The Grocery customer service line from the Morrisons is paralyzed by the lack of common sense or autonomy from it's workers. The phrase " the computer says no" is no longer just a sketch show line it's go to strapline for the operatives who are not invested in any part of a customer service ethos or strategy. Trying to speak to a sensible manager who can actually think through an issue is near on impossible. If you write to them they don't read the actual text they just send out a corporate answer which in most cases ignores the nuance of the issue. Their current substitution policy is rife with issues & contradicts it's own purpose. You can't opt out of substitutions, you are supposed to read the email they send you an hour prior to delivery (the driver has no paperwork or sight of the order) Then supposedly because of Covid you have to inform him you do not want the said items. Before he hands them to you or you can't return them. The problem is they are not packed separately & he has to physically sort through all the shopping to find them, bearing in mind they are not in bags. Even then it's touch & go whether you will receive an actual refund & in general terms a fortnight later you'll of have to contact the clueless customer service operatives to make this happen. Promises to follow through will not be kept, call backs will not happen & you may be even accused of lying or making up the scenario you saw with your own lying eyes. Now lets talk Consumer protection, which protects us from any terms & conditions as it is a blanket for the UK. Morrisons are violating the 30 day no quibble on line legislation, the Distance selling & the Inertia law which covers the sending of more expensive substitutions & yours rights affiliated with that. This is who Morrisons are now, sharks trying to pull a fast one with their making it difficult to return unwanted more expensive substitution. If it happened once OK but it's happening every delivery & you only have to look at @MoneySavingExpert to see a whole forum of complaints about the same issue or you could read their attempts at advertising on Face Book because every add has a trail of comments from disgruntled customers on this subject. Are the powers that be so unreachable that they are allowing blatant scamming of their customers?