desired outcome
Being specific speeds resolution and avoids an unwanted substitute or voucher.
How to check: Decide whether you want a refund to the original payment method, a store credit or a redelivery of the missing item.
Safety first
A product that looks or smells unsafe should be discarded, not kept as evidence for weeks.
How to check: Keep photographic evidence and dispose of anything that might make someone ill, noting lot codes first.
Comparison
| Problem | First step | Escalate when |
|---|---|---|
| Missing item | Compare the bag contents with the order screen and report through the order page | A credit does not appear in the stated period or the same item repeatedly goes missing |
| Unwanted substitute | Decline it at the door if possible, or report and return per policy | The substitute contradicted a stated allergen restriction, which is a safety issue to flag firmly |
| Damaged or leaking goods | Photograph and report promptly, then clean up safely | The packaging failure caused wider damage such as spoiled adjacent food |
| Short-dated or spoiled perishables | Photograph date labels, report and avoid consuming | The retailer refuses a credit despite clear evidence |
| Wrong order or someone else's | Contact support immediately and keep the goods for collection if asked | You were charged and no resolution is offered |
Decision worksheet
Rate up to three options against this guide’s own criteria. It runs in your browser and saves only on this device. It is a thinking aid, not a recommendation.
1. Have you checked each criterion?
0 of 5 criteria checked.
2. Compare options (0 = fails or unknown, 3 = meets it well)
| Criterion | |||
|---|---|---|---|
| Evidence quality | |||
| Reporting window | |||
| Channel | |||
| Desired outcome | |||
| Safety first | |||
| Total (max 15) | 0 | 0 | 0 |
Questions to ask before you commit
- How long after delivery can I report missing or damaged goods?
- Is a photo required, and what format does the system accept?
- Will the refund go back to my original payment method or as store credit?
- Do you collect rejected or incorrect items, or may I keep them?
- Who do I contact about a substitute that conflicts with an allergy I specified in my notes?
- Is there a record of repeated issues on my account that can strengthen a later complaint?
Typical trade-offs
Refusing goods at the door versus reporting later
- Upside
- Refusal avoids dispute altogether and is the cleanest way to reject an obvious problem.
- Downside
- Not every delivery lets you inspect first, and driver pressure may discourage careful checking.
Accepting a credit versus requesting a refund
- Upside
- Credit is usually faster and processed automatically.
- Downside
- It ties value to that retailer and may expire, which is a poor fit if you are switching services.
Escalating immediately versus giving one chance to fix
- Upside
- A quick complaint creates a record early.
- Downside
- Premature escalation may slow what would have been a simple automatic correction.
Common mistakes
- Throwing away packaging and labels before photographing them. Keep evidence until the retailer has confirmed the outcome.
- Writing a vague message such as the order was bad. State the item, the problem and the remedy you want in two clear sentences.
- Eating a questionable perishable to avoid waste. Discard it if in doubt and rely on photos for your claim.
- Ignoring a repeat pattern. Note dates and order numbers so a later complaint can show the problem is systemic.
Related questions
How soon should I report a problem?
Report as soon as you notice, ideally the same day. Many retailers set short windows for fresh and chilled goods because they cannot verify condition later, and prompt reports are treated as more credible. If a deadline is not stated on the order page, assume it is tight. Keep your messages dated and use the order-specific help option so the report is tied to the delivery.
What if the substitute contains an allergen I told them to avoid?
Do not consume it. Photograph the label and report immediately through the order page, flagging that it is a safety issue rather than a quality complaint. Ask the retailer to record the incident and to confirm how they handle allergy notes. If there was a reaction, seek medical care first, then consider contacting your national food safety authority, which collects such incident reports.
Can I be charged for items I did not receive?
Retailers normally charge only for what was actually delivered, but adjustments may take time because the system reconciles picked items after dispatch. Check your statement against the receipt in the app. If a charge for a missing item remains after the stated period, contact support with the order reference, and if that fails, ask your card provider or a consumer protection agency about the correct route for disputing it.
When is it worth leaving the retailer and going to a consumer body?
Consider it when you have made a clear report with evidence, allowed a reasonable period, and received no answer or an unreasonable refusal. Consumer agencies in many countries accept complaints about unfair practices and can explain your rights, which differ by jurisdiction. Keep a timeline of messages and the order number, and state the resolution you are seeking when you file.
Sources and further reading
These pages were reachable when we last checked. They informed definitions and rules referred to above; they do not endorse this guide. Where rules differ by country, check the authority for your location.
- Consumer Advice — US Federal Trade Commission, retrieved 27 October 2026
- Food Standards Agency — Food Standards Agency (UK), retrieved 27 October 2026
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