Introduction
Walmart is making a major change to its substitution policy, according to a memo recently revealed. This change will affect customers who order items online and have them shipped to their local store for pickup. Instead of substituting an item with a similar product, Walmart will now only substitute items with the exact same product. This change is sure to have a major impact on customers who rely on Walmart for their online shopping needs.
Walmart Is Changing This Important Substitution Policy, Memo Reveals
Walmart is making a major change to its substitution policy, according to a memo obtained by Eat This Not That. The retail giant is now allowing store managers to substitute items in an order if the item is out of stock.
The memo, which was sent to store managers on April 15, states that the new policy is intended to “improve the customer experience” and “reduce the number of out-of-stock items.”
Under the new policy, store managers are allowed to substitute an item in an order if it is out of stock. The substitute item must be of equal or greater value than the original item. The customer must be notified of the substitution and given the option to accept or reject the substitute item.
The memo also states that store managers must ensure that the substitute item is of the same quality as the original item. If the substitute item is not of the same quality, the customer must be given the option to accept or reject the item.
The new policy is a major shift for Walmart, which previously did not allow store managers to substitute items in an order. The change is likely to be welcomed by customers, who will now have the option to accept or reject a substitute item if the original item is out of stock.
Walmart is also making changes to its online ordering system. The company is now allowing customers to order items online and pick them up in-store. This will allow customers to avoid the hassle of waiting in line to purchase items.
Walmart’s new substitution policy and online ordering system are likely to improve the customer experience and reduce the number of out-of-stock items. The changes are a welcome addition to the retail giant’s already impressive lineup of services.
Online shopping at Walmart is about to look slightly different.
According to a recent memo viewed by Insider, in the coming weeks, Walmart pickup and delivery customers will be paying the list price of the substitutions made to their orders.
Prior to this, shoppers were only charged the price of the items they initially ordered instead of the price of the substitute they received, even if said item was more expensive. The new policy could ultimately result in shoppers paying more for their substituted groceries.
But the updated policy will also give customers “extra controls” over their orders, including the ability to select and save their own substitution preferences, accept or reject the substitution options presented to them, or opt out of receiving substitutions entirely.
“There will be a bit of a transition period,” a Walmart spokesperson told Insider. “But overall, this is pretty common, and we don’t anticipate customers would have an issue paying for items they’re receiving from us.”
Instacart and Whole Foods are among the grocery retailers that already follow this type of substitution policy for online purchases. The policy change also coincides with Walmart’s efforts to grow its grocery market share without isolating its value-based customers.
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Being charged for substitutions isn’t the only major change hitting Walmart’s delivery space. Three weeks ago, it was revealed that DoorDash and Walmart decided to end their four-year partnership due to it no longer being “mutually beneficial.” The announcement came shortly after Walmart confirmed that it will be acquiring Delivery Drivers Inc. (DDI)—a move that is designed to bring driver support in-house.
Additionally, in another effort to boost its delivery capabilities, the grocery chain agreed to purchase 4,500 electric delivery vehicles, and recently began testing Canoo’s Lifestyle Delivery Vehicles (LDV) in the Dallas-Fort Worth area for its InHome delivery service. According to the big-box retailer, these vehicles “will deliver online orders in a sustainable way,” helping Walmart reach its goal of achieving zero-emissions by 2040.
Brianna Ruback